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Recent customer ratings for Plusnet
Based on 1003512 customer ratings since December 2022July 2009 ()
Satisfaction
1.56 stars
1.53 stars
Customer Service
1.57 stars
1.54 stars
Speed
2.13 stars
1.91 stars
Reliability
2.2 stars
1.84 stars
- Read our Plusnet buyers guide
- Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
Add your own review of Plusnet
3754 Customer Reviews over pages
Reviewer
Chris
Location
Cardiff
Date
20/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Reviewer
Judy
Location
Durham
Date
31/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I need to write this review. I joined Plusnet last year with 300 package and after my experiences with two other mainstream broadband suppliers, I have to admit I didn't expect much difference. Plusnet has been fantastic, in both speed and reliability. I'm a disabled person, so I don't go out very much, and so I'm a very heavy gamer. I need the best broadband for my small amount of money. Speed is only good if connection doesn't drop.
Plusnet has given me both speed and reliability. I'm fully confident going into an extreme trial and raid knowing my net won't spark out seconds before my DPS damage burst is about to pop. I wake up knowing the light on my Hub 2 will be pretty and blue. So why do I need to write this review if it's all good?
All of these reviews talking about poor customer service.
A serious family issue hit and the butterfly effect took place. I lost my net through my own fault. I called Plusnet and explained about the issue at hand. Oh my stars. The people I spoke to, from Sandro (I hope I spelled his name right) to the kind lady and the mint bloke yesterday. Plusnet seemed to do an Avengers Assemble team up thing and got me a new account. They gave me a whole new account and the start date was scheduled 13th of June. However, the man I spoke to yesterday pushed it forwards and here I am.
Plusnet customer service was kind, thoughtful, and helpful in so many ways. Not only with net, but some very good advice for the issue at hand. I'm so grateful to them. Thank you, Plusnet. Your customer service was Grade A.
Reviewer
PiersB
Location
Dorset
Date
21/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible experience- I cannot believe I opted to use them despite the poor reviews online. Fair enough to wait two weeks for fibre installation but nearly two weeks after router was hooked up I still can’t connect. Service team very friendly but wholly impotent to sort out the problem of activation and all blame laid squarely at the feet of BT Wholesale. I call them every day only to get the message that they are waiting for their supply chain to activate my account. Hopeless to share that as my contract is with Plusnet and I really expected more. It’s embarrassing they can’t control the supply chain. Do not under any circumstances be fooled by the friendly call team as they have no authority to make it happen. Dreadful.
Reviewer
jeeva
Location
boston
Date
07/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As an IT professional heavily reliant on network connectivity for work, I depend on Plusnet's services, especially now with childcare responsibilities. Recently, their marketing team persuaded me to upgrade to their fibre network promising higher speeds. However, after the upgrade, I'm not experiencing the advertised speeds. Despite contacting their technical support, I was informed that the limitations of my area prevent them from delivering the promised speeds. It's frustrating because Plusnet shouldn't be making promises about fibre technology and network speeds if they can't guarantee them. It feels like they're deceiving customers with false assurances. Despite their 16-month promise of speed upgrades, there hasn't been any improvement.
Reviewer
Aliakbar Shakoor
Location
Portsmouth
Date
11/04/2024
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I'm not happy with the service and fixing issues...I've been with this company for 2 years but whenever I really need Internet there was a problem and takes days to fix..
Reviewer
Greg Mahony
Location
Norwich
Date
02/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
BEWARE! DO NOT USE! Plusnet are like Delboy, crossed with the Chuckle Brothers and Mr Bean! Everything they touch is a mess, there new name is PLUSMESS!!!! My family have been with Plusnet since they launched many years ago, since DAY ONE! We were one of the first customers and WERE avid fans! We used to love them, There customer service has gone down hill, it's now awful, a total MESS and we are thankful to have left. They have a UK call centre, but everything they do is full of problems and errors. Imagine Mr Bean on the phone with an attitude, that is there average call handler. They are just candid and rude. Everytime we moved house in past 8 years, they messed it up somehow, everything they touch is a MESS!! I dont want them anywhere near my internet connection Thank you very much. This time around we were moving house in 2024 and yet again, they messed it up, even though i carefully went through everything in fine detail with the Plusnet agent. They ended up delaying my internet being installed in my new house, as they didnt process the request properly... ofcourse, so i just paid to leave the contract as cant stand this ridiculous mess anymore. I would call them PLUSMESS as everything they touch goes to mess, like the CHUCKLE BROTHERS or MR BEAN. When they install the internet they should say ''To me, to you, to me, to you'', like the chuckle brothers did with carrying a ladder. Its an embarassment. My internet even went down in my old address, and when i logged it, they ended up not even logging that properly. Literally EVERYTHING THEY TOUCH is a TOTAL MESS!!! Stay away!! Its just ridiculous, they are PLUS at messing stuff up.... An indian call centre would actually be better. I suggest they fire EVERY CALL CENTRE MANAGER in the Uk and start again, because i can foresee this company going bankrupt. People are NOT happy, and I was there biggest fan, well.... not anymore!
Reviewer
Jonathan
Location
Bournemouth
Date
01/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Was once the go to service. Been thrown out for mobile phones (2). Price increases!! Cannot talk to the staff as you used to be able to! assume more complaints!! Cannot wait for my contract to finish!!!!!
Reviewer
steve
Location
Essex, UK
Date
30/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Truely horriffic service!
I have had speed issues for over 5 months. During this time I have been working with the tech team at plusnet, there is no resolution, and the said if I want to leave it will cost me over £100 (170 if I remember correctly) and to top this off they want to increase the price above the amount I signed up for by 3.9% above CPI! What a rip off.
All of this just to try to get the "minimum guaranteed speed that's hidden in the small print! I have NEVER seen the 41-60Mbps the lured me in with!!!!
AVIOD AT ALL COSTS!
Reviewer
Evans
Location
Wythenshawe
Date
14/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible service. Toxically cheerful and folksy customer service are unable to follow through on any of their promises. Internet service is slow when its needed (afternoons and evenings as I work for a US company). At other time its vaguely about the right speed but useless for videdo calls and conferences. The ONLY reason I signed up was because they allegedly had speed. They did not. AVOID them!
Reviewer
Scott
Location
Edinburgh
Date
28/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrrible customer service, mis-sold products and rude. avoid at all costs.
Reviewer
Alex Walls
Location
Cambridgeshire
Date
23/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Signed up for 2 years at 31.99. 2nd month was sent an email that my price is being increased by 2.53 per month.
Apparently they raise their prices every March on all contracts... so what is the point in me being in a contract with these muppets then?
It is in their terms and conditions - I read them after I got this email, but from a legal standpoint it's got to be dubious. They didn't point out that the price would change and if they had, I wouldn't have gone with them.
Definitely leaving them at the end of the contract. Unfortunately I have nearly 2 years to go.
Reviewer
Suzi Snell
Location
Frodsham
Date
09/02/2024
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Really poor customer service- William was not at all helpful.. I have been a loyal customer with Plusnet . I must have come out of 18 mth contract no notification and my bills nearly doubled . Explained to William customer service assistant no refund allowed , not interested .Response must have gone to your spam. In the current economic climate the company should be a little more empathetic. Company must be inundated with customers as they are not interested in retaining them!!!!
Reviewer
mark elliott
Location
sevenoaks kent
Date
31/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Removed the old broadband line to install full fibre on 26/01/24
Since the installation, we have have no service since then (6th day now)
Must have called 30 times in the last 6 days to try and get this over the line and sorted out.
We are no further now, with plusnet blaming open reach and open reach blaming plusnet, than we where 6 days ago.
These faceless organisations who are growing at a rate that far exceeds their ability to offer a service, take a payment prior to being able to use said service and fob you off with weak arguments as to why it doesn't work.
They now have asked me to take a second day off work, so the incompetent engineer and return and put this right.
Reviewer
S.Tosh
Location
Devon
Date
11/01/2024
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Rubbish customer services Just had what can be described as a ri off price increase. So rang them to tell them to stick they product, Instantly the staff member offered my a monthly cost just lower than, my current price they planned to almost double. He cancelled my DDM so he could set up a new 12month contract. What did I get today an email from plus a text message threatening to restrict my broadband service unless the rip of monthly cost was paid. Still what can yo expect from a division of BT, strange how they keep quite about that though but the engineer let the cat out of the bag when they had to come out to correct a router and socket fault. Avoid like the palgue they are BT even the same standard BT routers with a Plusnet sticker on them
Reviewer
John Sanderson
Location
Solihull
Date
22/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Ordered Plusnet broadband earlier today to go live on the 9th, which is the date we move into the property. Received comms this evening confirming activation on the 10th, so I phoned immediately to say it needed to be the 9th and I advised by an adversarial agent that that my request to go live on the 9th, which I repeated to him several times, was correctly interpreted as requesting an activation date of the 10th. When I said, make broadband go live on the 9th he said it would delay activation by 4 days, and given his tone of voice it was clear he was just being difficult! Just rubbish, will shop around for another provider and cancel the Plusnet installation.
Reviewer
Ashman
Location
Liverpool
Date
14/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just spoke to customer service in Sheffield, about no broadband. I am not on the list, for security, I explained my mother is 93, just out of hospital district nurse attending, she is unable to hear or speak coherently, all he would say was when can I talk to her, I explain again, when can I speak to her, all I asked is to check the line, nope when can I speak to her, you are not on the list, please just check the line, when can I speak to her, I reply you can't so is this a waste of time. He then hung up. The broadband supplied here is, and has always been terrible and slow, lucky to get 1.5 Meg speed, constantly dropping out, if the landline is used, or called broadband drops, because of my mothers very low need she has said nothing and just got on with it. Think its time to change providers as no speed no stability and no help at all.
Reviewer
Paul
Location
East Cowes, Isle of Wight
Date
12/12/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I don't often have problems with the broadband service, but I wanted to get my Google Chromecast working (which worked fine with my previous provider (John Lewis), and now it complains about AP isolation towards the end of the setup. I looked on the Plusnet forums and others have had the same problem. Rang tech support, and the only thing they could do was factory reset the router, which did not help, and then suggest contacting Google. I have not done this because Google are just going to say that it is their issue, and I am inclined to agree.
Tech support basically useless.
Reviewer
Madeline
Location
Lancashire
Date
05/12/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Plusnet broadband for several years and never had any problems with their service. Today I spoke to customer advisor Luke in Sheffield. After answering my call almost immediately, he went above and beyond to help me with my query in a manner that I could fully understand. Excellent customer service. Thank you
Reviewer
Shirl
Location
Lancashire
Date
29/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I joined plusnet for what I believed was for people on benefits
Now I find they don't do it
So where has my supposedly plusnet account for people on benefits come from ???
Reviewer
Mathew
Location
Cornwall
Date
20/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Incompetent staff who like to leave you in the dark, I made a complaint about some issues I had. I was told an investigation was going to take place and that I would hear back. Obviously I’ve heard nothing back until a debt collections letter come through my door for £20. No phone calls or emails about owed money, straight to a third party company. Of course all they care about is money and not customer satisfaction.
Reviewer
Elaine jackson
Location
Lincs
Date
16/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid! Terrible company,I was told it would cost 24 pounds a month but it was 30,they then started taking 53 pounds,I rang them up they offered me it for 28 said no then said I could have it for 22,I cancelled.
Bunch of clowns!
Reviewer
Din1061
Location
Essex
Date
16/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with PlusNet now for around 12 months. I was previously a customer many years ago and had a bad experience with their customer service. When looking to change deals in our new home, PlusNet offered the best deal so I decided to try them again. I have been shocked at how bad this company have become.
We have a relatively new build home (<10 years) yet from the speeds we get you'd be forgiven for believing we live in a forest with no phone line. We are a short distance to the 'green box'. We get, apparently, acceptable speed to the router which is where their customer service ends. They guarantee a line speed but in the small print this is only for a wired connection and does not apply to WiFi. We had many issues with the service cutting out and receiving sub 1mbps speeds they sent a new router, which made no difference. They sent two 'engineers' the last from BT who decided to disconnect every other phone socket in the house bar the master at the front of the home. Not only did this mean we had to relocate the router, but now signal towards the back of the house was almost non-existent. PlusNet did not care a bit that this happened.
I have tried range extenders, power line adaptors and installing a MESH network, none of which improve the overall quality of the broadband and ultimately I still only receive 1-4mbps download the majority of the time and cannot even stream a 3 min YouTube clip!
Complaining to PlusNet is nothing short of banging your head against the wall. They are rude, unhelpful and simply do not care they are providing a subpar service.
I will never use this company again. Their Hub2 does not support MESH network so now I am having to work out how to install a 3rd party modem/router to improve performance.
Use at your peril!
Reviewer
Nicholas Atkinson
Location
Avoid upload speeds unusable
Date
15/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Was happy with them for a while, but my wife and I are getting issues for work, teams, FaceTime, blink and ring cameras not working.
Upload speed is 0.5 mbps, new router installed, engineer tried to improve the speed but hopeless, FULL FIBRE is not available as only CITY FIBRE
Want to terminate contract but not possible for 7 months
Looks like I will have to pay twice now for another provider
If you want to use any application or device that needs reasonable upload speeds then avoid PLUSNET
Reviewer
Luke
Location
Newport
Date
19/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Had a few problems on the line. Had no problem getting through to humans for help. I would use their service again.
Reviewer
chris Orme
Location
Southwell
Date
09/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
we used to have 3 BB contracts with plus net for over 15 years, always been spot on, but since the BT Takeover they have gone downhill, I renewed one of the contracts October 2022, they now say that I never renewed the contract even though I spoke to an agent about it a couple of days later. been overcharged about £340 in total. apparently they have no records that far back including voice recordings. All I would Advise is take your business very much else where.
Reviewer
Hannah
Location
Swansea
Date
07/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
arranged a move home date around the open reach plus net engineers. The open reach man was outside in his van for an hour I went out a couple of times. He didn't even attempt to come in to the property to check everything was working and just left. Typically it wasn't working. Call plus net and the earliest they will get someone out to look at the issue is 7 days. Absolutely shocking that they will leave someone 7 days without any internet in a day where people work from home for an error that was their side. really unsympathetic service and no attempts to bring an appointment forward. Won't recommend.
Reviewer
Gary
Location
Hampshire
Date
05/10/2023
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Originally went with Plusnet as had been imopressed with the customer service experience whilst dealing with my parents broadband.
And the technical support has been good. But really feels like the good people that work there aren't being supported by the higher ups.
Am finally leaving them this year as despite asking this year what their plans for the PSTN switch off was and getting np answer, I have now been told they will not have a phone service after the analogue system is turned off.
It's just starting to feel like a very stripped back business.
Also I only had my hub working for under a year before the WiFi broke.
But the connection to my property has always been reliable.
Reviewer
Ian
Location
Heywood
Date
02/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Finally able to leave plusnet after 18 months contract. I have had a really bad customer experience and am sharing what I experienced. During my contract I was without a phone service for 30 days, not able to make or receive calls. I contacted Plusnet at the start of the problem and they refused to aknowledge that there was a problem. To have a senior customer services manager argue with me to tell me that my phone was working and that it was a crackle on the line. I was told that I would receive compensation for my lack of service by their customer services advisor ( as per the terms of their Ofcom agreement) but in the end they refused to honour this. I finally got the matter resolved by writing to the director of customer services. At the end of my contract I gave them a months notice that I was leaving and going to a new provider this was due to take place today 2nd October, but Plusnet decided to turn off my broadband on the 30th September so without any broadband or internet access for two days. I have raised this with Plusnet as a conmplaint who were supposed to ring me back today with an explanation and outcome but they neglected to contact me.
Reviewer
Jeffrey Kemp
Location
Farnham
Date
16/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I signed up for a package and they over billed me x 3 the agreed price , I complained and they agreed the bill should be 24.99 pcm both verbally and on email and i was due a credit. Im debited Pds 76 and guess what next month bill is Pds 55 . CHECK YOUR BILL VERY CAREFULLY WITH THESE GUYS
Reviewer
KEITH
Location
SOMERSET
Date
09/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worst company iv ever had was signed up…
worst company iv ever had was signed up on 19 july to fttp told install on 1 aug no came when i rang told no engineer booked but i was told by email and on the phone that morning of the install should be with me
the over the next 2 weeks its gone back and forth with them tryng to get a install and was told today 9 Aug the next update on this will be on 16 Aug week
later so called and cancelled the order will not recommend this company for broadband supplier as dont know how to treat people.. WORST SERVICE IV EVER HEAD IN MY 53 YEARS OF MY LIFE HOW THIS COMPANY ARE STILL AFLOAT WITH RUNNING LIKE THIS IS BEYOND ME i do hope this company goes under as they don't deserve clients and customers wish id see the reviews before i signed up as lot of 1 star reviews on how people have been treated im never using them again
Reviewer
Andy
Location
Lancashire
Date
01/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
We did not get the cash voucher promised when we signed up as payment failed going through to Plusnet on a switch site then on their site. It had to be done on the phone. First on a switch site £70 and on their own website offered £50 voucher. We expected a voucher would arrive within a few months but it didn't. The main person at home is elderly so it was forgotten. I was told by staff that after 3 months we could not claim it (as it was 'third party') - same answer even if offered on their site. Internet reliability and speed is average. Staff online are ok but you wont get your money back!
Reviewer
t courtney
Location
orsett
Date
31/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
a complete waste of time been off for 2 weeks now ...and not going to reconnect me for another 2 weeks,just a bunch of clowns....DONT DEAL WITH THIS "COMPANY" THEY JUST DONT CARE
Reviewer
Martin Chambers
Location
Presteigne Mid Wales
Date
25/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Left Talk Talk because of appalling customer service and joined Plusnet. Plusnet service is terrible, I have been lied to, I have been promised dates, I have been waiting over 2 months for a service. Order placed May, now been told it will be August before I will get Broadband.
I'm now wishing I stayed with Talk Talk - at least I had broadband!
Reviewer
Richard Bartholomew
Location
Norfolk
Date
13/07/2023
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
The Broadband side of things is fine, but just don't waste your time with their Webmail. Utterley hopeless, and whilst you might get in very early in the morning, from then on it's unlikely to connect until late evening.
If Email is important to you, choose another Provider, as Plusnet is useless.
Reviewer
Euan
Location
Glasgow
Date
03/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The customer service is the worst I've ever experienced. Each time I've phoned I receive contradictory information and I'm always promised I'll be phoned back to which never happens. Useless
Reviewer
Jan H
Location
Craven arms
Date
28/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Very poor customer service. Charged me even after the contract ended and they had said I was going to get a refund because the price was going up
I would not recommend. Even set a debt collection agency on to me for 14£. Be very careful if you want to use them, they are part of BT after all. Not good
Reviewer
Sabrina
Location
London
Date
24/06/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I’ve been with plusnet for well over 10 years as I’ve always managed to get onto a good deal at renewal. Even moving house with them was easy. Just recently upgraded to fttp and service went a bit awry, however a call with their support team has got it resolved. Has no issue getting through to them. Whenever I call them pick up is quick. Tech support do a call back from a text bot service and say it will be within 30 mins. My call was more like 10 mins. Very happy with their customer support.
Reviewer
Kuljit kaur
Location
Airport road
Date
24/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad experience don’t waste your money.totally wastage of money.bad services.
Reviewer
Russell 0wen
Location
S,wales
Date
10/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible company avoid at all cost ,I was told they would match sky's offer of £26 a month for 18 months then a few weeks later put my price up to £30 ,the should have been made more clearer to me that the price of £26 was only for a few weeks
Reviewer
Ana
Location
London
Date
07/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been waiting for 15 days since my order went through. They keep saying it's down to Openreach not getting back to them. But this isn't the main issue here. The main issue is that Plusnet doesn't care about updating me on the status.
They won't chase openreach or give me an update unless I keep calling them. They always ask me for a new deadline and once day comes, Plusnet doesn't get in touch with me at all.
And what happens next is that I need to keep on calling and begging for them to act as professionals!!!
Reviewer
Brian Harrison
Location
Kent
Date
06/06/2023
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
I have been a Plusnet customer since 2008. Had quite a few problems with back in the past so went to fibre TTC and there was a great improvement. The customer service is very good when you can get through. Next year my 24 month contract ends and Plusnet wants to increase it by over £20 per month. This will not happen as I will seek another supplier.
Reviewer
AH
Location
Wirral
Date
03/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking. Transferring from John Lewis and was promised a smooth transition. Now been without Internet for two days with no idea when we will have it back only said they will give an 'update' on Monday. Avoid avoid avoid
Reviewer
FFU01
Location
East
Date
25/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I joined Plusnet broadband in March 2023 at an advertised cost of £25.99 per month, switching from Sky which was £30 per month. However, I have never paid £25.99 per month but instead, £29.74 per month. I joined Plusnet via their telephone sales team and not once was I warned that I would never pay the price agreed of £25.99 per month but in fact an increased price. If I'd have been told, I would never have switched.
I called this morning to complain and was told that there is an annual price increase at the end of March. I questioned why the operator is happy to tell me this following a complaint but the sales person did not tell me this at the time. He just repeated his script about the annual price change etc. As soon as I put the receiver down I received an automated email saying it's all explained in their T&Cs and that my complaint was closed.
Reviewer
MG
Location
London
Date
18/05/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Absolutely brilliant customer service. All their call centres are based in Yorkshire and you really feel that care and warmth when they try to help you. Fibre in all of the UK by 2026
Reviewer
Tom
Location
Wiltshire
Date
16/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Comments:
Waiting for my new contract to start, which was expected to commence on 01/06/23. However, Plusnet notified me via text on 15/05/23 that my activation date has been changed to 24/07/23, nearly 2 months later than requested.
Upon speaking to Plusnet they explained the situation, however, did not explain how I am supposed to work from home with no internet for two months.
Their customer service team has been helpful in most instances so far, however, I would be wary regarding any promised activation date if you don't want to be stung. I am now going to have ask my current provider if I can delay my agreed cancellation date.
Unlikely to be renewing with Plusnet after this contract.
Reviewer
Jim
Location
London
Date
06/05/2023
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Started badly, never sent me my router, spent a month chasing the router and line issues, so for the first month I paid for nothing. Service was ok once I finally had it working but the modem would crash about once every two days and need power cycling to get it running again. I put it on a time clock and had it power cycle every night. Left at the end of the contract, would have liked to have stayed a few months more but not at the huge price increase out of contract £28-50.
Reviewer
Michael Gardiner
Location
Darwen
Date
02/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would not even give one star if it was possible. Signed up 6.3.23 leaving 4.5.23. After hours and hours of phone calls being passed here there and everywhere without sorting any issues sometimes unable to speak to people numerous promises of calls back which were never received etc. they have been useless from start to finish! Please do not sign up for your own sanity even my husband who is very placid and laid back said they are making him ill.
Reviewer
Jack
Location
Manchester
Date
21/04/2023
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I'm happy to be leaving Plusnet broadband next month - their service is overpriced and unreliable. I just had my internet cut out at a crucial moment during an extremely important meeting. Charging out of contract customers over £50 a month for rubbish connectivity is not a good look. If I ever need to change broadband providers again, Plusnet will be at the bottom of the list.
Reviewer
Sue Garland
Location
Sheffield
Date
21/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
If I could put a minus figure, I would give plusnet a minus. We took out a broadbrand contract with Plusnet, due to circumstances we had to move within 6 months of starting the account. We provided a change of address and asked if we could continue with them at the new address. We were told there would be no problem. We were then told we had to pay £173 cancellation fee, we disputed this and Plusnet apologised. A few weeks later £173 was deducted from our account, without notice. We have been fighting for a month to get that back. We have had numerous phone calls with Plusnet and passed from pillar to post. We have now had enough, we do not recommend anyone goes with Plusnet!
Reviewer
Paul
Location
Northampton
Date
20/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet quoted me a reasonable price on an 18 month contract. Just after the two week exit period elapsed Plusnet spiked the price up by nealy 4 pounds a month. Their head office refused to let me out of the contract, said it was within their terms and now I just have to keep paying it.
Reviewer
Toby Rymell
Location
UK
Date
20/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Wow plusnet, where do we begin, so we moved into our property ordered the internet for it to only be installed 2 months later, they admitted that they had forgotten about us, gave us 4 moths free, soon as those 4 months ended we went to Virgin, plusnet offer £24 at the time the contract was taken out, stating you get 26mbps, (you get 3mbps) only, 3.2 on a good day, customer services suck, having said that they are from yorkshire and that population has always tried being something it isnt, isnt that right DUCK! Quack Quack, ANYWAY STAY WELL CLEAR OF THIS COMPANY IF YOU HAVE ANY SENSE, I NEVER THATS WHY THEY GOT ME, BUT THAT WAS THEN, CHEERIO PLUSNET. THANKS FOR NOTHING.
Reviewer
A green
Location
Bromyard
Date
12/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer services just put phone down on you and then send you a text message for survey jeml is so rude unbelievable
Reviewer
Joseph Gunn
Location
Glasgow
Date
10/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STOP..Do not be fooled by the tv adverts, save yourself a lot of stress & hassle down the line, please stay a million miles away from this company, Plusnet are a total lying bunch of thieves.
You have been warned.
Reviewer
kitty
Location
north of england
Date
06/04/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Contract scammers.
Everything's fine with the service, but they scam you on contracts. Once your term ends, they double your price. So you have to take a new contract. However, if you ever move, that contract locks you into hundreds of pounds in moving fees. So if you ever plan to move in the future, they will always have a couple hundred quid off you because you're always forced to remain in a contract that suscribes to that. Very scammy. I suspect they make more on cancellation and moving fees than they do on their service.
Reviewer
Andrew gibson
Location
north east
Date
06/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Cancelled my service on the wrong day leaving me with no broadband for weeks
Reviewer
Claire V
Location
Suffolk
Date
04/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
7 months and still waiting for full fibre installation after countless cancelled appointments.
Plusnet is a pale shadow of what it was 12 yrs ago and those at the top should hang their heads in shame.
Reviewer
Nick White
Location
Suffolk
Date
04/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Signed up to full fibre last summer.installation was booked for September,but nobody turned up.Heard nothing,then they said they'd install on December 23rd,they did turn up,but couldn't complete installation and said they'd be back in about a week,but never happened.
Eventually,an appointment was made for early March 2023,but nobody turned up as usual.Another appointment was made a couple of weeks later,but same story.Another appointment was made,this time they said an engineer visited the property and realised further work was needed before he could carry out installation. I was here in the morning they said they were here,but I saw nobody !!
We were then guaranteed installation would be completed by 27th March,but guess what,another no-show.
We've pretty much given up with Plusnet,we currently have very slow BB speed of around 4-5mb but this is often halved in the evenings,so trying to stream something on TV can be very frustrating.
I honestly have no idea if installation will ever be achieved with Plusnet,because there's ok obviously a total breakdown between themselves and the BT/Openreach contractors.
We've been with Plusnet for about 12 years,they were excellent to deal with, customer service was absolutely brilliant,but it's been hard work to get anything resolved in recent years,and usually taken at least 2 phonecalls as staff don't sound as experienced as they were,but this Full Fibre installation farce has been a joke,it's now early April and have heard nothing for almost 2 weeks.
Reviewer
A lynch
Location
Kent
Date
01/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Gave this company 4 weeks notice and I’ve been told it will take another 18 day’s notice to get my bb sorted terrible service cancelled to go to sky
Reviewer
Gardiner
Location
Darwen
Date
24/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
The worst!! my advice is do not even entertain this company. I have never fortunately had to give such a bad review but 3 weeks after moving into a new property we still have no internet!! Customer services have been useless!! Please do not even bother as the stress after also just moving is unbelievable. Massively disappointing that they use Open Reach as their get out clause. Normally only review positively but feel disappointed that we have had to review negatively as customer service can’t even help us!!! We are so really disappointed and frustrated.
Reviewer
harry
Location
cheshire
Date
24/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer services.
The staff have no clue.
I can only describe this company as COWBOYS
Reviewer
Andrzej
Location
Southampton
Date
22/03/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Everything was fine at the old address. The problems started when I changed my place of residence. Plusnet couldn't guarantee me the high speed internet I had before so I ended my contract with them early. They make me pay a fine for this. In their regulations, in point 9.4, it is clearly written that if they cannot guarantee me the existing services at the new address, I can terminate the contract earlier without paying a penalty.
Reviewer
H h wang
Location
lichfield
Date
10/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Then I waited for a long time and your company keep messaged me that the engineer will come to install the fibre on February 8th. (last month)
According to the video on your website, I moved all the furniture and waited all day, but the engineer did not turn up! I called customer service a few times and all of them told me: waiting, the engineer will be yours shortly! I don't understand this part, why the engineer has my number if he can't come he can simply tell me and let me know the reason, so I don't need to wait all day again, but he is doing nothing.
Nobody gave me any explanation why, so I have to make a new appointment, the new appointment is after a month! it was the 9th of March, yesterday! Waited for a month, and yesterday, the same drama,!!! No engineer, no phone call, all your customer service told me to wait!
Waiting one month or two? What is on the contract? Please take a look!
On contract 5.
Delivery of service
(page 5)it says:
If you're staying at the same address and changing product (e.g. Unlimited Broadband, Unlimited Fibre or Unlimited Fibre
Extra) it should be 1 – 2 weeks.
Yes, it's 1 – 2 weeks, NOT 1-2 months!
Your company is non-observance of the contract, and It was you who broke the contract first, not me, please take some responsibility!
This is a complaint.
And what about my bill? Why add some extra bills every now and then? Have you provided the services you promised in the contract?
I've never seen such poor service, this company are selling something you don't have, which is fibre & integrity and service,
Your company treats customers like garbage. Total waste of the customer's time and money.
I hope you will make some substantive changes: unconditionally delete my contract or complete your commitment next week.
It has been more than two months waiting for you to fulfil the promises and there are a total of 12 months in a year, unbelievable service!
Reviewer
Cat
Location
County Durham
Date
09/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
was with them for nearly 5 years and they honestly treated me like crap at the end. on sep 2022 I took out a contract renewal. I showed as 12months or 6 months. I knee I was moving early 2023 so I took 6 months out. when I called in Feb 2023 to cancel my policy I was informed I was due them £170 as I still had a year on my account. I argued against this as I knew I took only 6months. I was called a liar and told this was my problem not theirs. they claim to not do 6 month contracts but then why did it show as that on my app when renewing. no one can answer that. never go with plusnet they are horrible and rip you off.
Reviewer
Ben
Location
Bradford
Date
08/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting company. Signed a new contract in June 2022 for 12 months, rang Plusnet two weeks later to let them know I was moving (we'd only just been informed of the move date) and they not only increased the price by £5 a month, they also added on an extra 12 months to the contract without me agreeing to it.
They sent me three emails on the day of the move and eight (8!!!) paragraphs down on the third email they sent me, hidden in tiny font it said "new 24 month contract". This is despite me saying several times to them over the phone that I did not want a new extended contract.
I have asked them to retrieve the recording of the phone call I had with them when we first had this discussion but they "cannot find it". This despite there being a disclaimer at the start of all calls with them saying that all calls are recorded.
Avoid at all costs - they are scammers!!!!
Reviewer
Andreea Ungureanu
Location
Essex
Date
02/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst experience I ever had. When I signed up I requested a phone socket to be installed and the cancelled that because they said I don’t need it. Like they know what I had inside my house. Anyway I called again booked an appointment with Ingineer who never showed. Called again the booked again only to find out on the day the haven’t actually booked another appointment. Absolute joke!
Reviewer
Andy
Location
Flack
Date
01/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
3 months in they raised the prices and nothing i can do. I joined as they were cheap, but this only lasted 3 months before they are no longer good value. i will leave them as soon as possible!
Reviewer
Andrei
Location
Cheshire
Date
27/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
No connection for the last few days. Today, waiting for an engineer booked 0800-1300, rang three times one agent said he is coming another said he rang me and couldn’t get hold of me so he left(I’ve been in front of the window and had no missed calls) and now they are saying let’s hope they fix the issue. What a waste of time and nothing sorted.
Reviewer
Steve
Location
Grantham
Date
27/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid. Internet connection very unstable and unreliable. Upload speeds are unbelievably slow. We are now on our 3rd router in 2 months. They tried to charge us for a replacement for it being their equipment!! Still constantly dropping out and losing internet despite 2visits from openreach to solve the problems. Customer service very unhelpful and difficult to get to speak to someone. However very efficient at putting up their prices I've noticed. Can't wait for my contract to end so I can go elsewhere.
Reviewer
Tony
Location
Lancs
Date
23/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Dreadful paid for 6 months that didnt work then they had the cheek to offer me 6 months free (in other words nothing as Id already paid 6 months not working)plus one manager tried to blame me for the whole thing
Reviewer
Bryan
Location
Falkirk
Date
19/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
extremely poor customer service, multiple open complaints they have ignored, multiple failed callbacks that were promised. My line went slow at 3am daily their agents advice "oh ot must be heavy usage"
Reviewer
Jonathan waugh
Location
County Durham
Date
10/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Ok so I’ve been with plusnet for one year now, I’ve been a customer since mid 2021 and have recently just taken out a new 2 year deal, (huge mistake) firstly the reliability of the Wi-Fi in the first year was horrible, so bad, we had to by booster out of our own pocket as they would not upgrade to router free of charge, after we bought the booster the Wi-Fi was ok, not great but ok, the devices connected via Ethernet were very in and out for some reason, ( we have there top package that is available to us I should have mentioned this earlier), the initial price was £24.00 pounds per month but they put my price up about 3 pounds per month last march, even know I was told my price wouldn’t go up , like I said I’ve recently taken another contract out with them because of three reasons, 1. they offered me a 2 year contact at £22 pounds per month which was by far the cheapest I could find, 2. They gave me there top of the range router for free ( or so I thought) and 3. They assured me my price would not go up, which at the time was a great deal, the massive problem is however I was lied to in all three factors, the free router was free but I was never at any point told I had to pay the £8 pounds postage which the slyly just added to my last months bill with out any confirmation at all, the the real kick in the teeth was the the email I received today stating my bill is going up £3.77 per month from march after being repeatedly reassured my bill would not increase over the term of my mew contract, so obviously I was very annoyed so I phone to cancel only to be told I’ve had the new contract for 17 days and I must be cancelled within 14 days to cancel, speaking to this new guy on the phone basically he said the guy that sold me the contact has repeatedly lied to me to get me to sign a new contract but there’s nothing he can do as he was sacked last week, overall there customer service is very good and fast, but given the chance there staff will definitely lie to you to get a sale, they have done it to me on multiple occasions, if it wasn’t going to be £330 pounds to cancel the contract I would have done it today. CAN NOT RECOMMEND PLUSNET
Reviewer
Reigate
Location
Yorkshire
Date
10/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
How naughty can you get. I looked at the headline price which looked fine, it went live 3 days ago. Today I got a message of a near 15% increase.
So I think as I am within my 14 days I'll cancel and go with someone who doesn't deliver such sharp practices!
Adiós!
Reviewer
Amanda
Location
Middleton
Date
07/02/2023
Comments:
Absolutely horrendous. Internet always going off and sometimes for 2 weeks. They said they would pay compensation paid 30 days after faults is resolved however, keep opening the same complaint because it's the same fault therefore avoiding paying the compensation.
Reviewer
J Thornton
Location
Bradford
Date
03/02/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Been with Plusnet for about 5 years and while their broadband is reliable, the customer service is terrible.
Didn't receive a reward card that was promised when I signed a new contract and then wouldn't allow me to close the account without £200+ fee.
I had to chase them for 5 months despite multiple promises to call me back.
It's a shame but there are cheaper and just-as-reliable providers available.
Reviewer
Stewart
Location
North Yorkshire
Date
01/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
After years of uneventful service from Plusnet our 'fun' began when moving house.
A switch date of the 19th Jan was agreed by Plusnet which was changed a few days beforehand to the 23rd, apparently at the behest of BT Openreach.
Long story short (and literally hours of phone calls later) 4 subsequent 'go live' dates have come and gone (with me always having to chase up the issue) and we're still without a landline and broadband as of the 1st Feb.
To put the tin hat on the whole thing in my latest call, Tenaz (the first Plusnet employee to actually take ownership of this shambles) has discovered that our order was actually cancelled, without reason, on the 26th Jan. So, to be clear, Plusnet have latterly been supplying 'go live' dates for a cancelled order that was never going to happen!
I'm being told that Plusnet can't talk directly to BT Openreach and, despite my pain and inability to operate without broadband, nothing can be done to escalate or accelerate the 'go live' date. I therefore now have to wait up to another 10 working days to be connected on this replacement order. That will be 23 days after the switch date originally provided ... if it happens.
In the hope that someone from Plusnet may actually care and read this review, the ticket number is 230387995 and I look forward to your commentary regarding this total incompetence. If this is Plusnet 'doing me proud' it speaks volumes about your customer service commitment.
Reviewer
Amy Scott
Location
Tunbridge Wells
Date
27/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly the worst customer experience I have ever encountered. Insincere and utterly unreliable. Their customer service representatives might be extremely charming and say all the right things when you are on the phone with them but there is zero follow through and absolutely no accountability. Once they hang up, you are forgotten. We had three different installation appointments across December where no one turned up. We were then promised a dongle would be couriered across to us overnight to provide us with interim connectivity until they could book in a fourth installation appointment. That dongle never arrived. Umpteen promises of calls back to sort things out – they never materialised. So many broken promises. What makes this even worse is that this was for my mum who is registered with them as a vulnerable person due to health issues and yet they still left her without any type of connectivity for over a month. Just really, really disappointing.
Reviewer
Simranjeet kaur
Location
Ub2
Date
27/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am using Plusnet for last 3 years.I just asked to send me a letter as address proof but they didn’t.it was really bad and rude.I requested three times.it’s my humble request please do not use Plusnet.because when we need they do not halp
Thank you
Reviewer
Karen
Location
Wiltshire
Date
20/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Switch should have been today. It’s not worked, and the earliest engineer appointment is 1 week later. No alternative options available. If you need broadband for work suggest you do not risk signing up.
Reviewer
Unhappy Chappy
Location
Surrey
Date
19/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband cuts out daily. Happy to give varying amounts on your account to pay and not inform you if a payment made manually (with adequate funds) is rejected.
Also happy to sell to dent agents one day after cutting off and refusing to take extra payment because the additional added on previous wasn't was the account said it was.
Absolutely terrible company!!!
Reviewer
T Ellis
Location
Chesterfield
Date
19/01/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Driven to add my comment after seeing a high rating for customer satisfaction. My experience of their customer services has been VERY poor. When I entered into a contract renewal I lost the inbuilt security. I didn't realise as an icon remained on my computer. Was at great risk for a month. Told it would take another month to fix and that I should arrange a free trial service to cover. After the month, still no security. I got free security. I then got a computer problem and the engineer told me my security was very poor. I got some compensation discounts but would rather have had the service. I've enough email correspondence, and records of phone calls, to write a book. After about a year my complaints were pushed up a level. At last some help! I was told to BUY MY OWN security and Plusnet would credit my account with the cost. About 18 months into my 2 year Plusnet contract they advised me that they had changed their security supplier from McAfee to Norton and that this might download and work. It did. I could have done without the time spent and anxiety this cost me. An altogether unpleasant experience.
Reviewer
Julian Jenkins
Location
Llandybie
Date
18/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company that i have ever had to deal with, have had a technical issue since it was installed 18 months ago, no one is capable of resolving and when i ask to move they have the cheek to charge me.
DO NOT USE EVER------------------
Reviewer
Ragnhild
Location
Sheffield
Date
17/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Upon contacting your services in August, I was informed that, as I did not have an English bank account, I only needed to borrow a friend's account information and then, when I had a user profile, I could put in my Norwegian details. This proved to be false.
I never received either a phone line or broadband router, as I have informed the customer service team on the phone several times.
Not hearing anything for months, I was shocked when my friend told me that you had taken a monthly fee from his account. When contacting customer service (again).
After apologising for not delivering the service, thereby admitting that it was not in effect, customer service still insisted that I kept paying until they could install one later in January (four months later). I would therefore pay a monthly fee prior to the installment of the service. By then, of course, I never wanted anything more to do with this company.
Finally, I insisted on cancelling my "subscription" with Plusnet. Talking to a very apologetic young man on the phone, he tried urgently to convince his manager that I would be exempt from the cancellation fee since I did not actually cancel anything (since no service was ever supplied). Yet the manager, of course, insisted on the cancellation fee to be paid.
This is shameless, fraudulent, and disgusting behaviour, to demand payments and fees for a service without ever supplying it.
Reviewer
Richard
Location
Bournemouth
Date
17/01/2023
Ratings
Satisfaction
5.00 stars
Comments:
PlusNet are a Great service provider. I was with Virgin, who were fast, but unreliable. I'd lose connection for several hours most weeks. Then I went to Sky. They were reliable, but while they advertised 60mbs, (which it was at the hub), I got only 35 mbs when I tried wireless, and just 5.7 mbs when upstairs away from the hub. Now, with Plusnet, I get the reliability of Sky, with the speed of Virgin, and at a cost lower than both Sky and Virgin. Unless they really jack up the prices, I am staying put. Thoroughly recommended.
Reviewer
JONATHAN
Location
Hurstpierpoint
Date
16/01/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have just managed to activate my plusnet purecard to access my £50 discount. I am disgusted that it has taken so many steps to activate this. This company has created a process designed to ensure as many people as possible do not realise the card value.
This process is discriminatory to so many different population groups, particularly the elderly / people with learning difficulties / illiteracy and people with adhd.
If discrimination is a value of plusnet company i will certainly not be renewing my contract next time.
Reviewer
Martin
Location
Peterlee
Date
15/01/2023
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
Nicholas
Location
GLASGOW
Date
14/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
Danny
Location
Bridlington
Date
11/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Ray
Location
Portsmouth
Date
09/01/2023
Comments:
Would not recommend plusnet if it was a last resort.i was left with no phone line for weeks with no explanation when called the customer service on line for hour at a time and promised a return call with updates which never came then the broadband was cut off again another hour and a half on the phone to be told that my order had to be reordered no explanation as to why the broadband had to be reordered as it was working fine in the end I got so fed up with there service I changed provider. This happened just before Xmas and as a new customer was totally let down by plusnet
Reviewer
Silvia
Location
Ellon
Date
09/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
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
Reviewer
Dennis allen
Location
Worksop
Date
09/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Liam
Location
Norwich
Date
08/01/2023
Comments:
Plusnet/BT in Norwich. Overall Upload and Download speed is very poor as well as frequent outages with no recourse available from their side that would solve the issue.
Do not recommend.
Reviewer
Nabila Rauf
Location
London
Date
07/01/2023
Comments:
This is the first time I actually bought broadband. The experience with plusher was absolutely terrible. Some staff members were very rude and aggressive. Did not receive any router 3 tunes after they so called send it. Was out of internet for nearly a month and could not work. No compensation offered to me and immediately cancelled my contract. I cannot believe how unprofessional this company is. Keep away
Reviewer
William
Location
NW England
Date
04/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
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.
Reviewer
Ag
Location
Glasgow
Date
04/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
CAGEN
Location
Marlborough, Wiltshire
Date
02/01/2023
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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!!!
Reviewer
Kay Bryant
Location
Buckinghamshire
Date
25/12/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
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!
Reviewer
Nonna
Location
Grimsby
Date
23/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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
Reviewer
Liane Metcalfe
Location
Oxon
Date
20/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
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
Reviewer
GC
Location
Kent
Date
20/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Kay
Location
Durham
Date
16/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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!
Reviewer
Jimbo
Location
North Norfolk
Date
11/12/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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!
Reviewer
Paul
Location
Dudley
Date
08/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
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!!
Reviewer
Ian
Location
Heywood
Date
07/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
Mike Chaffin
Location
Ammanford
Date
05/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
William
Location
Daventry
Date
05/12/2022
Comments:
Did not even get it installed offered a £50 voucher not to cancel installation refused this as will not answer phones
Completely rubbish company
Avoid.
Reviewer
Etaylor
Location
Rugeley
Date
05/12/2022
Comments:
Everytime I see that advert I want to throw something through the screen. 40 minute wait to get through to customer services. Ordered 16th November, 5th December still not connected,so I have cancelled the order and gone back to Sky
Reviewer
R Lucas
Location
Wilmslow
Date
04/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Cancelled this in April. It is December now and still charging me double what was in the contract and it doesn't even work
Reviewer
Nj leeds
Location
GUISELEY
Date
03/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Mark
Location
London
Date
02/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Keith
Location
Kirriemuir
Date
27/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
k
Location
St Albans
Date
21/11/2022
Comments:
Waited 3 weeks for my Internet (they took money off me straight away). 2 days before it was due to be set-up I received a text stating that my broadband had been cancelled! Phoned up (an hour wait) and was given no reason why it was cancelled and was told it would have to be re-ordered - and another long wait. I told the staff member that I needed to know when it would be set-up and would like to claim compensation. She assured me that I would receive an email the next day, informing me of when it would now be set up plus a compensation claim form. After a week I have received nothing. 5 weeks on I have no internet and I am now totally in the dark and £89 out of pocket. Atrocious service (huge waiting times when trying to speak to them).
Reviewer
Anonymous
Location
Huddersfield
Date
20/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Claire
Location
South Staffordshire
Date
17/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
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!!
Reviewer
Alan Bradbury
Location
Cramlington
Date
14/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
cally
Location
preston
Date
14/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Eva
Location
Birmingham
Date
12/11/2022
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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 ???
Reviewer
Rie
Location
Eastleigh
Date
12/11/2022
Ratings
Speed
3.00 stars
Reliability
4.00 stars
Comments:
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.
Reviewer
Craig
Location
Newton aycliffe
Date
11/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Steve
Location
St Helens
Date
10/11/2022
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
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.
Reviewer
John
Location
Shropshire
Date
10/11/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
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!
Reviewer
Julia
Location
London
Date
09/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Julia
Location
London
Date
07/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Elena Makely
Location
Cornwall
Date
05/11/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
Hugo Santos
Location
Suffolk
Date
03/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Daiana
Location
Lancaster
Date
02/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
TERRIBLEEEEEEEEEE. I would suggest to stay away from these people. I’m a student and it is the month of November and I STILL don’t have wifi in my house. The contract has been started in august and for 2 whole months I’ve been trying to get connection from them. Every time we have an appointment due to get wifi signal they either delay or cancel last minute. I’m fed up with them and we can’t even change broadbands because the agency were with are in a contract with them. I wish I could change broadbands because this is ridiculous. Empty promises over empty promises. Always blaming other departments etc. Get your act together please before you lose more and more customers.
Reviewer
Simon
Location
Luton
Date
01/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would avoid Plusnet to be honest. I had very poor (nil) reception, and cancelled my direct debit only to find they were still charging me. I disputed this, and they agreed to split the cost with me 50-50, and then added a negative to my credit score - they appeared to act quickly to negatively impact my credit score, so I think all prospective customers need to take this into account - they accepted that I never actually used the service (I could not connect via their service) but still my credit score suffered even though I was effectively paying them for nothing - proceed with caution.
Reviewer
Tony
Location
London
Date
31/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Problem's if you have Alexa or anything else that needs broadband you'll find Plusnet can't cope, connection goes up and down like a yo yo, customer services gone through the motions sent two people around to try and find fault at my end, can't wait till my contracts finished.
Reviewer
Jane
Location
Wolverhampton
Date
31/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Should be -1 terrible service not reliable
Terrible customer service talk over you and patronising,don't listen.
Take payments from you that you don't owe, and God forbid you asking for it back!!! Cos they don't want to give it back!!
Cheap doesn't mean quality stay away from this horrendous service provider they are not worth the hassle.
Reviewer
H
Location
KING'S LYNN
Date
25/10/2022
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Throughout my contract Plusnet have been hit and miss. Once I went away for 3 days so turned my router off. When I returned my internet speed was so low I couldn't even browse the internet. They said they detected my router was off so slowed my speed down and I had to wait for engineer. So 4days with out internet.
Most recently though I have decided to change my provider and ever since they were told I was switching, my internet speeds have dropped again for the last 2 weeks of my contract!! Spoke to them twice first time they said they send an engineer out and sneakily send me a message to my account (no email or text) to say engineer detected no problem and the second time they said they would me back within an hour with a solution and you guessed correct no call back! Tempted not to pay them for the remainder of the contract but is it really worth the hassle for less than a five?!?!
Reviewer
Jono gray
Location
Brixton
Date
25/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful. Lied twice about installation date. No communication. Do not use.
Reviewer
Alexandra
Location
London
Date
23/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 18 months of poor broadband, the service is not only more expensive, but also the broadband is worse.
Reviewer
Jennifer
Location
West Sussex
Date
18/10/2022
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Out of the blue Plusnet switched off our answering service on our landline. My calling features package says it is on but it isn't. Plusnet have not responded to numerous requests to switch it back on, they just ignore us! We have had to get an ansaphone as we are signed up for another 16 months. Will think twice before renewing with them again.
Reviewer
Mark
Location
Sunderland
Date
18/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Delaying switch over by a week leaving us without internet. Take up to an hour to answer the phone. Staff seem nice enough when you eventually get through but I would avoid like the plague if asked to switch again.
Reviewer
Sid
Location
Sheffield
Date
17/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Terrible internet connection which cut out on a daily basis. Very expensive
and customer service is not interested.Avoid.
Reviewer
Marcin
Location
Wales
Date
17/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Plusnet is a mess at the moment.... No communication between departments and can't even send me right bill after I upgraded my service, so I ended up overpaying my bills... Another issue is that plusnet by mistake disconnected my broadband without letting me know and then when I called the technical support team they were investigating the "fault" for 3 weeks leaving me without service i paid for, so they didn't even know the that they disconnected me ha ha! Joke and nightmare as I'm waiting now without Internet until 3rd of November, when they will upgrade my service to full fibre....
Reviewer
Roseanna
Location
Date
13/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I was a massive fan of plusnet. I was a customer for over ten years and even recommended two other people to it. The customer service has went down-hill completely and I would recommend no one now. One of the people I recommended moved, and plusnet could no longer provide them with the service they were paying for. They rang and were told it was sorted, and that they would not have to pay the remainder of the contract or the early termination fee as plusnet could not fulfil their end of the contract. They later received an email asking for the money owed. They rang again and were told it was the first caller's mistake and it was now sorted. The same thing happened. They called again and were told it was a management issue and it would be sorted this time and not to worry. They were then contacted by a debt collection agency who plusnet passed their details to. Of course the debt collection agency has added on a 25% fee on top of the debt. Plusnet were contacted again saying it's now not their problem as they can't see any details anymore. My friend explained the situation to the agency who contacted plusnet and were told to put it on hold for 10 days until they could look into it. 10 days later the debt collection agency got back in contact again demanding money. Another call later and the agency said they have heard nothing from plusnet, have had to put it on hold again, and are trying to get plusnet to contact them back. This is absolutely ridiculous and unacceptable.
Reviewer
Richard
Location
Wales
Date
13/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Terrible support. I have been without broadband for over 24 hours and can’t even get them to answer the phone. Be prepared to wait in a queue for hours if you call them for support and you will have to phone multiple times because your call will disconnect randomly after 20 or 30 minutes of waiting. I’ve only recently switched to Plusnet but I’ve already been taught that age old lesson - you get what you pay for. They are cheap for a reason.
Reviewer
Anonymous
Location
Anonymous
Date
12/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Loris
Location
Kettering
Date
10/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Huge disappointment with this company service.
Very crafty but touchy (raise your voice, they will cut the line) people at the customer service.
Just avoid or you will pay loads money for nothing.
Cancelling my account was another rocky road.
Reviewer
Simon
Location
Luton
Date
10/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would avoid them to be honest. I would avoid them. The customer service is very poor, and I found them charging me even though I didn't use the service - I was told I could cancel with a payment or put a 30-day notice on, and they would charge me more ... I informed them I had never used the SIM, and they insisted on charging me anyway and threatened to go to debt collectors even though I have never made one call with the SIM - all they were interested in was getting their money, no leway for the customer, no attempt to understand the customers position - a check on the account shows no calls or anything were ever made, but plusnet were not in the least interested. The call-handler did complain to me that this was making her job difficult - poor girl.
Update on 10/10/22 - Have come to an agreement with Plusnet, and have had half the debt written off, and have paid the other half. Had the following update this morning on my credit report:
ORGANISATION NAME
PLUSNET MOBILE (I)
STATUS
1 payment in arrears
ACCOUNT NUMBER
****7012
This means that the payment status on one of your accounts has been updated, and is worse than what it was last month.
Even though it's been paid off - didn't take them long to do that, did it - so extra note of caution, they'll hit your credit score if you give them half a chance.
Reviewer
Ron Smith
Location
Keith
Date
03/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Plusnet are good at marketing, the broadband works fine - the service is useless. I had a terrible time with them on a 24 m deal, they always overcharge and sorting it out is drawing back teeth. Should have known better but seduced by a cheap del I renewed. They cut me off, no phone for a month, sent me a huge early termination bill - even though I had renewed, and again so difficult to sort out. In 18 months they have charged me correctly only twice - always overcharged. I am paying more money to go elsewhere! Can't wait to be finished with them. My latest overcharge is due to a system error in their bookkeeping, which, the operator said, only affects about 1 in 4 people who are leaving them. Incredible!
Reviewer
Steve
Location
Malmesbury
Date
30/09/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I don't know who some of these reviewers were dealing with, but for me Plusnet service has been exemplary. I changed from Sky, usual thing prices just go up and no respect for customer loyalty.
Plusnet respond to calls quickly and efficiently, their engineers are excellent and initial problems have been sorted out in an effective and friendly manner. I only get 10Mbs out here in the country on a VDSL copper line, but modern TVs can easily cope with that on Catch Up without buffering and web pages open quickly too.
The router is much more effective WiFi wise than the Sky unit, giving me a better Wi Fi signal in my office and outside garage workshop. However it is still as susceptible to drop outs during distant thunderstorms as the Sky unit was, so some more thought needs to go into it's front end design.
Reviewer
Oriane lefort
Location
London
Date
28/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Comments:
I used plusnet for two years and it was hands down the worst wifi I ever had, and I had terrible ones.
Reviewer
peter
Location
blackpool
Date
21/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
been with them for a while now but the download speeds im paying for £36 is terrible never above 30mbs and thats very infrequent usually around 20mbs my tv seizes around a couple of times a week downloads go lower than 10mbs just a joke changing supplier hoping for the best
Reviewer
Jack Owen
Location
Bruton
Date
20/09/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Ive just closed down my Plusnet account. Only because Gigaclear have installed fibre to our door. Plusnet have been brilliant, great service, honest, decent and totally reasonable. If things change I'd have no hesitation to go back to Plusnet.
Reviewer
Vale
Location
UK
Date
19/09/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I’ve been with them for 18 months and they haven’t missed a beat. I’m only leaving because I like Amazon vouchers.
Reviewer
Roger
Location
Kent
Date
17/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Decided to go with Plusnet because of their "award winning customer service". When trying to track my order the system is saying I have no order. I've now been on hold for 35 minutes and counting. Come back Vodafone, all is forgiven!
Reviewer
Neil
Location
Durham
Date
16/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Customer service is dire. When I tried to upgrade to full fibre, I was informed by the sales agent , all work could be carried out externally. After returning from holiday, I found no technical work was carried out. Ringing their customer service to get it sorted out , on hold over 40 minutes - 5 times. They said I would have to be in so they could install ONT box. No progress and no alternative date given. After three weeks decided to switch to BT. Told by Plusnet I would need to ring (again) to cancel order. Eventually they rang me to sort out the cancellation. BT have now rang me to say they cannot install the fibre service as a duplicate order is in the system. Plusnet have failed to cancel order with Openreach, even after following their procedure. BT have now said I need to ring back Plusnet to get them to action the cancellation with openreach. How looking forward to another 40 minutes on hold. DON'T BUY PLUSNET. Worth paying an extra couple of £s per month to get good customer service
Reviewer
Richard
Location
Hertfordshire
Date
16/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been without internet for days. Support is friendly but ultimately useless. Open reach engineers are lazy and clueless and seem incapable of fixing simple issues. Not sure what their mission statement is, but if it’s anything to do with providing reliable internet then it’s misleading to say the least.
Reviewer
F hawks
Location
Sussex
Date
16/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We got a new router yesterday, worked great , relocated it today , internet is gone , reset , tried different locations and unplugged all phones , and no one is answering the phone at plusnet , even the chats too busy to help F !
Reviewer
Steve
Location
Manchester
Date
15/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Just had a nightmare dealing with trying to renew my contract with these cowboys today. It didn’t work on-line, then one of their representatives tried to force me into a new contract there and then on the phone, which I didn’t want. Then I get an e-mail saying I’ve been put on a new 24 month contract at double the market rate out of the blue. When I call to complain the service representative cut off our service with immediate effect and now we have no broadband for at least 10 days. This company used to be ok, now they are a joke.
Reviewer
Brian Keenan
Location
Northumberland
Date
14/09/2022
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Plusnet claimed £22.00 per month for 18 months now being charged £26.00 with 4or5 months still on contact so don't believe what your told on tv what he says is not true
Reviewer
Colin
Location
Farnham
Date
13/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet failed to install a new line 3 times over several months but charged me for the service. I went to another supplier. I took it to the Ombudsman (They are a complete waste of time and they said Plusnet had done nothing wrong). TWO YEARS later and Plusnet has sent a cheque for £67.98 for the charges they incorrectly applied!
Reviewer
Frances Roper
Location
Kent
Date
13/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Overall and in my genuine experience PlusNet are ... Not Fit For Purpose.
They should spend whey less money on their misleading advertising 'promising' what they have no hope of delivering and invest some of their seemingly impressive profits into their failing, flaky, unreliable, infrastructure. After all they are owned by BT who have the monopoly on all this substandard 'must have' Tech.
An extremely and very busy COMPLAINTS DEPT says it all and after a continued flaky & frustrating Broadband 'service' evidenced since January 2022 and latterly the last 3 months of being pushed from pillar to post, dealing and chasing one Operative after another, the left arm not knowing what the right is doing, a somewhat petty and obtuse Complaint Advisor whose less than impressive 'Resolution Offer' and his 'take it or leave it' approach is not how a Customer who could clearly evidence I was paying for what I was not receiving, should be treated.
Any business that feels it makes more Commercial Sense to then lose business as opposed to retain it in a fair & reasonable way needs to experience some tough lessons in basic economics.
Also businesses that are deceptive and lack overall transparency but very quickly whip out the very small T&C's are in my opinion, to be avoided.
And PlusNet, if you do read this please refrain from posting the standard ... 'We're really sorry and do contact our Customer Services as we genuinely care' clap trap response.
You had your chance and you well and truly blew it! So, never again :(
Reviewer
Simon
Location
London
Date
13/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Speeds were poor, no better than any other provider - decided to cancel my direct debit after never actually using it and never making a call - I would avoid them to be honest, the customer service is very poor, and I found them charging me even though I didn't use the service - I was told I could cancel with a payment or put a 30-day notice on, and they would charge me more ... I informed them I had never used the SIM, and they insisted on charging me anyway and threatened to go to debt collectors even though I have never made one call with the SIM - all they were interested in was getting their money, no leway for the customer, no attempt to understand the customers position - a check on the account shows no calls or anything were ever made, but plusnet were not in the least interested. The call-handler did complain to me that this was making her job difficult - poor girl.
Reviewer
Tony
Location
Penrith
Date
06/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Took out a contract for full fibre 74 and pay as you go phone as advertised on compare the market. When connected no land line. Plus net claim land line is not possible with full fibre yet it is clearly advertised.
Cancellation of contract £150 1 hour after delivery of broadband hub. Total rip off, need to stop advertising service they can't supply.
Reviewer
Richard
Location
Southampton
Date
03/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
From start to finish this is a very poor service, do yourself a favour and spend a little more and get a competent provider
Reviewer
Andrew
Location
Cavenham
Date
26/08/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
My previous Broadband provider was completely useless. Then went to Plusnet, haven't looked back since. The Fibre extra we have is fast and runs two workstations as we both work from home, our entertainment, Im a gamer and our Smart tv with subscriptions. I have never had a reason to complain, we are now moving to full fibre and looking forward to it.
Reviewer
John
Location
Wirral
Date
24/08/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I transferred to PlusNet after BT prices went up by huge amounts. There no problem with switch over and after entering my PlusNet User ID and password, continued with the BT Home hub. So a seamless transfer. The PlusNet contract is coming to an end, and I hope to continue with them - if the deal is good
Reviewer
AvaK
Location
Motherwell
Date
23/08/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Recently left them as broadband wasn't great, never had the speed promised, but to top it all, found out they'd never charged us correctly and ended up owing us at end of term, even with paying an early termination fee! Would not recomment!
Reviewer
Walter
Location
Date
19/08/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet gives you a 0.1 uploads speed and 0.2 download speed constantly, I've been unable to get good quality meetings with clients from home due to poor internet and when I try play video games, I'm constantly being lagged out. Overall, the are ****
Reviewer
spattzzz
Location
essex
Date
14/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
£75 reward voucher offer is just a scam.
Lots of complaints on the forums people not receiving this.
I have spent ages trying to get through to the non existent "award winning customer support" that doesn't actual answer the phone and is not contactable through email.
The voucher never arrives.
then price displayed is therefore false and attracts customers under false marketing.
better deals and support elsewhere.
Horrible experience, avoid.
Reviewer
David
Location
Northumberland
Date
12/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Joined PlusNet 10days ago for delivery Aug 16. 2 days later received email, delivery is delayed - no dates given, 5 days later another email delivery delayed - no dates. We lose our old provider Aug15, so I logged into my PlusNet account, no details shown on delivery. I emailed them and no reply, so phoned 9.30am, after 1 hour still no answer, phoned later in day still no answer. This is the worst customer service I have come across. Emailed them to cancel and received email this mailbox is not monitored - PlusNet say they have the best customer service, it's a joke. Be wary of joining PlusNet. Highly unrecommended provider
Reviewer
Patrick
Location
Wiltshire
Date
12/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service. Appointments not met, staff not interested. Avoid
Reviewer
Peter
Location
SOLIHULL
Date
09/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disappointed with speed tests of between 6 - 9Mbps download and 0.44Mb upload. Now paying over £40 out of contract. Pus net said they could not increase unless I refresh my contract.
Reviewer
JD
Location
Haddington
Date
05/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I still don't have broadband three days after it was due to be installed. Apparently there is a simple fix needed to be done by Openreach but Plusnet can't say when it'll happen, although both are owned by the same company. Now being told it could be days or even weeks. Very poor comms, not informed of updates, daily changing of story, no way to escalate the issue. Extremely disappointed.
Do not trust Plusnet when they say they can provide you broadband, they really haven't a clue.
Reviewer
Ellis
Location
Rowley Regis
Date
04/08/2022
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Signed up for a service at £25 which was then increased right away by almost 20%, due to inflation apparently. They currently advertise on their website at £24 for the same package so inflation isn't obviously effecting new sign up customers (or maybe the advertise that and then increase it right away for "inflation"?). Seems a very shady practise for a company that prides itself on customer service. As soon as my contract ends I will be cancelling and trying another service.
Reviewer
Gerry Cooper
Location
Wokingham
Date
04/08/2022
Ratings
Customer Service
1.00 stars
Comments:
Customer Service is non existent, was put on hold for 30 minutes before I hung up in frustration.
Reviewer
Richard
Location
Boston Lincolnshire
Date
31/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In all my living years I have never ever had to endure such appalling customer service as I have received over this last week or so, I have been lied to frequently, made promises that have not been met, fobbed off , I requested to speak to a manager to discuss my issue and was told none where available and they require 72hrs notice to respond…. Still waiting!!… thank you plusnet you should be proud of yourselves…. Not… please don’t use this shambolic company
Reviewer
Richard
Location
Boston
Date
30/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you want to be lied to, if you want exceptionally bad customer service, if you to be fobbed of, if you a company that a manager will not make contact with you , if you want no phone and no internet then Plusnet is the company for you
Reviewer
Guy Dugdale
Location
London
Date
27/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service. No internet for two weeks. They had to send out two engineers (separate visits) that eventually fixed the problem.
I WFH, so made the decision to move to Sky during the two weeks without interne. They then gave me a £250 cancelation fee despite it being 100% their problem.
Not worth going with the cheapest option as I've learned the hard way.
Customer service appalling too.
Reviewer
david leckie
Location
Brighton
Date
26/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No service for the first 5 weeks because of "local" issues. steady service for the next 12 months. Then changed my email address and descended into administrative hell! These people are beyond belief. Avoid at all costs, they are GDPR numpties!
Reviewer
david leckie
Location
Brighton
Date
26/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No service for the first 5 weeks because of "local" issues. steady service for the next 12 months. Then changed my email address and descended into administrative hell! These people are beyond belief. Avoid at all costs, they are GDPR numpties!
Reviewer
Frank
Location
Newark
Date
26/07/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Changed to Plusnet in April this year after many years with talk talk. So far no complaints at all . Broadband is reliable with constant speed as advertised unlike my previous provider. Customer services so easy to contact and no waiting times and a pleasure to deal with as any issues sorted straight away. Thanks
Reviewer
Silvia
Location
Stroud
Date
20/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The signal doesn't arrive to the other side of the house. I keep being told thick wall break the signal etc...to the point I have to buy an extension for WiFi
With a new provider I don't need to use the extention. signal arrives to all part of the house so it confirms isn't a good broadband overall and nothing can be done from their it
Reviewer
Fraser
Location
Shropshire
Date
18/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Do not use Plusnet! They are absolute liars, they do not get back to you when they promise to do so, they take over 20 mins to get through to on the phone every time and sometimes a lot longer. I’ve had to wait 25 days to get connected to broadband after my move. And no mobile signal in my area unless in the garden. Do yourself a favour and go with BT! I certainly will as soon as my contract is up. I don’t want to give this bunch of cowboys another £ more!
Reviewer
Ivan
Location
Yate
Date
17/07/2022
Ratings
Customer Service
4.00 stars
Comments:
While plusnet has good reviews, they are yet to offer FTTP. If you have FTTP like I do (no copper anymore) then you will need try someone else.(which is strange since they are part of BT and BT clearly offer the same). Sales said sometime in 2022 but could not tell me when.
PS It would be good if this sites like this modernised to include FTTP and broadband only deals.
Reviewer
Rob green
Location
Date
15/07/2022
Comments:
These reviews are too kind. Plusnet are 100% a scam company. They are very clever not useless like they portray. They break your internet then make you pay. They never refund for the time it was broken. They will steal your money, over charge you or trick you into late payment charges. They restrict your internet without you knowing in very suspicious ways, eg. I could only watch you tube. But at the same time i diddnt have enough internet to do a speed check? Right now im trying to cancel my account. I have no contract with them, but they tell me it will take 14 days to cancel. They want to get past another payment date so they can take money. When i argue about the 14 days they tell me its in my contract! I DONT HAVE A CONTRACT. Stay away these guys are the source of mental illness.
Reviewer
David
Location
Hampshire
Date
15/07/2022
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Speed is very low even with fiber = 1Mb/s upload and 10 Mb/s download.
The company cut my contract because my neighbour asked for internet and openreach + plusnet just took my line. They offer me to start from scratch, pay fees upfront to open a new line etc. Just a joke. Cheap but be aware.
Reviewer
Kevn
Location
Hampshire
Date
13/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a bunch of Cowboys. Horrible service and horrible people. I cancelled within 14 days and now I'm getting threatening emails about debt collection agencies if I don't pay circa £250.........
Reviewer
Laura
Location
Uk
Date
10/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use as it is so slow its beyond a joke. The routers stop working and reset but send it to an email you dont have to log in. No customer service at the weekends and very upset children in my house. I'm going to have to find a new provider who can start asap
Reviewer
Jan
Location
Telford
Date
06/07/2022
Comments:
Just taken contract, brilliant customer service. Hitch with our lives date
Spoke to customer consultant, no waiting for half an hour for them to answer the phone, great support, problem fixed , and a call back. Would certainly recommend
Reviewer
Chris
Location
Teeside
Date
03/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Don't bother.
They will make promises they don't keep. Then when u complain all you get is argumentative staff and don't get your complaint resolved. Customer service at its worst
Reviewer
Tara
Location
Newark
Date
29/06/2022
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Usually plus net are helpful however the reliability of the service really isn’t great at all - constantly dropping out despite being on fibre!
Honestly going to hunt for a more realisable provider I think
Reviewer
lucy
Location
Date
18/06/2022
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Comments:
literally don’t waste your time like no offence but it took a bloody week to set up, had to change all our dns settings because plus-net wants to be quirky and difficult and now i can’t watch a video without it loading every 2 minutes. absolutely obnoxious. not satisfied.
Reviewer
Neil
Location
Watermillock
Date
15/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Reported a problem. Advised line fault was identified. Advised of fix date and to instructed to remain in on this date. No further communication and problem still exists. Speed of .73mbs which was previously 10mbs. Maybe not their fault, and maybe down to Openreach, but I will move asap to a few company that provides feedback and updates. I guess you get what you pay for!
Reviewer
Raymond
Location
West Sussex
Date
14/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can’t stand it I signed up to broadband and mobile Both a let down internet keeps cutting out and continually needs turning off and on to work again and as for phone 3G and even that cuts out will be switching both as soon as possible warning to others please use someone else
Reviewer
Isobel
Location
POLEGATE
Date
14/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The worst Broadband company i
have ever had dealing with in my life time if anybody has sense stay away from them bad service all round. No English-speaking operators to deal with your problems.
Reviewer
Jason
Location
Aberdeen
Date
08/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Almost at the end of my 18 month contract- thankfully!
WiFi started dropping out after a few months - had to reboot router to get it going again. Some devices just wouldn’t work or would work intermittently. In the end I found a thread on their community forum with literally 1000’s of comments on it that had the exact symptoms of the internet service I was receiving - turns out the router is known to be defective! I did manage to get a firmware update pushed to the router that made it more stable but I do still have drop outs of the 5gHz occasionally. I will definitely be changing provider.
Reviewer
Hannah
Location
Manchester
Date
30/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wouldn't even rate them one star the lack of communication is beyond the worst I've ever come across, my daughter at the age of 7 could do a better job, billing dates was never changed when I asked for 5 months but was reassured over the phone the billing dates had been changed, I was billed for late payments due to this at the rate of almost 8pound on top of my bill that they had put up to 30 pound a month for Internet that was never working always cutting off,Plusnet breached the contract on several occasions cutting my services off before the 14days of a late payment,plusnet are a money scamming Internet provider that doesn't give you the service that you should be getting, I was paying for fast fiber and had nothing but issues for months on end, the staff tell you what you want to hear over the phone then don't follow though with what's said, on several occasions I've had the phone put down on me. I am highly disappointed, my account was supposed to be credited due to all the complications but never was. Worst providers I've ever been with I also had to make a upfront payment to join. I HAVE NOW JOINED TALK TALK WHOS STAFF HAVE been trained up well in dealing with customer service and join for fast fiber at an brilliant rate that stick to the contract agreement
Reviewer
Mary
Location
High Wycombe
Date
30/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up for plusnet broadband in October 2020.
Still no connection 22.12.2020. Suzana Salihu rang me on 24.12.2020 and confirmed that I would be connected by midnight the latest. That didn’t happen. She cancelled my existing broadband. That is all. I was left without connection over Christmas. I was not able to keep in touch with family abroad. Suzana Salihu was not even able to understand why I made a complaint, after all she allowed me to have phone line. I was given £60 goodwill gesture. Hope she got a bonus.
Reviewer
Richie
Location
Cannock
Date
26/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As a long serving Plusnet customer. I am suffering rolling service black outs every night at an ever increasing rate. After months of this Plusnet customer service did not want to know. I filed a complaint and I got a copy and paste scripted automated reply.
I wrote to the CEO of the company who did not reply but passed me onto another drone who has been worse than useless and continues to play games as to get me to go away, live with it or give up.
They are simply playing a game of attrition with me.
My internet speed is ever decreasing. I had an issue with there speed a few years back it was running as low as 1mb at key times of the day.
Due to these rolling blackouts I cannot take the risk of working from home and have to commute long distances just so I can perform my job.Costing me a lot more money.
After years of dealing with Plusnet you learn to live with inferior service and low expectations.
Over the years they have been rude, unhelpful and uncaring. The last time I was having rolling blackouts they would not do anything because they had a rate of something like 20 per month and I had 19.
My whole Plusnet experience has been a dog fight. Ever increasing prices and decreasing service.
You will not get any help from them. They hide behind there bureaucratic, cold, robotic anti people processes
After having many internet service providers I've got to say Plusnet is by far the worst
Reviewer
James Kirkham
Location
Nottingham
Date
26/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
18 months in and finally now able to rid my house of PlusNet - Terrible speeds, unusable for much of the day is more than one device is in use. Terrible customer service, no interest, empathy or resolution. This company claims to be all about it's customers but that couldn't be further from the truth in my experience.
Reviewer
Angela Coles
Location
Sheffield
Date
25/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Customer service hung up on me when I telephoned to cancel my contract.
I am cancelling because the Billing is very difficult to understand. If it is wrong they apply monthly credits as they are unable to adjust the cost to the agreed rate.
They apply annual incremental increases every March so one needs to be aware of that whatever is agreed.
They refuse to put a deal in writing by email, wanting you to sign up based on information given on the telephone.
Reviewer
Sam quail
Location
Crewe cheshire
Date
23/05/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Boy am I glad to get away from Vodafone,signed up with plusnet brill speeds,they had my broadband up and running asoon as my contract ended with Vodafone on the same day,I'm happy with everything and customer service were great,thankyou plusnet for a broadband that works perfectly.....
Reviewer
Gail
Location
Birmingham
Date
20/05/2022
Comments:
Dreadful broadband. Keeps buffering and crashing.
Reviewer
Hayley
Location
West Sussex
Date
15/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Do not choose Plusnet. Their customer service is terrible. They do not deal with issues and you risk being without connection for a considerable amount of time if you have any issues as they are not interested in resolving problems and do not communicate with you.
Reviewer
ann
Location
norfolk
Date
14/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
when I signed I was supposed to get a cash back voucher but when I tried to caim the £75 voucher PLUSNET said the offer had expired even though they where still promoting it.
Reviewer
Hazel
Location
Date
13/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So I called the helpline today to cancel my subscription with plusnet, (poor speeds and cost increase) to get an adviser called Stu. From the get go he was rude and arrogant and belittling. As the call went on he explained that I should have had emails from plus to say of price increase, I explained that I had not received any emails from plus, not in spam or junk. Stu gave me the email he had which is not my email never has been. Turnes out that if you haven't given your email to plusnet they MAKE one up for you. So its my fault I haven't given my email....I would have had I been asked. I have left plusnet
Reviewer
Scott
Location
Oldham
Date
10/05/2022
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed a 18 month contract and like most people the price went up in April which I wasn’t happy about. So I rang Plusnet to log my disgust about it. The agent was cocky and repeatedly quoted that it was in the T&C and I should of read them properly when I signed up. When I pointed out that plusnet had failed to give 30 days notice of the increase I got the usual lies that plusnet sent a warning in February and I must of not read it, then the excuse it might be in my spam or in my junk mail you know the script, complete rubbish. I’ve checked my spam and junk and NO email received. The cheeky get then offered to credit my account with £15 and then sent a message saying that my query was dealt with and I was happy with the outcome.
Reviewer
G smith
Location
Greenhithe
Date
06/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Comments:
Signed up in the 3rd April and we are now on the 4th may and no broadband, had to speak to 4 staff member until one did what he called the basic to identify what the problem was. The complaint team do not call you and two agents promised to call me back and failed. The staff are polite but they fail to do thier basic jobs when following their tick sheets, very poor customer journey!
Reviewer
Louis Mockler
Location
Clacton on sea
Date
05/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
your company made me take 3 days off work and no one attended. Left me with a service for 8 months that didn't work.
All together I've lost 780 with your company in an 8month period, promised my check of 120 would be paid in 14 days. I'm still waiting after 17.
Staff are badly trained. Had the phone put down on me when I attempted to cancel my contract.
The list goes on.
Diabolical company. Will never recommend and will post a bad review every single chance I get for the rest of my life about your company.
Reviewer
vicki langley
Location
Wirral
Date
04/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Absolutely dreadful customer service for business. Extremely long time waiting for call to be answered. Totally incompetent when dealing with my problem with new line. Only ever contact me with text which I cannot reply to no email I can write to ---just the phone number which no one wants to answer
Reviewer
ALAN Harris
Location
Conisbrough, South Yorkshire
Date
30/04/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with Plusnet for several years.
When I have had problems, only once have I had to put the phone down after waiting 25 minutes Apr 2022). But the next day I was picked up with 30 Seconds.
staff was brilliant. Genuine apology for there being a problem. After quick checks, a fault was found and an engineer was booked the next morning.
This great service has happened every time I have contacted Plusnet for various reasons.
Great Staff. Great service. Great company.
Reviewer
Scott
Location
Perth
Date
29/04/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Hi
Long term customer. Moved house and new contract agreed. However, as it was 23 March I started contract, ONE WEEK later I had my package price increased by 3.9% - ONE WEEK!!
Sales person did not mention this when switching. I assumed (wrongly) that the price I was quoted would include this very recent change.
Customer service just keep referring to an email they sent in February about their price increase.
Will switch as soon as I can afford the cancellation charges!!
I though PlusNet were good, not anymore, don't know what's happened to them.
A shame because the competition ain't any better.
Reviewer
Paul Barton
Location
Urmston
Date
29/04/2022
Comments:
tried to check my latest bill.Nobody takes the call,just constant music.absolute disgrace,no other way to contact them
Reviewer
Sunil
Location
Aberdeenshire
Date
29/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible.
It's my elderly Mum's account and we moved from PlusNet to John Lewis exactly a year ago - it even says on the plus net account this is the case - but have found out that she was being charged by plusnet as well! Customer service... well, after waiting over 30mins I spoke to an advisor who told me there was no way this could happen, asked to be put back on hold, then cut me off.
Mum is down £211.99 and I'm still trying to get hold of them. This is after a year of bad billing and all manner of mistakes by plusnet previously.
If you want to keep sane, stay far far away from this shambles of a company.
Reviewer
colin
Location
bedfordshire
Date
28/04/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
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
Reviewer
Kenneth spicer
Location
Plymouth
Date
27/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Customer service is non existence. You cannot contact them by phone. After repeated calls I still have not spoken to anyone ( at least 20 calls, kept on hold for 30 minutes each time ). DO NOT SIGN UP TO THIS SHOWER, THEY DO NOT CARE ONCE YOU SIGN UP, ALL THEY ARE INTERESTED IN IS YOU MONEY.
Reviewer
Art
Location
UK
Date
26/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
simon
Location
MANCHESTER
Date
25/04/2022
Ratings
Customer Service
3.00 stars
Speed
3.00 stars
Comments:
Terrible, been with them for a while, not reliable...drop outs up to 5 in an hour. They send out openreach who do nothing. I will be moving when my contract is up
Reviewer
Faranak
Location
Cambridge
Date
25/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I cannot believe that I changed from BT to Plusnet!
Do not believe any of the things they say on their website about how good their service is. I have joined Plusnet back in November 2021, since day one we have had problems. Everyday we would lose internet for about 15 minutes up to 5 times a day (mostly during working hours). We have asked a few times to fix it, each time they either said oh let us update your router, or sent an engineer. After the problem not being resolved I asked them to cancel my contract and eliminate the termination fee, however they are refusing to do so. they say each time you have reported a problem, we look at it as a new fault and we have 30 days to fix it, but each case is only open for 14 days, meaning if on the 15th day we have the same problem again, they oncemore have 30 days to fix the problem. This is company is a joke. I don’t even know why they are allowed to still run their business. Today they were supposed to send an engineer again. I took a day of and only after the time that the engineer was supposed to be here they called to say he can’t come! STAY AWAY FROM THIS COMPANY!!!!!
Reviewer
James
Location
Newcastle
Date
23/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Deeply regret choosing Plusnet fibre broadband. Speed and reliability are appalling. In the last year, loss of connection has been a daily occurrence and I haven't noticed any increase in speed since switching to fibre. Although signing a 48 month contract, I am now prepared to pay the penalty fee to cancel my contract with Plusnet.
Reviewer
Simon Foster
Location
Wigan
Date
21/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely the worse company I have ever experienced in my life. I waited for 14 days to get me service setup before giving up and going back to VM. Useless customer support, engineers that don't show up. Different storied from one day to the next! Utter rubbish!
Reviewer
Stephen Price
Location
Holsworthy
Date
21/04/2022
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Keeps dropping out, will only work in one room, Slower than my mobile connection. So called free gift impossible to activate so thats a con. Cant cancel or i have to pay a years fee.
Reviewer
Chrissi
Location
Hailsham
Date
13/04/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
For a company who are meant to be great at customer service, they are shockingly bad. Tried three times to call. First time got cut off almost immediately. Second time waited 20 mins then got cut off once I eventually got through to a customer service person. Third time waited 20 mins again then found out something I asked to be actioned in Feb hadn't been done (2 months later) hence the need for my call. Speed isn't great. Got charged the first year for a speed we got nowhere even close to half the speed promised. Once I'm able to switch to full fibre I'm not looking back and would not use plusnet again, just waiting for a connection date with my new fibre company.....
Reviewer
Bobbie
Location
Date
11/04/2022
Ratings
Satisfaction
1.00 stars
Comments:
DO NOT USE THIS COMPANY
I ordered and paid for Plusnet on 17/03/22 (new customer) they said it takes up to 10 days to switch over, after 10 days I contacted them, they told me there was a technical error and would get an update in 2 days, every 2 days since then I have been contacting them to find out when they will provide me with the service I paid for, each time I got the same story and would get an update in 2 days time, its now 11/04/22 still no Internet with them, I called again to be told my Internet will be switched on 27/04/22..... they do not know why this has happened but cannot bring it forward. I have asked for a full refund to which I will supposedly receive in 20 days time! What an absolute joke of a company!!
Reviewer
Another unsatisfied customer
Location
Oban
Date
10/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
Sarah
Location
Walton on Thames
Date
08/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrendous- cuts out every 10 minutes on fibre service. Impossible to work from home. Can’t wait till my contract is up.
Reviewer
Ron Dutton
Location
Wales
Date
05/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with them for years but now are an absolute shambles. Messed up the house move created a new account with wrong details, eventually got going but just had email saying a direct debit set up on old account - called and they said ok we'll sort it. They cancelled the old account but also managed to cancel email address. Rang them and they couldn't seem to care less. They agreed to open the old account as email only but would take several days so I'm without emails.COMPUTER SAYS NO is the current service response to everything. Incompetence rules since BT took them over
Reviewer
Sue
Location
Kent
Date
03/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complete rubbish service, I had broadband and my mobile with them. When I moved, I cancelled my broadband, they cancelled my mobile by mistake, then tried to charge me for cancelling the broadband again! The signal in the mobile is appalling, nobody can phone me, or I can’t phone out. The broadband speed is about as fast as the old fashioned dial up.
Reviewer
Sam
Location
Cornwall
Date
31/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company I have ever dealt with. They shouldn't be allowed to treat customers the way they do. No Internet for a month, fobbed off on the phone and missed appointments. Theyve still taken their money though!!!
Reviewer
Jakir
Location
London
Date
30/03/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Benny from the Customers Advocate was amazing. Has excellent customer service and really took care of me. 10/10 for customer service.
Reviewer
H White
Location
Bournemouth
Date
28/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Although I wish no ill fate on any other customer, there is some level of comfort to be had, by reading how utterly incompetent, useless and undeserving of anyones business Plusnet actually are. In fact, whoever deemed it appropriate to give them any so called award for customer service must be a relation of the family. Received a £200 compensation the first time around, and considering there initial response was, we can only offer you £25, it must give you readers some idea of the lengths of total customer service failure they were guilty of. As I say, this was the first dealings. Now a simple home move request and they couldn’t even get that right as well. But what really grates across all, which I think is fair to say that I speak from many, is the fact that this organisation seems to accept and condone no communication whatsoever to the customer prior and during when things go wrong. They simply just don’t deliver on their promise of any of their agreed service dates, and flagrantly fail to give any notification, but instead, wait for the customer to realise their phone and broadband haven’t been connected on the agreed date, then when the customer finally gets through to customer service, they recite “unfortunately your application for a home move failed”!!!
No phone line, no broadband, just wilderness for all. Finally the question we should all be asking, is why are we still giving these cowboys any of our new business? Like so many people who run their own businesses like I do (mine for some 35 years now), all feel the same that should we dare to show such disregard, with a couldn’t give a toss attitude, we all wouldn’t stay in business another year, yet these clowns seems to thrive… I think it’s time to outlaw such pee takers like Plusnet, and through social channels like this one, inform the public what they are sadly in for, if they misfortunately place an order with these buffoon’s.
Reviewer
Andrew Mclaren
Location
Birmingham
Date
24/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
ripped of my reward, customer service is a joke. cant speak to anyone in authority promised a callback in 4 hours that was days ago no response
cowboys stay away no good and that idiot that on tv saying yorkshire value.. stick it should be sued for lying
Reviewer
Michael harrison
Location
Lincolnshire
Date
22/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter rubbish company that don't cancel when said they have and proceed to ruin your credit score with defaults. Do not use
Reviewer
Manoj
Location
CREWE
Date
22/03/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
It has been more than four days the internet is down in our flat. Service is not restored yet.
Reviewer
Petie
Location
Notts
Date
19/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moved home Paid 115 pound to have broadband at my new home 6 weeks later still no broadband Absolutely disgusting No updates Zero explanation
Reviewer
Ronnie
Location
London
Date
18/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Avoid like a plague
.... their service and attitude to customers is worse than a pandemic or plague for that matter.
I contacted Plusenet to inform of the sad news that my dear Mother has passed away and will need to stop her telephony and broadband service. Instead of offering sympathy and an empathy of the loss of a parent, I was lectured by the call centre agent that given the initial contract was arranged by myself (my late Mother suffered from severe dementia) then Plusnet is not obliged to terminate the service and should I to wish to do so then there will be penalty charges. The agent repeatedly re-iterated her position despite the fact that I alerted her that the service was provided to my late Mother home and the monthly service charge was taken out of her account.
I am still waiting (4 days now) for a senior manager to call me back, as promised by the agent, in the hope of having a more rational discussion rather than a one with an automaton agent. To add an insult to an injury, I received, today, a text message from Plusnet informing that they intend to close my complaint and escalation request, as in their view my complaint has been resolved.
At the end of the day, quality of service can only be assessed on how flexible, understanding, caring, sympathetic a business is and how it deals with the exception to the norm, if any. I am sorry to say that Plusnet staff has demonstrated that the company to be heartless, uncaring, rude, lacks basic level of compassion or consideration for a bereaved person
Reviewer
Mr Bailey
Location
Midlands
Date
13/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very slow and unresponsive and thats just their staff , their broadband speeds are even worse ,its adverts slogan is completely the opposite to its product. Unless Yorkshires idea of doing you proud is to cut off a 77 year old grandmother telephone and sell her debt without a phone call or a letter and the only response of the customer service was we emailed her .(For the record this was over covid so bank statements was not being sent and the fault was between the Bank and the provider). Please do not even consider using this company they are a disgrace.
Reviewer
Vanessa
Location
London
Date
11/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STAY AWAY!!!! Go to a serious provider that cares about its customers and doesn't just want to hook them up. They lie to you that you can cancel within 14 days and it takes them 14 days to set up your service. So there is no way you can TRY if the service or speed is good enough for you. Their sales team advisor was straight up lying to us that we're gonna be able to try it and cancel for free (because we had concerns about the speed they were offering us), just to hook us up. While fully knowing that that's not possible as the 14days have already expired by the time you have active service. And their support is not helpful at all! Josh from the sales team was even trying to persuade me that "try the service" doesn't mean that I'm gonna be able to test it out. A joke of a company
Reviewer
London
Location
London
Date
10/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One of the worst companies I have ever dealt with. I was meant to be on super fast fibre, my speeds were around 3mbps for over a year instead of minimum 30. This affected my work very badly. Plusnet ignored my complaints, booked engineers for the wrong dates who then didn't even turn up. In the end I decided to just pay to leave because it became impossible. Perfect service from my new provider who is in fact cheaper. Please never use this company, their service and customer service are appalling. To have such poor broadband which basically didn't work during a lockdown was a nightmare.
Reviewer
John Howarth
Location
Blackburn
Date
09/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Having switched fro Smarty on THREE because they could not cover the area on the Fylde where I stay I moved on Sunday to Plus Net as they use EE. Bad mistake. I was advised by e mail that the account would be set up today but I am now advised by Josh who tells me he is a senior manager that the operations team are still working on the set up but the porting will NOT take place today.
Nobody on customer services was prepared to contact their own operations team where the said where the issue was.
Very very poor service after paying £10.00 for a SIM card as well as setting up a direct debit.
Will the account be set up and my number ported? Who knows. Meanwhile I cannot make or receive calls
Reviewer
karen gillingham
Location
Chichester
Date
09/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
awful, rip off merchants. 3 weeks no service at all. no apologies. so much anxiety. they dont care. should be ashamed. awful, just had to remove evening and weekend calls. because it cost me another approx £50 because they set their standards so high. i can make calls for free on my mobile. PLUSNET-THEIVES. cANT WAIT UNTIL i DONT HAVE TO PAY PLUSNET ANOTHER PENNY. Worse company ever
Reviewer
Charles baker
Location
Sunderland
Date
08/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
When contract came to end they doubled price to over 62 pounds so cancelled as I went 8 days into a new month they charged me a full month fir 8 days usage
Reviewer
A Evans
Location
Plymouth
Date
07/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STAY AWAY FROM THIS COMPANY!
Firstly, absolutely shocking and awful quality of internet connection. Frequent blackouts of broadband and slow internet speeds. Unable to ever make video calls and even connect a lot of the time. Plusnet refused to acknowledge the drop in service and would even entertain helping us with this.
Even worse is the cancellation fee! Over £75 to cancel due to moving, with no offer to reduce this. Absolutely terrible customer service. No other company has such an extortionate cancellation fee. They are taking advantage of their customers and extorting them when normal life events (moving) happen.
DO NOT enter into a contract with them! STAY AWAY!
Reviewer
Annie
Location
Taunton
Date
04/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
4 weeks after moving house I still have no wifi. I have phoned 4 times and been told (after being on hold 45 mins+) many dates my wifi would be on none of which have happened. I have no mobile data signal or phone signal at the flat and can’t answer my phone at work (hospital) but have been told I cannot be contacted by email even though their ‘helpline’ closes 30 mins after I’m home from work so I have to phone them on my weekend. If it wasn’t over £100 to escape this incompetent contract I would have. DON’T recommend!
Reviewer
Nick O'Hara
Location
High Wycombe
Date
04/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Recently had an email apologizing for the lack of a recent bill, tried to transfer to them in 2020, order was never progressed and I was never able to get through to customer service. I was also never able to get a refund of my first DD £40 taken and nothing provided. AVOID.
Reviewer
Roger
Location
Chippenham
Date
04/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
poor WIFI, minimum speed coming into the property, their recommendation to use an Hawaii Dongle with an EE sim card.
Reviewer
Paul
Location
Corsham
Date
02/03/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
It's very early to submit a review because we changed to PlusNet only because our previous supplier is unavailable in the area we have just moved to. I have had cause to speak on the phone a few times to make sure everything went live on the day we moved in and the prompt responses, professionalism, good sense and politeness of each of the staff I have spoken to have been really excellent. Keep up the good work, PlusNet!
Reviewer
Keith Jones
Location
Newbridge Caerphilly
Date
02/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never again. Broadband is rubbish and if you try go leave they interupt and talk over you. Also my account tells me that I have zero months contract but their records say that I have 7 months left on a contract that I cannot remember signing up to or giving permission for. What a shambles.
Reviewer
Harish
Location
Rainham
Date
01/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish customer service provided by Plusnet as well as their prices which are very high and going up even more for a totally rubbish broadband. Totally awful
Reviewer
Sarah
Location
Ashford Kent
Date
27/02/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I manage an account for my elderly parents.
Previous to Plusnet other phone companies couldn’t set this up. Plusnet make everything easy.
I have rang Plusnet several times over the years and without exception they are the most helpful and lovely people.
Today I talked to Daisy in Sheffield.
Problems are sorted straight away . Excellent company.
I would be happy to put you forward for an award for customer service . Thank you
Reviewer
Sharon
Location
South Yorkshire
Date
24/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
To all people who are wanting to sign up to plusnet. Please DONT. We had this company in our home for 5 to 6 years and during this time we have had trouble with slow speed and six engineers later it is still not right. We had decided to go to another company due to the very poor service and was also very under advised by the sales team and also during complaints we have now found out after going to another company there is a leaving fee of £246.09. Whilst trying to sort these issues out we have then found out to our horror that they only had the records going back 2 years, bearing in mind we have been with them for 5 to 6 years. This is due to company policy that reflects on their poor customer service that makes them rubbish. Pease be aware of this as we have been conned!!
Reviewer
Unknown
Location
Tile Hill
Date
22/02/2022
Comments:
Please don’t ever use or connect to this broadband. It is the worst broadband on earth . I suggest this Plusnet should be close down . This company is a fraud . The signal is very bad . They just collecting customers money . Shame on you Plusnet
Reviewer
Gary Brecknell
Location
Norfolk
Date
19/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Mollymoo69
Location
West Midlands
Date
18/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Chris
Location
Brighton
Date
18/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
sohani hayhurst
Location
OXFORD
Date
18/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Netta
Location
Uk
Date
18/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking customer service and a nightmare system of tickets and questions all controlled by plusnet. Big mistake switching to plusnet
Reviewer
R
Location
Date
14/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
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!
Reviewer
Michael
Location
Radlett
Date
13/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constant over charging .Broadband is rubbish signal not strong enough .
Reviewer
Leilon
Location
London
Date
11/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Captainmidnight
Location
Wales
Date
10/02/2022
Comments:
Renewed my contact at a slightly reduced price. Then they instantly put the price up. Total failure to act in good faith. Avoid.
Reviewer
KateLou
Location
South Yorkshire
Date
09/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
GD
Location
Cambridge
Date
09/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
G S
Location
Kent
Date
01/02/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Sean
Location
Dunfermline
Date
01/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Justin
Location
Lowestoft
Date
27/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Sam
Location
Kirkless
Date
25/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
terrible speeds, terrible service, constant high packet loss. absolutely shocking.
Reviewer
Ian
Location
Carlisle
Date
25/01/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
s rio
Location
LLANELLI
Date
24/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Laura
Location
Reading
Date
22/01/2022
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Krishan
Location
London
Date
12/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Darpan
Location
Horsham
Date
11/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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*.
Reviewer
SJ
Location
Altrincham
Date
02/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Helen
Location
Stockport
Date
30/12/2021
Comments:
AVOID AT ALL COSTS!!
WORST BROADBAND PROVIDER EVER!!
After 15 hellish months of Plusnet we have decided to pay the exit fee and return to Sky.
15 months of having put up with constant drop outs (frequently every few minutes) making it impossible to work from home, watch Netflix, play on xboxs etc etc!
Constantly phone calls to Plusnet customer services, 3 openreach engineer visits, 2 new routers. NOTHING HAS IMPROVED.
ABSOLUTE SHAMBLES.
Reviewer
Petra
Location
Horsham
Date
30/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Teacakelady
Location
Sheffield
Date
30/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
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.
Reviewer
Caroline
Location
Aylesbury
Date
27/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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…..
Reviewer
Victoria Line
Location
London
Date
10/12/2021
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
Laurence Mulligan
Location
Ashington, Northumberland
Date
03/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Laurence Mulligan
Location
Ashington, Northumberland
Date
03/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
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.
Reviewer
Ray
Location
Leicestershire
Date
02/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I don't rate Plusnet at all, and wont be using them again.
Reviewer
Agnes
Location
Ipswich
Date
30/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Oana
Location
London
Date
30/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The connection was dropping constantly, the speed was half of what was contracted. Would not recommend it to anyone.
Reviewer
Mike
Location
Llandudno
Date
30/11/2021
Comments:
The attitude and the lack of help off this company is disgusting, over charges because of there mistakes and arrogant people on the phones, go with a different provider
Reviewer
W Jones
Location
HIGH WYCOMBE
Date
26/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
Anne-Marie
Location
BELFAST
Date
26/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
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.
Reviewer
Geoff
Location
Pike
Date
22/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Ash
Location
Luton
Date
19/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
frank
Location
Bolton
Date
18/11/2021
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Worst internet I have ever had
Keeps locking up and price keeps going up without any increase in broadband speed. Will not use again
Reviewer
Gerard Montgomery
Location
KENDAL
Date
17/11/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
It's really slow but only if you're lucky enought to actually get a connection. Quite possibly the worst ISP in the country.
Reviewer
Martyn
Location
Devon
Date
16/11/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
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....
Reviewer
Peter Williams
Location
Knebworth, Hertfordshire
Date
16/11/2021
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have been a plusnet customer for several years. From 2019 - Oct 2021 our household started having intermittent connection problems. A couple of times it's been the outside line to the property. However the engineers were out ASAP and fixed the speed issues very quickly. The other has been device problems, connecting to the internet and maintaining a consistent connection or web or social media sites not loading properly. I used my own router and moved back to plusnet's Hub1. This still was not much better. I now have purchased a new router which can handle many more devices (an AX3000 spec) router and replaced plusnet's default DNS addresses and googles with BTs and now all is behaving perfectly once again. I can't fault customer service, this has been excellent. Probably one of the best out of all the companies I've delt with. IM about to renew my broadband package and having looked at other reviews I dont think I'll be changing for a cheaper provider.
Reviewer
Zaza
Location
Birmingham
Date
15/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet is the worst Broadband company and customer service.I cancelled the contract after 1 month that I didn't provide internet even one day . After cancellation ,they threatened me to return the router otherwise they would charge me for it!!
Do I work for Plusnet to waist my day to pack it and go to post office to post it!!!
Reviewer
A Medd
Location
Keighley
Date
11/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give zero stars I would. The WORST EVER internet provider. How do they get customers . Nothing ever works correctly and they can't ever fix any issues. Go elsewhere.
Reviewer
Clive
Location
Wrexham
Date
09/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Honestly hands down the worst company We’ve been with at least the other companies told the truth when they messed up, plusnet will saying it’s your router or wires or location when in fact they’re the issue, had a new router fitted a day ago after our Wi-Fi was down for 2 days, cause that’s the “issue” after an engineer with plusnet reviewed it, next night down once again, god awful.
Reviewer
Matt
Location
Birmingham
Date
05/11/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Please avoid at all costs. Terrible and inconsistent broadband, and customer service that never helped or cared. I've counted down the days on the 18 month contract and I'm so happy I'm now able to change provider.
They even messed up my installation and left me without broadband for a week. But customer services sent me a 50p bill credit, and did nothing else.
Very very very bad.
Reviewer
Charlotte
Location
Llantrisant
Date
03/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband provider - avoid at all costs .
Internet keeps going down - plusnet tried to change frequency, sent a new router (just as useless) and still the service keeps dropping .
Working from home both days and nights - and service drops overnight , yet no support to get this back up as they close at 10pm.
Have called several times , yet because it’s not dropping often enough (they say) I would need to pay £180 to leave .
Avoid avoid avoid !!!
Reviewer
Charlotte
Location
Llantrisant
Date
03/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband provider - avoid at all costs .
Internet keeps going down - plusnet tried to change frequency, sent a new router (just as useless) and still the service keeps dropping .
Working from home both days and nights - and service drops overnight , yet no support to get this back up as they close at 10pm.
Have called several times , yet because it’s not dropping often enough (they say) I would need to pay £180 to leave .
Avoid avoid avoid !!!
Reviewer
Stephen
Location
Selsdon
Date
02/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a waste of money these guy’s make talk talk look amazing they have ruined more football matches than can be imagined! They have cost me customers for my business and the sooner we are rid of this useless service the better !! A joke of a company that I hope goes bust very soon so no one else has to go through the same xxxxx experience I have
Reviewer
A Semedo
Location
Hampshire
Date
02/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Impossible that Plusnet is one of the Which winners. They must pay them.
Broadband speed is terrible, we just moved to them and now, we can't call by WhatsApp, Netflix films freezes, customer service is terrible, they make you wait on the phone for over 30 minutes waiting for you to give up and put phone down as they now you already call them for support. My broadband speed should been minimum 40gb and we only getting 13gb. They are terrible.
Reviewer
Stan
Location
McClure
Date
01/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The only reason we've connected to this ISP was because we had no other alternatives. The service is bad - speed was fluctuating, the line was unstable and during the first 2 months wasn't even hitting 40MB/s while paying for 60. The technical support is even worse though - they had to send their engineers (3 different ones mind you) during 2 months of troubleshooting. Just don't bother.
Reviewer
Anthony
Location
Newcastle
Date
29/10/2021
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Noel B
Location
Weymouth
Date
29/10/2021
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Broadband seems reliable and speed is good.
Try getting through to customder service however; it is impossible. Huge waiting time on the phone until you get fed up and hang up. That alone is enough to want to leave them.
Reviewer
Mark C
Location
Swindon
Date
28/10/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I signed up to a Plusnet broadband deal for 18 months. It was installed by a openreach engineer who made a terrible mess of things. Mainly to my next door neighbours outside telecoms cable box. They didn’t have WiFi for a week after the engineer cut through cables in the box and also one cable in the exchange box at the other side of the street.
My WiFi worked fine for three and a half days then stopped. I phoned Plusnet and they said it could take another two days for someone to look at what has gone wrong. After a few hours of wondering why I was paying for a service that was not providing a service I called Plusnet again and cancelled my contract.
I expected a much better stable broadband connection.
Reviewer
Rob
Location
Leeds
Date
25/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The routers that they send you are terrible. Ours made an awful noise all the time, I asked for a new one, and the new one did the same thing.
Customer service is absolutely terrible. During the pandemic you couldn't get through to anyone. The phone lines were dead.
Luckily I managed to get out of my contract early when we moved home because these idiots couldn't even transfer our broadband. That's right, they couldn't even keep a contracted customer because their systems are so bad.
They tried to con me by saying "we will cancel your current contract and add you as a new customer". I knew I could get out at that point and luckily I did.
Avoid.
Reviewer
Stephen
Location
UK
Date
22/10/2021
Ratings
Satisfaction
5.00 stars
Comments:
Moved from BT because I was paying a lot for a slow connection, which is all that is available here. Plusnet is much cheaper. The switch was simple - just a few hours between BT turning me off and Plusnet becoming active. The speed is the same - not surprising since it is the same network. I didn’t even need to set up the Plusnet router. I just put my Plusnet user name and password into the BT router and it works perfectly. I suspect the Plusnet router is less sophisticated than the BT one, but I haven’t tried it. You get some extra bells and whistles with BT (wi-fi hotspots etc) but, if you don’t need them Plusnet seems like a good bet.
Reviewer
charlotte
Location
manchester
Date
13/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The issue that I have experienced was: Had no Internet for a week
Rang several times and basically been told tough luck they can't do anything its BT
The Internet has gone down I work from home and have been warning them for days that this Internet connection is causing me to drop important social emergency calls and I will be dismissed if it continues.
I have now lost my job, the Internet is still not fixed and plus net are refusing to let me out of my contract or even stop charging me for a service they dont provide
AVOID AVOID AVOID AVOID
Reviewer
Mark Allan
Location
Hampshire
Date
11/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Locked in a dispute with Plusnet. I signed up for their award winning customer service after growing discounted with BT. Big mistake.
It took them 17 days to switch. Three more than the official cooling off period. After receiving mail to welcome me to their service I connected the router which failed to connect so I contacted their award winning Customer Service team. Instead of advising me that sometimes things don't click right away and that I needed wait a bit longer I was run around and made to jump through hoops. Wasting my time and patience.
To the point where I decided to cancel and move to EE (who are also owned by BT). They have since charged me early termination fees to cover the cost of their bumbling incompetence and less than adequate customer service.
Reviewer
Keith
Location
Rochdale
Date
07/10/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
A lot of the complaints are about the reliability and speed. I have not had any such problems, in fact very reliable and fast. The main reason is that when I joined I immediately purchased a BT Smart Hub 2 from ebay for peanuts. This is a very good router and works fine on Plusnet as long as you change your username and password. My gripe with Plusnet is their customer service and the latest wind-up is moving home. I informed them I was moving in 2 weeks so that they could transfer the service. I was told it would cost £65 unless I took out a new 2 year contract at £3/month more expensive than my current contract. I refused to be bullied into a new contract since I still had almost 12 months to run on my present one. I reluctantly paid the £65 (no mention of this on their website). It has now been confirmed they, against my wishes, have put me on a new 12 month contract which is more expensive than the existing one and when I pointed this out they added a £20 credit to my account. Why not just transfer my existing contract? They have now informed me they cannot transfer until 5 days after I move. Why am I paying so much for so little service? My daughter has just moved her Sky BB in just over a week and free of charge. Plusnet, you let yourselves down in so many ways and after this contract expires never again.
Reviewer
Ben
Location
Norfolk
Date
06/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Worst provider there is, you will rarely get the speeds you are paying for. Not only that but its the most unreliable service out there, been with them for a few years as I don't play for the internet in the house. In them years of being a customer my internet has go down way too many times at least 5 times a week, you will lose all internet for about 30 mins then its back but still slow. 0/10 Would recommend that people who are looking for a provider this is most definitely the one to avoid.
Reviewer
J Pope
Location
Ormskirk
Date
02/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Dear Philip, I understand that BT is the owner of Plusnet. Sorry to be writing to you with an email you do not truly want. I am writing this to ensure that you are aware of the poor performance of a BT-owned company. I would like to suggest that you look at the reviews being left on Trustpilot for Plusnet, currently, the current score is 1.4/5. Unfortunately, I have seen it necessary to add a negative review adding to the woeful list. I have just left what I believe is my fair estimation of their performance. Sorry, this mail is wordy however it is balanced and fair. Introduction:
Plusnet, what a massive disappointment. I couldn’t give a sub1 star, or I would. Plusnet offered me a cheaper service with good speed... I thought "What could go wrong? I mean..... they even have UK Call centers”.How far from the truth could I have been? Please read if you are thinking of using Plusnet as it may save you time and money. The issue: Broadband supply to the house seems stable at 44Mbps (GOOD)and an upload for 13Mbps (GOOD)
Wired Ethernet (RJ45) seems to be OK (GOOD)2.4 Wifi works very slow. 20mbps max but stable (POOR)5 Wifi is unusable with constant dropouts in Wifi and down to sub 2 Mbps performance. (TERRIBLE). I rang for assistance: Plusnet, the first person I spoke to was rude, passive-aggressive, and really wasn’t the person I would expect to find as someone to offer help to others. The second time I rang, I spoke to a nice guy who really did try and help. But after more phone calls, it just developed into a long list of reasons why they were not to blame, and why they refuse to guarantee their own products Wifi performance. I suspect this is because they know it is such a poor performer. Plusnet excuses: They continued to tell me, it was most likely to be my issue, due to a very long list of excuses which were based on no data: Geographical location, The distance from the router to my computer, Local interference, The house structure, Other Wifi transmitters local to me, My computer. The reasons just went on and on. My Findings:
The Vodafone Router and service that I used before had no issues, the 2.4 was faster by far and the 5 was rock solid. I found the same good performance with2 or 3 other routers before from other providers. I believe that this proves, many other different routers did not have the issues the Plusnet item did. I did explain this to the Plusnet team, but they're relentlessly stated; that they don't offer a promise that the Wifi will work! I still find this amazing almost item that connects to the internet use Wifi. Is it legal to supply a product contained in a contract that doesn’t do what it says it can? The Fix: I tried everything they offered to fix it, not one of the items that Plusnet advised proved the reason for the issue. The nice guy from the second phone call clearly told me that the router is most likely the issue and it would be good to use another. I bought an Asus router for the cost of£220 and set that up. Since this, I have had fast unbroken service.
Plusnet’s Resolution:
I received an email request for a response of how their customer services had performed. I took the opportunity to inform them that they were poor performers and welcomed a phone call to talk about it. I was surprised that they did call! I ran through the hours (10 plus)that I had spent in total trying to correct the issue. I was offered £35 as a contribution. I explained this is pocket change and was insulted that they thought this was going to make me happy. I asked for them to contribute 50% of the cost toward the router, which, I had bought to correct the issue, and which has fixed the issue. His answer was “No”. I made it clear to the manager that I was going to write this review of Plusnet because they were not willing to contribute 50%. His response was apologetic but thought that this was not their issue and I was asking too much.
I feel leaving this 100% honest review may protect potential future customers and warn them.
From the adverts I have seen, Plusnet, in my estimation promises to be a great and friendly service, this really hasn’t been the case for me.
Reviewer
Kaizan Coverley
Location
Brigg
Date
01/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Absolutely Anything BUT Garenteed Speeds I Am Currently Playing For The 60mbps Pack And Im Receiving 1/6 Of That Speed I Should Be Garenteed Absolutely Shocking How Bad You Get Scammed Nowadays Horrible Speeds
Reviewer
Chloe Heath
Location
Scunthorpe
Date
25/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling service been using it for 1 and a half years, had too many issues that aren’t even countable. Everytime i ring nothing is taken seriously, a new old router is sent out and doesn’t work and all, have the wiring re done, an engineer came out and said they’d given us the wrong router and it never works, no wifi ever, would never recommend this service to absolutely anyone it’s terrible, can’t watch anything on tv because the wifi is never actually working.
Reviewer
Stephlw3
Location
South west
Date
20/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Advertised online on the sign up page that you get a reward when signing up then refused to honour it. Nowhere in the T&C did it say you had to sign up over the phone. Terrible false advertising and speeds aren't great either.
Reviewer
Rafay K
Location
Bristol
Date
20/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been a customer for 5 months now. Lot of distortion in VOIP services specially. Having issues with 2.5G and 5G integrated services in broadband, been advised to manually selecting the channels by going to admin window every now and then. Now I realise haven't been able to use my claimed rewards, which turned out to be a no simple process. Trying to activate the card but missed the deadline as stuck with Covid and isolating with the family. I have asked the customer services what could be done as I have missed the timeline for activation and surprisingly there is NO way you can get it back so lost another £50+ to plusnet. Now they have raised the monthly charges in first 5 months of 18 month contract. Still having the technical issues and not even getting the rewards which I have asked and explained missed due to medical emergency. The solution they have made is disabled the 5G line, which obviously impacting the speed. ZERO help so far and ZERO improvement on my complaints. STAY AWAY!!
Reviewer
N Poulten
Location
North Yorks
Date
19/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was overcharged by £70 by Plus Net almost 18 months ago, nothing seems to get them to cough up despite their flu agreement that they overcharged us and that we should be refunded. Absolutely sick of this company. if we haven't been refunded by the time the contract is due for renewal, we won't renew. To be avoided.
Reviewer
Steve
Location
Devon
Date
17/09/2021
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Good customer service and good initial deal. We live in a 2 bed flat and the wifi doesn't reach our master bedroom which has been frustrating. Able to stream fine in living/dining near router. Now moving and have been offered slower speeds for higher price with no wiggle room. Easy decision to change to Virgin with a good deal and faster speeds.
Reviewer
Ash
Location
Leigh-on-Sea
Date
17/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Ahmed Fahmy
Location
Aberdeen
Date
16/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would not recommend - the router’s power cable stopped working suddenly on DAY 1!!!!
Reviewer
Jean Downey
Location
N. Ireland
Date
16/09/2021
Comments:
I have had Plusnet since January and am extremely disappointed with this broadband. I have difficulty contacting this company to try and get the problem sorted. I thought talk talk was bad but Plusnet is completely awful.
Reviewer
Sahar
Location
London
Date
15/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don’t do mistake and dont join them because of the price.
I been with them and I swear it was disconnecting every 5 minutes. Horrible system.
Also I left them last month but they charged me double because of the mistake they made that my contract would finish earlier, they have to refund me £25 but rubbish customer service didn’t solve the issue.
Save your money and dont join them and save your money and time
Reviewer
Simon Johnson
Location
SW1V 2EX
Date
14/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgraceful customer service. Moved house and then had to deal with total incompetence. Don't go near these cowboys.
Reviewer
David H
Location
Galashiels
Date
13/09/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Just a small problem with an amnesiac third party router. Kyle was great - just talked me through the process and made sure I had all the necessary details for a quick fix. Excellent - previous service issue was solved promptly and politely too.
Reviewer
Dave
Location
Sedgley
Date
12/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst decision ever made, Broadband speeds are diabolical, and randomly drops out it might as well be dial up. Customer service is a joke they obviously employ idiots who can’t use their initiative. I will be taking my disgust to the ombudsman as they are not providing what was promised, and haven’t rectified the problem. I suggest others do the same.
Reviewer
Marc
Location
Glasgow
Date
11/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Reased my bill twice in three months never got a 50 pounds girt card totally rubbish service especially customer services would not recommend to my worst enemy!!
Reviewer
Baldev
Location
West Midlands
Date
09/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If only I could give them a 0 review. We are a pharmacy and we should have had Plusnet move our line over on the 27th Aug, but to date 9th Sept still no phone line or broadband. The move was supposed to be from old provider to them and supposedly a simple switch. To date they have not sent out an engineer after promising us on 3 occasions and all they seem to do is continue to make false promises. We have had one of our housebound patients go into hospital as he was not able to get through to us in order to have his medication delivered. Absolutely diabolical company, worst provided I have ever dealt with. You can even talk to the managers all they say is they will only tell you the same as what we tell you !!
Reviewer
Phil
Location
Wakefield
Date
08/09/2021
Ratings
Speed
2.00 stars
Comments:
Recently had to leave plusnet through moving home. They were all nice nicey until I'd left. Then the threats came. Contacted customer service average answer 25 minutes about them charging me £162 for an exit fee. It's our mistake don't worry. But yet the threat as been escalated to a debt agency. Absolutely diabolical service. Don't go near.
Reviewer
Neeta
Location
Nottingham
Date
08/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible mistake changing to Plusnet. From day one had issues connecting to internet:
1)Buffering
2)Loss of sound when watching films on Netflix or Prime
3) frozen screen
4) unresponsive computers
5) upstairs always and even sometimes downstairs sat right next to router end up using mobile data to watch something
6) constantly router goes off
7) speeds drop
They say it's because they provide budget routers which need us to buy our own booster...never told us that when they tied us into the dam contract! They say they just provide the connection but are not responsible for what happens to it in the house.
Never had problems with Sky..sadly changed to save some money..big regret. Can't wait for the contract to end.
Reviewer
Imogen
Location
Exeter
Date
08/09/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I’ve been with Plusnet for six years and am really happy with them as my broadband provider. My internet works perfectly most of the time, the few times I’ve had issues they have sorted them out really quickly. They are easy to get hold of on the phone (don’t have to wait too long in the queue), the customer service is excellent - they are friendly, helpful and quick to find a solution. I just upgraded from standard to Fibre broadband with Plusnet and it went without a hitch - had an issue setting up the new router but they answered my call within minutes and provided a solution immediately, now I have superfast internet. Really happy with Plusnet, so glad I decided to renew with them.
Reviewer
Carl
Location
Northwich
Date
07/09/2021
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I suspect many of the recent 1 star are fakes, someone trying to reduce plus net rating. I have no problems with plus net, other than being put in a queue for customer support. Speed is good, never drops below 70Mb/s. Very few drop outs (I can't remember one since BT (or whatever they are called now) fixed a fault on the line about 3 years ago. I have been with pmus net for at least 15 years and can not see me changing ant time soon.
Reviewer
Mike Balint
Location
Brighton
Date
05/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst internet provider I ever met!
Most of the day doesn't have any internet speed!
If you call them the answer is there is no problem, everything is fine!
It will be a very long 18 months for me.
I won't recommend them to any one. Avoid plusnet!!!
Reviewer
Julius
Location
Gateshead
Date
04/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
By far the worst internet company you could get. The speeds are unbearably low, customer service horrible, and in case you want to leave their iron grip, you get slapped with a high cancellation fee. 0/5
Reviewer
Martina
Location
London
Date
02/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst experience ever regarding broadband and then speaking to their technical team to fix the problems. The staff basically told me to be quiet, stop complaining, and to stop calling. I was screamed at, spoken to in a rude and condescending manner, insulted. I regret joining plusnet and its been hell every week for 9 months since I joined. The broadband is weak, it drops constantly and this is after 5 engineer visits and 3 routers. I give up.
Reviewer
S.Head
Location
London
Date
01/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst internet provider ever! I have had countless problems with Plusnet. We have booked for the 4th or 5th engineer to come out and 'fix' the problem. The first 3 engineers made the internet even worse. We've had to buy an internet booster to try and make it better ourselves. I would not recommend them please save your money and find a company that actually can provide an internet connection.
Reviewer
John
Location
Brechin
Date
01/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst ever went to take out SIM only no credit check them they tell me they do credit check and don't tell any one wanted over2 week had to call customer service berry nasty people and no sorry or anything and have to. Wait a nother 21 days for a full refund worst service provider ever
Reviewer
Melanie
Location
Portsmouth
Date
01/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with plusnet for a couple of years, stuck in a contract. Honestly the worst WiFi provider I have ever experienced. The WiFi speed is atrocious, keeps cutting out and not working. Even when you call customer service you end up talking to some robot, and when you finally talk to a human being they just check their end and say oh well it’s working, even though it’s not. AVOID THIS WIFI PROVIDER.
Reviewer
Al
Location
Warrington
Date
30/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst mobile and broadband service I have encountered in last 10 years! Staff are incompetent and in cases actually lie! Made manager listen to call and confirmed this despite initially trying to excuse it. Routers are substandard and was offered £60 to buy my own after the 3rd replacement!!! Avoid this company at all costs
Reviewer
scott
Location
London
Date
29/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I join them over a year a go and I have had slow speed and not working they have gift systems that if you go back with them they give you £50 I did get mine plant as so and don't join them
Reviewer
C N
Location
Hertfordshire
Date
29/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
So pleased to have left Plusnet. Had to put up with a noisy/whistling router for 18 months and broadband that kept dropping out numerous times a day. Approaching the end of contract, I received so many emails from Plusnet, each giving conflicting information. I called to give notice and how strange - suddenly my landline wouldn't receive incoming calls and Broadband connection was even worse! Since moving to new provider a few weeks ago - phone works fine, broadband never drops out and we have a lovely, quiet router.
Reviewer
Duncan Stanley
Location
Blackburn
Date
26/08/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
very poor service, slow, and unreliable, Customer Service is None existent,
Reviewer
Steve Greenwood
Location
Manchester
Date
25/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I left BT to go over to Plusnet. Its been rubbish from the day this was installed. Ive had more problems than Ive ever had with any broadband provider. One my Broadband day it dropped out 25 time. And, they told me this when id phoned up to complain. They said leave it a couple of days. Then called back and said its settled down now. Rubbish it cuts out everyday especially at night. terrible supplier and hate been stuck with them for another year.
Reviewer
Jamie
Location
North West
Date
24/08/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I have to restart my router at least once a week, and I was charged to move house, something I've never experienced before with an ISP.
Reviewer
Jeff Wright
Location
Northumberland
Date
24/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband very slow, router is pathetic, customer service even worse, wished I had read the reviews before hand, what ever you do please keep away from these cowboys!!
Reviewer
Lee
Location
Pontypo
Date
20/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Left Talktalk to join these worst mistake of my life no Internet for over a week and all they do is blame openreach. Stay well clear even talktalk was better than these and their service was ****.
Reviewer
Inessa
Location
Westminster, London
Date
19/08/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible broadband provider. Let's start with how they delay setting up my service by 18 (!) days. During the service period, the speed was terrible, dropping off significantly at times. If 3 people were using the internet at the same time, that would pretty much stall everything. Yesterday my contract ended and today a bill was still generated! I have just discussed it with a customer support rep and he suggested that either I pay it and they will refund it, or cancel my direct debit. Why wasn't it done properly on their end?! Are they hoping that some people will just not notice that payments keep going through? This is just an extremely poor focus on customers all around. I will never use PlusNet again.
Reviewer
Spunbob
Location
Birmingham
Date
16/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Joined Plusnet standard broadband from Now Broadband previously. I dont have fibre in my area. Broadband was working fine with Now,but Plusnet was a disaster from day 1. We all worked from home as it was lockdown and Now Broadband was fine. So why did Plusnet fail me, we had problems everyday of the week. Always losing WiFi and getting shouted at by kids. Plusnet tried doing things their end, but then just said its my problem as they're showing fine from their side. But I know that was rubbish as other suppliers never gave me issues at all. After all I was using the same phoneline, just different useless Plusnet router. Having given up now I've moved to Virgin, I've still got 9 months left of my 18 month contract but il pay to get away from these clowns. Seriously it should be easier to get away from a disaster service like Plusnet. Maybe award winning but what about those of us they can't send a decent supply to?? Surely they should do more or let us go without penalites?? I'm cancelling my sim with them just because I'm so angry at paying £89 early exit fee to leave them. Good riddance Trashnet. Would give zero stars if I could
Reviewer
Emilijus Jankauskas
Location
Grays
Date
16/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unable to deliver the speed they claim to be able to deliver, broadband hub unable to send wifi signal through an open room so I have to keep my computer wired to an extender, customer service unable to pick up a phone in 1h time, 4 engineers could not fix a minor cabling problem, they increased my monthly charge from £30 to £43.00 without contacting me. In order to cancel the contract they wanted to charge me approximately £300.
overall if it would be possible ill rate it as -5 stars not recommended at all. My worst decision ever on choosing this broadband supplier.
Reviewer
Linda
Location
Cumbria
Date
13/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Joined up online 4.8.21, payment of £23.95 taken on sign up. Email from Plusnet 5.8.21 could not find a working line at my property, despite me already having broadband, but they had found a spare line that they could install for £49.99! I both emailed and telephoned Plusnet who at no time offered any explanation for the no line story. The order was cancelled but it has taken a further two phone calls to be informed that my refund of £23.95 was made on 12.8.21 although I am yet to receive it. A totally dishonest company who I would avoid at all costs!
Reviewer
Walter Duncan
Location
GLASGOW
Date
12/08/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I joined plusnet in March 2019 after being with Sky for 16 plus years,and it's the best decision I have ever made,reliable,good price,and my broadband has never missed a beat.
The only downside I have is the plusnet hub one router is not the best,so I upgraded to a bt router and the rest is history,once you pair it with BT it works perfectly,would highly recommend plusnet if my experience is anything to go by.
Reviewer
Christine Chandler
Location
Boston
Date
10/08/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Internet went down. Called helpline phone answered after one ring, engineer visited next day, was kind and courteous explained everything. He did a temporary fix as the wire coming out the ground was too short to fix. Three days later another engineer came, dug up the path replaced the wire under ground and returned path to normal. Outstanding service I will recommend this company to all.
Reviewer
Dave
Location
Nottinghamshire
Date
09/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Went to plusnet from bt as I needed to save money and all the awards they supposed to have, worst mistake ever, the wifi is terrible, the speed is a good 10-15mbps slower which is a lot when all we can get where i live is 56mbps max, it cuts out all the time and the range it covers is alot less as well. I'm amazed that my WiFi is the same line and everything, basically the same company yet comparatively you are worlds apart. The online chat was disabled which I thought was odd as during covid I would have thought it was a better option for contacting there home workers, I tried calling numerous times but gave up after, 30 to 45 minutes of waiting on hold.
I looked again today and the online chat is working, YAY, but wait, every option on there just comes back with a bot saying call us on customer services number and then it abruptly closes the chat, this is all except the sales line oh they talk to you, they want your money! Are you paying for these awards??? The only other company I have needed to contact a couple of times recently was sky and they manage to answer you during covid so not an excuse. Overall won't be staying with plusnet
Reviewer
Michael Jones
Location
Ackworth
Date
06/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not very satisfied with plus net at all
Very slow download speed and constantly crashing dropping out the router going orange till it reboots its self
Reviewer
greg hazelton
Location
leeds
Date
03/08/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
engineervisited 02/08/2021. tried to connect 03/08/2021 no go. Phoned them and was told it should be live anytime upto 12pm 04/08/2021, we were not told this until I phoned them. Would I recommed them.....no!!
Reviewer
Mari
Location
Buckinghamshire
Date
30/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Joined plusnet in 4 october 2020. Still waiting to be switched from my provider in December. Plusnet cancelled my broadband provider on Christmas Eve and failed to connect me. All my family are in Nordic countries and Italy. On Boxing Day I rang the technical department, only department that picked up the phone, and I was told the problem is that they have not been given an order to connect me. He said he will arrange to connect me on Tuesday when everybody should be back at work. I was connected 29 December. I am still traumatised by the lies and excuses. Can't wait to leave. Since joining plusnet I have received extra ordinary number of scam calls. Can't recommend to anybody. Avoid.
Reviewer
Derek
Location
B339ng
Date
30/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst ever,I had to endure plusnet for two years.They offer a one month cooling off period which I wasn't given because it took them a month to set up my connection.
I waited patiently for two years until I was out of contract to then be told I still had to pay a cancellation fee.I happily gave them the £30 and told them where to shove their broadband.I was asked who my new provider was and when I said Virgin the service agent told me he was jealous.
Lol
Reviewer
Mohammod
Location
Bradford
Date
29/07/2021
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
My broadband was going to be transfered to another provider on 30th July however plusnet decided to leave me without broadband from today 29th July. They do not provide good service and very spiteful even when you leave them end of contract.
Reviewer
Georgina
Location
Essex
Date
29/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Plusnet are incompetent and I would avoid if poss.
I moved at the end of June and tried to take my Plusnet broadband package with me. It was really messy with lots of misinformation and missed deadlines so I gave up in the end and went with BT.
When I phoned Plusnet 2 weeks before my move to transfer the package to my new address, the guy who answered said that because my vendor ceased the line, he would have to put in a new order for me. He said he’d do it for me on my move day and 3-5 days later i’d have broadband. What a lovely guy I thought. I phoned to check on progress a couple of days after I moved and guess what? He hadn’t bothered putting in the order!
I then spoke to another Plusnet guy who said that the 3-5 lead time quoted by the first guy was wrong. He said don’t worry, he will put the order in and it will either be 5th or 6th July that I will get Broadband on the line. He said he would come in on his day off, he was a ‘man of his word’ and that he was coming in to check whether I got July 5th or 6th and will call me. Guess what!? He didn’t!?
I then got an email saying my broadband activation date was July 12th!?! I phoned to check if that was right. Yes. Lol. The internal order had failed so they had to start again and I ended up with July 12th.
July the 12th came and went. Nothing. No contact and definitely no broadband.
I phoned again and they said that there was an internal issue at Plusnet and my account was ‘broken’, so I should phone sales and start all over again!!
Apart from the obvious mess, the Plusnet guys you speak to are really fake. They chat to you like you’re mates rather than a customer and don’t do what they say they’re going to do. They bore you with their internal processes and their grievances with other parts of Plusnet. I had to kick up a big stink to even get to speak to a manager.
The house move itself in comparison was a breeze!
Reviewer
Darren
Location
Seaham
Date
26/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Didn't even get to join Plusnet and they're already the worst company I've dealt with.
Setting up broadband, agreed and confirmed an appointment for installation. Three days later they email to say they've delayed the installation by seven days and changed the time. To a time I can't do, and a date that's hugely inconvenient. When I contact them to arrange based upon a sensible time slot, the one agreed in the first instance, they advise its an extra three day delay.
Obviously I've cancelled my order because that's ridiculous. Now, arranging through others, it's still added 4 days to the installation date due to a delayed order. Something which wouldn't have happened had I not gone with plusnet initially.
Comical and embarrassing for an organisation that extols the virtues of its customer service on TV and radio repeatedly. Maybe instead spend the advertising money on providing the service you promise.
Reviewer
Emma
Location
Lytham st Anne’s
Date
24/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up received the modem after 14 day cooling off period, then internet went live on day 17 , the speeds are under what I’m due to get on the app which bt etc engineers all use yet plus net say I’m receiving above this , Disney app etc all buffering constantly as well as no internet up the stairs and barely anything in my kitchen , I tried to cancel and as i am beyond the cooling off period they said I would need to pay over £200 yet I’ve had the internet less than a week , total con !!
No idea how they have awards as the customer service is so bad staff speak to you very bad and one actually laughed when I said I wasn’t happy with the speeds I asked him who provides his he said sky! Says a lot I wish I never left them
Reviewer
debbie
Location
fylde cost
Date
21/07/2021
Comments:
Useless!!!
Signed up agreed to engineer date 27.07.21 etc paid fee & month in advance to be advised that now need a survey 1st apt 02.08.21 then need to arrange engineer once survey completed, so could be another 3 weeks before i have a service!! Advised not what i agreed to said will cancel, put through to a male who was to say the least uninterested in situation or customer care.
*** avoid if you dont want to be mis-sold a service***
Reviewer
L
Location
Croydon
Date
16/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have selected broadband reliability and speed as 1 star in reference to the WIFI, the connection keeps dropping out, even after several channel changes, router swap, no success! It’s unacceptable in this day and age, and what’s worse is they have loop holes and answers to your complaints that just infuriate me. They also claim they have there ratings for the wired connected, many people don’t use wired broadband via Ethernet anymore. My partner and myself work from home, it is causing major stresses with our work. Also watch out for the 14 day cancellation period, it starts when you order the package, not on the go live date.
Reviewer
Lyndsey
Location
Wishaw
Date
15/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give minus stars I would. Worst internet service I've ever had, and I'm from the dial up era! Customer service team don't want to help you. Broadband speed for 3 whole days was 0.08mbps, told was a fault with my line, engineer said it wasn't.
For the past year we've had to restart the router 2-3 times a day. I live in a small flat just me and my son so theres not alot connected to it at once either. Never been so glad for a contract to end in my life.
Reviewer
Richard Game
Location
Melbourn
Date
14/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had line drop out completely 3 weeks ago. No internet and no phone line. Just get excuse after excuse as to why it didn't get fixed. It seems they have an excuse book that they randomly use excuses from. Problem is after 6 or 7th excuse they start to make no sense as they contradict previous excuses. Should be renamed to Minusnet.
Reviewer
BM
Location
Motecambe
Date
14/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I took out a fresh 18 month contract and was told by the agent it was fixed at £25 no increase due to CPI, RPI etc. I asked for a confirmation email and after recieving this I commenced with the new contract. Roll on a few months and they increase my contract by the CPI and rpi. I complain and they ring to to tell me sorry the advisor was wrong and I could have £25 as a sorry. I explained that wouldn't cover next march's increase and why should I have to pay for their mistake. Only to be told that's as good as it's getting and I would have to now go into to deadlock and speak to the ombudsman. It's not even the money it's the principal. Disgusting company with underhand illegal selling practices. They should be fined for such lies. They used to be great until BT took over, now they're too big for their own good. This is the last time BT or Plusnet will get my custom. YOUVE BEEN WARNED READ 1000'S OF COMPLAINTS!!!
Reviewer
Mark
Location
Scotland
Date
14/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Really disappointed with plusnet, have used them and John Lewis(same thing) before and always been great, but cannot wait for my contract to be over to leave.
Took out a deal with them and was told that the price might rise over the term of the contract, I didn't expect it to rise 6days after taking the contract out. Mis-sold on price and have raised complaint, but just told that T&C's said there might be rises. No transparency and can seemingly change the price you're offered whenever they feel like it.
Reviewer
Edita
Location
Warminster
Date
12/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Really bad. Broadband was mostly unavailable for a brief time I spent with plusnet, with the blame being put on anything from highly traffic to winds. I never had any issues with previous or current provider.
Customer services put the phone down on you when they don’t like conversation. Finished of with cancellation fees that I tried to pay within time limit advised, but it has already been forwarded to debt reclamation agency so waiting for more fines.. never again
Reviewer
Ellie mai
Location
Wolverhampton
Date
11/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If zero stars was an option I’d choose it. Terrible connection goes off randomly 24/7. Unreliable. Customer service team is awful. Drives you up the wall it’s so awful I want to crush the broadband box with my own hands
Reviewer
H vir
Location
Sunbury
Date
10/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It is most horrible service. Cannot do simple voice call over the teams. Please avoid it as they put through technical teams and they cannot solve anything. They refuse to remove disconnecting charges in spite of not able to simple services. Waste of money , please avoid it
Reviewer
Tom
Location
Glasgow
Date
09/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Useless, move the goalposts in terms of pricing all the time, would not recommend them at all
Reviewer
Miss durn
Location
Date
09/07/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signal keeps dropping constantly .... Iv had to use my phone data just to add this review.
Reviewer
Dean
Location
REDDITCH
Date
08/07/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
We switched from Sky to Plusnet about 12 months ago. The speed is okay, but not brilliant. However, the most disappointing thing is how it randomly disconnects - something it does several times, every day.
Reviewer
Lukasz
Location
Cornwall
Date
06/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay away from Plusnet. Notoriously no signal, always the router or cables and so on. Even if the line speed is at a minimum the lack of signal makes it impossible to use the Internet. They do not understand that the lack of signal makes it impossible to use the Internet - the explanation is --- that we provide a minimum speed. What do I care about the speed of the link if there is no signal.
Reviewer
Kei
Location
Brighton
Date
06/07/2021
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
This review will be short and sweet. The speed is as advertised, customer service is great. But spend a second and see all the reviews about how bad and noisy the router is. You could actually hear it over the TV. Plusnet say that is normal.
Reviewer
Fay
Location
Leeming bar
Date
06/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ever since changing over to plusnet my data usage has gone up. It disconnects randomly, even sat in the same room majority of the time my phone can’t connect. I might aswell not have a broadband! Would not recommend
Reviewer
Dan
Location
Haslemere
Date
01/07/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I moved from Vodafone to Plusnet to save a few pounds a month. Worse decision of my broadband life. The Plusnet router/modem is so cheap and rubbish. Initially it did constantly disconnected any WIFI devices connected on the 5ghz signal. This was fixed via a firmware upgrade but only if you founf the thread on the support forum and requested that "Bob" updated your modem manually. Now the WIFI is intenittant, somedays its great, others I have to put up with my teenage children complaining about poor WIFI signal strength or the complete dissapperance of both 2.4 and 5ghz channels. I wish I had not moved.
Reviewer
Brian Kinsey
Location
Crewe
Date
01/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
What a bunch or lying cowboys!! Lousy customer service, gross incompetence and they LIED more than once. Do not use them, do not trust them. They cost us a lot of money and grief! AVOID!!
Reviewer
Vivien
Location
Leeds
Date
28/06/2021
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had several issues with Plusnet regarding errors on my account and billing. They have failed to resolve the issues multiple times; citing errors on their system. Despite promising resolution and refunds, not of it has gone through. Complaints through official portals are difficult and almost non-efficient.
Reviewer
Paul Mallon
Location
Lancashire
Date
27/06/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Very poor speed and customer service .
Reviewer
Rosa adams
Location
South Wales
Date
25/06/2021
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Comments:
Router would not allow a connection to the internet. I called Plusnet on 3 occasions and the staff were 100% helpful and courteous trying their best to help, eventually ordering the services of an engineer who came the following morning. He found a fault at the exchange and hey the internet is up and running with good speeds even on my basic plan. I have never had to wait very long when telephoning, brilliant customer service . If its bad service you are after --go join talktalk.
Reviewer
Vicki
Location
North Yorkshire
Date
24/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful, do not go with Plusnet. I've just changed over to BT, and suddenly we have reliable internet that doesn't keep dropping out. They agreed to waive our early contract ending fees but subsequently forwarded the amount onto their debt collector - I'm still trying to sort this out months after! Dreadful service, incompetant.
Reviewer
SJ
Location
Bradford
Date
22/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Nightmare experience from start to finish with unbelievably poor customer service.
To cut a very long story short Plusnet left me without any broadband when they were supposed to be taking over from my previous supplier and after I had rang them for the 8th time to sort it out they told me they were waiting for an update on my line so I was going to be without internet for at least another 3 and a half weeks and there was nothing they could do. Being self-employed I rely on the internet for work so they left me in a right mess. Unacceptable!
Reviewer
David
Location
Iv25hn
Date
20/06/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having been paying for high speed fibre for a number of months, getting 15-17 Mbps when the minimin should be 55Mbps,and suddenly when I made a complaint to the regulator, the speed went up to 65Mbps. WTF
Reviewer
Tracey
Location
Sudbury
Date
20/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company to deal with. Been with Plusnet for almost 2 years, £32.98 a month for broadband and landlines. Paid this amount by direct debit without any problems, until 20 April this year. Bill came through as £35.98, rang them to be told the discount hadn't been applied. Then I get a text telling me "good news you are owed a refund" it's my money you took without my consent!!!! Next month bill for £38.00, same reason. So I cancelled dd, as they were actually stealing from me. I paid what I owed them by card online. This month's bill comes through and I am told because I haven't got a direct debit set up my Internet has been restricted straightaway. But if you want to talk to a manager you have to wait 3-5 days. I have told them I am now leaving as they broke the contract by tryin to steal my money. Rude, dim customer advisors. AVOID!!!!!!!
Reviewer
Unhappy User
Location
Salford
Date
18/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have initially written the review on Trustpilot but thought I will put this on here as well.
Avoid at all cost - for home broadband service. Broadband speed slow and intermittently dropping out (no connection for hours on ends). Issues worse past few months. Also, very bad router provided - keep breaking and need replacing by Plusnet (which usually take ages to arrive, leaving me without internet). Very bad customer service. When I ring to try to sort out connection issue, always been told that they can't see any fault on their end. The internet connection was clearly not working then. They then 'offer' to send out an engineer, but threatened to charge me if they can't find any fault or the fault fall within my property parameter (including issues such as faulty router provided by Plusnet or Openreach facilities within my property parameter). Despite not providing paid service (home broadband), Plusnet does not allow me to leave without paying an exit fee. I have not change any of my internet/router set up - never have any problem with other providers.
When ask to speak to the advisor's supervisor, I had been told that the supervisor is too busy to speak to customer. I was also told there is no way to raise a complaint. The advisor also refuse to tell me the exact date that I can leave Plusnet without incurring an exit fee - ask me to ring again instead. Every phone call to Plusnet involves >30mins of waiting time!
Please avoid if you value your time and sanity.
--------------------------------------------------------------------------------------------------------------------------
Update:-
After several to and fro conversations with customer service, Plusnet keep replying with the same text:-
"Unfortunately in order to progress your fault further we would need an engineer visit as advised, if we are to book an engineer we do need acceptance of the following statement:
As part of the investigation of this fault, we may need an engineer to visit your property to test the line.
If the engineer finds the problem is with:
• Your internal wiring
• Your equipment
• The condition of your property
• If the Openreach network has been damaged within the boundary of your property by things like building or garden work
• Or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer.
This charge will also apply if you miss the appointment or you cancel without giving us 2 working days notice.
This charge will apply at all times whilst we are working on the fault and you'll need to accept this statement again if the issue is closed and then re-opened."
In essence, Plusnet can send an engineer out, inspect the facilities, find no fault for the frequent intermittent connection problem, and charge the customer £65, then close the case (without sorting out the unstable connection). And if a further complaint arises from the customer, the cycle repeat. No ending of charging customer £65 without resolving the issue.
I will just leave this out there for people to make up their own mind when they are considering joining Plusnet. If everything goes well, I suppose it can be value for money. But if there is any problem, beware of the level of customer service and their company's policy.
It is also interesting to note that I did not suffer such frequent service disruptions with other broadband providers over the years. My innocent mind always thought as the broadband connection facilities are provided by OpenReach, we should get more or less the same connection quality whichever provider I goes with - how wrong am I...
Reviewer
Amy Wood
Location
Date
18/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
incompetent company who will deliberately lie and fob you off with excuses.
Reviewer
Rhys
Location
Haywards Heath
Date
16/06/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Customer service and communication left a lot to be desired. Their attitude down the phone was horrendous and the internet speeds they were boasting wasn't worth the hassle tbh. It wasn't particularly quick or reliable and the router you get is below par when compared with competitors.
Reviewer
Beth Palmer
Location
Burry Port, Wales
Date
16/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Shocking service and reliability. I work from home so it's imperative that I have a reliable connection. We have had SO many problems with Plusnet over the years, but last year was the worst. It took about 4 months for them to respond to a problem, and even then they only did a botch job. The internet broke again today in the middle of a very important meeting. Thankfully I have a backup Huawei box for occasions like this. DO NOT RECOMMEND.
Reviewer
Beth Palmer
Location
Burry Port, Wales
Date
16/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Shocking service and reliability. I work from home so it's imperative that I have a reliable connection. We have had SO many problems with Plusnet over the years, but last year was the worst. It took about 4 months for them to respond to a problem, and even then they only did a botch job. The internet broke again today in the middle of a very important meeting. Thankfully I have a backup Huawei box for occasions like this. DO NOT RECOMMEND.
Reviewer
Glen
Location
Colchester
Date
16/06/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Contract just ending. Monthly cost including phone has been £36 per month. New charge offered to me to continue will be £47 per month.
All this for 30 MB broadband and a landline phone that hardly gets used.
Service during last contract has been very patchy. Slow speeds, dropouts and very noisy phone line.
Contract will not be renewed
Reviewer
Mia
Location
Robertson
Date
15/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Our broadband has been dodgy all year. It goes in and out and cannot handle our broadband needs even though we have the best option (fiber optic). In the last week the wifi has completely stopped working. We have called plusnet multiple times, each time they say they will look into it and call us back but they never do. We are currently with no broadband.
Reviewer
C Harris
Location
Consett
Date
15/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Astounded at the poor level of customer service received. Chat line went off before hardly starting,(after 3rd attempt) emails bounced back with "no reply", (without indications that they are no reply),inaccurate information on notes, inaccurate information given on phone. Frequent "lines busy" message leading to hours spent sorting out what should have been a very simple matter but was given the runaround. Website appaling,lots of "can't deal with this request at present", drop down boxes that give no choice so don't go anywhere. At a loss as to how they have the customer service awards they claim to have.
Reviewer
Frederick Castro
Location
Manchester
Date
14/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
“terrible internet provider" sign up with the cash back offer, then they just turn around, and tells me you are not eligible for the offer" scumbag plusnet" scammer!!!
Reviewer
Will
Location
Stockport
Date
14/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Could not have messed up our home move any more if they were trying.
Installed it into the wrong house.
Kept trying to tell the engineers they sent out to contact us on the home phone that was not working despite us giving them mobile numbers again and again and again. So nothing got fixed again and again and again. They had to cancel our service and reapply for it then they only put in a landline because they hadn't transferred the broadband order. Had to reorder broadband even more delays.
And then after all that I find out they Tltransferred us onto fibre optic against my express wishes on the phone at the start of this rigmarole but they won't change it because they informed me somewhere in a barrage of emails. So I'm stuck paying more for a service I never wanted.
To cap it all off the internet speed for the "fibre optic" at our new place is worse than the non-fibre optic in our old place.
And I thought BT were bad!
Reviewer
Lawrence Graney
Location
Ayr
Date
14/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Absolutely diabolical company. Tread with care. I joined their broadband and mobile and laid down upfront fee of £6 for mobile sim only, and £25.99 for broadband. After 10 days I have still not received a sim card that they said they ha sent. Then they said they sent a second one, this hasn't arrived either. They are at it. I cancelled the two services broadband and sim, but they wont release my refund. I have no charges to pay, but they are at it. Watch them, they are dodgy dodgy.
Reviewer
Ash
Location
Wales
Date
11/06/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Only been with them for 2 days and already they are increasing my price!
The router they supply is a joke, poor wifi, overheats looks nasty!
The main reason I joined them was for the UK call centre, but honestly the ones abroad are better then these! Very patronising, you can tell they are working from home as they don’t care, each time you call up they honestly can’t be bothered.
Will be going back to Talktalk once my contact ends.
Reviewer
Shaun
Location
Coventry
Date
10/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I was moving house so rang Plusnet to find out about changing my service to the new house
I was told it could be done on April 26th (about 2 weeks).
With this date given I arranged my house move to align with that date, for the smallest amount of inconvenience to my service.
April 26th: Moved in, Internet and Phone were not connected, Service was already disconnected at my old house (still had access that day) .. rang Plusnet and was told it could take up to Midnight to switch on
April 27th: Internet and Phone still not working, rang plusnet and was told an Openreach engineer would need to investigate.
Rang Plusnet later that day (Free number why not?) to be told by another employee the Fibre deal they had suggested to me was not possible as the Fibre equipment was not available in the local exchange box, it could be a month to get that sorted. (I'm unsure why Plusnet didn't bother to use the 2 weeks up to the switchover date to actually Check the local exchange was working and equipped properly??)
So cancelled the Fibre and said ADSL would be fine, agreed but told could take 3 to 5 days to switch on(should be done by weekend).
April 29th: Believe this was the day my phoneline actually switched on, though still no internet
April 30th: Openreach engineer called by, checked the house end of things said it was all ok, and all that needed to be done was switched on by Plusnet.
rang plusnet again to see how my order was progressing, and was told They were not interested in what an Openreach engineer thinks! and they couldn't even find my house by postcode on their system so they would need to verify my address and then Restart my order.
Rang plusnet again 10 minutes later spoke to a different worker who found my address on 2 separate system searches, and had no idea why the other advisor could find it, looking through my issues it appears Plusnet were still trying to go ahead with my original Fibre package despite it being cancelled. This was the most helpful of all the 15-20 support staff I talked to through the whole process. They again cancelled the Fibre package, Again started the ADSL order, they added an Open Complaint to the order in an attempt to speed the process, and even advised I still phone back if possible on the Saturday as it was the weekend and a bank holiday and honestly might not get picked up.
May 1st: Rang Plusnet as suggested and was told my order was being acted on, should be Tuesday as it was a bank holiday.
May 4th: Still no internet, Rang Plusnet as was told it would be now be May 7th, and nothing they could do
May 5th: Rang Plusnet to see if my service would still be going live on the 7th, was told it would
May 6th: Rang Plusnet to see if my service would still be going live on the 7th, was told it would
May 7th: No Internet, Rang Plusnet to see if my service was going live today, told it could be up to midnight
May 8Th: No Internet, Rang Plusnet and was told it would now be May 10th my service would go live.
May 10th: Finally my Internet service went live, 2 weeks after their given date, pitiful compensation given, and I hoped my trouble were over.
Now 1 Month later:
Plusnet got the price of the finally agreed contract incorrect, it took 2 more phone calls just to get the price I agreed to.
Internet has dropped off several times over the last month, thankfully late at night
Plusnet have contacted me to say my service has not activated correctly and they will need to reactive it, it shouldn't mean a loss of internet while this is done (I simply don't believe them) and I will need a Change of Phone Number. I have told them to put it On Hold while they see if the problem can be fixed, as I am still mid process of the Old House selling and can't afford to have no email to contact solicitors and estate agents.
But what amazes me most is an Alleged Award winning National Internet Supplier, Owned by THE National Phone company are incapable of switching a Telephone number from one house to another?
I made a simple house move and did everything by their dates given and the company Could Not Handle It, two people I spoke to at customer service gave me the same answers over the 2 week complaint, very few were even interested in trying to help solve my problem
Pathetic company since BT took them over, once I have some time and get sorted with my Old House getting sold I will probably take the one piece of good advice they gave "If you switch providers, they could keep your phone number for you, then when you switch back to us we can keep it from them"
Why on earth would they think I will switch back??
Reviewer
Unhappy User
Location
Salford
Date
10/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all cost - for home broadband service. Broadband speed slow and intermittently dropping out (no connection for hours on ends). Issues worse past few months. Also, very bad router provided - keep breaking and need replacing by Plusnet (which usually take ages to arrive, leaving me without internet). Very bad customer service. When I ring to try to sort out connection issue, always been told that they can't see any fault on their end. The internet connection was clearly not working then. They then 'offer' to send out an engineer, but threatened to charge me if they can't find any fault or the fault fall within my property parameter (including issues such as faulty router provided by Plusnet or Openreach facilities within my property parameter). Despite not providing paid service (home broadband), Plusnet does not allow me to leave without paying an exit fee. I have not change any of my internet/router set up - never have any problem with other providers.
When ask to speak to the advisor's supervisor, I had been told that the supervisor is too busy to speak to customer. I was also told there is no way to raise a complaint. The advisor also refuse to tell me the exact date that I can leave Plusnet without incurring an exit fee - ask me to ring again instead. Every phone call to Plusnet involves >30mins of waiting time!
Please avoid if you value your time and sanity.
Reviewer
Tundy
Location
London
Date
09/06/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The broadband worked absolutely fine during the contract, then when I became out of contract miraculously my router broke down. They said they couldn't send me a new one because I was out of contract. I tried two different routers which worked fine but I still had no internet. I told the fault was on their side. They did some kind of check and sent it over though a ticket system but it was so technical I did not understand it. I cancelled the broadband over the phone and asked me why I want to cancel it. (?) I stopped my direct debit as a precaution, and of course they keep texting me to pay up, which can only be done over the phone. There is no bill on my account. There is no other payment method.
Here are the worst things abou this company:
1, They say you can contact them many ways, which is a lie. They only take calls. No online chat, no email. No ticket, unless it's a formal complaint.
2, They say you can pay your bill online as a one off payment, which is also a lie. No bill is shown on the account. It's either direct debit, or the customer has to pick up the phone.
3, Their different departments do not communicate with each other.
4, They do not update anyone of their internet outages. In fact they deny it.
Avoid.
Reviewer
Lee Hubbard
Location
Abingdon
Date
09/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I am very disappointed with Plusnet broadband, the issue I have experienced is being two days late in making payment due to my monthly income being late payment to my bank account, Plusnet has temporarily cut my service off because of this issue, I was told you get fourteen days to make payment and if not payed you will be cut off. I have been a long term customer and never missed a payment in all the time I have been with Plusnet, I feel that I am not a valued customer and the fourteen days did not apply to me. I will change provider when my contract comes to an end, thanks Plusnet for not understanding this issue I have had.
Reviewer
cricfan99
Location
Clacton
Date
09/06/2021
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
a customer for nine years. quality of service very good as has been reliability. target estimated speed optimistic but above guaranteed minimum.
Reviewer
Haytam Alzifite
Location
Irvine
Date
08/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling service from a very bad company that does not care about customers.I get my paperwork and router delivered to me after 15 days from the day I placed my order and Internet was up and running the day after. When enquired about a voucher offered online, the company washed their hands off. I stated that it was poor marketing to get customers and asked to cancel my contract, just to be told that I need to pay a penalty because its outside the cooling period of 14 days! Knowing that for 15 days I did not have a router nor any paperwork nor any Internet service from them!
Agents were very sarcastic and abrupt over the phone. Which made me even more furious while trying to resolve the issue over the phone.
Reviewer
Mark
Location
Hastings
Date
05/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up on the 5th May which is when the 14 days cooling off period starts. Switched over on the 20th so outside of the cooling off period despite not being able to try the service. 2 engineers have now visited & no faults found. We apparently have 50mps coming in the house but only getting barely 35 from the router when they guarantee 49!!
Desperately trying to get out of the contract - WiFi is absolutely shocking, we daren’t try and watch anything on Netflix!
Wish I’d never swapped from sky!!
AVOID AT ALL COSTS!
Reviewer
Mr Mike Pate
Location
Mold
Date
05/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been having trouble with my broadband for 11 months and have given up hope of ever getting it resolved.My speed is slow although I'm paying for fibre.I keep losing my internet connection.
Reviewer
Jacquie
Location
Huddersfield
Date
02/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet are great until there is an issue. Then you get lied to, repeatedly and often. You get told that they will call back, they don't. You are told an engineer is booked for tomorrow and no one shows up, over and over again. It got so bad I referred the matter to the ombudsman, that resulted in an unsigned apology. My broadband is unreliable and drops constantly, I have to reset it daily and sometimes repeatedly. Plusnet will do nothing, do not listen and do not care. Frankly all I can say is do not use.
Reviewer
Lucy
Location
Wandsworth
Date
02/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Our broadband was ordered to activate on 26th May, today is 2nd June we still don’t have an internet connection. We called Plusnet many times and their answers are all contradicatory and they don’t seem to know what was the exact issue. It’s so irresponsible and incompetence.
Reviewer
Chris
Location
Worcester
Date
27/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The much lauded customer service is in fact a joke. I’ve been waiting 3 weeks for a resolution to my problem only for them to now start the same (unsuccessful) corrective action as last time. The hardware is poor so expect frequent loss of signal if you are unlucky enough to be tempted to sign up
Reviewer
Mark
Location
West Sussex
Date
27/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We moved my mothers phone line to Plus Net. My mothers care line is essential and operates through the phone line. In over a week the phone has not worked since the day of the change over. The call centre are no help at all and we now have to employ a carer to visit as my mother in is danger without a phone line. Plus Net have done nothing beyond saying sorry x 100 times, this does not help. I would not suggest moving to this terrible service provider.
Reviewer
Anna
Location
Exeter
Date
24/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I ordered my broadband connection from Plusnet on the 20th April for connection on the 27th April. As of today, 24th June I have called Plusnet at least 17 times, each time they have raised my issue with Openreach and I still do not have an internet connection in my flat. I am supposed to be working from home. Their customer service staff seem to be doing their best, but they cannot give updates where none exist, and when updates do happen they are all contradicatory. Utterly appalled at the incompetance of this company.
Reviewer
Kyrena Jeffreys
Location
Manchester
Date
22/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
First things first if I could put a minus score for plus net then I would!
Had a Internet speed problem back in February this year. Rang customer service long story short bt engineer was call out. The engineer came to the house on 4th March this year however the engineer couldn't fix the fault so advised plus net to replace router to see if that fixes the problem. Recieved new router about a week later rang plus net to let them know that I've the new router and I have connected up and that they should be able to track my speeds and get a better idea of what the full problem is in hope to fix it however my speeds didn't improve I was still getting less that 10 mbps on a fibre broadband of up2 38mbps. So adviser told me let me update the faults and let them look at it themselves so I agreed they came back to me two weeks later to ask me to do some channel hopping the best speed I could get was 11mbps so he went away to speak to a college about this and came back with the advise that they need to look into further settings and they would inform me if the problem is fixed however nothing they did with the settings worked they made the speeds worse. Recieved an email saying that I could leave my contract without penalty as it was past 30 days since I first reported the problem.however I didn't feel that we reached to this stage yet and that there was still things we could try to fix the problem HOW STUPID WAS I! So we tried other solutions but nothing worked. I was in a Microsoft teams meeting on the 25th April this year and on 4 separate times during this meeting my Internet cut out completely I had enough I couldn't work with speeds like this so rang customer service again and told them to fix it or I leave. So got an a*sehole of an adviser on phone telling me that my speeds are fine and that I have to many devises connected at once which was bull s*it only had the 2 phones and my laptop connected long story short I was put though to a manager and he did a speed test and found out that there is a fault and that he will get the faults team to fix it but I had to give them time to do so however I had a call on the 4th May this year telling me that no one could fix the problem at all and asked me what I would like to do I said leave my contract without penalty that was agreed adviser told me that my final bill is 37.98 after deductions and my services will continue till the 1st of June I was happy with that but I woke up on the 12th May to a bank notification saying that I have gone into an unplanned overdraft I thought what the hell checked my bank straight away and found that plus net has taken 95 pound out of my account and sent me over drawn rang plus net straight away regarding this payment to get an a*sehole of an adviser on phone he told me that this was my final bill and that my services havnt been cancelled properly I was fuming and explained that I paid my final bill and that my account should be cancelling down over the next 30 days I told him to make sure that he cancels my account and I want the 95 pound refunded back to my account by the end of the day he persisted to tell me that they can't refund the money as I owed it I produced and email I received on the 5th May to confirm I paid my last bill and I asked to speak to a manager. Manager comes on the phone I explain the situation and he said he would phone back once he applied the refund. As soon as I put the phone down I realised my router was flashing Amber with a red briardbsnd light so rang plus net back explained about my router and the conversation I've just had with customer service that adviser put me through to the faults team to solve my issue got told aload of bull s*it about a fault on my external line and that I should have my services up and running within 4 hours however my services was not reconnected within those 4 hours so I rang the faults team back explained about the refund and the manager not phoning as well as services not being reconnected I was informed that the refund hasn't been put through and they can't get the services back up and running because the first advisor I spoke to that morning ceased the line rather than a cancellation which automatically disconnected me from the main external exchange box so I hit the roof rightly so told them what am I supposed to do without services as I was due to start a new job from home the next morning I was advised that there is nothing they can do so basically I became more frustrated and requested to have a manager on the phone immediately I spoke to what I thought was a manager however it was another customer service advisor as I later found out explained the full situation to him and I made it clear that I want a refund of the 95 from the morning and wanted services up and running so long story short they offered a good will gesture for my services they requested my refund by 3 different methods now were on the 22nd May still no refund received AVOID AVOID
Reviewer
Caz
Location
Greater Manchester
Date
21/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service provided is intermittent, working then failing for few minutes to hours or even days at a time. No issues with the line.
Been a customer for 9yrs and the service was once very good but has become very poor in the last 2yrs.
Renewal email not received and automatically changed my tariff to a much more expensive cost for exactly the same product being sold for less than my contract was initially, but I get irregular service...? Surly I should be on a better product at more than £12 monthly increase to the product on sale or what I was originally on considering I'm a "valued customer", but no, instead I'm subjected to abusive, ignorant and argumentative customer service advisor telling me my email settings must be sending their correspondence to junk regarding change of bill even though I receive their monthly bill's and junk emails on various offers to my inbox...very convenient for them. Instead of apologising for the missed communication (probably failed to send with one of the regular internet outages) the customer service rep was aggressive in his argument that he and plusnet were right and I was wrong and clearly wasn't a rep who stands by plusnet's own slogan "we'll do you proud"...sorry plusnet but I'm no longer proud to be your customer and so I've now cancelled my line rental and took my business elsewhere, hopefully I'll get much better line connectivity and customer service as a whole. I for one will no longer promote plusnet as a good all round service when I've received no service this time and as a once long time customer, I'm appalled. Be warned, dont take their awards as a guarantee to good product or customer service, it certainly wasnt award worthy what I experienced, but then again I was already paying and not a new customer so I guess I no longer qualify for the quality customer service experience they claim to have.
Reviewer
Richard
Location
Portishead
Date
21/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I moved across from sky when I saw an offer of an Amazon gift card in January. When speaking to the sky advisor he hoped that I didn’t have trouble as he has heard of a lot of issues and speed problems. I wish I had listened. I went for super fast fibre optic which I had with other companies with excellent results even on Wi_Fi. Working from home I need a reliable broadband however he Wi_fi download and upload speeds are terrible. Download speed has been max 25mbs which makes working efficiently impossible. In the T&C for the voucher it stated that you had to wait 3 months before it would be sent. I waited and spoke to an advisor who told me they never offered Amazon vouchers and I needed to respond to an e mail sent a week or so after connection.
Being greeted with just “hello” when calling is really unprofessional. Needless to say I can’t wait to get out of this contract. Avoid at all costs
Reviewer
Glenn Gordon
Location
Leamington Spa
Date
21/05/2021
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I have been with Plusnet now for approx. 8yrs and I have to say, I am getting fed up with it and thinking of changing my provider. They falsely claim to have "Award winning customer services", which a downright lie. They have just removed call features from my phone account without consulting me. Their service for renewing, changing or ending contract does not work. You get constant nuisance phone calls without protection. Their appalling customer services is exactly why people are leaving Plusnet. In fact, Plusnet have actively been pursuing a policy of disconnecting and avoiding their customers to the point of antipathy. They cannot be contacted since they avoid answering the phone. Their Facebook page has no messaging or review functionality. They have removed their contact form from their site. They have no contact email address. In other words, they DO NOT wish to be contacted by customers. Avoid Plusnet, because if you have problems with your Broadband, phone or anything else, they don't want to know.
Reviewer
charles best
Location
stockton on tees
Date
20/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i paid up in full and there router failed and they would not fix it so i joined another company and without telling me they reported me to arvato saying i owed the £240 pound for a cancelation fee they aer the biggest crooks i have ever been with
Reviewer
Eddie
Location
South Wales
Date
19/05/2021
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Advertised as having award winning customer service. If their broadband worked and you got the service that you paid for then they wouldn't need customer service.
Consistently slow speeds at more than 20mbps less than advertised, days on end without connection, the router provided is more use as a doorstop. There is nothing about Plusnet 'superfast fibre' that I can recommend. Just terrible.
Reviewer
Aoife
Location
Scarborough
Date
18/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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!!!
Reviewer
Cas
Location
London
Date
17/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly the worst company ever I'm surprised they even got 3 stars. I'm not the person to write reviews but this one deserves it. They are disgusting and they false advertise literately everything. I'm telling you buy into it as you will be writing a review just like me saying they've robbed you
Reviewer
jordy toon
Location
uk
Date
14/05/2021
Comments:
Disgusting and Appalling
Contacted them at 19.47 on the 13/05/21, after explaining the problem to a girl several times I was told "I'll just have to put you on hold for a minute" after being on hold for 10 minutes I was automatically cut off without further contact or resolution. I know their "help service" closes at 20.00 but for her to use "on hold/ cut off" tactic is disgusting and appalling.
Reviewer
Alan
Location
Dorset
Date
13/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful customer service constantly given different answers to same question very unhelpful cancelled at earliest opportunity thats tomorrow apparently!
Reviewer
Elle
Location
Scotland
Date
12/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not touch Plusnet with a barge pole. They just cut off my internet at no notice. In the end it was cut off for 2 days. I, like many others was working from home during the pandemic and had no warning and anytime I called Plusnet they couldn’t rectify the issue and couldn’t tell me how long the internet would be off for. When I complained (many times) about my 2 days of missed work they eventually offered £2.22 in compensation! What an insult! They then basically told me to shove it and take my complaint to the ombudsman if I wasn’t happy. I would warn anyone against them unless of course you’re happy to pay a lot of money to have your internet cut off for days on end at no notice.
Reviewer
Ebreeze
Location
Berwick upon tweed
Date
11/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was left for months with no broadband at all, the customer service advisors were very friendly but gave numerous excuses, from there was a problem at the exchange, to we will get an engineer to call you (which I am still waiting for). As if this wasn’t insult enough, my daughter found out that I had been paying twice each month (2 different amounts). I was promised this would be refunded nearly 2 months ago, I am still waiting for my refund, numerous calls later and no fix, or solution, I I have had to find a new supplier, and behold I have internet with great speeds. Sorry Plusnet but when you fail, you really do it epically! Please pay me my money back, after all I was paying twice for nothing!!!
Reviewer
S ward
Location
North Lincolnshire
Date
11/05/2021
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
After being a Plusnet customer for a good number of years, I had to take the decision to change providers. Speeds kept dropping and with teenagers in the house this was a cause of great distress. Games took hours to download, phones kept dropping wifi and tv streaming was nearly impossible. This was a huge disappointment from the great service we had in the early days with plusnet. Plusnet did change the router which made slight difference but not enough to make us stay, unfortunately.
Reviewer
James
Location
South
Date
11/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ignore these greedy pigs. Not only is their broadband speed terrible, equipment cheap and noisy they are also greedy pigs and will increase your prices mid-contract. AVOID.
Reviewer
Alex Armstrong
Location
UK
Date
10/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am writing this review after previously being with Plus Net and going back, foolishly thinking they're service would be as good as it was before.
Before I begin there was a gentleman on Manchester support team who was incredibly helpful. I am now at the conclusion that Plus net are either buffoons or crooks. You decide.
My connection has slowly gone downhill, not by speed, but by quality. I am already in a slow connection are due to my distance from the exchange however my latency has always been great so this is forgiven (love my gaming).
During this increasingly infuriating issue I have been in contact with support, who initially took me back as to how professional they were. They didn't ask me to go through there usual script of things as I had already given them the list, and instead used logic. However after these attempts had failed, I contacted them again.
My first two attempts to make contact again was met with simple tests, which had already been done. Unable to look at previous tickets, I humored them with the same results. They replied with a frankly ridiculous chart of numbers showing how stable to connection was, obviously designed to confuse rather than be informative. I replied stating stability was not the issue, the latency was.
After waiting several days, and replying to yet more menial tasks, and even at one point, them just sending me a message saying "Your issue is fixed" with no context, I replied yet again with the same list of attempted fixes and issues which they were seemingly unable to find from previous tickets again.
This time, the WIFI was blamed. Considering I stated on no less than 8 occasions the desktop is hard wired and answered this pointless accusation with the same list of things. I am currently awaiting a "Response".
I am almost 99% sure the issue is because the connection is being momentarily throttled as the neighboring traffic is too much for the system so it is queuing people to let them through. At this point if they would just admit their fault and give me a timescale for correction/improvement I wouldn't be so annoyed. However it is now painfully obvious they just here to blind you with science and take your money for a less than mediocre internet connection.
Being "Best Provider Customer Service" is all good and well, if you provided a good service to support.
Reviewer
Charlene
Location
Edinburgh
Date
10/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst internet, I would not go near them, and when we complained they basically bullied us into dropping our complaint. Thankfully BT were willing to buy us out of the extortionate cancellation charges. Do not go near this company if you rely on your internet for anything.
Reviewer
Julie
Location
Dewsbury
Date
07/05/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been a customer for 18 months & recently renewed my contract because the broadband is much more reliable then their bigger competitors. I was eligible for a £50 cashback reward which arrived in 5 days. Also love that you speak to someone local when you call.
Reviewer
Matt
Location
Chelmsford
Date
07/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complete shambles...big promises but on the day of plusnet taking over all they managed was to disconnect my omd supplier then completely fail to take over themselves..told could be 5 days of no internet service..appalling..
Reviewer
Sam
Location
Birmingham
Date
06/05/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Absolute joke of a company, they pride themselves on excellent service, absolutely useless and incompetent.
Reviewer
Miik
Location
Barnsley
Date
06/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ive just left shell BBand after winning a ombudsman case against them for price hiking during a fixed fee for 12 months.
Ive now been with Plusnet for 2 months and guess what, Yep they just put the price up, so its back to the ombudsman again.
These 2 bit companies are not worth the hassle, I didnt realize that by joining plusnet there wouldnt be any customer service email address and that broadband drops 3 or 4 times a day...I will go to court before i pay any price hike, fed up of these scam companies..Avoid like the plague
Reviewer
Dave Perry
Location
Stoke on Trent
Date
05/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been poor since day one. Thought I was upgrading from the move from sky but how wrong I was. Can never seem to get hold of anyone in customer services and online support is useless
Reviewer
Darren cassmis
Location
Cardiff
Date
04/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish keeps cutting out everyday only have 2 devices using at any one time. Most unreliable internet I have ever had suppose you get what you pay for which is rubbish service. Gives you a voucher for £60 which was in March 2020 and you still can’t spend it have tried always. If you want worst provider for internet Plusnet beats them all can’t wait till I’m out of this contract.
Reviewer
Liz
Location
London
Date
03/05/2021
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Signed up for the cheap broadband offer and was pleased by service. I was kept informed throughout and the router arrived on time. On transfer day I was without internet for a couple of hours but when I phoned customer service the problem was immediately fixed. And I received my £75 payment card within about 10 days. So everything went well.
Reviewer
Nick
Location
Staines
Date
02/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The speed were so slow I had to take out unlimited data on my mobile. After months of speeds that are worse than dial ups I cancelled in disgust! I went to pay my final bill but the idoits had shut my account down. They haven't tried to contact me AT ALL until today, I get a debt letter demanding £140!! £140 for something that doesn't work!! DO NOT USE THIS DISGRACE OF A COMPANY!!
Reviewer
Tony Spain
Location
Maidstone
Date
29/04/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I'm new to Plusnet and transferred on recommendation from a neighbour. Signed up online to a package, everything arrived OK and my phone/internet is up and running.
I had a shock when I got my bill and had to call customer service, I got through very quickly to a guy called Alistair Leonard who was able to answer my question and sort my query.
I was expecting a long wait and then struggle to speak with someone and a bog standard answer to my query but got none of it. Most reviews are poor my my experience was excellent so well done Plusnet.
Reviewer
Keith Down
Location
Trowbridge
Date
29/04/2021
Comments:
If you have a life to waste spending on the phone to be passed off and have money in the bank for them to freely take without explanation to receive no services, feel free to sign up! Do not do it!!!!
Reviewer
S. Dodd
Location
Northumberland
Date
28/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I was a customer of Plusnet for many years when suddenly they sent me a bill forty times what it should have been. I queried it and they accepted it was wrong and they cancelled my direct debit to avoid overpayment. Since then I’ve spent many hours on the phone, have spoken to over 20 people in Plusnet. All agree that they made a mistake but this led to their system terminating my broadband, closing my account and hounding me for payment including through a debt collection agency. It’s been the most stressful two weeks I can remember and now I’m without broadband and all the associated services whilst waiting for a new provider to be set-up. And I read that Plusnet have award winning customer service…..
Reviewer
Chris
Location
Brighton
Date
27/04/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Router keeps disconnecting and getting worse by the day.
Reviewer
helen
Location
Bournemouth
Date
24/04/2021
Comments:
Internet and rooter ok no problem there
ok for first 3 months on payment system.
now i am having problems with the billing system.
They tell me my direct debit is wrong
and my Debit card is declined
when i know full well it is fine.
I cannot trust them any more.
Do not use Plusnet.
Reviewer
connor
Location
Rugeley
Date
24/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
broadband cuts out maybe once or twice a day and for the past 2 weeks has been awful. upgraded to 'fibre' months ago to get a faster connection which gave us upwards of 40mb/s (not great but a definite improvement). now we are back to getting less than 15mb/s with no explanation or hope of improvement. shambles of a company.
Reviewer
Morag Fraser
Location
Edinburgh
Date
22/04/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I got plusnet after seeing their advert. "Award Winning Customer Service. The internet barely works, when I got it installed, they emailed to say great news, your services are live. Problem was, they hadn't sent a router. I was told they would compensate me with £35.00 credit, that was about six months ago and they didn't pay it and despite asking, there's no record of it. Very poor service as well as poor broadband
Reviewer
Ben Watkins
Location
South West
Date
22/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Sometimes review sites really just need a 'no stars' option... and this is one of those occasions. Plusnet customer service is beyond appalling. The staff are polite and apologetic but when you really need them they let you down badly - repeatedly. It takes over an hour to get through on the phone. If you raise a ticket it will be days before they look at it - they may not look at it at all. They say they will do things and don't. Their automated fault reporting system doesn't report faults. Their automated billing system raises random bills. When your bill is due they block your access to their website so your only way of logging in or contacting them is via another internet provider. Honestly, I could go on all night. There are thousands and thousands of furious customers. How they are still trading is a complete mystery.
Reviewer
Ed
Location
West Malling
Date
21/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Broadband move with Plusnet - an unmitigated disaster. Notified months in advance and only delivered almost a month after being in the new property.
Numerous telephone calls and emails ignored or left open - at a time when we all work from home.
Appalling - especially at a time when the UK has third world broadband speeds too. Avoid!
Reviewer
BernS
Location
Magor
Date
20/04/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
This is my second review of Plusnet, the first was a very positive review after my broadband had been switched, but the router hadn’t arrived due to post delays over bank holiday. This was sorted out quickly and efficiently by Plusnet.
Now I have had chance to use their broadband for a number of weeks and in my opinion it is excellent. The speeds are higher than predicted and I have had absolutely no outages or disconnections and our household is a fairly heavy user of broadband. I read many reviews about Plusnet on this site and the majority are very negative so it was with some trepidation I decided to switch, but I came to the conclusion a long time ago that the people more likely to leave a review are those with a bad experience and the people who are perfectly happy don’t bother. Hopefully this will balance things out slightly.
Reviewer
Valerie Hale
Location
Liss
Date
17/04/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I called plusnet to change the account from my husbands name to mine. I explained to the operator that my husband has recently passed away and I had found an email to him from plusnet requesting we call to discuss what plan we wanted to be on when our 2 year contract ended in a couple of months. The operator took a while to understand but eventually after offering a cheaper price we agreed that the account would close when the contract expired which gave me a few weeks to get set up with another provider. Our Internet coverage had been playing up quite a bit recently and in fact wasn't working at all that day. I was told that there was an outage but service would be resumed ASAP. Next morning no Internet and now unable to make calls on the landline. I called at exactly 8am and got through very quickly. After quite a while I was told that the account had been closed the previous day and I no longer had access to the Internet. This was very bad news as so many things still have to be arranged for my husbands funeral. I now have no Internet or phone. Plusnet claims to want to care for its customers needs is a sham. At the worst time of my life I have been left totally without support. We were with plusnet for more than 20 years and truly did not deserve such appalling treatment. Shame on you plusnet.
Reviewer
Caroline Chastney
Location
Leeds
Date
17/04/2021
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Until now I have always been happy with Plusnet but since I moved from Norwich to Leeds 2 weeks ago their customer service has been appalling as I tried to get the internet connected to my new address. After many phone calls and getting shipped between various departments to no avail I was lucky to get Darren Greenfield in Technical Support who sorted me out efficiently and got my internet connected at last. Unfortunately he seems to be a rare bird amongst a lot of useless incompetents. What a shame.
Reviewer
Lukasz
Location
Scunthorpe
Date
16/04/2021
Comments:
Avoid like the plague. Broadband is slow and unreliable, going on and off. Can't wait to cancel it really right now. Should give them 0 stars for that piece of ****.
Reviewer
Shane
Location
nottingham
Date
16/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Astonishingly bad customer support,,continually deny there is anything wrong with my connection,""why would they think that people would spent 30 mins of their lives getting through to customer support just to lie and pretend they have problems when they don't??""they absolutely do not want to fix this un-reliable unusable internet connection,PLEASE read the reviews and ignore this company like they don't exist,,I don't want,,""THAT'LL DO"" I want an internet connection that actually WORKS CORRECTLY avoid like the plague
Reviewer
Chris Cooke
Location
Derby
Date
16/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In every aspect they have been truly awful. incredibly unreliable, really slow to respond. after 3 months we still dont have usable broadband
Reviewer
Rob Stanley
Location
Hampshire
Date
16/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Like most other companies offering broadband services, Plusnet is a reseller of the infrastructure provided by BT. Our broadband connection has been down for 11 hours. I called Plusnet, 57 minutes it took the customer service team to answer, to simply tell me they are aware of the BT network problem and that they are waiting for BT to fix it. My issue is that it took an hour for Plusnet to answer the phone, pretty dreadful. No indication on the Plusnet website that there is a problem.
Reviewer
mcmatt
Location
UK
Date
15/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up with an installation date confirmed, that date kept on moving further and further away with new promises made and broken until I cancelled it. Customer 'services' leave much to be desired - the only interaction that was straightforward was cancelling it. If you want broadband that actually gets installed, you might want to look elsewhere.
Reviewer
Paulina Sadakowska
Location
Scotland
Date
13/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I could be sitting next to the router and the WiFi is so damn sloooow. Doesn't even load Facebook/Twitter feeds. I'll switch the WiFi off and it goes to my mobile data and it refreshes in a split second. The only thing that is keeping me with the company atm is that I can't leave... I'd rather pay more money and be able to use internet than have internet that doesn't work!
Reviewer
Helen Davidson
Location
Eaton socon
Date
10/04/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Recently signed up for broadband an for my phone line to be switched from BT. Quick and easy an any problems were sorted extremely quickly. Bt did not want me to keep my number an stopped plusnet from porting it. I was with no incoming calls for 2 days before we realised. We called plusnet to find out.
Customer service were polite an helpful and got my number back in under 24 hours would extremely recommend them.
Excellent!!!!
Reviewer
Harry
Location
Plymouth
Date
09/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ive had constant problems with my internet and not once has a call to the main hub fixed my problem for more than a month.
every time i would ring up they would run through the same thing and then blame it on the same issue then say they will fix it. but the problem will always come back.
Reviewer
jon mark
Location
cheshire
Date
09/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
You might as well be talking to your garden gate! these people have NO customer service complaints dept, you can complain to the relevant dept and they will investigate themselves!! WOW im sure this will wont be bias!!! Did you know if you have a broadband fault and they are unable to fix it, you will asked if you want to leave!! FIX IT? NOOOOO get rid of the customer and move on its much easier!! try getting a transcript of the telephone conversation! they send you a link to fill in a form, but thats lost within 23-30 other links within links!! Its despicable and shameful........"WE will do you **** or just get rid of you!!
Reviewer
Edd
Location
Nottingham
Date
09/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
On reflection, I've made some bad choices, but one of the worst has been moving broadband to Plusnet (a wholly owned subsiduary of BT). Now my previous provider albeit more expensive was providing me a service of 65-70mg download, since my move less than 12 weeks ago, my download has never gone above 55mg, with a guaranteed min of 44mg, My TV streaming apps no longer function like they used to, my gaming platforms have not functioned since my move, Ive lost count the number of issues logged with Plusnet, none have been resolved, In fustration I requested termination of services as issues with service not resolved. Plusnet advise owing to no breech of service, termination will cost £148.00. Nothings changed in my life except my broadband provider, so if your happy with your providers service, but the price has increased may I suggest you stay as moving to Plusnet definately won't enhance your satisfaction based my experiences. Good Luck, hope you found this review helpful.
Reviewer
Peter
Location
Hartlepool
Date
08/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
New customer no router no one advices you that you will be connecting to open reach box in totally wrong place no engineer even though I stayed in for 5hours and I have to pay for revisit WHAT a COMPANY what a mistake
Reviewer
Pam
Location
Tydd St Giles
Date
07/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Signed up December 2020. They took 1st month's money. Sent email telling me my live date. Sent welcome pack. Opened an account with username ect. Sorted out technical issues, and yet according to Plusnet, I don't have an account with them. I literally have no idea who has been providing me with broadband for the last 4 months.
Reviewer
Tony
Location
Brighton
Date
05/04/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Escaped from Virgin as their price went up far too much and very unreliable, it took some time to get set up with Plusnet but that was down to open reach cockup. So far I have had no problems, I'm getting average 42 mbps and the whole house has good WiFi coveridge. Customer service has been excellent. I made a good move
Reviewer
Stacey
Location
London
Date
04/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please do not waste your money by choosing Plusnet broadband. The connection is terrible! They have tried to fix our connection multiple times but seem to just make it worse each time!
Reviewer
Mickey
Location
E1
Date
02/04/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Had them for more than 2 years and never have problems, or got solved like instantly. The costumer service is the best I’ve ever experienced! Great price too
Reviewer
Laura
Location
Cornwall
Date
31/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They’re taking hundreds of pounds from me and refusing to pay it into my account. Saying I have to wait for a check to get it back, but yet I haven’t received any checks. Horrible internet and they’ve been stealing money from me for months for insane amounts that they can’t explain.
Reviewer
Laura
Location
Cornwall
Date
31/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting company. Non stop problems. Randomly keep taking money from my account and are now refusing to refund it into my account, saying I have to wait to a check. Surprise surprise, no checks have turned up.
AVOID!
Reviewer
Joseph Csernatoni
Location
London
Date
28/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The simple fact that this company is rated with more than 1 star by anyone is brilliant proof of the British sense of Humor. The service is..yeap, exactly like this. You just wait and the page will not load. They have mysterious issues with everything, except their own equipment. Just to have a rough idea of how a day looks like when you are using Plusnet:
-I wake up at 6 am
-until 8 am I'm doing exercises as for a mysterious reason the Internet it's just not working
-after 8 am I start to use it, but wait, here starts the fun: the router drops the connection with my device. when reported they advised that I should put cables. Don't worry about the router's WIFI capabilities, that's just for design.
-in the evening at 6 pm, it starts again. The internet is dropping, either the dsl, either the WIFI connection. Constantly.
Would you like to know about their customer service? Well if you would like to sort out anything with them you should have a seat and some sandwiches. You will be on the phone for a few hours and they change the settings, it will work for a few hours and it starts again.
On the same page, I would like to say that my mobile Internet provider(Three UK) has a far better service.
Don't go for Plusnet, your mobile net is better than this.
Reviewer
Jonathan P
Location
Peckham
Date
28/03/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Fibre broadband gets me speed of 10mbps, despite a minimum guaranteed speed of 22mbps. Very difficult to leave the contract with endless cycles of "investigations"... I wish they would allow me to leave the contract so I can try Virgin instead.
Reviewer
snughorne
Location
Smarden
Date
27/03/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Previously I had TalkTalk who were quite frankly......shocking. Then BT who were fine but expensive. Now PlusNet and they combine the best of BT and the price is reasonable. Billing system could do with improvement.
Reviewer
NigelM
Location
Basingstoke
Date
26/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
As others have said, it's reliable but when it breaks get ready for an hour plus wait to get through to the service desk who generally back off to OpenReach. These days, PlusNet are a typical crafty, money grabbing, rip off service provider. Watch out for those in build 4% annual price hikes. BT's influcence I have no doubt and I am taking my custom elsewhere.
Reviewer
Carl
Location
Manchester
Date
23/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have to restart the router daily as our wifi drops daily. It's getting ridiculous. Online forums all say the same thing about wifi dropping and whilst they pretend to fix it, nothing is done. Tried to call Plusnet and after 3min of robot twice it cut me off. Don't bother with them, useless company, useless internet connection.
Reviewer
Dat
Location
Didcot
Date
18/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed a new contract with Plusnet (my previous account was cancelled because it was on my late partner's name). The broadband did not go live as scheduled, I already waited for 7 business days, even though I told them that my previous account in the same address was just cancelled, I still have the router and everything ready to have the service back. They didn't contact me why the broadband didn't go live until I contacted them, and they said it would take from 3-5 business days more. I wondered if the sale person had a look on the contract he just signed with me, or if anybody cares until I contact.
I contacted them back and ford many times and It was too much hassles to I cancelled the contract.
It's now 1 month 1 day and I haven't receive the refund in my account. Extremely disappointed.
Reviewer
Chris ingham
Location
Hyde
Date
17/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Unreliable , dont help to fix the problem said they was sending a new rooter after a week said its working so we not sending even doh its still keeps cutting us off while in middle of do something important, bad quality burfing all time ,speed is rubish pay for fiber yet dont get the right speed ill be changing provider just shocking !
Reviewer
Abdul
Location
Manchester
Date
16/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This was my 2nd phone call regarding speed problems, I pay for fiber optic broadband but in the evenings I can’t even use my facebook
Reviewer
Dave
Location
Dorset
Date
16/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
We switched from Uno to Plusnet to save money, a decision we now regret.
Upload speeds are as slow as the download speeds and the TV buffers often, even though there are only two of us in the household. If you report slow speeds, Plusnet always says an engineer visit is needed, even though nothing has changed in our household wiring configuration and everything was fine with Uno.
Our advice - give Plusnet a miss.
Reviewer
Sandy
Location
Nottingham
Date
10/03/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We have been with Plusnet for over 15 years now but the level of service and support has deteriorated over that time. As long as things work you're ok but getting help is very difficult. They dropped the inclusive webspace some time ago and have now dropped the Line Rental Saver option. Much less attractive.
Reviewer
MGP
Location
Mold
Date
08/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Plusnet fora number of years and I have been having a great deal of trouble with my broadband for more than 6 months. The customer service is poor. We changed my broadband to fibre and increased the cost greatly but it seems my speed is still slow. Just after I changed to fibre broadband an engineer changed it back to standard even though I told him we had changed to fibre. I have given up with them because it has gone on for so long. this afternoon I keep losing my internet connection. I have generally had excellent service from Plusnet but I don't know what has happened but they are rubbish and have been for a while.
Reviewer
DJC
Location
Dartmouth
Date
05/03/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
I've now had Plusnet for a year having "escaped " from BT. I have nothing but praise for Plusnet, their customer service is first rate and their staff really helpful. My broadband speed is not mind blowing but is plenty good enough to record two hd tv programmes simultaneously.
Reviewer
krishan
Location
London
Date
03/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service is utterly bad!! Please don't think to sign up any contract with them.Don't fall for the cheap price.
To activate the broadband they request 10 days and they never told me about it before and give me some senseless answer. it a shame that living in a developed country and need 10 days to activate the broadband and developing countries provide same service within 24 hours. This company is shame for our country..
Reviewer
Steve
Location
UK
Date
01/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful awful awful
Awful awful awful. Nothing but slow and patchy service, tried to cancel and instead - against my better judgment - was convinced to upgrade to a supposedly ‘better’ contract which turned out to be paying more for an equally terrible service. Bad experience every time I called customer service including being laughed at for questioning a surcharge. In November I eventually managed to get them to send an engineer, only to have Plusnet send them to an address 200 miles away from my house. I have since switched to Talktalk (despite £172 Plusnet cancellation fee which I am happy to pay to be rid of them) and they have offered faultless service for less than I was paying with Plusnet. Plusnet are a vile money-sucking company who only care about profit, and could not care less about “doing you proud” (a outright lie of a slogan) or the quality of their service. Disgusting. DO NOT GO WITH PLUSNET UNDER ANY CIRCUMSTANCES.
Reviewer
Yulin H
Location
Stevenage
Date
27/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Seriously, save yourself a life-time of hassle by NOT going with Plusnet, they will waste your time and shorten life-span.
The router cuts itself off for no apparent reason, at one point even changed its own hub password which is worrying. Took 17 mins+ to get to a sales agent who in the end implied that because I haven't bought the higher spec, I'll have these issues??? Why am I spending more than I should for a bb that does not work?
Reviewer
Ian
Location
Essex
Date
27/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shockingly bad service. Switched from BT fibre to Plusnet fibre broadband. Speeds below minimum guaranteed and much slower than BT offered. Terribly poor fault response, trying to blame internal wiring - I explained the only change was Plusnet network, everything else internal and local is the same equipment as worked reliably for years with BT. Have provided multiple speed test results as requested. Still no engineer investigating the network equipment issue, and it has been nearly two weeks now.
Customer services incorrectly told me I could not switch back to BT, despite existence of 14 day switchback guarantee.
Tried to get BT Sport added and the online order was put on hold for a week. Called in and spoke to five people, each not sure who to transfer me to next, telling me to reboot my Sky box and wait etc. Eventually resolved it by raising lots of “question” tickets online, and someone sensible picked up one of the tickets and added the service in minutes, and apologised for errors of colleagues (he could see what they had done wrong).
Living in hope that one day someone sensible picks up the broadband fault and does something with that. Meanwhile I’ve requested the recording of the call where I asked to cancel within the 14 day period, and will keep fighting to get out of the contract ... whilst trying to work from home on the slow and unreliable Plusnet service.
Never ever choose this company. They had a great reputation years ago when an independent ISP. They are a completely different proposition now. Amazed they have any customers left.
Reviewer
Mayasa
Location
London
Date
26/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
not a reliable service, it is not there when you need it, specially that i have 2 children and studying online, internet keep disconnecting for hours and when you call customer service after staying online for hour and promise to send you an engineer next day and never turn up and if you try to cancel you will have to pay for the whole contract, their service is a big scam
Reviewer
Matt Beard
Location
London
Date
26/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Plusnet left my mum (who has Alzheimer's) with no phone service in the middle of the pandemic. Following notification of her moving from her home, they cut her off three weeks early. They admitted their mistake, but then took over a week to get the line reinstated, leaving her completely alone and vulnerable during lockdown. When the line was finally reinstated, we cancelled again for the new move date, they acknowledged this, but then continued to charge after the end date. They are now sending threatening and intimidating legal emails and the customer service are utterly disinterested. Appalling service, beyond words really.
Reviewer
Michael
Location
Torquay
Date
25/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Speeds FAR below minimum guaranteed, customer service is crap. 10+ hours on the phone trying to cancel over 6 phone calls, multiple “I’m just going to talk to my manager”, just to forward me to another random customer service rep.
Now throwing me debt collection letters and refusing to do anything about it. Absolute scam artists - guess I’ll see you in court.
Reviewer
Geoff
Location
Suffolk
Date
20/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ordered and paid for fibre Broadband January 12th 2021, after complaints due to be connected March 3rd. 2021 Currently with John Lewis which is Plusnet managed and delivered. Totally unacceptable and incompetent management. Avoid at all costs.
Reviewer
Phil
Location
Southport
Date
18/02/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Received bill on 10th Feb 2021 via email. Cut off 11th Feb 2021. 24hrs is the best they can do. Could not even login to pay on plus.net website, had to fiddle around on 4g on a phone.
It's the way the system "works" is the response.
Do you think people should be treated like this? Especially during covid?
Abysmal practices, I'd go elsewhere if I was you - as I will be doing as soon as this contract ends.
Reviewer
Beth
Location
London
Date
16/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking! Do NOT use Plusnet. Have been cut off twice within 2 months. The first time we didn't have internet for over 2 weeks due to a huge error on Plusnets side.
Reviewer
Bill
Location
Southport
Date
15/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I think this is the worst Firm on the planet its run by most delinqunet people I've ever spoken to. Do not use them, hope it goes into liquidation to save us all.
Reviewer
Gary Taylor
Location
Liverpool
Date
13/02/2021
Comments:
Customer service is diabolical to say the least no phone for three weeks broadband speeds of 0.45 mbps
Reviewer
Lewisyl7
Location
Oxon
Date
06/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Nothing but problems. Hours on to customer support in the two weeks we’ve had it. Utter shambles.
Reviewer
Ben
Location
Southend-on-Sea
Date
06/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst Fibre Broadband ever, Plusnet never tells you the true speed, they con you into Ultra Fast Fibre Broadband of speeds up to 79Mbps but they only deliver 20-22Mbps on WiFi and up to 40Mbps on Ethernet connection. So, unless you run cables from the router to every computer in the house or every mobile phone (impossible) you will only get 20-2Mbps max. Biggest CONNS in the market
Reviewer
Jim
Location
Newcaslte Upon Tyne
Date
05/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Last week, I logged into my PlusNet account and changed my direct debit instruction. ( changed banks as I had closed one of my accounts )
A few days later, I received an email stating that they had been unable to collect my direct debit payment. In my opinion, this was due to the fact that they had failed to act on my new updated direct debit mandate and tried to collect the payment from my old ( now closed ) bank account?
Following receipt of the email I immediately phoned and explained what had happened as I was very concerned about missing my payment. During that call, I offered to pay the outstanding amount, but was told that this was not possible at that time and I should wait for a second email to arrive before trying to pay? That same evening, I noticed a serious restriction on my broadband services. I could not even connect to the PlusNet web site? I telephoned again and after paying the outstanding amount I was informed that it would take a further hour before my service would be restored!!
I expressed severe unhappiness at this time delay as I wished to stream a live football match and would miss most ( if not all ) of this match, before my service would be restored.
When I asked to speak to a manager, the representative I was speaking with simply hung up on me!!
All of the above was totally unacceptable behaviour on the part of PlusNet!
I have been a PlusNet customer for many years now and generally found them to be an excellent service provider. However, this recent incident leads me to believe that there has been a massive reduction in their customer care policies.
If they are going to restrict a customer’s service, then at least contact them in advance of doing so, to give them the opportunity to pay. ( I had already offered to pay in the morning)
They need to improve their systems so they are aware when a customer changes bank /direct debit details.
They need to improve the time it takes to restore a customer’s services after they have restricted them—1 hour is far too long. ( I bet it didn’t take an hour to implement the restrictions )They need to train customer service representatives ,so that they are aware that it’s not good practice to hang up on an angry customer! ( I was angry and asked to speak to a manager, but at no time was I offensive or rude)
Note that they sent me an email with a link to enable me to pay the outstanding amount. However, by then they had already restricetd my broadband service, ensuring that I could not even follow the link, so I had to telephone them again in order to make the payment that I had already offered to pay them that morning!
TOTALLY DREADFUL SERVICE!!!
Reviewer
Catherine Quinn
Location
Worcestershire
Date
05/02/2021
Comments:
It makes me laugh when I see adverts for Plus Net. They pay so much for advertising yet treat their customers with contempt. Perhaps they do not pay enough to have quality staff in customer service or maybe they are just out to grab money from anywhere. I had to pay a fee for leaving. I left because my broadband simply did not work. Avoid them at all cost
Reviewer
Alex
Location
Isle of Lewis
Date
04/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Can't actually speak for the internet quality, but I moved house on 12/01/2021 and we were guaranteed the internet to be installed and working by that week. I can work with a weeks delay, even 2 weeks at a stretch but it's now 04/02/2021 and we've only just had it installed completely.
Maybe it's OpenReach that's the problem, which is understandable due to the virus. But the support Plusnet has provided has been dreadful and completely uninformative. They keep you in the dark about everything, and just say "there's a problem" with certain things and that it'll take a week to fix. Week goes by, no fix and no idea what the hell is going on with the internet connection.
What's more is they charged a £80 setup fee. Great, a setup fee to have my internet installed a month late and provide me with a loss of earnings from work. Thanks Plusnet, you really did me proud.
Reviewer
K Adams
Location
UK
Date
03/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst ISP ever. Terrible customer service who can’t do their job properly. Routers that keep losing connection or you don’t get. Still waiting for £70 reward when joined so lied and cheated me out of that. Engineers not turning up because they didn’t even bother to arrange. Was told to leave contract early and pay early release fee. I paid fee, they didn’t bother to take money and passed it to 3rd party debt collectors with an added £41 fee for their own incompetence. NEVER AGAIN! AVOID AVOID!!!
Reviewer
Andrzej
Location
Farnborough
Date
01/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have Plastnet contract last year ends of 4th of January, middle of December I decided do not renew my contract, next day Plustnet send me email about good deal if I renew my contract,I did call them and I was happy with the offer and I sign in new contract,it was told me that from 4th of January I have to do nothing my broadband connection will stay the same and I my new contact is going . Week after Plastnet send me a letter"sorry you living" I was surprised, and I did call them and explain , so I have sing in new contract whay you send me the letter. They sent me for two more department because couldn't find my contract, finally got the contract and told me everything is going well.4th of January my broadband was switched off, I was angry what happened, again I called Plustnet and I said haven't got connection, they said I haven't got any contact,no any evidence about my contract, if I want stay with Plustnet I have to sign in new contract . I head enough and I asked again so I haven't got any contact with you, lady said no, so I said thank you for your services. Two weeks after I receive an email I have to pay£150 cancellation fee,I called them again and explain everything again..My case is still going . Plastnet is worsted broadband company with I have. DO NOT RECOMMEND AVOID PLASTNET !!!
Reviewer
Jean Tickner
Location
Whitstable
Date
01/02/2021
Ratings
Satisfaction
1.00 stars
Comments:
AVOID THESE FRAUDSTERS AT ALL COSTS!!!. I have had a year from hell with this company. No sufficient broad band forthat time. Ended contract with them, paid double the monthly agreed rate by debit card. WHAT A MISTAKE...now they are taking money from my debit card (now they have those details. The ombudsman said i had a very good case againt Plusnet but i couldnt persue it...BECAUSE I HAD NO INTERNET!. On numerous occasions i have spent hours waiting to speak to customer services, who all seem to have attitude problems and never log your requests. HOW ON EARTH ARE THESE PEOPLE ALLOWED TO CARRY ON TRADING.?.Surely they are breaking the law !
Reviewer
Claire Riley
Location
Knaresborough
Date
29/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have joined them on a 12 month broadband package but want to cancel in the cooling off period as just found that my street is bein dug up to install fibre. They said that they would charge me to move from standard telephone contract to a fiber one with them (that's if they do it if the right fiber is being installed, it may not be one they can use and they couldnt advise) so I thought best to cancel and move to fiber connection when this is available. You have to call them to cancel, 45 mins on hold and still not got through to them to cancel. Have been on on-line chat, which someone answered promptly but apparently they dont have the facility to access your account or cancel your contract. Stay away, havent even got the broadband service yet what service I have received is non-existent.
Reviewer
Larry
Location
Guildford
Date
29/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
it's not possible to give this company a zero - but they deserve less than that. Speed...atrocious. reliability... even worse. You're better off using your phone as a hotspot. Most days i get download speeds of 2 mbps (for past week it's been 0.5 mbps) but on my phone its 8 and sometimes 11 mbps. And that means your phone can be up to 20 times faster than plus net. If you plan to use this company for work - forget it
Reviewer
Yusuf
Location
Derby
Date
27/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Extremely slow broadband, well below their guaranteed minimum speeds. Do you like streaming HD content? Do not get Plusnet. When we raised a complaint with them, they provided us with some extremely details tests to carry out throughout the whole day which are very inconvenient and I think they're designed so you don't do them. Working from home has been a nightmare with Plusnet and I cannot wait til our contract finishes so we can move.
Reviewer
Sirdv Sarayia
Location
London
Date
27/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company Stay clear, poor broadband ,worse service, rude staff, not easy to get hold of any service. collecting cash without giving service.
Reviewer
vss
Location
high wycombe
Date
27/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I took out a broadband account with the promotion (£60 cashback), when i didnt receive this money i chased plusnet several times, only to be told i didnt apply for this promotion, and there was nothing that can be done. what an absolute con
Reviewer
Victor fowler
Location
Newport Shropshire
Date
25/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Cannot get in touch with providers speed that slow cannot watch my music on YouTube
Losing connection every night
Absolutely the worst provider I have ever been with
Reviewer
FumingPlusnetCustomer
Location
Cornwall
Date
22/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service lately, many disconnections daily.
"to avoid restrictions please pay within 14 days" Yet they restrict you immediately. This is straight out lying. Don't say 14 days if you restrict immediately. No websites work "refused connection plusnet billing"
Don't lie.
Reviewer
Susan Whitehouse
Location
Potters Bar
Date
16/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Echoing other customers here in saying Plusnet used to be good but they are awful now. Internet up and down all the time. Customer service terrible. Booked engineer never showed up, no apology. We are leaving.
Reviewer
D Beattie
Location
Milton Keynes
Date
15/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Oldest BT generation router and my broadband has continually fallen below the stated speed, with service dropping out. My contracted period ends this month (Jan 21), so I notified Plusnet and started to move to the Vodaphone Gigafast service. My Plusnet contract was for £27.99 per month, however despite cancelling they have now advised I will need to pay a figure of £41.59 as I am outside the discount period. This is insult to injury and they refuse to simply charge the £27.99. I stayed for the term of the contract, despite terrible service and then to have a higher fee to pay at the end is disgraceful and profiteering.
Reviewer
Shtelyan
Location
London
Date
13/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the most unfair company I have ever met in the UK. I rented an apartment and inherited a contract with this company. I paid the fees and when the contract expired I made a new one in my name. These people made me pay for everything from the beginning, they even made me buy a new router from them, since I already had the same one from the previous contract ?? In addition, when the last month for payment between the two contracts came up, they first took money from me for the month under the old contract, and then I paid the fee under the new one. On top of that, I didn't have internet for 3 days ?? One day I decided to give up because I was not happy. I complained, said I wanted the contract terminated, paid their cancellation fees, and then I got another bill to pay, and I had already paid. This is a terrible company with a terrible internet and terrible employees. These are very unfair people.
Reviewer
J Clinton
Location
Lincolnshire
Date
13/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This big company is all about money and NOT about the customer. I have been a customer for nearly a decade but recently sold my house and moved up the road about 80 miles (ironically on the doorstep of Yorkshire now). When I checked online it appeared that Plusnet do not provide service at my new location but oddly their parent company, BT, does. So I went with BT. Then got a bill from Plusnet for £64.52 for Early Termination Charge. I was willing to stay with Plusnet - BUT it was them that abandoned me as a customer and could no longer provide service. I went to their ironically named Customer Care team. I explained I was a long-standing customer and this was out of my control. He said he would escalate my complaint and I would hear back in 3-5 working days. Perhaps he meant 35 working days?! At any rate, nothing heard and the charges came out of my account. Do not believe their ads! They are not a homespun Yorkshire business - they are as cynical and money-grubbing as any major corporation. I will NEVER go with Plusnet again! Terrible, unresponsive service and wicked hidden charges. Shameful!
UPDATE: I spoke with customer service rep after raising the issue AGAIN which was never addressed previously. He contacted me and sent me a notice saying upon investigation I would be refunded the amount I was charged for cancellation. HOWEVER this morning after even further investigation there was not enough proof that I as the customer had done everything within my power to remain with Plusnet. The responsibility is entirely on me to do everything and Plusnet doesn't even have to answer the phone or reply to my queries! This is not a company which values the customer at all. When I pointed out to Hopewell that I had been with Plusnet for nearly ten years, he said that really has no bearing on anything. That sums up how Plusnet regards its customers. World-beating BAD customer service.
Reviewer
Cédric de Saint Pierre
Location
West Cornwall
Date
11/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No active broadband since early December.
Service on and off.
Appalling customer service.
Manager call back never happens.
Waste of BT engineer’s work time.
Cannot wait to leave this useless company
AVOID
Reviewer
Sajid Javed
Location
Date
07/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish slow and now I lost my number and it happened when I bought a sim for someone else and it deleted my number
Reviewer
Clive
Location
UK
Date
07/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I switched over to plusnet from talktalk today. Unfortunately plusnet only posted the router yesterday by royal mail which means I now have no broadband for a few days so I had to buy another vdsl router which might arrive tomorrow - I would probably have had to do this anyway because the plusnet hub one is rubbish . They do pick up the phone and they are UK based support but they aren't particularly helpful and their on call music is dreadful. I am looking forward to leaving them already.
Reviewer
John Sheehan
Location
Isleworth
Date
05/01/2021
Comments:
A total waste of time. Months to fit a service that does not work. They do not listen, do not understand and ignore everything you say without answering at all, even after weeks.
Don't bother even getting a quote, they want monet upfront for a service they fail to supply. Complete and utter rubbish both the service and the staff !
Reviewer
michelle
Location
worcestershire
Date
03/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was with Plusnet for many years, but there has been a real decline in both broadband reliability and customer service. The final straw came when they removed my landline and broadband in the wrong week prior to a house move and were unable to reinstate services for over two weeks. As I work as a keyworker from home, I was unable to manage without wifi. It took hours and hours of phonecalls and emails for staff to understand what the issue was; call staff were largely unhelpful and at times rude. In the end I escalated a complaint and left the service totally. I now have a portable wifi solution which is much more reliable, I would never return to Plusnet.
Reviewer
Thomas
Location
London
Date
03/01/2021
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Great Service, whats not to like but the price...They favour new customers so I am forced to leave.
Reviewer
Ash
Location
Stalybridge
Date
02/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I've been with this company for several years. However about 2019 onwards the customer service and reliability has really been awful.
a) Erratic billing and unable to contact them to clear it up.
b) Broadband constantly up and down ever since I switched to their fibre service
I would avoid Plusnet. I'm hoping to leave as soon as the contract finishes.
Reviewer
PBentley
Location
LIVERPOOL
Date
29/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful customer service. Unreliable service. Beware. They will tell lies to cover their own backs.
Openreach equally as bad.
Stay well clear of this joke of a company.
Reviewer
MRS S L CALLIS
Location
Colchester
Date
28/12/2020
Comments:
I have found plus net really difficult to deal with I didn’t get the voucher that they promised because they just didn’t answer the phone after three days of trying when I did get through to them they told me the time had run out I have since July had to phone them nine times they eventually sent an engineer to rectify their problem and today the broadband just keeps dropping out and it keeps asking me to put my password back in
Reviewer
1234
Location
Norwich
Date
27/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have honestly never come across such horrific and unprofessional customer service in my life. I moved house and was told that my connection would be ready on the 7th December, it's the 27th now and still no closer. Rang and got told they would refund my account £15. £15!! For almost a month with no connection and paying extra to get wifi here! Passed from department to department with no care at all.
Worst part: tried to cancel my contract to be argued with by the woman because I still had connection at my old property until 7 days ago - I haven't lived there since the start of the month!! Now they think there gonna get a £130 cancellation fee, I'm thinking they won't be getting a single penny out of me.
Avoid at all costs, not one company ranging from BT to Vodafode and even Talk talk are this incompetent.
Reviewer
One unhappy customer
Location
Cornwall
Date
26/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a joke!! The second time in a month we have no wifi or phone line!! Rang on Monday “yeah I’ve booked the engineer will text through the confirmation” ...NOTHING!! Rang Tuesday morning “oh no sorry he’s cleared the fault so it hasn’t booked it but it will be done by 00:00 23/12/2020” ... nothing!! Rang again on Thursday and spoke to Alex - who clearly couldn’t care less as he’s sat with his own wifi and so why would he think as a customer service rep he needed to care... Alex told me that nothing would be done now until next Wednesday ... at the earliest!! And that they would probably book an engineer from there if they couldn’t fix it externally ... explained that we have no phone signal and that it is vital to have a phone and wifi due to being a key worker ...”oh well there isn’t anything that can be done” so basically again Alex you couldn’t care less!! Cannot wait to have an active wifi connection as the first thing I will do is leave plusnet! They are an absolute joke and this time they have outdone themselves !! Merry Christmas Plus net - especially Alex the super selfish!!
Reviewer
Joy G Thomson
Location
Maybole
Date
25/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have just joined Plusnet and tied into a contract Broadband is horrendous, cuts out all the time can't listen to music, so slow and much as the Customer Service team try and help they eventually say I'm tied into a contract and there's nothing can be done. They even advised me to buy a new router saying the router isn't great after many rows with the team they even supplied and covered the cost of a TP ROUTER from Argos saying this would help my service!!!! Can't believe they would even admit to this. Sorry could go on and on so angry that after moving from E E I find that Plusnet are so bad.
SO if anybody out there is thinking about moving to Plusnet DONT.
All the promises they make is Rubbish
Reviewer
Jill
Location
Kenilworth
Date
24/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Apalling service! I signed up three weeks ago and they didn't even post my router until the day after my contract was due to start! No internet and, with Christmas in between, no prospect of receiving the router for several days! So no idea yet how good speeds are or how reliable the broadband is. No compensation is sufficient for this appalling service!
Reviewer
Ian c
Location
Kent
Date
23/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ring Plusnet for fibre broadband paid on my card for first payment and set up a direct debit told 10/15 days for connection no router sent rang them they then sent router. 2 weeks later still no connection rang them again they said no order for internet connection had been made they said they would order straight away, 2 weeks go by no internet rang again no internet connection had been ordered so cancelled device. So as a pensioner living alone no internet connection no zoom so alone no contact with the outside world a totally useless company
Reviewer
Asani
Location
England
Date
23/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Alex
Location
Bedford UK
Date
21/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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!
Reviewer
Peter
Location
Glos
Date
19/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slow broadband. Youview unabke to access standard Freeview HD channels. Very difficult to get customer and technical support. Left waiting on phone for nearly an hour.
Reviewer
Perry Roberts
Location
Manchester
Date
18/12/2020
Comments:
Really sorry I signed up with Plusnet. Ordered on 2 December, was told id be connected in 8/10 days, router arrived today, wouldn't work, nobody answering phones, live chat txt closed until early afternoon, txt with a guy for an hour, had me unscrew protective plate off phone socket, try in there, still not working, said he would send engineer on Monday,if its my fault,£65 charge I asked to cancel contract, too late ! 14 days are up ! I'm so not happy with this company, that's before I've even tried to download anything. Do yourself a favour and avoid at all costs ! They are rubbish, and you can't get hold of customer service
Reviewer
JM
Location
manchester
Date
17/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Could not organise the proverbial in a brewery.Planned to move from BT after years of so-so service, chose Plusnet on a mix of price and good reputation. Back with BT within 3 days. Plusnet allocated start date for the service earlier than specifically requested and could not be contacted to correct the error. After a full day of 'please call back tomorrow' and 1 hour on hold I spoke to an advisor who corrected the error but did not send the confirmatory text/email as requested. If this was an indicator of the service I would receive, decided to walk away at that point. Cancelled direct debit immediately but after waiting 2 weeks for refund of the initial credit card payment I was advised it could only be made by cheque which I could expect to receive 'within 21 days'. Great stuff, the nearest branch of my bank is around 20 miles away. DO NOT TOUCH THIS COMPANY WITH A BARGEPOLE!!
Reviewer
Miravzal
Location
London
Date
17/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Never again with Plusnet, very rude, unprofessional customer service. Opened up a ticket for ongoing issue, nobody even tried to contact me or fix the issue and all of a sudden they decided to close the ticket didn’t even bother to inform me. So don’t trust that if your problem is not sorted in 30 days you can leave for free crap at all. 0 for customer service.
Reviewer
Fred Foster
Location
Worksop Notts
Date
15/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Beenon the phone over an hour. Passed to different departments . Final call nobody answers. Trying to connect smart tv to internet not happy.
Reviewer
Anthony
Location
Bury
Date
14/12/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
martyn s
Location
bristol
Date
14/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
We forgot to renew our contract and were put on a much higher tariff. thats OK I suppose. when I called customer service to renew they said the original offer was no longer available and offered a more expensive deal. I questioned this and was put on hold for so long that I hung up and looked for other deals. The Plusnet customer service rep then emailed to say he was wriitng the new contract. I called back to tell him that we had signed to Vodafone and I was told the new contract was already written, I was then put on hold again, for a very very long time before the rep agreed we could terminate the (non existant) agreement. We then received an email asking us to re consider and offering a much better deal than the original offer. when I looked at the (very) small print it said Plusnet would charge £404.75 for early termination of a contract that didnt exist. This was eventually waived when I called to complain. Not the way to do business. If Id not read the smallprint we would have been charged a lot of money. Dont let that nice bloke on the telly fool you, when he says 'we'll do you proud'- they wont. Never again.
Reviewer
Roy Blasket
Location
Norfolk
Date
14/12/2020
Comments:
Ignore adverts praising customer service, there is none. I ordered a package and after hearing nothing for over two weeks, phoned to ask what was happening. In a queue for 45minutes to speak to agent. They had not processed order, despite having sent email of welcome, taking payment and setting up direct debit. Two days later received advice that switchover would be 23rd December. I phoned to change this but told a change not possible due to Plusnet making a mistake. This was after a wait of 40minutes to be put through to an agent. Further calls, messages and conversations all underlined the fact that device with Plusnet was total rubbish and to be avoided at all costs.
Reviewer
Hudsville
Location
Daventry area
Date
12/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with Plusnet not long after they started.
Until we moved house again, 2 years ago, always championed them to friends and family.
NOT NOW!
Slow speeds at new home giving far below paid for speeds and reliability. Neighbours don't have same issues.
Been on the phone to tech support for many hours over the last year or more. They blame openreach, who then do checks and say it's all ok. Eventually openreach engineer booked to come to house - I suggest to have a new router sent ready and waiting for him. He comes into house and shows his machine can achieve good speeds - I can't! Router wasn't sent. so speak to Plusnet again. They blame openreach again. I suggest maybe router is at fault. eventually it arrives. I change router. now get speeds we should. Will be changing to gigaclear as soon as they finish laying the cable down our road. Whatever it costs! Plusnet have dramatically dropped in standard of support service. As providers are only as good as their support, I advocate avoiding Plusnet at all costs. If you have a problem, you may well have similar expereince to us.
Reviewer
Elle Golds
Location
EDINBURGH
Date
12/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Everything was fine until early 2020. Speeds dropped off, it dropped out.
Customer service a nightmare, after many calls and 4 people to explain to on one call, on hold got ages while they spoke to someone else...
Don't choose this provider...Rubbish on all levels
Reviewer
Annette
Location
wf11
Date
09/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worst wifi ever, i live in a small 1 bed,1room ,1 kitchen and a bathroom,you would think in such a small property the wifi would be excellent, plus nets answer was go to fibre at a higher cost, this i did and was provided with a new (different style) router, omg the wifi is even worse, i have had to buy 2 cables to connect my 2 tv's directly to the router, can't wait till my contract ends so i can go with a better (hopefully) company.
Reviewer
Dean Bird
Location
Halesowen
Date
08/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute waste of time I would not recommend them at all.
Reviewer
Susan Simpkins
Location
Swindon
Date
07/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have just cancelled my PlusNet account due to the thoroughly awful time I have had trying to get my service restarted after moving to a different room in the same building. Three phone calls of well over 90 minutes , talking to a dozen different people and being told time and time again how 'sorry' they are and that they will 'look in to it', I have finally had enough. I strongly advise anyone planning to go to PlusNet to think again.
Yes, they may be low priced but their customer service is shocking. One person on the phone transfers your call to the next department without telling that department why you are on the phone and so you have to begin the process again.
I don't know where they got their award for Customer service, but to me it is a joke.
Reviewer
Jacci
Location
Liverpool
Date
07/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As always have to give star to do review!! This third day no internet now being told will be at least another three days. Staff have always been helpful in past but sadly 50% spoken with have been down right rude and unhelpful. Plusnet really need to monitor their staff as sadly I feel with some I have spoken with an inconvenience to them watching Jeremy vine. I am seriously considering changing supplier. Bad service Plusnet
Reviewer
B
Location
Banbury
Date
05/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT WASTE YOUR TIME OR MONEY ON THIS COMPANY. I had to contact them to get my router delivered as it was getting closer to my go live date. Then on the go live date, nothing went live. I rang Plusnet the next day to be told there was an issue on my account and that only a phoneline had been recorded on the account, not broadband too. So why when i called to ask where my router was did someone not notice that then?! I was then told i would have to wait 10 days so the line to could be made live. my old provider had already cancelled my service, so i was without internet for 10 days. 10 days later, and the line still hasnt gone live. i call Plusnet again, only to be told its is a technical issue and i would be transferred to the technical team. As i was transferred, i was hung up on, and as it was after 8pm i could not call back. i called back the next morning only to be transferred between four different departments, with every single person lying to me, telling me different things, and finally telling me my account was broken and i needed to make a new one - which again was a lie because once i made a new account they essentially set up a new broadband request for me for a new 'product' which i had not requested. i was then told the line would go live in 24 to 48hrs and asked to speak to a manager who then told me this wasnt possible and it would take another 10 days. I have spent far too much of my own time having to try and sort this, when it is Plusnets mistake. DO NOT WASTE YOUR TIME OR MONEY ON THIS COMPANY!!!
Reviewer
John
Location
SE London
Date
05/12/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
All of the available broadband provders have awful reviews saying the worst, yes everyone! so comparing reviews when looking to change is meaningless. Happy broad band customers get on with their lives so it seems.
Been with Pnet for 17 months and nothing has gone wrong and the speed is stable at 35mbs. Just looking for a new deal as the price will go up. Fat lot of use looking for reviews on providers though.
Reviewer
Adam
Location
Wirral
Date
03/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Literally, can not wait to take this router and smash it. The worst Internet provider ever
Reviewer
Ian Trippier
Location
Ramsbottom
Date
03/12/2020
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Any more than 2 mobile phones in the house causes a delay whilst online, when i try to complain i just get told to unplug and switch off and on again basically. its either self help or no help? DIY troubleshooting.... nobody wants to know?
Reviewer
Paul Heslop
Location
Kearsley
Date
01/12/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Patience of a saint!
Having swapped over to PlusNet, I missed the delivery of my router (I had to leave the country at short notice) and when I returned back to the UK, phoned to see if I could use my old router until PlusNet could re-deliver one. The call-handler was amazing. I somehow manged to cut her off (I dropped the landline phone on the floor) and feared that I would need to join the covid-queue again but she rang me promptly back. ‘Let’s try this then’ and, ‘No problem, could you do this on the router and read me out the numbers….’ She was incredibly calm, knowledgeable and determined to try and get my internet up and running for me and spent over 30 minutes with me until my wireless internet was working. I was incredibly grateful and near the near the end of the conversation asked if she would re-send the PlusNet router again…. ‘I’ve already done that, it should be with you shortly’; it arrived the next working day. What I really liked about PlusNet was that the call-handler took ownership of my problem and dealt with it, instead of passing me onto other ‘technical sections’.
Reviewer
Stacey
Location
London
Date
26/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give 0 stars I would! I have found them to be no help at all and their internet does not work. We recently had an engineer sent to our house to fix the internet and he made it even worse! They know their is a problem and never seem to be able to solve it just pass it onto another person! I have rang up so many times I have lost count and they tell you to do the same things to check where the issue is and none of these seem to help! Do not waste your money! They also keep trying to sell us fibre internet which is funny because they cannot even get their standard internet package to work so have no idea how they can get fibre internet to work!!
Reviewer
Chris Whomersley
Location
Rotherham
Date
26/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Without doubt the worst broadband experience I have had in twenty years. They messed up the takeover of the line, sent an engineer out when one was not required and from the start of the contract I have spent more time either resetting the router, using my phone on 4G or watching web pages load like the old dial up connection. Despite having called to complain about the set up four times (and being kept on hold for 45minutes the first time) Plusnet have failed miserably to resolve the issue. I have tried changing the channels numerous times to no avail, and during the last telephone call, a 'supervisor' told me I would have to wait 72hrs for someone from customer complaints to call me back. I was with Plusnet a few years ago before BT took them over and they were brilliant, but BT seem to be running them in to the ground and using them as a poor relation. The router is ancient, ugly and useless.
DO NOT GIVE THIS COMPANY YOUR MONEY, YOU WILL REGRET IT.
Reviewer
mr c smith
Location
STOCKPORT
Date
26/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
waiting over two weeeks for router to arrive as yet not here, told by plusnet courier problems but they cant help, merely say we will send another no point cos they not being delivered.
CEO get your act together No1 for customer service your havin a laugh..
Reviewer
L
Location
London
Date
26/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AT ALL COSTS, unless you want to be left with no internet or landline without notice.
After years of being PlusNet customers, we received a text message on 3 November 2020 saying "we're sorry you're leaving plusnet", with effect from 23 November 2020. We never cancelled our account so called immediately and requested to void that cancellation. Three agents later, all three confirmed the cancellation had been voided.
Fast forward to 23 November, date that the cancellation had been set to, we wake up to no internet and no landline. Called PlusNet, who very proudly announced that the account cancellation had been processed as expected!
4 days in, tens of hours on the phone to tens of call centre staff, our account has still not been reinstated, still no landline, still no internet, and the customer service and provisioning teams are washing their hands off the case.
The account holder is vulnerable due to ill health, which we informed PlusNet when registering the account, and is awaiting extremely important medical calls this week, which they're missing out on due to the lack of landline! We can't afford not to have a landline and to keep the same number, and frankly did not need all this stress.
It's beyond me how PlusNet can just cancel someone's account without the account holder requesting it (and with all bills paid on time), and leave a vulnerable customer with no ways to communicate with the outside world or their medical teams (especially in covid times!) and find this ok.
There are laws in this country for how you treat customers, and I'm pretty sure this fails on multiple accounts.
Reviewer
Ben Watkins
Location
South West
Date
26/11/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I really cannot emphasise enough how incompetent Plusnet's customer support is. The actual broadband service is pretty good. It's fast and generally stable (except for when there are faults on the Openreach network of course). The problems all happen when you have cause to contact their customer support. They have failed on everything I have asked them to do. They failed on a house move and I was without internet for a week. They failed to raise a line fault to Openreach twice - the first time I was without internet for six days, the second time I was without internet for 8 days and slow internet for a further 9 days. And instead of apologising and giving you your money back they will ignore you. If you have the energy to argue about it you MIGHT get them to acknowledge it is their fault and give you a pro-rated refund of their fees (NOT BT line rental) but the amount is an insult - about £5 a week.
The low prices are tempting and it is good value IF you never have a fault, never have to move house, never have a billing problem etc. But it's too big a risk to take. I strongly advise you to go with one of the broadband providers in the automatic compensation scheme (see Ofcom website). Their customer support is generally much faster and more professional because if they don't sort these problems out they lose money.
Reviewer
hassan
Location
London
Date
26/11/2020
Comments:
NOT TO BE TRUSTED & WORST provider.
misled when signed up to contract by sending email later increasing price from what i had initially signed for on line.
Download speed:
on my contract i was promised:
Download: 71 - 72Mb
Upload: 17 - 18Mb
Minimum Guaranteed Speed: 67.3Mb
i have tested my broadband numerously and it's only:
Download: 21-24Mb
Upload: 7-8Mb
when i complained to them, i had awful experience form customer services.
I am preparing my case to ofcom.
Reviewer
Steelman99
Location
Brigg
Date
26/11/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Have been with plusnet for many years and up to the last year its been great. I went on their FTTP trial and was getting 80MBPS. But in July 2019 everything went wrong - their billing system failed , and I couldn't change anything on my account - on the plus side they stopped billing me , and haven't done for over a year
Rang up to change something on my account as couldn't do it online , and was told changes could only be made if they closed my old account and opened a new one , but I would have to give up my FTTP and go back to FTTC (speed reduction from 80MBPS to 3 MBPS)
they have now had a year to try and fix , and it just seems beyond them sol leaving and moving to BT
Reviewer
Stacey
Location
London
Date
24/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with Plusnet for a couple of months and started having problems so rang them. They are no help on the phone but they arranged an engineer. The engineer came to fix the problem and made it worse! Been running speed checks and the download and upload speed is both below 1! Terrible service and everything takes forever to fix!!
Reviewer
Amelia
Location
Devon
Date
24/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would not use this company they are just after your money no loyalty for having been a good customer for over five years ... Due to coved I had to cancel and they try and take 200 pax of me not taking account my situation and my customer record.... They don't care about anything but money
Reviewer
roger lloyd
Location
wakefield
Date
23/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
A yorkshire company ripping yorkshire people off. I am a pensioner who was taking in by this company twice. They promised me i would not pay more than £23.00 per month. My last bill was £75.00. Dont go with them. Robbers.
Reviewer
Ted
Location
Date
20/11/2020
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a Plusnet customer for many years. I was quite happy, until September 2020, when I was invited to upgrade for less money for an 18 month contract. I have had continuous drop-outs and very low speeds for much of the last 2 months (Sep - Nov 2020). Very disappointing - I canNOT recommend Plusnet anymore.
Reviewer
No internet
Location
Date
18/11/2020
Comments:
Do not use this company!!
I ordered broadband with plusnet at the start of October with the plan of having the account setup and engineer booked for the start of November, when I was planning to move house. I was told by Plusnet that this would give plenty of time to get an engineer and they would book one for the day we moved in. Myself and my partner both work from home at the moment so Internet is essential for us. It gets to a week before the end of October and I call Plusnet to confirm an engineer was booked and they assured that I would get confirmation by email. No email arrives so I call again only to be told that no engineer had been booked by Plusnet and they would do it in this call, this in now 3 weeks behind when I originally ordered my broadband and this means an engineer can't be booked for 2 weeks into November and 2 weeks after we were meant to move. Due to this we haven't been able to move house and have been staying with family instead so that we can work.
I then get an email saying Plusnet have delayed our broadband appointment because they forgot to book a survey even though I told them at the very start that a line needs to be connected. Finally I am told our service will be expedited and that we will have an engineer on the 23rd. Two days later I get an email saying the date has changed again and that the service is further delayed. I am still without Internet and the ability to work due to the constant mistakes this company make.
No point during this process have they called me to explain what has happened and instead I have had to chase them for updates. There is absolutely no customer service offered by this company. As soon as my line is finally connected I will be moving providers. Don't waste your time with them!
Reviewer
Pablo
Location
London
Date
16/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 1 month, I’m so happy of ending my contract with Plusnet. I’ve been never exposed to such a friendly incompetence.
October 10 I received an email stating that my landline was being taking over
October 13 I called Plusnet to tell them that was not my decision; that was someone else that was trying to take the landline.
October 20 and 21 I tried to reach them by Twitter because I was having problems with my internet speed. Plusnet did not answer
October 25 I lost my internet connection
October 26 I called Plusnet, and they told me they made a mistake and they never stopped the process of taking over the working line, basically I lost it. Plusnet told me that the way to solve it was to open a new account and close the previous one. Plusnet told me that they will fix the problem between 4 to 5 days. Supposedly I would l be reached by Plusnet team to discuss compensation. I did not receive a call nor my service back.
November the 4. After not receiving any answer from Plusnet, I called. Plusnet told me that the order was never processed. So nothing happened during those 10 days. Supposedly, I would receive the service back on the 20th of November and I would be compensated.
November the 12th. I received an email indicating that there was a problem with my order. No waay!
November the 13th.Email: My current service provider denied the request to take over the working line. But Plusnet was my service provider!!
Sunday 15 of November: Plusnet informed me they were taking the payment for an account that Plusnet closed 20 days ago.
Monday 16 of November: After a month, I’m glad to say that we ended the contract. They could not solve the problem. On 26 they told me that Plusnet will compensate me for the additional expenses but now they told me that something like that doesn’t exist.
I've been never so happy to end a contract in all my life.
Reviewer
anne notman
Location
Peebles
Date
16/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Can i just say ive never had a worst broadband service ,slow to load , not good in other rooms tv, slow to load, none of my other providers have been as rubbish as this , will never use PLUSNET again wish id never changed
Reviewer
Jayne
Location
Forfar
Date
15/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet are a joke start to finish .I was being charged £30 a month for phone and broadband .The intermittent service and slow speed are a joke and bloody frustrating. I have had no router update offer either .Very frustrating while watching a movie on Netflix when it kept dipping also a waste of money I was paying for my Netflix as wasn't getting proper use of service .If I could I would give them a zero in all ratings .No connection or very slow if my partner and I or any visitors are online on our mobiles there is no signal at all This went on for months and months and when I called customer service I was offered £10 compensation but have decided instead to move on and refuse to pay my final bill .Bye bye Plusnet sort your service out .Go elsewhere people or you will regret it
Reviewer
Pucci
Location
Manchester
Date
11/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Worst start ever to a broadband package. Fed up with TalkTalk & didn't want any TV package so decided to give this a go instead of sky bt etc. Was assured would have no break in coverage but as well as being told I would change over on 6th Nov it then ended up being the 10th I was left a whole day with no broadband, really unhappy as had asked about this in advance of signing up. When I rang Customer Support the girl I spoke to after a very lengthy wait was rude and patronising and highly defensive about the fact my service wasn't active, she then said she'd transfer me to speak to someone about it and I was put back into another queue, I just hung up! It finally went on at 19:30, a whole day of work lost. The installation was a nightmare, router kept going off, took ages to reset passwords, change wireless name etc, laptop & printer connected but all mobile devices wouldn't work then had to reset router more than once and do everything all over again. I tried twice to call CS and was just in an endless queue, I tried a separate number that I found for Technical Help and it had the very same menu so I think I just lost my spot in the first queue just to rejoin the same thing on another number. Finally got everything sorted without help from PN, broadband was slow at first but now seems to be stable. Hub info online has removed all the device names I set so have to redo them all again for the third time. Really not impressed but hopefully the service will be stable from hereon and I won't need to call them again any time soon.
Reviewer
Mark
Location
Sherborne
Date
11/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service, I’m lucky if I get 0.7 mbps on a regular basis after being promised a minimum of 2 mbps. Very, very sporadic broadband speeds which leads to frustrations daily.
If you want a cheap experience this is the company. I will be switching very soon.
Reviewer
Hayley
Location
East Sussex
Date
09/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service. They have failed to communicate and failed with my switch. I am without my broadband service. It took 13 calls to get through to them on the phone, transferred 3 times giving my details repeatedly before they blamed my old supplier for the issue. They have given me no timescale despite me needing the connection to work from home. They have given me no apology. I spoke to my old supplier who say it is not their issue. Then again to Plusnet- this time I was dismissed - he told what I said wasn’t true despite it being what his colleague had told me earlier in the day (with a whole heap of patronising thrown in) I have been messed about by Plusnet. They had not even sent out a router. If you choose them be very careful.
Reviewer
Emile
Location
Newcastle upon Tyne
Date
09/11/2020
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Awful broadband. Try to complain and raise a speed fault and they tell you there is a problem on the line which they will fix. Nothing changes. Speed gets worse. At the worst time it would take 3 minutes to load the youtube homepage (not even a video!!)
Reviewer
Miriam
Location
Worcestershire
Date
06/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Absolutely terrible customer service. Took a month of corresponding to get broadband. Hours and hours on the phone waiting. Engineer not turning up and then after all the hassle got an email saying I was to be fined for an engineer appointment. Broadband once in is fine but if there is any problems it is a pain to contact them to sort out competently. Not a company to go for if you're a busy person.
Reviewer
Mark
Location
Southampton
Date
06/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A truly dreadful company. My mother in law died in July.
She had set this up a few years back and has been paying through the nose for a phoneline only (she had no computer).
After a long long wait we spoke to Plusnet who refused to close the account without speaking to her! We sent a copy of the death certificate by post (they are apparently very old fashioned and have never heard of emails) but they have ignored that and keep sending more and more bills.
Reviewer
Pauline.441
Location
Northern Ireland
Date
06/11/2020
Comments:
I've been on and off with Plusnet Broadband for 10 years albeit with copper broadband as Fiber not available in my area. Since lockdown, homeschooling and working from home kicked in this service had been inadequate and not fit for purpose. In April 2020 Plusnet recommended we move onto Fiber broadband as it was now available.I had been using the free unlimited data plan that vodafone kindly supplied its customers in that first month of lockdown (thank you Vodafone!) We find out in July that after trying to resolve issues with getting Fiber broadband set up that it was not actually not available and we cancelled the contract, requesting a refund for a not fit for purpose service April - July. I've spent so much time on the phone to the Customer service team, which whilst always polite have failed to process a refund and have essentially ignored my requests promising call backs that never happen. On November 6th Plusnet offer a £30 refund for a failed manager call back and still refusing to process a refund for the failure of broadband provision through lockdown period. Well done Plusnet, your customer service has really gone to pot!
Reviewer
James
Location
Cambridge
Date
03/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Abandon hope all you who enter here. Do not be deceived by the cheerful north-of-england vibe. The "Customer Service" I experienced was endless waiting on telephones, unanswered messages on their help system and (kind and apologetic) people in far flung places running through scripts that they and I knew had nothing to do with the problems I was experiencing. Avoid at all costs.
Reviewer
Peter
Location
Cheste
Date
30/10/2020
Comments:
Rubbish company ordered broadband any anytime calls for £31.99.a month. Canceled next day as they could net even set up my account properly, still waiting for my money 4 months later. All promise to sort it out nobody does a thing. Worst provider going.
Reviewer
Marian Smith
Location
West Dunbartonshire
Date
29/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Plusnet don't want their customers to get the Rewards promised by them, then you are locked in to a contract which you have to pay in full to get out of. The only good thing about this company is the advert. Do not join as the price is not worth the pain of dealith with this dishonest company, poor service, poor speeds and they avoid paying the rewards they promise by not sending you the email. I am disgusted by Plusnet.
Reviewer
adam
Location
Scotland
Date
28/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
the fraudsters - in the contract guarantee a minimum signal speed of 50 mbps after checking the speed every day, the result was between 11 - 36mbps. I reported many times, but they did not do anything - now they blackmail me that I cannot change the supplier to another. Does this mean that you can lie in the offer and then block? They are scammers, do not sign a contract with them - extreme dishonesty, insolence and rudeness
Reviewer
Sharlene Small
Location
Manchester
Date
28/10/2020
Comments:
This is the worst service in history the staff are incompetent they actual don’t know themselves you ring about your service they have you doing their job like your an electrician...And still its does not work then they tell me my service is bad here why offer a service you know you cannot provide but yet my neighbours have internet with another provider and its great so stop lying plusnet your just useless they say they give you back a refund and they giving me £7 back do i sound homeless what is that are they serious when its been months of bills and most of the time theyve had me trying to fix their modem i tell them i cant keep doing this its not right i cant manage do what they want me to do to repair it and they do not care..... Do not do not use them pls people stop using them they have to go its a scam big massive scam... We have to work from home and its stressful enough lets get rid of them
Reviewer
Grace
Location
Windsor
Date
24/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Scam artists. Took advantage of me when I had just left my job and was distressed about having to move back home. Forced me to move the terrible patchy internet connection with me but started a NEW 18 month contract and charged me £10/month more then the existing contract with another provider which was much better and I was so distressed/stressed about moving and they knew it so fully took advantage of me when I was down. WILL NEVER USE PLUSNET AGAIN do not recommend. AVOID AVOID AVOID they are scam artists.
Reviewer
Andy Waring
Location
Bootle Station ,Cumbria
Date
24/10/2020
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I joined PlusNet as they were a fair bit cheaper than BT but are still part of the group, which I thought would be useful for answering line problems. I have had an ongoing lowering of speed problem since July. At first +net were'nt listening. After at least 4 Openreach Engineer visits they say they have found faults. Their reports are passed to + Net who show me all the BT conclusions and the report there is a good adequate signal.After a week I am back to square one with the speed. I feel sorry for +Net and put the lack of skilled effort at BT's feet.I would have the same problems with whichever supplier I engaged.PlusNet bravely try to tell us that Their Fibre broadband is wonderful but until BT are made to get rid of verdigris covered wires and junction boxes underwater or up poles with covers flapping in the wind etc instead of investing Millions and millions of £ into football the suppliers have their hands tied ,badly. I'm going to stay with +Net until it's sorted.I've been paying for a landline for 50 years and the best BT can do is 6.5mbps (if that some days.). That is my experience.
Andy Waring
Reviewer
M Safa
Location
Edinburgh
Date
21/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's the worst ISP I've had by a mile! I'm a University lecturer and need to teach from home now. However with plusnet I cannot even turn on my camera on zoom or other platforms using for teaching! While ask them for help they just covered their back indicating the contract indicates the minimum speed guaranteed is 500kbps! Yes they did say that in the contract. Be very careful with them and avoid altogether if you can ... extremely unreliable internet provider
Reviewer
Juliet
Location
Alaro
Date
21/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What an absolute shambles of a company!
I recently placed an order to change from my current provider who have connection issues, And because of PlusNets incompetence cancelling my order and not informing me and nearly leaving me with no internet as a NHS staff member working from home. I am now forced to sign up a new 12month contract with the company i was trying to get away from. To add to matters of incompetence I cannot get a refund for my £22.99 signup fee that was promised over 12 days ago I have had to contact my bank to recover the funds. Complete waste of time!
Reviewer
Anthony Sherman
Location
Wimborne
Date
20/10/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
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!
Reviewer
Kent user
Location
Kent
Date
20/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've had a download speed of 4.06 and under for the past week with Plusnet's Fibre Broadband. I joined in February and have had nothing but problems with the wi-fi continually dropping. The customer services, when they don't cut you off mid-call aren't worth contacting. I ended up going through Ofcom and have now been released from my contract. I've signed up with BT for £1 more a month. Judging by the other reviews on this site, I'm not alone. However the "senior" manager from Plusnet says - well people only leave reviews when they're unhappy, so won't take any notice of people's compaints. "Do you proud"? I don't think so. It's like being on dial up again.
Reviewer
Caz
Location
Southampton
Date
18/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly disgusted with Plus Net. I have been a customer for a few months and having serious issues with the WiFi dropping out about 3 or 4 times a day.
Have lost about 4 hours on the phone trying to get the problem resolved over numerous calls and emails.
Have decided the only option I have is to leave and they want to charge me £130 and are not prepared to waiver any of the fee as they don’t guarantee WiFi connection.
I’m literally sat next to the router and it doesn’t work so I do not think this is good enough.
Don’t have a problem that they can’t resolve the issue, just have a problem they won’t let me leave without massive charges! Repeatedly telling me that 99% of their customers are happy does not help. If that was true then surely letting the 1% such as me leave without penalty would not be too detrimental to their business.
Reviewer
C
Location
devizes
Date
16/10/2020
Comments:
really poor service - avoid at all costs!!
Reviewer
Bill
Location
Saffron Walden
Date
15/10/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Terrible customer service! Yesterday our direct debit failed. We immediately resolved the problem however with 4 hours our Web traffic went on some redirect that made it unworkable. Could not access their Web site to make a payment. Still on hold to get through to accounts after an hour. Use someone else if you want a business service
Reviewer
Davinder
Location
Swindon
Date
14/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet, you will lose customers by the tens of thousands if you don't improve people's ability to contact you. It's a joke and very soon you will be too.
Reviewer
Plusnet's dad
Location
England
Date
14/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely horrific, the slow Wi-Fi speeds along with a data plan that DOESN'T even work. Avoid this provider at all costs, I will recommend BT as it actually works and has very nice customer service. The servers can handle more than an a E-mail unlike PlusNet.
Reviewer
colin rea
Location
bromsgrove
Date
13/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Got to be the worst company to deal with, after signing up for a new deal, my old provider came back with a deal that was far superior and cheaper than plusnet,As i was within my 14 day cooling off period I cancelled the plusnet deal which was fine, but trying to get my initial deposit back as been a nightmare, trying to call them expect to spend 90 minutes in a queue, emails with promises that the money is being released broken promises, their adverts should be banned for for misleading, they are a shambles
Reviewer
Kit
Location
Brighton
Date
13/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Plusnet were fine for my first year and I renewed for another year with upgrade to faster speed of 63mbps. Since then about 2 months ago. it’s been awful drops out many times per day and the speed is only fast early am and late pm. Contacted them and they don’t care they just say daft things re my end that has zero to do with the real problem and the broadband dropping out all the time. As working from home and need a good connection will have to now pay for a virgin media line as well. As it’s almost impossible o work with the constant drop outs so will now pay 2 lots of fees just because Plusnet are a bad company and don’t care.
Reviewer
Mark
Location
Bath
Date
13/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
SA
Location
Sheffield
Date
12/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Connected today. The broadband speed is well below the guaranteed speed but it is impossible to speak to someone and there is no chat line open. My minimum guaranteed speed is 31mbps on a 40mbps package and I am getting 20mbps. My previous provider (Vodafone) was a 35mbps package and I was getting 33mbps from day one consistently. I wish I hadn't chosen Plusnet
Reviewer
CC
Location
South Wales
Date
09/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I was due to be connected yesterday afternoon. I stayed in as I was told if there was a problem the engineer would need to visit the house.....no one called at the house so assume the connection went ahead as planned. I still have no dial tone. I can't test if I have broadband as the router has not arrived yet. I have made numerous attempts to call customer service for an update but can't get through, their text chat is also disabled. The only line I was able to call was for cancellations. That was handy as I was able stop this madness before I was locked in to a contract. I don't know what award they have been given, but I can think of a few...none of them pleasant. AVOID this supplier.
Reviewer
Craig
Location
Edinburgh
Date
09/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The actual reliability/speed of the service has been OK, the cheap router they send out is nowhere near as good as you'd get from EE or BT broadband, so you need to factor in buying your own router if you want reliable wifi. The main issue with Plusnet is the horrendous customer service. 'We'll do you proud' - no you won't!!
They send out e-mails, yet have 'no records of this on our files'. They then make it almost impossible to send it to them to prove that they sent it as they don't have any contact e-mail addresses. They then claim that you have to send them a screenshot of the e-mail as if you sent them the e-mail you could type whatever you want in it. You really couldn't make this up! All in all I would seriously avoid using plusnet - it's not worth it.
Reviewer
sue
Location
sale
Date
09/10/2020
Comments:
I'm disappointed with plusnet. My mum has been a customer for 11 years and still has her original router. She is on a very basic plan, she uses less than 10 gb a month data. The old router is unreliable and slow. I have asked for a new router and the answer is 'NO'. She is 88 years old , completely deaf and relies on email to communicate with everyone. The best suggestion from customer support was you can probably get a router from somewhere else.
Reviewer
Ivan
Location
Caverswall
Date
07/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was supposed to be switched to PlusNet on 6th October. Received an email at 05:30 telling me the phone service was ready to go. No dial tome on the phone service so no phone. Tried to contact them a number of times throughout the day and only got through after waiting for over 50 minutes on hold. Used over 200 minutes of my monthly call allowance trying to contact them. Left questions to be answered only for them to be placed on hold until 07:00 7th October. Come 7th October no response. Posted another question and still no response. I still have no broadband a day after was supposed to be switched. Have had to go into the office because I can't work from home. Have tried to contact them again today but cannot sit at work on hold for almost an hour. My wife did manage to get through but they refused to deal with her as she is not the account holder.
The service is appalling and not fit to be called a service.
Reviewer
Peter Lewis
Location
Tadley
Date
06/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
AVOID!!!
They talked me into signing up for Fibre Broadband in August 2020 - nothing happened for 3 weeks, contacted them, they said my account was a mess, but now sorted - posted out my Router - 3 weeks later I chased again - they said somethings wrong, now sorted - I will be switched on 6th October ... today, 6th October I have lost my internet and my Account has disappeared. They lie, they don't care, they're utterly useless .. if I see that fat bloke on the advert I shall kick him in the nuts - trades description act and all that. They just don't care!
Reviewer
Mike
Location
N Ireland
Date
06/10/2020
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Now in my seventh year with PN, not one outage in that time. Consistent 35MB/9MB connection on 40/10 package. Hub One cheap and cheerful, PN community forum shows easy set up for BT HH6 available ebay etc for £10/£20, much better wifi.
Email service slow and clumsy to use, anyway you're far better on independent supplier so you keep your email if you change ISP.
Accounts system shambolic, renewals or changes charged full rate so you have to phone to restore promised discounts. Staff overloaded but helpful once you get through.
Apart from these failings I recommend PN as totally reliable and great value for money.
Reviewer
Stuart
Location
Scotland
Date
04/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Shocking company, took more than three weeks to connect so they gave me a months free internet. Then only lasted 4.5 days before lost service. After 9 days of constant phone calls issue seems to have been resolved although they cant tell me if it has or what the issue was.
Then to cap it off I find out the deal I signed up for with "line rental" included is actually mainly line rental i.e. 19.99 for the line a 3 for the fibre broadband. This means when they don't give the you the broad band all they have to refund is 3 pounds a month. Devious deceitful untrustworthy company. As soon as my contract ends I am going elsewhere and recommend all others to look for internet with a different more trustworthy provider.
Reviewer
Tony Lanni
Location
Wakefield, West Yorkshire
Date
04/10/2020
Ratings
Speed
3.00 stars
Comments:
I moved home 12 months ago, and there followed a succession of problems. Firstly for some unknown reason someone put us on ordinary broadband from the super fast, but continued to charge the faster rate. From day one we had no end of problems with coverage and reliability. After a number of calls and a replacement router, still the same problems. They then sent an engineer who suggested buying boosters as it a 3 storey house, which I duly did, still problems. They tried slitting the bands, still no better. I tried to persevere but it kept dropping all the time, which was a nightmare as my partner works from home on live spreadsheets, which are not self save, and she lost her work. Finally I decided to cancel my contract as it was not fit for purpose. A very rude lady on the other end said I had not followed their fault reporting process and I would need to pay the cancellation fee. I have now installed bt 2 all cover, perfect!If you live in wf2 do not buy plusnet.
Reviewer
David
Location
Surrey
Date
03/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Like other reviews here, I have been a long standing customer of Force9 then Plusnet, but loyalty seems to mean nothing at all to them. I reported a fault 2 weeks ago. Carried out the checks they requested and since then, nothing from them at all. Fault is getting worse by the day, connected for a minute then disconnected for 10. Now I have no dial tone and rather than be bothered to fix the broadband fault they have just capped my speed at 1Mb. Zero communication. Totally unacceptable. Used to be a great company but since BT took control they have steadily gone downhill right to the bottom. Other providers offer cheaper deals now anyway.
Reviewer
Harry S
Location
Chelmsford
Date
01/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Been with Plusnet for over 2 years now. Since moving to a new area (which has very good speeds) the broadband has become extremely unreliable. I've been guarunteed 35mb/s but rarely get more than 7mb/s. When trying to call them to discuss via their customer support line, I have been greeted with the same message 'no one is available to talk' for the last several months. The only way to get through to them is by pretending to be a new customer, to then request a direct transfer. Can't wait to ditch these guys. Happy to take your money, not so happy to provide the service or any support!
Reviewer
Tish
Location
Wimborne
Date
30/09/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Just had to post a review as I'm so impressed. My broadband failed on Monday evening, I rang Plusnet Tuesday morning. They tested the line and found a fault. I was told it would be passed to the engineers and maybe up to 72 hours before they could get to it. I only have a smart TV and I live alone. On Wednesday late afternoon I called to see if I could speed things up. A lovely guy checked and he managed to get me a temporary fix until they get to the line. Just wanted to post to say thank you and give them 10/10.
Reviewer
SRP
Location
London
Date
30/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is actually a review of their e-mail service - works perfectly EXCEPT when you want to access it remotely through webmail.plus.net - I cannot remember the last time I was able to connect without problems - how is it that gmail can do it with millions of subscribers and plus net cannot manage it with the thousands they have - does not instil confidence in their technology
Reviewer
HT
Location
Hampshire
Date
29/09/2020
Ratings
Customer Service
1.00 stars
Comments:
Avoid!!!
Signed up with them 6 weeks ago and still no service!! made several phone calls, waiting hours in queues for them to answer the phone, to be told on numerous occasions "that all will be sorted now"
Now not answering twitter Helpdesk, secure messaging via account page etc....wish I had never bothered to go to them :(
Reviewer
JT
Location
Somewhere in the NW
Date
28/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
I am counting the days until my contract expires - I see the reminder everyday on my phone and it's gradually getting closer.
Advertised as 'fibre', it's nothing of the sort as it comes through the old copper wire. Despite many, many efforts to boost the speed from the router, it averages about 25meg. Occasionally I get lucky and it is a heady 40meg but nowhere near the 70+ promised.
Had I realised the promised speed was only to the input side of the obviously shabby router, I'd have shopped elsewhere.
Plusnet mobile is great, Plusnet broadband is awful.
Reviewer
Crane
Location
Edinburgh
Date
28/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Not notified that contract has come to an end . Was paying £12.99 in 2018 and paying £30.98 currently..Existing customers are not rewarded for loyalty instead they are penalised ..
Reviewer
Ian
Location
Lincoln
Date
26/09/2020
Ratings
Satisfaction
1.00 stars
Comments:
Didn't get connected, customer service is terrible. Let me down on install date, no communication. I had to chase them, to find they hadn't even placed the phone line with Openreach. Promised a new date within 24hrs, nothing. Chased again, long queues again. Had anew date but hadn't told me. Cancelled, didn't want to give me my money back, after much protest I will get my refund after 10 days despite the taking immediate payment. Typical of a useless company, don't believe the adverts.
Reviewer
Geoff C
Location
Wiltshire
Date
25/09/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My old provider had a rubbish accounts department and although I should have had a standard payment every month they always messed it up and I used to get into arrears because of mistakes on their part.Plusnet has always kept me informed about mu account.
Also my download speed has never gone below 35 mbs
Reviewer
william
Location
Ingatestomne
Date
24/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I cannot believe anyone can give this company a positive review. I signed up to switch to their broadband in early July. It is now September and it hasn't been activated. They have started billing me for the service despite it not being activated. Their customer service team raised a complaint on my behalf. Made no difference. Been trying to call them and they are not taking calls. Appalling.
Reviewer
Brett
Location
Chesterfield
Date
23/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Doesn't work, customer services down for the past 3 days at least. Regretting my purchase. Hate this company already, their customer services is non existent.
Reviewer
Bev Morris
Location
Aberdeen
Date
23/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
STAY AWAY! Dreadful customer service, I set up PlusNet for my 84 year old father, it was only supposed to be £22.99 per month but they took nearly fifty pounds out of his account. They appear to have taken over his pay as you go mobile and are charging for that when his mobile number was never included in what I set up. When I contacted their customer services I got a woman with a foreign accent which was so strong I couldn't understand her but she refused to discuss the account with me because I wasn't the account holder (even though I'd set up the account and my father wouldn't know any of the details if they'd spoken to him directly). I asked to speak to someone in charge and she refused to transfer me, she talked over the top of me constantly and ultimately refused to deal with me even when I'd explained the situation. DREADFUL....ABSOLUTELY DREADFUL!
Reviewer
David S
Location
Sheffield
Date
19/09/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Due to a technical glitch, I was double charged and have spent the past several months trying to get a refund. One would be agreed in a phone call only for a different answer to be given on the question open for my account by someone else who I had not spoken to previously. My issue keeps being bounced about between different people so I need to re-explain myself each time.
In addition the broadband would sometimes just drop out for no reason.
Reviewer
Yves D.
Location
London
Date
18/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After moving to a new address Plusnet refused to allow me to exit the existing agreement. I had to find a new internet supplier and keep paying for terrible broadband "provided" by Plusnet, especially as I was working from home I needed reliable internet. Eventually Plusnet contacted a "credit solutions" company forcing me to pay for broadband internet I didn't even use. Impossible to log any complaints, they conveniently only allow phone calls, so you can't keep track of your complaint over email. Highly discourage using Plusnet. STAY AWAY!
Reviewer
Luke
Location
Hampshire
Date
17/09/2020
Comments:
How this company is ranked in the top 5 is beyond me! Slow broadband, no accountability from anyone that works for them, and mistakes and incompetence at EVERY turn. After continued calls to customer services for months regarding slow and unreliable ‘fibre’ broadband that I waited 9 months to get (due to availability in my area), Plusnet accidentally cancelled my contract and lost me my space on the fibre cabinet. I now have only the option of 1-4mbps ADSL which is terrible. Every time you speak to someone in customer services they give you a different answer, and on average I spend over 1 hour on the phone every time I call. The worst company and service I have EVER had the misfortune of dealing with and actually giving my hard earned money to!
Reviewer
JF
Location
North East
Date
16/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Now my credit score is knackered due to agent errors.
Reviewer
Matt Letchworth
Location
Letchworth
Date
16/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you enjoy paying for a service slower than a dial up modem join plusnet might be cheaper and you will find out why.
Reviewer
Peter Dawson
Location
Durham
Date
14/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
On the fastest service they provide. Supposed to be 60-70mbps. Rarely get over 30 mbps and has often been as low as 5-6 mbps. Connection drops out on a regular basis. Even a new router didn't improve things. Have made numerous online queries and have done and sent the diagnostics asked for. I have not had a single reply. At it's best my connection is 40mbps but it's average is somewhere between 20-30mbps. I still have 9 months left on my contract. Even if they fix my issues at this point I won't be renewing my contract.
Reviewer
Jarek
Location
Wellingborough
Date
13/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband privider ever! One star of rating is to much. When I'm not using the broadband light on device is blue. When I turn on my laptop, router starts flashing orange. I'm going to leave company and I'm not going to pay any leaving charge.
Reviewer
Simon
Location
Bristol
Date
12/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Changed over to Plusnet from Virgin (awful service). I sadly believed the TV advert with the jolly northern chap telling us how great it was. My first contract came to an end so I contacted about renewing. I was assured there would be no extra charges applied but guess what ... extra charge applied between contact renewal. I then told them I would check the Broadband speed had improved (upgrade to fibre plus) and was told it might take "some time" before this changed to a faster speed !!
Im not sure what training programme these people follow but they ALL lie. Pathetic !
My advice avoid Virgin and Plusnet (not tried BT yet so that will be next).
Reviewer
Melanie
Location
Ayr
Date
08/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had broadband with plusnet for 1 year total and it has been the worst experience. I work for a broadband company myself so I am aware of what company's can and should be able to do for their customers. In the duration of a month my broadband lost internet twice and they told me I had to just wait and they would fix it which took them a full day to do this, then the same issue happened again within a matter of weeks all while I was working from home so I had to go for these days unpaid as I need the internet to work. I received no compensation for this period of time even though i asked to be refunded and as I work for a company similar to them I know fine well they should have refunded me as I work for a department that processes refunds! The advisors I spoke to we're always nice however always gave me no real conclusion to my issue always sorry nothing I can do then move on. I started my plan at £21 per month for line rental (of a home phone I never received and was still going to be charged for despite me asking the man through the phone not to have this on my plan)and for the broadband. However after not checking my bank for a while this rose sharply up to £36. I was told this was because of the retail price index which is ******** because it goes up by no more than £5 normally on a simple plan like that and then the girl on the phone told me oh you've been paying that amount the full time! She said I wasn't sold the broadband for £21 but I would have never paid that amount for broaband when i live alone and normally struggle to pay my rent and bills nevermind the speeds. I live in a village just outside of Ayr and speeds aren't fast here but it was horrific how to load a movie or youtube video of my TV i had to disconnect from the wifi on my phone so it would load. Don't go with plusnet they are scam just go with literally anyone else for your own good.
Reviewer
Ben
Location
London
Date
08/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband company out there, we are overpaying for internet that doesn't work half the time and for less we could be paying for 8x the expected speeds at virgin media. **** company, ran by *****, NEVER BUY
Reviewer
Neil
Location
Manchester
Date
07/09/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Did not warn me about the end of contract and raised the monthly payments. When I contacted them theysaid because of the age of my contract they were not obliged to (customer service) Moved to another provider. I cancelled my direct debit and asked them how much I owed up to cancellation. They wouldnt tell me. They said I had to pay the whole month and that they would refund by cheque within 5 weeks what they owed me. They didnt of course. I gather they have been fined in the past for this type of behaviour.
Reviewer
Jiejie
Location
newcastle upon tyne
Date
05/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I thought someone leave the positive feedback on 4th sep but i very adoubt whether the real customer. I have two office to sign the contract with them and it is very headache broadband company. If you want to take more time to re-connect your internet in your office or you want to your staffs to have a good rest in office becasue no internet then plus choose this company. They will help your business be bad and support your staffs more rest. The big advantage for the broadband company is that help me to eat less and angry more which can good for loss weight. I will never use the worst broadband company in the world.
Reviewer
David McNeice
Location
Mudeford
Date
04/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish service, booked us in to move house, had a text confirmation that an engineer would be with us. The engineer didnt show up as plusnet just didnt bother booking one by their own admittance. Not a problem though as they can book someone to come out next week...
Another day unpaid off work and another week without internet
Reviewer
Sue
Location
Hampshire
Date
04/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking company, they pride themselves on customer service, disgusting. Didn't even get connected because issue with Openreach. However, not one person called us after an engineer came out. Three standard emails sent saying they will arrange connection soon then nothing for two weeks. We called them twice in one week for a call back, nothing. Now been on hold for one hour, no one is referring our case at all to a manager and we're just being passed around. We are now cancelling for a refund of £75. I can not believe one person has referred our case to a manager because there is obviously a huge gap in communication within this company. We will be returning to BT after taking a considerable amount of time looking through the internet to choice a new provider. Plusnet, WILL NOT do you proud!!! Never touch Plusnet.....
Reviewer
Peter
Location
Manchester
Date
04/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Totally Shambolic Provider. Service has never worked properly since I signed up. Informed by Staff when I finally got through to someone to complain that the Plusnet Staff do not use the service because it is so slow and the servers are old and continually breaking down. This was exactly the problems I was having. It can take half an hour to read four E-Mails. The Broadband Speed I was promised has never been achieved and is in fact getting worse. If you store more than ten E-Mails the Server cannot cope and refuses to work properly most of the time. DO NOT SIGN UP WITH THESE COWBOYS.
Reviewer
Mark James
Location
Worcester
Date
02/09/2020
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Have been with Plusnet since 2013 and unlike many disgruntled customers posting on here, I have had excellent speeds, very reliable and on each renewal have haggled for a deal. The main reason to stay is that I have heard of so many bad reviews of Vodafone, EE, Talk Talk and others that make me wary to change. Just read so many bad reviews of Vodafone that I don't want to even try to deal with the poor speeds and reliability. Using our Fast Fibre 2 gives us speeds of well over 35Mbs and we are on the up to 63Mb service. Use this to stream Netflix, iPlayer and other catch up services. The thought of buffering and losing this for the sake of a few quid needs to be considered.
Dislike the fact that you CANNOT contact them by email, you HAVE to phone them. In writing by email there is no 'He Said, She Said' nonsense but almost ALL companies ignore this yet in times of Covid-19 an email should be far more sensible than having to hang on waiting for ages. Ofcom as with most quangos are pretty toothless - they should insist a customer deals with whatever suits them - either phone or email. Especially when 90% of customers will use online services to research and renew / buy new services.
Would also advise you to buy your own router rather than use an ISP provided one. As they are usually provided for free, the quality can be poor. I have a TP-Link AC1200 dual band router with 2.4 and 5GHz speeds. Easy to connect and very rarely has to be reset.
Due to renew before 31st October and hopefully I can negotiate a deal less than the £31.99 a month currently being touted.
Reviewer
Oliver Kovacik
Location
Kingston upon Thames
Date
01/09/2020
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I rarely add negative reviews but I felt compelled having received such poor quality broadband service from Plusnet.
Speed: Disregard speed guarantee. It’s a flat out lie. I measured the speed frequently and instead of “guaranteed” 35mbps I received 5-15mbps down (the upload speed was usually correct).
Customer Service: Their so called “excellent customer service” is a farce. To give you an example, when I called to cancel my services with Plusnet, my internet stopped working 13 days before the cancellation date. When I called to plea to have it restored, I was told in a very polite way that this would take 10 days.
Price: You don’t have to look far to find 50mbps service for about £30/month. Plusnet charged me £35/month for a very unpredictable and unreliable DSL service.
Please do your research before you sign a long contract with Plusnet.
Reviewer
L Brown
Location
London
Date
30/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not fit for purpose - goes down constantly, speed and bandwidth the worst we've had. I live just outside of London, there is no good reason for your product to be this useless.
Reviewer
Jacqueline Holland
Location
Wiltshire
Date
29/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We changed to Plusnet on 20.8.20. We still have no home phone 9 days later. Customer service are not interested, despite us being vulnerable customers. They keep asking us to phone them about having no phone line! We paid in advance for our broadband and phone service. The broadband is slow and Intermittent. Needless to say Plusnet have not signed up to Ofcom automatic compensation scheme.
Reviewer
christopher law
Location
edinburgh
Date
29/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stops you from torrenting
Stop you from torrenting. Just at the end of 1st month when they thought they were safe and hooked me into contract, they sent me a warning for downloading. First time that it has ever happened to me with any provider.
No customer service. Have to phone at 8am in morning or there is no chance of getting through. Promised 40mb download and I only received half that at 20mb. Be warned the worst of the worst by far. Vodaphone, Talk Talk, Virgin even better than this rip off. Suppose it doesn't matter if they give you half the speed they promise, cause your not allowed to use the connection for anything more than opening up a web page and viewing a youtube channel anyway.
Reviewer
Alison
Location
Oxford
Date
28/08/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
For what we need the speed is fine. Recently we've had some problems and the customer service has been appalling. The technical support people were polite but useless and the engineer never came.
Reviewer
chris
Location
worcester
Date
28/08/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
utterly rubbish customer service - will start billing you straight away and then take 2 weeks to activate your line.
uk call centre maybe but good luck in speacking to someone to get action
avoid like the proverbial plague if you want to retain your sanity
Reviewer
George Anderson
Location
Fife
Date
28/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Appalling customer service. Every time I called them it took over an hour to speak to someone. No help in the most part. They said they would sign up for the automated compensation scheme but didn't join after all. Must have decided that it would cheaper just to rip their customers off. Don't use.
Reviewer
John Brooks
Location
normanton
Date
27/08/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Just contacted Plus net regarding cancellation of my account due to pending move 11 Sept, both customer service reps both hell bent on informing me that it will cost £130 to close the account albeit I retained there services and signed up for a new contract. Surely they should only charge an administration fee and help retain customers, do not use them they are faceless and do not give a damn about any situation you are facing albeit I cannot share the reason why we are having to move but please please think twice before using Plusnet ............ ashamed that they can charge to old persons fees of this level.
Reviewer
J Taylor
Location
Norfolk
Date
26/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Attrocious. Been with plusnet over 10 years along with over 20 accounts for tenants. Just had my account wrongly closed by accident. Can't get it reopened over 500 people trying to email me and can't. Nearly an hour on phone before I could speak to someone. Passed from pillar to post, lied to, incorrect information given. Guys, with the amount of accounts I have I know how it works better than you do. 10 years ago one of your agents suggested I have an account not linked to a phone number as I moved a lot. Now I cancel a phone line and my account stopped dead, no email (don't lie, you never sent once) no way to get account back. Don't want to take out an account with phone line, I've already got a phone line thanks. Disinterested ignorant staff. Now I'm cancelling the remainder of my plusnet accounts, going with community fibre. Thats £400 a month you are losing. Glad you can afford it. We can put a man on the moon but not reactivate a deleted account.
Reviewer
Daisy
Location
London
Date
24/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling! Terrible signal so I can only get wifi in 1 room in my house. Cannot connect more than 1 device at a time before it has a complete meltdown. Customer service disgusting! When I notify them of this they say because I do have some form of internet they have fulfilled their part of the contract apparently. DON'T EVER USE!!!
Reviewer
Mrs C
Location
Lancashire
Date
24/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I urge all Plusnet customers to always check their statements to make sure they are not being over charged. Also when leaving Plusnet, if you are not in a contract, make sure they do not charge you an early cancellation fee.
After being a loyal customer of Plusnet for seven years, we found that we had been over charged for the last seven months before changing providers and charged an early termination fee, despite NOT being in a contract. We were charged £102.10 termination fee and over charged £149.47. In total £251.57. Not a small amount of money for some!
The reason for this horrid overcharge was because we decided to ring Plusnet in October 2019 to see if they could give us a better deal. We were going to sign up to an 18 month contract, saving us £6 per month, but at the last minute on the phone we decided against it. This was because they offer far better deals for new customers, which feels wrong as we had been a loyal customer for many years.
So on this call (which was recorded) we asked that the new contract which we almost signed up for was cancelled/deleted, as we did not want it. The customer service representative said he would cancel it on the phone, but he did not. In fact we were then charged a ridiculous high monthly fee for the same broadband phone deal, plus we were paying the monthly line rental saver. We were being charged twice for line rental and a one off charge of £18.99 in Oct 2019 for goodness knows what?
After many months, speaking to many different people at Plusnet, all promising to sort it out, we got this money back. But it took numerous phone calls, the threat of going to the ombudsman, the threat of using the recorded conversations. It was a horrible ordeal.
When speaking to any company (Record the conversation and make sure they know you are recording it for your own records). Check statements and always make sure there aren't any sneaky charges thrown in.
This money was NOT easy to get back, I doubt we were the only ones struggling to deal with this company, I would imagine others are going through similar.
They conveniently lost the phone conversation which proves we did not sign up to the deal they charged us an early termination fee for. Although we offered to send our recording to them, they said people are not supposed to record conversations without their knowledge. Convenient!
So now YOU have the knowledge, record them! Tell them you are recording them and cover yourself, as they will not cover you, only themselves.
I find the customer service at Plusnet is now tragic and barely worth a damn. Not a patch on what it was years ago. They are not a company we would ever touch again, a horrid experience.
But we are thankful to the last person who did finally deal with our issue and make sure we were refunded. One good egg in a packet of rotten ones.
Reviewer
Ipeppermint
Location
alloa
Date
22/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't think about using Plusnet. Apparently writing to them to tell them that you are not renewing your contract from a particular date is not the same as telling them you are cancelling. If you do not use the actual word CANCEL then they will continue to Bill you even if you have changed providers. I have been overcharged now for months. They will tell you that you have 2 lines into your home when you only have one because your new provider have you a new phone number. PLEASE Do not use.
Reviewer
Jake
Location
Cornwall
Date
22/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can’t even provide 15mbps When is supposed to be 70!!
WiFi cuts out by the hour
Some MacBooks won’t even connect and I’ve tried everything
Customer service is a joke
Absolute trash
Reviewer
aec
Location
Wembley Greater London
Date
22/08/2020
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
On joining prices very good, customer service excellent, but after two years of loyalty, prices three-fold, customer service fair, and recent speed a tenth of those promised.
Still better than BT!
Reviewer
Philip burford
Location
Wigan
Date
21/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AWFUL COMPANY! Had the 18 month £18.99 internet package for a shoddy 2mbps along with a £60 installation charge and the internet would constantly drop. Totally unusable. I Contacted Plusnet several times who would offer an engineer to come out and also sent out a new router, and then suddenly the problem was resolved without an engineer. Then it dropped out again and again and again and again. After 17 months with plusnet I decided enough was enough and decided to come out of the contract early for a better provider.. suddenly the cancellation got them moving and they offered to upgrade me free of charge.... TOO LATE IM AFRAID. Don’t waste your time with these crooks! They also told me there was no cancellation fee on the phone, and then billed me an extra £5.60 for cancellation!!
Reviewer
Frank
Location
Stamford
Date
21/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I ignored all the one star reviews and went ahead and signed-up...wrong...!! I had cold feet and tried to cancel but then realised it's impossible to communicate with plusnet. You'll never get through on the phones they do not receive emails, there 'live chat is with a computer and cleverly avoids the topic of cancelling and closes automatically before you finish. My 14 day cooling period is nearly up and I still haven't been able to communicate yet. Hence no star for broadband speed or reliability because not even connected yet and I'm furious. The one star reviews are for a reason, ignore them at your peril ...!!
Reviewer
mr davis
Location
liphook
Date
20/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
customer service is terrible they do not care about their customers once you have signed up
Reviewer
Andy
Location
sidcup
Date
20/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worse customer service very rude, no help, very poor quality service may be cheaper but iys not worth it keep away
Reviewer
Bruce
Location
Stockport
Date
19/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Currently getting speeds of less than 1MB, bills messed up for last 2 months, no customer service of any kind available for several days now!
Reviewer
Jayne
Location
Staffordshire
Date
19/08/2020
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Would definitely recommend..Everyone I speak to is really helpful and gets the issue sorted. Keep Up the good work
Reviewer
Charlotte
Location
Leeds
Date
19/08/2020
Comments:
I'm reviewing on behalf of a service user that I support. He had an engineer booked only to find on the day, when they didn't turn up, that there had in fact been a mistake and no booking was in place. He recieved no communication about this. Bearing in mind they had already charged for the engineer and 1 months usage. Both him and I, on several occasions have tried to call Plusnet and either been on hold a ridiculous amount of time (1 hour+) and still not gotten through, or couldn't get our questions answered or the line just went dead. Frustrating isn't the word. My client has now had to go elsewhere and is £70+ out of pocket. Trying to get through the complaints procedure is an absolute nightmare so I don't hold out much hope that he will get a refund. Would absolutely never recommend. Poor service, if you can get through to anyone and poor communication from the start. I support vulnerable clients and the whole experience has caused him nothing but frustration.
Reviewer
wren shah
Location
nw2
Date
19/08/2020
Comments:
totally dissatisfied.promised that the connection would start on certain day -no connection since past 2 weeks - upon calling no luck as long wait so given up few times - eventually being told problem on the line etc etc. Router promoised too but no sign of router evern after 14days been chasing and yet again long wait - frustrating - called up again and being told that the first person did not send - so if i did not call i would have still waited for the router. finally arrived and upon connecting the router no broadband connection - yet again called them - being transfered from one person to other (also had emailed several times) - todate no broadband - nearly a month now - cannot work from home - so very disappointed.asked them to cancel my contract - but being told have to pay as 14 days passed - so cannot afford to pay so much.
Reviewer
Liam
Location
Manchester
Date
17/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Joined over a month ago and I’ve still got no internet in my place, they just pass the book all the time coming up with different stories as to why it’s not Working. I have called them around 6 times and spent about 5 hours on hold,what a joke they now tell me it’s going to be atleast another 2-3 weeks until it’s resolved, I’ve spent god knows how much on goodie bags on my phone just for data. I would definitely stay away from plusnet and don’t believe all these 5 star ratings you see it’s probably the staff who work there when they should be answering calls!!!!
Reviewer
John
Location
Orpington
Date
16/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Quite simply they don't know their arse from their elbow. Do you proud? Don't make me laugh. We were initially connected incorrectly, then had a constant speed issue, it didn't even reach half the guaranteed speed. I have more knowledge than most of their clueless staff. They couldn't fix our fault and suggested I leave, so I have after an ombudsman complaint.
Reviewer
Jon martin
Location
Manchester
Date
15/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
No broadband after more than 3 weeks, multiple deadlines missed, no contact from customer support. Truly awful.
Reviewer
Alick
Location
Glenrothes
Date
14/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been a customer for over 11 years. Tech support has always been mediocre, but in the past rarely needs so lived with that. However, Benn without service for almost 2 days and cannot contact support. Ticket facility and chat unavailable, phone not answered and messaging via twitter and Facebook ignored.
Reviewer
Esteban
Location
Finchley, London
Date
14/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter rubbish. I keep being told the service works perfectly but am unable to even navigate, much less work. I tried all their workarounds to no avail.
Reviewer
Matthew Taylor
Location
Essex
Date
14/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID. The word cheap and nasty springs to mind
We got this awful provider last year and the internet kept cutting out when it rained. Six months into the contract and apparently multiple engineers have been trying to resolve this. No notification of what they have been doing. They say they have rang me but I do t even get a missed call. It's all lies. You would think you could leave a contract if the service has been this poor. Plus poor more like. They even tried to blame the area I loved in but had no problems with any other broadband provider that I have used before and after plus net.
Also I had to chase the £75 joining money they was going to give me. They said they forgot. But they can easily remember to take my money to pay for a poor broadband performance.
After limping on for another six months of the contract I am pleased to say that I have moved broadband provider. No issues with the new one.
Reviewer
Freya
Location
London
Date
13/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having only recently opened an account with PlusNet, we found out we have to move house. We are being penalised for that fact - our choices were a £91 cancellation fee, a £60 engineer fee, or switching to a longer, more expensive contract. No end of problems when trying to switch to Plusnet in the first place - my order got cancelled about 4 times before it finally went through!! Now stuck with this useless company for a further 18 months. Also the hold music is absolutely TERRIBLE and makes the waiting experience even more stressful than it has to be, and no indication of where you are in the queue.
Reviewer
Bk
Location
Buckinghamshire
Date
13/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please do not join plusnet. The customer service has been shocking and I have been told that the 14 day coolong off period starts from the day I order even though my broadband wasnt active or router arrives for a number of weeks. It didnt work, sent back day after receiving as could not get through for support. I could not get through by phone. Email or live chat. I followed online advice to complete form and send back. I have just got through by going via Sales and told I am now out of my 14 day cancellation policy. I have requested a manager call back. Please if you are considering DO NOT USE PLUS NET!!!! DISGUSTING CUSTOMER SERVICE!!
Reviewer
Hurt Henry
Location
Hayes
Date
13/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
terrible, just terrible, prices more than doubled after contract ended, even though I called to check before and was told they would only go up 1 pound. Then they said I had to change contract for the system to allow a refund, I said only if they were sure I could end it afterwards without penalty, they assured me I could, they lied. they can never find recorded calls in the system, they keep saying they're going to drop wrong charges they administer fines and pass them over to a debt collection agency, DO NOT USE, THEY WILL RIP YOU OFF AND RUIN YOUR CREDIT RATING!!!
Reviewer
Mark
Location
TN34
Date
13/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet cancelled engineer the day before installation date by text, then emailed me a date 2 weeks later and threatened £65 if I'm not in. Already charged £79 to my card but now cannot get through to any support or help, either online or by telephone. I just want to cancel the whole thing but cannot get through to anyone- they're very busy apparently. USELESS.
Reviewer
Alick
Location
Glenrothes
Date
13/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been a customer for over 11 years. Tech support has always been mediocre, but in the past rarely needs so lived with that. However, Benn without service for almost 2 days and cannot contact support. Ticket facility and chat unavailable, phone not answered and messaging via twitter and Facebook ignored.
Reviewer
Heather
Location
Edinburgh
Date
13/08/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Good luck if you have technical issues with your broadband as tech support are clueless. On several occasions I've been given what turned out to be completely duff info and ended up having to resolve this myself. Plusnet had decent customer services years ago but have gone steadily downhill. Time to move on.
Reviewer
Steven miles
Location
Bishops stortford
Date
12/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Waited all morning had a 8-1 slot to be installed no phone call or text and no one has turned up
Reviewer
Jake
Location
Cheshire East
Date
11/08/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
been through BT and Sky, both were rubbish, BT took 12 weeks to install and their customer service was terrible. Sky’s prices were ridiculous and their broadband was okay.
Plus net on the other hand is the best broadband provider I’ve ever used. Constant 40-60MB DL at peak time, never gone down apart from country/area wide outages and cannot fault the customer service. 10/10
Reviewer
Mrs. Stevens
Location
Hampshire
Date
11/08/2020
Ratings
Satisfaction
5.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Joined Plusnet a year ago & everything went fine. I have had no problems whatsoever. However, now my contract is coming to an end they want to increase my payments by £13 per month which I'm not happy with. I don't mind an increase in cost but £13 is a bit too much, especially when I only have ordinary broadband & not fibre. Now I have to look elsewhere & it's a shame because I've been very happy with them & it's a hassle to sort out another ISP but I will not pay an increase of £13 per month.
I have tried to phone them to discuss this on a number of occasions but cannot get through, I give up after 30 mins holding, I can't wait all day for someone to talk to me. This is why I give them one star for customer service.
Reviewer
RogueTrooper
Location
South West
Date
10/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up on the 15th July, it's now the 10th of August and I still have no access to the internet!
Forced to spend countless hours in phone queues just to hear Plusnet staff play pass the buck and allude to the idea that some people have been waiting even longer than 27 days! Beyond a joke.
To their credit though they did manage one thing on time and that was to bill me my first months line rental, cracking.
Reviewer
Brian
Location
Southport
Date
10/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’m afraid I have rate Plusnet as being the worst at everything except price,,The speeds are slower than when we had dial up connections , the outages are a regular occurrence, Plusnet don’t report the faults to Open Reach unless you complain regularly and then they always threaten to charge for doing so,
I’ve said I’ll have to leave because they consistently can’t provide anything like the speed I’ve paid for, but they say I’ll still have to pay penalty charges, fortunately my contract runs out at the end of this month!, it amazes me how they can get away with such a misleading and inaccurate TV advertising campaign,,
Reviewer
Sarah
Location
Manchester
Date
10/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
THESE ARE CALLED "MINUSNET" IN OUR HOUSE
After numerous phone calls over a month (each time waiting approx. an hour on hold) found out that my broadband installation had gone so wrong they need to start again. The worse thing is that several people had previously told me it would be fixed within 24 hours and it caused me no end of issues with inability to work due to no internet. The worst part is that it's really difficult to get hold of anyone to discuss anything, either a voicemail saying they aren't accepting calls, or a very long wait. There's also no continuity or responsibility on their behalf, each time you have to speak to someone new and start the whole process again, then their promise fails and you have to call back...over and over again. I'm currently on hold asking for my installation fee to be refunded (again). Really don't know where the claims to the award winning team come from on the website!
Reviewer
matt
Location
essex
Date
08/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Up until recent plusnet have been very good, however! over the past few months my internet speeds have slowed to a crawl and the amount of outages have driven us crazy, tried to contact them and all you get is a answerphone message that due to the high amount of calls they cannot put me through to a customer services adviser and to call back later or tomorrow, well that has been for several weeks now, cant get through! then to add insult to injury today i get an email telling me my bills will now be increasing.
I DON'T THINK SO MOOSH, looking elsewhere unless they contact me very soon or i can get through to them Direct Debit will be cancelled as they I can't contact them!!!!!!!!!!!
Reviewer
Owen dale
Location
Doncaster
Date
08/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Plus net. Plus very poor customer service. And even worse after 2weeks dramatically falling internet speed .. I moved away from talktalk but at least they would at least answer you ..
Reviewer
Jon
Location
Selby
Date
07/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can’t review speed etc as it never worked. Sat with a router they didn’t activate. Could never speak to anyone, relied on Twitter who would answer after 3 days with “please dm us “ but never replied. Company is appalling and to be avoided at all costs!!
Reviewer
Alfie preston
Location
Date
07/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I’m that pissed off this is my 3rd review. Honestly, not much to say about this company other than they are a bunch of rip-offs with poor, slow, awful WiFi. My Internet sometimes can’t even reach above 1mb!!!! When We’re paying extra for “Fibre” which is apparently meant to give you “25mb” the “engineers” know no more than I do and are useful as a brick wall. Unless you want to put your money down the drain then don’t get sucked in to their contracts.
Reviewer
L. Palmer
Location
Leics
Date
07/08/2020
Comments:
Poor start-on limited time offer, a reward card advertised as £75, I got £50. Challenged this & told it's because customer services have ability to decide what offer should be. Such as lower rates for lower rewards card
Also- when I asked them why I only got 50 not £75, surprise!!!it look a day over my 14 day cancellation period to get back to me. I called them tight & Weasley.
Reviewer
David Culshaw
Location
Liverpool
Date
07/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Omg! Plusnet are a joke! My new broadband doesn’t work at all and I tried to contact them but was on hold for 30 minutes without them answering my call! Twice! I’ve cancelled my d/d and obtained a giffgaff sim instead! 80gb direct to my phone for £20pm. Cheaper and less hassle!
Reviewer
Alan T
Location
cornwall
Date
07/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Informed I wished to switch service to new property, gave 4 weeks notice told no problem? After 5 weeks eventually had a phone line then informed they had misplaced order for broadband ? so will have to wait 2 more weeks ! Customer Service wait approx 30 mins, sometimes informed that you need to ring back later as C.S busy ?
Reviewer
Adrian Harper
Location
Derby
Date
07/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The broadband speed is variable but generally okay. However it crashes repeatedly and despite numerous attempts to sort the problem persists. Getting hold of @Customer Services' at Plusnet is a joke. They refer you to online chat (which no longer works), otherwise set aside a couple of hours to get to speak to someone. It took them three weeks to advance my last fault complaint.
There must be better suppliers in the market!!!
Reviewer
Adam
Location
Chesterfield
Date
06/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Switched from BT to plus net believing I would get the same service. BIG mistake.
I only get Internet for 45mins each hour with constant drop out and disruption. Mobile devices are not able to use the WiFi at all it is that bad.
I had 3 engineer visits, only 2 of which turned up.
Customer service is poor, technical department know less than I do and I'm no expert, issues were never resolved and their staff did not log the complaints accurately. Staff fabricated information on call logs and complaint logs to make it look like it was resolved/closed when it was not. Never received any call backs even though I was promised every time. When 2 engineers couldn't fix issue but admitted it was there, PLUSNET threatened me with charges if I requested any more engineers.
All in all, saving 7 quid a month cost me:
-3 days wages from having to wait in for engineers
-Over 10 hours of time and money on the phone to customer services
-Over £50 for various signal boosters which didn't work as the signal was fine just nothing on the end of it...
-Over £75 in data bolt ons to use Internet on my phone (while sat less than 2 metres from the router)
-£21 cancellation fee when I rang and told them to shove it.
In summary I wouldn't recommend them to my worst enemy.
PLUSNET COST ME OVER 400 POUNDS ON TOP OF THE CONTRACT IN ONLY 11 MONTHS
Reviewer
Dexter
Location
Fleet
Date
05/08/2020
Comments:
Any review with more than 1 star is paid - for don't believe them
I made the mistake of switching to plusnet because they're chaper - BIG MISTAKE - This company is beyond a joke
They left me without broadband for days while I am working from home.
The website barely works so I spent several hours per day waiting on hold to speak to anyone from customer services. Eventually when I got through to someone they tell me false information and that the internet will be ready on a certain date when it isn't.
They simply don't care. Finally we cancelled our contract. This is the worst company I have ever had the bad fortune to deal with.
Reviewer
Jean Emmett
Location
Bradford
Date
05/08/2020
Comments:
Absolute rubbish!!! Follow on from my review last week. Still no internet. Sent engineer out who checked phone line...said no Broadband going through line and I need to contact Plusnet themselves. Informed by Plusnet they had sent phone engineer and need to be a specialist engineer. Arranged 1 for today between 1pm and 6pm. Arranged time off work AGAIN!!!! No contact message from Bt advising of appointment so rung Plusnet TWICE. informed engineer WILL be coming. Just had a call from Plusnet (17.00pm) advising no engineer coming as appointment did NOT go through AGAIN!!!!!!. WHAT A WASTE OF SPACE. DO NOT USE THIS COMPANY. Trying to cancel my package after only 1month. Surely I have a good case if they have the cheek to take me to court.
Reviewer
Maureen
Location
Barnsley
Date
04/08/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Joined Plusnet in February because of spiralling costs with another company. I have never looked back, a little bit of buffering during lock down, but fine now. Would recommend.
Reviewer
UK Speeder Consulting Ltd
Location
Bruce building, 115 Percy Street, Newcastle upon Tyne
Date
03/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I never use any worse broadband like Plusnet. Our office broadband always be disconnected automatically.We wasted much time to wait for reconnection. I will definitely cancle the service after the contract expired and never use it. I do not recommend others to choose this broadband unless you do not care the reliability.
Reviewer
Monica
Location
Manchester
Date
03/08/2020
Comments:
NO STARS!!! I was informed when switching online that my Internet service would be live on 3rd Aug (today). The router arrived last week. Plusnet text this morning stating phone line now live, but WiFi going live midnight tomorrow: Never experienced separate dates for phone /Internet going live, didn't know that was possible! So much for promised'seamless transition'!!! Cannot get through to customer service on phone as they are not accepting calls. Now unable to work from home. Looking to cancel contract and switch to another provider. Regretting leaving Sky, speed was extremely slow but at least we had Internet! DO NOT SIGN UP TO THIS COMPANY, THE POSITIVE REVIEWS ARE TOTALLY MISLEADING, SERVICE IS NOT JUST ATROCIOUS, ITS NON-EXISTENT!!!
Reviewer
B Biggs
Location
Wissett
Date
02/08/2020
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
On the whole excellent. Just one gremlin that stops me giving 5*. Recently bought LG tv from John Lewis along with their +Net broadband. When watching All 4 app in particular Walter or Netflix, it is at times slow to load and sometimes unavailable. Mystified as on our iphones, tablets, laptops and PC it is very fast and never any problems. Any advice?
Reviewer
SH
Location
South west
Date
02/08/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
As the Plusnet customer service repeatedly made mistakes at the renewal of our broadband contract, this time I left for Shell energy. I should have done earlier. I discovered Plusnet Unlimited Broadband was slow and unreliable at hindsight. Transfer was very smooth. If you don't want to waste your time , avoid Plusnet.
Reviewer
Jean Emmett
Location
Bradford
Date
30/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Day 1.internet down. Half an hr waiting on phone, did checks, advised would request a check. No update.
Day 2. Advised engineer had been out half an hour after my previous day call and reported the problem had been resolved.....obviously not!!!! No courtesy call to see if it had...still no internet. Advised engineer had been booked to come to premises between 8am and 1pm. Email received to confirm this.
Day 3. 12.15pm still no engineer. Half an hr on phone waiting again!!!!....only to be told the visit had been REJECTED!!!!!!. advised another visit would be booked and get back to me to confirm.
Call back in afternoon from advisor....unable to book visit, requested to do checks which advised I had done and wasn't provided with phone so unable to see if phone line working properly. So after day 3 still no wiser when will be sorted.
Even though told advisors I am working from home and am a frontline worker (social services) there is still no urgency. Absolutely atrocious.
Reviewer
Jamisal
Location
Morden
Date
30/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very unreliable and misleading. I was made to believe that they would have an engineer come over. After the long wait I called them to get updates (23 minutes on hold) and was told that they forgot to register the visit and I’ll have to wait again for them to confirm. Disappointed!!!
Reviewer
Dexter
Location
Fleet
Date
30/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No one answers the phones and support requests. My service was supposed to start 10 days ago and no one has contacted me with any information about it.
Terrible company. Their customer support is so bad they actually make Virgin Media look good by comparison.
Avoid!
Reviewer
Diane Bradley
Location
Devon
Date
29/07/2020
Comments:
Where do I start.Constant problems for over a year. Said I owed them money,Put it in the hands of a debt collection agency, turns out they owe it to me ! During that time i was widowed. All extra stress. NOSTARS.
Reviewer
kris
Location
north east
Date
29/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Worst provider ever... couldn't provide service to my new address, so told to cancel it then insisted I should pay the cancellation fee (despite being no fault of my own). Rang up and couldn't get through, eventually when I did they told me they would sort it and I wont have to pay anything, failed to record this on their system and proceeded to send me a debt letter for £30, 6 months down the line. Poor service and even worse phoneline representatives who obviously say one thing and do another... AVOID!!!!!
Reviewer
SH
Location
London
Date
29/07/2020
Comments:
Unfortunately can not recommend Plusnet. Very unreliable poor broadband. Far below the promised speed of internet. Even though I had fibre. It’s not as cheap as advertised and better price and quality fully available nowadays from other providers. And most disappointingly customer service - not great. Not supporting , not prompt and not pleasant
Reviewer
Puppa101
Location
Southend On Sea
Date
29/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I can't give review of speed or reliability as it's been nearly 3 weeks and the service has not started yet. For reasons of Covid19 you can't speak to anybody on the phone or live chat.
Reviewer
Steve
Location
Market Drayton
Date
28/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Paid upfront on 3rd July 2020 and informed that an Engineer would visit the property on 27th July, so had a day off work. Guess what NOBODY turned up, no communication to let me know what was happening. Ever tried to speak to theses people -no chatline available (unless you want to buy a product) and the helpline - oh dear over 1 hr waiting and then no joy so gave up. Hopeless beyond, stay away from this company.
Reviewer
Honest Paul
Location
Cheshire
Date
27/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Attempted to switch to plusnet because my dumb a** wasn’t smart enough to read any reviews beforehand and I just went with the cheapest one on Martin Lewis’ website. MISTAKE.
Plusnet adverts started popping up on my Facebook due to the cookies, and let me tell you something... the problems I had are EXTREMELY CONSISTENT With the comments other people were leaving on these adverts.
1) the switch just doesn’t happen. They say it takes 2 weeks but let me tell you what happens after 2 weeks: nothing. No communication and no switch and no router. (An overwhelming number of customers reported the same thing although some had received a router that wouldn’t work yet).
2) calling the customer services about the inevitable problem you’ll have will take OVER AN HOUR... and that’s it you ring at a quiet time. No joke. It took me 63 minutes and that was mid morning. There’s also no other way to contact them about issues.
I understand that Facebook comments to adverts are going to be negative... but if you don’t think it’s strange that they all say the same 2 problems then you’re just looking for an excuse to ignore the issues you’ll have by switching.
I think the ‘speed’ and ‘reliability’ stars are referring to the internet provided but since it doesn’t really exist for anyone wishing to switch right now I figured it didn’t make much sense to score it.
Reviewer
Matt
Location
London
Date
27/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
UNBELIEVABLY BAD !!! No customer support - impossible to get through by phone, but no other support available. Ordered new broadband with them on 9/7 and still waiting for it on 27/7. Engineer came last Thursday but couldn't find the doorbell and gave up !!!
Reviewer
Brian
Location
Essex
Date
24/07/2020
Ratings
Satisfaction
1.00 stars
Speed
4.00 stars
Comments:
Just been introduced to Plusnet and told they were very good . So I signed up for m
Home fibre broadband , call package and mobile phone .
The mobile phone sim NEVER arrived even after a chase up call and a promise of delivery in up to 3 days . Today 24/7/20 my phone service went live at 5.45 am and a text message to say it had , I got a friend to come round after work approx 3.45pm to plug in the router and set up the Wi-fi for my phone and tv . After plugging in the router and powering it up , no broadband connection , so reading through all the trouble shooting guides and still no good . So had to call up Plus net . On the phone for 1HOUR AND 3 Minutes waiting to talk to the tech department , while waiting the router started working . So I then hung up . I read all the bad reviews and thought they couldn’t be correct . BELIEVE ME THEY ARE . DONT GET MIXED UP WITH THIS COMPANY , YOU WILL REGREAT IT UNTILL THE END OF YOUR CONTRACT , They need lots more people in there call centres workin , they blamecovid for this ,BUT THEY ARE A TELECOMS COMPANY AND THEY HAVE THERE STAFF WORKING FROM HOME , BUT STILL CANT PROVIDE ANYTHING APPROACHING CUSTOMER SERVICE
Reviewer
andy
Location
WIRRAL
Date
24/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
had plusnet 2 year contract broadband was slow upgrade to the best speed they had for 6 months no better engineer came out was informed fastest i could get was 21mb i was paying for 76mb only got 1 month back of the 6 months extra payment i moved to virgin when my contract was up and they had the cheek to chase for £9 i apparently owed awful company stay clear
Reviewer
Steve
Location
Bridgend, South Wales
Date
24/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Took out broadband fiber, home phone (unlimited calls) & mobile with plusnet, waited weeks to be connected, even though told it would be 10 days, then had huge bill for going over home phone call allowance even though paid for unlimited calls, took months to sort out, passed from pillar to post after waiting 40 - 60 minutes to get through each time and frequently got cut off. ended contract and was told early termination fee would be waived as I was treated so poorly this was confirmed by email the out of the blue 4 months later had a letter saying debt for termination fee had been passed to debt collectors with 25% added on (the very first I had heard about it) rang plusnet to explain, and they agreed to withdraw from debt agency. I have never EVER dealt with such an incompetent company. my advice is to AVOID AT ALL COSTS, YOU HAVE BEEN WARNED.
Reviewer
Judith Levvy
Location
Newcastle upon Tyne
Date
24/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very stressful,
I would never recommend plus net to everyone
Bad service
Reviewer
Judith Levvy
Location
Date
24/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Bad service, don’t follow tv adds,
I’ve had engineers over 3 times and can’t fix the speed. And anytime the engineer turn up there is a £65 charge
I’m so sick of the service that don’t work and I can’t even opt out till August 2021 that’s what the customer service told me.
I would never recommend plusnet to anyone.
Reviewer
jr
Location
cumbria
Date
22/07/2020
Ratings
Customer Service
2.00 stars
Comments:
I've been with Plusnet for 2 weeks, moving from TalkTalk was a huge mistake. The Plusnet service is horrendous, constant buffering and very slow wifi speeds, they've told me that they don't guarantee the wifi speed so I'm now stuck with unusable wifi. The tech department keep fobbing me off, I'm stuck with them for 2 years, this is a nightmare as I need wifi for my work.
Reviewer
John
Location
Over Wallop
Date
22/07/2020
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Awful. Poor speed reported. Open Reach visited and did a few things. Now getting somewhere around 35mbps. Guarantee is 49!! Tried calling support, told lines busy call tomorrow. Tried online chat, not working. Finally after couple of days got through by phone. Asked to take socket apart and remove filter. When I explained Open Reach had visited and there was no point they explained I had to agree to a £65 charge. I said I would if the engineer explained what was wrong. Apart from poor speed line drops regularly. I am only 100 m from Fibre station. Don't believe the TV ad.
Reviewer
matt
Location
newcastle upon tyne
Date
21/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company ever to exist. Been with them for years contract ran our 3 years ago only to be told I cant cancel because I was in a rolling contract and they wanted another months payment. Plus net is a joke. Hold on a minute if I paid up front then why should I have to give you another months payment when im out of contract you have already charged me for this at the start of the contract. NEVER EVER GO WITH THIS COMPANY. They are just a complete joke they should be ashamed we do you proud yeah maybe it should be WE ARE PROUD TO ROB YOU.
Reviewer
Bumi
Location
Edinburgh
Date
21/07/2020
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Since lockdown connection has deteriorated dramatically. Network is unreliable and have to reboot several times in a day to connect. Have been in touch with support who tested connection and assured it was fast. I am working from home for NHS and finding it Very frustrating. Second attempt to contact support to resolve and nobody has been in touch
Reviewer
Alan Hepton
Location
Wakefield
Date
21/07/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The big problem with Plusnet is that they are so difficult to contact. They couldn't be more awkward if they tried.
We have had a fault on the phone line occurring for the second tome in two weeks. They expect you to telephone them; How when the phone isn't working!! I got onto the chat line where they just couldn't care less. They said they couldn't do anything, which means they weren't going to try. They said I had to ring. I managed to get a mobile to call but their call centre is hopeless on a mobile. Pressing the button as instructed just cut me off and I tried several times. I had asked the chat line for an email address of the Complaints Manager but was told that you have to write in. For a company selling modern technology, including email, it is ridiculous to hide behind the postal service. I want action now not the week after next.
I'll just be glad when the contract is finished then goodbye and Plusnet.
How can their customer service be “award winning”?
Reviewer
Ian Matthews
Location
Brighton
Date
21/07/2020
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I had an issue with my broadband cutting it. It took 3 calls to get it sorted. The agents I spoke to were all nice and provided good customer care. Fixing the problem was frustrating but we got there in the end. Overall not perfect but to be honest it was a million times better than Vodafone!
Reviewer
Ben
Location
Southampton
Date
20/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolutely shocking. Trying to find out when my contract is up to cancel this pile of trash Internet - can't get any further than logging in, website just crashes.
Do yourself a favour and use a different provider
Reviewer
Thomas
Location
Northwich
Date
19/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Always look at recent reviews. Date of review 19/07/20.
I was with plusnet for a couple of years about 5 years ago. They were up to their usual tricks of purposely overcharging on their bills. But I could get through to customer services and every time they did issue a refund (3 times in 2 years). This was pretty poor but at least the broadband worked and the customer service was acceptable.
Tried to switch to them last week and my goodness are they in a pickle right now (possibly due to covid?). Attempted to switch online. 2 weeks later when the switch was due we had not been sent the router, had not had any communication at all and the switch did not take place. Called up and I was on hold for over an hour (genuinely!), and was given some bs about how openreach had messed up and that it would need to start the process again. Well I wasn’t silly enough to stick around with this fiasco, so I told them no thanks and to cancel the switch. And what was particularly strange was that the man on the phone seemed pleased for me to say I was off. Like as if the management has been so bad and the poor man felt guilty about how badly the customers were being treated so he more than happy to process my refund straight away. His tone of voice changed as if some joy came to his life from it!
Anyone reading close to the date now: management are in a right mess. Staff and customers are being treated extremely poorly. Stay away from at all costs. If you are currently with plusnet please be nice to the staff as they are probably victimised as much as you. God bless.
Reviewer
tallboyrip
Location
Angus, Scotland
Date
18/07/2020
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Plusnet give a good service for a reasonable price. If you don't need very fast broadband, you'll get a good deal at Plusnet
Reviewer
Natty
Location
Dartford
Date
16/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I gave Plusnet 1 star for all but I don't think they are even worth that! Absolutely disgusting service all round. Everyday constantly the internet drops out,fibre is no faster than normal, customer service is terrible and that's when you can eventually get through to them! Paying for a service they are not providing what so ever. We will be leaving you Plusnet, no return!
Reviewer
Rich W
Location
Bristol
Date
15/07/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I understand that we can't get state of the art Broadband in our area but the speeds we have been getting since switching to Plusnet have been awful, always under 1 mbps, as low as 70kbps making working from home almost impossible. We get next to no communication back from then despite 2 phone calls which I was on hold for around an hour, and I have to log reports on their terrible web interface. I made a complaint again on Monday after we had constant dropouts and unusable internet on Sunday and Monday morning but have not heard back since, although the connection has improved over the last day. I would like some kind of money back due to our poor service over the past month but hear nothing back and I expect we will go back to having dropouts in a week or so as they clearly haven't fixed the fault yet, poor customer service, poor connection, avoid!
Reviewer
Nick Launders
Location
Peppard Common, Henley-on-Thames
Date
14/07/2020
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Plusnet also provides our landline has excellent customer service. The speed varies from good to very good and the router has a reasonable range and is straightforward to use. I am not thinking of switching anytime soon.
Reviewer
Laura
Location
WOODBRIDGE
Date
13/07/2020
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've chosen Plusnet for a second time as I had no problems with them last time. I've always found the connection date accurate and have never had problems with speed or connection. I have given customer service a 3, as I've never needed to contact them {must be a good thing}. Very reasonable price and good service - router delivered well in advance, and notification when service is ready. I plugged in and in 5 minutes was ready to go. No problems connecting PC, phones etc.
Reviewer
Lee
Location
Swadlincote
Date
12/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was told we'd be online in 10 days, 16 days later had to ask what was happening, was told it would be another 3 weeks. Complained about this, said they would look to fast track it, but then didn't respond back about this. Asked again and nothing was actually done. Was given a new date which was in 2 days time. Nothing happened so called again and our date was moved back to 3 weeks time again! Asked to cancel and they did this. Might have stayed if they offered to give our first month free as we never got to use it! But canceled with no questions. Very unhappy as we trusted them to get us online within 10 days, right now our broadband is vital as my wife and I are both healthcare key workers having video appointments daily. We've had to spend a fortune on mobile data to compensate for their error
Reviewer
Irene
Location
Surrey
Date
11/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling company in every respect.I have a guaranteed minimum speed of 2-5 and most of the time they cant even provide that. Customer complaints is a farce, full of broken promises. Avoid at all costs. My previous provider gave me no problems so the fault is entirely Plusnets. Avoid at all costs.
Reviewer
Drew Collier
Location
High Wycombe
Date
10/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been with Plusnet since 2013 and was happy throughtout that time but the last 6 months has been utterly shambolic. Incorrect billing, constantly declining broadband speeds (I'm on a guaranteed 27MBPS service and freqeuently see it as low as 3-MBPS) causing connection losses or frozen streaming. Now having severe problems with the phone service too, which is impacting us both personally and professionally. Customer Service Online chat is suspended and I'm sat here for the 3rd time today trying to get through on the call centre number without any luck (Been waiting 20mins). Abysmal.
Reviewer
Paul
Location
Brampton
Date
10/07/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I joined plusnet becasue of their customer service. I have found this to be adequate if not brilliant until now. An increasingly abysmal Email service gave need for me to call them. My first call was cut off, and they didnt bother calling back, and now there is no online or phone support available. My Email isnt working and therefore I have no effective service. Pandemic or not this is not acceptable
Reviewer
Andrew
Location
Rotherham
Date
09/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Place my order, no updates whatsoever, called them the day before installation, my router had not been sent out and the operator thought I'd be fine with him just sending it out then, no if you can't send a router in 2 weeks when you're trying to get me into your service there's no way I will trust you further.
I cancelled my order and now I've received a bag for my old router that never turned up and a letter welcoming me on my sign up, I'm still waiting on my refund. This company is a shambles, I cannot comment on the service since they can't even process an order, avoid them.
Reviewer
V sykes
Location
Leeds
Date
09/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had nothing but problems fast few months but tied into contract. Numerous complaints have resulted in no improvements, despite paying £35 for their fastest. Impossible to work from home!
Reviewer
John
Location
New Barnet
Date
03/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So who are these imaginary people giving Plusnet a stellar recommendation for Customer Service or should it be Stella because they are obviously hammered on the beers.
No service for 7 days, still not check why it doesn’t work, don’t respond for day citing COVID as the reason, ,lies! And now they want to charge me a cancellation fee for moving to another provider??? I hate you PLUSNET. You have cost me money on my business and my Mobile bill because I am having to use my Data. New line should be “Plusnet, we’ll rip you off and ignore you”
Reviewer
Ellen
Location
Brighton
Date
02/07/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Really bad internet. We have to reset the router multiple times a day just to get it to work. When we called customer services (each time waiting 20+ mins just to get through) we were told if they send an engineer and they find a fault with our hardware itll cost us £65 when the hardware is that which they supplied. Leaving as soon as our contract ends and finding someone better. Internet’s also slow when it does work despite apparently being fibre. Rather pay a bit more elsewhere for reliable internet
Reviewer
Paul
Location
northlincolnshire
Date
01/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After ordering Broadband it took them after changing phone line 3 weeks to connect it. we had no service during lockdown, cost me a fortune in mobile data. called numerous time everyone said they would help. None did the level of incompetence takes some believing. They then lead me to believe I get compensation I did but not what i was led to believe. Band speed isn't everything you have to be moral too. (or speak with yorkshire accent)
Reviewer
Simon
Location
Kent
Date
01/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company for internet ever. Having spent weeks in just a 2.83mbps I've moved to Sky and the difference is phenomenal. I messaged Plusnet regularly from the 29th April and never received anything but automated responses. Even when I said I would leave. They simply don't care and their customer service is literally non existent. Avoid like the plague!
Reviewer
Shady
Location
Fife
Date
27/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Plusnet for almost a year; paid line rental upfront to bring down costs. I am in the process of looking to switch as Plusnet have been utterly rubbish. My phone never automatically connects to the Wifi at home. I have to always connect manually several times a day. When I try to join the network, it says "no internet connection". I usually have my radio on in the background at home via my phone... when I check my phone to see the connection, I find myself back on the 4G connection. It drops me out constantly. I have had network issues several times (light on my box goes red/ amber) and even after following the instructions on how to reset, nothing works. I try checking for local issues- none. I also never received my £70 (or whatever it was) reward. I will just pay the fine and quit ASAP. They are absolutely not worth the headache.
Reviewer
Dunbartuffnell
Location
Liverpool
Date
27/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Since 'upgrading' our internet in 2019 we went October to May with intermittent outages. The resolution of the fault, and subsequent customer service has been appaualing. Our issue tickets were closed every time without satisfactory resolution, blocking us from receiving the promised compensation and now from leaving the contract. I urge everyone to rethink using Plusnet as their provider.
Reviewer
FAlexandre
Location
Somerset
Date
26/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst Supplier I ever had.
I have been having packet loss on a Ethernet Connection (Direct Connection) which pretty much means it's impossible to get a packetloss unless there's something wrong with the line or the Provider is doing some shady stuff.
I have a ticket open for 2 months and this issue isn't resolved yet. Now to add I have the great oportunity of going from 70down/20 up to 0.80down/0.10up. Thanks Plusnet.
Reviewer
Paul
Location
Brampton
Date
26/06/2020
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
If you hanker after the old days, you know when mail took a day to receive, then plusnet is for you. Seriously the email is unacceptably slow and is getting worse (and yes I have applied the 'no sort' fix - it made no difference). This has been an issue for at least 4 years that plusnet seem unwilling or unable to deal with. It is incredibly frustrating. I would have avoided on this ground alone if I had known.
Reviewer
Cara
Location
Mid Wales
Date
24/06/2020
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Been with PlusNet for two years and never had a problem. Speed has always been reliable and consistent, never had issues with network dropping or speeds crashing. I'm on a Fibre Extra Unlimited and I'm always getting 60+ speeds.
I am only one person living in a one bed flat so that could explain the excellent reliability and speed. No idea how their broadband fares with a full household.
The few people I have had to speak with were super friendly and helpful so I would 100% recommend based on my customer service experience.
Reviewer
Jayden
Location
England
Date
24/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet is absolutely shambles, every single day for the past 1-2 years there is constant lag, it used to keep turning on and off and sometimes it just wouldn’t work. The speeds are incredibly awful, right now I get 2.3mbps (download) and 809.4kbps (upload) those speeds are terrible. Sometimes it works fine without lag but still high ping, and then randomly the ping increases to about 1000 and sometimes 4000. If you’re looking for a good broadband, look anywhere but here. You will just waste your money.
Reviewer
Dave
Location
London
Date
23/06/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Plusnet for 10 years in three locations and have never had any problems. Whenever I need to phone them I get get through to the approriate service pretty quickly.
Reviewer
Plumster
Location
DN14
Date
23/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Dishonest business practices - when you phone them to sign up for a package, you don't get the package that they advertise on their website - they sign you up to another one that isn't advertised on the website. Funnily enough it’s exactly the same as the one advertised on the website, but doesn't include the plusnet reward card - I think they must have run out of cards. I phoned to check that my router had been despatched before I was connected but was told that this hadn't been ordered by them on their system, so I would have been without a router and wouldn’t have been able to connect if I hadn’t phoned up to check. And now the router keeps cutting out and interrupting my fibre connection. I’m told by Plus Net that this is a problem that has to be fixed by Open Reach, but I never had this problem with my previous provider. They have a 14 day cancellation period, but this expires before you get switched on so is useless. Not impressed so far and I’ve only been with them for 5 days.
Reviewer
Justine
Location
Cheshire
Date
21/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish company. I dont usually leave reviews but I felt it was my duty to warn people. The internet is poor in itself. Always glitching when trying to stream Netflix. Always going off and then back on, just inconsistent service. The customer service is probably worse though. First they changed the name on my account without my permission. They only changed it back when I went higher up because at first the customer service advisor wouldn't do anything to help me. Secondly they closed my account & gave me no warning. I received an email saying I had 14 days to pay an outstanding balance & got 5 emails in a row saying different amounts were owed, as it was unusual I rang them and the informed me my account was already closed, it's already with a debt collector and theres nothing they can do about it. They left me isolated without warning and the customer service representative was rude and didnt care at all. Disgusting service. Go with any other company but them.
Reviewer
Carla Cunningham
Location
Hyde
Date
19/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Gave plus net the benefit of the doubt because it was cheap, can see why it's cheap now. I've waited 2 weeks for installation they couldnt do it on the day, the engineer said another 48 hours and it would be on but it still isn't. I now want to cancel because they haven't fulfilled our contract but will not be able to get my £75 installation fee back for the installation that never happened
Reviewer
Satisfied customer
Location
Coventry
Date
17/06/2020
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Having tried a number of different providers in the past we've found Plusnet good value. Customer service, while not perfect, has been far better than our previous experiences with BT. The connection is pretty reliable - we have 3 people working and studying from home, participating in online videoconferencing, streaming videos and playing games and have not had any major problems with our unlimited fibre account. Based on our experiences over the past 3 years I'd recommend Pluset as a broadband provider.
Reviewer
Abigail
Location
Edinburgh
Date
17/06/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have been with plusnet for over 10 years, infact I think they were called EdNet when I signed up with them. They have been great until recently. Since lock down I have the broadband speed to be terrible. It drops from time to time, my internet phone is no longer usable. I have tried to call to report this twice. The first time on hold for 40 minutes. Second time on hold for 20 minutes. Finally spoke to someone that said oh I need to put you through to technical support (not an option on the menu when you ring). She seems to have put me back into the original loop with only options are new customer or customer services.. so 30 mins of waiting so far and I know I am going to go through same loop. There Bot is also not working on their website.. So disapointed!
Reviewer
Mrs Patterson
Location
Belfast
Date
16/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
annoyed26
Location
Preston
Date
16/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
Speed King
Location
Guildford
Date
13/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I was with PlusNet a long time. Over that time the price I paid went up and up and the service and speed went down and down.
Some of their staff haven't got a clue what they are on about and know nothing about IT, if you are lucky you may get hold of someone who knows what they are doing, but that seems to be the exception to the rule and most don't seem to care about anything apart from getting you of the line as soon as possible... They will even lie to you.
I had the customer services tell me the problems with my speed must be to do with my equipment. A number of different engineers where sent out and they all said it wasn't a problem my end. It never got fixed and I was basically told it was my problem as they could not do anything to rectify it. I got no apology for the bad service so I left.
The only good thing was the reliability, but for some unknown reason it would always stop working for 24 hours every month just after they took the payment for the next month. A lot of my questions went completely unanswered and this was one of them.
Would I recommend them? No not in good conscience, there are a lot better companies out there. I went for a little local company in the end. Slightly more expensive but the speed and customer service is in a different league the reliability has been great not a single drop in service.
Reviewer
Barry grant
Location
East sussex
Date
13/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had so much trouble with plus net it has been the most stress full experience in my life they promise to call back and don’t they kept me hanging on the phone for over an hour and then there was no one there the manager was supposed to call back in four hours and I am still waiting after four days if you want stress go with them
Reviewer
Jeremy
Location
Hanpshire
Date
13/06/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Had a fault at the tail end of 2019 which did eventually get fixed by having to go through the exec office and the guy who fixed it said if there were any more problems to email him. Sure enough the fault returned in March so I emailed and had a reply saying tha I should not be using that email address and go to customer service, I emailed back saying I was told to use that email.......no reply. I have since emailed twice more copying in the group chairman (Grouo being BT) and still no reply so have some to the conclusion that if the chairmans office cant even be bothered then why are the rest of the staff going to be bothered.
They have also increased my monthly payment by double and not even told me as I'm apparently 'out of contract' so I am about to be completely out of contract and leave I would suggest giving a very wide birth.
Reviewer
Peter M
Location
Caldicot
Date
12/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Pretty dire from PlusNet. Over the last 5 years, I've been with Sky, Virgin, Vodafone (Current) and PlusNet (Although PlusNet was in the wife's name). PlusNet has been by far the worst for speed, reliability and customer service.
Firstly PlusNet's retention model is the old 'once your contract is up we will double your price unless you sign a new contract with us or leave but if you leave you'll have to be on top of when your contract is up otherwise you'll end up paying a month or two of double cost'.
Secondly, their speed has been the worst. Perhaps that is down to their cheap and nasty router.
Thirdly when we had PlusNet we would have mini dropouts all the time and would lose connectivity for about a minute. This was really annoying!
Fourth, I found their customer service to be rude and reliant on having once come highest on some satisfaction survey at some point in the past.
Awful service and will never go back.
Reviewer
Fred
Location
Dumfries and Galloway
Date
12/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
This company lie and cheat. They originally gave me a price of 18.99 per month for phone and broadband. However they charged my £28.95 each month and would not accept their own email or contract to reduce the costs. I spent over an hour on the phone with them getting an emergency line fix as I use a care call system. They asked very intimate questions said they had submitted an urgent call that would take 2 days to fix. Openreach came the next day but confirmed the call had not been put in as urgent and it was just luck. Don’t not use them.
Reviewer
James
Location
Hampshire
Date
11/06/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Internet speed hasn't been great recently, but I'm on the cheapest package. So I decided to upgrade to fibre last week and they said it would change over yesterday.
I ring them up today to find out why I'm not getting improved speeds, and it turns out that not only is it now scheduled for next week (no notification from them that they'd changed this), but they hadn't actually put in the order for my new router that I'd paid for either...
Reviewer
Zdzislaw
Location
Northallerton
Date
11/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Paying over £45 for internet that cant handle 2 devices streaming netflix. Download speed was in the 5mbs, tried ringing plusnet been on hold for 40 minutes then they hung up. Would rather get corona virus than to stay with them.
Reviewer
Emil Donkov
Location
Tipton
Date
10/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Nothing different than the other small providers, even their 'great' customer service is a big disappointment, I rang on 9/6/20 to report a connection issues and the advisor told me: '... don't interrupt me...' while i've being trying to explain the issue.
Reviewer
Dave
Location
Essex
Date
09/06/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I recently came to plusnet broadband its worst broadband ever always cutting out and losing wifi or slow connection... called customer service never got no help all I got I email over a guide line on how to change channels very poor service will be switching over too sky services I wouldn't recommend plusnet.
Very poor broadband n bad customer service
Reviewer
Alastair
Location
Addlestone, Surrey.
Date
07/06/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
We were with Plusnet for 7/8 years.. I chose them because of the award winning customer service which was awful.
Soon after joining we had an intermittent problem. It was then I found Plusnet were poor in delivery, service and resolution.
Loads of 60 min cs calls Waiting and In 7 years it was never resolved until I paid for it.
Useless. Less than poor.
Whenever I spoke to someone I was told it was my end. They sent charts, suggested changing hub channels (after I had told them twice I had already done it),
So I listened to them and bought a nighthawk router. £165 to fix the one thing that could be wrong. No change.
I gave up for a couple of years and then during Covid I picked up the mental fortitude again. This time I got someone that really tried to help but, now, after 4 circuitous email I paid for an engineer to come and fix it. He changed the lead from the sub box (which is 20 feet from the house) termination box and cable. And it works a treat.
Plusnet are poor in spirit and delivery. I’m so glad we left
Reviewer
Harshit
Location
Haverhill
Date
06/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is one of the worst broadbands, i have had since we use to have those dial up connections. Sometimes we are getting download speeds of "0.5 Mbps", forget about video streaming, it won't even open a webpage.
I mean how can a broadband company in 2020 can be so so crap. To top it up plus net customer care is pretty useless (they claim to be the best). They keep telling you to change your broadband channels, the funny thing is the speed is so crap that it won't even open the "192.168.1.254" page. And even if you manage to do that, the speed stays the same.
A warning sign to future customers don't make the mistake of getting broadband with this cheap supplier, it is not worth saving a few pounds/month for such a crap internet, you will suffer on a daily basis.
Reviewer
Dylan
Location
Date
04/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Without a doubt, the worst internet going. If you're reading this just leave and go with another broadband. You can't have more than 3 devices at a time with this heap of ****
Reviewer
Janet
Location
Hertfordshire
Date
03/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Just read a few reviews and wish I hadn't signed up to Plusnet. I completed application and money was taken out 3 weeks ago after being told 3 to 4 days you'll be connected 3 weeks later I rang to be told my order was cancelled. No idea what that was about so they've proceeded my order after I rang them then got an email to say another two weeks before I'm connected to phone line no mention of broadband.i should of gone with Vodafone.grrr
Reviewer
RB
Location
Nottingham
Date
30/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
If I could give zero, or even negative numbers, for satisfaction I would.
I was with Plusnet several years ago and the customer experience and service was pretty good, so I thought I would give them another go. This turned out to be a HUGE mistake!
To get the broadband working took nearly two months and ruined my Christmas, as I could not use any of my normal online services, easily order presents online for family etc. I was actually told by one of the advisors to use my mobile phone data if I wanted to use the Internet! Not very smart for a broadband company. In fact, I had to change my phone contract just to get a bit more data to see me through, which obviously cost me extra.
It took many phone calls (they don't call you, you have to call them) including hours of waiting and listening to their rubbish music. It is surprising how often they experience "an unusually high number of calls at the moment". Maybe they just have an unusually low number of people manning the phones? One time I called, was put on hold and they only picked up the phone well over half an hour later to tell me that the office was now closed and I would have to call back the next day.
Initially it took a few weeks to explain to them that my broadband and telephone weren't working, but they insisted their tests showed it was fine and so it must be working.
Then there were 4 or 5 failed attempts to get an engineer around, including one appointment on a Saturday because "engineers don't work at the weekend". Great, so don't tell me you will send someone round on Saturday then. Not difficult to work out really.
Even then I was still told I might have to pay a call-out charge for sending an engineer to have a look at it (although I didn't in the end, it still worried me some at the time, as my income wasn't that generous).
By way of compensation for all of the hassle I had to endure they offered me a £6 refund for the broadband. Nothing about the line rental which I had paid in advance and couldn't use. Six pounds for all the time and aggravation they put me through.
When the line was finally connected, I asked if I could leave without penalty as I had already had enough of them. They agreed I could, but they told me I would not get a refund on my line rental (about £200). So I was "free" to leave, but it would cost me £200 if I did! When I challenged them on this, I was told by the so-called customer service operator that a team leader would call me back and discuss it. After a couple of months with no call back, I called them… again. Not even an apology from them and they still couldn’t give me a straight answer to a straightforward question.
Even now the quality of the phone line is so bad that I can't use it to make phone calls, but I don't really want to deal with them anymore, so I guess I'll just have to live with that. Probably it would take another few months of messing around and I would be charged for the pleasure.
So now I am stuck with them for the next year or so, or else I lose a substantial (for me) amount of money.
If you like being treated like an idiot, lied to repeatedly and then ignored, then Plusnet is the perfect company for you. If you want simple, honest service, then look elsewhere.
"We'll do you proud"? "We'll do you over" is much more accurate. Frankly, a disgraceful display from a once decent company.
Avoid, avoid, avoid is my advice to anyone thinking of choosing them, but I think you have probably worked that out anyway.
Reviewer
Paul
Location
Poole
Date
29/05/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Have a terrible upload speed and Plusnet don't seem able or willing to assist. Plusnet I am not dismantling the master socket and use a cable 3 times in 24 hrs to give you readings, this is your problem to fix but as you say I have to wait until September to leave or pay a release fee or pay for an enhanced package.
Now to cap it all I can't access my a/c and the internet is littered with people having this problem going back several years.
Reviewer
Matt
Location
Birmingham
Date
29/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've now been 2 days without broadband since they took over my line, without delivery my router in time.
I'm having to have unpaid days off work as a result, and they just don't care. 'nothing we can do sir...' And they mention it in the router despatch email 'it'll take 3 to 5 days to arrive... We aren't liable for it being late etc etc etc'
In that case, don't dispatch it on a Wednesday and take over my line on a Thursday, you idiots.
Getting the router to me within 4 weeks was too difficult for them. How very embarrassing.
The problem is if I cancel, I'll have to raise a new order with someone else and be without even longer.
Avoid at all costs.
Reviewer
Reg
Location
Date
29/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not quite so honest as they say, they increase charges when they promise not to.
Reviewer
B Wilson
Location
Chiswick
Date
27/05/2020
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have been with Plusnet for years and only recently I am having problems with the land line keep crackling and not able to speak or be heard. When I call Plusnet to raise the issue they want to charge me for an engineer to check the green BT box at the end of the road where I know the problem is. When I was with TalkTalk I had the same problem and they told BT and it was sorted. Now I call Plusnet for the same problem and get told there is not a problem with the line but we can charge you for an engineer to come out and test it. BT bought out Plusnet in 30/01/2007 and BTs dirty little tricks are beginning to seep in to a good company that does not deserve to be connected with such a terrible company like BT. I have been praying for BTs demise right back to when they were the GPO as we all paid extortionate bills back then as they were the only telecom company allowed to operate back then.
Reviewer
David
Location
London
Date
22/05/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Two years ago we had Sky Broadband and it wasn't amazing so we decided to switch to Plusnet as it had fair reviews -I wish we hadn't. We got tied to an 18-month contract and we started having problems since month 1:
a) Download speed is below average
b) Upload speed is the worst ever. Cloud services that use syncing such as Google Drive, Dropbox, etc. suffer a lot from it. Attaching files over 1 MB is a real pain as they take several minutes to upload, don't even think of sending videos online because it's impossible.
c) Sometimes it disconnects for no reason.
d) Video calls are frustrating.
Tried using their technical support and it's useless. "Changing modem channel", "resetting the modem" and "unplugging/plugging the phone line back again" is as far as their knowledge or attempt to help goes.
You would think that they would be more understanding because of the requirements of many customers having to work from home due to COVID, but NO, zero empathy and customer care.
Still 6 more months to go and can't switch because the penalty fee is almost the same as the price for their service for the remaining period, so having to stay with them and trying not to cry every time they fail again (every other day).
Reviewer
Andy
Location
Hampshire
Date
20/05/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Switched over today to PlusNet. switch took less than 5 mins!!
Wow excellent service
Reviewer
Christian
Location
Oxfordshire
Date
20/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Everything seemed fine (if a bit slower than previous providers) until we moved house I would strongly agree with another person who lamented the issues they had with moving house and various phones calls.
I dutifully telephoned plusnet and informed them that we would be moving home in a fortnight and the cheerful chap on the other end said he’d changed my address and that it would just be a matter of ‘plug and play’ at the new property.
When I came to connect up, we just got the amber light and the ‘b’ icon. So I phoned the ‘provisions team’ who assured me that I would be online by midnight. Woke up the next morning only to find nothing had changed, so once again phoned up and was given what I thought was a direct number to the right department, but turned out to be the main number, having gone through all t he laborious security checks. Eventually I got through to a kindly older sounding gentleman who didn’t seem to have any knowledge about what had happened previously and assured me it was an issue with openreach and that am engineer would be sent to the box on the street. That was this morning so will see what happens. As the other reviewer said in an earlier lost, the staff seem very obliging, but they don’t seem to know what’s going on. The television ads always portray themselves as being hassle free and that they’ll ‘do you proud’, but I’ve only been with them for a relatively short time and the connection speeds are slower when it’s working and moving house was a nightmare. Would not recommend
Reviewer
Peter
Location
Preston
Date
19/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Left Without Internet for Over 3 Months Due To Plusnet Incompetence! Plusnet were due install internet at my new address. On 13th March we received an email confirming that the service would be setup up and specified the correct address they had been given. They requested that the installation would take place on the 30th March with Openreach.
Following this I received an email stating that on 28th March stating that they would have to delay the installation until 9th April. We called them on 9th of April after having received no internet. Then we had a visit from our next door neighbour asking why their internet and phone line had been cut off and transferred to Plusnet. They then showed us a letter that was sent to their address not ours from Plusnet stating that the internet was due to be installed at their address instead of ours. Clearly Plusnet mixed up the address and cause this whole problem (despite trying to blame Openreach).
BT corrected the issue for my neighbours and Plusnet stated that our internet would be reinstalled to the right address within 7 days.
On 17th April Plusnet sent an email saying we would have to wait until June 2020. Following this, on the 28th April Plusnet have confirmed that we will have to wait until 23th June. Now on the 7th May Plusnet sent us an email about referring any complaints to the Ombudsman service.
All of this trouble and inconvenience has been caused by Plusnet's incompetence. The following lies and deceit and their reluctance to rectify the situation or help us in any way have only made it worse. To add insult to injury they repeatedly tried to charge us for internet service they we not providing during this time.
Repeated promises have been made and then not fulfilled. We haven't been offered any reimbursement for the expense of using mobile internet and huge inconvenience this has caused. Incidentally the 3G/4G signal and phone signal in my rural area is extremely poor so often we struggle to get signal or a working connection. We asked for a 4G hub but Plusnet declined to do this or anything else for that matter. In essence they seem to be saying you must complain to the Obudsman because unless you do we are not going to do anything to help you. This must be the worst customer service experience i've ever encounted with any company.
Reviewer
Dom
Location
Brighton
Date
18/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'd advise people to avoid Plusnet. When I moved house in February, I spoke to their homemove team and they informed me that I could upgrade from ADSL to fibre for only a couple of pounds more per month.
After a month in the new property and two visits from BT engineers, I eventually got online. The broadband service was fine for about a fortnight, then started dropping out. Since then, I've had no broadband for up to eight hours at a time, almost every day. I'm currently trying to work from home while shielding for medical reasons: I'm unable to do this or use the internet to order food or even watch TV.
Their customer service staff are always polite and friendly, but don't seem able to achieve anything other than put me on hold for extended periods while they speak to another team or promise to call me back (which they hardly ever do)
After three months of loss of service and a maximum of 3mbps (I was promised 30-40mbps), with further engineer visits, changes of routers, changes of microfilters and random tinkering while keeping me on hold, one of their tech support staff told me last week that I'd never been upgraded to fibre optic. They tell me that the upgrade will take place in 10 days' time, but I'm not hopeful that this will happen - and even if it does, I suspect the problem will persist.
There are much better providers out there: I'm currently working out how to get out of our contract to find one that can provide something even vaguely reliable.
Reviewer
Jonathan
Location
Rugeley
Date
18/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Spent the best part of the last 6 months trying to get an internet connection that doesn't resemble 90's dial up. Met with the same set of stock responses every time I speak to a member of Plusnet staff - 'It's because you are so far away from the nearest signal box'; 'Try changing the channels on your router'; 'purchase a WI-FI booster to improve connectivity as everyone is competing for WI-FI at the moment'; 'I'll log this with the faults team who will respond within 72 hours; 'upgrade to fibre'. I eventually gave in to the latter suggestion (which conveniently tied me in to another 24 month contract) and it has made absolutely no difference although apparently I am definitely getting at least the minimum guaranteed speed. No option but to stick with this terrible connection for the remainder of my contract or buy myself out. Would not recommend Plusnet to anybody.
Reviewer
chris
Location
bucks
Date
16/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rely on internet as vulnerable person - speed down to 3mbps for over a week now and unable to do internet grocery shopping. 3 days to get through (min 20 min wait) and eventually met by customer service rep that couldn't really give a Monkey's - best was a promise of 3 more days before the fault team would pick up my complaint.Used to be an excellent company but now about the worst.
Reviewer
Pedro Ferreira
Location
London
Date
14/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Plusnet kicks you when you are down and is trying to cash in on Corona Virus. We have been charged for the full service, PLUS penalties because we could not meet our payment obligations on time the during corona virus closure of the business. I informed Plusnet that we were temporarily closed due to corona virus, and that we were unable to make any payments until we received financial aid. Plusnet said they could only freeze the account if we unplugged the router, but as the CCTV needs to be linked to the net for security and insurance purposes - i could not unplug. The promise a grace period of just a few weeks and make sure t ends before you get financial aid so they can penalise you. A company this size taking advantage of people in times like this is a disgrace
This is what you get for being a long term renewing customer.
Reviewer
Richy
Location
North east
Date
13/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Terrible reliability, speed is generally good, however terrible at times.
Customer service and tech department is dreadful.
Just avoid.
Also check out their facebook page for dissatisfied customers.
Reviewer
Sue and Nick Bussiann
Location
Camborne
Date
08/05/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Reported a problem with loss of internet. Had a reply and help immediately. Also emailed us advice if problem returned..First class Service as always ..
Reviewer
Caroline
Location
Aspull
Date
07/05/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Switched today was very apprehensive because reviews weren't great.no problem up and running all devices connected speed fine. Very happy.
Reviewer
Brian
Location
Sussex
Date
07/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I could give a minus score. Overall one of the worst companies to deal with. I agree with some of the below, when I called to set up the service was great but after a few months it starts to slow and then you have to call!
Generally the agents I spoke to were very friendly but couldn’t fix the problem, always offer call back but only 1 out of 5 calls were returned meaning I had to call back and be put on hold for an average of 45 minutes.
To add to the above I moved home, around 2 miles away from my previous address. For some j known reason my bill went up by £10 per month for moving home, no additional services.
As I didn’t have broadband for a few weeks I had to buy more data at a cost of £70 and then didn’t receive broadband for a month so I was out of pocket by £100. I fought long and hard after being told they would offer nothing to £30. Eventually I got them to agree to pay my costs. This is not compensation, it’s simply returning me to a net position.
I also wanted the option to leave after receiving the worst customer service I’ve ever had I.e. I was told they couldn’t call me back or the reason for the long wait times were due to them prioritising their new clients! One of many examples.
They came back and said I could leave but they wouldn’t give meh lost expenses due to termination fee wiping it out. They couldn’t get their heads around that not being acceptable.
Well done if you’ve read this far.... after waiting 2 months (I thought it was due to Cv19) I message to ask when I should receive the £100. They said they assumed the case was closed so I’d have to raise another complaint. Are they joking? So I’ve received nothing but poor service and am worse off.
Please do yourself a favour and avoid this company.
Reviewer
Mr N Stebbings
Location
Norwich
Date
07/05/2020
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have been reviewing other broadland suppliers and all seem to have bad reviews, I have been with plusnet for 10 years including a home move, and have had very few problems plus the broadland speed has been reliable and reasonable speed , plus they were the only company not to charge for installation!
Reviewer
Craig
Location
Newton Aycliffe
Date
06/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When you first talk to the and have the broadband for the first 6 months everything will probably be ok until after that point and then the internet slows down they fob you off waste loads of time until your renewal comes and then the price goes up lots and they then give you really bad attitude and really start to show you they couldn’t care less .
Probably the worst company I’ve ever been with don’t believe them don’t trust them AVOID at all costs
Reviewer
Rhodri
Location
Rhymney
Date
06/05/2020
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Line can be a bit long to get through to in occasion. But can't say I've ever had a problem with Plusnet. The router gets internet all over the house without any extensions needed. Never capped, have a 30mbs plan and normally around the 20 to 25 mark. I'd stay with them if I could, but I can't get the best deals as an existing customer, so have to move.
Reviewer
SOPHIE GRANGE
Location
NORFOLK
Date
06/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would never recommend Plusnet to anybody, I have had ongoing issues since March, problems after problems, things said they were done and haven't been done, having a phone line cut off with no heads up or discussion prior to causing the company to lose business, being billed for two separate accounts when there should only be one account open, constantly calling customer service and having the phone cut off 3 consecutive times in one morning, each phone call I am on hold for 45mins at least, being supplied with wrong phone numbers which is taking me around circles. Advisors attempt to assist but nobody seems to know what they are doing. Advisors say they will call back but don't. I appreciate this is difficult times, but this all started occurring prior to the pandemic therefore I don't believe there is any excuse.
The sooner we come away from Plusnet the better.
Reviewer
Steven McCall
Location
Durham
Date
05/05/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Satisfactory fibre until lockdown. Now random dropouts and slow speed every hour or so. Could not login to online account, online chat closed so called support & after a wait I was told to call later as all systems were down.. Great, well done solved my working from home connection issues no end, not.
Reviewer
Brett
Location
Birmingham
Date
05/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish
The router looks like a cheap imitation
Reminds of of the cheapest toys I get
When I open a cracker at x mas
Poorly made cheap cheap cheap
The old saying goes you buy cheap you buy twice
Stick with the big companies that know what there doing
Reviewer
AARON BOND
Location
MIDLANDS
Date
04/05/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Plusnet pride themselves on customer service but don't actually stand up to their claim. They secretly add add-ons to your package that you don't know about and without telling you double the cost of these. in hard times as we are all currently experiencing due to Covid-19 they were unable to offer and financial help unless you're willing to sign up to a new contract term. I'm done with them forever!
Reviewer
John Miller
Location
Glenrothes
Date
04/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Impossible to get online chat.
Impossible to get through on the phone.
Broadband password does not work
Useless!!!!
Reviewer
Ronnie Lane
Location
Peterborough
Date
03/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give minus scores below zero would. I've been left without internet for over month because of Plusnet. They have still charged me for the zero service and internet they failed to provide, I have been told I must write a letter to claim my money back. They have given us excuse after excuse. As a care manager (a key worker) not only do I go to work caring for vulnerable people but I also work at home on my laptop after hours. Sadly I haven't been able to this. Plusnet have put me in such a position with my job, especially during recent events. I have been without internet since 25th March 2020, it's now 3rd April 2020. Awful, awful company. All I want us the internet I have paid for! AVOID THIS COMPANY!!!!!!!!!!
Reviewer
Chris Tyrrell
Location
Thornton-Cleveleys
Date
30/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I never leave reviews but here it goes. Please do not go into contract with this awful company. I am now stuck in the contract for 18 months.
How they can get away with lying is beyond me, I am supposed to be paying for fibre and am getting connection speed slower than dial up.
Their engineers never turn up and I just wish I had read the reviews before leaving BT. How this company are allowed to trade is beyond me.
Reviewer
D Wilson
Location
South East
Date
28/04/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
After 2 years with Plusnet I made the mistake of thinking I could get better/faster deal though a competitor but the promises of faster speeds were empty promises. I soon realised my mistake so activated my 14 day cooling off period then called Plusnet to see if there was anything they could do for me. They were amazing and welcomed me back, fixing all the damage I'd done along the way. Thank you Sheetal for your kindness and efficiency. It's good to be back!
Reviewer
Jason
Location
Winchester
Date
27/04/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have been a phone and broadband customer of Plusnet for several years, and am very happy with them. Their UK call-centre is helpful and responsive. I have recently phoned them several times with for technical support during the Covid-19 lockdown period, and despite these busy times, have still been speaking to a real human being with only a coulple of minutes' wait. The help I have received every time has been excellent.
Reviewer
Michael
Location
Walton-on-Trent
Date
26/04/2020
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Swapped from sky (kept putting price up) plusnet promised 67mb for what I was pay the same price to sky for 36mb - rarely get more than 25mb varies constantly between 25 & 50mb certainly not as reliable as sky hub by a long shot
Reviewer
Philip
Location
Yeovil
Date
26/04/2020
Ratings
Satisfaction
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
We moved from Sky when the price went up. What a mistake. Although the move was completed with no problems that’s the best bit! The broadband connection is constantly dropping out and I am having to force my Sky and laptop to reconnect with monotonous regularity! I have followed the online guides but nothing improves the connection. If we didn’t have to pay cancellation charges we’d have moved back to Sky already. Very disappointed.
Reviewer
Margaret Irish
Location
Hartlepool
Date
25/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The worst company I have ever dealt with. Initially changed me over before the agreed date. Despite a request and promise I would keep my original phone number the number was changed. I had to contact them after 3 months to tell them they hadn't been taking payments from my account. Payments have increased twice since taking the contract out in August 2019. Can't wait to leave, but when I finally manage to get through to them I imagine the get out payment will be too much for me to pay. Would not recommend them to anyone.
Reviewer
Steve
Location
Gloucestershire
Date
23/04/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
We have been with Plusnet for several years. Last year they allowed accidentally for Sky to take over the line and broadband without our consent. This resulted is us not having broadband or a phoneline. After a great deal of stress - Plusnet had to put a complete new telephone line in to reconnect our service.
This year upon renewal I have telephone them and was told someone would call me back to discuss renewal options with me - its been 7 days and counting and this is even after opening a complaint with them. So much for "we'll do you proud"!
I'm thinking of leaving to go to Zen - it costs more but hopefully customer service is better!
Reviewer
Sue
Location
London
Date
23/04/2020
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The customer service team was fine. Wired Internet speed is as advertised.
The Plusnet One home wireless hub is complete garbage with rubbish signal.
Switching from TalkTalk the signal is significantly worse. The signal does not travel far or though walls like our previous router and it is very dependent on the directions it is facing. If you don't have it in a far corner of your house then half your house gets no signal! But, the range is so poor you won't get signal the other side of your house anyway. I have had to get ethernet over power adapters to compensate for how bad the Plusnet one home hub is. My advice, go with TalkTalk, just as cheap with a much better router.
Reviewer
James barber
Location
Colchester
Date
23/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Paid upfront for a year, apparently something went wrong with the application, although payment for over £200 taken, many conversations later and they want me to pay again and will refund the amount, the amount hasn't been refunded, apparently there was a problem with the refund! I paid on 30th march, refund apparently sent on 9th april, today is 23rd april I have neither broadband or a refund, absolute joke of a company
Reviewer
Xbox one user
Location
Date
22/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
steaming pile of ****, reconnected my Xbox 6 times today, constantly resetting my settings, my new Xbox will be on last legs before I know it if this carries on, cheers plusnet
Reviewer
Phil
Location
Exeter
Date
21/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Totally unreliable. Far far slower broadband speed than promised and drops out altogether, sometimes every 20 minutes or so for a few minutes until the router resets.
If I could give zero stars I would!
Reviewer
Paul
Location
Tyne and Wear
Date
20/04/2020
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Plusnet USED to be great - but now theyve gone right downhill - i had 80MB at sign up and after 8 months its 63Mb... they also overcharge A LOT including myself as they have a problematic new billing ystem - they owe ME money and deny it!!!! go with SKY trust me wished i never left
Reviewer
Muriel Boyall
Location
Lincoln
Date
17/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Like any product it is fine until something goes wrong.With plusnet it is very difficult to sort out a problem as you cannot directly contact any one.
It is very frustrating firstly to put your query over and then to try to get the full story of an extra charge.The lines of communication are not there.I now think it is better to pay extra for a better helpline where you can communicate with a person
Reviewer
Becky
Location
Edinburgh
Date
17/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling company with disgustingly rude customer service agents. The internet rarely worked and when it did, it was painfully slow, but the worst thing was the 'customer service'. Incompetent at best, outright rude the rest of the time. They ignore emails and messages, and are unpleasant on the phone. I have cancelled my account with them finally and would never use them again, even if they were free! To save yourself a lot of frustration, please use any other company out there, regardless of cost or deals, you'll regret signing up with Plusnet.
Reviewer
Richard
Location
Birmingham
Date
17/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When changing to fibre broadband Plusnet messed up my connection and left me without any internet for nearly a month. They did not listen to what the engineers were telling them and so I had to finally cancel my service. They promised me a refund of the line rental I had paid up front then reneged on this. They promised me compensation for the lack of service and additional costs I incurred as a result of having no broadband and also reneged on that. It doesn’t appear to me that they can be trusted at all.
Reviewer
pscott
Location
dorset
Date
16/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had broadband installed at a new property and it was unusably slow. Contacted Plusnet and was told I 'should give it a few weeks and the connection would improve'. It didn't. When I called them to cancel, I was told I was 'outside of the 14 day cancellation period' so would be changed nearly £200 to cancel! Do you proud? Rip you off more like...
Reviewer
Ron de Baas
Location
London
Date
14/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Super slow internet connection and terrible customer support. Avoid.
Reviewer
Sarah
Location
Durham
Date
12/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible no internet for days and when u get in contact asking for help they don't even bother to reply or help.
Reviewer
Krzysztof
Location
Gorebridge
Date
12/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet is the worst broadband I've ever had.
I do not recommend to anyone
The contact wasgood only on the day of purchase.
Plusnet is a one big joke.
Reviewer
Keith Knight
Location
Coychurch, near Bridgend
Date
11/04/2020
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
In essence I am reviewing BT Openreach. All the DSLAM boards in my lcal fibre cab are HOT, i.e. oversubscribed. Openreach use covert service capping to throttle the bandwidth so they can accomodate new customers at the cost of good service to existing customers. Plusnet deny this but I have spoken to Openreach technicians who confirm this. Plusnet refuse to do anything unless the bandwidth is below the new lower standard (average max speed) I have multiiple mini dropouts and bandwidth fluctuations. The average speed is good (now 32mbps) but is dropping regularly (originally 37mbps) with no plans to repair pathced copper lines or upgrade the system by building new cabinets or providing FTTPr any hybrid service. Our line length is too long for G.Max at 993m. My gripe is that I pay more each year for a deteriorating service with no published plans to repair the copper network or upgrade the service. Also Plusnet customer service has taken a nose dive. An analyst who promised I would always be able to contact him has disappeared and nobody will talk to me. Switching suppliers is pointless as they all use the same Openreach network. Twice the speed is available a few hundred feet away but it is a different exchange and they wont/can't connect me to it. I can't see what the future holds and I just want to use the service instead of constantly having to worry about it.
Reviewer
Bretonniere
Location
SW3 6BU
Date
10/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
We have been with Plusnet for more than 10 years and the quality of the service has significantly deteriorated.
There are regular breakdowns in the broadband service and the customer service is usually incapable of helping.
This company has become a total mess.
Reviewer
Roy
Location
Lincolnihire
Date
09/04/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Don't fall into the trap of paying a years line rental at a cheaper rate, it prevents you from changing packages midway through a contract.
Reviewer
Lisa Henson
Location
Bristol
Date
07/04/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My braodband is really slow and is diping in and out of signal keep losing it i contacted plusnet they ssid something connected to my broadband was slowing it down and using a lot of its power the only things conected to my wifi are my phone tablet sky tv and my heating control surely this is not overloading the wifi. And i don't use all of it at the same time.
Reviewer
Derek
Location
Wiltshire
Date
02/04/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Advertise min 66mb, Guaranteed Speed 43.8mb no live chat only call in.
wow that is a 33% over estimation. Currently 48mb. I know what I will do when contract ends
Reviewer
Owen
Location
Mold
Date
01/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you want to use the internet avoid plusnet at all costs ! Been nothing but terrible since we got it. We will be leaving as soon as possible
Reviewer
James Marshall
Location
Hadfield
Date
28/03/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Connection went without hitch. Downloads stable and good speed so far. Cashback cheque received OK. Billing correct.
Reviewer
Colin Iles
Location
Torquay
Date
28/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have just looked at other reviews and I see most people have the same opinion as me. DONT JOIN PLUSNET!. I am the wrong age to be very computer literate, so assumed that using Plusnets own email service would surfice. What a complete load of rubbish it is. I havent that many emails in folders and "Live", but it has slowed down to take approximately 30 second to open one email. I have phoned to complain several times. Each time without resolve. The last time I spoke to complain a stupid woman said it was OK for it to take 30 seconds NOOOOOOOOOOOO, are you insane? Reliability is rubbish too. PLEASE PLEASE GO ELSWHERE. They will get the message.
Reviewer
Bryn
Location
Bath
Date
27/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
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.
Reviewer
Nick
Location
Woking
Date
25/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Took my payment, setup a direct debit, no communication whatsoever that they wouldn't be sending an engineer "until further notice". 30 mins currently and still waiting on their lines to cancel. Cash grabbing ********.
Reviewer
Mike G
Location
Leeds
Date
24/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just spent an hour on the phone trying to get my £70 cash back for joining them. Basically told it isn't them that pays it but the promotions company. I asked for details of the promotions company and they didn't know who the are. So don't expect to get the cashback ... it's a con and Plusnet wash their hands of it.
Reviewer
Graeme
Location
Liverpool
Date
24/03/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Cracking service. We switched over from Sky and the whole process was absolutely seem less. I signed late in the evening using the online chat (which is a fantastic service) and then basically didn't have to lift a finger. They sorted the line out with sky and I was kept up to date at every stage with emails and text. They have even designed the router to fit through letter boxes so I didn't need to collect from Post Office. Basically plug and play with the router. Can't comment on how good the router is as I have WiFi turned off and use BT whole home, but a really seamless service.
Reviewer
Natnat
Location
Surrey
Date
22/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Totally disgusting company. No compassion in this really hard time. I even got cut of before my 13 day pay time. I called to explain my situation
Trust,once this virus is under control I will be moving away from this **** company
Reviewer
Rebecca
Location
London
Date
20/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I can't even comment on the broadband reliability as they took my money a month ago (I foolishly paid upfront for a year) and haven't bothered to actually provide broadband! They did kindly cancel my old supplier though so I currently have no service at all.
They allegedly turned it on on Wednesday (after I chased three times-don't bother sending emails or contacting them on twitter) yet the light doesn't even come on the router. Apparently an engineer is going to call me back in the next 72 hours. Currently has been 48 hours.
I have to work from home and am currently tethered to my mobile phone to enable me to do so. I've already paid an extra £35 for data so that's awesome. I have no tv as its all through WiFi.
The folks on the phone are nice enough and seem embarrassed at how shoddy this all is so that's something. They can't do anything about it though. And apparently can't even offer me a goodwill gesture as I've paid upfront. I just want WiFi not a goodwill gesture anyway.
Save yourself grief, do not sign up. It seems cheap but you might as well throw money in the bin, you'll get as much broadband service.
Reviewer
Annika Graylish
Location
Bampton
Date
16/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Avoid this shark company we moved house the broadband didnt work i withheld payment until it was fixed and now they have charged me £300 and disconnected my service + put bailifs on to me. We now have talk talk its much better, faster and the customer service is great..they actually answer the phone.
Reviewer
Grumpy About My Broadband
Location
Pegswood
Date
15/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful, two years of putting up with the wifi constantly dropping off. Heard a few people now say the same about the Plusnet router
Reviewer
Alfie Preston
Location
Date
14/03/2020
Ratings
Speed
2.00 stars
Comments:
Absolutely horrendous Broadband I’m that annoyed I’ve had to make another Review. For the past few months of being with Plusnet there have been nothing but bad, the customer service is awful and not helpful at all, the connection is unreliable and usually only reaches speeds of 8-10mbs (megabytes per second) and I can barely even browse and search with the Wi-Fi with ought being disconnected. I cannot remember one time where the Wi-Fi was at least “Decent”. This Broadband needs to be shutdown and that isn’t an over-exaggeration either look at the rest of the reviews. My main advice: Do not waist your money on this crappy broadband- Is not worth it
Reviewer
Gaj Singh
Location
Coventry
Date
14/03/2020
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The actual broadband experience has been dreadful. When we signed up, the router was not properly configured and I was on call to them for an hour to sort it. To their credit, the advisor was great.
Then it worked, for a bit. Until it started randomly cutting out every few minutes and the speed plummeted. My guaranteed speed was 8mb but I barely got 3mb.
In the end, I just switched and paid early cancellation fees. They are cheap but you get what you pay for.
Reviewer
Baz G
Location
Manchester
Date
11/03/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Had fibre since February 2019. Never had a problem. Never needed to contact them. Now having problems in the last week or so with my wireless connection dropping out every 24 hours or so. I just called and was told they do not guarantee a wireless connection. Never heard such rubbish in all my life. I said should I plug my mobile into my router, and my tablet, echo devices, firestick and smartplugs? Such a stupid comment. Apparently the warranty on the router only lasts 12 months and amazingly it's just out of date and they want £150 for a new one. As my contract is up in August I asked how much it would be to leave early which is £63 so I know what I will be choosing. Never again...
Reviewer
Vince leeds
Location
Leeds
Date
11/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really bad mobile network and terrible administration. They messed up my direct debit and then the missed payment was recorded onto my credit report even though it was their mistake, and they didn’t inform me of the issue until my phone stopped working, I could have resolved it immediately if I’d known, i had plenty of funds.
The network did not connect to 4G in an inner city with loads of masts. I ended needing to move providers because of lack of service and then i got charged £28 even though I wasn’t even under a contract anymore and it was their service that was the problem. They have zero loyalty to customers and care more about getting new ones.
Reviewer
Roisin
Location
Belfast
Date
11/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
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.
Reviewer
david
Location
essex
Date
09/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service agent was rude and did not explain the process to my satisfaction. I then asked to speak to another agent or supervisor for better support. Agent refused to do this and cut me off. He also logged the fault as a phone fault when I clearly explained to him the problem was with my bb speed. The engineer who checked the line confirmed that there was no fault with the line. This has resulted in a further 3-6 days in identifying the problem with the bb service plusnet is supplying to me. Plusnet is still unable to advise on how long it will take to fix the problem.
Reviewer
Latisha
Location
Oxfordshire
Date
09/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Was more than happy with my plus net broadband from July 2019-February 2020... however I moved to a new address on 21st Feb and since then I’ve had endless problems.
I phoned up the week before I moved to inform plus net that I would want to continue their services at my new property... the man told me I would not have to pay any charges for moving etc if I upgraded to a more expensive package... I agreed and was told I’d receive an email containing the date an engineer would come to set up the new broadband at my new address...
Fast forward just under 2 weeks and still haven’t heard anything, so I call up to them be told that the man who took my phone call did not cancel my broadband at old address (so it was still up and running and I was being charged for it still despite me no longer living there) and that none of my services had been changed over to the new address or anything...also, that the broadband speed I was told I would receive at new address would be too slow to even run netflix.. so I can have a faster speed for free to accommodate the issue
So he tells me he will book me an engineer date for the 13th March which is another 2 weeks away... offered a reimbursement of what would be my first months bill - £29.99 and I accepted the 13th March
Now Monday 9th March I receive an email saying my engineer date will now be the 17th March - the following week from what it should be.
So I ring up plusnet explaining that I am not at home on Tuesdays and that I was confused why they had changed my original date of the 13th... apparently engineer availability had changed etc (not exactly anything to do with me yet I lose out)
Told I can have a £25.00 credit on my account fir data or by add one... both something I’m not interested in as I don’t use BT and I have unlimited data on my phone contract..
So now have the date of the 18th... if the date isn’t again changed by plus net... really not hopeful about the service I’ll continue to receive especially as I am still being charged for the services from my previous address
I have now had no WiFi services since the 21st of February and by the time is is up and running at my new address it will have been 5 weeks since telling them I was moving and 4 weeks since I had actually moved.
Reviewer
Michelle
Location
Derbyshire
Date
07/03/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I am very happy I chose Plusnet to be my internet provider despite negative reviews as I have nothing but positive things to say about them. Firstly their customer service is excellent compared to the customer service of TalkTalk which is appalling, Plusnet seem to actually care about their customers. I did have an issue paying online but after a phonecall, it's all sorted. I've also not been disconnected once & I'm on the lower speed. I am one happy customer. If you choosing between Plusnet or TalkTalk, choose Plusnet.
Reviewer
Wayne
Location
Bristol
Date
03/03/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Matching up with a lot of others was happy been with Plusnet since 2016 went to renew contract as offered. Problem this is not an option online just reverts back to current contract special offer is not valid. Try chat to be advised as not new customer need to call. When are these companies going to realise when you have got a customer easier to keep by offering deals better or equal to new customers. Yes another lost another gained but you could have kept both. Sort out the customer service it is appalling.
Reviewer
Daniel
Location
Walton-on-Thames
Date
02/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor service - DO NOT TOUCH, arrogant and patronising customer service, shockingly low broadband speed (2 MGB for 30 guaranteed!!!). 0 Broadband reliability - you are constantly cut off from network!!!! AVOID!!!
Reviewer
Lee Wood
Location
Newmarket
Date
29/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Useless service. Promised it would take 5 to 7 days but in the end it was going to take a month so I went elsewhere and got connection in 5 days. No communication from them. They never contacted me as they promised to keep me updated.
Reviewer
Nene
Location
North wales
Date
28/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WHERE DO I START!!!
I was really happy for the first year then things went down hill drastically! When my renewal went through the monthly payment was supposed to be £27. Plusnet were taking £57 out my account for 4 months which took a further 3 months to get back! The Internet was ridiculous slow and kept dropping out, sometimes we didnt have any internet for 2-3 hours a day!!! When phoning customer services you just get LIED to, I kid you not I was on the phone to them 3 times a day sometimes due to the fact we had no internet. The customer service staff dont know what they are doing or talking about in the slightest, they told me I needed an engineer which would fix the problem but cost ME £100!!! When I refused to pay it the customer service woman then said in the same phone call that the only other option to fix it would be to send me out a new box and router free of charge... when I questioned her if that was the case why was she trying to get me pay £100 for an engineer?? Of course there was no answer to that. The new equipment came and so my did my new bill which they had added the cost of the new equipment and p&p which the woman said I was getting for FREE! When I complained to a customer service guy he put me on hold while he said he would go and speak to her, only for her to deny saying it!!! so I demanded the phone call to be listened to which took them 3 months to do, and much to their hate they said I was correct and they would refund me my money which took them 2 months and numerous phone calls asking where it was as it was only supposed to take 5 working days!! Still with little internet I made numerous calls to be told I had to download some app which didnt work, so again back on the phone to them which they then emailed me some instructions to follow to change some settings.... still that didnt work, plus the fact the settings were already on what they told me to change them to!? Again got on the phone and they then said the reason I was having slow if any internet at all was because of a line issue their end (apparently sky were having the same issue??) which their engineers are trying to fix... so why all the lies and getting customers to pay for engineers and new equipment if this was the case? They guy said the only way to deal with it was to purchase a BT box (here we go again) as they had some kind of agreement with BT where by customers could buy and use their boxs and routers but plusnet would supply the internet, the cost was £100 plus p&p (everything is £100 with plusnet) but I told them to get stuffed I wasnt paying it!!! The Straw that broke the camels back for me was when I had an email come through saying I was late paying my bill, i can honestly say I was never late making any payment to plusnet up until then, I rang them and they confirmed I WASNT late with my payment so to just ignore it. TWO days later after that email our internet was cut off!! so I called them and they said It was becaus I was 32 days late paying my bill?? Well If i wasnt sitting down at the time i think I'd of fainted!!! I was on the phone for 40 mins with them when they finally admitted that they were wrong and I had infact paid my direct debit on time, they said they needed to look in to it as to why it flagged up I was late when I wasnt,
no apology but they said they would turn my internet back on. 12 hours later we still had no internet so I called AGAIN and finally the internet was turned back on... no explantion as why it wasnt before.
I can honestly say I am absolutely disgusted with plusnet's broadband, customer service and the billing issues to the point where by I have actually now cancelled my direct debit with them and gone with another company who I am not having issues with at all and they are cheaper! My contract wasnt supposed to run out until July but I couldn't give a hoot.... they can send it to the debt collectors but they wont be getting a penny from me either! I'll wave at them through the window when they knock!! End of the day plusnet have broke their side of the contract under consumer law.. I paid for a service which I DID NOT receive along with other issues.
Plusnet will do you proud?? Haha disappoint more like!
Reviewer
Carol
Location
Lincoln
Date
27/02/2020
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Gone downhill in the last three years or so. Billing issues they cant fix,long waits on the phone,speeds less than promised,over confident customer service lads . Went thru the wi fi dropping out and speeds dropping like a stone . Leaving at the end of my contract , been with them years but had enough.
Reviewer
Xavier Weiss
Location
Glasgow
Date
27/02/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
With a New Year came a new provider: PlusNet. After looking through a ton of reviews here and elsewhere I settled on them as their customer service was rated as excellent. Indeed, they exceeded my expectations. I switched from Virgin Media because of their price hikes. However, because Virgin is on a seperate (monopolised) network when you switch to PlusNet the old contract is NOT automatically cancelled. I was not aware of this and so ended up incurring over £100 in fees with Virgin Media for an unused service. To my surprise, when I settled this fee and called PlusNet they sympathized with my position and - after reviewing their sign-up pipeline - decided that they had no informed me well enough that I had to manually cancel Virgin Media. As a result they are reimbursing the extra incurred fees.
In addition, the internet so far (2 months) has been stable at about 70mbps and almost as strong as Virgins (108mpbs). For about half the price, this is a very good deal.
Also if you are looking to get ethernet by cable or deal with pesky iron-heavy walls I recommend a ethernet over power adaptor. I was able to use one without any hassle to extend the network to the living room.
Reviewer
Cathy C
Location
Bath
Date
27/02/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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
Reviewer
Debbie Page
Location
Weymouth
Date
26/02/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Good reliable broadband and phone service. Fairly good value for money. Appallingly bad customer service when things go wrong. Transferred from pillar to post and staff don't communicate with one another.
Reviewer
Kul
Location
Market Drayton
Date
26/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish. Been with them for over a decade. Noticed speed dropping off and when I complained it would be increased only to be reduced again. Now have had 2 BT engineers around who have confirmed line and extensions are fine but problem is with Plusnet software!! Plusnet refuse to accept this but say nothing they can do but say as I’m in a contract I can’t leave. Customer service is the worst. I will be leaving let’s see them stop me.
Reviewer
N said
Location
Mk410GA
Date
25/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
they Wanted to charge me £130 because I didn’t stay with them because they didn’t care when I’m asked them to help to get me the line fast I was waiting for 15 days and I cancelled the contract because my kids have to do the homework on line
I have payed for line and router even I didn’t use it and they wanted me to pay £130 because i left them early, !! What is that ,and why is that fair ?
Reviewer
Paul jackson
Location
Wakefield
Date
25/02/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Paying £36 per month I looked for a better price. When I found one I rang to cancel. The guy on the retention team seemed really uninterested and didn't believe that I had got the deal I said I had nor did he think you could have broadband without a land-line. He offered me a discount to stay but I felt it was too late for that so I told him to cancel it on my renual date. I will still have to call them back tho. At the end of the call he didn't even say goodbye.
Reviewer
Tracey
Location
Devon
Date
24/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company was a pleasure to deal with until about 2 years ago. Then various problems started. I was told I could have fibre and they upgraded me only to find out I couldn’t. It took about 9 months before I got my service back properly, the staff I spoke to were incompetent they couldn’t find the problem which in the end was settings their end. Now I have lost my internet again and as I am just out of contract they told me to go and find another provider! They are rude and lack empathy, I have been with them for a very long time too. They aren’t interested in keeping customers just getting new ones. I won’t ever go back, they also need to change their statement “ we will do you proud” absolutely not true. Stay well clear.
Reviewer
Vish
Location
Pinner
Date
24/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I think the customer service is the worst part of this company, not friendly but intimidating... they will not let you disconnect easily as they donot answer the phone for over 30-40 minutes if you chose disconnect option and will not accept notice on email, online app or a written letter, however the sales team will answer quickly
Reviewer
norman w
Location
Chester
Date
24/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Have generally been happy with the service from Plusnet but problems started when I told them I was leaving for another provider. That was a mistake as my access to subscription channels was cut off immediately despite me telling them the change over date was nearly 3 weeks away. When I contacted support about this they were generally helpful but ineffective telling me the lost channels would be reinstated within 24 hours. They weren't despite contacting them four times. I told them I was paying the full subscription for the service I had contracted with them but they were not providing the service being paid for until the service transfer date they had been given. They said they would reimburse the cost of the subscription channels for 1 month but said they were unable to reinstate the missing channels despite being reminded that they could unplug the service immediately but not re-connect them for 1 month. I am stuck with this situation until the change over takes place and am being denied access to the contracted subscription channels.
I am not impressed.
Reviewer
Jeremy Rogers
Location
Faringdon
Date
22/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Plusnet......don't be fooled. It was once good, but more recently their customer service is poor. When I joined last year (2019) I got a poor service; constantly dropping. The line into the house was checked and was fine. Plusnet tried to blame everything - choice of channel, house electrics, etc, From the start I asked for a new router. They constantly refused to replace it. Six months on I changed provider, changed router, and hey ho I now have a service that flies around the house and is reliable and stable. You have been warned.
Reviewer
Lauren
Location
Inverness
Date
21/02/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Just off the phone from customer support after weeks of horrific connectivity. Not only did I receive the warmest service I have ever experienced, but I ended the call the call on a better and cheaper plan and a fixed line.
If ever in doubt, call them.
I am over the moon.
Reviewer
David
Location
Southampton
Date
20/02/2020
Ratings
Satisfaction
2.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Have been a customer for 6 years and it was great up untill 2 years ago when they brought out the new hub. Can not handle 5hz so randomly locks out phones as an authorization error or drops speed when gaming. Leaving you unknowingly eating into any data allowance. Have always liked plusnet, customer service always helpful just they won't stop defending that damn hub. In 2 years I've been sent 3 to replace faulty ones and it's got worse since the last software update. I'm have moved suppliers. May come back when they lose the hub.
Reviewer
Strom
Location
Cheshire
Date
20/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Awful customer service; refused to accept that my bank account numbers were mine (doesn't quite match?). Waited for a manager to call back - never happened.
Nearly two months to close my account and they still haven't done it or refunded me - will never be with them ever again!
Reviewer
Kevin McManus
Location
Peterlee
Date
18/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had plusnet for 2 months had speeds of 0.91 mbph download 0.01 upload sent numerous times on the phone plusnet still charging me decided I wanted to cancel as I wasnt getting any service, they wanted 400 quid to cancel told them not on my life
Ended up going to dept collectors. And a mark on my credit file. I urge anyone thinking of joining plusnet give them a wide berth they are without a doubt the worst broadband company out there
Reviewer
M Clarke
Location
Norfolk
Date
16/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 4 years of bad connection and constantly dropping Wifi with my bill now £50 a month I decided to call them after my internet could not even cope with a phone using it.
Upload if 0,51 & download of 2.3 I was told thats acceptable.
So I rang for help many times now decided to leave and join sky
Reviewer
Mandy
Location
Kent
Date
15/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I’ve contacted plusnet a million times to say that I am not getting any WiFi and they tell
Me that they can’t come out to sort it and that I need to try this which I’ve tried 58301 times before. I’m paying for no internet. Phones have nothing and when watching tv it just buffers. I’ve been with plusnet a while but they still say I have a while left for a reason: DONT JOIN YOUR REGRET!
Reviewer
Martin
Location
Erith
Date
15/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid avoid avoid
Broadband keep crashing all the time.
When calling the customer service you only got some robotic answers. Never their fault and definitely not fibre connection.
Save some time and money and don't go with Plusnet
Avoid at all cost
Reviewer
Simon Clarke
Location
London
Date
13/02/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Plusnet chat has been down for weeks. They say this "our chat has been taking offline for the foreseeable future although not indefinitely".
Reviewer
Lisa R
Location
London
Date
12/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was promised £70 cashback. Three months later and a load of email and phone calls and reminders I got the cheque only to find out that it can't be cleared by my bank and is invalid. Such a waste of time this company! Terrible customer service!
Reviewer
Joanna
Location
Chepstow
Date
12/02/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Have had broadband for over 12 years and through 3 house moves. Never had a problem that wasn't sorted efficiently. Great value, great customer service, very happy.
Reviewer
Alison Meddd
Location
Keighley
Date
12/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This Company have got to be the worst service provider in history. Like everybody else I have been conned into thinking I had fibre, not the case, but Plusnet will not release me from the 2 year contract. (even though I don't get fibre) The e mails do not work, the service is shocking. There is no complaints department. Oh and by the way the internet never works. PLEASE AVOID if you want a good service. BAD BAD COMPANY
Reviewer
marypoppinsPPIEW
Location
South Wales
Date
12/02/2020
Ratings
Customer Service
2.00 stars
Comments:
I genuinely cant wait to be out of contract with plusnet.
I have been with them a year. We are not high users at all. Usage is limited to youtube, Prime, twitter and internet research.
The connection was fab at first but 6 months in even prime TV buffered. ITV hub is unwatchable because it wont load and/or has long 10min periods of buffering. I can pick it up just fine absolutely anywhere else but my house.
The signal dinks off completely, evry so often.
It was off for 3 days at one point.
I don't have anywhere near enough control of privacy or safety content or internet timers.
As soon as my contract is up I will be moving away from them.
Reviewer
Edson
Location
London
Date
07/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STAY AWAY FROM THEM!!!!!!!
I`m using internet for work. Broadband stopped working and they are unable to determine the reason of the fault. I will be without internet for 1.5 months as they won`t let you go without paying cancellation fees 200 pounds. Managers Jami and Daniel at the call centre very patronizing and said "we have 30 days to fix it there is noting you can do". Think twice or it is going to cost you!! Thieves.
Reviewer
Chris
Location
Sheffield
Date
07/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plus net throttle you.
If you are a gamer or need a stable connection for your job (like me), anything more than a 3Mbps usage and they throttle you, even with an unlimited plan. To put that into perspective, that's watching a video in 480p, connections in the 90s were of a better standard!
Plus net have sent engineers round to 'fix the issue' (who all agree with me how bad plus net is), however this issue can't be fixed by new wiring or anything, it's their service system that actively discourages you to use the service you pay for.
Despite Plusnet having no kind of usage limits and promises to not throttle customers, they skirt around this by increasing ping and ramping up and down the upload speeds so the download speed (the one normal people pay attention to) seems to be fine when they are in fact throttling your connection. Absolute disgrace, I will not be back, an extra £10 a month for dial up would be more reliable and better value.
Beyond throttling, customer service have no IT knowledge and the longest wait times of any service I've ever used. Their WiFi router is prone to over heating and has a terribly weak signal, 2 walls or 10m of free air is enough to stop the signal, this doesn't provide a good connection for a flat nevermind a house.
Reviewer
S.Stewart
Location
WEYMOUTH
Date
07/02/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Don't normally do reviews.But the service we have received from Plusnet
has gone beyond excellent.Thank you.
BT has lost a 17 year loyal customer.
Just wish we had changed sooner, Can not praise Plusnet service enough.
Reviewer
Ben sullivan
Location
Rickmansworth
Date
07/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid avoid Just absolutely shocking terrible so pleased to be out of contract. Just don’t know who to go to now . As they are all pretty crap. But never these ones again ever ever
Reviewer
duffy221190
Location
London
Date
06/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been a Plusnet customer for over five years. Always agreed good deals with them so I stayed. However, they never contact you about your contract coming to an end and I was charged over £10 my agreed price for the last four months because my contract ran out. Not one email or phone call to tell me about any of this. When I rang them to find out what happened the customer service was terrible! They told me it was my problem and cancelled me without hesitation. I rang to get my refund from being overcharged to then be told as I wasn't under contract anymore they wont refund me. You'd think they would treat a customer of over 5 years a little bit better!
Reviewer
Shah
Location
Northampton
Date
06/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I ordered my phone line and broadband in January and all was good when placing the order which was to commence 3rd February 2020. I had confirmation to say my broadband was up and running on 31st January. I didn't install the router until the 3rd as my contract with the other supplier was still valid. The open reach contractor came to install the BT line and as my socket was really old he replaced it in the hallway. I wasn't even asked what devices I use as I have 2 wireless devices downstairs and a wired PC upstairs and that's where the socket should have gone. I have since spoken with the manager there who was kind enough to call me yesterday and is trying to fix this issue.
The other issue was I kept the same landline number which should have been transferred from my initial supplier to Plusnet. The contractor who came went to check the line at the exchange and said all was okay and just fitted anew socket as he said the one I had was old. So as my number never got transferred anyone ringing from outside could hear the phone ring but it never rang my phone. I also got a email for 48p which I wasn't sure what I had used so called customer services and they said it was for broadband use from 31st Jan until 2nd February. I didn't have my router installed until the 3rd February!! They have sent me a confirmation email to say this money will be refunded!!
I paid 49.99 for the engineer to come and was under the impression that he would ensure everything was up and running but instead a 5 minute job and nothing worked.
The 2nd engineer came on 5th February about 1.30 pm to find out what the issue was. It took his 2 hours to do various tests and also go to the exchange. And when he came back he confirmed the issue is the transfer of the number never took place!! He said he has done everything he could and will now have to pass it to the maintainance team and they will contact me when up and running. In the meantime I had to go out and when I came home ab out 5pm I thought let me check if anything has happened...and yes my phone was actually ringing.
The time wasted over 3 days and all the stress with it got me in tears. I have been very upset with the service and if I had know I would have never left my previous supplier.
I have still a problem which they need to fix as I can't get broadband upstairs for my wired PC
Reviewer
Daniel P
Location
Bromley
Date
06/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just been using the service for a week and extremely annoyed. Router barely sends a signal through a cardboard it feels. Multiple (4+ / day) connectivity drops everyday at least. Even when a single device is connected to the router, it can't handle a conference call with screen share and cameras enabled.
Definitely the worst ISP experience in the UK so far.
Reviewer
Oliver Hiscox
Location
yatton kenyell
Date
03/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a load of absolute rubbish!
-the internet keeps cutting in and out!
-the router isn't powerful enough for all our devices in my house!
-cant get a signal anywhere even know its in the middle of the house!
-its a absolute faf to start up then its stops working!
Plusnet is the worst internet provider ever!
Reviewer
carrotsaregreen
Location
Huddersfield
Date
03/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
broadband frequently drops below minimum guaranteed speed and is generally very slow.Almost as bad as when we had dial up.Sometimes it works very well.Customer services were polite and helpful but didn't resolve the problem.
Reviewer
L Daisley
Location
Renfrew
Date
03/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service from start to finish !
Firstly the line was installed at the very back of the house ( to save on 2m of cable) meaning there was never any reception at the front of the house.
Secondly the speed was terrible. Paid for high speed that I NEVER got. Took them 3 complaints over 2 months to send out an engineer who confirmed I was not and never had been getting high speed. When I asked about a refund for the difference I was offered just £25 for the entire year.
Finally upon cancelling the contract and requesting it run up until the next bill date ie what was already paid. They completely ignored this instruction and cut me off a week early !
The service is shocking, the speed is sloooooow and the router frequently went down for no apparent reason. Would stick with Virgin or Vodafone in future.
Reviewer
A Parrott
Location
East London
Date
01/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had been with them for years and even recommended my ex to join them. I told them that I would leave them on 10th January. They are not happy and I waited 6 months for the broadband content and line rental to come close to each other - one on 12 January and 16th January. Now they sent me this demand even though I left them earlier than the expiry date:
You recently cancelled your services with Plusnet on 10th January 2020. We have been unable to take payment for your termination invoice associated with your account closure.
We'd like to remind you that payment is still due.
What happens next?
You are required to pay the balance of £0.24 in full within the next 14 days. If payment is not received, your account balance will be forwarded to a third party Debt Collection Agency which will incur an additional cost and may have an adverse effect on your credit file.
Just how nasty can PLUSNET, THE ONE WHO WANTS TO HELP HIMSELF TO YOUR PURSE, get?
Reviewer
Daniel
Location
Romsey
Date
01/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Genuinely one of the worst companies I've ever had the misfortune of dealing with. They offered a minimum internet speed as par of our deal and most of the time, we are lucky to get 1 mbs. I contacted them and said they would look into it. They never got back to me so I called them again. After giving no explanation as to why it was still so slow, and running several test which kept me on the phone for well over an hour and being passed from department to department, they refused to cancel my contract as per the contract agreement that if they could not provide the minimum speed, we could leave without cancellation fees. Avoid this internet provider.
Reviewer
Shauna
Location
Glasgow
Date
31/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID!! A disgrace of a company
1) been without broadband for over a month — was told it was a open reach problem would be fixed in 24 hours..
2 days later phoned to be told it would be 48 extra hours.. phoned back 3 days later to be told i needed an engineer.
2 days later.. phoned back to ask when engineer was coming to be told there was no engineer coming they had no idea about this at all!
Told the issue had nothing to do with them and they needed to contact another company!!
Never got it sorted kept phoning back to be told numerous excuses
1) open reach issue
2) home issue needed engineer
3) my account was closed need to reopen account
4) another company had to deal with it
5) phone line issue
6)it was connection port
7) change frequency channel of broadband
The list is literally endless! I have already signed up with another company for new broadband. Can never get customer service on the phone and when you do it’s excuse after excuse! Paying for a service I’m not getting absolute joke of a company
Reviewer
Very unhappy
Location
Tonbridge
Date
31/01/2020
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I suffered Plusnet for 6 months during which time I could only receive reliable Wi-Fi in one room. In fairness they replace the router without question, but this didn't resolve the issue. I finally terminated my contract following a support call with one of their technicians who advised me that the reason I couldn't receive a signal in the kitchen was due to a Microwave: Something I don't own. The only positive thing about Plusnet is how quick it is to get through to their support team, but this is offset by their lack of Technical ability.
Reviewer
Anonymous
Location
Date
28/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Tim 1
Location
Chester
Date
28/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Lots of trouble with speeds and now billing, customer services is the worst I have ever come across, avoid this company
Reviewer
Paul Saunders
Location
Wirral
Date
27/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very very poor customer service. Phantom invoices. Complaining to relevant regulator. BEST AVOIDED!
Reviewer
Mark
Location
Leeds
Date
26/01/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having increased the amount we paid to get a faster unlimited broadband service, the speed is highly inconsistent, especially in the evenings when it can drop to a pathetic 4-5mb when we should be getting over 25MB we are being ripped off. Don't use this provider they just don't deliver what they promise consistently in a usable manner, there are much better providers out there.
Reviewer
albanyvillas42b
Location
Brighton
Date
24/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No one should give Plusnet their bank details or set up a direct debit for this company. They steal customers' money. When you call them they apologise and promise a refund but this never materialises. I was with Plusnet and I moved house. They took over my neighbour's internet and phone line! They apologised and acknowledged it was their mistake. I asked to terminate my contract since it was within the 14 days initial period after I started a new contract for moving house. They promised to refund me for the month they charged ahead. Instead they stole £58 from my account. I phoned them several times, every time they promise to refund me but they never do. This is a dodgy company. Peopel should not give them their bank details or set up a direct debit with Plusnet.
Reviewer
Daniel Sfirnaciuc
Location
Southampton
Date
22/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I ended my contract and Plusnet email me a bill of £19.41 which I was told to ignore.
Plusnet sold my debt to Oriel which is a debt collection agency and I had to pay them almost £27.00 not to scew up my credit.
I would never go with Plusnet again.
Rip offs. They claim to be the best but the speed on my WiFi kept going down and they always increase your monthly bill.
Reviewer
Matt
Location
York
Date
22/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Only ‘positive’ is our service was reliable. It was reliably dreadful as was any attempt at speaking or dealing with this sham of a company. Had to pay a small fortune to ‘cancel’ our contract but it was worth it just to be with a decent provider. Don’t fall for it and DO NOT DEAL WITH THIS COMPANY
Reviewer
Sharon
Location
anon
Date
21/01/2020
Comments:
Would rate 0 stars if I could. Been with plusnet since Dec 2018, after issues with Sky. Nothing but issues right from the start. Firstly, they didn't put the order through until we complained, was over two months before the order eventually went through. Then they changed us to a completely different line, we had someone elses! Took another month or so to sort this. They did give me 3 months off my bill, however right from the start, internet speeds very slow, they say that they can only promise ethernet speeds and not wireless...DOH, isn't WIFI what we all use???
Now, after been flooded out, we were told we needed to cancel our existing contract and start another- which is 24 months!!! We told them that we were only in temp accommodation for around 6 months! Since moving, we have had a constant issue with speed. After many calls, and an engineer, we are now told that it is our fault that we are downloading nearly 2TB (which is huuuggeee!!!!) in a month, no-way! They have not offered a solution and don't seem to be bothered that if we are not downloading, then who, or what is??? We have no option now but to change provider as they are not able to offer a solution. They told us as it is a 24 month contract, we will have to pay £250 charge!!! They knew beforehand that we were only going to be here temporarily. They advised we are unable to claim breach of contract as the speeds only apply to devices connected by ethernet.
My response, a complaint to plusnet, a complaint to ofcom and a dispute about the final bill, which will have the £250 cancellation charge added to it.
Do not trust this company, they are not bothered about their customers, only about getting as much charges from you as possible. There has been no empathy or understanding of our trauma and even though we have lost our possessions, and our home for a while, they still want to kick us in the teeth and charge us £250!!!
Reviewer
Lei
Location
Leeds
Date
21/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I am a disabled person & house bound so rely on my internet for almost everything I do. Plusnet have treated me terribly. No matter how many times I call them they don't update the account so keep telling me they don't know about by situation. Then they have 'made a mistake' & cut me off completely. They have refused to help me urgently & are basically a joke. Do not rely on Plusnet as they are only interested in you cash
Reviewer
William Lee
Location
BALLYCASTLE
Date
20/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constantly reduced my speed,customer service no help whatsoever.They keep repeating that I can’t get out of the contract unless my speed goes below 11mb.AVOID.
Reviewer
Mark Jordan
Location
Harrogate
Date
20/01/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The actual broadband was very good, but their customer service when closing the account was poor. I spoke to someone over the phone and on chat who confirmed that the account was going to be closed. However, they put me onto a new contract and blamed an error in their automated system for this. I have had to phone up multiple times to sort this, but they do not seem to care. I have left plusnet and to be honest would not return in a hurry. Their customer service unfortunately leaves a lot to be desired.
Reviewer
SM
Location
east mids
Date
20/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Despite previous complaints still getting lower broadband speed than paid for and now getting loss of internet several times per night - and their support chat doesn't work - (overloaded???).
Reviewer
Vanessa
Location
Wales
Date
19/01/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Used to be impressed with plus net for customer service. Been with them for over a decade. Not happy this past year or so though. 2 hours waiting for a call to be answered this week (and it wasn't answered, I had to give up!)....i have had similar waits in the recent past. Online chat was unavailable everytime i tried . Customer service variable some good people but also lots of surly ones too. And no apology for the rubbish service when I mentioned it! I will look for a new provider when my contract is up. Also, when you have no internet, plusnet say you won't be charged for the period without but you have to contact them after and ask for this amount to be refunded! Shame, they used to be good!!
Reviewer
Dale Evans
Location
Loughborough
Date
19/01/2020
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Never had any problems with the broadband stability or speed, and I have been with plusnet for more years then I can count.
In the end what made me move away was the constant mistakes with billing. Everything was fine until I moved package then it was just mischarges month after month.
They got it sorted in the end, but by then I had lost my faith in the company.
Reviewer
malc
Location
banbury
Date
17/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
ok for while then price doubled no warning and constant disconections, as for phone sim even worse barely useable
Reviewer
grumpsy
Location
Hampshire
Date
17/01/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
End of contract, and no reminder, so they made £17 more.
Would not price match other providers, so have switched to EE.
Customer loyalty , to them, is unimportant.
Reviewer
Andy
Location
maidenhead
Date
17/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute joke of a company.
Tried signing up in December. Order apparently went through however no confirmation email. Called the next day to see if all was okay, and was told the order was on hold as the address does not exist. Was told to phone Bt up (my current provider for 6 years at this address that apparently does not exist) Bt advised me that Plusnet (part of BT) should have completed an address update request however they offered a better deal than plusnet so i decided to stay.
I cancelled plusnet that day (23rd Dec) and got a text (no email still) confirming that a refund of the up front payment will be done within 7 to 10 days.
It is now January 17th and still no refund. Plusnet called me early January to see why i have not completed my order?? then after explaining it he tried to get the refund sorted, 20 mins of faffing around and he stated the system is having issues and would call me back.
Today Jan 17th i phoned to see how it was proceeding, after the CS agent tried for 30 mins to get the contracts team to sort it out, he came back saying plusnet systems have an incident and cannot do the refund yet as the systems having issues. But don't worry im told it's not just me it's affecting other customers.
Save yourself the hassle they may be cheaper but the saying you get what you pay for (or don't in my case) is very true here.
How good do youy expect your broadband to be if they cant even get an operating IT system for themselves?
Reviewer
Lisa williams
Location
Milton keynes
Date
17/01/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Just gone into 2nd contract with plusnet. When I started out with plusnet for first couple of weeks WiFi would either go very slow or even loose connection but once I reset my router I had no other issues. When I signed up on my plusnet account for renewing my contract my Wi-Fi dropped and completely lost collection and with only useing smart tv and apps on my tv to watch tv with no connection which ment no tv I was not happy and my kids was not happy. I called plusnet and find it was a fault on the line and being a Thursday the lady told me as it's coming up to the weekend the line may not be up and running until the Monday. I decided to turn my router on on the Friday to see if on an off chance my internet was up and running which to my spruce it connected straight up so now I will have a very happy home. I would recommend plusnet to anyone just on my experience with plusnet. The woman I spoke to on the phone with customer service was very helpful and polite so all I can say is a big thank you to plusnet for Great service and keeping my kids happy.
Reviewer
Lawrence
Location
Suffolk
Date
16/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just Awful. Worst provider and worst service I have ever experienced from a broadband provider. Long contracts and still stuck paying extortionately high prices for such poor service. They don’t care though.
Reviewer
jon
Location
Southampton
Date
16/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
switched to plusnet after BT continually put up their charges, but in hindsite should of just paid, Plusnet are the worst provider iv ever had, continual line problems taking days off for engineers to come out and not fix the problem. Have been running at aroung 8mbps for the last month 3 engineers out...cant help me
Reviewer
Oliver
Location
Dorset
Date
14/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The worst provider I've ever experienced. There are frequent issues with the broadband service across 5 accounts we have with them and terrible customer service when trying to resolve these issues.
Fiascos include them cancelling our internet contract and then refusing to reinstate it at the same price, sending routers with other customers account information, cutting us off on the phone 6 times in one day, refusing to speak to us on the phone because we "failed security" only to find that their system was down and this was just an excuse.
It really is a shockingly bad company with an appalling attitude to customers.
Reviewer
Maxine
Location
Whitley Bay
Date
13/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Problems from day 1 with wi-fi which they tell me is not guaranteed, tv constantly buffering, speeds slower. No issues with previus providers of Sky & BT who use the same Open reach line speed so has to be the router bos. Called customer services who have you change lines - still no improvement. Issues with their router they advised me to go and buy a BT router. Cancellation fee s £188. Avoid at all costs the discount they offer is worthless as you have no service.
Reviewer
will
Location
ayr
Date
12/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute tossers. Customer service appalling. THEY suggested I took my custom elsewhere- which I gladly did. No internet connection unless router was reset almost daily, for 6 months. Eventually BT engineer called and replaced one part but said it was outside his jurisdiction but I needed a new router. Plusnet refused to send one. Finally offered me £20 compensation. Now tell me they have chaanged their mind as their 'customer service advisor' did not note it on his record!!!!! Keep well clear. Much better, cheaper and more helpful out there.
Reviewer
Quin
Location
West Yorkshire
Date
11/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So far, the worst I've ever experienced.
I switched from Sky, because a) it's cheaper b) it's (marginally) faster and c) I wouldn't be limited to using Sky-only devices.
However, I have no had a decent speed at all since switching.
I've tried resetting the router, being in contact, doing all the troubleshooting, and even got an engineer out to do the same thing (oh, and be careful because they charge you for a callout without telling you beforehand)... and there is no difference whatsoever.
My "download" speed, after a month, went from 20Mbps to about 29Mbps, and then suddenly, a couple of days before the engineer was to come out (an unable to cancel the callout without being charged), it went up to 31Mbps, the "guarantee" speed.
Then, Saturday morning, when no one else is awake, the downloads are around 34Mbps. Still below what I'm paying for, but a vast improvement... when I'm plugged directly into the test socket, a couple of feet away from the router.
However, upload speeds remain shockingly low. 2-3Mbps when I should be getting 9.8Mbps (according to all their figures).
Not only that, but when ANYTHING is being downloaded, the entire connection goes down the crapper! I'm downloading files I need for work at >1Mbps, and I can't connect to anything other online service, even on different devices.
Reviewer
Ladyrose
Location
Maerdy
Date
09/01/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Just after setting up my broadband I had a small issue with connectivity in the end it was a simple issue, the customer service team were extremely helpful, within 15mins not only had I talked to customer service I was transferred to someone in tech department and my issue was completely solved, very happy with service
Reviewer
William Haddon
Location
Northumberland
Date
07/01/2020
Comments:
Absolutely appalling customer service. Totally inefficient internet service. I start a new acount in October 2019 by the start of January 2020 i was ending my contract with this company. The abysmal service I have received from this company beggars belief. I was told I would be able to get £70 and for starting up my account after numerous phone calls I still not received it. I am unable to use the internet when I'm on the telephone. I keep losing connection to the internet at other times and on a weekly basis I am having to reset the router. This has been explained to the company on numerous times. To little or no avail until I said I wanted to end my account. I have been told I have to pay over £170 for the pleasure of ending my contract with Plusnet and I will be honest it would be a pleasure I have never been as happy to spend that amount of money to rid myself of the shambolic company. I was told by one of their advisors that I wasn't able to receive the £70 because the time had lapsed numerous phone calls to the company about non receipt of the money just seem to be dismissed. I was constantly being fobbed off by customer services. My telephone communications seem to have disappeared off their system. When I said I wanted to leave all of a sudden the £70 was available again for me. The customer rights act States that they should be selling a product that is fit for purpose. Which they run shotgun over. I am absolutely appalled by the way I have been treated by this company. If I could have given Plusnet lower score than I did I would have done. Do not waste your time or money with this company.
Reviewer
Trixie
Location
Truro
Date
06/01/2020
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
They cut me off by mistake, 4 weeks later still calling them everyday. They send open reach engineers.. All say pole is damaged, cables are old, coonection is rubbish, call plus net. Pole on its side with neighbours phone lines soon to get cut, nobody agrees who is able to repair pole. Advice by open reach, wait for fibre.. May be only a year away... That's your best option. Customer service is shocking, gave my landline away, gave me my 3rd, lost 2nd one, now billing my old address, old number, now charging me for fibre!!??? What a joke
Reviewer
Zara
Location
Devon
Date
05/01/2020
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
On the most part, I've always had good service from Plusnet. Customer services over the phone have always been helpful and friendly, matching prices by competitors when my contract was due for renewal. The staff on the live chat are less friendly and helpful, quite blunt and rude at times. I've not had to contact Plusnet very often though as my broadband has had very few problems. Good speed, good availability and reliability. Happy customer in general.
Reviewer
Lisa
Location
Southwest
Date
05/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Customer service diabolical! Have asked them politely several times to update their records after receiving monthly generated email payment requests for my account. I left them 3 years ago! After disagreeing price offered to existing customer compared to new customers. Asked them today why it's not possible to update their records regarding my account? To which their response why to hang up the phone! Enough said!
Reviewer
Shirley Isles
Location
PH1 4NX
Date
04/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I was with Plusnet at my last address and didn’t have any problems ,
Since I moved home almost 6 months ago I have had nothing but problems , buffering , lost connection , so frustrating, customer service is non existent, I was told by 2 people that I would receive compensation for the continued disruption to my service, after several phone calls I got nowhere fast.
Finally yesterday after speaking to 2 operatives I was told I will not receive compensation as it was a wifi problem and they do not support wifi, I should have used Ethernet connection,
Reviewer
Tony P
Location
Thirsk
Date
03/01/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Been with Plusnet for almost 18 months and was about to renew contract for about £30.00 including anytime calls, but was told this deal was for new customers and I would have to pay an extra £10.00 per month extra. Customer loyalty doesn't matter with them.
Reviewer
Sam Innes
Location
Blyth, Northumberland
Date
03/01/2020
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I've been with Plusnet for 18months and I'll be honest the buffering and issues with routers have been constant. I had one failed router which I had to prove with a known good router before they would replace (difficult if you dont have one). Generally an average service. The cost comes at the end of your contract, dont expect to renew for a good deal. Currently they offer 27pm with £75 cashback for new customers. Best you will get on the phone is £33pm for 24 months and no further incentives. Given the average speed has been 20mbps below the advertised and it drops out frequently I've decided to move to EE. After cashback (100) its £21pm for 18 months, reviews suggest their equipment is superior also.
Reviewer
Lei
Location
Leeds
Date
03/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Broadband speed & reliability is good but that's where it stops with Plusnet. Their customer service & retention are utter rubbish. They don't care about keeping customers or looking after vulnerable customers at all. When you phone up the advisors don't really care & speak to you like you are stupid. Avoid as you'll need to speak with them a lot.
Reviewer
Alfie
Location
Date
01/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible service, been with Plusnet for almost a year now had no improvements and had multiple engineers saying different things about why the connection speeds are so bad. It’s like there constantly making an excuse for problems and don’t fix it all they want is your money and don’t give it to them. The highest Mbs we have had is about 20 and that’s doesn’t last for long either. There unreliable, unpredictable and the worst broadband ever.
Reviewer
venrice allman
Location
Houghton Le Spring
Date
31/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dont use plusnet there broadband is very poor, ive had nothing but trouble with then since i took out broadband with them , i was with BT years ago and was placed on an 18month contract by a lad standing in the metro cente offering a free upgrade to existing customers, any way i asked plusnet if they were the same company as BT and told Know , it was a lie. if i new that i would never have gone with them.
Reviewer
Matthew
Location
Rhondda Cynon taff
Date
29/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid this company like the plague. Signed up to plusnet 4/12/19. Nothing but problems from the start. Internet connection dropping out. Buffering all the time on Netflix & catch-up. Poor WiFi strength. Called plus net on 14/12/19. Was told it they would fix it. 10 days later still no good. Contacted them again to cancel. I was told we have now gone over 14 day cancellation so only way to leave early is to pay £190. Avoid Avoid Avoid!!!!
Reviewer
George
Location
Glasgow
Date
29/12/2019
Comments:
Two weeks after setting up order with plusnet, no contact on day engineer was to call. We contacted
Them and they said problem with exchange and they would contact us in 1 week! Nothing after 1 week, we called them again and not even given excuses, they didn't seem to know what the problem was. Any communication was only when we phoned them, they never contacted us at any time,after two weeks I wrote letter of complaint to customer services, which they did not respond to until about a week after I cancelled.Eventually after 3 weeks they said order was rejected! No one could tell me why, I only found out after I had contacted them again. Whenever I phoned
It was at least 1/2 hour to speak to someone. Eventually I had to cancel my order as we were getting nowhere,although I had been reluctant to do so as it was getting near to xmas.
I contacted sky who were recommended to me, great communication from start, came on day stated and everything working straight away.
Thoroughly recommend them.
Sorry I wasted all that time with plusnet,never had such bad customer service.
Reviewer
Chris
Location
Sheffield
Date
29/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Completely useless provider, don't be tempted by the cheap deals! Broaband was ordered over a month ago and still nothing set up. I've had to contact them to hear anything and no one knows whats going on. Avoid at all costs!
Reviewer
Chris
Location
Sandhurst
Date
29/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Faulty router, will NOT be replaced unless you start a new contract
Terrible customer services. My router is hissing, running very hot and smells and the customer services has acknowledged this as a fault and even said that they recommend it is replaced ASAP, but will only replace it if I start another 12 or 18 month contract with them. Terrible service, nothing but rudeness and attitude from the customer services people too. Avoid!
Reviewer
E W
Location
Burton On Trent
Date
28/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 6 weeks still have no internet, paid £50 for an engineer who didn't fix the problem despite saying he had and now told I need to wait a week for another engineer to come out. Pretty damn appalling.
Reviewer
Steve
Location
Herne Bay
Date
25/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Going from bad to worse. All broadband enabled Christmas gifts unusable. Shocking broadband supplier. Seriously considering buying myself out of this contract, it’s that bad.
Reviewer
Steve
Location
Herne Bay Kent
Date
24/12/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolutely shocking broadband provider. From day 1 we have had trouble with the lack of wifi in the house, which isn’t large by any means and consists of internal stud walls. Plusndt aren’t interested, in fact quite dismissive of the issue. It’s my fault for not reading the small print. They don’t promise WiFi! At all!! So here we are, 6 months in, not being able to use our Sky Q boxes and using up data on our phone contracts like it’s going out of fashion. Plusnet don’t care and won’t release me from the contract, even though the previous supplier (BT) could provide WiFi in the house. Avoid Plusnet at all costs. Feel like I’ve been had over.
Reviewer
Max
Location
Cambridge
Date
23/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Their technical support team is manned by clowns. They find it funny when your internet isn't working and because you are not an account holder they are not going to do anything citing GDPR and laugh in your face.
Here is a situation. I work from home and rely on a stable connection. Our landlord (who is an account holder) is on holiday in Asia and has limited access to the phone plus the time differences. Neither he is able to do any troubleshooting from another continent.
I call these clowns and report a problem. They say they can see an issue on the line but not going to do anything since I am not an account holder as they can't share personal information due to GDPR.
I say that I am not interested in whatever personal information they cannot share. I say that I live at the address, have physical access to the router to do all the troubleshooting, can log in to the router's control panel, have a landline number, address, name of the account holder, etc. Just need it fixed.
They laugh in my face, refuse to transfer to a manager and say the manager will not call me back because I am no one.
I guess their main customers a people who don't share houses with anyone else or never go on holiday.
This is an absolute joke to not be able to resolve a problem that they see our line is having (and admitted to) by blindly referring to GDPR.
I DO NOT ASK FOR ANY PERSONAL INFORMATION I JUST HAVE PROBLEMS WITH INTERNET FOR 3 WEEKS STRAIGHT AND WANT THEM FIXED.
Reviewer
Stephen Pollard
Location
Doncaster
Date
23/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
After reading other reviews seems they have more complaints then praises, not surprised we had no internet for 3 weeks. After speaking to numerous people they never rung us back, we spoke to the manager who finally sorted things out but we still had to wait another week before we were connected. Will not be renewing my contract when it runs out. They need people who will sort the problem out when you ring them and to get back in touch with you and keep you updated.
Reviewer
R
Location
BH23
Date
22/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Absolutely atrocious service. Every month for the last 6 have had an erroneous bill in their favour, necessitating calling them, min 15 minute wait. Always promising to correct but never do, don't think they know how! Can't wait for contract period to end.
Reviewer
unhappyplusnetcustomer
Location
UK
Date
20/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
New customer to plusnet. Old broadband turned off 7 days ago and still no router has arrived from plusnet. emails to confirm broadband was live on the same day as the old contracted ended. Customer service refuse to expedite a replacement router or allow me to buy my own. we are still without a router. Terrible experience. We do not recommend this company.
Reviewer
Eliza
Location
Hampshire
Date
20/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
my broadband drops constantly, says connected but no internet. I have spent weeks and 8hrs plus trying to get it resolved. The staff make things up and dont know what they are talking about. one promised me a refund then the next person refused it. the worst customer service experience I have ever had
Reviewer
Terry
Location
Wigton
Date
20/12/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Reliability
1.00 stars
Comments:
Like all the others will only guarantee 1Mbps when we know that 7Mbps is achievable. Owned by BT who control the network so no competition.
We are in a rural situation so nobody cares.
Reviewer
James Brough
Location
Nr Southampton
Date
19/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Support for anything technical is abysmal. Spent many hours on the phone trying to get sense out people who know less about broadband and FTTC than I do.
Reviewer
Alison
Location
Angus
Date
17/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Changing to PlusNet is probably one of the worst decisions I've ever made. In the three months I've been with them, I've had Open Reach out twice, lengthy conversations and chats with PlusNet and my internet is still mainly shocking
It's 9.15pm on a Tuesday and I've just run a speedtest
Download Speed (Mbps): 0.99
Upload Speed (Mbps) : 7.83
Ping Latency (ms): 350
They're charging me £27.50 a month for this!!!!!
Just don't go there - for the sake of your own sanity - just don't
Reviewer
Stephen
Location
Hampshire
Date
16/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Ordered broadband, needed a new router as I currently have talk talk.
They messed up the order and didn't bother sending me a router, when I phoned all they would say was "we can't do anything other than post you a new router with 3-5 working days delivery"
No escalation route, no manager to talk to, no effort to fix the problem.
Absolutely useless, I'm going to be without internet on the run up to Christmas just when I need it for shopping.
Reviewer
Michaelc70
Location
Merseyside
Date
15/12/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Our Plusnet Fibre Extra began in March 2019 and I cannot fault it. The speeds are consistent (70Mb) and very reliable. I’ve only had to contact CS twice, first time was on the day we were connected as Caller ID didn’t work but following a message I posted on the help forum it was activated within an hour. Second time was a few weeks later as I didn’t receive an email to claim the £70 Prepaid MasterCard Free Gift but that was resolved within a week or so. Overall I’m very happy but it’s disappointing they don’t seem to have any plans to offer a FTTH product as Openreach are currently installing that in my area.
Reviewer
Ron gentle
Location
Bedford
Date
14/12/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
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.
Reviewer
Billy lee
Location
BALLYCASTLE
Date
11/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Moved to plusnet in May and shortly after my internet speed dropped,some months later it dropped again.
My previous supplier consistently achieved great speed,never a problem and foolishly moved because of a slight increase in price.
When I contacted plusnet they don’t accept responsibility,they give the usual guff about sockets etc.,absolutely no assistance whatsoever.
They will now loose my business with 2mobile phone contracts and eventually when my contract is up my broadband.
Reviewer
Mark Reed
Location
London
Date
10/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Dear Plusnet,
I’m writing to let you know of the extremely dissatisfying service I had with your customer services team today. At all stages of communicating with your staff – through your chat service, with one of your call centre team members, and then their supervisor – I felt let down, undervalued and like Plusnet had no real intention of satisfactorily resolving my complaint. They just didn’t seem to care at all.
To give you some context, I signed up with Plusnet at the end of August over the phone. During the initial sales call, the consultant I spoke to promised that I would receive an £80 cashback offer after three months. Now, this is an extremely important point to make: I was not told at any point that I had to do anything to receive this offer or, most crucially, that I would receive an email with instructions attached to activate the offer. It bears repeating: this information was never communicated to me.
Now let’s fast forward to this afternoon when I contacted your chat service. I had been checking my bank balance periodically to see if my cashback offer had been deposited in my account, and I got in touch as it had not yet appeared. Your chat service assistant told me that an email had been sent with instructions to claim my cashback offer and it had now expired. When I explained that I had not been told that I needed to do anything to receive the cashback offer, nor had I been told to expect an email with instructions, your representative just reiterated that an email had been sent and the offer had expired – refusing to listen to what I had said about receiving none of this information.
At this point, he sent me the email address connected to the cashback offer and said I should check my email inbox as I may have missed it. After checking my inbox thoroughly, it was clear that I had received no emails in my inbox or spam folder related to the cashback offer. I related this to your representative who said that it must have landed in my spam folder and then expired. He went on to say that since ‘we let you know when you should receive the redemption email’ - which you categorically didn’t do – and that seeing as I ‘hadn't either redeemed the offer or even got in touch querying it, it then expired in line with the terms and conditions of the cashback offer’. Again, it would have been impossible for me to query this offer or check the terms and conditions as none of this information was related to me. When I asked to speak to a manager, your representative refused and responded to me like a robot saying that there was nothing anyone would do because ‘the offer was allowed to expire’. He continually made me feel like it was all my fault, even though I had stated multiple times that no one had ever told me that there was a process to follow to ensure I received the cashback offer. Eventually, he said he would ask a supervisor to speak to me but then didn’t respond for at least 15 minutes, so I decided to contact your call centre.
I explained my situation again, and your representative asked me to re-check my inbox for the email – even though I had made it sufficiently clear that no such email was in my inbox or spam folder. He then proceeded to reiterate what the person on the chat service had said – again ignoring the fact that none of this vital information around the cashback offer had ever been related to me. I asked to speak to a supervisor, and he refused to connect me to his floor manager, as he said he ‘would say exactly the same thing’. Finally, I was passed on to the floor manager who seemed equally uninterested in resolving my complaint. He offered me a paltry £10 goodwill gesture, which is truly insulting, considering it’s entirely Plusnet’s fault that I have not received the cashback offer.
Furthermore, if you are sending out an email with important information regarding a cashback offer, shouldn't you be ensuring that it’s not landing in people’s spam folders where no customer is ever likely to see it? Or do you send it to the spam folder because you are reluctant to actually deliver on the offers that you promise customers?
I think that the only right and proper thing for you to do is issue my cashback offer in full as soon as possible. If you do not, it will solely confirm the fact that you do not care about resolving my complaint at all, and that you do not care about your customers full stop.
Please do not respond, as your representatives did today, with boiler plate responses laying the blame at my floor when Plusnet is clearly responsible. You are simply just unwilling to deliver on the offer you promised. I do not wish to hear from you if you are only going to explain how I am at fault. Please only respond with a statement that explains what you are willing to do to resolve my complaint.
You need to improve your customer service immediately. It is shockingly dreadful, and it does not surprise me in the slightest that Plusnet generated the most landline and broadband complaints of all telecom providers in 2018.
You need to do better.
Reviewer
Jim
Location
Wokingham
Date
08/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I was with Plusnet for over 15 years and mostly had an ok service. I recently moved my phone line back to BT and Plusnet wrote to me to inform me that my phone line was moving and, if I did not want that to happen to contact them. I wanted to move my phone line, so didn’t contact them. They also stated in their letter that, if I wanted to move my broad band and email from them, they would write to me to let me know. I did not want to move my broadband or email, so I didn’t contact them. Then they just discontinued my broadband and email without telling me and no warning whatsoever. I contacted them and their customer service is just rubbish. After the usual 30 minute wait I was put through to 3 different people, had to explain the whole situation until I got through to one chap who said he had spoken to his manager and they would reinstate it within 3 days. That was 10 days ago. I have contacted them twice via their website and spoken to then on the phone twice, only for them to say they cannot (read will not) reinstate my email account - even though I never asked them to discontinue it and they never let me know that they were going to do so. They also host my domain so I have been without email & domain for 10 days. (Should I should be compensated for this?). I don’t think I have had such bad customer service. I requested a call form a senior manger last week to explain how and why they have done this, but have not heard form them........awful customer service.
Reviewer
Terry
Location
Wigton
Date
06/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
It takes ages to get to speak to customer services. I complain about the broadband speed. They change the snr margin, the speed improves. Then over the next few weeks and months they gradually throttle it back down until I complain again.
Reviewer
Elliot Forbes
Location
Bradwell,GREAT YARMOUTH
Date
06/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My mother joined plusnet mainly for the Customer service. Since joining they charged her double line rental for each month. On contacting customer services they promised a refund and then failed to give a refund. The next month they took double payment again. My father had just died so I had to call customer service for her. The lad on the phone promised it would all be sorted but again nothing happened. I even phoned again and spoke to a manager and explained the situation he said he would look into it and sort out an email to my mum. The email never came. I thought that Talk Talk customer service was appalling and was surprised that plusnet has surpassed them. We'll do you proud!!!! Really?
Reviewer
Dan Taylor
Location
London
Date
05/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
een a happy customer for 6 years. Moved house recently and although plusnet was more expensive than other providers wanted to stay with them. What a mistake:
Moved house on 13th Nov. Was told BB would be working on 18th. Called on 17th to confirm all was ok, told yes. No BB on 18th. Called 19th and told the order had accidentally been cancelled so would need to be put through again. Told activation on 26th Nov. Did get BB on 26th....for two days. On 28th it stopped working due to “an old component being deactivated”. Rectified over The phone. On 29th BB stopped again. Called and was told my entire account had been cancelled in error but that it was impossible to undo this error. I had to sign up as a new customer which would take up to 10 days. After agreeing to this further delay, I got the automated update saying our service wouldn’t start for a further 17 days! So a total of a month without service.
When trying to seek a resolution I got conflicting information for all the various teams, also conflicting information about various good will guestures that haven’t materialised, including the line rental saver that I can no longer use as they cancelled my account. Instead of receiving a refund of £130 for this they sent me £50 and are now claiming ignorance that the conversation ever took place!!
Honestly this has been a nightmare. We have very poor mobile signal in our house and so rely on BB for everything.
Reviewer
Adam
Location
Birmingham
Date
04/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've placed my order 5 weeks in advance. Theyve failed to set it up on time. Every time you need to call them, there's an hour wait. The customer service is appalling. If you try to cancel the services online, you're sent around like an idiot. Never again
Reviewer
Simon Stone
Location
Edinburgh
Date
04/12/2019
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Beats Sky and Virgin for Customer Service and Value
If I had read the reviews I would have never moved to PlusNet, but I'm so glad I did. I was being essentially held hostage by Virgin paying £108 for fibre broadband, BT Sport and Sky TV.
I did some basic maths and decided to buy a Freeview box (Manhattan T3R 1Tb), subscribe to PlusNet for Fibre Broadband and use the BT Sport App on my TV's (£10\month from PlusNet) and Black Friday Deals from NOWTV to get Sky Sports, Entertainment and Movies. The PlusNet installation was really simple and as BT OpenReach (PlusNet are part of BT) have now put Fibre into my house, I get over 78Mb Broadband through PlusNet (which is enough) and more watchable content than I had before. The PlusNet component on this costs me £36\month (£26 broadband and £10 BT Sport) and through savvy Black Friday purchasing the complete Sky bundle costs me £18 so a total of £54 a month (half what Virgin wanted).
Focussing on PlusNet, the service has been brilliant. The engineer installation was done quickly and as booked, the router setup was easy and some of the router security and control features are better than Virgins. I have two young sons who watch a lot of online content and game over the internet and no issues with broadband speeds. Also no issues with the router dropping the internet connection on almost a daily basis unlike Virgin. The website is clear and simple and I've moved to PlusNet mobile getting a 11Gb unlimited SIM for £11. When I have called customer service it's taken some time to get through, but Virgin quite often took over 30 minutes. Since terminating my contract however Virgin has been phoning me so often to try and retain me that I ended up blocvking their calls (I have been with them since Blueyonder so 20+ years). Anyway, if you want fast fibre, good offers on BT Sport and to couple that with Freeview and SmartTV Apps for things like Sky then I'm not sure you can beat PlusNet on price and from my experience good (if not great) customer service.
Reviewer
Nelly
Location
Kent
Date
04/12/2019
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Sorry to hear others seem to have had problems with Plusnet. I had very few problems here, before this swapped back and forth between Plusnet and BT a few times but have stayed with Plusnet for a few years now.
Any time I have contacted them it's been easy, staff helpful and easy to understand. Called them today when I could not dial out consistently, looks like a line issue, afyter checks they arranged for an engineer visit tomorrow morning. Not sure if many ISPs could match that!
Reviewer
Andy Shepherd
Location
Whitby
Date
01/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with plusnet since the start of September '19, within the first week I was getting 17mb/s now Im getting less than 1mb/s, it consistently losses signal and I have to spend an hour or more going round and round on the plusnet hub manager trying to get it to connect.
Reviewer
ML
Location
YEALMPTON
Date
01/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service. Waiting for ever, only to find the department can not deal with your query.
Reviewer
GM
Location
Hatfield
Date
29/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Diabolical broadband speed. Way way below what Plusnet promised as a bare minimum. Not enough to live in the 21st century - forget streaming anything. The Plusnet router is v poor quality which compounds the problem and drops in and out ad infinitum. Customer service unhelpful with additional hoops to jump through on an impossible to use "customer hub" before they will do anything. Stay away.
Reviewer
Jon
Location
Islington
Date
29/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely dire. Been with them for almost 4 months now. The first 2 was waiting for installation which was an absolute nightmare. The next 2 the internet has been dropping in and out, and they say there is something wrong with the line. But it doesn't gets fixed, as problem persists. I'm prepared to just cancel my contract and take the losses, anything is better than this. Stay far far away.
Reviewer
glaiza
Location
Date
28/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
bad customer service straggle to understand any words his been saying on phone no verbally unfriendly. Plunet should engage more in customers with manner. never call me back to renew my contract because they want me to pay more. £49.00 a month rediculous price didn't even give me notice letter that my contract is finished
Reviewer
Linda cater
Location
Stewart wales
Date
28/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
I wish I had read these reviews before I change. No router passed the changes 9ver day so no interest. Had to call cancel line no customer service no. Took a while. Their response was we'll put it in the post, 3/5 days. I suggested a better del. They were not interestedoing. Absolutely dreadful.
Reviewer
Paul
Location
Suffolk
Date
27/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Been wiith PlusNet for 6 months now and a real struggle. I am on my third royter but still the same problems. It's a fairly well known and long term issue with their routers. Change to a third party router and you will have no problems...speeds good but intermitent disconections which can be irratating when in the middle of a film. After months of testing all sorts of configs it's quite clear (as others have discovered) the PlusNet One router loses DNS. So setting DNS servers manually (including PlusNet's own servers) on either 1) each device you have or 2) on a third party router (you cannot configure this on the PlusNet One)is the only way to go. PlusNet are not interested. I am now using a third party router (previous ISP) and the PlusNet one as a Wireless AP.
I guess this serves me right for trying to save some money. As soon as contract up I will switch back to Zen who were brilliant if a bit expensive.
Reviewer
M Strickland
Location
Norwich
Date
27/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Absolutely dire company to deal with. I ordered my new broadband account with Plusnet at the beginning of Nov, still not even on-line yet! They cancelled the order, didn't send out the router etc etc. List of poor excuse after poor excuse. AVOID at all costs. Shell energy seem to be far better.
Reviewer
Edward
Location
Manchester
Date
23/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful, dishonest service and lack of transparency.
We took Plusnet up on a promotional offer in 2018 on a one-year contract. The broadband + phone line (with a small additional international add-on) came to just less that £20 a month, which we thought was reasonable. We were told that the broadband would cover our internet needs (two people, one working from home during the day, looking to stream TV some evenings). Unfortunately, the package was useless as the internet had a very slow download speed; within three weeks we were forced to 'upgrade' to the next package, which was £15 more per month. When I spoke to the customer services rep to discuss the issues we were having, he said this was a regular complaint about the promotional package and that he couldn't do anything for us apart from give us the 'upgrade' to a faster (and much more expensive service). 12 months on I cancelled my contract with Plusnet but even this was too much for them to handle and they kept on charging me for services that I did not need. I've asked twice for a refund but it would seem that it will not be forthcoming.
I have warned friends and family and would strongly discourage anyone from engaging with this bunch of shysters.
Reviewer
Peter White
Location
High Wycombe
Date
23/11/2019
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Plusnet have left me with no internet on black Friday. I transferred to them from my previous provider 15 days ago.They were happy to send welcome emails and except a years line rental in advance,but then nothing!No texts,no router,no emails.
I have changed ISP many times from Talktalk,Postoffice, EE to name a few but none of them ever caused any problems. The new router would turn up in the post an email told you when to plug it in, loss off internet 4-5 hours max.
Plusnet through thier incompetence are going to take a further 6 days(on top of the 15 days they've already had) at the most important time of the year for purchases.
There excuse "some outreach problem with ISP contract handover " i.e the dog ate my homework Miss. Come on guys this is your business you're ment to chase up the bits that don't come together properly.
They graciously said that they "won't charge me for the days that they're NOT PROVIDING a service".
Well; thank you So Much!☹
So if internet access is important to you I would STEAR WELL CLEAR.
ps. I put 3* for broadband speed and reliability because I don't know if they are good or bad.
Reviewer
Vincent
Location
Doncaster
Date
22/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I keep having issues with speed and drop outs. They are now telling me this is acceptable.
This has been going on since i switched to Plusnet. Customer service is a joke.
Reviewer
Neringa
Location
London
Date
22/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all cost! Worst company ever. Made mistakes in the contract. Customer service not helpful at all. Keep making mistakes in every step. Passed outstanding balance to debt collectors while ongoing complaint was not resolved yet. Customer service just repeating useless script over and over again. Can't speak to anyone who knows about a case.
Reviewer
Mike Kelso
Location
Somerset
Date
20/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not listen to their adverts, the worst company I have ever dealt with by far, never even got their broadband, cut off from old company for a week and plusnet never kept in touch, cancelled which took over half an hour on phone and refund might take 3 weeks, this company does not deserve to be in business, sign up elsewhere, you will thank me ....
Reviewer
Rouke
Location
Gateshead, Tyne and Wear, UK
Date
19/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Seems to break quite a lot. Currently having issues which is annoying as I'm a small IT business. Looking at diagnostic using trace route it appears that the line drops frequently and traffic struggles to make it past the providers routers. Problem is at their end.
Reviewer
Oldnewt21
Location
Oswestry
Date
18/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Moved from BT two years ago due to constant price hikes for loyal customers.
Recent service from PLUSNET has just gone down the plughole. I have had major problems logging on to email,specifically on my ACER pad.Continuously returning "Wrong user name or password" however that combination is logged in my firefox browser and also in (successful) current use on two other devices, one iMac and one windows laptop. Followed set up to re-install but still the sme old messsage.
Online contact for help was poor, only suggestion was to yet again change password. This happened to me last year and then changed on all devices, even wrote them down!But now again ACER/Plusnet tells me I am wrong. PLUSNET help really isn't HELP at all!
Reviewer
Dave
Location
Haverigg
Date
17/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Due to some personal issues and having moved house at the same time, I wanted to close my account. Eventually I just stopped the direct debit. You cannot close the account unless you write to plusnet, or phone. What happens when you phone is that you either get put in a queue for at least 30 minutes, or somebody answers the phone and immediately puts you in a queue for at least 30 minutes. I am not going to waste that amount of time, so I will write to you, which is pretty unbelievable considering you're an Internet company
Reviewer
Laura
Location
London
Date
16/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I just recently became a „customer“ to Pulsnet. For the last month, it has not worked (except for one day) and it looks like this problem cannot be resolved in the near future because of my availability during working hours. I asked to cancel my contract or pause it until the problem is resolved since I am not able to use their services. cancellation seemed not possible for them without extra early determination charges and they were not able to pause for as long as it takes to resolve the problem (my originally preferred option). Due to their poor customer services, I would not recommend this provider.
Reviewer
Lynne Turvey
Location
Spain
Date
16/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 18 months of awful WIFI signal and putting monthly direct debit up without our knowledge, we thought we would come to the end of our contract.
Unknown to us, plusnet 'automatically renewed' our contract for another 18 months
Tried to argue this as but they just referred us to a debt management company called past due credit. It has cost us £300 to exit the contract we didn't even want, as we don't even reside in the UK anymore! Be warned, do not use plusnet
Reviewer
Ruth Hart
Location
Essex
Date
15/11/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been a customer for many years and overall the service has been fine. I did have a major billing issue back in July which has only just been resolved. I would like to personally thank Lee Yule for his superb professional approach which was both caring and considerate. Lee has been such a fantastic help resolving all the issues. He is a credit to the company. I would have left and changed provider if it wasn't for Lee.
Reviewer
CC
Location
S. Wawickshire
Date
15/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
It must be getting close to 2 years that I have been unble to access my bills on line via my prefered browser, Firefox. In the last 6 months I have been able to view them as long as I change browser!! I have raised the issue countless times just to be fobed off with 'we are working on it'. Really, for 2 years!
Also, evey evening my braodband stutters and freezes, I can only imagine this is due to high demand. However, this too has been going on for a VERY long time...surely they know how much demand will spike and at what times,...can't they plan for it!?!
I am about to change suppliers, and HALF MY BILLS in the process.
Plusnet get your act together, you have steadily increased your prices but the service levels haven't improved in line with that. I'm off.
Reviewer
Alistair
Location
Dundee
Date
15/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Consistently lower than the 27mbps minimum guarantee, often at only 10mbps 3 months into the contract despite numerous calls and an engineer visit. Customer support are extremely unhelpful with the helpline often closed within stated working hours. I would recommend avoiding this company.
Reviewer
Anton Vybornyi
Location
London
Date
14/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
David
Location
Matlock
Date
14/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Plusnet ripped me of by hiking up my prices by £7 a month without informing me.
When I called to renegotiate I was forced to play some guessing game with your call handler as to what she could offer, before being told the minimum contract I could have was £5 a month more than you would give a new customer.
Reviewer
Hannah Lawson
Location
Ormskirk
Date
14/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Can’t comment on broadband speed or reliability as still don’t have it set up.
Terrible customer service.
Reviewer
Graham
Location
Llanelli
Date
14/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Comments:
9 days without a land line and I am told it will be another 5 days before its repaired. We are both 80 year old people and it's our only form of contact. Change your strap line to.. We let you down. Shameful service
Reviewer
Kristina
Location
Dartford
Date
14/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We paying so much money for nothing. Only works in our living room. Called and they did not care at all.
They were fixing it once so did not have internet for a week. They told me I won't have to pay full amount still paid same as always. Can't wait for my husband to cancel it
Reviewer
Harriet Thomson
Location
Haddington
Date
14/11/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Compared with my last provider, plusnet is excellent, I was always having to switch it off and back on to get wifi, which is all I want. With Plusnet, I don't have to do that any longer as it's never dropped since I first plugged it in, also, it's half the price, first class, hence 5 stars.
Reviewer
Terry
Location
Wigton
Date
13/11/2019
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Openreach engineers have tested my line and showed that I could get up to 7mbps. But I am now only getting 2mbps and I keep having to reset my plusnet hub when I lose internet connection completely. Apparently some part of the network system automatically turns down my speed because of the signal to noise ratio (snr). Everytime I phone plusnet I seem to be on hold for 15 minutes plus before I speak to anyone. The getout is that they only guarantee 1mbps.
Reviewer
Matt Roles
Location
Rayleigh
Date
13/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking from Plusnet. Swapped internet provider mid August. They eventually switched over at the beginning of September (They purposely take their time, you'll understand why). When swapped over internet was terrible. Kept buffering. Couldn't watch a programme in one go (this was supposedly 57mps speed) rang numerous times to fix, but still same results. Within 3 days swapped internet provider. Am now receiving Early termination fees of £180 even though I left within 3 days. They're arguing it was from mid-august date. I.e. They're purposely waiting beyond 14 days to switch over, so that when they do give you a below standard product, you're tied into them for the remainder of the contract. BE WARNED!!!!!WILL NEVER USE AGAIN!!!
Reviewer
BrianM
Location
Leamington Spa
Date
12/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Customer services, total waste of time. No service. Happy to hide behind customer lack of knowledge and continue to over charge compared to their "new" deals.
Customer care line dropped when tried to cancel my service.
DO NOT RECOMMEND
Reviewer
Jay
Location
Maidstone, Kent
Date
11/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
No complaints about BB, but customer service is appalling. Just been cut off twice, hanging on for over half an hour, and still not spoken to anyone about my contract. Even if you want to complain, you have to call--and they don't answer the phone!!Been promised a call back, but I won't hold my breath. That's an hour of my life I won't get back.
Reviewer
Wayne
Location
Newport
Date
10/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute diabolical Service did not receive any of the promised service,so cancelled and now they are demanding money. Stay aware from Plusnet.
Reviewer
Aaron Burton
Location
Huddersfield
Date
09/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Totally messed up my house move. As far as I knew, everything was arranged for the day after I moved in to get an engineer out. When I called the day before to confirm the installation, I was told there was an error in the order and it would have to be rebooked. I agreed to this even though it was leaving without internet over Christmas. Again, the day before installation was due I called Plusnet to confirm. Now there was a problem with Openreach because my house already had an active line (it didn't). I asked them to confirm the details to find they'd booked the installation at the address is moved from! Absolute incompetence! I told them where to stick their broadband and moved to Sky. In Plusnet's credit, they agreed to waiver any early termination fees.
Our so I thought....
10 months later, I received an email from Plusnet saying payment could not be collected for my latest bill. I logged into my account to find a bill for early termination charges - issued 9 months after my move. As during the previous fiasco I'd spent hours and hours on hold to their customer services, I contacted them via webchat. The operator confirmed that the bill was raised in error and world be credited. Two weeks later I bet a call from their debt department chasing payment. I told her the story and she said she had put a note on my account. Two days later...another debt chase call! I demanded to speak to someone who could help without being put on hold for hours and was put though to technical support(?), the operator said he had emailed the billing team to sort this. We'll see.
I will avoid Plusnet and would recommend anyone do the same unless you're a fan of incompetence. As I'm also in a position to do so, I've also transferred my company's broadband away from Plusnet. It's hard to believe they're owned by BT. They definitely need to invest in staff training!
Reviewer
David Brown
Location
Newcastle upon Tyne
Date
09/11/2019
Ratings
Satisfaction
5.00 stars
Comments:
Keen price, excellent pro-active customer service, very good and timely communications and instructions.
I am very happy with PlusNet.
Reviewer
Alexandra L
Location
England
Date
08/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolute joke of a service. Had to pay 80 to get an engineer out and wasted two days annual leave because the first engineer who turned up couldn't do the job needed.was told oh it doesn't matter because you're getting 75 cashback once the service is up and running any way. The service itself took a whole month of back and forth to sort out. When it finally came I waited for the cashback. And waited. Just called up and asked where the cashback had ended up. They sent an email out 3rd September asking for me to claim it as if I wouldn't just want it automatically. Absolute scam. For whatever reason the email ended up in my spam box and because I didn't kick off with them asap I've ended up missing the "deadline" for a task I've never been verbally told I had. Such a disgraceful way to treat customers and that was a lot of money for me. There is absolutely nothing the company is willing to do because the email scam is in the small print. Never again and I'd advise all friends and family to stay far far away from these guys.
Reviewer
Joanne Findlay
Location
Harrow
Date
07/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible experience. Cut off our existing broadband earlier than we asked. Took over 3 weeks to set up our new broadband, after 3 weeks they still failed to! So we asked for a refund, which they agreed to. But haven’t received said refund and are having to contact them almost daily to try to get this done! So overall very frustrating and very much looking forward to the day that we get our refund and don’t have to spend ages on hold on the phone to them!
Reviewer
Emily
Location
Date
06/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not helpful, said internet will come on a certain day however it is now a day later and they still have failed to put on the internet.
Reviewer
Alex Hollis
Location
Reading
Date
04/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Had an intermittent fault with my service, booked an engineers visit which Plusnet automatically cancelled. Eventually got an engineer to attend, the service was then out for a while week with a further two visits. I spent 5+ hours on the phone, the agents don't have a clue and there is no consistency in handling calls. In the end Plusnet agreed that they would wave the contract cancellation fees. I think they'd given up.
Reviewer
S L Thould
Location
Lytham St Annes, Lancs.
Date
03/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Joined in March 2019 plusnet have not taken any direct debits since. Customer Service they have trouble with their systems, recent bill was gibberish. Was advised to cancel direct debit until sorted but am getting threatening emails and texts for non payment! Am switching tomorrow - advise people to look elsewhere rather than plusnet - I'm not the only one to have this problem - can't even connect to their website now, get, 'failing- billing' message!
Reviewer
Charlie
Location
New Galloway
Date
03/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Recently signed up to Plusnet, was told broadband would go live on the 2nd of November, I called them and was told 3 different things, then called John Lewis Broadband who told me to use PLUSNET router until 15th, phone line should switch over then, DO NOT USE PLUSNET!
Reviewer
Mr Ian
Location
Lincoln
Date
02/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
12 months on - speeds lower than last provider, reasonably stable. Renew prices very misleading. took 3 calls with 20 mins wait on last 2 to find out actual renewal price. Renewal price higher than deals for new customers and 66% dearer than same speed for new customer with post office and quidco cash back !
Reviewer
Stella
Location
Lewisham
Date
02/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
My broadband Is terrible. I have never seen anything so atrocious before in my life. I am seriously thinking of changing to a different broadband service. Act soon!
Reviewer
Rachel
Location
London
Date
01/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
After signing up to Plusnet with the incentive of a £60 voucher, we were late noticed to the terms and conditions which says you need to activate it yourself and if this isn't done within 3 months, you don't get anything. This wasn't clear from the onset, and then Plusnet wouldn't even give us anything for it and just said well that's the terms and conditions. The internet is ok, but not the best. We feel fooled into going with this company and are not satisfied at all.
Reviewer
Alex Hollis
Location
Burghfield Common
Date
01/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Three weeks of faults two days off work for engineer visits and no further forward, worst provider.
Reviewer
Richard williams
Location
Huddersfield
Date
30/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is poor I have never had broadband so slow, I could walk to the exchange faster than this works. I have had O2
, Sky & post office broadband all faster than this setup. If it does not improve I will be going back to the post office
Reviewer
Gary Redmond
Location
Haslemere
Date
29/10/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Been with Plusnet since 28th Jan 2019. The switch-over was seamless and the broadband speeds very good, but from fairly early on we started to experience loss of internet connectivity. I've worked in IT for the past 20 odd years so I ensured I first ruled out my internal infrastructure as the cause of the issue and ran version tests. The results of my testing showed that broadband connectivity and throughput was stable, but all devices (wired and wireless) on the LAN were failing DNS resolution - IP connectivity worked without issue, and the only way to restore DNS was to reboot the Plusnet router - which is the DNS proxy for the LAN.
The issue was originally raised with Plusnet support around 5 months ago, at which point I sent them the results (traceroute, nslookup) of my testing; a number of weeks past with no response from Plusnet support, I phoned to chase progress and ended up having to explain the whole situation again as it turned out my original report was not logged.
The DNS issue is now happening on a daily basis, requiring a Plusnet router reboot each time. Plusnet sent me a new router - exactly the same issue after new router installed.
Plusnet support are now claiming they need to send out a broadband engineer which may incur a £65 charge, but they are unable to explain why or what the broadband engineer is going to actually test relating to DNS - broadband connectivity is not the issue, they can see that from their own GRE Test.
Every time I speak to Plusnet Support it is obvious that their support staff do not understand basic network connectivity and testing, and there appears to be no networking team they can escalate to.
The issue continues.....
Reviewer
Berny Rea
Location
CF363SN
Date
28/10/2019
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor I can’t even watch hd channels without pixelating and unable to watch fire stick programmes
Reviewer
alan
Location
morley
Date
28/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid plusnet at all costs there fibre is useless. Down load speed should be 38mb but lucky if get 24mb on a good day
Reviewer
Kerry
Location
West Midlands
Date
27/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband I have ever had. Could not get online in my bedroom, router would periodically just keep kicking me off and very slow. Icing on the cake was when I gave 30 days notice and they disconnected my home phone and broadband immediately. Problems with mobile service as well. Complaint Manager on broadband side very helpful, apologetic and professional - I could not fault her. Complaint Manager on mobile side not very helpful and not all apologetic.
Reviewer
David Mellers
Location
Fernilee
Date
25/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
After canceling one of my business phone lines/ADSL for slow speed that they could not sort 1/4MB up and 4MB down. They said there would be no charge for the cancellation as i have been a customer for 20 years and still have lines with them. I have also had this confirmed in there on line chat and email after many hours on the phone and emails, As they had sent request for the payments. But 2 days ago i get a letter from Plus net that they have passed my debt on to a collection agency and adding 25% to £58.79
I have had problem with them over the years but have sorted quite well. The customer service team now seem incompetent.
Reviewer
Chris
Location
Sheffield
Date
21/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ping variations, slow upload & download speeds, cut outs, a router that can barely reach 1 room away... you name it.
Plus net should be liable for false advertising because not only is the service disgustingly bad but the customer service is one of the worst out there.
I feel for the poor internet engineers that plus net send to us because they’re convinced it’s a line fault. Every engineer says it’s fine, “it’s plus net that’s the issue” and plus net customer service just run around in circles. This is the least reliable internet service out there.
Months of issues and ringing plus net constantly lead us to this conversation:
C: “I’m sick of having to ring you constantly”,
PN: “Well I can see you’ve used over 500GB this month”,
C: “I pay for unlimited download...”
PN: “yes”
Plus net ran out of excuses so flipped to blaming me for using the service I pay for, my job is in technology.
I could honestly write an essay longer than my Master’s thesis in how wrong and bad plus net are. DO NOT USE THEM
Reviewer
Charlie
Location
New Galloway
Date
21/10/2019
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Plusnet give me terrible broadband speeds, but their customer service is ok, they help me, ONLY BY PUTTING ME ON HOLD FOR ABOUT 3 ******* HOURS, I will be changing isps as well, don't go with Plusnet or John Lewis Broadband who also use Plusnet.
Reviewer
Dennis
Location
Cheshire
Date
21/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I'm now into my 6th year with Plusnet and am now running out of patience with them. Renewing is always a big hassle. Every year they mess up my renewal. I have to negotiate to get a decent deal and then they get some part of it wrong, overcharge me, and I have to wait months for them to rectify their mistakes. They did the same this year and after I thought the first error had been sorted I now find that they have not included mobile call in my package as I have been charged for these calls. The emails they send are as clear as mud and there are invariably long delays if you phone.
Next renewal I am DEFINITELY shopping around!!
Reviewer
chris young
Location
cheltenham
Date
21/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely useless. I placed a homemove on the 30Sept. They checked the new line and said all ok. I should have broadband in my new home on Fri 11 Oct. It didn't happen. What with moving house etc I was unable to chase until Mon 14th when they said the house no. was not assigned to the order so the automatic provisioning didn't kick in. Agent said they had sorted this now and I would be enabled on the 18th. I then saw a mail saying I would get a call for an engineer visit. So I rang up on the 17th and the agent had to place a new order. Turns out nothing had gone through the system from my call on the 14th. So now I am told I will get broadband enabled on the 31st of Nov. This is absolutely rubbish, if I had known this delay at the outset I would have moved to a new provider.
Reviewer
LRJ
Location
East Devon
Date
21/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Reliability
1.00 stars
Comments:
Broadband speeds have sunk down to unworkable. In the speed test today it was 0.3 for download and 0.1 for upload. Websites time out before fully loading and it reminds me of the days of the acoustic coupler when it was a miracle to get onto the internet and you didn’t mind going away to make a cup of tea while things loaded up. Now only use tethering from my mobile phone to get online. I am about to cancel service (What service?)
Reviewer
Mel w
Location
Glasgow
Date
19/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute garbage. I switched from Talktalk who are also garbage to Plusnet and my god, I have only been with Plusnet for 3 days and it is the worst internet I have ever had. It lags throughout the entire day. Gaming is terrible for it. Even when I'm on my phone, it lags and is slow as hell. I am cancelling and going elsewhere. Please do NOT go with this company.
Reviewer
Mrs Crook
Location
Lancashire
Date
18/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I am utterly appalled with Plusnet. I have been a loyal customer of Plusnet for over 6 years. I use the Plusnet line rental saver which I thought was saving me money. But recently having signed up to the line rental saver again, I find out that I am paying well over the odds for my fibre broadband and Plusnet only give new customers a good deal.
I contacted Plusnet and was told that they can only reduce my bill by £5 per month, despite me still then paying more than new customers do and not being offered the £70 cash back that new customers get.
I was also told, when I expressed how unhappy I am about this, that it is the industry standard and that all companies do this. What the hell? So basically this despicable greedy company who over charge LOYAL customers badly needs REGULATING!!! The blasé attitude of the customer service representative shocked me, they do not give a single damn about their customers. Loyalty would NOT be recognised if it slapped them in the face. So I almost signed up to an 18 month contract, but thought hell NO! Why save myself a measly bit of money, when in a few months I can leave and go with another provider? So I asked the representative to NOT go ahead with this new rubbish deal.
He did also try to sell me a mobile deal in the first few minutes, also tried to sign me up to a 2 year contract, despite me not being happy with the abysmal deal he offered. So a new customer gets a great deal on an 18 month contract with £70 cash back. I would pay the same, plus pay line rental and not receive cash back! The day this company goes bust will be a happy day, horrid they are. Customer service is pretty useless unless you want to sign up to a new deal, terrible long wait times on the phone, live chat non existent! It just tells you to ring them??? I mean this is Plusnet, the owners of phrases such as “We'll do you proud” “Great customer service with UK call centres” What they don't say is they are bottom for customer service, customer service representatives don't speak good English, despite being English! They leave you waiting 30 to 40 minutes at peak times. Tiny call centres understaffed. Poor communication skills, inability to understand why a customer of 6 years is upset with being over-charged!
I am so disgusted, I cannot wait to leave this awful company and never ever give my business to them, or BT ever again!
Just look at the appalling customer service replies at the end of each persons post! Cut and paste standardised drivel. They make you think they would help, it is a joke. You cannot hide from what you are, utterly greedy, uncaring and a disrespectful company.
Now here is the bigger problem, I have an email to say my new contract is set up, but despite me saying I do NOT want to take this new contract, I have received no email to say it has been cancelled! I have your representative on tape!!! It is going to Watchdog, should you sign me up to a contract after me saying I do NOT want it, I will also be taking this to the Ombudsman.
I loathe you Plusnet, absolutely loathe you. Your attitude to what is an industry standard is to be spat on, you are just as gross as the rest then right? A round of applause for being greedy, disloyal and lousy.
Reviewer
Matt
Location
York
Date
18/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never experienced a complete lack of ability. Dreadful “fibre”. Can’t even get access to my bills as PlusNet took my email address down wrong. After 2 hours of speaking to various people (and them all taking some assured sense of ability in telling me the issues with THEM having taken the completely wrong email address) I gave up. DO NOT use Plus Net as your provider. They will not do you Proud.
Reviewer
George
Location
Highlands
Date
16/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid plusnet at all costs there fibre is useless it's like being on dial up constant phone calls to them about speeds and you get nowhere
Reviewer
Garry Makinson
Location
Leeds
Date
16/10/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Shocking broadband slow after 12 month contract total RIP off never ever will I use this useless company again
Reviewer
Gem
Location
MARYPORT
Date
16/10/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Shocking service not recovering bills for over 3 month after upgrade then demanding over £100 that day. This has happend twice then they just randomly closed. Y account without notice will definitely not be recommending or consider using again. Avoid
Reviewer
Rik
Location
Accrington
Date
15/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Worst internet provider I have ever had, communication is none existent, customer service is poor at best. The internet speed is like being in the 90’s!
And when the bill fails to go out due to payday being just a few days away! Within minutes The internet is cut off and Services restricted. Hence why I am having to use my noble date to make this review.
Don’t waste you time or money!
Reviewer
DanT
Location
UK
Date
15/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible ! I have been with plusnet twice over recent years and each time I have regretted being sucked in by their promotions. From trying to be charged for unnecessary visits to my house (that I requested should not take place), poor customer service and lengthy delays getting refunds back from them. I will not be using them ever again.
Reviewer
Josh
Location
Woodford Green
Date
13/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Watch out for trick terms on Line Rental Saver.
I recently took out Plusnet broadband, and hence landline, service. Due to insufficient speed, I had to cancel this service. At that point I learned that while Plusnet use the same "Line Rental Saver" name that BT use for the underlying BT line rental, the cancellation conditions are very different. In particular, BT states that fees for unused months of service are refundable, while Plusnet refuses to honor such a refund. While there may be some fine print concerning this, I assert that different providers should not be permitted to use the same product name for what customers know is the same underlying service with vastly different terms.
Reviewer
Ian
Location
South Yorkshire
Date
13/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Switched away both of my lines from PlusNet because I was fed up of the instability of their connections, 3 disconnects a day whilst trying to work, watch, or play online was fairly typical, and despite sending 4 BT engineers out who said the problem was with PlusNet, PlusNet refused to act. Since moving to my new ISP I have a typical connection time of weeks and months highlighting the fact that it was indeed PlusNet at fault with an unstable network and they simply don't know how to manage or fix problems on their own network.
To make things worse, upon leaving they tried to bill me for 24 days of service past my exit date, and when I asked for an accurate invoice I was told they're incapable of generating one in less than 21 days. I therefore asked that the incorrect bill be declared null and void until such time that they could generate an accurate bill, but I was told this was not possible; therefore PlusNet's conclusion to their inability to generate accurate bills in a timely manner is to place the burden on customers to give PlusNet money that they are not owed in the hope PlusNet one day return it to you.
Reviewer
Fred
Location
London
Date
12/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Difficult not to believe that the BT engineers have instructions to treat plusnet customers as second class citizens. Awful service when something goes wrong. Incoherent communication. Just lousy all round. Avoid.
Reviewer
Stan GS
Location
Horncastle
Date
12/10/2019
Ratings
Satisfaction
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Plusnet were very slow in switching to them. Took them 5 weeks to switch over service from previous ISP. Plusnet One hub worked fine for a week then started dropping devices. They would all say connected but you could not get online. The only workaround was to reboot which eventually would connect again only to disconnect later that same day. This problem persisted around a week before things started to settle down and touch wood been OK since. However, I noted the problem appeared to be whenever devices tried to connect to the 5GHZ, devices on 2.4GHZ were ok. Looking for advice on the net, it became apparent that this issue is quite common with the Plusnet One hub and numerous discussions can be found. It would be good to use 5GHZ as when I could the speed was much faster. Turning to the line speed, the speed is running at around 4 to 5mb download slower than previous ISP and around 3mb upload slower. (Street cabinet only being 4 houses from me and the exchange being 0.7 miles away). That said its more than adequate to stream iplayer and the like. Plusnet are competitive on price
Reviewer
Alex Harbinson
Location
London
Date
11/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Beyond terrible customer service. Avoid at all costs. Would give zero stars if it was possible.
Reviewer
Rob
Location
liverpool
Date
10/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In the beginning the broadband speed was ok, 2-3mb/s less then my previous provider. With time however, after a month or 2 it dropped to approx 4mb/s, 25% of the initial speed. It is not stable, and frequently cuts me off. Youtube and Netflix have buffering problems and streamed movies pause all the time. Customer service is like talking to the wall.
Reviewer
John
Location
Battle, East Sussex
Date
10/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
NK
Location
Bridgwater
Date
09/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I switched to Plusnet 3 months ago and it took them around 2 weeks to sort out all the problems, so I could finally had a slower internet. Then I moved my house, and I have been waiting for almost 1 month now for Plusnet to sort out the internet at my new home, last thing they said today was the day that it would be fixed, and now they say "there's a centralised problem with the telephone exchange". I don't believe one single thing they say, don't recommend them. My plan is now to switch to my ex internet service provider.
Reviewer
John
Location
Staines
Date
08/10/2019
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Took out new contract with plus net in July, believing we had a fixed contract,within a couple of weeks they advised that BT sport was being increased by £5 per month and today advised that our call plan was going to be increased by £1 per month.
Reviewer
Raymond Habergham
Location
North Wingfield
Date
07/10/2019
Ratings
Satisfaction
2.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Broadband speeds never over 4.8 mbps
Reviewer
Joel
Location
Cheshire
Date
07/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not ring Plusnet. Thay were recommended on USWITCH site, and as I had a query I rang the contact Number shown on their page.
The call to 08451110093 cost me £11.34 for 16 mins worth of wait and a short conversation.
Disgrace to charge customer enquiries this sort of money. AVOID. This obviously a deliberate policy to milk sales enquiries.
Reviewer
Gerard
Location
Londoon
Date
03/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If there were negative stars I would use them.
Would advise no one to use plusnet
Boardband speed has been significantly below the agreed minimum. Today was 0.04MPBS. Complain but they don't care. The Code clearly means nothing
Reviewer
Helen
Location
Hebden Bridge
Date
03/10/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I've just had a problem with my broadband. Plusnet could not have been more helpful. Well informed staff. Good records of what was going on. People had a plan a d put it into action ASAP. Received refund for loss of provider during the process. Polite helpful service. Spot on.
Reviewer
Gary
Location
Liverpool
Date
03/10/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Plusnet continue to lower standards.
The latest addition to their service is that if ( which has now been proven) there is a fault with their service, YOU have to pay for an engineer to fix their problem.
I have had countless issues with Low MB/s, way lower than my contract promised, yet time and again we run through the same routine of unscrewing my phone box etc etc.
The stange thing is as a computer engineer, I know it's on their end. Either the Control box or the Exchange. That's been the issue, every, single, time. Yet each time I contact them, they want me to pay for the engineer and when you refuse, they tell you that you're now obligated to remain with them for another month. Has to be illegal as it's not in any contract I signed. Yet that's the email from customer support I got.
So there's Plusnet. I'll be finding another provider asap. My advice is avoid them.
Reviewer
Pat Barfoot
Location
Metheringham
Date
02/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Comments:
Tonight I have had no luck at all.
I'm 89 and poor with I T. admitted. I can't log in and my home phone has NO dial tone. This means my LIFELINE cannot work. I need help ASAP< please.
Reviewer
Terry Cartmail
Location
Wilberfoss, YORK
Date
02/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service is very poor. Lower than guaranteed speeds day after day. My landline no longer works. CS never return calls or emails. My case is currently with the Ombudsman....Do elsewhere for good Broadband
Reviewer
Ollie
Location
Rochester
Date
02/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling customer service often given the run around..they can`t make any decisions without their teamleaders who aren`t there..very poor compensation if any line been down a month..jokers
Reviewer
Will
Location
Tyne and Wear
Date
01/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After growing tired of doing the virgin dance every year, I decided to change providers and went with plusnet thinking "how bad can they really be?" Well here's my opinion after a year with them.
A truly awful service provider. My service is interrupted multiple times per day and although they can see the drop outs they claim there are no faults on the line. They want me to agree to a charge of £65 before they send an engineer to inspect the line and my set up despite it never changing since the day it was installed. The customer service is among the worst I've ever experienced, they fob you off time after time, you wait anything upto 1 hour (it might have taken longer, I hung up) for them to answer the phone, contacting them online can take days for them to get back to you and I have NEVER got the speeds they promised. I can't wait for the day this contract is up and I can move to a better provider.
Reviewer
Jvarle
Location
MARYPORT
Date
01/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Customer service and contractual information are totally dire. Completely obscure. Took several phone calls to figure out why money was taken and not refunded as customer services originally said so.
Avoid like the plague. It's British telecon in disguise.
Reviewer
Hellen
Location
West Midlands
Date
01/10/2019
Comments:
Speed - appalling, constantly drops
Customer service 40 minutes wait
Broad band speed - upload .69 when it works, download 5.84 when it works
Reliability zero
NEVER had any trouble with previous provider with speed in 15 years. Moment I changed to plusnet all changed.
Only one word to describe - USELESS
Reviewer
Mark Bradley
Location
Barnstaple
Date
01/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
My father passed away on 22nd August. Fortunately I was able to access his emails and found the first of many demands for payment from Plusnet relating to the old closed account in his name. I contacted Plusnet's webchat to advise of the situation on 24th August. It was left that the account was to be closed.
On the 2nd Sep Plusnet again emailed chasing payment. I again contacted via webchat on 6th Sep and was assured that the account would be closed within 3 days.
On 15th Sep Plusnet AGAIN emailed chasing payment, claiming that his service was now restricted. It certainly was – he had been dead for 3 weeks!!! I AGAIN contacted webchat and was AGAIN assured that the account would be closed off within 3 days.
On 17th Sep Plusnet YET AGAIN emailed a demand for payment, but since this was within 3 days I ignored it as I had been advised to do by Plusnet's advisor.
Today I am at my wits end. I have had my mother on the phone in tears not knowing what to do. Plusnet have sent a letter addressed to my late father to her address, chasing payment and threatening to pass the account to debt collection agents.
Reviewer
Michael Clark
Location
Dundee, Scotland
Date
30/09/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with Plusnet for 21 months. Biggest mistake I ever made. Not had a phone for about 5 months, tv Broadband
Rarely goes above 547.86kbs. Mate with a metal leg gets better reception, (have put in bid for his old one). Avoid.
Reviewer
Ex 8 year customer
Location
Wirral
Date
29/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
'used' to be great. Couldn't help enough. Last 3 years, absolutely dire and getting worse. Couldn't care less your leaving, sales room and customer service put the phone down if they don't like your query....after waiting 25 minutes to get a response.
To big for their boots now. Go elsewhere
Reviewer
Andrew
Location
Coventry
Date
27/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Shocking Customer Service
Don't be fooled by the adverts this…
Don't be fooled by the adverts this company's customer service is a disgrace. Numerous calls, no action , passed from pillar to post , no resolution, no clue
Avoid!!
Reviewer
andrew
Location
coventry
Date
27/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Not able to use phone for ten days, phoned on numerous occasions. The customer support is an absolute disgrace. Avoid!
Don't be fooled by the adverts, this company is teribble
Reviewer
Annoyed
Location
East Devon
Date
27/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
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?
Reviewer
Mr WA
Location
Leeds
Date
26/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
been with plusnet for just 4 months, joined them believing they were an up and coming company battling the big boys! seem to remember their adverts raving how good they were especially their customer service. advising of an eminent move. their website advises a charge of £65 if staying with same contract or new contract and free, i was willing to start a new contract but it was to cost nearly fiver a month more, questioning this i was informed i was still being charged the £65 but it was being added to my monthly payments! cheeky bug***s. i paid the £65 and told them i would simply end my contract when the year is up.
their routers are pants also, i can't get a signal anywhere around the house, no internet upstairs!!!
One month later the saga is still ongoing and I’m paying the £97 to simply end the contract. And refused to go to BT as they own Plusnet..... is all this bad reviewing to close Plusnet and nab all there customers ??????
Reviewer
Mike
Location
London
Date
25/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service was fine, then speeds dropped. Reported the speed drop and no action was taken at all. Still slow speeds well below what I am paying for. And they had the cheek to close the fault report saying I didn’t respond (but they sent no messages about it). Avoid, avoid, avoid.
Reviewer
Steven
Location
South Wales
Date
25/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service has not worked for nearly two months and speed s really slow when it does. Still expecting me to pay as well....!!!! Avoid...
Reviewer
Bernie
Location
KA256AW
Date
11/09/2019
Comments:
Signed over my service to Plusnet 3 days ago. They changed my telephone number against my wishes and without advising me and disconnected my broadband so now instead of having fibre BB I have nothing. 3 days of broken promises and assurances to correct the problems by different individuals has resulted in no action. You call their phone line and you have to que for 20 minutes.
Stay clear scandalous service hence no stars as I have no service, they did however take the funding from my account.
Reviewer
jamie allan
Location
glasgow
Date
11/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I move to Plusnet 3 weeks ago and though the actual broadband service is fine their customer service is woeful. I was incorrectly signed up to a 12 month contract rather than the 18 month contract I'd selected online. This meant a cashback offer wasn't honoured. I've spent probably 5 hours in telephone calls including being hung up on 3 times to simply get nowhere. Their staff don't seem to know what they are doing and every call seems to get a different answer. I'll be going elsewhere once my (now) 12 month contract is up.
Reviewer
Rebecca Hopkins
Location
Exmouth
Date
11/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
First of all I signed up with Plusnet when living in Bristol, it took a month of phone calls, to occasionally sexist men asking if I knew how to use a screw driver, to set up because they had signed up the wrong flat. Eventually it was up and running, the internet was reliable but a little slow.
Out of ease and the lure of avoiding the cancellation fee I decided to carry on with them once I had moved to Exmouth. This was a mistake, first of all it was delivered to my next door neighbours address, and again it’s going to take a month to activate my broadband. When I phoned to asked to bring the date forward the customer service team were rude and told me I can cancel if I want too but it’s a £12.99 a day charge.
I will not make the mistake of using plusnet again, once my 18 month contract is over I will be switching.
Reviewer
Mike R
Location
Devon
Date
09/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I was with them for 10 years - never again!
The last year my fixed rate was a lot more than the new business rate, with no option to change to the intro rate at the end of my contract, unless you call them up and threaten to leave.
I called up and said I was leaving, then they offered me the intro rate.
I left anyway - no reward for loyalty cuts both ways!
They closed my account, they stopped my Direct Debit then they decided there was £ 1.29 unpaid on my account and sent me emails and SMS threatening to pass the unpaid £1.29 to a debt collection agency.
I called to query this, they did write off the £1.29 but no apology for taking loyal customers for granted then sending robo-threats for £1.29 after they made an error.
Reviewer
Rw
Location
Woking
Date
07/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slow to bad internet, got worse when we left, settled bill only to receive an aggressive let 3 months later saying we owed money and they had contacted us several times, called them talked to numerous people before they admitted the mistake all sorted, four months later another threatening letter, same response on the phone. ONLY USE PLUSNET IF YOU HAVE NO OTHER CHOICE
Reviewer
Chloe
Location
Cornwall
Date
06/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
The broadband was fine until I moved home. Was told my WiFi was having problems so I waited until they was solved, 5 weeks later I am told that broadband will go live waited all day and rang to say it hasn’t gone live customer services told me it was never meant to go live and there’s still problems with my broadband. Switched to sky and got WiFi within 3 days... there is no communication in this company and if you have problems with your broadband they have no idea how to fix it they will just keep you waiting. Avoid!!!
Reviewer
Simon Dodd
Location
Greater Manchester
Date
04/09/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
They make lots of mistakes.
Did not cancel £6.60 p/m sim, consequently they added a default to my credit file. It was their agent who didn't cancel. Finnally waived by a manager but not before telesales staff were trying to blag that they were managers only to crumble when I told them calls are recorded.
Left me with no broadband last Christmas and promised 12m FREE* BB only for me to have received a bill for £98 this month and three months early.
Overall the broadband appears reliable but the customer services culture is poor.
Reviewer
Salah
Location
Attalhi
Date
29/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I moved to them, they promised to move my number, they didn't, all what they say if you are not happy we can cancel your contract, they wasted my number, my time, they don't care!
Reviewer
Dhanaji Kashid
Location
London
Date
27/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
*** Highly not recommended ****
I have very worst experience with Plusnet broadband and technical support team. I have chasing them since once year to fix speed issue but Plusnet unable to fix the issue.
Pathetic speed and issue investigation style... Calling tech team is waste of time and money.
The team have advised me to connect wire and use it... very very funny.
Average download Speed is 1.3 mbps
and Upload speed - 0.33
Highly not recommended to go for Plus net broadband.
Reviewer
Jev
Location
Thetford
Date
27/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
do not trust, very poor service.when want to join they will ring you within 1 min, when want cancel need to spend 90 min to get connected to the person.waiting my refund for over 2 weeks,no respond as keep saying system failure so can't check.
Reviewer
Thomas
Location
London SW
Date
24/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They connections is okay, nothing really special, slower in busy times, but more about company you will know when you want to move or switch, they charge you line rental even when you do not will be usning it, and it is write with invisible small letters in the terms and conditions, also they will apply £40 of early cancellation fee for breaking the contract, so in total offer online was £21, but after my calculations how much we just paid them it is £41/pm.
SCAM AVOID THEM AT ALL COSTS!
Reviewer
Nick T
Location
Wigan
Date
22/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Junk at best!! On a good day speed is 3.36. Always cutting out!
Reviewer
Mick Bolton
Location
Leeds
Date
22/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Broadband constantly dropping at any hour of the day. TV pixellating from day one of Plusnet service. Engineers been several times can find no fault with MY equipt. Plusnet refuse to entertain the fact that their youview box may be at fault. I've given up of Plusnet. Minusnet would be a better description. Cancelling asap.
Reviewer
Richard Rogers
Location
Faringdon
Date
22/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Problem with their router which they will not recognise. Prior to joining Plusnet, BT had checked the line from the exchange and replaced the line in box/plate on the wall as it enters the house - all fine. The router is plugged into that and works fine for a while and then 'hangs'. Plusnet ask me to plug a wire into it to test, but I only have a MAcBook Air in the house - so can't do a wired check. So they have just washed their hands of my problem.
Also their customer service from the technical side is dire. They send out tickets which may mean something to someone - but not me (I have a PhD!). They try and herd you off to their help pages. But none of this helps me with a rubbish router.
Dreadful customer service. I wish I'd stayed with BT
Reviewer
LUK
Location
Essex
Date
20/08/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Unable to pay! Just want to pay! No end of obstacles being put in the way.
Before going into too much detail about my experience as a customer, I just want to highlight that I echo many of the thoughts and sentiments being raised and expressed via other platforms including this one, that of trustpilot, facebook, twitter and the official plusnet community forum. It goes without saying that nothing could be more damning for a business than to rate so poorly on trustpilot, for example; it is clear to see that customers are feeling aggrieved and let down by Plusnet, and yet when it comes to it, very little, it would seem, is being done in the way of damage limitation - and I'm afraid that just about sums up how bad things have apparently become for Plusnet, or so it seems from a customer point of view.
It pains me to have to come on here to post a negative review, but sadly none of the official channels are listening; my message just isn't getting through to them (and I don't mean that in literal terms, just from the perspective of constantly being ignored and fobbed off with promises that are never delivered).
Okay, so where should I begin with this one? Well first things first, I should point out that I am a loyal customer. I have been with them now for a good number of years, since March 2013 in actual fact. In that time the service has been pretty much consistent, and exceptional value for money, with perhaps the occasional connectivity glitch which was always happily nipped in the bud and corrected quite promptly. In the rare event of anything ever going wrong, communication with this company was always top notch, and in most cases, I wouldn't even need to chase them, they would reach out to me with an apology and explanation. Indeed, if I was to travel back in time, say up to around this time last year, I would certainly be giving them a 5 star positive and glowing review, but how things change - and not for the better, it would seem!
So what happened I hear you cry? Well, I guess it won't come as any surprise to those taking the time to read the other reviews on the likes of trustpilot and broadband.co.uk that I too am a victim of Plusnets inability to migrate from one billing system, to another without catastrophically messing things up along the way. What's happened is of clear detriment to me as a customer, and frankly I'm really annoyed by the way this is all being handled.
In September 2018 Plusnet moved over to a new billing system which was somehow meant to improve the customer experience. This apparently followed on from many years, it would seem, of customer feedback and complaints being raised and shared on the community forum. This fine post here being one such example: community.plus.net/t5/Plusnet-Feedback/Why-I-have-left-Plusnet/td-p/1389353 I dare say that's the Plusnet I knew and loved; one that always put the customer first, by listening, learning and adapting.
In reality though, what was delivered in September of last year was an ill-conceived rush job full of holes, errors and a huge step backwards in terms of what was on offer. For example, prior to the introduction of the new billing system, communication was fantastic. Every month a reminder email would arrive stating that payment would be taken on the set billing date, and following a successful payment, a confirmation email would land in one's inbox.
What's not to like? Well perhaps that some irrational individual for reasons unbeknownst to the customer, suddenly decided to adjust this procedure so that the email communication was banished until failed payment. Instead customers now had to log in to the member centre to keep track of bills in the form of PDF invoices, and even they proved hard to reach with blank pages and timeouts being encountered in the process of trying to view them. The invoices only state the amount due; for if the customer expected to see if payment had been successful taken, well frankly they were out of luck. For this you now had to visit a second page, which rather unhelpfully only states the total amount paid.
You could argue that the sudden lack of email communication could offer the illusion that if the customer didn't hear from plusnet by email, then everything must be fine and dandy. A huge step backwards, I'm sure you will agree!
From around October 2018, I noticed that the reminders and confirmations had stopped coming in. This shouldn't be anything to worry about, given how the new system works, but how wrong was I to assume this? What a mistake to make. In January of this year, I was rudely awaken to the sound of 'internets down!' and indeed it was. In the first instance, you would most likely inspect the router to see if the connectivity lights were on. Well what do you know; wan was connected. So, yes, I logged in to the router to ascertain whether or not this was true. Correct. The link was up, the modem was happily connected. Odd, I thought to myself, what could possibly have gone wrong? It was only when I, myself, decided to try and connect to a webpage when I spotted the URL in the browser was attempting to load failed.billing.plus.net/apps/payment/failed instead of the requested page.
Aha, slight problemo. Clearly something wasn't right, nothing a quick call to Plusnet wouldn't solve, after all, their ads state they're "happy to help". Did I say quick phone-call? Perhaps I should scrap that part, as there was nothing quick about it. On average it was taking around 45 minutes to actually make first contact. Recorded messages and annoying music bite your ear during the frustrating wait. Of course by the time you actually get through to anyone, not only are you desperate for a tinkle and most likely feeling a tad grumpy too, but your phone is starting to nag you that it's battery is exhausted. Marvellous! So, were they "happy to help"? What I will say is the advisor on the line was friendly and mostly helpful, and occasionally sympathetic putting himself in my shoes and looking at things from a customer perspective, which can only be praised. Sadly though the positive experience was somewhat short-lived.
It was explained that the account had incorrectly hit failed billing status, and assurances were offered that this was of no fault of my own as a customer. This is when I learned of the catastrophic mess the new billing system had caused, and what followed was a prime example of this. The system had failed to take continuous card payments automatically dating back to October 2018. This then put me in a scenario where multiple months were now owed. I'm not one to like owing money, and when payment is due, I always promptly ensure this is dealt with. As my account was in failed billing mode, access to the internet was now 'restricted'. The quickest way to remove further restrictions is, of course, to pay - nothing a manual payment over the phone couldn't resolve! Or so you would think! Upon trying to process payment, I was informed that the entire billing system was down, and therefore payment could not be made at this time. Given that I had tried to make payment, and the fact the system hadn't taken payment automatically for a number of months through no fault of my own, I was told any late payment fees would be waived, however I was advised there shouldn't be any in the first place as the error was their end due to the billing system catching up, and the fact the account had erroneously been placed into restricted mode too early. Apparently this should only happen 14 days after failed payment - anything before that should simply be a case of alerting the customer of the failed payment, rather than restricting access.
In this instance restrictions were lifted, and I was advised to visit plus.net/pay later in the day to try and make a payment via the website rather than having to phone back. It's worth noting that when restrictions are applied to the account, Plusnet send out an email alerting of the failed payment, and this tells you to go to plus.net/pay to make a payment. This then presents two issues the first being that email communication is absolutely pointless when access is restricted, as it is impossible to access email via a restricted service, and secondly that the restrictions actually block and prevent access to the plus.net website including that of the payment page.
How ridiculous! I asked the advisor why it was that Plusnet hadn't made any attempt to alert me of the failed payments up until this point, to which I was cheerfully informed that they are now a paperless company and they won't post anything out or phone the customer about such issues, it's generally accepted that these days customers are likely to have an alternative means of accessing their email and/or Plusnet account should their primary method of internet connectivity go down. To be fair though the advisor also stated that email communication was daft given that restrictions prevent access, and that he had personally raised this as feedback via the internal teams on numerous occasions. (Make a mental note of this part; I'll come back to it later in the review)
With the restrictions now being lifted, naturally the first thing I did was to visit the member centre to try and make a payment - but just like the advisor on the phone, I couldn't process this due to errors and timeouts. I gave it a bit of time, around an hour, and tried again - same problem. So I kept trying, but eventually gave up. I reached out to the social media team explaining the situation, and the growing concern that if this couldn't be resolved within 14 days, that billing would apply late payment fees. The social media team took note, and promised to phone me when payment could be processed. Later in the day I received the phone-call as promised, but once again payment over the phone could not be processed. I was advised to keep trying via the website, so that I did. After many hours of trying, I spotted that the member centre had the ability to process a one off manual payment, so I opted to use this method instead. It worked. And yes, I did use the exact same payment type and details that plusnet held on my account for continuous card payments. Odd, then, that it worked and payment could be made using this method. That then brings me onto an observational point - payment via this method, it seems, does not generate a receipt. I had nothing to confirm that payment had been received. With that in mind I contacted the online chat team, and after security checks, they were able to confirm that payment had been received, and that nothing was now owed.
As, by this time, I now had a lot of information to hand, and experiences to share, I decided to reach out to the CEO to try and highlight what I had been through. That was easier said than done. The only means of being able to reach this team was by opening a new complaint - although I had no intention of raising a complaint, as this was the only option open to me, I reluctantly chose this path.
As the large bill for many months of failed payments arrived so soon after the festive period, as part of the 'complaints' process, I cheekily asked if there was any option of a refund - given that the failed billing was no fault of my own, and owing to the amount of time I spent chasing up and trying to process a payment. To cut a long story short, I was told, as a service was provided, it was up to me to pay, but as there had been a disappointing response, a goodwill gesture of one month's refund in the form of a credit would be issued should I accept. But, should I wish not to accept, the case would be deemed in 'deadlock' and thus any further communication would have to be with the ombudsman rather than Plusnet themselves.
I wasn't about to enter a deadlock situation as I didn't regard my communication as a complaint; it was meant to be something of a learning experience to ensure what happened to me wouldn't happen to other customers; of course though the goodwill credit was gratefully received and accepted. It’s worth noting that at no stage did I contest payment or refuse to pay. Plusnet had provided a service, and I was happy to pay the agreed amount owed for the service being provided, however the issue was that the ability to pay was somewhat restricted at the time due to numerous faults and errors on the billing system.
Now, as a payment had been processed, you would expect this to be the end of it, but alas, no! After the free month of service, in the next chargeable period, my account went back into failed billing. Clearly lessons had not been learned, and the billing issue was still present on my account. Once again, the same issues encountered in January repeated themselves - failed billing email sent out, account restrictions applied and access to the plusnet website and payment page blocked.
With this in mind, I once again reached out to the customer services team, who removed restrictions and advised to pay via the website. Once again though, any attempts to pay via the website failed with error messages. What's more, after the restrictions were lifted, I noticed that the solution I used in January to make a payment had been removed from the member centre, leaving manual payment over the phone as the only method to pay - so that I did.
My communication with the complaints team had been closed due to a period of inactivity, so I opened a new ticket requesting that the complaints ticket be re-opened thus to allow me to feed in my second experience of failed billing. My complaints handler wasn't in the office to respond on this occasion, but thankfully someone who was extremely honest and understanding responded to my query. At this stage it was stated that after thorough investigation, the problem affecting automatic monthly payments on my account had been located, and would be raised with the internal faults team to investigate further. "After some considerable searching I have located the internal fault on your account preventing the Continuous Card payment processing per month. I have now raised this to an internal faults team and they will, now your account has been specifically flagged, apply the fix to your account once the issue has been fully rectified. Meaning that, and I will be as brutally honest with you here, given your significant loyalty as a customer I will speak to your like a member of our family - I have no idea when this will be resolved. These are not always simple resolutions and can take a few months, so I will say prepare yourself for the fact we may have to continue in the same vain for a little while. Please be assured though now it has been diagnosed fully, the correct back office team are now specifically looking at your account too in regards to a resolution." Another goodwill credit was added to my account, this time covering two months of service.
That's the end of it; right? Wrong! Three months later, my account entered failed billing again, with all the usual problems. By this time I was quite frustrated. Remember that mental note I asked you to make earlier in the review? I will add to that at this stage, a trend is becoming apparent - that the managerial level of Plusnet seem not to be listening to important feedback and concerns being raised by their own colleagues, so, evidently, it's not just the customer being ignored. You would think the internal faults team would have immediately applied a fix or remedy to my account, but clearly this didn't happen! I'm not sure why, but having to continually chase plusnet to try and make a payment, given that it should be a painless automatic process, was becoming something of a frustrating experience.
The original message sent in response to the 'complaint' is certainly valid, given that Plusnet are providing me with a service, I am happy to pay, but I just wish they would let me do so using the method I opted for when signing up as a new customer. That’s their contractual obligation as this was the payment method chosen when signing up for the account back in 2013. Again, to remedy this, I resorted to paying manually over the phone. As, evidently, the complaints process didn't resolve anything, the next best option available was to share my experience via plusnets own community forum.
At this stage I learned that there were in fact numerous faults affecting my account, the first of which being that where restrictions had been applied to the account, what was meant to be happening was a splash page should appear in the web browser alerting that the bill had not been paid. This splash page, apparently, has an acknowledgement button which, when clicked, removes restrictions until the next notification period, thus allowing the payment page and other websites to be accessed without any restrictions. That was the first discovery, the second was that the billing error seemingly has multiple triggers and failure points, whether it's a change of details, a product or service being added to the account, and so on. Standard policy, it seems, is for Plusnet to respond by telling the customer that they are aware of the issue, are working on applying a fix, and that only a small handful of customers are affected by the issue. "We’re aware that a small number of customers are still experiencing problems from our new billing system and we’re working hard to fix these legacy issues. We want to reassure those affected that may not have received a bill from us recently, we’re doing all we can to get everything back on track. We’re sorry that this isn’t the service customers have come to expect from us and give our assurance this will be sorted as soon as we can. Apologies for any inconvenience caused." The other element learned via this communication, and this is worth noting if you are in the same situation, is that when restrictions have been applied to the account, if these are manually removed by plusnet, rather than by the customer (on the splash page), even if an amount is still outstanding, the system automatically jumps forward to the next billing date, thus making it harder to pay. It would seem the best option is to phone in, pay over the phone, and then wait for restrictions to be lifted. It’s also worth noting that even though the billing date jumps forward to the next due date after a manual removal of restrictions, the system will still automatically re-apply restrictions at various points throughout the month! Bonkers!
Through researching the issue, I noticed that where others had shared similar experiences (failed billing) via the community forum, and twitter, another standard reply seemed to be "We can also confirm that once your bill has been generated we will only charge for a maximum of 90 days leading up to the invoice generating so if for example we've not generated your bill for 4 months then we'll just charge you for the last 3 months. If you also need a payment plan to split this cost over more than one month then we're happy to offer it."
With this in mind, I presented a number of different possible solutions to Plusnet, the first being the option to migrate my service to a new account thus to hopefully escape the billing issue. "As the issue is not account specific but is related to the payment method I feel that is is unlikely that setting up a new account will allow you to make payments via a card". The second was an offer to pay by cheque, which was seemingly ignored, even though the cancellations page states, and I quote "A posted cheque can be accepted in exceptional circumstances. When sending a cheque, the username must be written clearly on the reverse, and this should be sent by recorded delivery to Plusnet plc, The Balance, 2 Pinfold St. Sheffield, S1 2GU." The third solution I put to the team was the suspension of billing until such a time as a fix could be applied to the account, as has been offered to other customers encountering the same billing issue. The community staff decided to offer option three, should I be in agreement. It's by no means a perfect solution, after all, a service is being provided, and I expect to pay for said service - but, arguably, it is their own system error preventing this from happening in a smooth and seamless way, so with that in mind, it seemed like a viable temporary solution, and one I was happy to try.
Is that the end? Of course not. As payment could be made manually over the phone once a month, the billing department apparently declined the request(s) to suspend billing - yet another example of Plusnet ignoring their own staff! Instead they recommend that I change payment method to one I didn't agree to at the time of registering as a new customer. One of the main reasons I chose Plusnet was because the option to pay by credit card was available, and thus that's what, contractually, I signed up to. So I now find myself in a situation where I've got to phone in once a month to manually pay by card, chasing them for something which was never my fault. How do I feel about this? Well to be honest, I'm not happy! Remember, should the billing system fail on their end, as a customer I've only got 14 days to keep trying, otherwise late payment fees are applied no matter what - anything beyond that gets sent out to a collection agency, and there's plenty of examples of that already happening on the forum and social media platforms. The other ridiculous point, worthy of note, is Plusnet seem unable, or unwilling, to take payments in advance. So in my case, should I wish to pay for the next month prior to a 'failed billing' status being applied, it is not possible to do so. I have to wait until restrictions are applied, and then phone in!
What happened next is just abhorrent on every level, and severely damaged any last shred of trust and confidence that I had remaining in the company. In addition to the billing department refusing to suspend billing on the account until such a time as a fix could be applied (but at no stage have they ever told me this directly, they simply ignore requests from their own colleagues to action this as a reasonable request) – yes, you’ve guessed it, after a brief period of little or no communication from plusnet, suddenly I find I am back in restricted mode again due to failed payment. This time, apparently, I owe them for two months of service. What’s worse is I specifically reached out to plusnet to seek an update last month, only to be told it seemed like automatic card payments had resumed, that the request to suspend billing had never been actioned, and that everything is back to normal on my account. Well how wrong could they be? Failed billing and restrictions again this month! After raising this with the social media team in an attempt to resolve this, I was offered a good-will by way of apology, and this would consist of two separate credit notes. Upon the first credit note being applied, which should have covered one months bill, the account immediately went back into restricted mode as the current month was also due to be paid. And, surprise, surprise, the second credit note never materialised. This company has, it would seem, adopted the mindset of elected politicians – they tell the people what they think the people want to hear! And they clearly think they can get away with it too.
As you can tell, I do everything I can to share my experiences with Plusnet to try and help them learn from them, and to ensure that nobody else will ever have to encounter the same issues I’ve had to endure for 11 months. This is where the mundane becomes frankly absurd. At this point I was informed, and I quote: “I am sorry that you were previously advised by one of my colleagues that we could suspend the billing on your account. It has been confirmed that this would not be an option and would not resolve the issue. In order for this matter to be resolved we would recommend setting up a direct debit payment on this account. We would be unable to offer any further options of resolution as we are unable to support card payments.” Do what? So we’ve gone from please phone in every month to make a manual payment over the phone to suddenly being unable to take any card payments, at all? Which then begs the question, if that’s true, then how would Direct Debit be unaffected by this issue? And also, in which way would suspending billing not resolve, at least temporarily, an ongoing billing issue? A rather contradictory response from plusnet there, I am sure you will agree!
Given the number of similar complaints being raised on other review platforms, the community forum, social media platforms, in the press, and elsewhere, you have to question why it is that trends haven't been spotted, and why this has been allowed to continue for so long. Certainly from my own experience thus far, there has been an eagerness from the complaints handler to push me to the Alternative Disputes Resolution Service, the ombudsman. I can easily find many examples of customers who have been in a similar situation to my me that have followed through with this process, and in most cases it would seem the outcome is far from satisfactory. It does beg the question, though, of how it is even the ombudsman has seemingly failed to spot a very obvious trend where the level of complaints regarding the billing system is concerned.
Personally I think the auditors and Chief Executive should be ashamed of themselves, and, accordingly, I have asked Plusnet to give me the contact details of their auditor so I can raise this directly with them, but of course, that request has fallen on deaf ears.
Plusnet clearly has little or no regard for customer service, customer experience or delivering on the advertised slogan of “We’ll do you proud!” The billing date of each month now fills me with dread, and the nagging thought of having to spend so much time continuously chasing this has, I will admit, taken its toll now.
I can only assume that the well rehearsed statements in response to billing issues are some sort of code for all is not well behind the scenes. Admittedly I haven't sussed out what's actually happening, but if you start putting the pieces of the jigsaw together, given the length of time this has gone unfixed and unchallenged by the powers that be, including the auditors, one can only assume that the business is either set up to deliberately push more, unnecessary costs on to the customer or to deliberately push legacy customers away, or, even worse, maybe Plusnet have completely lost control of their own payment gateway (I say their own, but transactions seemingly get sent to the BT payment gateway via a plusnet domain).
If that is the case, surely that opens an even bigger can of worms, namely how safe personal and financial data is at this company. Food for thought! In the early days of this billing issue, where the entire system failed, I was told “When trying to take this payment from yourself I was unable to do but I have raised this due to it’s an issue we are experiencing where we are faced with an empty assignment key when trying to take payment.” They were obviously aware of an issue at that stage, in January, but it would seem there is now a much bigger issue arising here. The question is, what is it, and how can it be resolved?
To me it seems to be very similar behaviour and traits of that of a company that knows it’s on its last legs and about to call in administrators. It's the whole let's blame everyone but ourselves mentality. That’s the message that is coming across from Plusnet, and they are doing nothing to remedy this hopefully false perception.
Why did Plusnet even let it get to this stage? They had ample opportunity to put this right, but they have failed me miserably for something which, to be honest, would be quick and easy to resolve from their end.
I was hoping to remain a loyal customer for many more years to come, and I keep my fingers crossed that this can be promptly resolved in a satisfactory way that not only helps restore my trust and confidence in Plusnet, but reaffirms what I said at the beginning of this review - that a 5 star glowing review from me was possible – so let's make it happen. I’ve done my bit by airing and sharing my experiences, concerns and feedback, and I have logged and documented every step throughout this miserable 11 months. Time for you, Plusnet, to do your bit and, yes… do me proud!
In conclusion:
In its current state, regrettably I'm unable to recommend plusnet to others at the moment as I wouldn't wish others to encounter the same disappointing experience I've been through now for what is fast approaching nearly one year since the problem first materialised, which I base on early indications raised via the community forum in September 2018, but of course for me, it's not quite a year yet as my problem began in October 2018 - that being said though, should we reach October 2019 and I’m still in the same situation, I dare say the easiest way to conclude it will be for me to completely abandon plusnet as a customer - but even then, there's a fairly strong chance the damage has already been done, as it it possible Plusnets inability to process an automatic payment, and accusing me of failed payment due to their own systems error has, no doubt, been of detriment to me as a customer as it has likely been flagged on my credit rating. And going by other reviews, even closing the account doesn’t guarantee that they won’t continue to get things wrong and send out payment reminders and collection notices in the future!
I just hope this isn't the case, but cast iron assurances are going to have to be offered to me now. Plusnet, no standard responses here please - I'm willing to work with you to resolve this in a way which is mutually acceptable to both parties, but to achieve this, I feel there is a real need to re-evaluate my experience, to assign a named advisor/contact from a senior management level to engage with me, and to hopefully resolve this and learn from it. I do not want the current named complaints handler to continue with this case as, well you can see for yourself, he’s only made matters worse and hasn’t resolved the issue at all. I want you to escalate this to another more sympathetic, caring and understanding advisor within Plusnet who will go above and beyond to read through the case history, become familiar with the issue, and offer a practical solution at the earliest possible opportunity. It needs to be someone who has the authority to make changes to the account, to action and deliver on any agreed promises, and to have direct contact with myself throughout. Communication and honesty is integral to this working.
Let's turn this around and make the negative a positive - I have every confidence that it can be achieved. I have to say though, with statements like “Whilst this issue is being investigated we are unable to provide a date as to when this matter will be resolved” do little in the way of filling me with any actual confidence that you will ever do me proud. Such a shame as I was a really happy and a loyal customer until this billing mess started. Throughout the whole thing you’ve put endless emphasis (and stress) on me as a customer to resolve this – and I just wish I could actually resolve this. As a customer there’s nothing I can do to access your back-end billing software to fix the issue, so please, use your initiative here and be sensible – stop making this my problem. I have spent many months and hours chasing this, by gathering and submitting the evidence of each step as requested, and still you treat me like this! How about you actually stick to the part where you say you will speak to me, and I quote “like a member of our family” I really hope you don’t treat your own family (colleagues) in this way! But, going by the job ads, you do treat your family quite well with a very nice package of free phone calls, broadband and TV – so at least they never have to encounter the dreaded billing issue. I just hope they actually get paid for their time and efforts. Would you be happy, as a representative of the company, if you had to go to such lengths and measures as I’ve been through to chase payment for your time? Thought not. Well don’t do it to me. I want to pay for the service, but your system won’t let me. Fix it!
Reviewer
Mohammed
Location
Finchley
Date
17/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely useless advertisement says 65mps total rubbish no more then 22mps it’s supposed to be fibre what a lie can’t wait for contract to end.
Reviewer
Wendy Tait
Location
Cambridge
Date
16/08/2019
Ratings
Customer Service
1.00 stars
Comments:
Let's just say do not forget your password. Was treated like a child and told to write it in a book and get someone to help me as I had forgotten it due to stress. I had to say I am not a dementia sufferer. I am a new customer and not even up and running yet. Do have time to cancel the contract which I might do. Made to feel like an idiot.
Reviewer
Lorraine Cunningham
Location
Manchester
Date
15/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
6 months of bad service, cant get online. Having to call up every month to make payments because they can't sort there direct debits out. Not helpful; dont seem to know what they are doing.
Reviewer
MRoscoe
Location
Canterbury
Date
15/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complete insanity and shocking incompetency.
Received an email out of the blue saying I’ve been charged £197 for up an front advanced payment for line rental yet I had done no such thing. (This came at a time when I was about to move house why would I pay line rental for 12 months up front? I also had no contact with plusnet for months before this incident so it’s not like they could even have misunderstood another product that I was ordering.) When I called to ask what was going on I was passed around 4 different departments each with a 25-30 minute hold between all of them. Every person I spoke to had a new story from saying I must have agreed to this payment, to saying I had probably agreed to auto-renewal of an existing policy (became obvious this wasn’t the case when they checked the dates of my existing policy). Eventually I came to someone who just asked if I would like to cancel the policy I have taken out, at which point I said I need to talk to someone higher up the chain. At which point Team Leader came on the phone after another 10 minutes on hold.
When I tried to explain everything he took issue with me using the word “incompetent” (bear in mind when I first called the operator simply hung up on me) Eventually he said he would pass it onto the billing department to find out what had happened and haven’t heard from them since. Well INCOMPETENT is the only word that could describe plusnet and if you think differently you must have such low standards of customer service that it actually begins to explain what’s been going on over there.
After three and a half hours on the phone to them I’m not any closer to understanding if I’m going to be charged £197 for a policy I didn’t take out or not. I’m dreading calling them again just to find out.
Reviewer
Dissatisfied Customer
Location
Essex
Date
15/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can't get wifi anywhere in my house (previously okay with TalkTalk). Plusnet are not interested and say they only guarantee broadband and not wifi. However, if I cancel my contract they will charge me over £150 cancellation fee. Absolutely terrible company. Avoid at all costs...unless you are happy to have broadband but no wifi.
Reviewer
Edward
Location
Stockport area
Date
14/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful internet service, been stuck with it for nearly 18th months and if you try and ring them its a joke of a queue time. The only time we got through to someone in reasonable time was because we pressed the we wanted to leave option. And the person who answered was cocky saying if we do not know there is a problem how can we fix it! Well for starters answer your technical phone lines, this would be a good start. This annoyed me so I hung up. For some unknown reason they have a good rating online but when you dig deeper and see stuff like on here you find the truth. This provider should be banned from price comparison sites. Truly awful internet provider.
Reviewer
Graham
Location
Manchester
Date
14/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Avoid this broken company! Calling support can take over an hour. They allowed my line to be taken over by another user! despite having spent 89 minutes in a queue to ask them to make sure this does NOT happen. They promise to call you back but never do!! I have wasted hours.
Reviewer
Alan Wolstenholme
Location
Rochdale
Date
14/08/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Plusnet for 3 months and have superfast broadband. Quality of service, price, broadband speed and quality are excellent and exactly as described in my contract. I do not have to speak to Help/Centres overseas which is a big plus. Have had Virgin, BT and Sky in the past Plusnet is so much better. Virgin might claim faster speeds but no good if your system has repeated outages.
Reviewer
Colin Cowell
Location
Honiton
Date
14/08/2019
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Recently we had been experiencing a high level of drop of signal on the wi-fi and a definate throttling of the diwnload and up load speeds.
Reviewer
Graham
Location
Manchester
Date
13/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Do net use this broken company.
their support does not respond or help. they havw2 promised to call back to update on my disconnected service seven times and broken their promise every t8me. disgusted.
Reviewer
W Marshall
Location
Leeds
Date
13/08/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet are living off past reputation, that is no longer deserved. Connection on fibre drops out repeatedly over the hour and had no success in extracting an investigation or improvement from Plusnet. Service is almost non-existent. For example I called just now to cancel BT Sport after it's doubled in price. Waited 6 minutes to be connected, and then the operator connected the call and disconnected it immediately (can only assume to improve their stats during long wait period). Switch to 'Live Chat' and that is offline as well. And there is no email facility to raise a ticket. Was once a good provider but BT have killed it off.
Reviewer
Bob D
Location
South Leicestershire
Date
12/08/2019
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Speed is terrible, I recently signed up for the upgraded they offered but the speed just gradually got slower not faster.
Trying to contact Plusnet is near impossible, you cannot email them, only option is online Chat or phone, for online Chat there is never anyone available at a convenient time and on the Phone you queue for hours.
Reviewer
Stuart
Location
Wilson
Date
12/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’ve been with Plusnet for 10 years and I’m now at my wit’s end. This company has lost the plot. Avoid at all costs. Ineffectual CS, low staff morale, slow speeds and unreliable service.
Reviewer
Theo
Location
UK
Date
06/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Why you have to avoid PlusNet with any cost!
Guys, I order broadband from Plusnet at 5/6/19 and they install it on 27/06/19, I say ok this is a normal process they are busy etc, no complaints about this delay.
Then I start using my broadband and I never reach the minimum guarantee speeds they offer since today 8/6/19, let's take the story from the beginning.
When the engineer comes and install my line, the average speed was 0.78 download with 800+ping, after one day I call the customer support and they told me that need a few days to be established, I was waiting another 5 days the same, after this and from 5/7/19 I start to call them every day(spending around 30 mins each call), I upload 3-4 speed test from BT wholesale wired with my router as they suggest me, and still do the same till today.
Some times they told me that can see the fault, others they told me that I have 7-8Mbps speed and my internet is fine, they booked 5 times until today an engineer to come and check the problem but the engineer never comes, they say it was external problem and now is solved, unfortunately still have 0.48 download speed with 800+ping.
I told them guys as you are not able to fix the problem after all these times and after spending hours to discuss about this (and I mean many hours), please cancel my contract and they say that they have to charge me or they can offer me faster broadband, as they can’t find a fault.
The funniest part is that
They delete all my previous messages with all discus we had via their website( extra time for this) and they say that they can't find any older complaints about my issue. Luckily for me, I have printed all the conversations I had with them, all the speed tests I run and show to them, and now I am looking to find all the agencies they are involved with broadband providers and make an official report about Plusnet.
So if you don’t have time to waste, find a proper provider, this company takes 0 ratings from my side.
Any suggestions about where I can report them, feel free to reply
Thank you
Reviewer
Maverick2019
Location
Date
04/08/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Guilty of false advertising many times you simply cannot trust a word they say. Customer servcies and support are with you until you are up and running then they simply fade away for ever, not even answering the phones any more. Cheats and liars and shameless about it.
Reviewer
Jane
Location
Cornwall
Date
04/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have lived in my current address for 7 years, have used 2 other Internet providers and have never had an issue before. However, I have had issues with my broadband as soon as i transferred to Plusnet. I called and was told the issues were due to the transfer and would settle within a couple of weeks.
The issue is that the router goes down and shows a red light along with a red 'b' then the blue light will come on but we are unable to connect any devices to the router for a couple of days. Then the router will randomly start working again and we will be able to connect to it.
The issues didn't settle, so i called back and was told it is a router issue, so i was sent a new router. The issues are still ongoing, so i have called multiple times and have had to change wireless channels, reset router, etc. Which has not sorted the issue. I called back today and have been told it is a router issue again, so am being sent a 3rd router in less than 3 months.
There are long waits for customer service and some staff have been awful and made no real attempt to fix this issue. One member of staff was great, but still unable to sort this issue. As long as they are getting Internet into your property they do not make any attempt to fix issues. Oh and apparently Plusnet does not guarantee that you can connect wirelessly to any devices. I have been told to buy a new router or use devices connected to the router using a cable. Which would mean phones and tablets can not get connected.
I will be making a complaint to the ombudsman and advise anyone else who has issues that are not resolved to do the same. I joined Plusnet because of the apparent awards for great service...... What a mistake!! Worst company i have dealt with for phone and Internet
Reviewer
Kieran
Location
Southampton
Date
02/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Crap service, dodgy internet, endless hidden fees. Avoid.
Reviewer
Carl Evans
Location
Wales
Date
01/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Worst Customer service "In The World".
Took 2 days and about 5 phone calls to finaly get broadband working, it only needed 1 word in router setup changed, then was told there Maybe a fault on my line, wasn't there with all other providers before Plusnet, and they would have to send out an engineer even though a Open Reach engineer had been in my house and tested my line 2bdays before this but if was informed that if NO fault was found I would have to pay for engineer event hough it was Plusnet telling I had a fault?
After complaining I was offered chance to cancel my Plusnet contract witch I didn't but they failed to inform me that buying doing this they would cancel my phone line immediately and I would lose the home telephone number we have had for the past 26yrs.
Its 8 days later today and I'm still having to chase them up for the £215.00 line rental money I paid up front.
STAY AWAY FROM PLUSNET!
Reviewer
Chris
Location
Maidenhead
Date
30/07/2019
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Very reasonable pricing and a very good steady service on fibre.IF there is a problem you can speak to a proper English speaking person who knows what they are talking about and will help!
Reviewer
Adja
Location
Rochdale
Date
29/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly awful!! WOULDN'TRECOMMEND TO ANYONE. I signed up with these lot told me it would take up to 2 weeks, 15 days later they tell me it actually takes up to 3 weeks to get connected so because of that and much more I cancelled with them and they told I would take 3-5 working days to get my refund . 5 days later no refund so I contacted just to get told some FALSE INFORMATION that it takes 5-10 working another few days later no refund so I decided to call them again and here comes the SHOCKER they can't refund me as they don't have my bank details BECAUSE (which had I not called I would not have known) ALL MY DETAILS HAVE BEEN DELETED from their system yet they still ask me for "MY DETAILS" so they can speak with me ( strange) now the only way to get my money is through cheque and that takes 20 days if not more as They are NOTORIUS LIARS!!! lies after lies it took them under 2 mins to take my money but a whole eterny to give it back and bear in mind I'm not the only who is experiencing or experienced their is a whole lot complaints about ex customers NOT GETTING THEIR REFUND BACK just cheque it out on the plusnet cancellation refund community website..
Reviewer
Debra
Location
Birmingham
Date
28/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was with Plusnet about years ago I pay for fibre optics which was £14.99 a month then to be told 12 months down the line that I was paying for something I wasn't getting and was told that I would get full refund on this which should have been £179.88 but they only pay me £80 with my calculation you still owe me money I left Plusnet in August last year and went to Virgin I am now still being charged form Plusnet saying that I owe them a month's worth of internet and phone line where in reality Plusnet you owe me money I do not owe you anything I don't get how you can be a Ward winning company for the last 6 years you charge people for stuff that you do not have and your customer service people are rude and disrespectful... I really don't understand how you can be award-winning
Reviewer
Ken
Location
Merseyside
Date
21/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My phone went dead and my broadband speed went down and became even more reliable when a local telegraph pole was replaced without warning. Plusnet should have been able to get that sorted with Openreach, but it was a struggle and a saga.
In brief, it took 21 calls and a total of two hours on the phone, plus a formal complaint to get action. Two engineer visits from Plusnet couldn't be honoured by them, and it took two more to fix the issue when one would have done. Different people gave different advice about company protocols.
Here's some advice: get online to your account right away, and put in a 'question', labelling it a proper commplaint at the top of the page. This will transfer your issue to a different team, who will give you a number to call directly(0800-5872677)so you don't have to go through the usual switchboard routine and the horrendous wait.
Even when dealing with the 'customer advocacy' team, expect smoke and mirrors. Sure, they are scripted super nice to you, but were ultimately indifferent. I judge success by results: it took one week to get a phone line back and two weeks to get the internet back to reliability and up to speed. That's not a good outcome!
Meanwile they have kept me paying for an old slow service for years while they have better options. They will send a cheque for about £37 compensation (derisory!) and I will get a call to advise me about better packages. I'll be voting with my feet!
Reviewer
DavidC
Location
London
Date
18/07/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
We have had intermittent problems with PlusNet and the reliability of our service. We have had several OpenReach visits. We have now an insistence where the signal was so intermittent as to make it impossible for live participation in a training session and, therefore, costing us further loss.
Reviewer
Nirmal
Location
Covnetry
Date
18/07/2019
Comments:
I moved house on 13 July 2019. At my old house, I had Plusnet broadband+phone service. Internet access is vital to my work (and modern living). They gave a an engineer appointment date 15th July after calling them 2 weeks in advance. I paid all the installation charges (£100 Plus). I took off from my work and despite waiting in all afternoon on the day , the engineer didn't show up. A quick search on Google reveals that this a common failing, especially for Plusnet it seems. Neither the engineer nor Plusnet bothered to contact me. I called Plusnet, and was on hold for 30 mins to find out what was going on, only to be told that Plusnet didn't know why the engineer hadn't showed up, and the chap I spoke to said Openreach failed to make the appointment, that they had no real excuse . The soonest they could offer to send an engineer was after 2 weeks.This is not acceptable, I lost whole day since I took off from work and i don't have internet for 2 weeks. I asked them how they are compensate me on this? Lady replied they didn't sign the ofcom voluntary compensation scheme, which say provider has to pay £30 per day for missed appointment and delayed repair following loss of service £10 per day. Since Plusnet is not signed with ofcom, they can't provide any compensation. It is very frustrating because I lost my work, no internet service for 2 weeks and money, it completely Plunet mistake because they didn't communicate me. They are not bothered to do anything. There is no rules or regulations in this country to avoid these things in the future ??
Reviewer
None Plussed :-(
Location
Trafford
Date
17/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
6 months of Plusnet HELL! Took them 6 months to sort issues of continuous Plusnet Broadband service drop offs, plus 10 engineer home visits, plus 2 routers (plus at BT one??), plus 5 days missed off work waiting for the 10 engineers. Plus 100's hours of wasted phone calls to scripted service staff. If you prefer watching a little orange light swirling around fro months on end rather than your Netflix or IPlayer then choose Plusnet. The no service orange light and Plusnets hold music will become your favourite new entertainment. Apparently turns out their routers can't cope with vectoring stabilising technology in the BT Openreach cabinets hence the major drop off failures. If you have similar problems try asking to speak to Bob Pullen in Plusnet tech department. He won't respond to you of course but he will have your speeds dropped (without consultation or explanation) to combat the technical glitch in their router technology and he will certainly ignore your calls.
Do yourself proud if you are looking for reliable broadband service, choose any other service than Plusnet.
Reviewer
Claire-Marie
Location
Huddersfield
Date
15/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give them 0 stars I would!
Plusnet is the worst company I have ever had the displeasure of dealing with. There connection is dreadful! Never have I had a company be so rubbish at providing internet!
The customer service is nice and friendly, they politely tell you it's tough and you're stuck with the rubbish internet. They may as well laugh down the phone and say, "Sucker, we got you now!"
It is evident that they are well versed in repeating, "we are just like every other provider. You'd face these problems with them too.". Well no that isn't entirely true now is it because I haven't!
Run people, run, run away! Do not fall victim to wasting hrs and months complaining and using all your phone data! Don't do it! Pay an extra £3 a month and go anywhere else!!! Even use virgin if you really must! Save yourselves from this horrid experience.
Reviewer
Jeremyf
Location
York
Date
13/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Truly awful. Four weeks and no router!! Called to complain but given no option to cancel.i gave them the opportunity to put this right but they ignored it. Seems my service is active even though I have no router and therefore no broadband. Only in plusnet world would this make sense. Avoid. I signed up for the cost but it wouldn’t be good value if it were free.
Reviewer
Charlie
Location
Kent
Date
12/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
With the introduction of broadband, we can now enjoy stable internet connectivity right?
Wrong. Plusnet have a bad habit of ignoring customers who complain about unstable internet. Even when they're given as much technical information as possible, they're still not willing to listen to you and rely solely on their primitive remote network tests.
They dismiss anything you say, and I was told repeatedly that a broadband that drops occasionally is a "standard occurrence".
WHAT A LOAD OF TOSH.
I have since exited by Plusnet contract, and moved to a far more stable provider.
You should know, if they have not resolved your issue within one month of it being reported - you can exit your contract without any early-exit fees. Something you will need to remind the customer service officer on, but stand your ground and it will seemingly disappear.
Reviewer
Fiona
Location
Manchester
Date
12/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service ever! Gave up trying to move to plus net - every time I rang them got told something different. My advice to anyone thinking of moving to plusnet is - don't. Absolutely horrendous experience.
Reviewer
Stephen
Location
Wolverhampton
Date
12/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Business Broad is absolutely shocking. The internet keeps cutting out. I've contacted Plusnet to get the issue fixed but are literally not intersted in responding.
Since I reported the above issue I am moving offices and they are more than happy to do that but I still need my internet working in the meantime but again they deceide not to responding to that issue.
Literally the Home & Business Broad & the customer service is absolutely shocking
They billed my incorrectly when I first took out the contract, took 50 minutes to get through to speak to someone, the last think you want to do when running a business is this.
I did have Plusnet home broadband, I live in a normal sized flat but the internet did not reach to the whole flat, very poor. I have sinced move my home broadband.
Once my business broadband contract up I'm 100% moving.
Reviewer
Vartyr
Location
N17 London
Date
11/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Half of the time, it is useless. Plastic rubbish routers, and same problems circling monthly. Worst of the worst
Reviewer
David Mollington
Location
Date
11/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
AVOID. I joined when they were independent and they were great. Since becoming a wholly owned subsidiary of BT they have got worse every year. I have just moved house and they are blocking my new line to other providers even though I have cancelled my contract and they've never provided any service over the new line. They tried to tell me I couldn't switch as they owned the line, well they are BT in all but name, so I suppose technically they do! AVOID.
Reviewer
Bruno G
Location
London
Date
04/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst provider ever. If you aren’t yet blocked in the nightmare of contract with them, stay away from plusnet. After more than two months the broadband is still rubbish, the signal is up and down and the speed of downloading is soo slow. Even though they sent me a email stating that my broadband was underperforming, they refused any possible solution I proposed. They told me they could send an engineer but I have to pay £65 for the call. I’m looking forward to the end of this 12 months contract and in the meantime I am giving the worst reviews wherever I can because it’s pure rubbish.
Reviewer
Nader
Location
Bradford
Date
04/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Cancelled my contract after 2 days,still waiting for my deposit back after 6 months,every time I ring,they come up with new excuses and just explain to me how incompetent the company is.
Reviewer
Lee
Location
Coulsdon
Date
01/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We had problems from the moment Plusnet took over from Talktalk with no incoming ringing on the phone line and intermittent broadband. I complained immediately and said that I wanted to cancel my order but was persuaded to allow them to send out an Openreach engineer this is after I had to buy a phone to plug into the main socket to prove to them that this issue was not caused by me changing over the router. Two days later the Openreach engineer called at my home and sure enough said that the issue was in the exchange. he fixed the issue that day and I then began to test the service Plusnet were providing, this is when it became clear that both the broadband and WIFI where not working correctly. I called their technical department which is like trying to contact the dead and when they finally answered the guy instructed me on how to switch channels on my router. I did this and after another few days of testing found that the signal from all of my devices that they kept losing the WIFI signal. this is when I finally gave up and call Plusnet customer services to cancel my service and was told that I could not do this without penalty because I was outside the two week cancelation period. I explained all of the above and was told that the two week period started from when the order was placed and not from when they took over the service. This is ridiculous as clearly you cannot test a service that that had not yet taken over however they would not back down on this and in short, I have to pay £125.00 to get out of a service they have not provided. Their slogan of "we'll do you proud" should be "We'll rip you off and be proud of it" my advice to any prospective customer is stay clear they are rubbish in all aspects of customer service and technical ability.
Reviewer
Richard cooper
Location
Church Stretton
Date
01/07/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Can't understand all the negative reviews of plus net. My experience has been the opposite. Helpful, friendly assistance from competent staff. Charges also reasonable compared with BT. All call centre staff I've spoken to are native English speakers which matters a lot to me. Top notch.
Reviewer
Jill Harries
Location
pembrokeshire
Date
29/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Plusnet customer service is the worst I have ever had to deal with in my life! They left us without a broadband service for an entire month and the level of incompetence and poor service was staggering. 'Cheap' in every sense of the word.
Reviewer
Paul
Location
Swanage
Date
28/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Been with them for many years, tried to pay a final bill when moved house and their staff and online systems wasn't able to take the payment, I had an email from them saying they would write off the final bill of £27 but I've now been sent a notification they have passed the bill over to a debt collection agency. Don't use them unless you want a bad credit rating through no fault of your own, thanks Plusnet.
Reviewer
Suzanne
Location
Yorkshire
Date
28/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They hide the upload speeds from customers and are really careful not to mention it when you sign up. That's because it's 0.5 mbps!
Half a meg ffs. What use is that to anybody? Absolutely painful. Takes takes upto 5 minutes to upload 1 photo, and download speeds drop to a similar while things are uploading so if you want to upload anything at all your computer is virtually out of action while doing so. Useless. Totally utterly useless.
Reviewer
Goat
Location
Warwickshire
Date
24/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
From the outset Plusnet have been underhand, unreliable and I would not recommend them to anyone.
To contact customer services requires you to hold for min 20 mins on a premium number. To port my landline number took over four months. Broadband speeds were terrible. Having left, they carried on billing me!
Just terrible, avoid at all costs.
Reviewer
Dale Lane
Location
Eastleigh
Date
23/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service. Broadband is slow and unreliable. Router they provide has terrible range. Getting them to do anything about either is close to impossible. Avoid.
Reviewer
Plusnet long term
Location
Glastonbury
Date
19/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Plusnet has really gone down hill it's time to up and leave for a new provider. I'd hoped that thier terrible service last year was just a blip but it's not. Called again today about another problem. Thier system is the cause of the errors according to their staff but nothing ever works as intended. Avoiding plusnet now going forward, such as shame they have gotten too big to be a good company and service has suffered as a result.
Reviewer
Nigel Whale
Location
Southampton
Date
19/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Sick and tired of Plus net,( my wife having been a customer for many years )for the last two weeks,nothing but problems..Had to go into Southampton apple store as the wife had been unable to receive emails.,Apple sorted the problem,and informed us that Plusnet had changed their outgoing server details, and that numerous people had been into their store ,with the same problems- all Plusnet customers.Upon returning home, i posted a reveiw with regard to our experiences, this was followed by numerous comments following a response from Plusnet , their basic comment was ,we are unable to automatically alter the server settings, THIS WOULD HAVE BEEN DONE BY APPLE ,following their latest update.probably automatically.
Despite further contact from myself, Plusnet were adamant they were not at fault.
Sunday,the wife could not send emails from her iphone ,this still is ongoing, then today she is now unable to receive or send emails using her Macbook Air., furthermore it will not accept the password to gain acess to the mail, but the following message is displayed. CANNOT SEND MESSAGE THIS MESSAGE COULD NOT BE SENT BECAUSE YOUR ACCOUNT DOES NOT HAVE A PREFERRED OUTGOING MAIL SERVER. SELECT AN OUTGOING MAIL SERVER, FROM THE LIST BELOW..
Despite spending the last 2 hrs in attempting to sort this out
We are no further forward..
Come October we will have no choice but to look for another provider..
The assistance provided to date by Plusnet is totally unacceptable, so it looks like another trip to the Apple shop.
Reviewer
Lewis Harrington
Location
Ongar, Essex
Date
18/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID. PLUSNET ARE AN AWFUL, AWFUL COMPANY. My mother very sadly passed away recently, I regrettably inherited PlusNet as broadband provider and I can honestly say this is the most unsympathetic, ruthless and difficult company with the rudest and most robotic staff that I have ever had the misfortune of dealing with.
In dealing with mum’s affairs and estate between me and my wife we liaised with banks, credit card providers, mobile phone providers, finance companies, HMRC and not one of them have been as unaccommodating or uncooperative as PlusNet.
The situation that I now find myself in due to the incompetence of the ‘bereavement team’ and their illogical, unfair process following the death of a customer is incomprehensible but I will try to explain as best I can.
A couple of days after my mother’s passing we began to close down accounts and to notify creditors of her death, a difficult, emotional and lengthy process which most companies seem to make as painless as possible EXCEPT PLUSNET. We notified over the phone that mum had passed away and wished to close the account, they transferred the call to the bereavement team and took payment for the small outstanding balance and then FAILED to close the account. They have continued to try to take direct debits from my deceased mother’s bank account and after defaulting have then referred the case to a debt collection agency to recover the monies.
As it turns out, not only did they NOT CLOSE THE ACCOUNT they went on to TRANSFER THE ACCOUNT INTO MY NAME!!! Or at least an abbreviated version of my name, which they garnered from the prefix of my email address which was given to them for any future correspondence. Very sneaky indeed as my full name was never given.
A simple call to customer services would resolve the issue, you might think, but no, because this is where the sheer level of incompetence really shines through. Although an abbreviated version of myself is now the name on the account I am unable to pass security to be able to speak to anyone remotely resembling a human being, because they will only accept my mother’s original username and password. I have called to explain no less than five times that my mum selfishly did not divulge her PlusNet username and password on her deathbed and that there was no way I would ever be able to obtain the information. They are unable to understand this and we are now locked in a stalemate where they are chasing a person who does not exist, via a debt collection company, for money that isn’t actually owing, due to their own stupidity.
LONG STORY SHORT, IF YOU THINK THAT YOU MIGHT DIE ONE DAY THEN PLEASE DON’T CHOOSE PLUSNET AS YOUR BROADBAND PROVIDER.
Reviewer
Boleyn Blues
Location
Midlands
Date
17/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish product with extremely poor customer service with stroppy staff. Changed from EE circa six months ago purely for commercial reasons. Service has never managed to achieve the stated speeds. Spoke to no customer service frequently only to be told to make minor changes and wait two weeks for no change. Please save yourself from frustration and pick another provider!
Reviewer
Kay London
Location
London
Date
17/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wow, probably the worse company I have ever dealt with. The perception is all great, they have great marketing skills and brand perception...BUT yes a BIG BUT...they are rubbish. DONT WASTE YOUR TIME with Plusnet,
Reason:
1. 18 month contract: in there contract it states that if there is any probelms these will be retified within 30 days. However its falsh advertisement of;
a. Broadband connection is so poor, it goes on and off when it wants to
b. So I upgraded to Fibre £34,99 for exactly the same thing.
c. They got an enginneer out, improved for 1 day after 5 days of no internet
d. Was on the phone to them every week, they just pass you around like parcel parcel, yes parcel parcel
e. there customer service is like a washing machine g. f. they dont want you to leave, if you say its false advertisement they go on about there 30 day policy blah blah.
g. then pass you around customer service again like parcel parcel
In the end they sent me a letter saying I owe them £148.00. But do you know what, I would rather pay them then still be with them. I am now happy with SKY best Fibre you can get never had one probelm, not 1. So Hip Hip Horray to SKY and please do not waste you time with Plusnet. Google the best line is defo SKY, and SKY own BT btw.
Hopefully can help as many people out to not waste there precious time. Got with SKY or BT. Forget Plusnet
Reviewer
Starchild
Location
England, South East
Date
15/06/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Been with Plusnet for many years now on their top tier package but have noticed a gradual decline in the level of customer service.
The final straw came when recently I contacted them to report an issue that I was having sending emails. The agent immediately dismissed my problem, was unwilling to engage a member of the email technical team, was very impolite - and then closed the chat! This is despite the fact I explained that Plusnet accidentally put a block on my sending emails previously so there was already a history of poor technical service.
It's sad to see, what used to be a quality service provider, erode their customer service but I for one will now be moving away from Plusnet.
Reviewer
mia
Location
dorset
Date
14/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not go there, they promise the earth when you sign up and cannot deliver. Customer service is as much use as a chocolate tea pot and they con you out of money for a service they cannot deliver.
Reviewer
Denzil
Location
Bristol
Date
13/06/2019
Ratings
Customer Service
2.00 stars
Speed
3.00 stars
Comments:
I'm on standard broadband. Plusnet made me wait over a week before I could connect. Then they make you wait longer whilst the 'broadband stabilises'.
I gave it a few days and the result is that sometime I get 6mbps, sometimes I get 1mbps, sometimes I get nothing at all.
It became very clear from the start that this is how it's going to be for the length of my one year contract. So I called to cancel within my 14 "cooling off" period. But because I'd had to wait to connect 16 days had passed before I'd started my contract even though this was long before I'd even been connected. First front line customer service guy was great. Very helpful, but he had to pass me to a different team who are trained to be rude and aggressive.
Despite arguing I've got nowhere. Up and down connection and generally slow. Spotify is reasonably OK. Viewing Web sites is slow, pictures take a while to load. Streaming Amazon prime is slow and often pixelated.
I regret taking out anything with plusnet and now I've got to spend my evenings fighting this utterly awful company to get my money back.
Reviewer
BB
Location
London
Date
10/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Outrageously raised prices for MMS.
DOES NOT support short code (short mobile number that utilities companies and banks use to contact you). If you receive a message from your bank that uses short codes (e.g., 456633), you will not be able to reply to that SMS, however important that might be.
Called the customer service and some guy responded in most surly voice that they don't support it - that is it.
Mobile network coverage is poor in many part of the UK and it is pathetic in Germany. So if you have Plusnet and thinking of taking your mobile abroad, think twice.
Reviewer
Snowtuhin
Location
Downham Market
Date
07/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
PLUSNET is the WORST broadband provider I dealt with so far. Their incompetent customer support changed my broadband dates four times in three weeks. Customer support no idea what they are talking about and provisioning department only know how to pass blame to openreach. They keep promising false activation dates. Feeling like a stupid for signing up with them and leaving nowtv.
Reviewer
Ben
Location
Dover
Date
06/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
5.00 stars
Comments:
Absolutely rubbish waited for a month still now broadband, staff on phine tell lies about where my order is. Excuse after excuse and kept cancelling order 5 times! Outrageous and poor accused of all sorts bloody useless and unnaceptable company. Idiots
Reviewer
tomt
Location
west midlands
Date
04/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
customer services useless, we will call back in 1 hour no call back!!!!
Reviewer
Dr Malcolm Lewis
Location
Fleetwood
Date
03/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
This used to be a reasonable company, but for the last 4 months they have been a disgrace. My monthly bill has rocketed by £15.00 per month and my speed decreased, all because they recommended a new contract package. Despite numerous phone calls and 4 months to put things right thwy have done nothing, so I am off to another provider
Reviewer
Michael Phillips
Location
Tonypandy
Date
02/06/2019
Comments:
Aboustly shocking.. signed up was get speed that they said for a whole month and then speeds was half and kept completely dropping and nothing at all after 6 open reach appointment and nothing sorted they tried saying its was my brand new laptop..I took out enough contract as they promised the speed and still could not sort the speeds lucky enough got out as off the speed promise but I agreed a rate with them off 29.99 but keep getting billed 39.99 nearly 20 months of them charged me for the best speeds bit only getting half on good day... avoid going with these and all speed checks was done with there recommend btwholesale test.. I was getting between 20-30 when was paying for 72
Reviewer
miasplace
Location
Dorset
Date
01/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs they promise the earth and can't deliver. When you finally get hold of them they lie through their teeth and feed you with a pack of lies that doesn't exist in their contract. If they are not delivering they are in breach of contract and cannot charge you to move.
Reviewer
Patrick
Location
North East
Date
30/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was a Plusnet customer for many years, had no service issues and was happy enough. I then moved house, which began a 6 months battle with them.
The internet service in my new home only worked 50% of the time. It was a new build, so the line and socket was brand new. My equipment was exactly the same as had been working perfectly for 18 months at my old address (same router and computers etc). I am also ex-IT industry so have a fair level of knowledge when troubleshooting.
Queue a six month battle whereby Plusnet tried every way they could to blame me, my devices or BT Openreach. The Openreach guys were excellent, in total coming out 5 times in six months. They replaced every bit of the line and equipment between me and the exchange and my line is as good as it could be. Plusnet were still blaming the line.
The connection itself wasn't dropping, rather everything would just start to timeout. This was completely random and could occur any time of day or night, for minutes or hours.
Plusnet were completely uninterested in doing any troubleshooting beyond a line test, which didn't show the problem.
My own tests using speedofme, tracert/ping, networx and wireshark all showed that the problem occurred as soon as the traffic entered the plusnet backbone.
Plusnet completely ignored every bit of diagnosis I sent them and blatantly couldn't be bothered to investigate, despite being assured several times the matter would be "escalated". All I got was someone running the same old test on my line once a week and getting told everything was fine.
I then was blatantly lied to and fobbed off by a second line engineer who told me that ping/tracert tests to google, bbc, facebook etc should be timing out due to their firewalls. I can see how a lot of people would accept this, but for someone who is cisco qualified this blatant ******** absolutely infuriated me beyond words. It is absolutely appalling. I directly complained about this and Plusnet completely ignored me, despite the engineer being named and what he said to me recorded.
Plusnet also messed up my billing as my package was slightly different, leading to them overcharging me for six months. their solution to this was that I had to ring up every month and ask for a refund.
I have now happily moved to Zen and my service is solid, reliable and fantastic. Plusnet - you have lost someone who recommended customers to you and I will now actively recommend against you. You have already lost 3 further customers due to this and will lose quite a few more. You are an utter disgrace.
Reviewer
James
Location
Essex
Date
27/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor internet service, and rude customer service.
Reviewer
PoppaSmurf
Location
West Midlands
Date
26/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all cost. Read there terms & conditions ie section 4.. they do not guarantee there equipment to work and do not guarantee a WiFi signal.
This is what has been quoted to me from there horrible customer service, they only guarantee the line to the router but not the output.
Have had months of no service due to drop outs, WiFi cuts out to less than old dial up, and I’m on fibre 70mbs received 16mbs up & 18 mbs down on a good day.
Now face cancelling them and there criminal threats to charge over £200 pounds to cancel contract.
Plain to see this is a scam company who make money for providing nothing.
Reviewer
Tyler
Location
Hayward’s heath
Date
23/05/2019
Ratings
Satisfaction
1.00 stars
Comments:
Plusnet are a TERRIBLE company. They charged me for a service I have not received and then lie and use technicality’s to justify them taking money from me.
They also took a payment from my acount when they had told me that my acount had been cancelled due to them not being able to provide me internet (after taking my money) DO NOT USE THIS COMPANY
Reviewer
Nina
Location
London
Date
21/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Extremely dissenting with their service and customer care. Took over two months for us to get the wifi up and running. On the first visit the engineer wasn’t able to get the connection set up and stated that he can only access virgin network but cannot find vodafone, therefore, we had agreed we will get someone to run another cable. My boyfriend called the company a week later to schedule another engineer visit and they gave him a slot following Tuesday. When we called on Monday to confirm the times they didn’t have any record of the phone call even though we had a screenshot of this phone call. They were not able to give us another slot until the following week. I have raised a complaint regarding a charge for the second engineer appointment who claimed he was not able to get into the property - even though he was there and was unable to get the network set up as well as complaint about them wasting our time and giving us an appointment they never scheduled in. Refused the complaint and keep stating engineer wasn’t there on the first visit and that my boyfriend never scheduled the second appointment in. Would not recommend to anyone, terrible customer service, a lot of time spent on the phone arguing.
Reviewer
Paul
Location
Bristol
Date
19/05/2019
Ratings
Satisfaction
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I have been with PlusNet for a long time and, until recently, have been generally satisfied with it. However over the past month or so the connection has been dropping out and leaving me with no service. The last few days have been horrendous and now I have no confidence whatsoever that it will be up when I need it....Ebay for example. I will give it a few more days but reliability is important and right now it is nothing but.
Reviewer
tom kut
Location
cardiff
Date
19/05/2019
Ratings
Satisfaction
2.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I've been on the unlimited estimated 1 - 3Mb since Jan 2019, and the speed was acceptable outside evenings (never even bothered measuring it). Into May and the connection started dropping, measured speed shows 0.3-0.5 Mbs in the morning when everyone is in bed.
Reviewer
Georgia
Location
Cambridge
Date
17/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company!! Have waited 10 days for them to provide a date to install a phone line each time I’ve chased them for a date they’ve said they’ll provide me with one the next day. Ended up cancelling my order with no apology from customer service just that it’s not their fault.
Reviewer
Sarah
Location
London
Date
17/05/2019
Comments:
Terrible costumer service.
No service, most of the times you do not have any wifi connection.
Long waiting customer service and after half an hour when they pick up, they cut the phone off on you.
Finally forcing you to pay for non existing service.
Reviewer
Arun Bal
Location
South Croydon
Date
16/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
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!
Reviewer
J lambert
Location
Liphook
Date
16/05/2019
Comments:
The worst service ever out of 5 lines I'm having problems 4 at different properties and after 3 months of being told so many different things but still not mended and it goes on. I do not have enough time to keep call plusnetbusiness 4 times a day. So now I've gone to the ombudsman to shut down all my accounts with plusnetbusiness and a refund. Never again will I use such a rubish company again. P.s xln are much cheaper and easier to get on with.
Reviewer
Jakub barvir
Location
Cumbernauld
Date
13/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's a shame that I can't give 0 stars. The internet connection is dreadful. I have spoken to many people that have the same modem as us and they have the same issues. Plusnet should be paying me for using their dreadful services.
Reviewer
Jim
Location
Cheltenham
Date
12/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worked fine for a year - gradually slowing, and slowing...cutting out. Customer Services said "its your wifi", so ethernet lead connected, speed of 0.7mbps. On a £38 month fibre contract. They lie through their teeth at customer servivces, leaving plusnet as 4g dongle is 40 times faster than plusnet fibre....
Reviewer
Margaret Studholme
Location
Kendal
Date
11/05/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The deal l took out included a £75.00 cans back reward have never seen it now told they sent a form in email which l never received if l don’t claim by end of month lam told it will then be null and void..changed over from another company to this thinking it would be better..Also l set my friend up with mobile deal which included £25.00 cash back card..because she was recovering from throat cancer they allowed me to set it up as long as she answered yes to give permitting plus this condition has left her hard of hearing..today when l visited tried to get the £25.00 sorted for her was told she would have to give details herself or l had to be power if attorney for her..she is married and l have no right to be power of attorney and her husband is not good in Internet or phone wish l hadn’t changed companies for her to get a better deal now she will loose her deal if we can’t get something sorted
Reviewer
Catia melim
Location
Plymouth
Date
07/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Comments:
This is a terrible company would not recommend at all! Paid upfront for my service which when it was due to go live it never happened phone the customer service team they told me it would go live the next day and here we are a week later still with no internet and just been told my order had been cancelled... not by me but somehow cancelled! And I would have to wait another 2 weeks before any progress
Reviewer
Carlton
Location
Mk3
Date
06/05/2019
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Comments:
The broadband speed is ok until 9pm, and then after that films and phones start freezing as the network slows down or something of which I have no clue and this is just about everynight. The last two times I phoned I was told after they tested the speed that the speed was fine and there was no problem, so WHY does it slow down every night?? I wonder.
Reviewer
Joanna Grant
Location
SHEFFIELD
Date
06/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have actually told Plusnet I spend more hours over the last 2 years on hold or speaking to their agents than my own family. I have wasted days of my life trying to find out why I had being cut off for no reason, charged double or whatever they make a mess of that month. I honestly feel like poking my own eyes out with 2 blunt pencils this company frustrates me that much! When my contract is over I will be going elsewhere. Shame, as the actual fibre is good. (if not disconnected for no good reason) Plusnet staff and departments do not internally communicate with each other the way they should, which is their major problem. When the new billing system went live it stitched all of its customers up so beware of being billed double.
Reviewer
Simon
Location
Essex
Date
04/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I phone customers services to do an upgrade, told there was a 10 min wait, after 22 minutes hung up now looking for new provider
Reviewer
Juraj V.
Location
Rugby
Date
03/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
People if you think this is the right company for you then let me explain how the know how works in this company. As NEW customer you are the highest valued Pearson for them. I was in that place as well. After many years off ripping off by this company is what you get only NOTHING. The always prioritise NEW customers only and DO NOT care or look after old valued customers. They claim they are based in UK ok but service is terrible your contract come to end and they will send you renewal with imagine what the same price as you was before really?? A joke when new customers get straight away ALWAYS HIGHER DISCOUNT then you. Then you call the SUPER UK based customer service and what you get is as first 15 min up to 45 min waiting time and once you finally reach someone. Then the super UK based customer service will tell you there is nothing what they can do even try to rip you off of more money!!! SHAME SERVICE. This company deserve to loose all valued customers and people go there where they will be looking after you and not to rip you off like plusnet. Plusnet is good as FIRST CONTRACT and then run away and look for someone else. And advice for plusnet. I was telling you this for many years but after today phone call to your super customer service I am going else where to someone who deserve my money and will not RIP ME OFF ALL THE TIME. If you are looking ALWAYS prioritise new customer ONLY then GOOD LUCK I hope you will get what you deserve but I will NEVER COME BACK. BIG SHAME ON YOU PLUSNET!!!THANK YOU FOR NOTHING!!
Reviewer
Sarah L
Location
Suffolk
Date
01/05/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have been a Plusnet for 8 years and was very impressed with your service.
In the last 6 months I have had the phone put down on me several times having waited 20mins at least to get through, practically laughed at when I’ve asked if there is a better plan for me as they were no longer competitive on price and now, to top it off they have closed my account after I found a much cheaper (1/4 price) and then even better they’ve sent me an email asking me to update payment details.
Be rest assured, I will be telling people as much as I can how much your service has deteriorated and what a shambles Plusnet now is.
The directors of Plusnet should ashamed of themselves with the kind of company it now is.
Reviewer
Sophia White
Location
sheffield
Date
01/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hate this company - honestly run a mile. They messed us around for months when our internet speeds were not even 1/4th of what we were paying for only to tell us they had connected us wrong and people across the street were getting our faster speeds - no refund and even now speeds are a joke and constantly disconnects, can't handle any more than one person using it. I will be switching to another provider as soon as contract ends - oh and they increased the price mid-contract so don't let the advertisements fool you
Reviewer
N
Location
P
Date
01/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
18 months we have had 7 engineers, hours of being on the phone and communicating via the only ticket system which is awful. My plusnet broadband goes off every night without fail and usually a few times throughout the day. AVOID USING THIS PROVIDER !
Reviewer
Spicer
Location
Falkirk
Date
30/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Firstly my connection date was moved. Secondly they then failed to connect me. When I called they pressed a magic button and connected me saying they didn't know why I had not been activated. Gee thanks. Despite being finally connected, I could not get my router working and then on the phone had to agree to a potential charge to get an engineer to come out and look, even though I had already paid one of these to be connected (apparently this is for connecting the house outside, not making sure you can connect inside). They stated that if an engineer came out and the fault was found to be an internal one in the house I would have to pay a fee. I had to agree as without an engineer coming to look I could not connect my internet no matter what was causing it, but I made it very clear that my agreement was made under duress. I then found my router did work, but not through the connector they sent. They sent another. finally connected , the speed was dire and latency horrendous. Ended up being manually talked through over the phone how to select and change channels and find one that had a reasonable speed, none of which came close to the levels of speed they should. Router was feeding back that it was not doing as it should and was sent a new one.
This company does the minimum, the customer service is a joke, you end up fixing your own problems and having to do technical stuff over the phone to get it sorted. When I went with Virgin, there was no engineer fee, the engineer came into my home and set everything up and made sure I was up and running before they left. Plusnet make the customer run rings, forget to connect you even though you wait in all day, several days to get connected and sort things out at your end, and in a friendly customer service voice say, oh don't know whay thats not been done, I'll do it now. No elderly or non technical person not understanding latency and ping determinants etc would have stood a chance. I was not happy, this is not customer service. I got an independent person in to sort it. The signal to the router is as it should be with the guaranteed speed. However, be warned as the speeds from the router to the rest of the home (which are not part of the minimum speed guarantee) are a joke and my computers are now hardwired, although they still do not get the full speed. The whole set up wasted an inordinate amount of my time and phone calls, stress and having to do technical things. Disgusted with Plusnet.Cannot recommend. They certainly didn't do me proud.
Reviewer
Richard
Location
Manchester
Date
30/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I had been with PlusNet for 12 years until recently.
In the beginning they were a forward looking company that employed technically competent customer service staff that understood what a static IP address, DNS records and Linux are.
Over the last 3 years (currently 2019), they have made gaff after gaff and I now actively encourage people to avoid them.
Customer service takes over an hour per call on hold and usually requires 3 or 4 calls to get anything resolved.
The final straw was a £300 phone bill due to someone hacking my line, despite the account having a £50 cap! This, followed by a price hike and refusal to match the "new customer" offers made leaving them a simple decision.
Good bye and good riddance!
"We'll do you proud", more like "We'll proudly do you".
Reviewer
Lyndsey Peebles
Location
Isle of Bute
Date
30/04/2019
Comments:
Due entirely to BT disconnecting me for no reason, and Plusnet's failure to respond to this, my account was sent into chaos. I have emails thanking me for paying my outstanding balance, and telling me my account currently sits at zero. However, today, and after many conversations with Customer Service teams, I have closed my account. The right hand there does NOT know what the left hand is doing. The stress caused put me back in hospital, thus being 2 days late in paying, borrowing money to pay, and my Mental Health has been set back at least to last year. I was assured I would have telephone last weekend when I returned home, it was cut off AGAIN!! I have closed my account, and want nothing more to do with Plusnet, as they did NOT "do me proud". Currently debating in my crazy mind whether to tell the Press. GOODBYE PLUSNET....DO NOT EVER CONTACT ME AGAIN!! You have upset everyone in my family, and you have no idea how to do as you say you will do.
Reviewer
Paula
Location
Lincolnshire
Date
29/04/2019
Ratings
Customer Service
2.00 stars
Speed
3.00 stars
Comments:
Terrible, never had such a bad experience when switching providers, had to spend hours on the phone getting WiFi sorted, engineer visits, new router. Cooling off period is far too short, now stuck in a contract for a awful service unless I pay over £200 in cancellation fees. Avoid at all costs.
Reviewer
Carlo Wingfield
Location
Gosport
Date
27/04/2019
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
They just cannot leave people on a package they are happy with .
Raise their price make them phone up to get a better deal , waste their time and inconvenience them .
High tech with low quality service .
Reviewer
J banham
Location
Norfolk
Date
26/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Price increased by 1/3 rd with no warning.
Dreadful customer service so changed supplier. Still getting emails and calls suggesting we are still customers and owe them money.
Harrasment continues dispute numerous calls and email responses by me to give the dates the contract was cancelled and the date of our new contract with another company.
Please stay away from Plusnet and there fake adverts.
Reviewer
Harry
Location
Peaks
Date
25/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I had a problem with Plusnet, no internet, they said it was working but it was not, I cancelled the service, however they were still charging me a month after, so I called again and they said it had not been closed, so now with another 28 days notice I have been charged for three or four months without the service
Reviewer
Jason Todd
Location
Barrow-in-furness
Date
24/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Singed up for the broadband package (was later told by customer service this is no good and I would not of put you on this package) on the switchover day the line did not go active, phoned tech support spent 1 hour going through trsting of connections in my house which I told them I had already carried out but he wanted me to do again with him on the phone. Then 3 days later engineer attended to diagnose the fault witch was in the exchange that they had connected incorrectly. Then line test showed very poor speeds but was told that the line needed to chase in for 10 days, still no better phoned to cancel and was told that I had 14 days from first signing up with them and that had passed and they were supplying the minimum line speed so could not cancel. The only option left open to me was pay to cancel or upgrade to fiber for 18 months on a new contract and would not give me the new customer rate neather, I am very dissatisfied with the service and customer service. In my opinion I would avoided at all cost.
Reviewer
Supriya Misra
Location
Cardiff
Date
24/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a broadband member of plusnet for many years. At the end of my contract no review took place and I ended up paying more for the same package. They told me account review is only for new customers. I did overlook this and gave them another chance and upgraded my package with them to fiber plus. Max download speeds of up to 80mbs. My broadband speeds have now gone down for some reason to 12mbs. I called plusnet and they told me that the order was processed incorrectly and that I was placed on the wrong package. They were still however charging me full price. No compensation. This seems to be FRUAD in my humble opinion.
Reviewer
Chris
Location
Northants
Date
24/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
OK - this is an honest review - I was going to join Plusnet(PN) BUT BT at the last minute offered a better deal. But only after I had paid a deposit to PN. I requested a cancellation and PN were verbally perfect... This was in March - 5 weeks later I am still waiting for a refund. Today I was told it would be another 2 weeks and sent as a Cheque (add on another week for it to clear). So in total it has taken over 3 hours of me chasing and nearly 8 weeks to claim back a refund from them!
I will NEVER move over to Plusnet and will never consider them in the future - they have sat on my money for nearly 2 months and I have been passed pillar to post in trying to get it back.
How are companies allowed to treat people so appallingly - it takes seconds to take your money and months to get it back. Where is the fairness in this?
DO NOT GO OVER TO PLUSNET! I WARN YOU!!
Reviewer
Miss Tania Cripps
Location
Gosport
Date
24/04/2019
Comments:
Had a call on 7th Feb to renew contact.as never had a issue decided to stay with Plusnet.Now past 2 months my bill has been £5.99 more than I signed up for.Have contacted plusnet 4 times now regarding this issue and have been told they can not sort it out yet.but are aware of issue with some bills.Cancelled direct debit as bill was due yesterday and not willing to keep paying more every month.Cant amend bill and add discount but can send texts and emails fast enough to tell me my bill is outstanding.Seriously wish I had not renewed with them now.Terrible customer service.
Reviewer
Lr
Location
London
Date
23/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
You guys offer a terrible service. The initial date has been moved back over 3 times. I was initially told it would live on the 23rd then moved to the 25th then the 26th. Then it was cancelled and now youre saying the earliest you can send out an engineer is 9/5. The guy i spoke to on the phone wouldnt forward me to the complaints team and insisted he would be the one to take the complaint. I wouldnt recommend anyone use your service.
Reviewer
Ben
Location
Norfolk
Date
23/04/2019
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful internet provider, one minute you have a solid 70mbps download then not even 5 minutes later it's down to less than 1. It will randomly cut out for about 10 minutes. Would never recommend to a friend
Reviewer
David
Location
Dundee
Date
23/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It’s a shame I couldn’t give Plusnet ZERO stars because that would be my honest rating. We are a business that relies on broadband in many ways but are continually let down by either very slow internet or no internet at all. When I call to report outages it takes about an hour to get through only to be told their “line test” is not showing any faults. I then have to actually ask to be put through to the complaint department to get anyone to come out. Even after an engineer visit we are lucky if the broadband works for a week before it breaks again.
At the moment we have no internet at all. As usual today I was told there was no fault and they are sending out a new router which they can’t guarantee will arrive tomorrow...
As a business, what am I supposed to do until then??
Stay away from Plusnet - they promise the earth but definitely do not deliver!!!
Reviewer
Dr Paul D Rogers
Location
Hullbridge Essex
Date
22/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In all the years we have had broadband Plusnet is the worst of all providers. Through the contract we were getting as low as 1.2mb down 2.0mb download I was forever complaining to them but it was like speaking to a brick wall, to be honest most times we had no internet, when we transferred to the we had no internet for 2 weeks was never compensated, I would strongly advise anyone thinking of transferring or joining plusnet to stay clear of them. The can not deliver the speed and service they are contracted to provide. The government watchdog needs to look into this company.
Reviewer
jon
Location
SOUTHAMPTON
Date
22/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Only been with plusnet couple of months have issues every day broadband speed terrible average around 15mbs, constantly loosing connection, only positive is the cost is a third what BT was charging
Reviewer
TAM
Location
Essex
Date
21/04/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have two broadband contracts with Plus net and had to pay £130+ to cancel one of them as I’d intended selling. Changed my mind about selling and wanted to re instate the service a less than a month later. Wouldn’t cancel the charge asked to speak to a supervisor/manager and was promised a call back in 2-4 hours, they never did. So that’s both accounts they’ve lost.
Reviewer
Kirsten
Location
Northern Ireland
Date
18/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband i’ve ever experienced! 0.30-1 mbps - complete joke! do not recommend!
Reviewer
Michael Gibson
Location
Cornwall
Date
17/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I have been a Plusnet customer for 12 months of an 18 month contract. The service is dreadful. The customer support which they claim is so awesome is a joke. You get the same support as any other ISP - every problem is apparently solved by doing hard reset on the router, losing all your settings, only to find nothing is improved. On two occasions, their agents simply hung up because I would not accept following their idiotic problem resolution sheet to address issues that were blatantly not connected with my end but are (and remain) problems with their own infrastructure. I also have Sky Broadband which has for 5 years performed faultlessly (a different building). I would not touch Plusnet. For all the advertising hype they are a complete shower.
Reviewer
chris
Location
newport
Date
17/04/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
very good service best ive had been with them over 6 years now never forget what talk talk was like. been thinking about changing to zen as they are offering 130mb speed
Reviewer
Dennis Button
Location
Whitstable
Date
15/04/2019
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Have been with Plusnet for years and my contract was due to expire, so was looking to see what they would do. My phone call was met with a 50% reduction in my broadband charge. This meant I could get cheaper elsewhere according to the website information. A few days later I did an online chat with PlusNet, this resulted in free broadband for 18 months. So, all I have to pay is the line rental, which matched the website comparisons available. So I stayed with PlusNet, but would have gone to another provider if they had not improved the first offer. Don't take an offer if it does not meet your expectations.
Reviewer
Janet Sargent
Location
Birmingham
Date
15/04/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
My average speeds obtainable are between 1-2Mbps. Often I am receiving less than 1Mbps. Also regular outages. (No point showing an online map of where outages are if your customer has no internet!)
I chose Plusnet because I thought it was supported by BT - either way it's just not reliable.
Reviewer
Christopher Southgate
Location
Billericay
Date
14/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I decided to move from Plusnet to BT because of slow Internet speed and Customer Service, particularly now that you could keep your email addresses despite changing providers. I changed over from Plusnet to BT and Plusnet instead of making the necessary detail adjustments for continuation of our two email addresses with BT, just cancelled our account. On contacting Plusnet, and having been passed around and told that I couldn't keep our email addresses, I spoke with a Manager who said it was correct, you can change provider and keep your email address. She apologised and said she would arrange for our email addresses to be resurrected and that it would take a couple of days. After some five or so days of not having any emails coming through I contacted Plusnet who advised that resurrecting a cancelled account cannot be done and as such I have lost everything. Hence my new email address and I am still making contact and trying to make contact with all the people and businesses and authorities that communicate with me via email. Nightmare! Plusnet's commercial - .......NO PROBLEM - for me is the biggest lie on TV. If you use Plusnet hope for the best but PLAN FOR THE WORST.
Reviewer
Alan George
Location
Bristol
Date
12/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID PLUSNET, THEY DON'T CARE TWO HOOTS ABOUT YOU.
I used to get 9 meg with Sky. Swapped to plusnet a year ago and this dropped immediately to 7 meg (at best).
Recently had a line fault and lost everything. Openreach quickly fixed the problem at the box at the end of the road.
Since then my max speed has been 4 meg. Plusnet will make no attempt to get me back to 7 meg because it still meets the new ofcom minimum requirement of 3.5 meg.
Beware of the minimum guaranteed speeds when you sign up because that is what you may end up with for the whole contract period. The speeds splashed all over the adverts are no guarantee that you will get anything like this. The minimum speeds are buried in the small print.
36 meg fibre broadband !!!!! You might end up with 10 meg from one provider I noticed. These advertised speeds need to be changed to minimum guaranteed speeds.
Reviewer
Martib
Location
Scotland
Date
11/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In a town of 30,000 my house is one of 3 with no Openreach connection due to the line being left in disrepair. Ordered Plusnet on 15 August and after incompetently handling the matter and charging me every month for 7 MONTHS they finally tell me there will be a £4k charge for me to repair Openreach lines that are not even in my property!Then they blacklisted the property so no one can ever apply from here - don't want the hassle of having to actually make an effort in customer service.
The service with Plusnet is dreadful. Hours of waiting. Agents don't read notes. Repeating everything and they never listen. Untrained workers only sticking to script. Utterly incompetent. I used to love them but never again!
Reviewer
Annie
Location
Exeter
Date
10/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
15/3/19 Decide to join Plusnet due to positive reviews and my son having joined recently with no problems.
Supposed to go live on 29/3/19
On 25/3/19 no router had arrived. Tried to call but waiting time was too long for me to wait. Tried online chat, all lines busy.
I then went away for 2 days. On return on 29/3/19 no router or Royal Mail red card. My previous provider had disconnected the line so I had no internet.
Tried to track order from email with link to ‘track your order’ to be informed that I had no order.......
Rang customer services. Explained. After checking, member of staff said the router would be delivered in 2-3 days and apologised. I asked about compensation and was told I’d have to call back after set up to claim compensation.
1/4/19. No router. Rang customer services. Was told the router would be 4-5 days. I said that I was told it would be 2-3 days and that it hadn't arrived. I was told there was nothing she could do. I again asked about compensation and was told that I would get refund of the rental for however many days I was disconnected. I asked if she thought that was sufficient. I rang off.
2/4/19. No router. 14 minutes of online chat waste of time. Was told there was billing error on my account........Offered me one month line and broadband rental refund. He didn’t answer my questions. When asked when router would arrive, was told 3 working days. Online chat recorded.
Simultaneously got email saying my hardware had been ordered and would be 3-5 working days....
14.27. Rang customer services again..... was offered £40 to go and buy a router. Told 3-5 working days for theirs to be delivered. Asked to speak to manager. Said I didn’t want to buy router as I knew nothing about them. Asked why their router could not be sent express delivery. Their routers sent out from warehouse not them. Explained it all. Data on my mobile running out. Error made by first person who took order? Manager will look in to it and get back to me within 2 hours. This call was 22 minutes.
Manager called back as promised. He’d arranged router to be sent out recorded delivery and gave me delivery tracking number.
His confirmation email said that the agreed ..... was ‘XXX’....... phone call agreement was £30 credit.
7pm. Tried to track router on Royal Mail. Not trackable. Tried again at 11pm. Still not trackable.
3/4/19. 7am. Router still not trackable on Royal Mail
9.42. Tracked again. Royal Mail saying it’s been delivered. I was in at time of delivery so it had been delivered wrongly. Eventually went to neighbour the other side of estate, not in. Back home to write letter, delivered it. Owner of other house (not my address) contacted me having picked up my letter.
Got back at lunchtime and collected the TWO separate routers sent... the address on both parcels was wrong. The first one I opened had wrong power cable. Luckily 2nd parcel had right one. Connected computer after some help from Technical Support. Phone and printer also connected.
Later:
Smart TV not holding connection via WPS. Dropped connection every time I turned TV off and I had to reconnect by pushing WPS button and starting again. Rang TV company. They found same problem. Suggested it was router at fault as TV had worked perfectly with previous provider.
Ookla speeds through the night poor - worst at 7am when upload was 0.02.... best was 35 so average well below 38/40 for which I am paying.
4/4/10. Tried Smart TV again. WPS lost.
Rang Plusnet. 31 minutes later got answer from Technical support. Established it was probably faulty router as I had suspected. Told they’d send out new router. As I had been sent 2 routers in error, I agreed to change routers as most likely problem was that. Now have to reset phone, computer, printer and TV.....
4/4/19. Installed new router. Connected computer, iPhone and printer. WPS on Smart TV still very dodgy but appears to be working and not disconnecting every time.
Speeds extremely slow - often less than 1......
Online chat said the speed to my property was 38 - of COURSE IT WAS!!
Changed channel - speeds slightly better but nothing like 38 - 40.
Have asked for increased compensation as Plusnet is part of BT who have signed up to Offcom agreement at £8 a day. I had no internet for 5 and a half days. Awaiting answer.
Totally fed up with the whole service and after all the t5ourble, still got slow speeds.
Reviewer
Ben
Location
Nottingham
Date
10/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolutely awful! Stay clear!
Award winning customer service? Absolute joke, I had the worst time with this company.
Lied to, mislead, treated awfully thr list could go on, save yourself the stress and stick to the big providers.
Reviewer
Michele
Location
Chesterfield
Date
10/04/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
We moved a month ago, and took plusnet with us. Since then, there is always an issue after another one. Everytime, we're told to wait 2 working days... And then there is again an issue, so need to wait again... It's been a month, we still don't have internet, and they ask us to pay the bill...
Reviewer
Claire
Location
Wales
Date
10/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Months of drop outs and copy and paste scripts from CSR’s no manager call back when promised over charging of account frequently even when they breach their own terms and conditions... avoid at all costs
Reviewer
Charlie Hughes
Location
London
Date
08/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Absolutely shocking customer service. Incompetent
Reviewer
Matthew Nicholas
Location
North Devon
Date
06/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
If I could give no stars then I would.
Someone wrongly used our address for a new contract.
When we received the letters informing 'the new occupier' about their new contract we IMMEDIATELY informed Plusnet, we did everything they asked us and received email verification to assure us that this error had been taken care off.
To our HORROR we woke up friday morning to find phone/ internet dead.
Thinking a quick call to customer services should sort this out turned into an unfolding nightmare of poor couldn't care less customer service pas
sed from one department to another every time having to retell the story from the beginning. Put on hold for half an hour.. then cut off. Ring back. Rinse and repeat all day long.
No apologies, no help, no offers to alleviate the situation. Just blankly told you'll need to sign up for a new contract and it will take two weeks minimum.
Great Plusnet. I'll just lose two weeks earnings because of your sheer incompetence and don't even bother taking ownership of YOUR mistake or offer ANY help in alleviating the problems caused by YOUR mistake.
No courtesy calls from a customer service rep to apologise nothing. Having to hound them constantly while they waste away your day passing you around one office to another, putting you on hold, cutting you off, wearing you down.
PLUSNET.. We'll let you down..... We'll make you mad... We'll make you wish you chose another damn company to provide you with basic phone and broadband.
Reviewer
sara
Location
bristol
Date
04/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly the worst service I have ever encountered. After it unreliably turning on and off consistently for the year we've had it we had to resign up after they terminated our account because our neighbour switched providers? when we resigned up they said they'd have to inspect the property to see if the wifi would work EVEN THOUGH we have had plusnet for a year and our landlords for the year before therefore the property has been accessible for internet for 2 years with them. Engineer was sent to the property without informing us (even though he had to come inside to 'fix' the connection) and when we rescheduled they got the day wrong twice! We were promised the internet would run within 24 hours of the engineer arriving, the engineer confirmed that it should be available straight away and they only needed to run a signal to the exchange. THEN we are told on the phone we will receive it on the wednesday the WEEK AFTER the engineer has visited. TODAY IS THE THURSDAY, THE INTERNET IS NOT WORKING AND WE HAVE RECEIVED NO REFUND FOR GOING WITHOUT INTERNET FOR OVER A MONTH OF TRYING TO RE-SIGN UP.
NEVER EVER GO WITH THIS SERVICE, THEY WILL TAKE YOUR MONEY AND GIVE YOU NO SERVICE
Reviewer
Simon
Location
North London
Date
04/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I agree with most reviews below, I have been with plusnet for 5 years and seen them get worse and worse. The router is old, out of date and unreliable, but if I want a new one I have to pay, and pay a lot!!! My webmail keeps stopping me from accessing it. When trying to get help, they are evasive and patronising. Be very wary of this company, they get you and then they just don't care.
Reviewer
Mahmood
Location
DERBY
Date
03/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Thanks god I switch to different provider,,,its been nightmare with these guys...Helpline waiting time over 25 minutes and if you lucky to get hold so rude customer services, keep transferring to you different departments, no one know what they doing...
They closed my 2 accounts and I am unable to get my bills downloaded...Called after waiting same story, being transfer to few people and finally they hang up on me....Disgusting, rudest people to talk too...Please dont go with cheap price,,,,if you do then expect this all happen to you as well.
Reviewer
Mandem central
Location
London
Date
02/04/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Slowest broadband ever used
Trap you with 18 month contract
Bs
Reviewer
thowel
Location
Manchester
Date
02/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Just don't bother. Set up at our new place is currently 2 days behind schedule and every time we ring for an update they've moved the goal posts- from Monday to Monday midnight to Tuesday.
This after they were terribly unhelpful with technical issues the previous year we were with them. Only reason we're still stuck with them is because we missed the deadline to back out and it automatically renewed. This year I'll be counting down the days.
Reviewer
Luxe Nail Salon
Location
Date
02/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely APALLING! Wouldn't give them any stars if it were an option. We had a business account with them and then one day came to work and realised the phone line wasnt working nor was broadband, phoned them and they told us that due to a system error they accidentally deleted our whole account and they would set it back up again for us, so we waited a week and still nothing. SO phoned them back and they told us they were not going to set our account up again unless we paid again, wtf?! You could of let us know!! Appalling sevice, bunch of ill mannered staff with no capability in doing their job right, we had nobody write or email us any warnings, it's as if they don't want to communicate and can't be bothered because they are only there for their monthly wage, they don't care about the business or the customer. Also the broadband speed was frankly **** too and they would take different amounts of money each month then have to refund it back to us. We literally only stayed with them to keep the same phone number!! Never really thought it could get any worse but it did. AVOID AT ALL COST.
Reviewer
MC70
Location
Merseyside
Date
02/04/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We signed up to Plusnet Fibre Extra and Phoneline (£27.95 18 Month Contract, no Connection Fee via a USwitch Exclusive Offer) on 19/2 and the service went live, as planned, on 5/3. Everything worked fine except Caller ID but this was resolved within an hour of me posting a message in the Community Forum. The service has been very stable, once the 10 day line testing was completed we now get a very consistent 72Mb at any time of day. However, in common with several other new customers we didn’t receive an email within 10 days of our service starting to claim our Reward Card but this has now been resolved and the card is on its way, The Hub One Router is OK, it’s perhaps not quite as powerful as our previous SSE Router (who we sadly had to leave because of increasingly rigid evening throttling). Overall we are very happy with the Plusnet service.
Reviewer
Ash
Location
Lincoln
Date
02/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One star is too generous. Absolutely the worst company I have ever dealt with, lied to, fobbed off on a daily basis, and still no broadband nearly 2 months later. Poor communication, terrible customer service and support and poor relations between plusnet and openreach resulting in problem after problem.
I have had over 15 promised 'live' dates with a problem occurring at each and every one. It'll be a miracle if I ever receive the service I am paying for at this rate. And to add insult to injury the thieving little crooks will not allow me to leave my contract without an exit fee.
Avoid Plusnet at all costs. Not worth the time or energy.
Reviewer
Scott purser
Location
Benfleet Essex
Date
02/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter rubbish, after complaining my broadband was slow they agreed to send an engineer out only if I agreed to a £60 charge, even though they told me there was a fault on the line. My broadband is still slow and sometimes does not work at all. They trap you with an 18 month contract and then supply you with a sub standard service. They are unprofessional and actually run a complaints department on Facebook!
Reviewer
Louise Osborn
Location
Wiltshire
Date
01/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Failed to send me a router left me with no internet refused to refund my money or cancel my contract
Worst service ever DO NOT USE
Reviewer
Neil
Location
London
Date
01/04/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very unreliable connection, but it's always "BT's fault" that they can't get an engineer to fix look at it for weeks. Then it's a cycle of three visits for anyone to do anything, because they don't write proper notes on the plusnet system that instructs the engineers... but they are the same company.
While it's easy to sign up online, you cannot cancel or transfer through the same channel. I waited for ages on hold and got absolutely ridiculous fear-mongering when trying to cancel. Turns out "great customer service" only applies when everything is rosy.
Reviewer
SZ
Location
Flintshire
Date
01/04/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A few days in to using PlusNet and I wish we had never switched. I need reliable connection so I can work on my laptop, listen to the radio and to check on my dog via the camera when I am out. So far this morning the router has lost signal twice and it’s 8.10am. Pretty unimpressed.
Reviewer
K Rochester
Location
Gateshead
Date
31/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Will not be recommending this service, broadband problems for the last 6 months with speeds dropping badly, the customer service is not as advertised, promised phone calls never materialised as per promised, they haven’t got a designated complaints department. When a complaint is lodged nothing gets done about it and you feel fobbed off as you get nowhere. Glad my contract ends in 1 month as will be going elsewhere, the service is definitely not what is advertised on tv, so please beware before you join
Reviewer
Jayne
Location
Upton upon Severn
Date
28/03/2019
Comments:
DO NOT USE THIS THIS COMPANY horrific customer service. Incorrect billing which I’m quite sure they try to do hoping that customers won’t check bills. Overcharged. Customer options Team, these are the guys that are meant to retain customers?!! What a joke, rude, unhelpful and obnoxious.
Reviewer
Gillian Beckett
Location
Wirral
Date
28/03/2019
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
There were problems with provision of the router for the new broadband. However when I rang them the customer service was excellent - they apologised and admitted it had been overlooked (no flannel or excuses) and gave a part refund as compensation. The person who sorted out the refund when I rang back to claim it was extremely helpful and polite. He explained clearly what the process would be and the payment was made quickly and efficiently. Mistakes happen with all businesses but it was refreshing to speak to staff who obviously cared a great deal about the service they provide. Only complaint is there was nowhere on the PlusNet website to thank them for great customer service!
Reviewer
jill balquin
Location
LEOMINSTER
Date
28/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
My complaint is concerning obtaining a final bill and refund. I have been chasing this since my service ended with them on 8 March. I can see other people have had difficulty, even waiting several months!! I cancelled my direct debit after they took the full amount in error, so now I am waiting for a cheque which apparently is beyond their capabilities. I have been promised a final bill on different dates, but none has materialised.
This appalling customer service is so short sighted. Not only will it result in bad reviews, it will also mean people will no longer wish to return to Plusnet. I certainly will not go back to them in the future, however good their deals may be.
Reviewer
Robert Sidebottom
Location
Surrey
Date
28/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Nearly two weeks and no internet.Not impressed. Ok until there is a problem and now no end to it.
Reviewer
Luke
Location
Ferndown
Date
28/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible! Three attempts it took them to ‘install’ broadband. Despite me telling them that there was a line - which they should have been able to see - they charged me to send soemebody out. He put a line in and connected to the other line. Eventually ( 5 weeks ) later they were able to remotely connect to the original line I had told them about!
At each stage they were rude and lacking intelligence. A year later they are starting to charge me more and it turns out that I am out of contract. They are able to increase charges and send bills every month and make contact if I do not pay the bill but they are NOT ABLE to make contact to inform of a charge increase or the contract has ended!! They actually said it is just not possible!!
After years of terrible service from BT I switched to Plusnet because they claimed to be best for customer service ( now they say customer support I don’t know why they needed to change that )It turns out that Plusnet was set up BT because they weee losing so many people for their poor service and stupid staff. Maybe change the way you operate as well then??
Reviewer
Anton
Location
Stockport
Date
27/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
Jane goddard
Location
Sheffield
Date
26/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service and attitude towards customers appalling. Left due to broadband service been very poor even though was sold fast fiberoptic. Cancelled direct debit and now they have sent my account to a debit collector even though they advised me to cancel the direct debit??? No one from plus net will talked to me or give me contact details of who to contact to get it all sorted. Would not recommended at all!!!!
Reviewer
Giampaolo
Location
London
Date
25/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company-Utterly unprofessional. It took them 2 weeks to set my line, and after only 1 week my account was overtaken by another internet provider due to their miscommunication. Stay away from them!
Reviewer
Lauren
Location
Leeds
Date
25/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
the worst broadband company ever!
wifi so bad that we use our 4g on our phones 24/7
the rudest/ most unhelpful customer service ever
-1000/10 would not recommend
Reviewer
Mrs E Havercroft
Location
East Midlands
Date
25/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ABYSMAL - AVOID LIKE THE PLAGUE. I have been a very loyal customer for over 11 years now - so old I was in pre-contract times - no contract with them. Developed a fault, engineer came out said I need a new router. If I purchase a new router myself, every time I have a problem they will blame my router. To get a free router from them I HAVE BEEN FORCED to sign up for a 12 month contract. If this is how they treat loyal customers new ones got no chance.
Reviewer
Alex
Location
Newcastle
Date
23/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
They sent me three routers which never arrived, every phonecall up yet just offfered me free month of broadband which is good except without a router there was no broadband to get free. Finally cancelled and the lady on the phone informed me none had been sent out. Thanks for the wasted time guys!
Reviewer
John
Location
Glasgow
Date
22/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tried to sign up for broadband. Quickly realised their customer service was appalling. Cancelled the connection before the installation date. 6 weeks have now gone past since cancellation and they have not refunded over £200 paid up front. I call every week, they say they will arrange the refund, then they do not. Muppets.
Reviewer
CAldo
Location
Chester
Date
22/03/2019
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband speed is rubbish in the morning at peak time - ie from 8am to 9.30am. The signal is extremely slow or non-existent, so apps like Alexa can't function and opening websites online takes forever. I never had this poor broadband speed with Sky and it had the same comparable speed. Landline phone works ok but what can go wrong with it? Also the downside is I have to pay extra if I want anytime day, evening and weekend calls. There's no offer of anything in between. When my contract runs out I definitely won't be staying with Plusnet and won't recommend them either.
Reviewer
Celine groom
Location
Doncaster
Date
21/03/2019
Comments:
Absolute garbage! I may aswell not even have internet. I'm paying for fibre and the connection speed is slow nothing loads and when I'm lucky enough for it to load it just buffers anyway! I definitely wouldn't recommend. Phoned customer services multiple of times and the phone cuts of! Definitely switching I shouldn't be paying for something im not getting
Reviewer
Tanner
Location
London
Date
21/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Well where do I start, the customer service team in the complaints department feel it’s ok to treat people like rubbish the internet service is a shamble along with the customer services, I would advise any and everyone to not sign up with the Plusnet service, when Plusnet were life mobile they provided a great broadband and mobile service but now they service is slow you regret ever signing up to this service they will provide a very poor service and they will try and talk down to you speak to you like rubbish and somehow get away with it
Reviewer
Ian Skeldon
Location
Cheshire
Date
21/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
When will I ever learn, read the reviews first...doh
Well I didn't read the reviews and went ahead and switched to plus net, what a huge mistake that was, even worse is that I am saddled with them for 18 months. Slowest broadband I can ever recall having, customer service should be renamed as waiting endurance test. Run a mile or for ever regret having the slowest broadband available.
Reviewer
Jason Horn
Location
Cardiff
Date
20/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I've been with Plusnet for 3 years now. The first 2 year's were superb. But last year I had a problem with one direct debit payment & Plusnet cut off my bband within 24hrs.
When they eventually put it back on, 6 days later, it wasn't the same!
From that moment on it dropped daily. Signal strength was a joke!!
Back then when I phoned to complain my call would be answered within 4 minutes by a polite human - nowadays it can take upto 25 minutes before they answer, whatever the time of day. That's if they don't cut you off before they answer or if I'm complaining, they'll now cut me off mid sentence! So infuriating!!!
This has happened three times this week alone. They're queue free complaints line is a complete joke - I've never got a response from it??
I've also got a mobile SIM only deal with them. They're supposed to advise you of the best deal for your usage...I rarely use a mobile but it's essential for when I'm riding my motorbike, incase I breakdown. I was inundated with emails offering me 'Mates Rates' all costing more than my then deal - even though I'd not used it once in that month...they should have offered me a less costly deal - but they never ever did, because that would make them less money!
So I had to do it myself.
Yesterday, was the final straw!!
After waiting 40 minutes for my call to be answered, a stuttering buffoon asked me my details - no, good morning sir, how are you today...instead I was greeted with a yawn. After lowering my SIM only deal myself, things went from bad to worse. They kept on taking the old DD from my bank account aswell as the new lower one. When I complained & said I want my money back, that you've stolen(I don't mince my words) Their response was, we'll credit your account - unacceptable, I said!! I want my coin back not credit! We can't do that they said - I replied, nonsense! If you credit my account that means I'll have to stay with you for another 2 months, I said & I want to leave before then!! The line went dead, they'd cut me off again - I felt I was getting nowhere. So I called back later that evening, they offered me two identical options, just worded differently & neither put money back into my bank account! The person I was speaking to kept saying, please hold the line for two mins while I speak to my advisor...5+ mins later he'd return, no apology & with no answer to my query??
This continued for twenty more minutes - I put the phone down this time, as I knew it was hopeless going any further.
Offcom, here I come.
PLUSNETS strap-line is,(We'll Do You Proud) Well, that now needs drastic changing! Because they won't & don't anymore - my advice is shop elsewhere. Sky was no better mind! The bigger these companies become the worse they treat us -
SHAME ON YOU PLUSNET!
(deep sigh)
Reviewer
MP
Location
Midlands
Date
19/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband provider I have used in the last 10 years.
+ took them over 4 weeks to get broadband up and running
+ was meant to receive £75 cashback for joining. Waited and waited for it but when contact made with plusnet was informed my time to claim it had expired.
+ takes forever to get through customer service
+ customer service dont really care about what you have to say
Avoid!!!!
Better to pay more a month and join alternative provider.
Avoid!!!
Reviewer
tanya
Location
hunstanton
Date
19/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worst broadband ever,customer services were a joke,,,when contracted ended speed was so bad some Robert told us if we leave we will have to pay a leaving fee,,he did it in a threating manner on line chat because we asked after months of not being resolved we were going to leave.. stay well well away
Reviewer
Louise
Location
Burnley
Date
18/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID!! Absolutely appaling service! Set up with them in a property I work in for special needs. Had to be set up in the name of one of the people I support but these are people who a. Can't talk or b. Have the ability to understand. Contacted them on the go live date as Internet not working only to be asked if they could speak to the account holder!! Probably the most unhelpful company I have ever had to deal with. No Internet from day one and they have the nerve to charge £216 when we want to terminate the contract.
Reviewer
Bill Em
Location
Aberdeen
Date
18/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Switched to Plusnet from BT. Phone line disconnected/reconnected as scheduled but no broadband for four days. No contact from Plusnet. Finally used chat and agent said the activation was stuck in a queue. Obviously a queue they expect the customer to drive rather than any quality control service on Plusnet’s part. Agent chat disconnected while waiting for the agent to respond. Pathetic start. The lesson is contact Plusnet support immediately and constantly, don’t wait for their processes to notice that something’s wrong. Now connected, interestingly at more than 10mbs slower than the BT connection. Hopefully this will increase as the line is trained over the next 10 days. Meh.
Reviewer
Louis.e
Location
Blackpool
Date
17/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No broadband. Ordered broadband from plusnet. Sky has disconnected me and guess what, plusnet have failed to connect the service. Phoned customer services and apparently there's nothing they can do! Truly shocking lack of customer care. Wish I'd stayed with Sky.
Reviewer
MICHAEL
Location
CEFN CRIBWR
Date
16/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My broad band fiber speed keeps going up and down like a yo-yo dropping down to signal figures at times. but when i complain i am told there is nothing wrong i when they put it on test its a constant 17. don't i wish
Reviewer
Drew
Location
Preston
Date
16/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Contacted Plusnet this Saturday and although 'drop' was resolved, the team attempted to put me through to Contracting team. I was disconnected by them and even after five more attempts the same thing happened. Looked for the complaints number on Plusnet website and it's the same options as before. On each occasion unable to get through and discuss contract options...two hours later - still no joy.. absolutely disgraceful Award winning? 100% yes for rubbish service...
Reviewer
E
Location
Southport
Date
16/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Awful company. Been waiting 3 weeks for broadband. Was told it was Plusnet fault for delay. Should of gone live yesterday,Still waiting. Now the tell me it's a copper wire fault. Cancelled going else where. Wouldn't touch Plusnet with a barge poll. Awful.......
Reviewer
D
Location
P
Date
16/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely dismal. Might as well try talking to a brick wall; over six months since new billing system and it's still faulty and unfixed resulting in broadband getting throttled when they fail to bill and you can't even get to their webpage!
Reviewer
Aaron
Location
Preston
Date
16/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hard to rate the broadband when I cant use it, placed an order 2 weeks ago and still haven't received the equipment to connect so when I switched I was without a service. As I work from home I had to go out and buy a router, so thanks Plusnet for putting me £70 out of pocket. Do me proud? Do me raw more like.
Reviewer
E cropper
Location
Southport
Date
16/03/2019
Comments:
AVOID!!! What an awful company!! Been waiting a month for internet! Full of false promises and lies, all faults are due to their own! When you explain it to them they just think their company is great, it really isn’t
Reviewer
Mike Peckett
Location
Oxford
Date
15/03/2019
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
I've been with plus net around two years now and have never had any issues really until recently. I noticed that over the last few months that I had been charged more than my normal bill. I contacted them and waited 40 minutes before someone finally picked up the phone.I was told by an operator that it was because i had not renewed my contract. I set up a new contract and was surprised to find I had been charged an extra £15 on top of what was supposed to be £32 per month. When I called back I spoke to a really nice and helpful operator who said that I would be refunded and sent me an e-mail of my new plan. It's early days for the refund but I will wait and see. Reading through all these reviews has made me worried about entering into a new contract with plusnet,I'm also shocked how a company can operate like this and provide which seems,(going by most of the reviews) such an appalling service. Avoid.
Reviewer
Linda
Location
Maidenhead
Date
15/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
We were without broadband for 3 weeks . I phoned numerous times and was always fobbed off with an excuse . It seems the order wasn’t put through , then no one chased it up. Only one customer service person was helpful . We would not use them again . At the moment no apology or renumeration .
Reviewer
Philip
Location
Cambridge
Date
14/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I placed an order for broadband more than one and a half months ago, and today they are telling me that the installation will be delayed even 2 weeks more. They have been playing with my patience by ensuring me that the service will be up and running on the next day or in the next week. This happened to me several times since I signed the contract. I have called many times to the support and the staff keep saying different reasons for the delay. Summary: If you don't want to be without phone/broadband for a couple of months with people constantly lying to you, don't go for PlusNet: Worst service ever.
Reviewer
Mr M Roberts
Location
Cambridgeshire
Date
13/03/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The People at Plusnet custermer service offered a very prompt and friendly service, when dealing with my complaint they looked into my problem in a very quick and friendly manner and they where really good at talking me through how to fix my problem, they also stayed with me on the phone and where very patient. Much appreciated⭐️⭐️⭐️⭐️⭐️! However, Sometimes your broadband speeds can be a bit slow sometimes. But, hey these guys things happen!
Reviewer
Steve
Location
East Sussex
Date
13/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
These guys are absolutely the worst mobile company ever and that’s saying something. Signed up for a mobile deal which included cash back and guess what the cash back never happened. I then get told if I pull the contract there charge me £80.00 for not keeping my side of the contract. What about there side where they shafted me for £40.00 and think that’s ok. All they do is send me on wild goose chases trying to track down my money. Nice way to treat a customer who signed in good faith and expected plusnet to do the same. Sign with them at your own peril and hope nothing goes wrong or your find your on your own.
Reviewer
g
Location
bucks
Date
13/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
really poor customer services, spend over 20 minutes on hold each time there are issues, my monthly rate goes up due to calls that i have not made, no means to complain to them, id say over all pretty useless
Reviewer
Stephen O
Location
Wolverhampton
Date
13/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Their adverts say great customer service but it's far from it.
I've just had my 2nd bill with Plusnet Business. They have charged me twice as much. Logged into my account and contacted them via online chat, a lady told me she can not help me as she does not deal with businesses (why have the online chat option on a busness account them.)
Told to ring another number, took me 20 mins to get through to someone then was told that was residential only as well! Explained what happened, the lady on the phone said she will put me through to business and there is no waiting time... there was.. took me 15 mins to get through to them on top of the 20 minutes before.
When running a business the last thing I want to do it spending all this time fixing their error.
AVOID AVOID AVOID AVOID AVOID
Reviewer
Rob Milne
Location
Derbyshire
Date
12/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Quite possibly the worst company I have ever had the displeasure to use.
The service is terrible, the customer service is non existent, and I have wasted 19 months on a provider that quite simply doesn’t provide at any level.
Be warned.......
Reviewer
Aran V.
Location
London
Date
12/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Magpiefairy
Location
Snettisham
Date
10/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give negative scores I would. Have been a customer for years and initially Plusnet were brilliant and I recommended them to many friends and family. Unfortunately I have had problems for over two years, still not resolved and now a worse situation because they “ceased” my line in error and now there is no space for me to get back the fibre broadband I did have, albeit intermittently. Their customer service do not listen properly, you cannot make a complaint properly and they do not respond to their “ticket” system. All in all a very bad experience.
Reviewer
David
Location
Newport
Date
10/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
What can I say apart from don't go with plusnet started off by taking 2 months before I got connected to Internet after signing up to them then when I complained about it they offered me 2 months free then it gets to last month bill and turns out they held on to two months of phone bills from November and December which they told me was free and tryed putting it on top off my bill for February very sly company and workers don't let you get a word in stupid company suggest going to sky or virgin only decent providers out there lat
Reviewer
Damien
Location
Hounslow
Date
09/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Avoid this company! Short contact terms are tempting but difficult to cancel. 3 months after cancellation they are still taking money.
Reviewer
Green
Location
Worthing
Date
08/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Moved home but somehow they managed to put me on a different package for a phoneline only! 10 days later and still have no internet. Some of the staff are helpful but sone come across as being upgrade crazy..which i think is what happened with me, someone tried to upgrade me and cocked it up. The internet speed has always been stable in the past so no problems here but this has really put me off. Looking for another provider.
Reviewer
Cassie
Location
Glasgow
Date
08/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Broadband was ok when connected but we were killed caked out of the internet every time a phone or iPad went on to rest mode so if I was watching a film on the iPad like I often do every time I paused it I cad to the connect to the internet before I could play the movie again. Also there was zero internet service every nite approximately between the hours of 8 and 10 absolutely no good and when I eventually got on the live chat after months of trying plusnets answer was that they don’t guarantee WiFi absolutely bewildered what on earth was I paying for who uses a direct line any more? Anyway they refused to terminate my contract therefore I have been forced to cancel my direct debit with the bank. Waste of time trying to go about things the right way and waste of money on a useless service.
Reviewer
Adam
Location
Bromsgrove
Date
08/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible. I now find their advertising incredibly patronising considering how rubbish they are, "we'll do you proud". Nonsense.
Reviewer
Simon
Location
Winchester
Date
08/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Very unhappy with Plusnet.
Had a fully working fibre to cabinet broadband service for many years that stopped working. After many calls and one week later it was revealed by Plusnet that their internal computer system had deleted our broadband. They could give no date for re-connection and we have now been without broadband for 3 weeks and have been told we will get an update in a further 2 weeks time, so 5 weeks in total. No offer of escalation, no offer of a 4G modem.
Staff are polite and helpful but clearly their internal systems and policies are not adequate.
Reviewer
carl
Location
essex
Date
07/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Really fed up,moved house 4 months ago,internet has never been right since. Don't want to call & go through the same routines each time, speed is nowhere near that promised. I stream a lot, like most people now but this internet is so unreliable. Can't even do there on line chat as they say they are always busy. Stay away from these.
Reviewer
Pat McGuinness
Location
Brighton
Date
07/03/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have to say that Plusnet are head and shoulders above talktalk who I was with for years. In particular the customer service is friendly and efficient. Cashback was also amazingly straightforward
Reviewer
jon
Location
SOUTHAMPTON
Date
06/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with plusnet couple of months guarantee 24mbs getting between 10 and 18 cant contact them on their website, cheaper than BT but pretty rubbish
Reviewer
Ian McClean
Location
Canterbury
Date
06/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I have had the worst experience with Plusnet please stay away from them and whatever you do do not make the initial payment because if you change your mind within the 14 day cooling off period they give you inaccurate information as to when you will receive a refund. First it’s within 7 days then when you don’t receive it and contact them they say it’s 48 hours and then when that does not happen you contact them again and get told they are sending a cheque within 14 days. WTF ridiculous.
Reviewer
Hannah
Location
Marlow
Date
06/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AVOID AVOID. The worst company we have ever had the misfortune of dealing with. Signed up to them to move our phone and fibre to new premises and 4 weeks later we are still without internet and phone lines. We must have called them 50+ times to try and resolve issues. Lied to about every single element of this process, dates etc and always met with rudeness. We have now moved and plus net have taken over our line - but the call divert they promised when we signed up to them, HAS NOT been set up, and they now say it will take 48 hours. So we have NO PHONE LINES to our business currently. The disruption, stress and now cost implications are staggering. DO NOT USE under any circumstances.
Reviewer
Christian Breyer
Location
Ramsgate
Date
05/03/2019
Comments:
Plusnet requested a termination fee due to me prematurely ending my service, which I had no problem and duly attempted to pay, however when I got through to their payments team they said they were unable to take payment due a fault with their system and assured they would contact me when they were able to take payment. They also assured me they would not refer the matter to a collections agency and they sent me this in writing by email. I did not contact plusnet again as I felt it was up to them to contact me to collect their money. I was horrified then that a few weeks later I received a letter from a collections agency demanding the fee plus extra costs. I contacted the agency to explain the situation. I then contacted plusnet who apologised to me and said they had instructed the collections agency that I only need to pay the termination fee and no extra costs. I then contacted the collections agency again who advised me that plusnet had not contacted them whatsoever. The matter is still ongoing and I have all the written evidence from plusnet to say that I only need pay the termination fee and no extra costs. Plusnet, this is truly appalling service and I hope the telecommunication ombudsman is reading this. It is extremely worrying that plusnet have behaved in this way and very serious.
Reviewer
Miss Noma
Location
Hertfordshire
Date
05/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
They have been sending me account warning messages for months, but they're all wrong. They tell me there's a well known problem with their accounting software and so I just have to live with the fact that they can't bill me correctly. Plusnet have never been in touch to tell me there's a known problem or when it'll get fixed. I'm shocked at the way they're handling this problem, and I'll never use them again.
Reviewer
Rebecca
Location
Halifax
Date
04/03/2019
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Absolutely shocking, the past two months my mum has tried to pay Plusnet but everytime she goes too, theirs an error on their side. They said they would put a note on the system saying she had tried to pay them and not to cut her off. Well officially off today (4/03/19) we have no internet till Friday (8/03/19) because they decided to cut her off. Honestly don’t bother, just be wasting ur time otherwise!
Reviewer
Steve Wild
Location
Stoke-on-trent
Date
03/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Don't bother trying to contact these people as they won't bother to answer the phone. After 3 attempts all lasting over twenty minutes waiting for someone to answer the phone I gave up. I did try the online chat to cancel my contract and they said I had to call in to cancel it! I explained this was impossible and then told there was not waiting times at all and lots of availability to get the call answered and no waiting time. I rang again straight away to be told there is a 20 minute wait - what an absolute joke this company is and wouldn't know what customer service was if it hit them in the face.
Reviewer
Heather
Location
Gloucester
Date
03/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Every time we need to pay our bill we have a problem getting onto the payment site this is not a good example for a site that supposed to give good service . Because of this I have now had to phone to pay our bill . I have been on the phone for 20 min and was then cut off . The most annoying thing of this is that if we are late paying the bill you add extra charges on top . This is such an annoying service we are looking to go else where as same things happen every month . We are not happy with your service .
Reviewer
Queen
Location
Reading
Date
02/03/2019
Comments:
To be honest it really sucks, it’s the wrost broadband I ever had, always loading, speed is really poor and zero reliability.
Can’t wait to change the contract. Greatest regret of my life for having Plusnet in my house.
Reviewer
Jamie
Location
South wales
Date
02/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking. Stay well away. Had the worse 15 months of any service. 3 story home that I only get internet connection in living room and the one bedroom above rooter. Three other bedrooms you got no chance. When you speak to customer service they keep saying your in a contract.. I'd really like to see this company fold or go into administration. It's got no care to customer's so trust me and stay well away!! I could go on and on
Reviewer
LENA
Location
WILTSHIRE
Date
02/03/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
To those looking for a new supplier. Plusnet does not perform well. My download speeds are not as promised. I logged a download speed of 0.83 last night. The range is very poor, I struggle to obtain a consistent, reliable service upstairs (average 3 bed home). Changing channels and router has not improved the situation. My advice is to pay a little more and choose an alternative supplier.
Reviewer
Fern Goddard-Coote
Location
Norfolk
Date
28/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
They do not even know the meaning of the phrase Customer Service. Quite possibly the worst I have ever known. Their departments do not speak to each other. You cannot get any help whatsoever.AVOID AT ALL COSTS
Reviewer
Kurtis Budden
Location
Preston
Date
28/02/2019
Comments:
Really Really Bad Customer Service I signed up with these 2 Weeks ago received no confirmation ..... No info on when I will receive my router and get connected up I've rung a few times in the first week wondering what was going just met with incompetence and no One seemed to no what they was doing I eventually spoke to a manager the week after Julien who promised me this was going to be all sorted now and he had this covered for me and I will receive all they info via post/Email to yet again not receiving anything chased it up and this time they have denied all knowledge of me ever trying to sign up ..... Wasted 2 Weeks of my time could of just gone to another provider that would of known what they was doing
Reviewer
Chris
Location
High Wycombe
Date
28/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Internet went down for 12 days, had to make 5 calls and was spoken over many times. Promsed calls back which never happened. Then basically say tough luck, see our term and conditions. I woudl pay more and get someone who is prepared to act like they advertise.
Reviewer
Mike in Sussex
Location
East Sussex
Date
28/02/2019
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Forget the ad on TV telling you how 'caring' Plusnet are - that really is a load of rubbish. The customer service is appalling - they over charge you and take forever to refund. I find the speed and reliabilty to be good, but I'm not sure I can tolerate the useless CS much longer!
Reviewer
Paul
Location
Nottinghamshire
Date
27/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Went with plusnet based on service but soon found out this is just as bad as other providers you would be best to avoid
Reviewer
Daniel
Location
Carlisle
Date
27/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Overall= Decent speeds however customer service is horrendous which stopped me renewing my contract
Speeds = Good
Customer service = Abismal especially if something goes wrong
Reliability = Not great, good speeds one day non the next
Reviewer
DBH
Location
Wales
Date
27/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Beware choosing Plusnet. Customer Services and Billing are absolutely atrocious. My billing has often been wrong. For example: I've just (stupidly) renewed an annual contract with them and they've double-charged me on my broadband. I ring them (always long waits, sometimes up to an hour). A surly assistant tells me that " no system is foolproof" ! No apologies. I tell her that the same happened last year. She becomes even more surly and then says goodbye and puts the phone down whilst I'm still in mid-sentence.
Reviewer
Roderick
Location
Staffordshire
Date
26/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly shocking. After 2 weeks I gave up. Didn’t even manage to connect us! Partner unable to work from home, unable to use our other services. Ended up having my money back.
They didn’t even order the router or exchange work. Kept blaming Open reach and they blamed someone else. Not my problem!!!!! I just wanted to be “Done proud” Company is not organised, a joke.
Oh, the one thing that went seamlessly was the taking of my money, that worked.
Reviewer
wb
Location
London
Date
25/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worse CEO complaint department and worse for service. Failed to cancel my contract after 30 days notice due to an error in their system. I only knew because collections started t chase be for 3 months unpaid bill. Contract still not cancelled and complaints being ignored. Finally the case is now with the ombudsman and account has been closed. Indian call centre can at least cancel the contract on time. ! ! ! !
Reviewer
Roy Keasley
Location
Norfolk
Date
25/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Plusnet is ok until somthing goes wrong it is then a disaster area. I have just left Plusnet and owe them £14-29 I tried to pay it last time i contacted them but couldnt because they didnt know the exact figure. Today having had no emails or telephone calls they have written to me saying they have been unable to contact me and have passed my debt to a debt collector Oriel. I have tried to contact both Plusnet and Oriel this morning neither answers the phone within the times they say. To add insult they have added 25% to the amount for their trouble!!
Reviewer
Ian Massey
Location
WORKINGTON
Date
24/02/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We have been with Plusnet for 7 years and the service has been reliable. Any problems they have sorted via the help lines. Our original router worked but was 7 years old so they sent a new one for £7. Installation was very easy.
We have not changed from Plusnet because it has been zero hassle.
Reviewer
Prim Hardwicke
Location
Isle of Wight
Date
23/02/2019
Comments:
Plusnet is the worst internet provider I’ve ever had. Don’t sign up with them. Customer service was abysmal, the service was extremely intermittent, and the the cost was far too high for the service provided. I don’t know how they have the nerve to spend money on advertising
Reviewer
Georgina
Location
Durham
Date
23/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
cancelled my internet contract in December read out out all of my credit card details over the phone to end the contract and pay the payment - mans mucked the payment up now I’m getting debt fees for his mistake ..... people at Plusnet obv can’t do their jobs properly ? He also hasn’t recorded any info of our conversation- if I have to pay for someone’s mistakes after being told countless times that everything was ok and sorted out I honestly would not recommend such a scam of a company - recived am email from 2 days ago - 14 days to be resolved to pay a balance of £0.00??? Or it will be sent to debt collection? As far as I was aware I owed no money and yet apparently I do and it’s been sent already !!
If anyone cancels with this crap company please check your bank to see if the imbecile that works there has done it correctly and it comes out coz I didn’t !! Wasn’t aware I had to check somone does their job right
Reviewer
Carl watson
Location
Newcastle
Date
22/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Awful, Constant drop outs even though blue light on router. Speed fluctuates speeds and then to top this off I received an email about a failed direct debit email and they placed restrictions on my account the very same day!!! I have never had this with any company .
Reviewer
David norris
Location
Rochester
Date
22/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking....... in fact beyond shocking. Keep losing internet runs stupidly slow. Struggle to watch YouTube without connection disappearing. I have never known 1 internet service to be so consistently rubbish in all my life. Plusnet are to internet what Fred and rose west are to babysitting. I am basically paying to spend my life chasing plusnet and ripping my hair out through frustration. Changing companies and taking plusnet to court for misrepresention, false advertising and extortion. You will be hearing from me soon Plusnet!
Reviewer
Mandy bailie
Location
Halstead essex
Date
21/02/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Unfortunately I had to cancel
My contract with plusnet but the advisor was really understanding and was able to assist me brilliant customer service which is rare in today’s market
Reviewer
Paul R
Location
rochdale
Date
20/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Plusnet fouled up when both activating my internet and when i left them for an alternate provider. On both occasions i have been left with no internet service. Tried to make a complaint when leaving and it seems that the complaints procedure is simply based on speaking to a customer service advisor. His tip to me was to go to the ombudsman. I will never go back to Plusnet whilst i have air in my lungs
Reviewer
David Aveyard
Location
Derby
Date
20/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Was going to go to Plusnet but my present provider upped there deal so cancelled with plusnet after paying up front.Well what do you know refund was a joke and the lame excuses in the end sent me a cheque back way over the time stated to me when I rang up...complete joke..!
Reviewer
Chris
Location
Market Harborough
Date
20/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Been with plusnet for years, we are in an area they class as low speed, all providers agree. So we stuck with them but their customer service now is terrible. Long queues to speak with anyone and when you do finally get through you are told that a change in some system or other is causing problems. I am over charged then ring up for a refund only for it to happen the following month. Will leave once this contract is done.
Reviewer
Jan
Location
North West
Date
19/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with them since Dec 2018. Internet constantly not connecting yet modem blue. Rang them to say was perfect with BT but since they took over numerous drop outs every day. They tested line whilst I was on phone & said all okay. Then wanted me to unscrew plate from open reach socket, to which I replied had no screw driver to hand & was concerned about doing that. He then said would send engineer but if no problem found in my home It would cost me £65. I stated not happy as never had problem with BT & maybe it was the router. Not interested just got me to agree to possible £65 cost & said someone would contact me. Then got email day or so later saying problem resolved. It's not!! The internet is worse than dial up was years ago & I will be leaving when contract up!! They have not done me nor themselves Proud!!!!!!!
Reviewer
Tyke
Location
Abingdon
Date
17/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Absolutely shocking customer service. Friend’s system wet down. Promised it back next day(Sat). Didn’t happen. Promised it back Sunday, didn’t happen. I spent 45 mins getting through to customer services, explained that friend had a serious medical need for contact. Promised a call back from engineer in 15 minutes and from a manager in 45. 3 hours on and guess what.
Reviewer
Jack
Location
Peterborough
Date
16/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
awful Internet speed, service disappear time to time
tests indicates 5mb/s download speed and 0.1mb upload
Reviewer
Lynne
Location
Doncaster
Date
15/02/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Just signed up with Plusnet and so far so good. Set up all went smoothly on date promised. Had to contact customer services a couple of times and received great advice and help. My broadband speed has doubled compared with my previous provider so am very happy customer at the moment
Reviewer
Louis
Location
Pirbright
Date
15/02/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Never had any drops, I was told my speed would be 8-14mb and I'm getting 36, pleasant surprise! They were late to install, but refunded me for the days I couldnt use the service.
Reviewer
Bryce
Location
Southbourne
Date
14/02/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I think plusnet is brilliant. I have been with talk talk, BT and sky in the past and plusnet has been the most reliable service i have ever had.
You would think BT would beat all providers given its their phone lines, but Plusnet beats them hands down.
Well done!
Reviewer
Martin c
Location
Shb
Date
13/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely a con I've been with them since September the first couple of months was fine I was only paying £32 pound a month after the festive period I'm paying nearly £97 a month total I wouldn't recommend anyone to this sham of a provider all they want is money
Reviewer
Aisha hardy
Location
Fleetwood
Date
12/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor customer service skills it’s took 4 days if
Me chasing them for money they took out of my account which wasn’t due to get
Them to put it back in the excuses they come up with and the attitude in the phone was crap!!
Reviewer
mr Cameron Lindsay
Location
38 St Vincents Close, Littlebourne Canterbury
Date
11/02/2019
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
My router keeps dropping out. O Saturday between 7pm and 10pm it dropped out 4 times while I was watching Netflix programs. My download speed today Monday 11th Feb is 8.5 Mbs after dark seems to be the worst time for dropping out off line.
it was a solid connection up to approx December last year. My signal level is too low against the noise level especially after dark.
Reviewer
Mick
Location
Bury
Date
10/02/2019
Ratings
Satisfaction
2.00 stars
Reliability
2.00 stars
Comments:
Doubled the speed to hopefully get a better experience, A load of cr#p, think I’ve be moving supplier soon
Reviewer
Luay Marrow
Location
Newton Aycliffe
Date
09/02/2019
Ratings
Satisfaction
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I changed over to SSE . It was smooth and reasonable experience . However I recommended Plusnet to friends. They were charged. Line activation was 29/1/2019 and until this moment in time they have not broadband. Customer services did not exist to resolve their frustrations. Very disappointed that I recommended them
Reviewer
Jonie
Location
Wirral
Date
09/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Can be on hold an average 20 minutes trying to get to speak to customer services. Just as poor quality customer services as their sister company BT.
I've left Plusnet shocking customer services and their prices are more expensive than talk talk
Don't stay with them out of loyalty it doesn't pay
Reviewer
Fry
Location
Emsworth
Date
08/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Recently took up serrvice with plus net who guaranteed us a minimum of 25mb and an average of 38. The main reason for plus net was their so called customer service.I wanted to change service due to inability to ever watch i player without continual buffering. This has not improved and today check says 8.24mb. The person I spoke with yesterday was very helpful. The guy tonight was despicable, refusing to provide any help whatsoever without full security details which I do not have to hand. He refused to put me through to his manager. Very disappointed and looking to cancel as we are still within the 14 days.
Reviewer
Roger Crow
Location
Nantwich
Date
08/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We do not consistent connection, it drops off many times a day and stays off for minutes to a full day. I have contacted Plusnet who have sent an Openreach engineer twice now and they know the problem is there but cannot fix it. We have reported this to Plusnet five times and they have no answer. We are now trying to get a reduced contract as they are not delivering a consistent service.
Reviewer
John mcgivern
Location
Erith
Date
08/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet will not do you proud, customer service is not good, they are rude and un helpful, Robbers.
Reviewer
Mr. G
Location
Sl6
Date
08/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service and always dropping out they TOLD me that to get decent coverage I should invest in a decent router!!!
Phone charges are extortionate 0/10 is a true reflection of its value
Reviewer
Michael
Location
Staffordshire
Date
08/02/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
My broadband speed dropped off and not close to the speed that I signed up to. For 15 days I checked my speed twice a day and recorded the dates and times. I then telephone Plus Net and was through to Jack at Plus Net within 2 minutes, I informed Jack of my findings regarding my broad band speed. We reset my router wich made no difference, Jack raised a work number to sort my problem out. The following day I carried out a further broad band speed check to see my reading, I was amazed to see that my broad band was up to full speed, I also received an email from Plus Net informing me that my issue was resolved and that I was up and running at my allocated speed. For me personally Plus Net did an excellent job of sorting out my issue what else can I say, thanks Jack at Plus Net.
Reviewer
Terek S
Location
London
Date
07/02/2019
Comments:
Unreliable, slow, never even close to as advertised regardless of if you use an ethernet cable or not. Terrible customer support, overpriced.
Reviewer
Ben
Location
Leeds
Date
07/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am paying for 14 mB/s, however, I am averaging on 800 kB/s - 1 mB/s. The internet disconnects between 4-10 times every day. I can't even remember the last day it didn't disconnect. It is absolute rubbish, as we pre-paid 12 months.
When I call or chat with customer services, they keep telling me the service is good, when I can see in front of me the download speed being 0.8 mB/s. The only solution they present, is having an engineer over, which would cost me £65. I'm struggling to see why I should be the one charged for their absolute ridiculous (broadband- and customer) service. 1 star is too high of a rating.
Reviewer
Carole Agyei-Dua
Location
Brentwood, Essex
Date
06/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Was very happy to sign up with Plusnet as the deal appeared very good for Broadband & landline 17th Jan 2019. Still waiting for connection 6/2/2019. Attempted web chat etc, no joy! PLusnet caption is "WE'L DO YOU PROUD"! Hope so when this Company get around to connecting me & sending me my router.
Reviewer
KMan2011
Location
Cardiff
Date
06/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Agree with some comments about shambolic service.
So let's start with the Good. I moved from BT to Plusnet since my BT contract expired and Plusnet had an offer which made them competitive. Speed tests showed they hit the median value quoted.
Now the BAD
1) When my 12month contract expired, they offered me a renewed contract similar to mine. I also mentioned I was moving cities (different STDs), but they said that was no problem and that I could move over when the time was right, though a new number would have to be generated (stands to reason). What they didn't tell me on during the conversation was that it costs £65 to change address. They offered an alternative, which was to cancel the existing renewed contract at no extra cost and then take out a new 18 month contract (but different tariffs). I reluctantly agreed to the latter
2) So switchover date arrived, but our line still showed as being disconnected. Received numerous emails and texts on the day to say everything had gone swimmingly. Tried calling them, but as with others' experiences, they phone customer service is a lottery. Double their estimated time for a human to answer the call would be realistic at most times of the day. So I tried to use their chat. The 1st chap I spoke to eventually tried to arrange an Openreach engineer with a strong warning that any issue with the line found within the boundary of our rented property would result in a £65 charge. Any need to re-visit following such a conclusion would result in more charges if it wasn't possible to resolve on the first attempt. I need to seek permission from our landlord before going ahead.
2)I had thought, what happens if I call the new number provided? It actually rang and on the 2nd attempt, got through to someone other than my spouse. Not a happy bunny.
3) Following 2), I went through the arduous call process. Wow! The various Teams within Plusnet really struggle to talk to one another or know the infrastructure. Started off in Customer Service. Was then pushed to Tech Support. Told to wait....found myself back in the queue..start over. Eventually told I must have a crossed line and that the order hadn't successfully completed. Then put through to the so-called 'Provisioning Team', who denied it was an order fault and should be the Tech support guys responsibility. They eventually booked a BT engineer to visit our property in the notorious 1/2 day window.
Its ironic that Plusnet have some Northern lad boasting to endorse a company with 'Northern' values and customers' interests at hand. Errr! Have you tried contacting your own help line?
Total call time 1h 59sec. Took the full length of my 40 mile commute home.
STAY AWAY
Reviewer
dave
Location
uk
Date
05/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The service was fine for a while but the wifi eventually became unstable, slow and unusable around the house. plusnet were unable to solve and said that they do not guarantee service around the home!
When I left to go elsewhere they slapped me with high early termination charges which were in their ts and cs but I felt unreasonable given I didn't want to leave them. I asked for a waiver and/or discretionary credit, but they refused.
Reviewer
tony atkinson
Location
colne lancashire
Date
05/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i have had nothing but trouble from plusnet i would never recomend the company to anyone thay are false advertising on tv saying thay will go the extra mile its all rubbish i have asked for a manager to call me back on several acations but no body ever rings back as soon as my contract is up im out of here i am taking my case to the pdf and the onbudsman as this is rediculas the way ive been tret the staff tell you one thing then thay dont do it im contacting the papers about the service
Reviewer
Caroline
Location
Coleraine
Date
04/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been Signed up for 2 weeks and still have no internet. V long wait for customer service on phone. Engineer was supposed to call today - No show. Another hour on the phone. Wish I had stayed with talk talk. Helpful staff on phone but can't make up for appalling overall service.
Reviewer
Asiri
Location
London
Date
04/02/2019
Comments:
Probably the worse company I've dealt with for a long time.. Their customer services are rude and don't care..my broadband has been not working for almost 3 months. I have reported it on the phone, online and yet its not fixed!!!! So I'm paying for a service that I'm not receiving. My contract ends in a month so can't wait to leave them. Even one star rating is generous!!!!!
Reviewer
Peter
Location
Burton on Trent
Date
03/02/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've been with Sky before. Tried vodafone (crap).... Now I have moved my mobile and broadband to Plusnet. Never had quicker internet. Easy to set up and fast as **** !! I'm sofa king happy!! Thanks plusnet!
Reviewer
Jill
Location
Edinburgh
Date
01/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Hi there
I want to warn other people who are potentially thinking of changing broadband provider. I was with Virgin but was experiencing slow speeds and was paying too much for a service I only partially used. I looked online and thought the plus net deal for phone and broadband looked good so I signed up. I then faced a very long wait trying to speak to someone as I have plus net phone and broadband in one of my business premises so I wondered if they might have been able to offer me a better deal....I was transferred to someone else and lost the will to live having been on hold for over half an hour. Later I received a text saying my installation had been changed from PM as requested to AM - I tried to contact plus net about this but faced an unacceptable wait of over 30 minutes each time I tried. I then managed to log my question about this on their website and received a response saying it would be dealt with in 24 hours.....no response after 2 weeks and counting. Anyway, I digress, the main reason I am disgruntled is due to the fact that nowhere on the site does it explain that if you don't currently have a BT phone line a new one will have to be installed which may involve drilling a hole into an external wall; maybe to some people this is obvious but I am a compete dunce when it comes to technology and I did not realise this - if I had I would never have signed up. I think there should be a check-list on-line for people to complete when they sign up for a service so people are aware of what may be involved. Our engineer arrived this morning and within 2 minutes he said that he recommended staying with Virgin as he was going to have to drill a hole from outside in to our new extension and run several metres of cabling......he said to call plus net and say I wanted to cancel and that I would be in the cooling off period so all would be well. I see from other complaints that the cooling off period applies from the date you place your order, not the date of installation - very convenient for plus net. When I called to cancel (after another long wait) I was told that they would process the cancellation but that I would be charged £49 for the engineer's visit. I said I was upset about this as he didn't do anything except advise us to stay with our existing service and he was literally in the house no more than 4 or 5 minutes. I said I wanted to complain and a case was opened but during a call later in the day I was told that they were sticking with their decision not to refund me for the engineer's visit. I think this is shocking and want others to be aware so they don't make the same mistake as me.
Reviewer
Shannen
Location
Wisbech
Date
01/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would never go with plusnet again got account cancelled just because a neighbor had gone with the (caravan site) and cut me off with no notice and wanted more money for reconnection spoke to manager but no help was given poor service and would like to see them in a law suit
Reviewer
DS
Location
Rushden
Date
01/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Regular calls to customer service due to service dropping out regularly. Now on the last week of my contract and they hit me with a £13 bill for changing suppliers 6 whole days early. Last cs rep was unpleasant and bordering rude, don't bother using Plusnet.
Reviewer
Amy bennett
Location
Doncaster
Date
01/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use this conpany it is shambolic something needs doing about them.They do not know what customer service is absolute incapable of doing there job's.I an still waiting for my refund.I have tooo my complaint to the FSA everyone who has experienced the same thing should do the same.The stress and upset they have caused me is unreal.
Reviewer
MARGARET DAVIDSON
Location
CHICHESTER
Date
31/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor speed and reliability. The customer service staff are the most rude and offensive creatures I have ever had the misfortune to encounter. Raised 3 complaints in one day and they were closed unresolved with 12 hours. Fault not resolved and given the address of their 2ndstage which had to be done in writing and send by post. Staff refused to give the the CEO's Email. Cant be bothered participating in their biased maybe non-existant complaint system. Found the CEO's Email on-line. You got a lot of explaining to do mate. Where is my missing private data? Expect an Email from me soon I AM THOROUGHLY DISGUSTED BY YOUR RUDE ATTROCIUOS STAFF. My personal data has gone missing and I want it back Shame on you.
Reviewer
Anne
Location
Cambridge
Date
29/01/2019
Comments:
Something needs to be done about this absolutely shambolic company. I so wish I had read all these atrocious reviews before I gave them my business. They need shutting down. Even though calls are recorded - this means nothing to them. They make false promises and lie through their teeth. PLEASE PLEASE stay well clear of this company. I cannot begin to tell you how much stress, time and aggravation they have caused me and my family.
Reviewer
Anne
Location
Cambridge
Date
29/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute dire customer service. Constant lengthy queues to get through to speak to anyone - promise of calls back from Manager - as they are never available (which don't happen) Calls not returned, instead receive emails (if lucky) which I am unable to reply to (as account closed). Would not recommend this company to anyone.
Reviewer
Jim Sannachan
Location
Falkirk
Date
29/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a lousy disorganised outfit. Have been overcharging me since September and are either unable or unwilling to resolve.
CS staff are very matter of fact about the issue and believe that an eventual refund will suffice.
Will change supplier and chalk this up to experience. If they were a movie they would be X rated.
Reviewer
Deab
Location
Reading
Date
28/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a shambles - my previous contract expired last year - Plusnet were looking for a 50% increase to renew so I said I would move service. They then said they would reduce my bill again to stay on an 18 month contract so I agreed (big mistake!). Since then they keep trying to bill me for the price they originally wanted. I have to keep phoning them to get then to correct their system. They keep blaming a new computer system and a whole load of apologies, but reassure me they have now corrected their records and this would not happen again. Today I receive four automated emails from them saying that I had an unpaid amount on my account from Dec last year and that they would be terminating my service and changing me a £227 cancellation fee. So I phoned them again and after waiting for someone to answer the phone they agreed this was a terrible mistake with their IT system, very sorry and this would not happen again. Im fed up with having to keep ringing them so said I wanted to talk to a manager about these reoccurring problems. They refused my request. Considering the size of this company and part of BT, they are running it like a bunch of amateurs.
Reviewer
Henry Leather
Location
St Andrews
Date
28/01/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Speed has been very good comparatively to friends with other providers. Brilliant customer service (they accidentally overcharged us and responded by refunding us and giving us the next month free). Wifi never gone down unexpectedly.
Reviewer
Siobán
Location
Thirsk
Date
28/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Where do I start with this review? Quite simply, an utterly appalling company, not fit for purpose. DO NOT BECOME A PLUSNET customer PLEASE!!
Signed up with Plusnet on 03.12.18, paying 12 months advance line rental to take advantage of the discount (£201.88p). Nice fluffy Welcome letter assured me that Plusnet would do everything to activate my new service, including contact my old provider BT Wrong! This didn't happen. On 15.12.18 when I contacted BT CS, I was advised that Plusnet needed to do this as an account transfer, giving 30 days notice before activating the new service with me. BT had no idea that I was transferring and told me that, potentially, I would be paying for 2 accounts; an existing one with them and the new one with Plusnet!
Meanwhile, Plusnet was insisting that there was a problem recognising my billing address and this could be solved only by installing a second landline. Nothing could convince them that the line from which I was speaking was working perfectly! I refused to even consider this as an option.
Despite this 'problem', Plusnet text/emailed me to confirm that my order was due for completion on 19.12.18 (nicely just beyond the 14 day cooling off period as experienced by other reviewers unlucky enough to have had the Plusnet experience).
After days of stress/being on hold/having fruitless conversations with apparently clueless CS advisors, I cancelled my order (on 15.12.18) and have remained with BT.
However, getting my £201.88 refunded took further days of stress/on hold/unhelpful calls. I was told initially that this would be refunded by the billing team onto my credit card in 10 working days. A Plusnet router arrived and I was advised that I could do what I liked with this; no need to return. No refund after 12 working days so further CSA calls to be told that they had a problem with their automated system so this amount would be paid manually into my bank acc within 5 working days. They confirmed they had details. I was told that they relied on customer reporting to confirm this problem. What a dreadful system! No refund after 5 days but an email from Plusnet informing me that I would be reimbursed by cheque in the next 14 days!!! CSA (more calls/more stress) told me they did not hold any account details for me, despite confirmation from the previous advisor that they had this information. He then said the previous advisor must have been making it up! WHAT a truly appalling organisation!! Told him I was SO glad I'd left.
Finally emailed the CEO of Plusnet ([email protected]) with a chronology of all these events and asking for his help re refund. A member of his 'CE Team' left me a voicemail promising to email me. Needless to say, the email never arrived. However, a cheque for the refund did turn up 48 hours later, so maybe my email did hasten this dreadful process and help it to conclude.
Almost the worst stress I've experienced since my husband died some years ago. Would hate anyone else to go through anything similar so PLEASE heed the warnings and avoid at all costs. I consider I had a lucky escape before the end of the 14 days.
If I could rate Plusnet at less than zero, I would do so.
This is not a rant; it's a series of facts.
Reviewer
Rebecca
Location
Yeovil
Date
28/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Completely and utterly let down by plusnet. I originally placed an order and booked a days holiday for an engineer to come out. After no one turned up I called up to find out my order was cancelled without my Knowledge. I was assured it would all be set up again and told I'd be contacted regarding a new engineer appointment. After not hearing from them I called up only to find they had booked an appointment and not told me the day or time. Because it was too short notice I could only take the day off as unpaid. The engineer never showed and after contacting them all they could do was raise a dispute with open reach and couldn't book another appointment until that was sorted. After over an hour on the phone I asked to cancel, only to be put through to an arrogant customer service rep who told me I was free to go and use whatever Internet provider I liked from now on. I'm down a days pay and left with no broadband, totally disgusted at the lack of customer care.
Reviewer
dawn Crompton
Location
leigh
Date
28/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please can I advise people not to use pulsenet. I joined last may, informed them what i use the internet for etc and was advised on the package i needed. I have never had reliable broadband. I have contacted them several times regarding this and advised to try all sorts of things without success.
Contacted them again on friday to cancelled to be advised that I am not on the right package???
Trying to get through to Pulsenet is impossible on the wait for over half an hour.
I have been waiting for a call back from a manager for the last 2 days without success.
They are horrendus, don't live up to what they say you will get.
Please stay away
Reviewer
Mcstubbs
Location
RAMSEY
Date
26/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
This is the worse company I have ever dealt with.
I am 69 years old & in all these years I have never, ever dealt with anyone as poor as this.
There customer service is terrible & their technical department is so bad that my limited knowledge of technology is far superior.
They simply are unable to comprehend basic principals , they want you to send them numerous examples but are unable to comprehend the detail you send.
I have wasted countless hours trying to get my message across to them but they just ignore you when you try & help them deduce the problems.
A terrible, shocking company who should not be trading.
Reviewer
Mrs marsh
Location
Bolton
Date
26/01/2019
Comments:
Absolutely disgusting company disgusting customer service only had it 5days does not work called to cancel over 1 hour on phone passed from one person to the next now want a cancellation fee even though I’ve paid for 1 months supply would never recommend to anyone
Reviewer
William
Location
England
Date
25/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This broadband is horrendous. I’ve had it for a few months now and it has been less than satisfactory. When I initially got it I couldn’t understand them as they were Indian. The package said it was for families of 7 and over. There’s 4 people in my familie and it is the worst broadband I’ve used. I seriously don’t recomend.
Reviewer
Gulandom Sharifova
Location
London
Date
25/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am shocked to see sooo many negative comments about Plusnet, I thought I was one of a few but seems like they systematically treat people in a horrible way...!!! PlusNet you are terrible!! My contract THANKS GOD finished on 23 Jan 19 but they are forcing me to pay until 7 Feb 19 for the service I wont be using because of their 14 day cancellation policy which no one mentioned to me before!! Every time I called them I had to spend at least 30 mins in the queue only because I chose the option of terminating my contract. Obviously, they force people to wait so long so that they eventually give up and hang up the phone..!!! Out of 10 people I spoke 8 were rude and full of arrogance! If you want to get stuck for at least 12 months with hideous internet speed, terrible customer service and overpriced tariff, PlusNet is the best of all providers out there!!! YOU DONT EVEN DESERVE 1 STAR which I have to give because I don't have another choice!!! PLEASE DON'T MAKE MY MISTAKE AND STAY AWAY FROM PLUSNET AT ALL COSTS!!!!!!
Reviewer
Denise Hayward
Location
Devon
Date
25/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I moved from Sky, Plusnet weren’t the cheapest but I was lured by the promise of a £75 Amazon gift voucher which made it a good deal and just in time for Christmas.
That was 3 months ago - I’m still waiting for the gift voucher.
I’ve spent 136 minutes on the phone to them but still no voucher.
Every time I call, they fob me off and blame the marketing department who you’re not allowed to speak to.
Today I received an email confirmation of the complaint I made 56 days ago!
Atrocious customer service and not a particularly good broadband service.
I’m not sure if they are victims of their own success but I wouldn’t recommend them to anyone.
Reviewer
Keal tooth
Location
Lichfield
Date
24/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Being messed around by customer service, even swore at for asking why I'm paying for a service Im not getting everything costs money with them they don't have any complaints procedures. And the customer service team may aswell be a bunch of monkeys on the phone as they have no clue what there doing there rude cut you off constantly. They make it so difficult for you to switch or get anything sorted and are charging me double!! For something I don't get!! Shambles of a company and I hope it burns to the ground
Reviewer
ghawkins
Location
Oxford
Date
23/01/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've had plus net for about 3 months now swapping from BT who I felt were expensive....I was concerned about the reviews but as they seemed to be similar to BT I thought I'd take the chance...I've had absolutely no problems at all, the transfer was trouble free and the service has been faultless. They are a good bit cheaper and I can still get BT sport which I wanted.
Reviewer
Rhian Griffiths
Location
Pontrhydyfen
Date
22/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could I’d give a minus sign for broadband reliability I Continuously I have had to complain about signal dropping out. I am Paying for super fibre yet every ten minutes the single will drop out for 2/3 minutes at least 4 times a week (numerous times a day). This started over 6 months ago and continues to be an on going issue Then to be told you may have to pay for a engineer when you’re already paying for a service you are not receiving is pathetic, unprofessional and a damn right Libity (plusnet is already getting paid for a service that they are not providing and they are not holding up their end of the contract)
A positive? Their customer service do try to help resolve situation (but then again it never solves the problem)
Reviewer
Mustie
Location
Essex
Date
21/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
There is no complaints department. I asked for it around 10 times in messages I sent & every time they answered, they gave me the run around or redirected me to customer services which is terrible. I'm taking my complaint to the Communications Ombudsman!
Reviewer
Jodee Duffissey
Location
Lincoln, Leeds, Wakefield
Date
21/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have moved 3 times and each time plus net have caused unnecessary delays and have had the same excuse each of the 3 times leaving me without Internet for at least 1 month or more. This has cost me a lot of money in Internet data.
Reviewer
Christian Breyer
Location
Ramsgate
Date
21/01/2019
Comments:
Had a contract for 18 month or for however long which I terminated early due to poor service, endless problems with slow or not working broadband, poor telephone line. Fed up with constant long call waiting times for over an hour sometimes trying to solve the issues. In the end I gave up but naturally got stiffed for an £80.00 early termination penalty and threats of contacting a debt recovery firm if I didn't pay. Not even sure if this fee is legal but can't be bothered to challenge it. When I phone up to pay it they answered the phone straight away , funny that. I only went to plusnet as BT was rubbish now I hear they are both the same company so both are rubbish.
Reviewer
Gary lowe
Location
St. Leonards-on-Sea
Date
20/01/2019
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Slows down morning and evening to the point that i resorted to my mobile network
Reviewer
Maggie
Location
West midlands
Date
20/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shambolic company.
Signed up online. Heard nothing. Called up. They said a problem with identifying the correct line. They said it was sorted.
2 weeks before I was due to go live I called up about the router. I still hadn't received it. Thry said I would receive it a few days before going live but there was a problem with the line. Apparently now sorted and I would still go live on the same day.
A week before going live I called about the router again. They said there was a problem with the line. Again. Apparently sorted. Router was dispatched.
3 days before going live. No router. Called again. Problem with the line. My current supplier had cancelled my contract. Plusnet cant take over. I have internet. N router. No phone line.
Absolutely shambolic
Reviewer
Paul S
Location
Glossop
Date
19/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'd like to share my experience of Plusnets fibre broadband and customer service for everyone so you all are aware of just how terrible this company is. I signed up to their fibre service on the 27th of December and received the router in the post. I then received an e-mail to inform me that my switchover date would be the 14th Jan. After I had received another e-mail stating that the switchover was complete i installed my router but was met with a flashing orange error light. After spending a long time on the phone to their technical support i was told that I must have a faulty router and that they would send me another that would arrive the next day. The router didn't arrive until 4 days later and after installing it i found it had exactly the same issue as the previous one. At this point I’d had enough as I’d already been without internet access for almost a week and in the previous 12+ years living in my house I'd never had a single problem with either BT or Sky. I called Plusnet to cancel my contract but was told by a very rude person that they would charge me a £200 cancellation fee as i was now out of my 14 day cooling off period! this despite the fact that they hadn't yet actually provided me with any service yet!
They said they need to arrange for a BT engineer to come to my house and check my equipment and only if they can't find a fault would they, possibly, allow me to leave my contract. I said this wasn't acceptable as there is clearly nothing wrong with my equipment, it's been working perfectly fine for the last 12 years with BT and Sky and has only been a problem since they switched me to Plusnet so the issue must clearly be with either the 2 routers they had sent me or the BT network external to my house. I also only have 2 holiday days left until April and need those for childcare so my only other option would be to try and take an unpaid day of work which I didn't want to do. They wouldn't listen to me and just kept repeating that the only next step available was to get an engineer, otherwise they would charge me £200. I asked to speak to a manager or supervisor and was eventually put through to somebody who was incredibly rude and patronising and wouldn't listen to my concerns at all.
The customer service i have received from Plusnet is nothing short of a disgrace, i now have to take an unpaid day off work to wait for a BT engineer to come and confirm what i already know and what is clear to anyone with any sort of IT knowledge that my telephone equipment is fine. After arranging for an engineer I asked Plusnet support for the contact details of their complaints department and was told there wasn't one, all they could do was to add a note to the support call they had raised for me!
I am absolutely disgusted with Plusnet. I’m currently having to pay for a service they are not providing (which has worked flawlessly with BT and Sky for the last 12 years). The 14 day cooling off period is clearly a scam as they time it so they don't transfer you to their service until this period is over. The support staff not only lack basic IT knowledge but are rude, arrogant and patronising and to top it off they don't even have a complaints procedure, maybe because it would cost them far to much to have to deal with all the complaints!
For anyone reading this all I can say is to avoid Plusnet like the plague. Stick to either BT or Sky who know what they're doing and in my experience have great customer service.
Reviewer
paul riley
Location
Pinner
Date
19/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Avoid at all costs.
started a broadband contract with them on the 4th January. Usually it id a matter of just setting up a router and the company swap everything over from the previous company. not plusnet.
Even though i managed to get the broadband up and running on the 5th, i had no router, so i had to pay £70 for my own. router finally turned up 2 weeks later.
Also they did not contact my previous supplier sky, so i am paying £45 a month on top of my plusnet contract.
i try contacting them but there is no online chat. you spend 30 minutes waiting on the phone only to be transferred around or cut off!!
avoid like the plague
Reviewer
KATIE
Location
LIVERPOOL
Date
19/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
haven't been able to receive internet for months, had to get bt engineer out, still did not fix problem, broadband box is placed downstairs, I live in a flat, was now told to get in touch with landlord as its my phone sockets, excuses and no help, so sorry I ever went with plus net absolutely awful, worst don't ever go with plus net waste of money
Reviewer
KATIE
Location
LIVERPOOL
Date
19/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
haven't been able to receive internet for months, had to get bt engineer out, still did not fix problem, broadband box is placed downstairs, I live in a flat, was now told to get in touch with landlord as its my phone sockets, excuses and no help, so sorry I ever went with plus net absolutely awful, worst don't ever go with plus net waste of money
Reviewer
Jo
Location
Bristol
Date
18/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid!
They refuse to let you cancel your contract. I'm not the only one having trouble canceling.
I took out a rolling monthly contract on a mobile phone for my son.
My son lost his phone in September 2018 so in November 2018 after not being able to find it I rang up to cancel it. The guy on the phone said that because the bank account that the direct debit was coming out of didn't match their records I was unable to cancel. I told him that if I have the wrong account how am I able to cancel the direct debit. I then cancelled the direct debit whilst being on the phone to him as I'm not going to pay for something I don't have.
Yesterday January 2019 I received a letter saying that they are going to cancel my account and I owe them money. I rang up and after 25 minutes of being passed from pillar to post they still won't cancel the account.
I then emailed them and told the everything that has happened and even included a bank statement showing my account number and the direct debit. I told them I don't mind paying the 1 months notice from November but I'm not paying an extra 4 months on top.
Guess what?
They still won't let me cancel.
After googling I have found several other people that are also being robbed by this company because they won't let them cancel their account.
Reviewer
Sharon
Location
Buckingham
Date
18/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Am a business customer and have never managed to get to speak to Tech support for business - minimum 30/40 min wait time every time you try. Short answer, employ more staff!Prices go up alarmingly but the service gets poorer and poorer. When you ring, the system seems to be designed to send you around the houses, frustrating timewasting and insulting. I will be moving to another supplier, Plusnet are not efficeient, accessible or organised enough to continue to get my business. Really dissapointing, in the last six months Plusnet have gone downhill signficantly - overpriced and underserviced.
Reviewer
San Oli
Location
London
Date
17/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible customer service
Reviewer
Rob Heime
Location
Aylesbury
Date
16/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
BE CAREFUL - THIS COMPANY IS TERRIBLE! DO NOT HAVE ANYTHING TO DO WITH THEM!
I changed to plusnet from Sky and immediately started having problems where the internet would cut out several times a day. Tried to use the online help functionality but the broadband would cut out half way through each time and I had to start again. Called in twice and eventually got the issue resolved after a month. Then have moved house. First engineer appointment was just cancelled - no information before just that it had been moved to a later date. I called in to advise that I would not be at the address at the later date and would need a call beforehand to make sure I was there to let the engineer in. Was told that this was anyway standard practice so not to worry. Now got an email saying the engineer was unable to do the installation. I have been waiting all morning for the call and have missed no calls. This is a hopeless hopeless service and I will be cancelling asap.
Reviewer
Ashley
Location
London
Date
16/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I cancelled my order because BT couldn't install a line into my building. Plusnet made no effort to resolve this or re-book an engineer. I cancelled the order and am due a refund of almost £70. I have now been waiting over 40 days for the refund. i have had to send them my bank statements to prove they haven't already sent me the refund because they "can't find it on their system." They are impossible to get in touch with on the phone. The only response I get from them is in the public forums. Once you do get a response from their support, the lead times to get a response from the relevant teams is ridiculous. In my case, 10 working days to get a response from the accounts/billings team. I contact them well within working hours and then get a response from them after 6pm saying everyone has gone home.
Reviewer
Unhappy Customer
Location
Keighley
Date
15/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely disgusted with the fibre broadband, can't even watch a film on Netflix without it buffering continuously. I couldn't even put this review on here using plusnet's WiFi, I've had to use my mobile data. I've put it a complaint and the customer service is extremely unhelpful when you finally get through after in excess of a 30 minute wait. It's appalling I'm going to complain to the ombudsman . I can't go on for 18 months with this rubbish WiFi. An old modem would be quicker.
Reviewer
Irene beggs
Location
Northern Ireland
Date
15/01/2019
Comments:
Worst company I have ever dealt with, def need training in integrity and trust as ever time you call they tell you something different, been trying to resolve an issue now for over 2 months and still no result!!
Reviewer
Irene beggs
Location
Northern Ireland
Date
15/01/2019
Comments:
Worst company I have ever dealt with, def need training in integrity and trust as ever time you call they tell you something different, been trying to resolve an issue now for over 2 months and still no result!!
Reviewer
Nigelsidcup
Location
Sidcup
Date
13/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have just re- signed( BUT MAY NOW CANCEL and move to Sky) with PLUSNET but the customer service has deteriorated very badly . I am trying to pay my line rental saver and the system isn't working , and over the past 4 days web chat hasn't been available and call waiting on the phone was 40 minutes yesterday and is 20 minutes today- I have a life to live and they have competitors
Reviewer
Jonie
Location
Merseyside
Date
12/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Trying to contact customer services, means being on hold for 15 to 20 minute, trying to contact technical support the wait time tonight is 60 minutes.
Plusnet used to provide a good service, now their prices have gone up and their level of service has gone down.
I phoned the other day to see if they had a better and cheaper deal, they said they did not. I advised them I will be cancelling my contract in February 2019 and moving to a new provider.
Funny how they tell me I am getting a broadband speed of 36mb yet iPlayer constinatly buffers and tonight for the past 90 mins the WiFi box has a orange light constinatly flashing and it won't restart. Have rebooted the box 6 times and the orange light continues flashing.
I'm not prepared to wait 60 mins on a phone tonight to speak to technical support.
Avoid Plusnet, they used to be good, please don't waste your money paying for their poor service.
I will be changing provider and Plusnet will not be getting a cancellation fee as they are not providing the service I have paid for
Reviewer
DM
Location
Farnham
Date
12/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I have been sign up with broadband through Martin money website and paid for 12 month in advance. I haven't received confirmation for the order. I have spoken to customer service and they are not able to trace order and they are moving my call like shuttlecock between sales team, customer support and ordering team. I have given 8 calls in 2 days with waiting time not less than 30 minutes.
Pl. beware of customer service support.
Reviewer
Chris Garrod
Location
Southampton
Date
12/01/2019
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Referred 2 friends but Plusnet never picked up on this and made all sorts of excuses when I spoken with them on the phone.
Reviewer
Mendoza92
Location
Sheffield
Date
12/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Overjoyed to be getting virgin instead of plusnet on monday. Shocking. Most of the i was getting 2mbps and i couldnt get anything better because i was told they dont do a better package in my area and was stuck in a year contract with them. The bill suddenly shot up to £30 from 25 without warning too !. £30 for 2mps.. do one plusnet !!
Reviewer
alan
Location
essex
Date
11/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
crap!! had no phone for weeks couldnt call or email, want 50 pound to leave
never again they need to change the advert as a load of tosh
Reviewer
Coral Rafferty
Location
Weymouth
Date
09/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Today I get a text from my bank saying overdrawn look to see that plusnet have taken 153.57 so lefted me 75 something overdrawn so I call to see why my bill is that much as I only normally pay 20 pound for the man to say they have charged you for moving house when one I have not. I moved in September so he looked into it and said we have gone wrong and I will sort it u will get a email soon or text to say what’s happening get that email and it’s says u will get a refund off 107 pound. So I call them back up and say why u only refunding me that much when my bill is only 20 so I should get more refunded for her to then look into it and comes back with u have not paid for ur phone bill from the start well for one I signed up for plusnet because I got a deal for 20 pound a month with both off them phone and internet so she looks into that and say yes sorry it’s 22:50 a month fair enough I then say how come my refund it not coming intill 10 days time u ****** up and have now made me overdrawn in my bank she then says that just how it work I say I am a single mum off two and she comes out with go to the bank and cancel it There was no sorry nothing at all just u go sort it out when for one it’s ur fault I am in his place right now.
Reviewer
Vera
Location
Edinburgh
Date
09/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AVOID AVOID AVOID
Slow, the router are wast of time, they dont rich all the areas ( my apartment is tiny!!)
if you change a little ting like cancelling extra calls or adding anything they will automatically a new contract (make sure you read the small letters) and you have to be with him for longer than you think!
STUPID PLUSNET!! I HATE YOU!!!!
Reviewer
DenJar
Location
Bremhill, Calne
Date
09/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am appalled by Plusnet, I Keep getting fobbed off. After waiting ages and I really mean ages to ever get connected to an adviser. I complain about my speed and reliability. They tell me they will "boost it". nothing happens! I asked to leave, they tell me I am under contract still, after about 10 years??? High speed fibre is just outside, and both my neighbours have it with BT and they get 50mb plus. Plusnet say its not in the area. I say come and have a look. I am then told its exclusive to BT. I asked to be released from my so called contract without charge. The advisor says she will transfer me to yet another department. Guess what? I am then cut off. I am truly sick of this, especially after so many broken promises. What can I do?
Reviewer
Lisa
Location
Nottinghamshire
Date
09/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Swapped from BT fibre to Plusnet fibre on Monday morning - HUGE MISTAKE. Took 3 weeks from order being placed to connection and they only give 14 days from date order placed to cancel so like me if you get connected then have issues you’re stuck with them. Broadband is fine, phone line is fine but imagine my horror to be told less than 24hrs after connection they don’t guarantee Wi-fi connection despite providing a Wi-fi router? All mobile devices and my Mac say connected to Wi-fi but NONE of them actually connect to the internet .... well my mobile does if sat next to router but it’s snail paced. The to add insult to injury I’m advised it’s going to be £209 to cancel as I’m outside the 14 day period - fuming
Reviewer
Richard Horwell
Location
Notting Hill
Date
07/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
PlusNet just doesn't work, I have been complaining since day one and they don't do anything, BT is the best by far, I have no heating as my HIVE won't work and I can't watch TV as the movies buffer all the time, they are by far the WORST company I have ever dealt with NEVER use PlusNet
Reviewer
Plusnet ia the worse providers
Location
Date
07/01/2019
Comments:
Plusnet is a joke.
They charge extra if u don't keep an eye on ur statement. Their broadband can let u down randomly. Then u have to pay to fix it. The waiting time when u call them has never been less than half an hour. Unless ur calling to join them then it's different story..... I will never have a contract with them again. I can't wait for my contract to finish.... They missed me up big time.
Reviewer
Maria
Location
Glasgow
Date
06/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Bad experience I started. My broadband super very slow and buffer every 5-10 while my kids are watching. Then they cut my phone line with out any reason why. It's been more than a month I can't use the phone service and I'm paying £31 without any service they offer and call waiting time to connect with them is 30-50 mins and still they don't rectify the problem. Bad service
Reviewer
Messed up by plusnet
Location
Date
05/01/2019
Ratings
Reliability
1.00 stars
Comments:
The worse worse worse worse broadand providers ever.
Broadband reliability 000000.0000 it can stop working anytime. It has stoped working twice for me for no reason and I didn't not get help. Instead they were hiding behind differentissues.
Broadband speed is normal when it's working
Customer service is very bad. I have been on the phone for lone time and j didn't get nothing sorted instead they told me to close this account and open a new one.
Overall satisfaction. Oooooo.oooo
I called them and sorted out an issues. Then whenever I call them back I find that I still have to deal with the same issue again and again. So each time i have to deal with the same issue .Worse, in order to cover for their luck of service, and luck of profrsionalism they proposed to me to close this account and open an other one. Knowing that in this case I will have to pay two accounts until my first contract run out. I mean, it's extra money for them, but for me, instead of doing my work I'll be setting up a new account and paying for two accounts.
They are the worse providers ever. I never had any issue with any other provider. Although they all belong to the same company. They are not all the same.
Reviewer
MM
Location
London
Date
05/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I have finally managed to solve my problem regarding poor fibre speeds seven months after moving into my new house. It has taken countless phone calls to CS and them failing to call back to arrange an engineer who diagnosed the problem in 5 minutes.
The CS is dreadful and I’d avoid plusnet at all costs and will leave as soon as I am able.
Reviewer
Ana
Location
London
Date
05/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I was trying to reset my password using my android mobile phone. The site is not working properly: when you click on the "reset" button nothing happens. I get into a chat and ask for assistance. Assistance? No way, I was patronised and harassed for being a woman. Told to get a family member to help me cause I was doing something wrong, there is no such a thing as a reset button, you are licking in mobile option instead of Broadband as you should, etc etc. I asked a friend to do the same from her mobile (not android) and it worked. I reckon their QA did not spot the fault in their website yet. It is clear for the that the link is broken but "Shanny" on the chat does not seem to understand that and assume "Ana" is dumb and does not know how to reset a password. I wish I could add the screenshots I took of the conversation. Disgusting. I wish it was 2 weeks ago and I would have cancelled the service.
Reviewer
rgw
Location
Cumbria
Date
04/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Useless outfit; left em with no phone or internet for weeks, then refused to offer any meaningful compensation
Reviewer
Ian Esplin
Location
Cumbria
Date
04/01/2019
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Don't have a line issue unless you have a good mobile signal. If the land phone doesn't work how else do you contact, phone - the phone doesn't work, Chat - isn't operating, Email - doesn't exist.
This is living in the world of Kafka and Catch 22!
Reviewer
West
Location
Stroud
Date
04/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They have fiddled around with the firmware on their HUB ONE ROUTER and now the dual band doesn't work properly with 2.4GHz signal becoming very weak, unstable and frequently dropping out. They are dragging their feet with a fix and in the meantime we are seriously struggling with certain devices. I recommend no-one joins Plusnet because their customer service is slow and inadequate when something goes wrong.
Reviewer
Tony Halliwell
Location
Clitheroe
Date
03/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Awful service. Used to be very good, but no longer. Messed up our house move. They mistakenly ordered fibre instead of broadband. Took ages for them to rectify the situation. No sign of effort to make good on own mistake. Frequently queued for 30+ minutes to get through. Record was 37 minutes.
Reviewer
Jim McC
Location
Cunninghamhead
Date
03/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I am moving home and told them not to send an engineer to the new home UNTIL I OWNED IT. I got an email from them telling me that they would sent an engineer to the new home on JAN 6 2019. I font even own it and will not be in it until the 11th. You would think this was simple to change: not on your life. call waiting time 20 minutes. Call waiting time for new contracts: instant. This tells me so much about the way they treat customers that have been with them since 2006. Now I am trying to get hold of them to pay the exit fee. I will move to Virgin who will not charge me line installation. PlusNet. You have really disappointed me.
Reviewer
Michele
Location
Braunton Devon
Date
01/01/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
We have had 3 routers in only a few months. BUT still the internet just keeps dropping out/and or buffering continuously!! Trying to contact CS is a nightmare of a wait time 30 mins minimum but often over 45 mins. The operators are good, but they can't help the awful internet provided. Can only hope it gets better.
Reviewer
Shahid
Location
Bradford
Date
29/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
The worst company I have ever dealt with. They took the money ahead giving me the so called discount. They have shut off my sky broadband and phone line before supplying me any. Five false promises and no delivery. Hours of discussion over the phone after hours of waiting. Lots of sweet talk and no action.
Reviewer
GeorgieK
Location
Sussex
Date
29/12/2018
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
It's not the fastest, but is reliable, and I have had no problems at all with Plusnet, apart from not being notified when my contract ended and my bills going up, but they don't have any obligation to do that and, really I should have been on top of it myself. That said, when I rang up, and explained some difficult circumstances I have had over the past few months, they reinstated me as a new customer and given me a whacking discount to try and help out, 'bearing in mind the horrible situation'. CS rep was delightful, and really cheerful 'good luck with 2019 I hope it's better for you'!
Reviewer
Dr Steve Plenderleith
Location
Hampshire
Date
28/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I have been with plusnet for 15years and more. My whole family were setup with mailboxes on the same account. Over the last couple of years plusnet have limited the total mailbox size of all 4 of our accounts added together to 1Gb and have repeatedly archived the largest inbox. Fair enough, that is their policy, they give us plenty of warning and as they say on the help desk "we don't provide e-mail, we would suggest you get another account like Gmail". However, the last time they archived an account it took four weeks to reinstate the e-mails, when they promise 3-4 days. So in the end we decided as a family to leave Plusnet.
On a quick enquiry in carphone warehouse we soon realised that 15 years of loyalty meant Plusnet were screwing us for an extra £20 per month. So a good thing moving to Talktalk, who incidentally take 2 minutes to answer the phone as opposed to Plusnet's usual 30minutes.
However, that is when the real rubbish started. Talktalk proposed a transfer date of 24th December 2018. About 7 days before I rang Plusnet to enquire about setting up e-mail forwarding to our new Gmail accounts. Advice from the plusnet help desk was that this could be managed via plusnet webmail and that webmail would be accessible after the account closed. A few days later I went into webmail to find absolutely no ability to setup any forwarding facility. The account then closed on the 24th and all webmail accounts instantly became inaccessible. On contacting plusnet I was then told that the whole account had been "destroyed", that there was no way of reinstating it and that I should have asked to transfer my account to an e-mail only account. But that cannot now happen as they had "destroyed" 15yrs of records, emails, data.
Call me a little sensitive, but as far as I can see that classes as a really awful service. My daughter now has no way to receive job application replies that she needs. And according to Plusnet, the only way they can re-setup our e-mail address is by transferring our phone line back to plusnet. Again, call me Mr Cynical, but the suggestion by Plusnet that I consider defaulting on a 2yr contract with Talktalk so that I can re-access a plusnet e-mail account that I had been assured would still be accessible, strikes me as a bit of a leap of faith.
Actually Plusnet, I have registered a complaint and when you also fail to deliver on that, then I am going to the ombudsman.
Do you care? I doubt it!
But I bet your adverts won't crow about that.
We'll see you right! Perhaps the word shafted should be added in there.
Reviewer
Richard
Location
Nottinghamshire
Date
28/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a complete waste of money plusnet is
We keep losing our broadband it took 3 days to watch one film on Amazon prime.
And we are stuck with them for the next 6 month's
Can't wait for our contract to end.
Plusnet dosnt do you proud it does your head in.
Reviewer
Ken Hardy
Location
Dronfield
Date
28/12/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've been with Plusnet right from the early days of dialup and I'm now on their Unlimited Fibre service. I've found them always utterly reliable, speed of connection always in line with what's promised (I get around 70mbps download, 18mbps upload) and whenever there has been a rare problem it's always been resolved quickly. Their technicians know what they are talking about, are UK based and are very polite and extremely helpful. I would have no hesitation at all in heartily recommending Plusnet.
Reviewer
Dave
Location
Reading
Date
27/12/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
The call centre wait times are a min of 30 minutes. Nice people to speak to but the Router is rubbish. If you live in a busy WiFi area avoid them as it can't cope with having to change channels to get a better reception. Because of this the download speed drops to 0.05mb and they say that isn't their problem apparently. I'm not paying for dial up modem speed
Reviewer
Sherrick alfonso
Location
Hackney
Date
27/12/2018
Comments:
This company is a absolute joke.they are money grabbers and the billing system is messed up.plusnet didn’t take any money out of my account for months or they didn’t cut of my broad band and when I wanted to cancel it there was a fee. Now they want a big lump sum of money from me for all those months being added.they also took all my money out of my account and left me with nothing.
Reviewer
Nick ford
Location
Taunton
Date
27/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a nightmare, sell themselves on customer service, well just phone the helpline number and see how long the wait is, thru the whole of December it was over 45 minute wait!
Reviewer
Jack
Location
Milton Keynes
Date
26/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute pain, slow and glitchy!! Costumer service is a joke will be changing provider! * Do Not get plus net*
Reviewer
Jamie
Location
Northampton
Date
24/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is a joke . Total waste of time . Broadband is rubbish . Mobile is rubbish . Customer service rubbish . I cancelled my contract with them after the contract time was up , then they reckon I didn't cancel and got debt collectors on to me . Do yourself a favour and go somewhere else .
Reviewer
List
Location
Greenwich
Date
24/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having now waited for 6weeks we are still without broadband. If you are excited by waiting for at least 45 mins on hold each time you call, rubbish !!customer service and false promises of installments and keep transferring you to different departments and non of them have a clue or couldn’t help. If you want stress and inconvenience, here is the right company for you ! F rubbish!!!!! Rubbish
Reviewer
Dexter corbin
Location
Acaster Malbis, york
Date
22/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been in dialogue for weeks with Plusnet to fix my broadband speed , but no progress. Supposed to have Superfast fibre with average speed of 40mbs, but only getting 6mbs. Communication and follow up us non existent and takes up to an hour to get through on the phone. Leaving when my contract is up!
Reviewer
Oladele
Location
London
Date
22/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Been with them for the first 18months, after which contract ended and i was informed but instead they went into my account to charge almost double what i was paying before contract ended.
Took me almost 2hrs to get through to them and one customer service agent said the price changed because old contract finish and it automatically got renewed at new rate, but after arguing this he decided the renew the contract at a higher rate than what i was paying but i agreed because it was just few quids difference and cant be bothered changing provider.
But to my greater surprise plusnet started charging me much more than what was agreed and when i tried calling them, they ask me to pay the bill and they will refund the difference.
I totally disagree to this and got frustrated and told them to terminate the contract as i believe they have lied to me about the product price.
Few weeks later, plusnet sending me bill over £200 pounds for early termination. Are they actually serious after a member of staff at plusnet called the bogus bill i was sent a mistake rather than a breach of contract.
Reviewer
James Heron
Location
Dundee
Date
21/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do yourself a big favour find another supplier this crowd are inept, and the bigest liars i have ever had the misfortune to deal with, useless would be an over statement, promises and lies never the truth,
Reviewer
Hasnain
Location
Ilford
Date
21/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband there could be! They charge people on their own basis. Unprofessional staff, just a Bunch of kids who attend after finishing school. DO NOT JOIN! IT IS A PAIN OF A LIFETIME. HOPE THIS COMPANY GETS SHUT DOWN SOON.
Reviewer
Agnes
Location
Ayrshire
Date
21/12/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I have been without phone for at least two weeks. The broadband drops frequently and when I reported this to Plusnet, the best response I got was to phone them! It's not the first time my phone has been out of order for at least two weeks at a time, it's usually at fault in the cabling, but it's still up to Plusnet to get it dealt with. I have been a customer of Plusnet for many years and this is the first time I've felt strongly about their service to want to leave.
Reviewer
kev
Location
carlisle
Date
20/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
An utter shambles,inadequate and poor service from this outfit a totaly unprofessional rabble.The service team lacking decorum and intelligence.
Their fone line at present 20/12/18 is as intermittent as their customer service with interference for the last two days-what a joke from a telecommunication service !!!
Day 1 of going live raised voice from operator because of their line fault-apologised to me -bit late for that -and failed to resolve issue,re dialled and had fone put down on me by female operator-Cant get online and unable to speak with anyone on day2 of going "live"with them.Will cancel them WITH PLEASURE If we do not get connected in next hour.
Avoid as bad as Virgins foreign call centre and thats legendary.
Totally frustrated and hacked off by the experience with plusnet.!!!
Reviewer
Mikolaj Mikosik
Location
London
Date
20/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with them for a year. My speed was assessed as 8Mbps with minimum 1Mbps. The speed at the beginning was okay but since summer 2018 it started to fluctuate rarely reaching 8Mbps but often being close to 0Mbps (0.05Mbps, etc). I called customer service a number of times but the issue would only be resolved sometimes for a limited time. I didn't get any compensation for often useless broadband. I switched now to other provider and have no problem with steady and reliable speed whatsoever. Avoid Plusnet.
Reviewer
ROBERT
Location
Huddersfield
Date
19/12/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Comments:
Took out a contract with annual line rental and connection fee £252.00 but unfortunately had to cancel.
Now 5 weeks and three phone calls and I still don't have the money they promised to return in 21 days.
Reviewer
Gareth wilson
Location
York
Date
19/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Having now waited for 5 weeks we are still without broadband. If you are excited by waiting for at least 45 mins on hold each time you call, rubbish customer service and false promises of installments then plusnet are the company for you. Clearly don’t talk to BT. On three occasions now had to take work leave for them to do work but have not turned up. Plus net said they needed 48 hours to book in a visit on another occasion. 2pm on Friday was booked. Turned up 7am Thursday with no resolution. Plus net you are a joke.
Reviewer
Sam Bell
Location
Kent
Date
19/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Horrendous. Never less than an hour on the phone waiting to speak to someone. Setup massively delayed, had to replace the router almost immediately as it is so rubbish. Now my connection is blocked because they haven't set up my direct debit properly.
Reviewer
Susan chick
Location
Newcastle
Date
19/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I left Plusnet over a year ago terminated my account in the correct manner and paid my final bill . I have received several emails and texts informing me that I will not be getting broadband or my phone service due to me not paying my bill . I have had several as in 30 or 40 of these which I have responded to which I was informed it was there fault as they had not closed my account properly , and they would do it there and then and cancel any charges, which there are non anyway it was due to them not closing my account properly . Again today I received a text and email starting I owed £1.23 I was informed if I paid this it would close my account once and for all . I have paid this but I can inform you Plusnet I believe you must owe me somewhere in the region of €25 plus in phone calls and hanging on to hear your poor excuses . If I have an email or a text from you in the future . I will go to the ombudsmen . YOU ARE HARRASSING A CUSTOMER WHO LEFT OVER A YEAR AGO AND SETTLED ALL OUTSANDING DEBT .
Reviewer
Miv
Location
Stratford upon Avon
Date
19/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My broadband was not reliable. My monthly amount increased without being informed. I have been chased by debt collectors since leaving plusnet due to them charging me after I left for a service I was being provided by another provider. Their customer service department provide terrible customer service
Reviewer
R Pyne
Location
London
Date
19/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Broadband works ok, but the customer experience is a nightmare. Their website and billing system frequently does not work correctly and telephone contact is a nightmare and sorting out billing errors takes numerous calls until I eventually give up. If they trained their staff it would help!
I cannot begin to imagine how awful the other providers must be to score worse than plusnet.
Reviewer
Paula
Location
Cambridge
Date
18/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Stay away from this company. Their billing system is terrible and overcharge you all the time. I have been charged up to three times for the same service. After many calls and emails I got the money back but I would not recommend it at all
Reviewer
sperrydec
Location
howden
Date
18/12/2018
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Good, unless you need customer service.
Reported Internet down "authorisation failure", took 4 days to get a response despite adding ironic comments to the update every day.
Wish I was near to contract end!!!
Reviewer
M Shaw
Location
East Yorkshire
Date
18/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Extremely bad customer service. Cut my line and sent to debt collection company without notification of missed DD payment. Embarrassing and unnecessary, communication skills are non existent.
Reviewer
James Green
Location
London
Date
17/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Switched from Virgin to Plusnet, though not my idea. Land line didn't work and no internet. Engineers visited, apparently there was a problem with the line inside. Trouble is it was the same line our phone was on before and it only stopped working after Plusnet connected us. They keep fobbing off and lying to my wife telling her why they can't connect and the work that needs to be done. Always different. They start telling stories about why the internet doesn't work, which is a bit foolish because I'm a techie in ecommerce
Reviewer
Cheralyn Trott
Location
Bristol
Date
16/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Plusnet has been the bane of my life from the moment I first had anything to do with them. I was bombarded with text messages and emails until they realised I had requested to cancel my order and they, therefore, owed me money. I haven't heard a peep from them since! It's almost as if they think if they ignore a problem for long enough it will just go away.I have been waiting weeks, if not months now for a refund. Communication and customer service is atrocious...do not touch this company.
Reviewer
Helen
Location
Date
16/12/2018
Comments:
Cannot give plusnet any stars have been trying to cancel my father in laws account for 6 months he is in advanced stage dementia and does not even know what the internet is plusnet have promised numerous times to cancel account have just been told they are passing it on to debt collectors bring it on plusnet let's expose you for the shifty uncaring unprofessional company YOU DID NOT DO HIM PROUD
Reviewer
Ryan
Location
Cardiff
Date
15/12/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Broadband is intermitted and has a sharp drop off of speeds in the evenings. I have stayed with them for 2 years because the upside is there are some incredibly cheap packages if you're willing to sign a contract for a year. (The first year i paid line rental for a year up front, and broadband was free, the second year the broadband was £1 per month). Time has come, and patience with the slow and intermittent broadband has run out. I tried to call the customer services line to check I have no cancellation fees, only to find that the opening times listed on the website of 07:30am - 10pm every day are completely incorrect. According to the automated message (WHICH CAME AFTER GOING THROUGH THE MENU) the phone line is open for just a bit longer than the standard working week.
Terrible and sloppy. Would not recommend even for the price.
Reviewer
Clive Emmerson
Location
East Sussex
Date
15/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have been with them for over 5 years service was always excellent, but all changed this year, long waits for support and staff not as helpful as they used to be. Much more expensive too, I allowed myself to be talked into two year contract and phone line cost a year up front but it works out nearly twice the cost of other providers, I tried to reason either but no avail so I will have to cut my losses and go elswhere
Reviewer
Christopher
Location
Wirral
Date
15/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking service, our router has been faulty for months, yet they won't replace it having now exhausted all possible solutions because it's out of warranty.
I've rang up several times over the period of nearly a year, with the same issues and tried everything they have suggested to make it work.
I have been out of contract for some time and would have been happy to stay with them paying monthly had they resolved this ongoing problem (I wasn't willing to enter a new contract incase the problem didn't go away).
They can shove their months free broadband, as I don't want a month of crap wifi for free, I want the router working. Also a 45min wait time each and every time I've had the please of phoning them.
Reviewer
Paul
Location
Swadlincote
Date
15/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Worst service on the market. Have had to plug in to the master socket as the signal is that poor. Can't wait for my contract to finish and leave the worst company on the market.
Reviewer
John
Location
WALLSEND
Date
15/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Phone Del Boy before you phone Plusnet
I can honestly say that Plusnet are the worst company I've come across in all the years that I've used the Internet and I have been doing that since windows 95
Their customer service is less than zero, their sales team are not to be trusted,their products and promises are not true and if you have a problem with them don't expect them to "Do you proud"
Phone Del Boy for a better deal
YOU HAVE BEEN WARNED
DO YOURSELF PROUD
GET SKY VIRGIN BT OR ANYBODY ELSE
IF YOU HAVE NO OTHER OPTION GET A CARRIER PIGEON OR LEARN HOW TO SEND SMOKE SIGNALS OR EVEN BUY A 2ND CLASS STAMP THEY WILL ALL DO A BETTER JOB THAN PLUSNET
Reviewer
jjake
Location
london
Date
14/12/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have had a great service from Plusnet, I can't complain. It is just human nature to complain when something goes wrong. Plusnet has been great and any issues that I have had, they have sorted it out.
Reviewer
ian mcleod
Location
doncaster
Date
14/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID Plusnet is a joke, if you want slow,intermittent reception, your in the right place, my speed has always been Very Slow, I hace contacted them, they pretend to do something, but it never gets amy better, as soon as my contract ends, im sacking them. AVOID AVOID AVOID
Reviewer
Khalida
Location
London
Date
13/12/2018
Comments:
This is the worst company I have ever dealt with. All they are good for is money grabbing. I signed up wih Plus net for broadband and on the day we were told verbally when an engineer would come round. My husband took the day off from work because one of us needed to be at home. Nobody came on the agreed date and time. I called Plusnet and they said we emailed to say we changed the date. Plusnet had changed date to the next day. They didnt send a messge, a letter or call to say they had changed the date. They emailed us when they knew we didn't have access to the internet. We were charged £65 because we didn't give 48 hours notice for the date of the engineer to be changed. They ruined our evening with their terrible cutomer skills and tried very hard to pin the blame on us. DO NOT TRUST THIS COMPANY!!
Reviewer
Raymond
Location
Glasgow
Date
13/12/2018
Comments:
I wish I had looked at this site first. This has been an awful experience. Wrong dates promised. Engineers turning up when the date has been changed. You get emails which you know are wrong, but cannot notify them of mistakes as email does not reply, so you have to call them and wait 1 hour to get through. DON'T, it's a shambles
Reviewer
REGINALD WARD
Location
CWMBRAN
Date
12/12/2018
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Cannot give this company any stars whatsoever apart from money grabbing.
They took an immediate payment of £31.99 for a "connection" fee.
However after a better offer from my current provider I declined the changeover and asked for a refund.
Over a month later I am still waiting, been told it was being processed more times than I can remember, first it was up to 5 working days, then up to ten, now they are saying that it will be neither instead it will be sent by cheque, guess what after a month still no refund, what an incompetent couldn't care outfit.
The add says`we will do you proud.
DAMNED RIGHT, Well and truly
Reviewer
Jo
Location
Bristol
Date
12/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible internet. Constant dropouts. Very slow speed mostly, often less than 1mbs. Customer Services won't resolve anything or send a technician, blame our own devices that work perfectly fine elsewhere. Can't wait till our year is up will never use them again
Reviewer
Jennifer
Location
Glasgow (City of)
Date
11/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Still waiting for a refund after cancelling my account (poor service and poor provider). Now been waiting 6 weeks and just been told they thought they had put the money in my bank but they realise they haven't so are sending a cheque - which will take ANOTHER 21 days to get to me!!!
Reviewer
Dave
Location
Dronfield,. Derbyshire
Date
10/12/2018
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Broadband is a bit hit and miss,some days it is pathetic especially when trying to watch on demand. But there are days when it is pretty decent,my average speed is about 8_10.
Reviewer
Karen Britten
Location
Dundee
Date
10/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst company I have ever dealt with. First they send an engineer that wrongly told me I need access to the neighbours house for a phone line. Then they send me one text with a another date, then a get another text with a different date, only for the engineer to turn up on the first. The list goes on, I eventually cancelled broadband and complained. I was meant to be getting my initial deposit of £80 back, still waiting. The left hand does not know what the right hand is doing, pathetic. DO NOT GO WITH THIS COMPANY, is my advice. ps impossible to get on the phone, up to an hour wait.
Reviewer
Rob
Location
Clitheroe
Date
08/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Very very poor customer service. Switch my ISP from Plusnet to another provider, after 3 weeks of delays they swopped over and then immediately scrubbed all my emails - hundreds of them with no chance of getting any of them back. Terrible
Reviewer
Jade
Location
London
Date
07/12/2018
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Used to be good and work fast. The past few weeks it’s been extremely slow and it’s ridiculous. Moving networks.
Reviewer
Albert Piscene
Location
Swansea
Date
05/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I was supposed to switch to Plusnet on the 26th November from Talktalk. My Internet connection was cut off on the 21st November,and I lost my phone connection on the 26th. Eventually, after much drama, I got my Internet connected a week late, on 3rd December, but still no phone on the 5th December.
Reviewer
Malcolm
Location
Scottish highlands
Date
05/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking service only equalled by appaling customer care. 0.38Mb upload speeds recently, unusable. When we asked why (after 4 years of 2.0Mb uploads) they said ‘we couldn’t possibly comment’!! This was a manager......Award winning broadband?? Awarded to themselves only.
Reviewer
Sandra
Location
London
Date
05/12/2018
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
After years of suffering TalkTalk we changed to Plusnet and our broadband speed is even slower. If I hang on long enough waiting to speak to customer services, they are at least in the UK but that is the only slight advantage. So very disappointed.
Reviewer
Miro
Location
London
Date
05/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have signed up with them over a month ago and still have heard nothing from them. only an email to say there is a problem. no other details. There is no way to contact the customer service as they don't provide an email address and you cannot reply to the automated emails they send.
the online chat is usually switched off, stating that they are busy with other customers, and the phone number has a wait time of over an hour.
Reviewer
John Dean Lowes
Location
Prudhoe Ovington
Date
05/12/2018
Ratings
Reliability
1.00 stars
Comments:
I have tried on numerous occasions to contact Plusnet regarding the failed billing issues which are affecting myself and many others. Although our account is fully paid up and running on the net we keep getting failed billing messages when we try to contact some sites.
Reviewer
George
Location
Bristol
Date
04/12/2018
Comments:
Horrible service. Started a contract with them and they started charging me, even though I still have no Internet connection due to technical issues.
They avoid sending a technician and they try constantly to claim there is a fault in the house installation so they can charge another £65 for the repair. I Keep explaining them that I just moved into the house so I can't be faulted for anynthing but they don't listen, they just keep mailing me their generic "fix it yourself" email that is not helping at all.
Absolutely horrible, avoid at all costs.
Reviewer
Mark
Location
ETCHINGHAM
Date
04/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Worst customer service I've ever received. Unless your purchasing a product as a new customer you have no chance of getting through on the phone.Currently writing this to pass the time whilst on hold. I have been told I will have a 5 minute wait that was 20 minutes ago. Gave up after an hour the other day, simply appalling.
Reviewer
Terry
Location
Northern Ireland
Date
04/12/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've been with Plusnet for years - occasionally something goes wrong - my router died recently and it just took a phone call to get that resolved. Now I'm moving house and I spoke to the house move team who has made this really painless. I can honestly say Plusnet's customer support is always outstanding and so many other companies could learn a lot from them. Thanks :)
Reviewer
Rebecca
Location
London
Date
04/12/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
When I joined Plusnet over a year ago the customer service was brilliant, I've now just had possibly the worst customer service I've ever received after questions being billed months after leaving the property. 30 minute wait for an incredibly rude woman to tell me it's sorted now and then hang up on me.
Reviewer
TOG
Location
Kent
Date
03/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet Joe had better start looking for a new job !
Plusnet what on earth has happened to your customer service?
Having been a customer for over seven years, I previously used to recommend them to friends, due to their friendly helpful customer service.
However due to recent supply issues and obstructive, manipulative responses received from their “CSC Analyst’s” I can no longer recommend PlusNet to anyone!
They now seem to automatically start with the presumption that any reported fault is in the customer’s premises and could not possibly be part of the external Openreach network.
There are serious problems with their communication (Lack of information and updates to their customers) and also problems with their billing system where they are charging customers the incorrect amounts and not as per their agreed contract.
I am not sure what has promoted this dramatic decline in service and current behaviour towards the customer, but they fail to take ownership of issues to ensure that their customers receive the service that they pay for and that PlusNet are contractually responsible to provide.
Reviewer
mac
Location
leicester
Date
03/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Be vary of Plusnet when renewing
i tried to cancel my contract and was put on the same contract and was told this is after accout review
I was never send an email confirmation of terms of contract or the deal iteslef and after a month my contract came up £12 more than agreed and when called to check this i was told i agreed to this deal and cannot cancel it anymore.
Liars unprofessional comapny staff are useless and so are the managers
A dissatisfied customer
Reviewer
Michael K
Location
Sussex
Date
02/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utter rubbish – there are a subsidiary of British telecom and so no better than them. The customer service was terrible and the only way that you can cancel or terminate your contract is by Sending a recorded delivery letter or by phone. I have spent almost 3 hours on the phone trying to get through to the right department to do the cancellation and lo and behold I’m never put through to the right place. It’s both illegal and disgusting.
Reviewer
Shianne
Location
South Wales
Date
02/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had nothing but problems with Plusnet since I signed up. You're supposed to have a 14 day grace period the moment your new bill is put in place so that if you can't pay your bill on time, you still have a set number of days before they add any restrictions to your account. Do you think I get that service? Hell no. Today is just another example of their mocking. They chose the date that I pay on, despite me claiming several times that they won't get their money that day due to it not being my pay day, but they didn't budge, instead choosing to tell me "You'll have 14 days to make the payment before we add any restrictions." which was the initial reason I switched to them to begin with, but instead, they add the restrictions the exact same day that the bill is due, completely breaching their contract with me (meaning I do have the right to terminate) and then adding restrictions to their own website so I can't connect to click the 'Not ready to pay?' option. Nor could I get onto it to get Live Chat support, or just to log in and pay if I had the money. If they don't want their money that bad, then that's no problem for me. But considering they know my difficult situation regarding why I need the internet, not want it, and that it's all apparently 'written in my notes' on their end, they don't seem to have any trouble messing me about at every possible opportunity. I've been their customer for over a year now and cannot recall a single time when this has never happened to me. Obviously their motto 'We'll make you proud' and their claim of being 'there for the people' is about as legitimate as my claim to the throne!
Personally, we should revolt against this disgrace of a company and come together to petition against their joke of a company, then send it in to trading standards, watch dog, and ofcom. Let's get the results we deserve from them!
Reviewer
Martin
Location
Aylesbury
Date
01/12/2018
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Amazed to read so much negativity on this forum relating to Plusnet. I switched to them from BT some years ago after years of what can only be described as personal abuse.
No, they're not perfect - and their service has declined under BT's ownership, but you do (eventually) get to speak to a UK agent - rather than someone on the other side of the world with English as 2nd or 3rd language.
As with most things in life, you get what you pay for, and while we all chase the cheapest deal suppliers will make service decisions based on profit rather than offer the service that we all crave - but seem unwilling to pay for. Check out with friends & family what broadband costs in other countries !
Reviewer
Ash Ali
Location
Cotswolds
Date
29/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I decided to go with pilsner as sky were putting up the price
We have a poor connection as we live in a remote area. Sky wanted to charge 40 a month so I decided to go with plusnet
18.99 a month £75 amazon voucher
I signed up on 5/11/18 they took £23 out my sccount
Been chasing them for days to find out why I’m not connected. They said this is due to the system cancelling
When I asked to speak to management they didn’t put me on hold and just started a conversation amongst themselves
In Urdu then they said all day these customers have been complaining
When I asked the manager to listen to the call coincidently the call hadn’t been recorded
Hope the company gets shut down poor customer service they ain’t interested in you just your money avoid
Reviewer
Simon
Location
Braintree, essex
Date
29/11/2018
Ratings
Speed
3.00 stars
Comments:
In this area plusnet just doesn't work anymore iv been a good customer for the last 6 years iv moved not far from my old address [which is also now getting the same problem] and the nets been cutting out loads since may iv heard from loads of excuses from there systems let's people bunny hop on to others Internet to its my bits at home that connect to the router iv changed my ether net leads twice iv had open reach do almost absolutely everything from a new socket to having a lift and shift witch is having my line removed from the server and added to another they've promised made loads of empty promises which iv had to sort out again the week after as the customer services ether are so over worked or they generally don't have a clue what there doing I'm now at a point where I want to be removed from there services free of charge and I'm going to take it ^
Reviewer
James Heron
Location
Dundee
Date
29/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do yourself a favour steer well clear of these thiefts, they have had my money for 4 weeks and i,m not even on there books, even after over 4 hours of phone calls they still have my money all £257.87 i have had every lie, excuse, promise, they took the money 5 days after they where told not to,
Reviewer
Ann owen
Location
Essex
Date
29/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The customer support team washed their hands of a problem when I now realise it is quite common. A blame someone else culture
Reviewer
Taylor
Location
Eastbourne
Date
28/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Impossible to contact , clearly not interested unless opening a new account and paying them money , fed up being told the phone line is busy , chat line would not open so have to write a letter , no e.mail address total disgrace and now need to find another useless company
Reviewer
John Drysdale
Location
Liverpool
Date
28/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I cannot recommend this company in anyway shape or form, the speed although supposedly averaged at 11 Mbps, mine when it wasn't offline was 3.9 Mbps. Trying to get through to seek help/advice was pointless as the waiting time was at the minimum of 35 minutes. Having decided to go with another provider and because of the vagueness of the transfer date, then I am being charged an early leaving fee because I am leaving 20 days early although I am paid up to the end of my contract. Absolutely disgusted with this provider.
Reviewer
Paula
Location
Canvey island essex
Date
27/11/2018
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Customer service extremely slow took me over 50 minutes to get through heard a lot of rubbish music to keep me amused!! The router came quickly but I was not told that I needed to phone and activate so when my old supplier finished I have been left approximately 7 days without anything. I explained a difficult situation regarding someone with learning difficulties that requires the internet however the slow workings of plusnet could not accommodate or move any faster, difficult when someone relies on something they have limited understanding of. I was going to have plusnet in my own home at the end of my contract with BT however have had to have second thoughts about this, so would not recommend this company to anyone, please take note go elsewhere.
Reviewer
Alan
Location
Durham
Date
26/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
I started to join Plusnet on the 22/10/18 on the 5/11/18 they took £23.99 i left it to a couple of weeks but nothing was happening I emailed and received no reply I posted 2 messages and was meant to get a reply within 14 hours, you guessed it no reply I rang at least a dozen times and was in a queue for 1 hour. In the end I rang my current provider and was told Plusnet had not contacted them to say I was leaving, this was now 25/11/18 finally on the 26/11/18 I contacted my bank and they refunded my money. Beware Plusnet customer service is very very poor so glad I didn't go with them in the end.
Reviewer
T
Location
LONDON
Date
26/11/2018
Comments:
This company does not honor their promises to customers, If I could I wouldn't even give one star.
Last year on Black Friday I was offered £50 cash back for joining PLUSNET internet services, BUT UNFORTUNATELY it is now the next year, the next Black Friday and I still have not received this minor £50 despite several email and 3 phone calls, I would not trust this company or believe any deals they offer, haven't gor a clue about customer services.
Thanks TT
Reviewer
AA
Location
Romford
Date
26/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Such a waste of time, the actual broadband was always slow and lagged, got cut off for 6 days after calling 8 times they managed to fix / chase up open reach! And for my trouble was give £2.16 off my next bill
Reviewer
Seriously Annoyed
Location
Kilmarnock
Date
26/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Switched to Plusnet at least 6 years ago and service was great. Unfortunately, over the years customer support became less accessible (on hold on the phone for over an hour before giving up, and webchat constantly busy), and the price became less competitive. Eventually switched provider in early August, except Plusnet didn't close the account (despite the service having migrate and them no longer providing a service). Was pestered with requests for payments for months that I was no longer a customer. Eventually my account was officially closed, all good, except they now claim I owe money from the date that they closed the account rather than when the service discontinued and forwarded the "debt" request to a collection agency. I understand that I am far from the only person in this scenario. I have filed a complaint with Ofcom and have advised them that there will be repercussions if my credit rating is affected. Whereas I would have once highly recommended Plusnet, I would now have to strenuously discourage.
Reviewer
Sam
Location
Edinburgh (City of)
Date
25/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
I received my box late after I joined. Left me with 3 days without internet which was fantastic when you work from home. - they said they would refund me the days without service but never did.
Consistently cuts out and is 100% not suitable for online gaming.
Reviewer
Gemma
Location
Northern Ireland
Date
25/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Oh how I wish I had read these reviews instead of believing the silly advertisement on TV! Awful awful company a complete joke they might as well advertise free broadband at least you might smell a rat! The guy in the cancellation department didn't even bother trying to convince us to stay he must be so exhausted dealing with the same problems all day! Terrible
Reviewer
Yvette
Location
South bucks
Date
24/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband is pants... plusnet lie and lie about why it’s so rubbish. Finally my contract is up and I try and leave. Because I won’t tell Chelsea the retention’s woman the cost of my new provider, she starts being rude and really difficult. (I understand you have to go through security questions, but she kept going over and over asking my numbers from my password, my bank account, sort code, memorable word...it was ridiculous...she almost took the full passwords on all of them!) cocky staff, slack attitude and a rubbish service...thank god im free!!
Reviewer
Veronica Clift
Location
Sedbury Gloucestershire
Date
22/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
My issue with this company is WiFi,I can only get 2.4ghz. 5ghz does not work and has been disabled. Bearing in mind I live in a bungalow WiFi will only work with 2.4 in the room that the hub is in. I have had to buy a booster to use my tablet in the bedroom. Was promised a gesture of goodwill payment when this was suggested but the person dealing with this has been replaced. I've had enough, just waiting for contract to end to get out.
Reviewer
Mal Carrison
Location
Melton mowbray
Date
22/11/2018
Ratings
Satisfaction
1.00 stars
Comments:
This company are liars and idiots, who is the big daft bugger on the telly who says we do you proud , i don't know about the proud bit, they certainly do you. Its no point complaining , i was warned they are *****. Took me 2 hours on my mobile to discover I should repair my non working phone line. Said I should take a course on u tube in phone repairs. ******** who are they. Does anyone know their office address so I can stuff the router up the bosses rectum.
Reviewer
Mal Carrison
Location
Melton Mowbray
Date
22/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I cancelled before I got trashed. They said my line was live on 19th. It was total dead. Upon trying to contact them they were dead too. They could not fix the problem and expected me to learn from u tube how to fix it .waste of time and money.
Reviewer
Alex Aungiet
Location
Surrey
Date
22/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The WORST company in every way. After 4pm BroadbNd is so slow, all phones are turned onto 4G. Customer service is appalling, no one speaks to anyone and you go through the same story over and over again. Chasing bills for money not owed after cancelling contracts. Terrible company AVOID
Reviewer
Daren
Location
Bedfordshire
Date
22/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
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.
Reviewer
Rohini Gonsalves
Location
Cardiff
Date
22/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Ordered on 06th November. Money taken from account , but no transfer , no update, chat line closed, no email contact possible. Not very good start.
Reviewer
Chris
Location
Winchester
Date
21/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
everything else is irrelevant when you spend 3 hours on the phone for the simplest query. get Plusnet and you will regret it if you need any help.
Reviewer
sam
Location
Glasgow
Date
21/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst customer services their adverts about good customer services is untrue
I signed up to Plusnet after a reasonable spell with sky who incidentally have excellent customer services
I signed up online and through a glitch on their website ended up being charging twice!
So I had the unpleasant experience of having to get in contact with an agent, this took me over 60 minutes to get through to an advisor!
My contract was arranged on the 17th of October and I waited patiently for my router to arrive
I finally gave up today (21st November) and after another 60 minute wait to get through to an advisor cancelled my account and now have to wait up to 30 days to get a refund
The thing that is very clear is that Plusnet has the worst customer services of any of the big broadband providers, even worse than Talk Talk which is really saying something!
So anyone reading this please be careful, Plusnet make big claims about their customer services but the truth is that this is completely misleading
They are dysfunctional and virtually impossible to get in contact with, I did not receive the service I signed up to even though they were quick to take my money.
I rank plusnet the worst broadband service provider with the worst customer services
Reviewer
Jack Butler
Location
Boston
Date
21/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Make sure you don't move in to a new house because plus net cant supply the internet and then want to charge you £155 for the privilege. Scumbag company with hidden charges. Do me proud lol HAVE A WORD WITH YOURSELVES!
Reviewer
Dean
Location
North Yorkshire
Date
21/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling service. As a long term customer I have witnessed the service go from being excellent to absolutely appalling. Gone are the days of a quick helpful reply from the help desk; yesterday I was held in a queue twice and on both occasions for over 50 minutes. I then tried online chat only to spend 25 minutes on that before the staff member then told me they couldn't help me and that I should call them again - despite the fact that I had already explained I had tried twice already.
Service at Plusnet is now a joke - to continue to claim that their service is award winning is somewhat disingenuous.
Reviewer
Lucy
Location
London
Date
21/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
They have good/manageable broadband service but avoid them if you do not have a PHD in computer using their website needs you to be very very good in computers. You will never get any assistance from customer service. Getting through their lines is impossible. Your queries are sorted out selectively if you can get the questions through. Overall avoid this company very bad experience.
Reviewer
mark
Location
nottingham
Date
21/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Absolutely shocking customer service Nightmare to get through too.. Say they'll call you back and don't after you've been in a queue for half an hour. They say contacted to via email but don't. Been billed for two months broadband very much doubt I'll get the money back.
Reviewer
mark
Location
nottingham
Date
21/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Absolutely shocking customer service. Say they'll call you back and don't after you've been in a queue for half an hour. They say contacted to via email but obviously haven't as they made a typo in my email and I've not received anything .
Reviewer
Kaden
Location
Date
21/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst internet I have ever had complained over speeds 6 times this year still no resolve all I got was the line from the interchange is running fine absolute joke. Got virgin running at the same time just to have a stable connection never in my life would I go with these crooks again. I don't know how much they paid for all the adverts but there service is disgusting!!!
Reviewer
dafydd roberts
Location
north wales
Date
20/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Very poor customer service. It is very difficult to speak to them unless you have half an hour to spare waiting on the phone. The online account doesn't work as it should. Overall I would avoid this company and I regret signing up with them.
Reviewer
Jonathan
Location
Angus
Date
20/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Quiet possibly the worst service I have ever come across, signed up on the 24th of October and still waiting to be connected as of today, tried contacting customer service which is an absolute joke, you can be on the phone for over 40 minutes waiting. I wouldn't touch them with a barge pole
Reviewer
Konstantin
Location
London
Date
20/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The speeds became ok after converting to fibre, reliability also improved. But customer service, oh my god. Virtually impossible to get a hold of them. Sorting out problems takes ages. They billed me for an extra month as a mistake and I'm still trying to get that refund sorted out.
Reviewer
Ben
Location
Shropshire
Date
19/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service, really disappointed considering the adverts.
Called to make an order, fairly painless - then got a text that they'd changed the date for the engineer. Fair enough, happens but meant this wouldn't work for me so cancelled the order.
I had my 80 quid returned then taken back 5 days later on the 5th of November. It's now the 19th and I'm still waiting for this to come back after 14 days and three calls including a 40 minute, 20 minute and 40 minute wait on the phone to a charged number. Not only that, the ticket was responded to on the online helpdesk by me on the 6th and have had no response since, what a joke. Would never recommend, will never use again.
Was really looking forward to the high levels of service reported too.
Reviewer
Chudney Wallace
Location
North London
Date
19/11/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Moved to plusnet fibre after getting annoyed with BT infinity: poor performance and really, really, really bad customer service with BT which prompted the change. The poor performance remained on switchover but after the stabilisation period, I reported it online to plusnet on a sunday night, and the very next morning, an openreach engineer was already outside my house. Two weeks later, the fault was fixed (bad battery contact?) and the broadband speeds are maxed out (70MBit down, 11Mbit up). Good communication from plusnet throughout too.
Only been with them for three months now, but ultra happy so far.
Reviewer
Neil
Location
Stoke-on-Trent
Date
18/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
In recent years I've had broadband from EE, SKY, BT and without any doubt Plusnet are the worst provider of them all. Customer service is a joke and if you phone them you will wait at least 30 minutes before they answer.
I am suffering multiple wifi dropouts on an almost daily basis and Plusnet's advice is to source a solution myself because they cannot guarantee a stable wifi connection. My Nest cam is 4 feet away from the Plusnet router with nothing but fresh air between them, yet it is constantly dropping out. I have the same issue with my Android phone and MacBook.
Terrible Company who cannot supply the service they are charging you for.
Reviewer
Anthony Osborne
Location
Solihull
Date
18/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Craig Davies
Location
South Wales
Date
18/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking. Worlds slowest internet. Constantly drops and goes off line for two to three hours a few days a week. Customer service is nonexistent. Phone them and the wait is generally over two hours. I have been forced to communicate via Facebook. When I do get a response, it’s always, nothing wrong on our side, so it’s your devices. How is no internet my fault??? Stay away not worth the hassle.
Reviewer
Karen R
Location
London
Date
17/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Beyond incompetent!!! Do not use this company. They mess up and I have to spend hours of time sorting this out. Always remove your direct debit details from your account when you finish your contract. Appalling service even when complaint raised. Just wasted another 40mins of my time following up on this on hold to get through. Such a joke. Do not use them. Completely and utterly incompetent doesnt even cover it!
Reviewer
darren
Location
kent
Date
17/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ive only gave them 1 points cause they are that bad and the reson is I told them I was goingto make a late payment on the 16 november they said to me yes yes thats fine dont worry you are ristricted to the 18 of november dont worry so I was ok I geuss not my pc all of sudden started to play up so I call them back they ok we will check if theres a problem so they did come back and said no its must be your computer so I reseted my comuter right to the bigging from when it was new and still the same so I called back only then I found out they put the risstricked on I lost all my fills evrey thing not one of them never said they have been so rude plaese sorry about my wrighting I do have problems with my spelling
Reviewer
Liam Cruddace
Location
Plymouth
Date
17/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid this company. Broadband speeds were always non exist. Unable to function. Regularly cut out. Customer service waits vary between 30 and 50 mins. They froze my account when I moved out and transfered my Internet. After two weeks they still hadn't set up. They then said they made a mistake and it would take another two weeks. Two weeks later they announced I had given the wrong address. They then claimed they would listen to the phone calls to prove I had. They then admitted that they had made the mistake and cancelled my contract for free. However three months later they are still billing me! Despite ringing countless times I've only been able to stay on the line long enough for them to answer once. And they hung up on me. Unbelievable
Reviewer
C
Location
London
Date
16/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
PlusNet has the most appalling service I have ever experienced in my life. It took months to get it up an running (they always blamed openreach for that) and made me waste an enormous amount of time dealing with their waiting time to take calls and their incompetence. Months later, after all the grief, they are now out of the blue trying to add installation costs (which I paid upfront). I was drawn to them by the Which? review
I would say, stay away from both!
Reviewer
Jacqueline white
Location
Cannock Staffordshire
Date
16/11/2018
Comments:
Cancelled my account in September but still taking payments, I have phoned up about this and was told it would be stopped, it has not, I have tried to phone them but it's 25 mins wait at premium payment. I just cannot afford that type of phone call. I have tried email and that does nothing, where do I go from here, ????
Reviewer
Nina Preston
Location
London
Date
16/11/2018
Comments:
AN HOUR ON THE PHONE TO SPEAK TO SOMEONE??? I JOINED PLUSNRT BECAUSE OF SUPPOSEDLY GOOD SERVICE. THINK NOT!
The service isn’t working and I’m already thinking of cancelling for a full refund. Luckily I am within my 14 days period. I wouldn’t even mind the no-service if I could speak to them.
I finally managed to speak to some attitude person and had enough. Now I am waiting for another 18 MINUTES to go through cancellation.
PLUSNET SHAME ON YOU!!!!!!!!!!!!!
Reviewer
Debora
Location
Manchester
Date
16/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Absolutely rediculous! I signed up with Plusnet and paid for installation. As soon as I paid, they move the installation date back and say there's no availability on the date that I booked it in the first place! Seems like all they want is your money and don't actually care about their customers in reality. Oh, and if you want to speak to customer service to try and resolve anything, don't bother! You'll just be waiting in a long queue and your problem most probably won't get resolved.
Reviewer
Mike
Location
Conwy
Date
16/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible. Don't use this company if you value your sanity.
I cancelled this conotract before it was connected because they were so late. They confirmed cancellation and are still taking money from my account. I have been on the phone with them 3 times which is no easy thing. Terrible wait times, nust be dealing with such a high volume of complaints. You have been warned.
Reviewer
Cliff
Location
OSWESTRY SHROPSHIRE
Date
15/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have been with Plusnet for 5 years but the service is now RUBBISH I had no broadband for a whole 7 days when it could have been solved on day 1 or day 2 if they had sent an Openreach engineer apart from that the waiting time when you call is nearly always over 1 hour one calli made took them 1 hour 34 mins to answer and the person who answered was not remotely interested and said your in the piline waiting for it to be dealt with so you will have to wait I usetwo computers daily and have lost out a lot of mmoney because of the HORRENDOUSLY RUBBISH SERVICE ALLROUND I have just phoned to ask for compensation for the loss of a full week and was told it would be £2 a poltry £2 DO NOT EVEN CONSIDER JOINING
Reviewer
Jovita
Location
Norfolk
Date
15/11/2018
Comments:
No way deal with plusnet services. I've been customer for a 5 years and when I've decided to move houses they refuse to cancel my account it's just because I have forgot some silly password. Awful!
Reviewer
Jim
Location
Durham
Date
14/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Awful Customer service and billing is poorly managed with mistakes in their favour.
Always terminate direct debit before end of contract as Plusnet tend to overcharge and make it difficult to correct.
Will never use Plusnet, BT or EE again
Reviewer
Dean
Location
Wakefield
Date
14/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I Have been with Plusnet 20 years. You are just a number with this company now they have grown. "Dont Deal with this company" you will regret it in the end. had to pay over £200 to due to them cancelling my broadband. the contract was cancelled 12 months ago due to them saying we wasnt paying, BUT STILL TO THIS DAY WE HAVE BEEN USING THE INTERNET WITH PLUSNET.We only got a letter in the post today, they said we should have checked our emails that are on plusnet own site, we did but all the emails had been archived and deleted. i could go on and on with this. DONT GO WITH PLUSNET
Reviewer
Graham
Location
South Scotland
Date
14/11/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've had Plusnet broadband for over 10 years and they used to be great. Over the last 3 or 4 years the speed, reliability and customer has really gone down hill.
I finally moved away from them in October as the standard ADSL I had was down to 4mb down and .75mb up and was very very unstable, tech support weren't interested and they weren't bothered when I told them I was moving supplier - the best offer was FTC at a higher price!
I'm now using someone else and get 16mb down and 7mb up for less money - I'm a long way from the cabinet hence low speed.
I've just realised tonight that are still billing me and its an hour wait to speak to someone to get a refund.
Plusnet used to be great - now they're pretty poor and there are much better and cheaper alternatives.
Reviewer
Sally
Location
Welwyn Garden City
Date
14/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very slow broadband speed, very over priced, managed to leave after having to stay with them for 3 years on a contract so we didn't have to pay a leaving contract fee, then get a notice saying that we still owe them £83.31. Still trying to get through to them to investigate why this has happened. WORSE BROADBAND COMPANY EVER! DON'T USE THEM!!!!
Reviewer
Nicola
Location
Surrey
Date
14/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Never use Plusnet. Their costumer service is awful. I have spent hours on hold to them over the past 2 months trying to cancel my account. Despite my attempts to make a final payment, they still charged me a "late payment" fee, I have been misinformed and messed around, yet they still insisted on me paying £14 extra for a late payment. It is disgraceful.
Reviewer
Kathryn
Location
Huntingdon
Date
14/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Awful service. Took them 3 months to eventually get the SFFO set up at my previous address, spent hours on hold on multiple occasions. Had to transfer when moved house. Eventually when the contract expired I moved to a new provider. Plusnet cancelled my service a week early, said they would refund me £50 and never paid.
Awful service, awful communications, do not get!!!
Reviewer
Dan
Location
South coast
Date
14/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband doesn't reach the bedroom (from siting room) in a small 2 bed flat. Slow speeds. Cut me off 5 days before contract end date and wouldn't fix service issues because I was moving even though faults occurred under their service
Reviewer
Michael Patten
Location
Scotland
Date
13/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don’t even consider these people they told me lies from the start of my installation which never happened they took £74 from my account
Customer service is non existent unless you’re on the phone for an hour waiting
It’s just awful
Unreal
Above all disgraceful
Trust me
They won’t do you proud
Reviewer
Jen
Location
Glasgow (City of)
Date
13/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service with Plusnet. Customer service impossible to get through (Online service often only available for new customers), customer service frequently got information wrong. Still awaiting a refund when they said it would take 5 days, then 7-10 days now 30 days. Terrible service and pretty bad connections.
Reviewer
stuart
Location
manchester
Date
12/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worst thing i ever did moving from sky to plusnet my internet drops out and has to be reset up to 5 times a day do not use plusnet
Reviewer
David
Location
Kent
Date
11/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Had Plusnet for the second time and around opted for the unlimited fibre package and for the last few months found out that it was normal broadband.they wasn't going to pay anything backso keep on phoning then for it.last few weeks been getting very low speeds and had to wait on the phone for 55 minutes only to be cut off so had to phone again and to be told the same crap it's the line at fault.secound time in 3 months.so the will send out an enginer again.would never recommend them to anyone not even if it was a very good special offers
Reviewer
Adrian
Location
Inverkeithing
Date
11/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The service is unreliable. Intermittent connection for broadband. Website says 24/7 customer services. The reality is the chat service says currently unavailable and the phone support says 30 minutes wait.
Reviewer
Sarah
Location
Stockport
Date
11/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband ever!! Slow unreliable and shocking prices after initial 12 month contract
Reviewer
Clayson
Location
Northampton
Date
10/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
The worst supplier I've ever dealt with. Wait time on phone just stated as 60 mins. Don't even consider using them!
Reviewer
Joshua
Location
Rodney Stoke
Date
09/11/2018
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Overall happy with service.
Was quoted a speed of 7.00Mbps and am exceeding to 8.00mbps.
Unsure whether that warrants a £35.00 a month fee for fibre but currently happy.
Massive shout out to Michael Trimmer of the customer service support team. Excellent help, polite and patient.
Josh
Reviewer
Bipin Patel
Location
lewes
Date
09/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dont get traped by plusnet CHEAP DEALS. They really are CHEAP cheap cheap. Been waiting for a refund for over a month and not getting very far. They are sitting on my money and dont care.
Reviewer
Mcw
Location
Norfolk
Date
09/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had been a customer for 4 years with no problems, then my broadband speed kept dropping to the point I could do nothing online. We decided to upgrade to a faster speed and had two weeks cooling off period. During this time we decided that really we shouldn't have to upgrade to get Internet but to expect plusnet to provided us with what we were paying them for. Their cancellation policy you can cancel within 2 weeks by speaking to the customer services team. I did this 10 days into my cooling off period and told them to cancel and I wanted to revert to my previous contact. I was told this was not possible and that I would have to take out another contract. I then stated that I would be cancelling them altogether and would be looking for an alternative provider. I asked for them to email me confirmation of the cancellation and my call was terminated whilst talking to them . Within the hour my internet connection had been cut off. I called customer services the next day, and notified them of a change of provider,and they confirmed the cancellation was going through and I would not need to do anything else. One month one and I get a final bill of £150 early cancellation fee. Very disappointed with plusnets response to this, or willingness to resolve, and quite happy to take money for nothing. Will not use them again.
Reviewer
Londova
Location
London
Date
08/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
This is the worst provider I have even used. Impossible to contact the Customer Support, was overcharged several times.
Register a complain to put the things right, however they closed the complain ?! Horrible Support.
Now I am thinking on complaining to Ombudsman
AVOID THEM !!!
Reviewer
Gillian
Location
Newcastle
Date
08/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling service. Customer services takes 30 mins on hold to get through. They promise call backs that never materialise, I wouldn’t recommend at all!!!!
Reviewer
Kimbly1975
Location
Wrexham
Date
08/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking service, took the day off work for an engineer to fix fault with line. Nobody turned up. Phone line and broadband still down, 8 days later. Unacceptable service. The worst.
Reviewer
sat
Location
huddersfield
Date
08/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I cancelled my account and got a refund, i thought that was it. But then i got a really annoying email below...
This is plusnet at its best........................100% failure rate... got my name spelt wrong for a year and spoke to them numerous times to sort the issue out!!!!!!!!! customer services staff, yes we have updated your information. But the problem came back.
You recently cancelled your services with Plusnet. We have been unable to take payment for your termination invoice associated with your account closure.
We'd like to remind you that payment is still due.
What happens next?
You are required to pay the balance of £0.49 in full within the next 14 days. If payment is not received, your account balance will be forwarded to a third party Debt Collection Agency which will incur an additional cost and may have an adverse effect on your credit file.
How to pay
You can phone our Payments Team on 0800 077 8488 between the hours of 8am - 8pm Monday to Friday.
Reviewer
Bhaarath tera
Location
Portsmouth
Date
07/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This has been the worst experience so far for being loyal for so long . Waiting time to speak to technical team = 45 minutes Avg + misleading and wrong promises + no respect or professionalism towards customers + 2.5 mbps = getting to pay £145 to get out of contract. I think this sums up the amazing service that you get from plus net. Never to return for their internet services. Absolute waste of money and time .
Reviewer
Chloe
Location
Brighton
Date
07/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
By far the worst internet provider that I have ever had the misfortune of dealing with! Dreadful connection, useless customer service and technical assistance with enormous exit fees. It is virtually impossible to get in touch with a human being over the phone without atleast 20-30 minutes on hold and even then the issue is seldom resolved.
Reviewer
Nick Egerton
Location
Wiltshire
Date
07/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Web chat is nearly always not available. When it is agent cannot help and I have to call. Last time took nearly 1 hour to answer. They use to be good, but are now terrible..
Reviewer
Frances Louise C Ward
Location
Barwick in Elmet
Date
07/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We’ll do you proud. What a joke!! All you’ve done for me is to lose me my landline number which I’ve had for over 30 years. I switched providers approximately mid October. Everything went smoothly. I ordered fibre because my previous provider would sometimes go off due to poor signal. I was assured it was a better speed etc than what I already had. Came activation day Nov 2nd. I switched routers etc and began logging my various pieces of equipment into my new provider. First in was my TV. A message appeared telling me my speed wasn’t good enough and to contact my provider. JOKE!! First call rang for 20 mins then I had to go out 2nd attempt 42mins I let it ring. I then rang and selected the option “l
I’m leaving “. I was answered immediately. When I was put through to the correct department ( immediately) I explained that nothing was running because speed was too low. The guy looked at my package and told me that they couldn’t improve the speed because of where I lived and so they were cancelling my order and refunding my money and to try elsewhere. He then hung up. I decided to go back to my previous provider but now I’ve no internet and no phone line because they’d cut me off. Because they’d done that my landline number has gone back into the general number pool and my new provider can’t get it back. I’m running the internet through my mobile phone, using it as a temporary router, which is costing me money and I’m waiting for a new landline number and my new activation date to start. Do you proud? Do you an injury more like. I’d never ever recommend you to anyone.
Reviewer
Ajith
Location
Broxburn
Date
06/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
customer care is nonsense. have to wait for 45 min to get hold of anything and then they will say to talk to another department so more waiting.. have fun with plusnet as a customer
Reviewer
scott
Location
Bristol
Date
06/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Well, ive done it, i am going to pay £316 early exit fee and have got a provider that has great internet speeds, no constant drop outs and good levels of customer service, good riddance plusnet, Plusnet NOT doing you proud
Reviewer
Gillian Nash
Location
Waltham Abbey
Date
06/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give zero stars I would. A scam outfit. I paid for a service I didn't receive and had to pay to leave the contract. A bunch of thieves and shysters.
Reviewer
John
Location
Warwickshire
Date
05/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
very poor broadband speeds - drops to zero frequently. Tech support terrible - always have to wait at least 30mins to get through. Have had this problem for 4 months with no resolution.
Reviewer
Peter
Location
EXETER
Date
05/11/2018
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Don't believe all the bad reviews! Here's one to even up the score (a bit!). Plusnet are brilliant, great customer service, rarely disconnects, decent speed in my area, great website. All good from me.
Reviewer
David
Location
Barkaway
Date
05/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Switching to Plusnet was worse choice ever, speed issues, regular dropouts of service, useless tech support, I’ve cancelled my contract, 3 months later they are still billing me, now going through Telecom Ombudsman to recover my overpayment. I’m currently writing this while on hold to Plusnet Customer Service, current wait 27 minutes...there strap line should be ‘we do you over’ NOT ‘we do you proud’. Stay away from this provider at all cost!!!!!
Reviewer
David
Location
Bath
Date
04/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Started well but then ran into problems with speed and drop outs.
Eventually got a new router but issues continue.
Their support teams are useless. Never reply or just lie.
Steer clear of them.
Reviewer
Nathan
Location
Edinburgh
Date
04/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Still waiting on internet 2 weeks after calling and well over a week after it was supposed to be set up. I've tried calling several times to see what I the holdup is but 40 minute waits to speak to someone are unreasonable and not conducive to my schedule. If you can, go with a different provider
Reviewer
Carl Keating
Location
Liverpool
Date
03/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband disconnects
Broadband is slow
Customer service is pathetic
Avoid at all cost
Reviewer
Chantelle
Location
Date
03/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wouldn't even recommend this broadband. They are so sneaky it's unreal! Transaction was taken automatically out every month (as suppose to) We believed they were still receiving these payments but they left it a whole two months to say they haven't received these payments we found out because they turned the broadband off..took it straight to a debit agency..without sending a letter not even once to give us notice or warning us..as we could of resolved this and made payment.. But as we didn't know we couldn't stop this going to debit agency. I took this higher to speak to their manager.. All they said they sent email (before I singed up with them I said I don't use my email)..but still required for my email. Funny enough once I spoke to their manager about how its not been doubt with in the right way or warning and stated how I didn't even receive a letter.. Yesterday 2/11/18 I got a letter from them (as I said I should of recieved a letter on first payment that weren't done) they sent one which explained yesterday that I was sent to debit agency and my bill was 300 and something pounds.. This letter has no date on it what's so ever so they've clearly covered there backs as every letter you have from company ALWAYS has a date on.. I'm appalled their are better broadband company's out there and this definitely isnt it. (I've had to write this on here for my mother as she didn't use technology.. She prefer the letter stysem way)..
Reviewer
Saidur Rahman
Location
Brighton, UK
Date
02/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
It's a matter of regret that plusnet is doing business as a fastest internet service provider where they themselves don't know what does it mean to them. My internet service has gone down for last two days and every time I call them, the telephone service informs that the waiting time is 60 minutes! How this can be possible in a country like UK where people are running to get things faster! I'm totally pissed off with this company's poor service!!!
Reviewer
Paul
Location
W.Yorks
Date
02/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Plusnet used to be great, especially for customer service, but since BT took them over, they have gone steadily downhill and are now bumping along the bottom
Reviewer
M kaye
Location
Cheshire
Date
01/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Applied to change over to plusnet for phone and broadband. Paid connection fee and set up standing order. After hearing nothing for 10 days rang and waited 25 mins to speak to someone to be told the order hadn't gone live so would have to start again. Then 2 days later email saying order had been cancelled. Another 20 min wait to speak to someone. Eventually a month later phone went live but broadband didn't work. Now I'm trying to contact someone and have already been waiting 25 minutes! Absolute joke wish I'd not bothered! Avoid plusnet is my advice! 0 stars for everything!
Reviewer
Claire Morris
Location
wyke Bradford
Date
01/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
shocking broadband really slow buffering all the time customer service shocking takes 30 plus mins to get through when u call takes weeks to get the problem fixed been on going for 8 months now they have the cheek to want my money every month on service i dont get
Reviewer
Kevin Baker
Location
Wirral
Date
01/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use PlusNet. They sneakily started charging me £35 a month for basic home broadband and line rental without informing me. So I rang up to cancel my contract with then and they shut down my broadband supply less than an hour of my phone call to them. Cowboy outfit, my advice is stay well clear of these amateurs
Reviewer
A Smith
Location
Solihull
Date
01/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company-phone lines always have 20-30 min wait -promise to contact you and dont sell fibre speeds -charge more for fibre speed stays the same -appauling management and company -reported to Ofcom
Reviewer
steve
Location
yorkshire
Date
01/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
cut off for paying my bill!!!!!
apparently the system doesnt reconise manual payments,all due to being lied to when i first set up the contract now will have loss of earnings not impressed!want me to pay money i dont owe(they admitted) and pay to get put back on dreadful company avoid like the plague
Reviewer
Diogo Santo
Location
Manchester
Date
31/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Called to cancel my contract in due time to prepare for a provider switch because new provider could actually deliver what they promised, customer service was rude and didn't cancel the service.
Was charged when service was supposed to be finished, called in explaining I sent emails and did calls to cancel, customer service confirmed and said not to worry. Next week I find out I have my name blacklisted because of lack of payment of a service they told me not to worry that was cancelled. Obnoxious joke!
Credit score ruined for lack of competence, communication and disregard for clients!
Asked access to my personal information which they are required to send to me by law in 1 month time. Still waiting 3 months later.
Only good thing out of this is that Plusnet is digging a huge hole for themselves for when this goes to higher authorities.
Want to avoid ruining your life and patience? Look for others
Reviewer
Ella Chipchase
Location
Manchester
Date
31/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been waiting around a month for plusnet to get my broadband up and running. I have spend around 4 hours in total sitting on hold and have still not managed to speak to anyone capable of setting up a router- which doesn’t bode well for a broadband company. Currently sat in a 30 minute queue to cancel my account.
Reviewer
James
Location
Leeds
Date
30/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible, I'm getting around 14 meg download speed and it's supposed to be super fast broadband. Also the WiFi keeps dropping out. I called to tell them all of this and to tell them that I'm moving to virgin. I was given a load of vacuous excuses and hit with an early cancellation fee, I'm not happy about paying it but at least I'll be rid of plusnet and I can have some decent broadband.
Reviewer
Ann
Location
Madeley
Date
30/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I made a mistake and joined plusnet , onj 3three seperate occasions they cut my telephone off , be cause they finalt admitted a member of their staff had made a mistake , they also cut my daughter off who lives 100 miloes awasy , LOUSY company
Reviewer
Britishconsumer
Location
Brighton
Date
30/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We would have given a -* if there was one! Absolutely awful, beyond a joke!
Initially speed slowed, rang to query, PN claims no issue! When PN discovered we know a bit about broadband, PN offered us two months free service, but then tried to say its only for line rental, not broadband! After more phone calls to complain, PN agreed includes BBand.
Then, we found we were charged for BBand the next month, when it's suppose to be free!
More phone calls, PN says their accounts doesn't show the charge! Had to forward bank statement copies etc, which we did.
No reply, no refund still
NOW, we receive an invoice for £40.80 for following month when it should still be our 2nd free month!
We've left PN, cancelled direct debit, lodged formal complaint with Ombudsman and instructed bank to claim back the £20.99.
Guess what? Just received another email from PN, saying they hate goodbyes, offering £19.99 service!
Talking about the bad penny ...
Avoid at all costs unless you're game for a journey through hell and back!
Reviewer
Graham
Location
Essex
Date
29/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since moving to Plusnet internet access has been sporadic at best. Often cannot get any access whatsoever or told WiFi is off when it is not. Have recently gone elsewhere for broadband as it was getting ridiculous. Being cheap is a waste of time when it don't work.
Reviewer
Paula
Location
Perth
Date
29/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Ordered and paid for Plusnet broadband to be installed back in August, engineer was supposed to install it on 24th September between 1pm and 6pm. They changed the time I requested to a time I couldn't manage and I had to make several calls, each time waiting 20 to 30 minutes to speak to a person, before I got the original time slot reinstated. Organised to be at home that afternoon however at 5pm got a text saying the engineer wasn't coming and I needed to reschedule within the next 2 weeks. This wasn't possible (I work and they don't do evenings or weekends and won't narrow their 5 hour time slots)so I cancelled installation and was told I would get a refund of my £73. This was on 24th September. Phoned on 9th October as I had not received a refund only to be told they hadn't bothered doing anything as they can't put the money back in my account and they need to issue a cheque - my bank is online, no branches. After getting nowhere with either of the people I spoke to I agreed to accept a cheque which they said I would get to me in 15 days. 15 days later, no cheque. Phoned yet again, apparently they meant 15 working days and I will have the cheque by Monday.
Today is that Monday, and still no cheque.
My money, Plusnet has held since August, failed to show at the appointed time to install and failed to refund despite agreeing they would over a month ago. Tried to phone, minumum 20 minute wait time. To quote one of their managers, "what do you expect me to do"
Reviewer
suraj
Location
Mitcham
Date
28/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
my internet is down since 15th oct and customer service giving team excuses everyday over 2weeks since then. please see below email i have received today.
Thanks for your call
As we discussed over the phone you are going live on the 1/11/2018 i do apologize for this , but there is no quicker way of getting you live and for that we can apologize , if you have any other queries feel free to contact us.
Reviewer
Philip
Location
Birmingham
Date
28/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I had plusnet for two years , the broadband speed and reliability was so so, but I stayed due to price and their much heralded customer service. I came to the end of my deal and decided to leave. Tis is when I saw another side to the company. I explicitly told them I would be leaving, they received notification that I was leaving by new provider, have still sent me a bill for a service I no longer receive from them. I have had numerous calls to say this has been corrected but still getting emails trying to recover the bill, they said would be cancelled back on the 12th October and they in fact owe me money has I cancelled the service and I had paid in advance for the following month (that is how they charge). When I have been dealing with their customer service I have found them to be rude and misleading. Not wanting to hear what my difficulties are but just going numerous times thru data identity protocols first. Then I am still in a position of again having to resolve the billing issue but when I call no matter what time of day they are dealing with a high volume of calls and the wait time is going to be anywhere between 15 to 30 minutes
Reviewer
Ian
Location
Coventry
Date
27/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
It has taken sooo many complaints to get away from these poorly performing people
Best customer service???? That is a lie
Blamed the exchange then the router and then the line...cut my speed twice and still it drops out
Disgusting service and terrible customer support
I will be moving to a cable service.
Plusnet you should take down your adverts as it is a lie
Reviewer
AF
Location
Wiltshire
Date
27/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Customer service so so so slow, painful. Helpful when you actually get through. Not always skilled to solve the problem so sometimes you have to ring again.
Reviewer
Peter
Location
Hope Valley
Date
26/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling service. Been on hold now for an hour with a very simple/ straightforward query concerning my non existent upgrade to fibre which I was promised yesterday would have taken place by midnight last night. No one is able to tell me anything AT ALL today. Useless. Regret trying to upgrade. Waste of time. Current speed is 3.9!!! Says it all.
Reviewer
scott
Location
Bristol
Date
25/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please read below correspondence with plusnet, it should be enough for all of you to stay well clear of them:
Question #183696057 - Your Feedback< Back
Your Response
10:01am, Thursday 18 Oct 2018
[Ask a Question about another aspect of your Account]
I’m thinking of leaving
Could you please tell me how much it will be to leave you, the internet has gone down 3 times in the last hour and a half, you said it had been fixed, it clearly is not, the service is appalling, look at my history from day 1
Your Response
12:18pm, Thursday 18 Oct 2018
and again just now, 4 th time???????????????????
Your Response
11:29am, Monday 22 Oct 2018
its just cut out again, when is someone going to respond?????????????
Your Response
10:20am, Wednesday 24 Oct 2018
still waiting ????????????????????????
Your Response
8:21am, Thursday 25 Oct 2018
Hi, Still no response, i will take it that no early exit fee is applicable if i have no response within the next seven days, i think that is more than fair, i will not bee contacting you again.
[Our Support Team will respond to your question soon. Please only add further comments when absolutely necessary.]
[My question has been resolved]
Reviewer
Nicole
Location
Scunthorpe
Date
24/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely useless. Broadband in and out like a fiddler's elbow! Mainly out though so home security cameras off line for 3 weeks of September. Cancelled my contract as Plusnet not fulfilling their part of it. Went to pay last bill on-line - Error page, phone lines say 5 mins waiting, currently at 15 mins while typing. Previously was at 50 mins so just moved to Virgin, lost patience waiting. Still can't pay on line, all emails are no reply - Why bother with Plusnet, they've clearly over subscribed and cannot cope which means you will never have good service no matter what. Very poor.
Reviewer
scott
Location
Bristol
Date
24/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i emailed them on the 18th and several times after regarding my internet keeps dropping out (has been since day one, about 9 months), they still cannot sort it, have not responded to any of my emails, it is now the 24th, AVOID at all costs, they are useless
Reviewer
Matthew Sanger
Location
Exmoor
Date
22/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
In transferring our broadband to our new home, PlusNet accidentally cut our phone & broadband services 2 weeks early, leaving me, my wife and our 1 year old child totally cutoff while trying to move house (there's no mobile signal in the middle of Exmoor). Upon learning the consequences of their needless mistake, PlusNet chose to...shrug. I told them about the precarious nature of trying to move house with a 1 year old without any telecommunications, and with a certain amount of actual physical danger, and they managed only a limp apology. I had anticipated at least some kind of compensation to reflect the distress and very real danger we were put through by their cock-up, but they offered not a sausage, and seemed determined instead to slither out of such basic human decency. Once we'd finally moved (not easy for all the above reasons) I felt compelled to change providers. Can you blame me? I received no contact from PlusNet asking why I wanted to leave. Once I had left I finally heard from them: they told me I owed them a £165 'early cancellation fee'. This was an insult to an already egregious injury. To know my particular situation, to have it articulated clearly and respecffully, and to still happily leave me - and my family - swinging in the wind, then to want to take more money from us in an act of bald profiteering, leads me to the inescapable conclusion that PlusNet is quite simply *amoral*.
Reviewer
Stephen Hall
Location
Rossendale
Date
22/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly disgusting service, never witnessed anything like it before. Very regretful at having signed-up but wanted cheaper deal. Not worth the hassle. Each telephone call takes at least half an hour to be answered plus another half hour when you are transferred to a different department. Staff all pleasant and sincere but nothing gets done. The most frustrating experience ever, save yourself the bother and stay away. Well away. I wanted to give Plusnet no, zero, stars but it doesn't allow that. One star is extremely complimentary.
Reviewer
Joseph
Location
MALVERN
Date
22/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible broadband service from start to finish. Was sent two router both didn't give the speeds advertised. When I wanted out they came up with every excuse under the sun, spoke to me like a piece of ****
Thankfully I only had a 12 month contract but I had to pay it despite not even being able to use for the past 2 months. Gone with another provider now and works fine so go figure why it didn't work with Plusnet. Shall never use again and will strongly advise others from using them.
Reviewer
Jamie
Location
Aberdare
Date
21/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking.. I get 1mbps upstairs on my smart TV and that with all other devices turned off. Rang them on and off for nearly 11 months. When I tried to cancel they put me on hold for nearly an hour each time I called. Still not got anywhere with them. Total nitemare of a provider.. next step is to cancel direct debit and launch their router in the bin
Reviewer
John
Location
Cumbria
Date
21/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I decided to move from Plusnet to a different provider however when it became evident they couldn't match the line speed their sales team said they could I went back to Plusnet. Since going back I've had nothing but trouble. I had to join as a new customer because apparently my old account had been terminated. However since then I have continued to be billed for my old and new accounts. Each time I ring them it's at least 30 minutes on the phone on hold ' don't believe what the automated message says about wait time. Its always longer' I've been told numerous times they've sorted and even have emails confirming cancellation but the bills still keep getting generated.
Reviewer
Britishconsumer
Location
Brighton
Date
21/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Originally had both my London and Brighton properties on PN for over 5 years. Unfortunately service in London got intermittent and slow, so we swapped. Early this month, same started in Brighton, contacted PN customer service, draconian, unhelpful, unable to email, long queue to talk on phone, live chat doesn't work, complaint, PN offered 2 months free service but still charged following month.
When we contacted PN, they couldn't find the credit on my account! Had to forward copy of my bank statement to show debit!
We've now left PN totally ...
Reviewer
Lana
Location
Guildford
Date
20/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I'd rather eat a brick than ever having to deal with this company again. Just been on the phone for an hour with some arrogant aggressive woman who didn't even comprehend the most simple of questions and just kept angrily reciting my own contract back to me. DO NOT FALL FOR THIS TRAP! They promise you 66 mbps and they only give you 20-30 while locking you in a contract for maximum cost. Learn from my mistake and stay far away.
Reviewer
Razi Gail
Location
LONDON
Date
20/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst customer service ever!!!
I applied to join them online for broadband only and immediately they two initial fees from my credit card. The second day, I received email from Plusnet that my service will be delayed but they have quickly set up direct debit on my account. The development made me to check the offer given to me by the current provider and discovered that the offer was far better than Plusnet offer. I called customer service and need to be on queue for about an hour before my call was attended to. After security check, the lady who attended to me cut off the call after I told her that I wanted to cancel and needed the refund of the two fees taken from my card. I had to start all over again to be on phone queue to pass on my message.
Nearly a month that money was taken from my account, I am still waiting for the refund. They are just in it to quickly take money, get interest on the money and not give service.
Reviewer
N
Location
Bradford
Date
20/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Moved from Sky in August 2018, mainly due to price and a cashback deal. What a mistake. The billing system is a complete nightmare. Billed twice for 1 year's line rental, went overdrawn. Then received 8 emails and numerous text messages stating I would be disconnected and fined for a bill that I hadn't received and wasn't due for another 3 weeks. The only saving grace is that their customer service people try their best to fix things even though their systems are absolutely awful. Can't wait for the contract to end and move to another provider. Avoid!!
Reviewer
Emeshe Grew
Location
Redhill
Date
20/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID LIKE THE PLAGUE!!!! We bought their broadband but after reading their T&C's, which said it can take up to 10 days for the broadband to be set up and their cooling off period was 14 days we cancelled the next day. This was the 9th September and we still haven't been refunded for the initial payment. Each time I've called I have been lied to. Clearly thieves with no care for their customers.
Reviewer
russg
Location
coleford
Date
19/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
upgraded to fibre, very unstable,fast and slow all the time. worse still can't get through on phones to complain about problems, its been rubbish for weeks now.
Reviewer
Diana
Location
Okehampton
Date
19/10/2018
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I have just spent 32 minutes holding on to speak with someone about my poor broadband connection. Have now given up as all I've got is music and a message saying sorry!!!! It takes on average 44 seconds for each page to load. Even had "problem loading page" message due to interrupted broadband when trying to get to plusnet site. Not impressed. A year ago I would have recommended Plusnet to anyone. Now their customer service is non existent.
Reviewer
Angela field
Location
Essex
Date
18/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The broadband was ok, nothing special. I changed providers for a better deal and have had nothing but problems since. The wait to speak to someone on the phone was almost an hour, they didn't sort the problem and I'm still getting bills and demands for money 6 weeks after closing my account. Absolutely useless customer service
Reviewer
scott
Location
Bristol
Date
18/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Internet has gone down 4 times within the last 4 hours, they said previously it had been fixed, obviously not, it cuts out at least once a day and they do not care, there is no customer service, the advert on the TV should beremoved for false advertising "Plusnet doing you proud", REALLY
Reviewer
Jethro Bridge
Location
Norfolk
Date
18/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Unbelievably useless. After screwing up closing my account and continuing to charge me for months, I spent an hour in total (no joke) on hold. Eventually I manage to talk to someone who can do something about it, they promise it will be refunded.
The refund comes through a week or more later, and they screwed that up too. Sent me less than half my money back.
So here I am again 'we're sorry for making you wait blah blah blah' another morning wasted thanks to Plusnet.
The worst part is I was a 4 year customer until we got FTTP and used to recommend them to everyone (worked as IT sysadmin) so now I have to go back to these people and tell them I screwed up and recommend moving over to Zen ASAP.
Reviewer
Terry
Location
Bury St Edmunds
Date
18/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely astonished by how bad the customer service is. They took payment twice, argued about it, helped themselves to another £200 with no prior notice, and tried to charge £50 to cancel the contract despite being only 2 days in. Now, 6 weeks later, still waiting for a refund of the initial payment because a 'note was not put on the account' that a refund should be actioned. Now, after a total of 3 hrs on the phone, I am to await a cheque (!?!?!) which should be here within 3 weeks! Amazing.
Reviewer
alan
Location
herts
Date
17/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
had no phone line for weeks i had a mild heart attack and couldnt use the phone for an ambulance internet slow wifi rubbish luckily a carer came around and made the phone call stopped the d debits going to vodaphone on the 29th theyll get no more from me
Reviewer
SUE
Location
LEICESTER
Date
17/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Changed to another provider but they continued to bill me regardless. I cancelled the direct debit to stop them overcharging me and found that there was no way to contact them. Access to my account was frozen becauSe I hadn't paid what they had billed. I tried emailing, raising a query online, replying to their email and phoning. Phone wait was 30 mins minimum, but they supplied a number to text them. Thought I'd try that but when I pressed send, my mobile told me that there would be a supplementary charge - and of course it was a lengthy email. Back to phoning and in a queue. Writing this whilst waiting - and right now, the music stopped, a phone was ringing.... AND THEN I WAS CUT OFF!!! Of course, if I don't pay, my credit rating will be affected. Ombudsman, I think.
Reviewer
Tony Sharpe
Location
Brassington, Matlock
Date
16/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Been a customer for many years. Now when I need them to show me their true colours - (I've a dead landline provided by them...with no mob signal in village....and I've just returned from major cancer surgery in hospital) - they are just crazily unappreciatuve of my plight and will be be a minimum of 3 days with no landline connection! Unbelievable!
Reviewer
Mj
Location
Newcastle
Date
16/10/2018
Comments:
As with a number of other reviewers exactly the same shambolic customer service. Again as with a number of other reviewers, I placed an order for broadband and phone and they took payment straight away. An agreed date was set for the engineer to install the service. 2 weeks later i got a ‘courtesy call’ message and then low and behold later that day an email giving an engineer installation date a further 2 weeks from the first agreed date with no explanation. After a number of calls including multiple waits ranging from 35-40 mins to 15 mins to be passed from one ‘dept’ to another I eventually found out the infamous ‘automatic order system’ had cocked up and hadn’t assigned the engineer installation order even though I had a confirmed date. What a load of cobblers! They must have known and the mysterious ‘courtesy call’ yet nothing was mentioned about this, I think this was clearly a fishing exercise to see if I would accept the extra wait. I would call that a little suspicious. I insisted on keeping the original installation date but they wouldn’t have it. So I have cancelled the order on principle even though I will have to wait for the alternative provider to install the service. I asked for my money back, to be then told the refund would take 20 days! Bloody disgraceful service from the start! Their adverts promote best service, no hassle, does what it says on the tin blah blah blah... rubbish and a con. Avoid this lot at all costs
Reviewer
Alix
Location
York
Date
15/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ok actual internet speed but shocking customer service due to a recent change in there billing that does not account for the rewards amount. You cannot print an accurate VAT receipt and they don't even care or return your calls.
I cannot believe they didn't fully test there new billing system before rolling it out.
I'm done with plusnet.
Reviewer
Gemma
Location
St albans
Date
15/10/2018
Ratings
Customer Service
1.00 stars
Comments:
Spent the last 45 minutos on the phone and nobody has answered my call, nor solved the issue
Reviewer
russteenail
Location
billingham
Date
15/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A victim of their own success! Initially speed OK but still slower than advertised. Now my download speed varies from a miserable 3 meg to 10 meg and unreliable. Calls to speak with them now on hold from between 10 and belive it or not...35 minutes. I will move as soon as the contract expires.
Reviewer
Kaos
Location
Birmingham
Date
15/10/2018
Ratings
Satisfaction
1.00 stars
Comments:
How Plusnet advertise itself as being awarded "best customer service" is a joke. The company has obviously grown too quickly and are unable to manage- avoid at all costs- shambolic with an average wait time of 20 minutes. Suggest they start employing more people and remove the dishonest and inaccurate 'best customer service'strap line.
Reviewer
John Edwards
Location
Anglesey
Date
14/10/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For a few weeks now broadband speed has been reduced 0.1 and 0.4 on average. 20,30,45 mins on phone and no answer, unable to contact by e mail. decided a week ago to leave, what happens, broadband speed comes back to normal. Spoke to a girl in Sheffield? this morning and she blamed students ordering broadband at universities. I'm still leaving then.
Reviewer
Grahame
Location
Newton Le Willows
Date
13/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really didn't want to give any stars. I've had plus net for astound 4 years with no prob. They've changed me to fibre about 4 weeks ago and it's been a nightmare since. Would never recommend this company. They continue to blame it onto the BT connection.
Reviewer
Steve
Location
Sleaford
Date
13/10/2018
Comments:
Customer Service is a joke, you have to wait over 30minutes every time you call and they simply run through the same sc ript time and time again. Had to chat to them two days running because they cannot even pass between agents for then to get back to you. Had nothing but problems every time we have issues in getting it sorted quickly. Go somewhere else and save yourself the hassle later!!!!
Reviewer
Robert turner
Location
Basingstoke
Date
13/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Good dishonest broadband from Yorkshire, and the worst customer service I have ever come across. Overcharged from the word go , line rental increase within a couple of months and now hidden cessation charge added . Good riddance to the crooks.
Reviewer
Becky
Location
Carlisle
Date
13/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use, shocking customer service and dreadful broadband. Extremely difficult to contact, only option is to be on hold for 30 minutes plus each time as online chat is never available. Broadband speed is appalling, and no help to improve issue. Finally managed to get out of the contract and they've continued to take payment despite being informed we were leaving. Back to waiting 30 minutes on hold to get reimbursed! Worst provider EVER.
Reviewer
Omar
Location
Nottingham
Date
13/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I won’t recommend it at all for the following:
1-from the first day, I was told the speed will be 35 MB, however it was ranging between 10-20MB, when I complained, the answer was the 35MB is theoretical and it rarely or never reaches 35. So they Didn’t tell the truth.
2- I started to have regular momentarily disconnections which invalidated my BB service. Despite this serious problem, the technical support confirmed the remote line test is normal. Absolutely useless.
3- their online chat service is always unavailable, they don’t have e mail and if you call them, the waiting time is 20min. More than once after 20 mins, you get someone suddenly ending the call.
My opinion and judgment came after a long year with useless service..
Reviewer
Sam
Location
London
Date
12/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Changed provider and they still took money from my account!!! And am still waiting for my money back until now !!!
Reviewer
James adams
Location
London
Date
12/10/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Forget about the rest you've just found the best Plusnet is the best broadband and telephone provider I have used I used TalkTalk and every month the bill was increased plus the internet was useless Plusnet is so reliable internet speed is excellent and I am 100% satisfied with this service I recommend Plusnet excellent company
Reviewer
Joules
Location
Angus, UK
Date
12/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
BT are pretty crap, but Plusnet take the prize. Withholding money, lack of delivery, poor performance. Customer service - don't make me laugh. What a bunch of clowns. Utterly chronic.
Reviewer
KH
Location
Glasgow
Date
12/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Much lower speed than promised (genuinely horrendous), struggling to get hold of anybody to make progress with complaint. I shouldn't have swapped.
Reviewer
Gordie
Location
Perth Scotland
Date
10/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs, the worst company I have had the misfortune of dealing with. I placed an order for broadband and phone and they took £31.99 payment straight away. 2 weeks later I got an email saying that they due to a system problem the order had not gone through. I decided at that time to ask for my money back. I spent 3 calls on hold for over 40 minutes I was told the refund would take 20 days it has been that and I am still waiting. The staff are unhelpful don't care and the customer service is non existent
Reviewer
Gordie
Location
Perth Scotland
Date
09/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst customer service I have had in my life from a company. Please avoid at all costs. I paid £31.99 to take out landline and broadband I then got an email to tell me there was a system problem and the order didn't go through. I made 3 calls waiting over 45 minutes. I was told I would get a refund but it would take 20 days, no sign of it yet, the staff you speak to are thick, I was to,d it was a different system to take than a refund system. Please do not go near this inept company.
Reviewer
John
Location
Halifax
Date
09/10/2018
Comments:
Do not join plusnet they tell you lies they told me I would get a refund back to my bank now they said it'll be a cheque whick I have to wait 14 days for not acceptable will take this further
Reviewer
Maz h
Location
London
Date
09/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
APPALLING SERVICE! I’ve been waiting two months now for my WiFi service! The first time they took my payment to sign me up and then when I waited two weeks had no recollection of my account! (Quick to take my money though) the second time I’ve been waiting 4 weeks for my router arrive. Called three times and on the fourth time get told they have taken my address incorrectly! I’m so angry I wish I could cancel. I would have ordered from elsewhere if I’d known they would be so incompetent!
Reviewer
David
Location
Bournmouth
Date
09/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I know the service quality aspect is determined by the state of BTs network but the wireless router supplied by plusnet was awful. However what I found most repugnant about Plusnet is their out of contract billing policy. My reasonably priced service soon became a £52 monthly charge for.... nothing. So you need to watch your bills. Of course plusnet offered a better deal when I contacted them to leave but the damage was done. Trust lost, customer lost....and never coming back. In summary poor equipment and scandalous billing practises. Avoid.
Reviewer
pdabare
Location
chigwell
Date
08/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I've been with Plusnet for many years now and was used for testing when FTTC first came out as I was local to the exchange that was doing the testing,
I accepted this offer and was advised I would still be paying the same rate I currently pay for the adsl but for FTTC, years past and I moved and was also allowed to move the FTTC deal with me! great!! but the contract renewal came around again and the paperwork/documentation at Plusnet had me down as adsl and not FTTC (this wasn't a problem in past renewals) so when I renewed the contract they dropped me down from FTTC to adsl so no internet!! they said get an adsl router and it will work -nope it didn't -cut a long story short the fibre clips on my line stopped the FTTC from working!! for 15 days and I work from home - my mobile 4G got hammered!! I wanted to stay on FTTC so they put the subscription up for me! the amount of calls in to Plusnet to try and resolve this was unacceptable!! so I said let me cancel the contract and I will moved (I saw a better deal being offered by takltalk at the time and wanted to take it....Plusnet said that they would price match the deal so I stayed but they didn't match the deal and was taking the full amount from my account, I raised this with them after seeing the full amount come out of my account and they couldn't find the price match offer I was offered or the call recordings of the calls and now they will not let me leave without paying an exit fee - currently £146.77....I cannot wait to leave Plusnet and will have to see out the remainder of my contract cos I feel giving them the exit fee is a slap in the face for me!! I will move when my contract is up and will not use Plusnet again or recommend them to anyone, what I have learnt from this is always take a full name of the person you are speaking to and write down the date & times of the conversation :(
Plusnet - We'll do you proud! what a load of b*llocks
Reviewer
mike eyley
Location
matlock
Date
07/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
been with them for 2 weeks
guaranteed speed of34mb/s under contract
dropped to 3.6mb/s
have sent complaint 7 days ago no action
cant get thro on phone, web chat non existent
avoid these cowboys they are crap
Reviewer
Karim
Location
Sheffield, UK
Date
07/10/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Perfect since the day it got activated. Top and consistent speed 24/7.
Reviewer
Pete
Location
Lancashire
Date
06/10/2018
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Over many years, I had been with most of the big BB providers and hated them all - then I tried Plusnet; what a breath of fresh air...! not the fastest but fast enough. Not the cheapest but cheap enough. Never try to take payment before it is due then cut you off, like others do. Have to wait a bit when phoning them but no longer than any of the others. Reliability of service was best I have ever experienced. They even give reductions to your monthly payment when you introduce new customers. I was with them until moving in with friends for a while and now, having a new place of my own, I will definitely go back with Plusnet - wouldn't even consider any of the others. I recommend Plusnet above all the others I've tried (Virgin, BT, Sky, TalkTalk, etc., etc., etc.)- hands down...!
Reviewer
Carole
Location
Derby
Date
05/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It now takes an average of up to one hour to get through to customer service. I was out of contract with plus net so decided to pay line rental up front and negotiate another contract. Fine , no problem except they are still invoicing me at £45.00 per month. No e mails,just a load of hot air from customer service people promising me a refund. And this is adding another half hour to the phone call. I wish I had never signed up with them again, as I can I’ll afford to keep paying this large amount each month. worse than talk talk service and that is saying something.... I will not be renewing after my year that’s for sure....
.
Reviewer
Catherine
Location
Date
04/10/2018
Comments:
I don't even know where to begin. I call and try to organise wifi for myself and I'm told it will be live in 10 working days. Fine. 10 days comes and goes? I don't have an e-mai, modem or anything never mind my internet. I call. 40 minutes waiting time!! I'm told they can't find the line???? They had to call another company to ask them. Don't know whether to laugh or cry at that. Then they said they'd e-mail with an update. NO update but I have suddenly been 'opted in' for several marketing channels?!!! I then have to call and chase them (another 30 mins) and I'm told they found the line (talk talk told them) BUT FORGOT TO PUT IN AN ORDER FOR THE MODEM!!!!!! So thats been ordered now and I've been told the 17th is when I go live........ I'm a 4th year uni student who's falling behind for lack of internet. And no mention of any kind of compensation. DISGUSTING. Only thing they haven't forgot to do is bill me.
Reviewer
Ciaran
Location
Dunfermline
Date
04/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Farcical company. I've had no phone since moving to them. They don't seem to care. I've had two engineers out who have both blamed Plusnet but Plusnet keep blaming OpenReach. They contradict themselves on the phone, close tickets that are still open and have terrible call wait times.
Avoid at all costs. They won't even let me out my contract despite them failing to deliver. That's them just put my ticket on pause for 2 DAYS. I've already had no phone for a week and a half.
Reviewer
Michelle
Location
Brighton
Date
04/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Avoid this disgusting company. I have just stared a business and was due to go live yesterday with plusnet broadband. I am on day 2 with zero internet and it’s a business line, I have lost thousands of pounds in revenue as most of my bookings are on line, I also take deposits which I can’t do as I can’t use my pdq machine. I got to work at 8am this morning as an engineer was supposed to come between 8-1, but didn’t turn up. When you try to speak with a person In the business department expect to be on hold for at least an hour. I must have wasted 6 hours between yesterday and today just to speak to a person and get absolutely nowhere.
It’s stressful enough starting a business without all this, I have never before experienced such poor customer service and lack of care. This has bee an absolute disaster to my business ns they offer no compensation whatsoever.
Now I have to look at another provider delaying my internet even more. I’m so upset and stressed about something that is so avoidable the worst company I have ever dealt with.
Reviewer
B Ross
Location
Nottingham
Date
04/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Wanted to cancel contract after phone stopped connecting to the internet for 2 months as there was a problem with the sim.
Lady on the phone was very short with me and was not very happy to help me. She asked a LOT of questions to identify myself and wasn’t very patient about waiting for my to find information that I didn’t expect to have to give.
God to be leaving them and moving to EE.
Reviewer
David Prag
Location
Carradale
Date
04/10/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
After 2 years with Plusnet on Superfast Broadband I came to renew my contract. When I put my postcode into a third party website the cheapest price for a similar speed was 30% cheaper. Plusnet were also on the list offering a price 25% cheaper on the two comparison sites I looked at. I thought 25% less this was good enough so I would stick with Plusnet but when I phoned them up the person on the phone stated that that price wasn't available to me as I was in an expensive area. I told him that I had put my postcode in so the area was known so this was fraud. He said that I should take it up with the comparison web sites. When I asked to speak to the supervisor I was simply put on hold without him saying he was going to connect me to anyone leaving me no alternative but to hang up. As far as I am concerned this is appalling service and yet just another example of existing customers being treated badly.
Reviewer
Chris
Location
Chester
Date
04/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Is this attempted theft?
Having paid £225.83 up front for a year's worth of line rental with Plusnet, after thought (and some truly terrible customer service), I decided to cancel the contract two days later. I was assured cancellation was complete along with a full refund. 28 days later, not one penny has been returned!
Worst of all is, if I had not checked my credit card statement, I would not have seen that the money had not been returned, in which case, would I have ever have seen my money again?
Have Plusnet contacted me - even once- about this issue? No, of course not.
Take what you will from my experience, but I'm not going anywhere near this company again.
Reviewer
Rachel
Location
Northamptonshire
Date
03/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
HORRENDOUS. No customer service whatsoever, can't get through to them on the phone, their online chat is never available. Been waiting over a month for our internet to be set up and it's still not done. Waste of time and money - we're still being charged despite not having any internet or phone or anything. If I could give less than 1 star I would. AVOID Plusnet at all costs.
Reviewer
Nosferatu
Location
Nottinghamshire
Date
03/10/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Customer service waiting times are a damn joke!!! 50 minutes on the first time i needed them when i wasnt getting broadband on the day the promised. Then 45minutes a couple of weeks later! Appauling!! Employ more staff and make it better!!
Reviewer
Michaela
Location
Date
03/10/2018
Comments:
To start with at the beginning of setting account and agreed monthly price they kept increasing the amount so ended up paying double. Cannot get through by phone as I had to as wifi was down for 2 weeks when I finally got through the agent did not care offered no help and no offer of refund for the time out of service. So I cancelled and again they put extra charges on.
Reviewer
RKB
Location
Horsham
Date
01/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Absolutely AWFUL!! Waited over and HOUR for customer services. I had cancelled the service - they still kept on billing me. And this is for a Business service. "We'll Do You Proud" - REALLY!! SO BAD!! DO NOT USE THEM!!!
Reviewer
Zak
Location
Date
30/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely disgusting service. Broadband is rubbish, staff untrained and just cut the phone. Pay for a service and have days with no signal. They refuse to send bills over and put ridiculous charges. Stay away from these !
Reviewer
ian hawthorne
Location
tamworth
Date
30/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
dont go with these if you have a problem always between 40 to 50 mins waiting time trying to take extra paymants of me even though i have cancelled worst customer service ever
Reviewer
Gaudie
Location
Birmingham
Date
29/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
HORRIBLE IS UNDERSTATEMENT..Poor internet connection, poor customer service, they speak to you not even showing like they hear or understand your frustration, you go off the phone not sure of what to except or what action they are going to take. I was just waiting to come to an end of my contract so I can leave them and I was told I have to pay a CEASE FEE of £30, yet I have come to the end of my contract..the cease fee is even more expensive than my contract. and why should I pay them for leaving.. What a JOKE..its not like I am cancelling my contract half way, I have actually come to the end, paid my final bill and am told need to pay another £30 for leaving them. ABSOLUTELY WORSE PROVIDERS
Reviewer
Na
Location
Anglesey
Date
29/09/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Went over to plusnet from pop telecom.diffrence is like driving a French car to a Mercedes!!!
Reviewer
Louise Byrne
Location
Brighton
Date
29/09/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
AWFUL customer service. AWFUL. AWFUL. AWFUL.
A 30-40 minute wait on the phone. finally spoke to someone who promised to ring back an hour later. Three hours later still not called.
Reviewer
Lola
Location
Hertfordshire
Date
28/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Avoid. Totally. New in the game and can't tackle technical problems head on. Once there's a fault with the broadband or phone line, the team can't adequately diagnose the problem. Totally avoid
Reviewer
Megan
Location
Newcastle
Date
28/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT GO WITH PLUSNET. Worse service I have ever have. Spent half of the year on hold to them. Really unhelpful with any problems and I had so many problems! Tried to close my account so many times and they continued to take money from it despite saying it was closed. Absolute nightmare company.
Reviewer
Steven
Location
Motherwell
Date
27/09/2018
Comments:
After moving house I wasn't able to stay with my old provider so decided to go with plusnet as I heard they were good, big mistake. The router is dreadful and I can not get a signal from it upstairs or in the kitchen, had to buy boosters to get a connect, only a 2 bed room house so not asking the router to send over a large distance. Speed constantly drops. Whenever you try to call support they are always busy amd wait times are 30 + minutes. If you're cinsidering plusnet my advice would be to keep looking
Reviewer
Mr Austin
Location
Cwmbran
Date
27/09/2018
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I rang Plusnet regarding my recent bill. I held on the line for twenty minutes before getting a reply only to be told that I had rung the internet service and was cut off. Not good service.
Reviewer
Charley
Location
Bristol
Date
27/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I went with this company as the promote their "customer service". The truth was that their customer service is TERRIBLE. Cannot get through by phone (too long to wait), not available on Chat, never answer Tweets and no email option available. They lie. Their customer service phone-handlers know nothing about broadband. All in all, bad and even worse for the fact that I was expecting something better.
Reviewer
Jonathan
Location
Exeter
Date
27/09/2018
Ratings
Satisfaction
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Oh dear, Whatever has happened! They have had a new billing system and everything has totally gone south. The actual service technically has always been good to me. But, I recently ordered an upgrade from Fibre to Fire Extra. The change date came and went, no upgrade. I got billed for another month on the old rate (which was more) and sent a shiny new 18 month contract (I was previously out of contract). So no upgraded service, no reduction in monthly billing, but a new 18 month contract. Various attempts to contact plus Net via phone and chat. On the chat they couldn't access my details and told me to call them another day! When I eventually managed to speak to someone (it took several days as I kept running out of time - they're call waiting times are 30 - 40 minutes) Went through it with one agent to discover he couldn't help or see my billing tab. Eventually got transferred to the customer options team (on the phone now for 41 minutes) They could see no change order. So now I'm moving to another provider. I will steer very clear of Plus-net for the time being until they get their billing system sorted out. I got a cheaper deal elsewhere anyway.
Reviewer
kevin
Location
TEIGNMOUTH
Date
27/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
8 phone calls to them around 4 hours on the phone trying to close my phone contract
STAY AWAY DONT TOUCH THESE PEOPLE
Reviewer
Hannah
Location
London
Date
27/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plus net is by far the worlds *****est broadband service. Their employees are completely inept to do ANYTHING you ask them. They left me without WiFi for a month, continuingly pushing the start date back. If you want to waste your time and money, plusnet is the broadband for you. A 6 year old could do a better job and sorting out my WiFi than plusnet employees. Absolutely ridiculous and the whole company needs to be shut down. Never spoken to a bunch of mentally challenged people in my life.
Reviewer
Charlie
Location
Warwick
Date
26/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have never received customer service like this before. Ordered broadband for 12 months at discounted rate by paying in one lump. Continuous string of delays and fob offs that the broadband can't be set up. Phone line was set up quickly however, and Plusnet wanted to charge for the phone line over the six weeks without internet. A very obnoxious customer service agent shouted at me on the phone to tell me that I have to pay for it, whether I wanted it or not. Even though I only needed line rental for the broadband, and their welcome email stated that they would be set-up at the same time. When I cancelled the order and went to Sky (who were very good and set me up with good service in less than two weeks with a price match), they didn't pay my refund. Everytime I contact them, I receive the same string of excuses as to why they haven't been able to pay. They have been sitting on my £200 for 4 months now, and I still don't have it back. They are very difficult to get hold of - you have to sit on hold for a long time, and when you get through, the person answering the phone doesn't have the information needed to answer you and simply opens an online 'question', which repeatedly gets put on hold for a week at a time. I have had to go through my credit card provider to claim the money back from them, as I have had no success myself, and feel like I am banging my head against a brick wall. My advice - do not touch this company with a barge pole! Go to Sky instead - they know how to speak to their customers politely as well.
Reviewer
QuickLearner
Location
London
Date
26/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
NOT EVEN HALF STAR IN ANY POINT IF POSSIBLE......
==MINUS NET
MINUS NET
---NET
FROST NET
Reviewer
LPorter
Location
Worcester
Date
26/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Plusnet has become utterly unreliable - currently TRYING to report slow speeds each month. 'Trying' because they cannot be contacted. No email. No Chat. And currently (they say) 40 minutes phone wait time. (Which means it will be MUCH longer!) So, can't easily get online and can't ask for help. Stuck - and all to save a few quid and protect the senior managers' bonuses, no doubt. I'll leave as soon as I am able.
Reviewer
Aidan
Location
Reading
Date
26/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Do not believe the marketing hype, they have rubbish customer service and mid term price rises.
Reviewer
Jim
Location
East Anglia
Date
26/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Summary - Don't bother, they make Talk Talk look good!!!
We were without business broadband for over 3 days. You had to wait over an hour at a time to talk to someone who couldn't really be bothered to help and just said there are issues on the network.
RUBBISH
Switching providers
Reviewer
Jess Smith
Location
Cardiff
Date
26/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never again! After they cancled our first installation date we had to wait over a week for the next available appointment despite this being the companies fault! The installation person was then late despite having a 6 hour window in which to turn up and I had to wait on the flat for him to turn up.! After waiting 6 hours then received a text from plus net saying the install with our job has our number and will ring before he arrived meaning I’d wasted my day since he’d ring before he arrived anyway!! Appalling customer service. Never again
Reviewer
Emily jacques
Location
Newton abbot
Date
24/09/2018
Ratings
Satisfaction
1.00 stars
Comments:
DO NOT GO WITH THIS COMANY!! GETTING A REFUND IS HARD WORK AND IT WILL PROBABLY TAKE AT LEAST 3HRS OF PHONETIME TO GET THROUGH TO THEM!! DISGUSTING CUSTOMER SERVICE!! I AM ABOUT TO TAKE THIS TO TRADING STANDARDS AND TO THE THE NEWSPAPER. PLUS NET DOESNT CARE ABOUT CUSTOMER SERVICE... I HAVE NOW COMPLAINED AGAIN AND NOW HAVING BEEN PLACED ON HOLD FOR A FURTHER 45 MINUTES ON TOP OF MY 1HR ALREADY!! STAY AWAY FROM PLUS NET... still on hold and it’s not been 1 hr 10 mins!!
Reviewer
Daniel H
Location
Barrow-in-Furness
Date
24/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STAY AWAY...nothing plus about plusnet more like `MINUSNET`
4 weeks now with 95% downtime. When connected i can`t even browse the internet ( email,banking etc.) Over 3 hours,in total, lost on the phone waiting. It`s something else every time you phone them. They don`t know of your previous complaints. They`ve asked me not to turn the router of for ten days so that the network can stabilize itself!? Ten days? They treat you like a fool and delay solving your internet so they can charge you another month! They identified something wrong but they can`t tell me what it is over the phone so they booked an engineer. Engineer never turned up as scheduled. `No internet, we don`t care, will charge you good !`plusnet
I`m switching TODAY !
P.S> using my mobile network internet to write this review.
Reviewer
Steven
Location
dudley
Date
23/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Plusnet will not even ring you back avoid worse than the black plague a total waste of time not really surprised on their service everyone's the same now
Reviewer
Charlie
Location
London
Date
23/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
For a company that advertises their great customer service I have honestly never experienced worse. On average 40 minutes wait time to speak to someone in customer services, all just to change an address. Horrific service
Reviewer
Dave
Location
Guisborough
Date
22/09/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
People normally feel the need to comment on these review sites only when things go wrong, which is understandable. People feel a need to vent their anger. That's why so many of the reveiws are negative. (Check other providers reviews, they are all the same).
Just thought I would add my thoughts about Plusnet.
I've been a Plusnet customer for 11 years, at two different addresses. In all this time I have had only two problems - both were underground cable faults and out of the control of Plusnet. I received instant account refunds for these problems.
The router I have now is two years old has been faultless, with excellent wifi coverage, no dropouts and easy to setup and modify. (I previously used my own routers).
I can download and stream HD/UHD films, music etc without problem, and the download speed has always been exactly as promised.
Like all providers, their customer helplines can be very busy, but there is the ability to check online just how busy they are, how many customers are waiting and the average waiting time. So you can see the best time to call. (Google 'plusnet call wait times').
So overall I can recommend Plusnet.
Reviewer
Cypa
Location
uk
Date
21/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
the worst company ever
Reviewer
Phil Cullen
Location
Manchester
Date
21/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Just took £10 extra from my bank on Phone 45 minutes messaged no reply online chat no reply finally told I am not in contract any more. Tv ad says it will never go up while in contract it did then got email all through contract but not this month not to be trusted believe me.
Reviewer
Hutchy
Location
Halifax
Date
21/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What can I say about Plusnet !! Expensive ,Broadband speed rubbish and intermittent, equipment old looking out of date , customer service , shoddy and useless , rude staff, judging by the amount of time they have you on hold and pass you from pillar to post if you have a problem they must employ about two people . We have gone to BT before the contract ends , rather pay the penalty and have much better equipment and service , Plusnet will do you proud ..LOL !! Avoid .
Reviewer
Ken
Location
Southend
Date
21/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was promised the earth, got a handfull of dirt. Bad service, told lies and had to wait for my service, which did not give speed as advertised. Can only say BT / Plusnet are a bunch of cowboys. For goodness sake plusnet is part of BT but one agent I was trying to deal with was denying it, how stupid can they be. PLUSNET IS A BT COMPANY, Yet they regularly blame BT Openreach for problems, their problems, inhouse problems, but deny the responsibility. Unless Plusnet step up to the plate, they will die through BT arrogant lack of service. As I said Plusnet IS BT.
Reviewer
J
Location
Fulham
Date
21/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible internet. Everyday I'm baffled that my housemates and I actually pay money for this pathetic excuse of a service. Really terrible. Constantly drops out throughout the day, and when connected is often a very slow service, the internet on my phone is faster and more reliable.
Reviewer
Udi
Location
Brighton
Date
20/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am very disappointed!
I had to wait 2 months for Plusnet to activate their service.
They charged me £65 to connect me to the internet - and now there are afternoons and evenings where I have no internet connection at all! Appalling! I regret to have taken up a contract with plusnet!
Reviewer
Iro
Location
Uk
Date
20/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Having signed up with plusnet based on positive reviews, I fail to see where these positive experiences have come from.
I recently moved into a new flat and when calling plusnet, was told that there was no active line in the property. I knew that the previous tenants had not cancelled the line so thought this was surprising.
I specifically asked whether this would be the case with all providers and was told no matter who I went with, I would need an engineer to come out to re-activate the line. This meant an additional £49,99 as plusnet would not wave the charge.
After deliberating on this, I called back the next day and was again told that no matter which provider, the line was cut and an engineer had to come out. I made a point of repeatedly asking and they kept saying that yes, other providers were the same.
Believing them at their word, I agreed to paying for the engineer, (even though Sky would have been cheaper) because I was willing to pay a little extra to have excellent customer service.
Imagine my surprise to find that there was an active line!! The engineer was equally surprised, said it would be working with another provider and wasn’t quite sure why/how this has happened.
When calling plusnet to report this, I was told that this was not their fault but that maybe sky had incorrectly registered the line as inactive. I explained that in this case, their sales agents should not speak on behalf of other providers. I was told that they felt that they were being honest and upfront. I explained that they should not speak on behalf of other providers as this is not correct. Either blame Sky OR align with them and take responsibility. You can’t have it both ways. After a 45 min conversation, Kyle (customer service agent) asked to remain on the line. A while later he came back and said “ I have spoken to several people but because you are already signed up to a special offer, there is nothing we can do except to say sorry”. In disbelief, I asked “so if customers have signed up to a special offer, they have to just accept poor customer service?”
I was told “your complaint is valid, we will take your feedback into account and feedback your concerns but we feel we have done nothing wrong and will not offer you anything but an apology”.
What a joke!
Reviewer
Ben
Location
London
Date
20/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is turkey terrrible. I waited on the phone in a queue for over 30 minutes and I got the feeling the operators were just putting me on hold so that I wasn’t able to change my now expensive contract at the end of the contract period
Reviewer
Amy
Location
Stourbridge,
Date
19/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID WOULD GIVE NO STARS IF POSSIBLE! Disgusted with service I can't wait until my contract with these thieves is over! I called 100s times over the course of a year but was on hold so long that I've only ever been answered for three of thous calls. When we moved in and had the broadband it never reached above 2mb even though our contract is for 17+mb we had to only use one devise on the wifi at a time due to it being so slow. I was told to just reset the box or that there was no fault (BEWARE they WILL charge £64 every time they "don't" find one) I was never offered an engineer call out even though my landline and broadband didn't work. Eventually someone with some sense helped and sent one who discovered the issue was with the wiring on the phone poll to our house so it has been there since moving in. I then disputed that fact so as to get compensation for at least 8 months but was told as a "good will gesture" I was only able to receive £60 which barely covers the cost of calling them on my mobile since my landline didn't work let alone the charge I was given by Plussnet themselves for the apparent no fault in the first place. Trading standards states that the company must provide at least 50% constantly of what it contracted I received less then 12%! To top it all off the manager was very condescending and I hope I never have an issue again so that I don't have to speak to them!
Reviewer
dissatisfied customer
Location
cheltenham
Date
19/09/2018
Ratings
Satisfaction
1.00 stars
Comments:
you took payment by direct debit then sent me email saying you hadn't. There is no way to send email to plusnet. Sick of being on hold for up to an hour then talking to rude unhelpful staff. I was told you don't have an account department, and he does not have a manager!!
Reviewer
Sid
Location
Cheshire
Date
19/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
PlusNet is poor. The fibre speed was slower than regular Sky and the service was unreliable. i have had 5-6 BB providers in last 10 years and PlusNet are the worst. As a final humiliation, I left and they continued to bill me. I cancelled my DD and they started sending threatening letters and 'cut me off'. When they agreed the refund, they asked me to reinstate the DD and they simply took more money. They now owe me a substantive sum that I can't get back and have spent hours on the phone (usual 'we are experiencing a high volume of calls' rubbish). Award winning customer service, not!
Reviewer
Bernard
Location
Lanark
Date
18/09/2018
Ratings
Satisfaction
1.00 stars
Reliability
1.00 stars
Comments:
I just don't Adam & Eve it, Get this i got Fibre optic, and guess what i get a poorer service than broadband, when i try to open a web page it takes ages, and when i call pussnet i have to wait 20+ minutes etc. And finally when i get through they just tell the same old story as before. Fibre optic, man that's a rip off, when you don't even get it. I get better internet from my phone data 4g
Reviewer
Robert Wortley
Location
Lichfield Staffordshire
Date
18/09/2018
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Plusnet have taken on the same idea as car insurance discount for new customers and charge more for loyalty
Reviewer
Concerned
Location
London
Date
18/09/2018
Comments:
AVOID. Their service doesn't even deserve the one star I was forced to award to complete this review. Plusnet failed to cancel the service provided to he previous tenants. They then proceeded to charge us as incoming tenants despite having no intention of providing a service. When we rang to confirm delivery of the router we were told this had not been processed but the operator could not tell us why. After calling back on a different day we were informed that our order had been cancelled (although the direct debit had not been)! After some digging with a different provider we found out that as Plusnet had failed to cancel the previous tenants service (despite their request for Plusnet to do so) and so we could not obtain line rental until the previous tenants, who we were not in contact with, had confirmed the cancellation AGAIN to Plusnet. Despite this being entirely Plusnet's error we have had nothing by way of even an apology let alone compensation for the delay in receiving an internet to our new flat. Their service is disappointing and has caused us a lot of stress. Particularly it is quite concerning that despite cancelling our order they continued the direct debit and didn't offer a refund of the set up fees until we queried this.
Reviewer
Michelle
Location
Sussex
Date
17/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I feel the rating one is far too good for plusnet. I am so disgusted. They have rude people on the phone and the so called manager no wonder his co worker thought it was funny to try belittle me. I will be reporting both of them in due course. I suggest people think twice in joining plusnet I will be going else where.
Reviewer
Michelle
Location
Sussex
Date
17/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am absolutely disgusted with plusnet first of all I had a person who was rude when I could not access my details. I asked to speak to a manager who was worse he was appalling I will be reporting him and his co worker. I will be changing companies and will not return to plusnet
Reviewer
Nick
Location
Hook
Date
17/09/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Broadband working fine.
It's the customer service... clever trick, make all your advertisement about how great your service is, and then, it doesn't matter whether it's rubbish or not.
Mistakes with billing dates, 30+mins waiting time, online chat permanently unavailable. Nope, they didn't 'do me proud' one bit...
Reviewer
GWG
Location
Belfast
Date
17/09/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
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
Reviewer
Ann
Location
Bolton
Date
16/09/2018
Ratings
Satisfaction
5.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I've been a customer for over a year people on the customer care line fantastic but the outreach engineer made me feel uncomfortable in my home with comments that made me frightened.
Reviewer
Robbert
Location
London
Date
15/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointed in PlusNet. Got it when we moved to a new place and was extremely slow and unstable. They are not easy to reach. Chat is never working, email just leads to a repeat of things you have already tried. So you need to call them for which you will have to wait at least twenty minutes every time. They tried some things to repair. Didn't really help. Got an engineer in, which made it work better but still slow and not reliable. They claim it works fine and we are stuck for another year with rubbish internet. Can't wait until it is over.
Reviewer
Cheryl
Location
Coppull
Date
15/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company has some nerve charging over a fiver for their service. We switched from ee a few months ago and I've had to upgrade my mobile data package it's that bad. I have been taking frequent speed tests on ookla and IF it connects to the server I've only once in the few months I've tracked it seen it go over 5mbs on download. I pay for Netflix and Amazon prime and can't enjoy films on either because of the buffering, and if it's not buffering it's unavailable because the internet has dropped for the 3rd time in 30 minutes. I've tested speeds in prime time and low times and it's always the same. I see the little ! Next to my Wi-Fi signal more often than not.
I would call them dial up quality. But that would be an insult to dial up.
Reviewer
denis
Location
Bradford
Date
15/09/2018
Ratings
Satisfaction
1.00 stars
Comments:
I made a big mistake by signing up with Plusnet last week.
After I signed up, a relative told me I had made a big mistake. They said they used to be a Plusnet customer, but left after being told constant lies.. He told me to read the reviews on Trustpilot, and to cancel straight.away.
I cancelled over the phone within 12 hours of signing up, and I was promised that a refund of £38 was issued and I would have it it in 3 to 5 days.
8 days later and after not receiving the refund, I phoned up Plusnet..I was on the phone for over 2 hours. I spoke to 4 different people and put on hold 3 times for half an hour.
The first 2 people I spoke to, told me a blatant lie in that the refund was issued,and the 3rd person hadn't got a clue and passed me onto the 4th person.
The 4th person confirmed that the first 2 people I had spoken to had lied to me, by telling me that the refund had NOT been issued, and used the excuse of technical difficulties and said they would send a cheque instead in 10 days time!!
I refused a cheque, but he told me that I had no option.
I then received an email saying a cheque would be sent within 21 days! What a complete joke!
I have been in touch with Ofcom and my card issuer, and both have told me to get back in touch when the cheque doesn't arrive after 10 days, and they will both take matters further. Ofcom also told me they have received thousands of complaints about Plusnet and my own problem is extremely common. They also told me I will not see a cheque during this millennium.
Reviewer
CHEESED OFF
Location
NORFOLK
Date
14/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Decided to change my broadband and phone provider and sadly did not research enough!! BEWARE of the rubbish they put out there. Connecting to the internet has been a nightmare, having to keep switching on and off to get any, the speed is snail pace and to top it all I had an email saying I had to top up my calls for my landline as I was up to my limit!!! What limit, I was not informed of this added expense and now find that I am paying £20 more per bill than I was previously, SAVING Oh YEAH!!! all the hype and adverts is a load of rubbish and I have been truly caught out. If I didn't 'top up' I would be charged more on top!! Hooked into a 12 month contract that I can't get out of without further expense. I am thoroughly disgusted with this company and how they operate and will be telling family and friends to avoid like the plague! BEWARE landline and broadband so called deals - RUBBISH.
Reviewer
Minus Net
Location
North London
Date
13/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Are you thinkiing of joining plus net? Try it...Befote you sign any kind of contact call the customer service ( pretend to be a current customer) and see how long you are going to wait ( customer support) on the phone! I had the worst experience since the first day.... Are you planing to join? - Its looks like you’re looking forward to go for a Bahamas or Antigua Holiday! ...Once you get on the board of the Jet you realise, you are in the wrong plane as you fill totally on your own while the “stewardess “ are getting drunk with your money while the “pilot” is having the parachute ready for himself and directing the flight ( booked with your money) towards the Bermuda’s Triangle! ...if you are happy to feel let down or lonely then join plusnet...it may work better to explore the past and prevent the future....Good Luck ...I am glad , I am out....
Reviewer
Danny Mason
Location
Chesterfield
Date
13/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just moved to this guys and within 48 hours of my service I am sat here tethered to my phone with no internet.
Support is virtually non-existent; I have been on hold for over 1 hour on the phone and online chat is disabled due to no advisors being available.
Under no cisrcumstances consider this company for your broadband. I should have stayed with Sky :(
Reviewer
James Livesey
Location
Cardiff
Date
13/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I joined Plusnet and then changed my mind about half an hour later. I called and cancelled and they said that was fine. Three days later, they took £80 out of my account and made me overdrawn, which will now incur charges. I have tried calling them and tweeting them, but they are refusing to give me my money back. Avoid these crooks at all costs.
Reviewer
Peter
Location
Surbiton
Date
12/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
After waiting over 30 minutes to chat to someone, we were told they could only refund from the day we rang up to tell them of the fault even though there was technical proof of our broadband fault over 3 weeks!.
We were told in the first place we would receive a refund and goodwill gesture. We are now changing providers.
Reviewer
Keith
Location
Manchester
Date
12/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is a weird company. I understand they are owned by BT so I blame BT for their incompetence. Service response is appalling. You wait on the line for ages then you get cut off when transferred. I have just called them and the message said there was a 30 minute wait. They answered within 2 minutes!!! Were they just trying to get me off the line? I wanted a VAT invoice but they said I would have to move to a business line which would cost me £36 a month instead of the £21 I am paying for a residential line. The service is exactly the same! I just hope that by posting these terrible reviews this company will cease to trade. BT should be ashamed of itself.
Reviewer
Mark summers
Location
Kent
Date
12/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Been with plusnet for nearly a year with broadband and mobile phones. Broadband amazingly slow even though we have fibre. Mobile phones suspended claiming they have been unable to collect payment even though the payment has left the bank on the correct day and a £10 late fee applied to add insult to injury. All you get from customer services is a sorry and that they will waver the late fee as a gesture of good will!!! Good will??? Really cheesed off with this company now and will be dealing with them through the ombudsmen from now on.
My advice? Do not contemplate even entertaining this company. There moto of "plusnet does you proud" is a Christmas cracker joke in itself.
Reviewer
Malcolm
Location
Lancaster
Date
11/09/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I spend hours on the phone waiting while Plusnet help other customers. I've had a problem with emails recently. Most of their staff are very friendly but not necessarily helpful. Today I encountered one whom I felt was distinctly unfriendly and not very willing to help. I responded by pushing him and we solved the problem!
Reviewer
Laddawan
Location
Horwich
Date
09/09/2018
Comments:
No broadband for 2 months but still billed, also charges of over £60 to leave, hours wasted of my time on the phone! Cancelled the subscription only to be emailed back an hour hour later to say welcome back to Plusnet !!! I don’t think so never again.
Reviewer
Andrew
Location
Richmond North Yorkshire
Date
08/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Being a customer for 7 months, internet has been moderate for the rural area.
I planned to move address and not take okusnet with me so booked cancellation day of the 30/9/18.
They closed my account in the 7/918 and have left me without broadband or phone for 3 weeks. Not helpful when you work from hone often. Asked to be switched back on and the reply was yes you can have the phone line back on Monday but the B.B. will be a week. Sorry for ya being complete idiots and closing you down early have a nice day!!!
Do not entertain Plusnet as a phone and broadband supplier, long wait time on customer service, direct debits cancelled and have to be reinstated through the term due to their incompetence and they choose when to close your account after you’ve given them a date.
Reviewer
Asif
Location
glasgow
Date
08/09/2018
Comments:
In my personal opinion, I think that this horrible network provider is the worst I have ever seen in my life because of the sheer lack of network reliability and the atrocious speeds that are given and the fact that my price per month increased at such a rapid rate I went from 20 pounds a month to like 40 a month its absolutely disgraceful and downright shocking I really expected more from a provider that guaranteed me a stable internet connection and a fixed price
Reviewer
Ciovina Cezar
Location
London
Date
07/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
3 times I wait for ingineer to come to install the new router and no body come. From 2 month no body fix it .
Reviewer
L Porter
Location
Worcester
Date
06/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My broadband has crawled to near a stop. Plusnet have closed their email contacts, their Chat shuts down whenever it gets busy, they take an age to answer the phone then don't follow through on what they promise. And then you're back to square one because there's no way of contacting them again...
Nightmare way to run a business!
But I bet their bosses bonuses keep going up which is, after all the main thing, isn't it.
Reviewer
Ruth
Location
Chippenham
Date
06/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
This company are the pits! Wish I'd never signed up with them. Long story but basically they cut off my line for no reason, then couldn't get it back on again, had to send an engineer who told me the fault was at the exchange and sorted it, now they're trying to charge me for the engineer. Many hours spent on hold and speaking to unhelpful (I'm being kind) people
Reviewer
Alex
Location
Wales
Date
06/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet keeps you on hold for an average waiting time of 30 minutes and when you finally get through you sometimes get cut off/disconnected so you're expected to phone them back and wait for another life time before getting through again.
Why can't they have the decency to phone you back so they can at least try and rectify your problem instead of ignoring it. I joined Plusnet for their Customer Service but what a load of rubbish they are.
Reviewer
David Taylor
Location
Wellesbourne
Date
06/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Switched to save a few quid a month on broadband costs£23.99p instead of £31.50p for John Lewis. Ended up with bills for £94.93p for the first month because no one would cancel the JL despite me phoning and doing so four times in six days. Still don't know how they figured I owed that amount. Plus Net helped themselves to two random amounts via direct debit,in the space of a week from my bank account for services I was not getting. Spent hours and hours on the phone to both parties trying to get some sense out of them to no avail. Longest wait to speak to some one? 46 minutes!!!! Made 12 phone calls before finally cancelling after the router stopped working. The final straw that broke this camels back. Still waiting for refunds from Plusnet and JL,not holding my breath. An absolute shambles. Do all the "customer services" people at these companies(same people for both) have degrees in incompetence from the university of Couldn't Care Less?
Reviewer
Helen
Location
Luton
Date
05/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Such a bad start I cancelled before I gold even get my router from Plusnet. I paid upfront for the yearly coat, almost £200 and I received absolutely nothing for about 6 weeks. When I tried to contact them their customer service was poor. Very long waits on the phone, mostly incompetent staff when I eventually got answered, and online chat help no help either. When I finally asked to cancel and have a a full refund they messed that up too by giving me a mixture of multiple notifications that I'd cancelled one day and still giving me others about my order and account the next. Then they STILL sent me a router out. Clearly they don't have a communications system that is organised. Don't waste your time. It cost me wasted time, energy and money.
Reviewer
Ann Ruther
Location
Glos
Date
05/09/2018
Comments:
5 Days only with Plusnet
Where to start
Bill discrepancies
20 Minutes wait on phone, girl very pleasant but did not seem to understand when told problems
Impossible to chat online, keep being told to try later
We want to cancel, but have no means of doing so
Reviewer
BrIan Reeve
Location
Brockenhurst
Date
04/09/2018
Ratings
Speed
3.00 stars
Comments:
Worst, most incompetent dishonest company I have ever dealt with.After 12 days with no service,many broken promises and numerous lies,I cancelled the contract.They then refused to give me my pack number. Absolutely disgraceful
Reviewer
Peter
Location
Maidstone
Date
03/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible! Absolutely terrible. Paying for Unlimited Fibre Extra broadband and getting analog dial-up modem speeds. Nothing wrong with the setup. Just horrendous service from PlusNet.
Reviewer
Marilyn
Location
BEDWORTH
Date
03/09/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
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
Reviewer
A.T.
Location
Canterbury
Date
01/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
We used Plusnet in our student house for two years. Be wary, we got a good deal to start but after 18 months the price rocketed. The speed was generally okay but unreliable and often dropped out several times a day.
The worst aspect was the service at cancellation. I was the account holder so the £34.98 total was taken from me every month. I called and cancelled the contract in June, paying the extortionate £30 cancellation fee on top of our final bill. The account was supposedly closed, but come July the monthly bill was taken from my account again. I called several times over the space of two weeks to rectify the issue and it took almost the entire month for the company to refund me.
Come August, the did it again. Once again I had to call and call, and finally sort a refund. That took 10 working days to get to me.
I was and still am shocked and appalled that the company billed me not once but twice after I had cancelled. Incredibly frustrating and the service from the team dealing with my issue was basically dreadful.
I would avoid plusnet, it turned out to be one big con.
Reviewer
Sharon
Location
Isle of Wight
Date
31/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I took out a 12 month contract , for the first month the broadband didn’t work at all - they only refunded £2.50. The customer service is shockingly bad , I’m still having problems with it cutting out now but have given up the long queues trying to talk to someone ... just counting the weeks now until I can swap - NEVER AGAIN!
Reviewer
Kasper
Location
London
Date
31/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Looks very cheap but be aware that this is a scam-like enterprise. Make sure to read every single line in the terms and conditions - this is really where they try and trick you.
Reviewer
Lindsay Williams
Location
surreyli
Date
29/08/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Contrary to most reviews I can only speak highly of Plusnet. They recently provided us with landline and broadband. Their communication was excellent via text and they honored both target dates for connection.
So far our broadband speed has been excrllent. To date Very happy with Plusnet.
Reviewer
E.Downey
Location
Leeds
Date
28/08/2018
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay away from Plusnet! When setting up the contract, great, then your on your own, no email address, web chat when somebody is there which is rare, just passes you around , as for ringing them, don't bother, 20 mins plus waiting, then passed over, and over, min call time 35mins only to be spoke to like an idiot. I tried to cancel as the increased my monthly charge without any notice, the smug guy on end of phone said, we sent you an email, you didn't respond, you've got a charge, £72.90!!! They are liars, checked my mail box, nothing at all, told them to resend the email with date on as proof, surprize, they say they can't do that, told them the broadband is slow, useless, phone line been dead 3 weeks, sent me a ticket, said wel fix it, after fixing said a charge £65.00! Unbelievable, how about advising first there MAY be a charge at which point I would have said don't bother, I'm cancelling, customer service awful, broadband awful, they do NOT, do you proud!
Reviewer
sarah reid
Location
London
Date
28/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
BEWARE: Appalling service in every respect. About to change provider because Plusnet failed to make their service actually work in our house. After the broadband starting off more or less ok, though with a far weaker signal than our previous provider, the wifi then ceased to work properly, dropping out constantly and sometimes being totally unable to connect. It appeared to be because of an older plusnet router so we replaced it with the newer one the company sent. Yet it never worked with the wifi, the connection dropping constantly and often failing to connect. We were then told by technical support that often the automatic settings on Plusnet routers do not work well with Mac computers, and to change the channel to 1,6 or 11. None of these solutions made any difference. I called Plusnet again, who rather than trying to think of other solutions told me quite rudely they could not guarantee any kind of wifi service. Since my computers and phone do not have ethernet ports, this means the Plusnet service cannot work. I have never encountered this problem with any other provider in any other country; the wifi works perfectly well on my Mac and iPhone. Why Plusnet find it so impossible to deliver this service is beyond me. Their customer service and technical support is ineffective at best and extremely rude and arrogant and worst; the service has a serious flaw in that it is not well adapted for use with Macs (which a huge number of people own, so it seems extraordinary) and overall a waste of time. in particular the last person I spoke to at technical support spent the entire time arguing and making excuses like 'well we don't guarantee wifi' and 'connections drop a lot in London' (constantly to the point where the service is unusable?Never encountered this before-plus irrelevant to mention, I'm hardly going to turn around and say oh that's ok then, I'll just keep paying for a service that doesn't work) and not once saying 'ok let's see what we can do' and all in an extremely rude and unhelpful tone so I gave up, ended the call and cancelled the contract. Don't bother, unless you only use a PC connected to ethernet and don't mind being told when you call for assistance that it isn't their job to make your service work. Third-rate company with no respect for its customers, incapable of providing the service you pay for.
Reviewer
Zak
Location
Bristol
Date
27/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
When switching over from John Lewis, we were told and even sent a letter that we would be able to keep our @waitrose.com email address. The customer support person did not tick the box to keep email address and therefore, even though we were sent a letter which stated that we would be able to keep our email. As well as this, we have had to contact the support countless times because they failed to change the email on the account from the one which is @waitrose.com after 2 calls. The troubles did not end there as we were overcharged on our first month and it took another 30 minutes on the support line for the issue to be solved.
Reviewer
Bernie
Location
Dartford, Kent
Date
26/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Wish I hadn’t bothered to switch to fibre band, nothing but trouble since I switched to fibre. They need to spend less on tv adverts and more on providing what we are expected to pay for. It keeps dropping out and they keep blaming OPENREACH who then blames PLUSNET ETC ETC, more like a tennis match than a service I am paying for.. Steer clear
Reviewer
Colin
Location
Staffordshire
Date
26/08/2018
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have been with Plusnet a few years nearly seven and one thing I like about Plusnet is the one of cost for a static IP ideal for our CCTV system to keep connected when not at home broadband is fast enough for me with a. Few devices mainly wired to use the internet there has been problems with the underground wiring and rodents chewing but once reported and the line checked for a few weeks on test openreach fixed it the same day and the open reach chap was great I would say the call times can be very long unlike before when I first joined call times were five minutes but now can reach 30 minutes but on the whole I'm pleased with Plusnet even though they are not a perfect provider they are by far one of the better ones as the internet is usually stable and works well that is Plusnet
Reviewer
Britishconsumer
Location
Brighton
Date
25/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ongoing broadband speed issue, PN customer service finally replied, accept our previous complain and offered two months free services. Due to this offer, we contemplated remaining with PN.
However later we realised PN only gave us line rental free, but still charged us for broadband, the higher portion of our monthly bill!
Again when we tried to contact customer service today, their support response via ticket form had crashed, left on queue with their online chat and was also left waiting on phone for 18 minutes before being answered.
Due to this latest fiasco, we've finally decided to leave PN as we cannot see PN surviving in the increasing competitive ISP business environment if this is how they treat their customers.
Reviewer
Mo
Location
Newcastle Upon Tyne
Date
25/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband turns on and off automatically, WiFi speeds are UNSTABLE.I cannot watch videos without buffering. It has been a horrible experience with Plusnet. I cannot wait to finish my contract with them so I can move to another provider.
Reviewer
Justin
Location
WORTHING
Date
24/08/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Had them for 5 years. For 2 years we have ADSL with speeds of 11mpbs, which good but we needed faster internet. So we decided to get Plusnet Fibre extra. Its been amazing can't remember last time it went down, speeds of 75mbps and brilliant customer service.
Reviewer
Jonathan Long
Location
York
Date
23/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
3.00 stars
Comments:
Plusnet sell themselves on great customer service but quite frankly the service is shocking - great when they want a sale, terrible went you want some service. Was due a refund of over £200 more than 4 weeks ago and still not received anything - had to take it up with credit card provider to get any action.
Reviewer
Adam
Location
Norfolk
Date
23/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I moved to plusnet because of the mantra about customer service and quality etc... all I can say is, what a load of pants. I have found them to be incompetent and ineffective, and incredibly difficult to get ahold of. ide rather they didn't make such a big deal about there "UK" based call centres and just enough staff to actually answer the phone (or webchat!)
I have had multiple problems with my connection which has meant that my connection speed has been a 1/4er of what it should have ben for nearly 6 months whilst they attempted to fix it. when I asked for compensation for my time and hassle in discussing with them I got told "they don't do compensation". when I asked to speak to a complaints team they said they didn't have one!
I would 100% not recommend plusnet to anyone. really poor experience all round.
Reviewer
Vicky
Location
London
Date
23/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Their customer team are polite & responsive but other than that the experience has been pretty poor.
I signed up on the promise of a £75 cashback. I've had to chase this twice now and still haven't received it.
The service promised a minimum speed, which since we have had it has already dropped below to 4.1 (which is almost unusable).We are in central London so not really any excuse either.
And the chat service if you are an existing account - not a new customer - almost never works.
Not impressed.
Reviewer
Fin
Location
England
Date
22/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful broadband turns on and off automatically, WiFi speeds are unstable, can barley watch videos or play games without buffering and lag just overall a horrible experience with Plusnet.
Reviewer
MM
Location
Dundee
Date
21/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
**Avoid PLUSNET**
Terrible experience with Plusnet from start to finish. When I first signed up I was without internet for 6 weeks because they could not get it sorted.
Then when they did get me a connection, it didnt even work. Spent hours on the phone and chat to customer service to be told something different each time. 2 engineers had to be sent out at separate times and told me there was no issue with my line and it was PLUSNET that were the problem. The engineers recommended a different provider due to their bad reputation. No apologies or money off for the inconvenience.
They even had the cheek to charge me for the period when I was not provided with any service. Spent weeks trying to get it sorted and get refunded.
The whole time with plusnet my internet has dropped out and I do not get anywhere near the speed I pay for, despite paying even more for unlimited fibre. Total crooks!
Service is terrible yet they increase their prices each year! £35 for internet! Yet other providers include TV, mobile and internet for less! Switching to a provider for £11 less a month for the same internet package.
I am now leaving them due to their appalling service, which is slow and unreliable and their customer service is shocking.
Very dissapointed with Plusnet. Keep your distance and save yourself the hassle.
***AVOID PLUSNET****
Reviewer
Gary
Location
Rotherham
Date
20/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slow speed, 5.19Mb, connection drops twice a day at same times, once at dinnertime 12.00 then again after 4.00pm.
Reviewer
Lou
Location
Wales
Date
20/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What an absolute pile of crap! Kept charging me twice a month and always told me they would refund it. When contacting plusnet services, every person is absolutely rude and no manners at all! Would never use them again.
Reviewer
Kaptain K
Location
Bromley
Date
19/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
**** AVOID USING PLUSNET ***
Called customer service four time. Each time over twenty minute wait. Was promised to be called back twice and no one did. Broad band speed okay.
****** Broadband Reliability is AWFUL. Drops out every day about 4 to 6 times. They wanted to charge me £65 if nothing was found by an engineer. AVOID LIKE THE PLAGUE ****
Reviewer
Arif
Location
Manchester
Date
18/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Jonathan
Location
Oxford
Date
17/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible. Kept overcharging me. Internet kept dropping out. Paid for a year up front but kept getting billed. After leaving plusnet had to cancel direct debit as they were still charging me. Very bad service.
Reviewer
margaret davey
Location
torbay devon
Date
16/08/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
broadband can be a bit slow at times but
not really too much of a problem for us.
customer service is excellent,always very
helpful@as the advert said"it sorts stuff
out".
well done@thank you
Reviewer
Max
Location
Blackburn
Date
16/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This was supposed to be the most seamless of a house move transfer. Same exchange (feniscowles), same telephone number - what on earth could go wrong ?!?!? Placed the order on 22 July 2018 and still waiting to be connected (16 August 2018). Missed deadlines, loads of apologies and yes, they do seem to be trained in how to say sorry in a few different ways. What a fool I was to stay with them. Should've read the reviews. Avoid at all costs. Plusnet seem to be at the lowest rung in the openreach ladder. Will call them AGAIN on Saturday (18 August 2018) to check the progress on my order but will attempt to leave this silly and v unprofessional outfit. On a par with talk talk. In fact, sounds like both companies swap staff on a weekly basis
Reviewer
Ben
Location
Haverhill
Date
16/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet's broadband service is absolutely horrible. Online gaming is impossible unless you have no other internet-using devices online. Ping is so unstable, ranging from 9mbps to thousands. Download speed also fluctuates constantly, usually at around 16mbps. Upload speed rarely surpasses 1mbps. Overall, I would not recommend this provider if you have more than one person using the internet at once.
Reviewer
Thomas
Location
London
Date
16/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up with Plusnet 3 weeks ago. Still without internet as they haven't even placed the order yet!!
It took them 2 weeks to activate a phone line that was already active with a working number.
Every time you contact customer support they palm you off and transfer you to a different department.
Currently have no idea if/when i'll be getting internet and this is badly affecting my work.
They were quick enough to take my money but haven't delivered on any promises so far.
Avoid at all costs, Pay a little more and go with a more reputable company.
Reviewer
Laura
Location
Leigh-on-Sea
Date
16/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed up to Plusnet but really wish I had read reviews first! I regret signing!
Internet speet 2 meters from the router drops to less than half a mbs download. I had to buy an extender to be able to use the internet at all. Internet is still extremely bad and not usable at all during peek times (8.30pm - 11.00pm, 9-10.00pm around the worst). During peek times I cannont watch TV or use use a computer!
I tried to get this resolved, but was advised to purchase a better router (they supplied the router in the first place!). Paying more money to have basic working internet defeats the whole reason I singed up as the cost would have been higher than my previous provider I had just left. I did decide to buy a £15 extender from Amazon - this has helped but not resolved the peek time drop.
I tried to cancel within 14 days of the service going live only to be told I couldn't as the 14 day cancelation period starts the day of signing to them, which very conveniently ends when the service goes live!
Almost daily I was uploading screed shots (had to use my phone's mobile data to upload them which was crazy when I should have had internet!). About a week into uploading evidence of extreme internet drop outs at peek times I received a message to say they had closed the case as they felt it was resolved - NO IT MOST CERTAINLY WASN'T).
I have found an internet channel that is slightly better for peek times but the internet is still poor during peek periods and I'm stuck with it.
All in all I regret ever signing and wish I'd stayed with sky. Who knew interenet could be so varied between providers?!
Reviewer
SPR
Location
Dorset
Date
15/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Comments:
Changeover day and they have forgotten to send the router! Basic, but unforgivable error given how much we rely on the internet and was expecting a seamless switch.
Reviewer
Britishconsumer
Location
Brighton
Date
15/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Been with PN for a few years, recently noticed slow BBand speed, supposed to be 55 - 80 mbps and rise in monthly payment for BB and phone line, so called to query, confirmed by customer service and options team who both did speed tests, confirmed low speed at 5 mbps and offered new contract at higher rates than advertised on website. Then Tech team claimed their test returned 65 mbps, refuse to accept other tests as if implying we're all lying!
When we started to complain, PN's customer NO service overall demeanor changed to the typical no supervisor available, Manager will call back tomorrow etc block came up.
We were happy with PN initially but not now as they seem to be resting on their laurels not realising there are other competitors out there with better options and customer service now ..
Needless to say, we're now hunting to change our ISP asap.
Reviewer
D
Location
Mk
Date
15/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
3 emails and no response. 3 phone calls after holding for 15 mins hanging up. Then when I did get through once got told the system was down and I would be called back within 20 mins - I’m still waiting. So lied to by Isabel in customer services. Absolutely disgusting, diabolical service. What makes it even worse I am calling on behalf of my elderly mother. Plusnet should be ashamed of themselves.
Reviewer
Toby Arnold
Location
UK
Date
14/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up to Plusnet after stressful house move, story goes like this... PN - installation will take two weeks
Me - OK fine I'll do without phone broadband until then.
Installation date comes around and take day of work and wait at home all day. No response, I call them.
PN - No sorry your appointment is tomorrow.
Me - Not good enough, why didn't you let me know.
PN - We emailed you
Me - ah yes you took down my address incorrectly.
Me - Why didn't you call me - Oh yes you took down my mobile number incorrectly as well.
PN - We can install tomorrow
Me - OK i'll check with work. I get back to them.
PN - no sorry we can't do tomorrow, will have to be in 10 days time.
Me - No apologies, really poor customer serivce and they had the cheek to threaten me with a £70 fee if I missed the appointment.
Plusnet ... they'll probably NOT do you (or themselves) proud.
You can't even contact them by email, only on-line (will not connect as they are too busy) or phone them - expect a 20+ minute wait before getting passed around like an idiot for thinking they have great customer service.
In the end went with EE - no fuss, no problem just a bit more expensive.
Reviewer
Alan Stockford
Location
Wirral
Date
14/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I really thought Talktalk were bad until this lot came along. Slow speeds, cut off broadband as they continue to repair lines and blame BT. Never again will I use Plusnet
Reviewer
Doug
Location
Nottingham
Date
14/08/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Used to be ok, speeds no where near those advertised but ok.
Now (aug'18)download speed 0.78mbps, upload (0.03mbps).
No help from customer service at all, just "it must be your end", but logged on to neighbours wi-fi (with their permission) and all is fine.
Go somewhere else.
Reviewer
Trevor White
Location
Welwyn Garden City
Date
13/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Since I joined Plusnet last October I had to make repeated complaints about broadband service quality which is terrible. Use the ombudsman to leave Plusnet without penalty.
Reviewer
Michelle
Location
Birchington
Date
13/08/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My contract with plusnet has just run out so I came to this site to look at alternative providers. In the 18 months I have been with plusnet I have had no reason to contact customer services. Service has been consistent and uninterrupted. My family have a multitude of devices and all online together, no problems. i find the speed sufficient says 58mbph. Was looking to save money by shopping around but now not so sure
Reviewer
scott
Location
Bristol
Date
13/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking, internet keeps dropping out, plusnet say there is not a problem, there clearly is as it has just dropped out again and i have lost half a days worth of data inputting, i cannot even get a live chat with them to discuss leaving early and going with a decent internet provider.
Reviewer
Natalia
Location
Hertfordshire
Date
13/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unfortunately after 4 weeks of waiting i have had to cancel my order for broadband, every time i called customer services i received different information about my order. Hugely disappointed with the customer services of this company. If you wish to have internet, don't use them.
Reviewer
Anna
Location
London
Date
13/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I am very disappointed with Plusnet. Customer service and troubleshooting are so slow and inefficient when I need a little assistance to improve the speed and get better coverage around the house. Definitely not worth our money with the fibre band.
Reviewer
Gary
Location
ANTRIM
Date
13/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking customer service, cancelled my order before installation as they kept changing activation date. Trying to speak to someone in customer service was really bad they kept passing me over. Lucky escape I think.
Reviewer
Larry
Location
Weston
Date
12/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer Service 0/10
Worst customer service don't bother trying to ring them as I don't think they actually have anyone answering the phones. 26 minutes today in the end gave up.
Broadband speed 0/10
Alleged guaranteed 3meg (can't have fibre) not once have they reached that & the Wi-Fi signal is non-existent. Sat in the same room as the router ran a speed test & got .32meg. My security system relies on Wi-Fi, my door bell as well, my heating system also relies on it so basically all of it is null & void & trying to get this company to help well basically I have now given up. Asked them to put me on the waiting list for fibre as per BT their response we can't do that. You have to request it, hold on BT say that my supplier has to request it & as their parent company is actually BT can you see where I'm going with this.
Broadband reliability 0/10
It's shocking. When I asked them
Would I recommend them HELL NO & their adverts on the TV obviously they've paid for all of their awards because from what I've experienced no way they've got awards for customer service, reliability or anything else for that matter.
Reviewer
Qlatifah
Location
COLCHESTER
Date
11/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor company. Put prices up several times during the contract. Not valuing customers. Broadband service was poor in the evenings.
When I left, they continued to bill me for nearly three months, harassing me and pestering me for money I did not own them. Had to contact them several times for them to eventually take notice and sort things out. Wasted far too much of my time. Customer service and care inexistent.
Reviewer
Stephen
Location
Lincoln
Date
10/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DIABOLICAL
Just took £71 from my bank account months after they assured me that they wouldn't. Cut a long story short it was for an engineer call out to fix an issue that was beyond our control. In several conversations with agents and managers we were assured that we would not be charged as the fault was not of our doing. I'm absolutely livid. I'm out of the country so my wife has tried to deal with it but the agent just kept barraging her saying 'Were you aware of the charges?' to which she replied, 'We were told that we would not be charged otherwise we would not have accepted the appointment'. The guy then tried to call me wife back saying that he'd found the message which proved that we were told that we shouldn't be charged. Could he not have done that beforehand? Regardless, barraging somebody over the phone and essentially using bully tactics is not on. They are refunding us now but it's beside the point
Reviewer
MARIA DAKES
Location
NEWCASTLE
Date
10/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
BEWARE of joining Plusnet as they have a lot of hidden fees. Especially when you move houses yearly. I had a 12 month contract and came to the end of the contract. As soon as I let them know that I'm leaving, they said there was a 30 pound fee for removing the broadband from the line. I have used 3 other providers in all my years in the UK as a student, and I was NEVER asked to pay such a fine. Not to mention I have been having drops in internet connection during the whole year and all they did was send an engineer to fix it once. It was never fixed, and they said they couldn't do anything further to fix it. NEVER AGAIN.
Reviewer
Gillian
Location
LONDON
Date
10/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I am a new customer. Router not arrived ,customer service apologetic but no help. Looks like router will not arrive until after weekend. They sent the first router to the wrong address BUT neighbours there whom i know have not received it. Its Rubbish !
Reviewer
Katie
Location
Nottingham
Date
10/08/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was with plusnet for a year and received wonderful customer service and fast Wi-fi. I moved to another city in the UK and unfortunately there was a lot of complications surrounding getting plusnet set up at this location. Therefore I decided to switch provider. I was very concerned I would have to pay a leaving fee as I was still in contract to plusnet. However I spoke to a wonderful customer service advisor Chris Sanderson who was absolute excellent. The fee was cancelled as they appreciated they were unable to provide Wi-fi at the new location and as a sign of good will. Unbelievably happy with the service plusnet provided and would recommend them to anyone. If I move again to an area with plusnet I would certainly look to setting up a Wi-fi account with them again.
Reviewer
KT
Location
Sheffield
Date
08/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had nothing but trouble since transferring to Plusnet. I was given a date for connection and this was not met (over a 1 week delay and no contact to let me know). I was fobbed off for a week with various excuses, before threatening to leave and suddenly being told I was connected 20 minutes later. However, my troubles did not end here. My connection still wasn't up and running because they had entered the wrong details on my line, so it took another call lasting over an hour to get it finally connected. My unlimited broadband was actually slower by about 10MBS than my previous standard broadband and the upload speed isn't even worth speaking about, it's so slow. Having spoken to someone today, I have been told that I have been connected to standard broadband, rather than fibre as per my order. I also continue to be billed by my previous provider so Plusnet have not even completed the switch properly and I'm now paying two companies for a service I cannot use. Annoyingly, the other company is actually Plusnet trading under a different name (John Lewis) so I'm really paying Plusnet twice for a service that doesn't work. Each time I call Plusnet I'm in a call queue for at least 40 minutes only to be fobbed off, told to call back and speak to a different department, given wrong numbers etc. I'm so disappointed in the service I've received up to now. I have been told umpteen times that my issue has been rectified only to find out that it hasn't later. When I have asked to speak to a manager I'm told that someone will call back and no one ever does. When I have asked to leave I've been told that I will then be left with no phone or broadband, so another inconvenience - not customer service at all, just fine, we're washing our hands of you. Terrible. As soon as I can leave I will, and I won't be going back.
Reviewer
Anne
Location
Chorley
Date
08/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Having previously read about Plusnets supposed great service I signed up for an 18 month contract. I was disappointed throughout due to the broadband regularly dropping out, in every occasion I rang customer service I was met with at least a 15+ minute wait to be answered, even the so called live chat took 17 minutes to be answered on the time I chose to try that. I moved to Virgin media the other day, I had provided Plusnet with their required 14 says notice, they sent a letter to acknowledge. I cancelled the direct debit with my bank. To my horror Plusnet took a payment from my debit card without my consent or knowledge (previously paid for initial set up as required by them via debit card), this is a disgrace and surely unlawful given the fact it was cancelled, and what gives them the right to keep my debit card details once a direct debit had been set up and used for the remaining 18 months. In the process of getting my money back and bank cancelling them from taking future payment from debit card. I would not recommend Plusnet, and will never use them again.
Reviewer
Mason Richards
Location
Birmingham
Date
07/08/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
There is a lot of complaints about plusnet but I want to lighten the load a little.
I am really happy with plusnets service and customer service.
I've had problems twice in 4 years of being with this provider and twice the problem was dealt with professionally with exceptional customer service...... Last problem took BT outreach (who too were excellent) to fit new wiring from my living room to front door then from my 3rd floor to ground then a new router sent from plusnet finally sorted the problem.
I pay for 80 meg and get anywhere between 45 and 75 which is ample for multi connected devices and I want to than plusnet for brilliant communication and their fantastic hands on approach supporting my while my Internet played up.
Nothing in this world is perfect and their staff do the best they can... Usually your helped better by your attitude too, why call ranting at someone who's sat on the phone all day absorbing everyone's stress... They are only human and need your understanding too.
Thankyou plusnet for awsome service, you've a customer for life here and believe me, I've had other providers in the past but plusnet I'd far more superior in its customer care.
I highly recommend plusnet
From a very happy customer
Mason.
Reviewer
A customer
Location
Doncaster
Date
06/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Virtually unusable after 9pm, shocking, ive called them up, the member of staff, checked my signal, and said call again if it carries on, it got worse, I called again, it was a 30 minute wait, I gave up and wemt to bed, im getting rid of thee goons as soon as possible.
Reviewer
Adam
Location
Poole
Date
06/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I was a new customer to plusnet, but wish I wasn't! I placed an order for fibre broadband online on the 25th July. choosing for the installation to occur on the 6th August. After waiting for 5 hours I called Plusnet, who explained that my order hadn't been processed and I would need to wait for a further 24 hours before they could even confirm my account details and order. I am now having to wait nearly 1 month for broadband installation, and they can't do anything to help... I guess you get what you pay for.
Reviewer
Anne Johnson
Location
Devon
Date
05/08/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
I have been with Plusnet for years but am leaving now for EE. When it's running well it's fine but when you need to contact customer support everything changes. A few weeks ago my service went off and I waited 25 minutes to get through to customer support. This week I waited 25 minutes and still didn't get through. Phoned back and waited 40 minutes without getting through. Phoned customer support and waited 20 minutes without getting through. Signed up with EE for a much better deal !!
Reviewer
Henrietta
Location
Cook
Date
03/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Used to be a good provider not any more. The connection regularly drops out. The service is slow and Plusnet are not available to contact. 45 minute phone wait and even though they say they have a chat line over the last 3 months it has been down o every occasion during the times it is allegedly open.
Reviewer
Angry
Location
Wales
Date
03/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking customer service. Quick enough to take my money but extremely slow in answering my query. I bet if i stopped their payments then they'd be quick enough to get hold of me then. Bloody amateurs
Reviewer
Dan
Location
Manchester
Date
01/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
First connection, decided to delay connection by a week without telling me. "We're really sorry about that". Second connection, left me without internet for 2 weeks "because ofcom says they have to", no further explanation. Now want to send an engineer out only when I'm in work to fix my not working internet. Wouldn't recommend to my worst enemy. Without a shadow of a doubt the worst company since the Acme corporation.
Reviewer
G. Hill
Location
Warwickshire
Date
01/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use this company
I mistakenly signed up for fast fibre broadband on 12th July and now on the 1st August I have no broadband and little prospect of it till 8th August. This is because of the incompetence and lack of interest on behalf of plusnet to deliver the appropriate router.
Customer Services have been trained to say how sorry they are in 100 ways but no training on how to resolve a customer complaint. Pathetic, but what do you expect from a bt company
Reviewer
Andy
Location
Hartlepool
Date
01/08/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Never had a problem with them. The broadband has always been reliable and consistent. Customer service have always been happy to help and I've just got a discount through webchat when renewing.
Reviewer
Mr hart
Location
Shrewsbury
Date
31/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Comments:
What a bad experience. As I could not compleate my purchase of a sim only on contract over the internet I phoned them up. Explained I was doing this for my farther who was not well but by me. He said he had to speak to my farther. He was explaining things to him that he did not understand. After 10 miniutes he handed the phone to me. I said he did not understand and I would sort it out. I was told he had to listen to it and to hand it back to him.
I said just forget i, and put the phone down.
I tried to order over the internet then, to be told I would not be able to have a contract with them.
He was abrupt and just went on and on. So I guess he blocked me from buying from them.
I then done it on the Internet with another company and was a better deal with more data and even £1.50 a month cheaper. There loss.
Reviewer
Adam S
Location
Stroud, Gloucestershire
Date
31/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Switching from BT who's service was 54mb/s to Plusnet who promised to deliver the same but turned out to be 21mb/s at best. Asked to leave after a month because of the poor broadband speed and worse reliability. Was told I couldn't leave without paying nearly £100 as an exit fee. Sent a Breach of Contract Letter, uploaded via their website and signed up for BT. Within 24 hours Plusnet were on the phone agreeing that they'd breached their contract and agreed that I should be able to leave without financial penalty. I'd never go back to Plusnet, BT might be more expensive but at least they deliver the speeds they promise when you sign up. Good honest Broadband? Bad and dishonest in my experience!!
Reviewer
Dan
Location
Didcot
Date
30/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly appalling company both in terms of product and customer service. Slow/inconsistent internet. Incorrect details taken on setting up account, making for very difficult management of account from day one. Telephone calls dropping every time calling their call centre. No sense of support or desire to rectify problems. I am glad to be leaving plusnet - do not touch with a barge-pole.
Reviewer
Joel
Location
Farnborough
Date
29/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Simply awful. Clearly had to lure everyone in with deals, only to sting us with unsatisfactory service and high exit charges. Since day one they have been unable to provide even a dialup level service, with extremely poor download and upload speeds (on a line that was perfectly fine with Sky). We contacted their team multiple times but they have consistently been unable to fix the issues. I am often told they have "changed settings which take a few days to take effect". Nothing changes. I have no trust in this company and I urge others to ignore their offer prices. I'd say you get what you pay for, except you don't even get that.
Reviewer
Clint
Location
Cannock
Date
29/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I switched from Sky due to a price increase with no notification. I subsequently got told by Sky they would have cancelled the increase to keep me. I joined Plusnet, We'll do you proud?. From day one the phone worked, day 2 I got internet but it dropped out constantly. Customer service did not know what to do and I spent 15 minutes at a time getting know where.I canceled and still got nothing then received 2 threat emails of handing my debt over to a debt collection agency via email.To use the service only one device can be used otherwise it freezes or is slower than dial up. I am frequently useing my own data to tether the family which is far faster and more reliable. Do yourself a favour and do not join Plusnet as you will regret it.There is nothing more to say.Dont do it.Sky was a superior service from day one,no need to call customer service etc just a strong reliable service for 2 years. I am now going through a dispute with Plusnet via Ofcom and making a complaint to the Advertising Standards Authority for their misleading advertising. They duped me plain and simple.
Reviewer
Dean
Location
Caerphilly
Date
28/07/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with Plusnet for over 6 years only had minor issues with line dropouts which their customer support staff seen to very quickly. I have Fibre line which has a constant speed of 47mbs to 50mbs download with 7 Devices Connected. Never had a problem with customer support as they have always been polite and helpful.
Reviewer
Muriel Wyness
Location
Aberdeen
Date
28/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
PlusNet website is a disaster - there is no simple email address to contact them and telephoning requires the patience of a saint!
Reviewer
GPD
Location
London
Date
27/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet are terrible!!! it's been 1 month now that I am waiting to have my wifi transferred to my new address. The customer service is terrible! Numerous cockups which they blame on Openreach. Appointments scheduled to patch telephone line that I didn't know off, email send with the wrong time for the appointment and so on. Every time I call them you have to wait between 20-30 min for someone to pick up the phone and additional 20-30 min to clarify the issue so 1 hour of your life wasted on Plusnet. Yesterday an engineer from Openreach finally came to install my telephone line. The line was tested and he said all Plusnet need to do now is switch on the line and I'll have wifi. Today I get an email from Plusnet saying an additional visit is required as Openreach have not closed the case. I am so fed up with them! I wish i had paid the closing contract fee and get my wifi from someone else!DO NOT USE THEM! THEY SUCK ASS!
Reviewer
Gabriela
Location
London
Date
26/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Please don't make my mistake and stay away....Even from the start there were massive red signs such as unreliable customer service (for every 1 good person in plus net there are 3 horrific ones); it took them forever for initial installation; the first 2 weeks the home broadband was cutting off all the time. Stupidly i still signed a contract and now 5 months later I can't get out without paying £220 for cancelling the contract....so please stay away and don't make my mistake
Reviewer
Mandy Love
Location
St Helens
Date
26/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely dismal. Really slow internet. It struggles to load twitter images! Catch up TV programmes break down. Internet streaming dismal. Really bad. Locked into a contract for another 15 months of this. What a disaster.All I want is the internet. Steer clear!!!
Reviewer
Simona
Location
Urmston
Date
24/07/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've used Plusnet for an year, because it was the only supplier in my area which could provide the "highest" speed. During this year, the connection kept failing and the speed was a only half from what I was supposed to have. I raised it with their IT support, as usual, the "fault" was still on my side by having too "many" devices connected to Wifi (one mobile phone, a tablet and a laptop used occasionaly - you decide how many they are). The main trap is when your contract is due for renewal, you won't receive any notification, besides the DD email letting you know that in 3 DAYS they'll take an the increased payment from your bank account. So basically, unless you are very organised and keep track for all contracts renewal, you will not have any chance to reconsider your internet provider, or negotiate the contract with them.
Reviewer
Rob
Location
London
Date
23/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I switched to Plusnet after 6 years of impeccable service from TalkTalk. I switched purely to take advantage of their super advertised speeds.
From day 1 my connection started dropping in and out. "It'll do that in the early days before settling down", they said.
6 months later and my Internet is still about as reliable as a politician. They want to send an engineer round - but will charge me for the pleasure if they can't find an issue, or somehow deem the issue to be part of my flat (despite TalkTalk working no problem for 6 years!). I can't predict when my Internet will be broken, so I'm not going to risk £140 engineer charge when there's a good chance it'll decide to work on the day the engineer comes.
I'm now stuck with this terrible service for another 12 months. At which point is will be switching to absolutely anyone else!
Reviewer
karl broadbent
Location
doncaster
Date
23/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
APPALLING SERVICE.
This company has given the most dreadful service I've ever experienced in 30 years in business. I had a crossed line which took 6 weeks for them to sort out. Call charges were incurred for calls I hadn't made due to the crossed line. After 12 calls and emails I finally thought a credit had been sorted for the incorrect outstanding amount, yet again I have received a bill saying an outstanding amount is due. The ridiculous thing is that every time they decide an amount is overdue they restrict access to my online account so I can't even see where the amount they are asking for has come from! This leaves me with no option but to call them (again) to try to sort it out. Absolutely absurd!
Reviewer
Linda
Location
Blackpool
Date
23/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst provider by far! Never works, looking for a new provider. Stay away!
Reviewer
sibbykhan
Location
burnly
Date
22/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i have a business and a residentail account with plusnet.
Both rubbish.
i was losing connection on my card machine. had to change my provider within 3 months.
engineer came said cant fix the problem. charged me extra £140.
my home broadband same slow connection reuced conection to first floor. even it was connected to the mains 3 m away on the ground floor.
DO NOT EVEN THINK ABOUT JOINING PLUSNET.
Reviewer
Leverne
Location
Ipswich
Date
22/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
This is one of the most dreadful broadband providers, kinda shocking when BT owes plusnet. Since doing a move home with this company I had nothing, but poor service. The engineer didn't install my line correctly and there was a fault which didn't get rectified until about 11 after which took me outside of my 14 day cooling off period. Then the adviser told me the had arrange for an engineer to come out if I weren't available I don't be charged 65pound. The advisor never booked the appoint ment and put down on his system I wasn't in? Really I should of been able to come out of my contract which I weren't allowed according to plusnet. Because of there inconvience caused their end I was offered half price discount for 3 months and 50 pound as a goodwill gesture. Since then they keep restricting my services when my accounts in credit, one adviser told me I cannot use the 50 pound credit towards my bill as there systems are old and it doesn't allow them to. Second adviser stated it would be refunded to my account within 10 working days. Only to find out after 2wks it was applied as a credit note to my account. Due to the poor service I have decided to go to another broadband provider. I was advised what outstanding credit I have on my account would be deducted off my final bill. Another advisor told me this is not the case as I have decided to leave them so I loose out on the credit. This is extremely appalling as your company made a huge error which you had to put right. Now because I'm leaving you want to be bad minded and take back the credit you given me. I have proof of phone calls and messages. I will be taken this matter further to the ombudsmen this better not effect my credit rating.
Reviewer
Mairead Hill
Location
Lanarkshire
Date
22/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They don’t even deserve one star for anything. As soon as BT took over the broadband speeds dropped dramatically. I can’t stream a thing between Thursday and Sunday because the speeds are so low. If you can ever get into contact with customer service (the chat is “unavailable” for the majority of the day, the link to their phone number mysteriously doesn’t work and if you post on their Facebook they threaten to block you) you’ve got more chance of being the Second Virgin Mary and giving birth to the Messiah himself via immaculate conception than you do of getting ahold of someone who will help you. Avoid at all costs.
Reviewer
Marc
Location
Margate
Date
22/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I put down a star but i'd lewve it blanc if it was an option.
I've called plusnet 150 times in the last 4 weeks. I've recently moved house and we were told it takes 2 weeks for a home move, 2 weeks later i was told that they tried to contact me about an enginneer coming around but couldn't get through to me. They ask for contact details they never use to contact their customers and the worse thing about it is they ask you to confirm those details for security reasons when you call them. None of them seem to know how to do their job or tell a customer the truth. They feed uou lies and wait for you to call back and find out its not true. It usually takes alot for me to posy a review. I've had to talk to a countless amount of idiots in that team before going through with this. PLEASE IF YOU HAPPEN TO BE LUCKY ENOUGH TO SEE THIS BEFORE JOINING THE COMPANY THEN DO NOT JOIN BECAUSE YOU'RE INTERNET WILL BE CRAP HALF THE TIME AND YOU'LL BE BETTER OFF TRYING TO FIGURE HOW TO SET IT UP YOURSELF THAN TO TALK TO THEM. Thsy have absolutely no idea what they are doing. The 2 weeks set up will easily turn into 4 or 5 weeks because they prioritise getting new customers alot more than looking after their own but if you go ahead. DONT SAY I DIDNT WARN YOU
Reviewer
Steven McBride
Location
Cumbria
Date
21/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible, ongoing issues with broadband since May, incompetent customer service, ‘won’t do you proud’ - avoid at all costs.
Reviewer
Mark Wilson
Location
West Berkshire
Date
21/07/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I've given 3 stars purely because they're not as bad as companies like TalkTalk. I had endless problema trying to get Plusnet to refer a fault to BT, they eventually did and now fixed.
In brief, after days of them fobbing me off saying things like "see how it goes" they did a proper line test and established there was a fault and a BT engineer would need to be called. Then bounced me round the houses. After about 2 hours on hold and spoken to about 4 people they said they would refer this to their fault diagnosis team and I'd hear back within 3 days if they'd found a fault, this despite them already having confirmed there was a fault.
Several people later and me not taking no for an answer and just ringing up and speaking to someone else, I eventually get through to someone who knew what they were doing and he sent this for a BT engineer who came a few days later and fixed the problem.
Reviewer
Alex
Location
Bristol
Date
21/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Is it possible that you could be further away from how you project your company on adverts...
Shocking on every angle! Double charged me for 9 months (endless battle's to get my money back) minimum 30 minutes to speak to customer service, then a web of lies to fix your faults..
Avoid at all costs
Reviewer
Gabrielle
Location
LONDON
Date
19/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service and terrible customer service. promised a £80 cash back and never received it.
Reviewer
Charles Nash
Location
Birmingham
Date
17/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Worst experience ever. I would not recommend this company to my worst enemy! Ordered broadband but have cancelled the order as there was no movement on the order for 17 days! Trying to contact their provisioning team is impossible, you can't chat only phone - tried to call on three occasions but gave up after 40 odd minutes each time, these calls were made at different times of the day. The customer service team has no interest when you contact them just kept referring me to provisioning team, aaah! When I said I wanted to cancel the order this was done straight away, no effort made to sort the problem, has Plusnet taken on more than it can chew? Now all I am waiting for is my refund, of course this could take up to 5 working days unlike when I placed the order the money was taken immediately. "We'll do you proud", in my case Plusnet failed absmaly. Thanks for letting me rant :)
Reviewer
Sean
Location
Cornwall UK
Date
16/07/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I've given a 3 star overall because I've been with PN for 12 years and 9 of those were trouble free!
Only since BT bought out Plusnet have I had any issues, and when I have there has been a complete lack of interest from tech support. Pre-BT ownership I had 4 very short times where I had issues, all resolved within a day and ALL of those were down to something openreach had done when activating someone else's line in my area.
Speed is great, I get 76 download and 22 upload so can't complain there. But I'm a gamer, packet loss has to be the most annoying issue to have! Because my speeds are fine nobody seems to care! Previously I've had someone messaging on my ticket every few hours, my current issue I've been updating with what I've done for 5 days and had one response today. If they had looked at my previous messages then they would see I've already answered those questions So it's a wasted response on their part.
If you want fast download speeds then I highly recommend. If you want a reliable connection then don't.
Reviewer
phil robinon
Location
ceredigion
Date
15/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
in this part of wales if you want good broadband you can only have BT the welsh gov have stiched us up THIS PROVIDER IS HALF OWNED BY GUESS WHO YES BT
Reviewer
Dan Simpson
Location
Leek
Date
14/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Has been disconnecting randomly for over 6 months, engineers come and go and say theyve either done something, or were unable to find a fault, sometimes it disconnects 5 or 6 times in a couple of hours, PLusnet seem to think thats acceptable...I dont
Reviewer
Stephen
Location
Pontypridd
Date
14/07/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was with Madasafish Broadband for a long time, then they become Plusnet. Never had any problems with connection - always stable and fast connection. Customer service always responsive and quick to fix any mistakes I made in settings. Recently upgraded to fibre and its more of the same - consistently fast speeds and solid connection.
Reviewer
Denise
Location
London
Date
14/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling customer service. It's impossible to get to speak to anybody who can deal with your issue - unless they're trying to get a payment out of you even if it's a payment you don't owe. I cancelled my account with these people because I was getting incredibly bad broadband connection and I couldn't get hold of anybody out of hours and even during hours I would hang on the phone for up to 45 minutes waiting to speak to an "expert" who didn't seem to be able to resolve my issue. Since then I have had numerous emails, text messages and letters saying there's an overdue balance on my account (the one I cancelled) and if I didn't pay up they'd be sending in the debt collectors. Apparently the easiest way to resolve the issue is to call a number which, of course, they always answer straight away, and pay so they can reactivate the account - the one I cancelled and don't want reactivated. Every time I reply to an email I get an email back telling me that email account isn't monitored. Every time I speak to someone they don't seem to be able to deal with the problem although they fully admit I cancelled the account and can even tell me the date when I cancelled it. Now apparently I owe a "cessation" charge on a contract I don't and didn't have. This is harassment and abuse and is causing me a lot of unnecessary stress. I never ever want to be involved with these people again. The stupid thing is, all this is apparently over a payment of just £1. Where on earth does that come from?!! My fear is that if I just pay the £1 they'll reactivate the account I don't want and then I'll be getting threatening emails, tests and letters telling me I owe a lot more than £1. It's extortion, nothing more and nothing less. My hope in posting this review is twofold - in the first instance I hope it stops anybody else signing for broadband with these hideous people, and secondly maybe somebody who can actually do something will pick this up and sort it out for once and for all and save my shattered nerves.
Reviewer
Gill
Location
Leicester
Date
14/07/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
I'm leaving Plusnet after a 12-month contract for phone and fibre. My broadband has been dropping out at least 3 times a day since the day the contract started. I suspect the main problem is the Plus One router they supply but after complaining regularly the first 3 months and being taken through the standard checks again and again, with their refusal to do anything else, I gave up and lived with it.
My broadband generally reconnects of its own accord and the outage is short which is why I live with it, but it's disruptive when it happens in the middle of streaming, or me making a VOIP call, and it sometimes stays out for upwards of five minutes. Every few weeks, there can be down incidents that last as long as 1,5 or even 30 minutes, although the longer interruptions may be the service itself playing up, another reason to consider carefully if you need a reliable service.
I never did get around to buying my own router but if you're considering Plusnet and you end up with the same problems, it's something to try.
I've worked in technical support myself and, to be fair to Plusnet, unless you have an easily diagnosed issue, all phone/broadband first line support (in my experience) is crap as the agents are limited in their training and what they can do and have to take you through standard trouble-shooting everytime even when it's obviously inappropriate.
Also, check the advertised UPLOAD speed. I was appalled to discover that the standard fibre offering limited upload to 2Mbps, and had to upgrade to 76Mbps downspped to get a decent upload, which I needed. When I called to cancel, they implied that they no longer limit upload speed on standard fibre, but I advise you to be sure if upload is a deciding factor for you.
Reviewer
Hugh Hammond
Location
London
Date
13/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Appalling customer service. Lot's of hidden fees. The price seems to go up every so often without your permission and new customers always get a better deal than existing ones. They clearly only care about making every last penny and have no concern for their customers! Awful! Do not use Plusnet
Reviewer
Justin
Location
Cambridge
Date
11/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful, was a customer for 3 years, 18 month contract,plusnet promised to reduce my monthly d/d. Never did, Continuous drop out losing signal.ment to be optic fibre, when complaining asked to buy another modem, which I did, the same problem, I payed well over what I should of done, again when complained , plusnet had no records suggesting of conversation after 18 months contract was up, still paying the same how convenient.
Reviewer
Lloyd
Location
BENFLEET
Date
11/07/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with plusnet for a couple of years after having a terrible customer services experience with BT. Had a fault with my internet and expected nightmares to contact plusnet. Phoned through on an 0800 number and spoke to a English speaking assistant. They tested the line, found a fault, sent out an Engineer to resolve which was all done in a few days. I was constantly updated with the progress and would highly recommend Plusnet.
Reviewer
George
Location
Sheffield
Date
10/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Absolutely disgusting company. Drug addicts are treated better than their customers. Never had to deal with so many rude people in my life. Avoid at all costs.
Reviewer
Weronika
Location
Caerphilly
Date
10/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Its just as bad as the post office now. I have taken it out before moving houses and asked if I will be charged a move fee and I was told I will not - then of course I was charged and they pretended to be so generous by putting it into my monthly payments instead of charging me at once! A lot by the way! The internet connection was extremely bad so we called to complain and they sent out an engineer to fix it. Apparently he did fix it but oh well all the issues continued. We just bought a house and had our wedding coming up so extremely busy and anyone who ever called plusnet support knows the phone call takes at least 1h, so we did not have time to deal with it. Got back after the wedding and holiday and the time comes to give them a call. 2 weeks ago been told new router is coming in within next few days after I explained that this problem has continued for past 6 months! 2 weeks gone past and no sign of router, no phone calls, nothing is happening. I rang them today, of course it took one hour. I have been told I cannot resign from contract because I AM CONNECTED - it doesn't matter I have speed below 16-18 even thought I should have at least 34, it doesn't matter it keeps disconnecting at least 10-15 each day and sometimes every bloody hour, it doesn't matter I have been waiting for nothing and paying for nothing! It doesn't matter I have to pay my mobile provider for extra data because when I am working I can't even use my bloody broadband!!! I have been reconnected again, waiting again, complaining again and again and again. Worst company ever. Do not sign contract with them EVER. I am waiting 8 weeks and going to ombudsman services before I loose my mind.
Reviewer
Alan Heywood
Location
Blackpool
Date
09/07/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
First class moved from Sky only £23.99 pm and £50 reward free
Reviewer
Rachel A
Location
Manchester
Date
09/07/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've been with plusnet for 2-3 years. Internet has never dropped out and speed is good for what I need which is normal browsing, don't do any streaming. I personally would recommend them.
Reviewer
Dan
Location
Uckfield
Date
09/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Switched from BT, because couldn't afford huge prices.
Broadband has improved from nothing, to now unreliable.
Low speed, frequent drop outs. Worse than BT, on same connection, so it must be inferior connections supplied by Plus Net.
Was shocked to be told that I couldn't cancel the contract, as the 14 day cooling off, applied from filling in the application form, not from the commencement of service, absolutely unethical and ruthlessly unfair.
Reviewer
matt sims
Location
cardiff
Date
09/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ive been with plusnet for7 years , They used to be an excellent company until bt bought them out , Bt do this all the time , Buy a company then drive it in to the ground so that customer return to bt and the bt brand . I have had no email for three weeks , despite promiss to fix it and hours on the phone nithing has been done , DO NOT SIGN UP WITH PLUSNET!!!!!!!!!!!!!!
Reviewer
Amanda
Location
YORK
Date
08/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We've been with Plusnet for 2 years. What a nightmare. During that time, we have had put up with prolonged and frequent downtime ie. internet connection failure and, when it did actually work, the speeds were so slow it was painful. Every time we reported it ( after horrendous waits in phone queues), we were expected to go through the same ridiculous rigmorole: having to proof that the fault is not ours. then having to wait for an engineer to come out then listening to the engineer guess what might be wrong and say they'd fixed it. They hadn't. Plusnet expect the customer to do all the legwork. If you don't tell them within 14 days of an engineer's visit that the problem is persisting, they insist that you have to go through the whole insane procedure again from scratch. they also refused to reimburse us for downtime - so effectivelly, we've been paying them for nothing. Getting on their backs to resolve things could quite literally become a full time occupation. Some of the call handlers are so obviously jobsworths, it really is pointless trying to press the the point that their service is appalling - they simply repeat the same platitudes from their scripts over and over and over again. We've had enough and are changing provider.
Reviewer
NEIL
Location
London
Date
08/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
expensive and very poor internet
took them months to install
now line cuts out all the time
they blame BT but everytime the engineer checks the line nothing wrong. its due to plusnet's cheap router over heating which they wont replace.
NEVER USE PLUSNET
Reviewer
Jack Cope
Location
Fulham
Date
08/07/2018
Ratings
Satisfaction
2.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Good, but turns off (broadband) at random points several times throughout the day, don’t know why, no warnings, very very annoying particularly when doing online work or in the middle of a call.
Reviewer
Mark allinson
Location
Workington
Date
06/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Far worst broadband company the online payments don't work straight away they also knock off the broadband without telling you even when I made a payment online the payment is classed as pending so they got the money but has not cleared I rang up about it they knocked it on but within 1 hour they knocked it back off when I contacted them again they said the internet is on but all mobiles in the house won't connect I even unplugged the router and still the phones won't connect iam leaving Plusnet because they break the contract to myself iam totally sick of it so iam leaving before my contract runs out they say they have got the payment but its pending in the system so ive got to wait 5 days the company is a joke
Reviewer
Jan Rowland
Location
Uckfield, East Sussex
Date
06/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The service and customer service is appalling. Months of phoning to try to resolve the problems has been so frustrating. The service does not improve, it gets worse. You just get nowhere having spent hours on the phone you are just fobbed off with nonsense. A very dissatisfied customer along with many others it appears.
Reviewer
Ian
Location
Herts
Date
06/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I cancelled a switch to Plusnet but they failed to stop it. They then cancelled my account after they performed the switch that should not have happened. Now I have no service. Their customer service has been awful. They don't get the significance of their error. Every time I call it's like Groundhog Day. There is no record of my previous conversations with them. NEVER USE PLUSNET.
Reviewer
Aiden
Location
Arnold
Date
05/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Noooooooo don't do it. This company is useless. We got connected 11 days ago. I'm looking for a way out already . Super slow. Terrible customer service. It's all lies and deception. The cooling of period is from the day you sign not the day of Installation they told me.
Reviewer
Rachel
Location
Bradfors
Date
05/07/2018
Ratings
Customer Service
4.00 stars
Comments:
Ok service if you only want to use it before 7pm... which really on a weekday isn't helpful at all. I can actually tell the time by the broadband crash
Reviewer
Cat tomas
Location
Bath
Date
03/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband is terrible, cuts out all the time, customer service is awful, they say they will ring back, they don't, then send you a video to watch!! Makes no difference, They have ME trying everything to make it work, but nothing...over 12 months if terrible product and service which they still charge me for... The BT sub-station is 10 foot from my property and I am in the same room as the router?? And I am outside using my Tesco mobile to connect to this!!
Reviewer
Bill
Location
Leicester
Date
02/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful WiFi range you can take your mobile device less than a metre away and you will lose connection. The speed when you actually get a connection is dreadful. The broadband goes down multiple times daily which makes it almost impossible to do anything. Highly recommend staying well clear it's not worth the money at all and after a week you'll be begging that you headed my advice.
Reviewer
Sasha Poppy
Location
E17 London
Date
28/06/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Although friendly on the phone, they're systems are ridiculous. All the different departments don't communicate with each other. I've moved out 28 days ago, told them before I was moving and twice since and still haven't been able to pay the closing balance! I'm wondering if I'll get charged another months worth now? Even when they phoned me to pay (after calling twice trying to pay and being passed to different departments and STILL not being able to pay) the same bloody thing happened! I still haven't managed to settle up...how many times do I have to call to give them money for a mediocre broadband service??
Reviewer
Dave P
Location
Bath
Date
28/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful line speed; varies from about 0.28Mb/s to 15Mb/s during the week without any changes on our part. Plusnet are unable or unwilling to sort this out. We are now involving the help of our MP and the Ombudsman. This company was once good, but now are terrible. Thank goodness I'm with Zen for my business.
Reviewer
David C
Location
Caernarfon
Date
27/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I changed to plus-net 3 month ago after having 5 years trouble free withe another ISP. It was the worst thing I have ever don nothing but problems after problems, if you think of calling the support line you should set aside 2-3 hours, that's how long you will be on the phone and that's just waiting to get to talk to some one. Do your self a favour don't sing up with P/net. Get a divorce instead that's quicker and less stress.
Reviewer
Rakesh Swamy
Location
Renfrew
Date
26/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible broadband service.. paying for 45mb per second but can only get 3 mb per sec. internet drops all day. Why can’t you provide a reliable internet when you promise all your customers to do.
Reviewer
Shannon
Location
Wales
Date
25/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking broadband.Was okay when we first signed up to it but we decided we needed faster Wifi so switched to unlimited fibre wifi and calls,Just a complete waste of effort and money. Considering its supposed to be a set price for the wifi they charge us more and more every month. We only use the phone in emergencies but that shouldnt matter as were still paying for unlimited. The broadband goes down about 10 times a day now sometimes down for up to half an hour or more. Cant use social media,watch netflix or youtube or even game on it because its that slow.You have to turn the wifi on and off on your phone just for it to work. Yesterday i done a commection test and my download speed was 1.1kbps! Now when youre paying over £50 a month for “fibre” you expect to get it. Quick enough in taking money off you but cant provide decent broadband services! Avoid at all costs!!!
Reviewer
T
Location
Sheffield
Date
25/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with Plusnet for ages and please for the love of god do NOT go with them. I honestly regret it so much. We have lag so much and when we call up about it we are greeted by "there's nothing on my end"!! Well it's happening on someone's end and it isn't ours as we only have one thing running at the time.
Speed is ****
Internet is horrible
Plusnet is just pure dog doodoo
Reviewer
Frederick
Location
Northampton
Date
25/06/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I was with Plusnet for a year without any problems. But after signing a new one year contract and paying line rental upfront problems began. First month overcharged by £8 and when I contacted them after 30 minute wait I was refunded immediately and assured that it would not happen again. Next month overcharged by £19 pound, after numerous calls and emails it was eventually resolved after nearly two weeks. I can't wait for contract to end so I can switch
Reviewer
claire
Location
London
Date
23/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish company. I with them when they started , I came back to them some time later and gave had nothing but problems.
Poor connection...a lot of the time no connection ,low speed and dreadful customer service where they fob you off with loads of technical jargon and basically do nothing.Apart from that the waiting time to talkto someone is usually around 45 mins. Im leaving and actually cant wait to get away.
Reviewer
GEOFF DEGG
Location
STOKE ON TRENT
Date
21/06/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Just moved to 38mb package. Started off at around 24mb, but plusnet persisted and sorted all my issues with very in depth communications. Now getting the full 38mb service. Very pleased with service and price
Reviewer
sara
Location
Nottingham
Date
21/06/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have nothing but positive for Plusnet, I moved to them from Virginmedia because I was sick of the constant bill increases and dire TV. I wa sharply watching TV and used broadband mainly at night, paying around £50 plus a month from a quoted a £35 a month, After 20 years of loyal service I tried to get a cheaper package but Virgin wouldn't go there so I made the jump. So far so good and I've been with Plusnet since april.. there's been no prbs, internet is fine and being used a lot, customer service has been fine and my bills are a healthy £25 to £28 a month. Much happier
Reviewer
Sonia
Location
London
Date
20/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was with Plusnet previously and the Broadband and telephone were satisfactory - however due to the lack of customer services I decided to leave for a year and return with new contract. BIG MISTAKE. The Broadband was unreliable and after a year I asked for Fibre and was told they could not provide in my area. I cancelled and they have taken £76 cancellation fee + every day I am receiving new direct debit amounts that they are taking. The staff are very polite on the phone but the company is the most inefficient I have every dealt with!
Reviewer
Helzi74
Location
London
Date
19/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had endured fourteen months of sheer BB misery as as soon my service switched to Plusnet. I had taken out a package that promised 17-24MB and only received an average of 6MB throughout the contract. Apparently my speed had an 'automated cap' on it but for the life of me, i could not understand why this could not be removed despite dozen's of of calls anf hours spent. I had to put up with pathetic excuses, much to my annoyance. I'd spent hours trying to resolve this but to no avail. Basic surfing was a nightmare, nevermind doing anything else. Finally, i had had enough and had terminated my contract ensuring i'd done everything to notify Plusnet in advance.
It's now been five weeks since i've switched and Plusnet's still attempting to take monies out of my account and has not closed my account. I never write reviews but my experience with this company was absolutely shocking. Please, please, if you are looking to swith providers then do yourself a favour and go elsewhere. This company's a joke!
Reviewer
Mark
Location
Kettering
Date
19/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So far absolutely rubbish. Been with Plusnet for 5 days, with no phone line or internet connection since joining them. "Customer service" involves being put on hold for ages and transferred from person to person. Regret paying for a year up front and wondering if I will actually get any internet or phone service in the next year!
Reviewer
Franko
Location
Berkshire
Date
19/06/2018
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
The start with Plusnet wasnt the best but a complaint receved prompt attention, from courteous customer services.
I think they have now cracked it! and all seems well.
Reviewer
Callum
Location
Glasgow
Date
17/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst internet provider I have ever been with. originally I thought it might have just been downloading updates for the first week but to no surprise it is always unbelievably slow, it cuts out far too often than it should be getting to the point where it will disconnect every 5 minutes. This wouldn't be much of a problem for any normal household but it's the fact I spend so much time online wether it'd be Netflix,games or just on social media and it just keeps getting worse. We cannot even switch provider because ethe area we live in is apparently not within range of all the providers so it seems like we're stuck with this...
Reviewer
Adrian
Location
Dunmow
Date
16/06/2018
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I have been with Plusnet for almost a year. Customer service is really good but internet is very slow. Modem looks cheap and connection fluctuates. Not happy with price rise. Switching internet providers.
Reviewer
Michael H
Location
Cambridge
Date
16/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
An abomination since their takeover by BT. Got a problem? You can't contact them on-line because the facility is perpetually down; & so they tell you to phone, while keeping you on call-waiting for an hour. This is supposed to be a broadband & telephony provider. Disgraceful.
Reviewer
Catherine
Location
London
Date
15/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling service all round from the very start. Had to cancel after 2 days of aggravation and then charged for the privilege. Would never go back to them nor recommend them to anyone.
Reviewer
Claudia
Location
Surrey Quays
Date
15/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
-No internet
-Contact support queue for 45min
-When finally booking engineer to fix internet: nobody appears but if can't make it they charge 65 pounds!!!
Reviewer
David
Location
Dalkeith
Date
15/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling service. Communication with the company during many faults weren't resolved and cancelled fault teams without keeping me in the loop. Went without WiFi for long periods of time and VERY overpriced. There's cheaper and faster alternatives. Only upside was a few of the team on the telephone were kind.
Reviewer
James
Location
Weston super Mare
Date
15/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking service was with them for about 7 months and never had internet speed which they said id get and thats when I actually had a connection AVOID THIS COMPANY
Reviewer
Chloe
Location
UK
Date
14/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I have been with Plusnet for over two years after a lot of people warning me against it due to their customer service, I had no problems until this year. In April my broadband started dropping and the WiFi was really slow. I first reported this problem on the 19th April. I have phone logs and e-mails confirming this. I had this ongoing issue with the broadband until the beginning of June. I work from home due to mental health so having WiFi is essential, I expressed this to Plusnet time and time again. A lot of the time I came off the phone in tears as it was like talking to a brick wall. I had to work from the library which was stressful and expensive. I spoke to Plusnet on Tuesday to inform them that I was not happy that I had to pay for the time I didn't have any broadband. Plusnet replied that they could only refund from the 19th May as this is when the fault was first recorded. I couldn't believe that it had taken them a MONTH to even record the problem. If they had recorded the issue and tried to resolve it when I first reported it the issue could of been resolved 4 weeks earlier. That would have made my life A LOT less stressful! After a long debate on the phone they stuck with the fact they couldn't refund me anymore and when I asked why it had taken them 4 weeks to even report the fault they couldn't give me an answer "I don't know there's nothing we can do." I then asked to speak to a manager he replied with "we don't really have anyone you can contact." I am massively disappointed and I will definitely NOT be renewing my contract in July. Who wants to be with a company that don't care about their customers?
Reviewer
Stephen
Location
Sutton Coldfield
Date
13/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Guarenteed speed 28.9mbs actual speed 9mbs. 50 mins on phone to customer services. BT was 17mbs They are going to call me back, but will that be before or after the 14 days that I have to cancel?
Reviewer
Les
Location
Moffat
Date
13/06/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Have been problematical on and off. Billing was a problem but technical problems are worse. On latest occasion I lost my internet. Thinking it was a problem with my computer I spent 3 hours unsuccessfully trying to fix it. It was then I discovered that a BT engineer was working in the area and somehow had changed my phone number to someone else in the area! This meant no internet for me. Best they could do was get an engineer back in a couple of days! Fortunately the other person who now had my phone number managed to get it fixed by BT this morning. OK, had my phone number back but no internet. Spent about an hour on the phone to Plusnet waiting 30 mins to be answered then another 20 minutes to fix the issue. Happy now except I then got a text message from BT wanting me to confirm my need but via a connection which didn't do replies and asking me to contact Plusnet direct! I wasn't going to hang on Plusnets free phone for another half hour and managed to send an email I had to discover. Not confident Plusnet will contact BT given current mess.
Reviewer
Victor
Location
Glasgow
Date
13/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
3 months already with just 0.2 Mbps
Reviewer
D LYONS
Location
LONDON
Date
11/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am a new customer and, nearly 3 weeks on, am still waiting to be connected. Customer service is very difficult to contact and on one call I waited over 30 minutes to speak to someone. Needless to say all the promises about getting me on-line have so far been untrue...
Reviewer
Charly
Location
Clapham
Date
09/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet are a joke!
Worst service as people constantly hang up on you after you hold for 20mins....
no one wants to help - more interested to transfer the call around so you have to wait another 20mins!!!
Service doesn’t work- the router is constantly Orange!!!!
Reviewer
Beverley
Location
Southampton
Date
09/06/2018
Comments:
No stars! Absolutely awful customer service. I had what I thought was a productive online chat to arrange to change broadband and phone to Plusnet. 3 days later I received a text from BT to say I would not be getting a final bill as I had retained some services with them. I rang BT and was told Plusnet had put in an order for my phone but not broadband, then cancelled that order. I rang Plusnet, waiting 15mins for a service assistant. They told me that BT had refused to release my number. Back on the phone to BT who denied this, pointing out that Offcome would fine them heavily if they refused to let me keep my number. BT also offered me discounted rates to stay with them. Back to Plusnet - I asked who was lying? When I told the agent what the first agent had told me she said "Oh, that WAS a bit of a lie!" I asked them to cancel my oredr and repay what I'd already paid them.
The saga went on though as Plusnet then sent a second order to BT, who thought I'd changed my mind and was going to Plusnet after all. Once again I rang Plusnet who promised me the order had been cancelled. A couple of days later I received another text from BT saying they were sorry I was leaving them - Plusnet had NOT cancelled the unasked for order. I've now had to jump through hoops to get BT to cancel Plusnet's order as Plusnet seem incapable of doing anything I've asked them to do.
DO NOT USE THEM.
Reviewer
G a ward
Location
Burton
Date
09/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer services a joke speed appalling getting worse,interruption of connection a regular occurrence. C. Services do not appear interested even after repeated calls. The tv advert is a complete lie about the service provided.
Reviewer
RPatel
Location
Harrow
Date
08/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Signed up with PLUSNET as they were advertising cashback, signed directly with them thinking that i will be getting cashback okay fair enough I had claim this and it would not be automatic. Waiting for 3 months to receive an email to claim cashback now I am told that I did not signup with cashback offer but sign up in non cashback website without cashback so I am not entitled.WHY would a Company have two options with and without and not to honor want they are advertising. I am cheated!!!
Reviewer
sean kirby
Location
goole
Date
06/06/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
When they're good they're very very good.
When they're bad they're awful.
It took 10 days to get the broadband up and running again, as they accidentally ceased my line.
Then they "jumpered" me to Sky equipment in the exchange, which wouldn't work for 3 days until a BT Openreach engineer (excellent) sorted it out.
I was dismayed by a Plusnet woman in the Leeds call centre (Asya) who just wanted to argue with me. She inflamed a bad situation, but all is OK now.
Reviewer
Michele
Location
Preston
Date
06/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a waste of time plusnet are. I have paid for fibre for the past 2 years with a minimum speed of 60. Well I was lucky if I got 20. The past 3 months service kept dropping off so service intermittent. Each time I called there is an average wait of 28 mins before you speak to anyone then you get told a different thing each time. The latest there is a fault on the copper line agree to pay £65 and we,ll send an engineer. No chance I’ll find another provider. So I switched to BT and guess what no engineer has been out but speeds shot up to 51. I would advise avoiding plusnet the service is shocking and waiting 28 mins every time you want to speak to them is a disgrace. If they wasn’t that bad they wouldn’t be that busy on the phones.
Reviewer
Emma
Location
Welwyn
Date
05/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible. Disconnected me without authorisation and now have to wait 10 days for reconnect with no compensation. Avoid at all costs.
Reviewer
Nice Nigel
Location
East sussex
Date
04/06/2018
Comments:
No stars here..Been with plusnet over 3 years..Rubbish service..overcharged..try getting that back !..now wanting to cancel but told can not do that because when I moved home 18 months ago they re-started another 24 month contract because they cannot transfer..now they want money for not providing a service...as for the customer service agents..pay peanuts get monkeys..told one thing by one of them to later be told that I should not have been told that...what a bunch of idiots..broadband comes on and goes off whenever the mood takes it...no where near the speed I pay for...they now want me to pay a cancellation fee...I think they owe me money..bad service..bad customer service...bad company...AVOID AT ALL COST..Note to employees...If you do not want to be shouted at over the phone by irate customers like me then do not work for a rubbish company..you know when you speak to customers your lying...In the time it has taken to write this my broadband has gone off and back on about 4 times...I need it as I work from home but it is off again..I lose money when that happens but they do not care...and you have no chance of getting any money back..
Reviewer
Andy
Location
Salisbury
Date
03/06/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Surprised to read the negative reviews of PlusNet on here. I've been with them for 10 years and I cannot fault their customer service and value for money. Ordered PlusNet TV and the youeview box came the next day! All worked perfectly, and whilst I was on the phone they offered a reduced renewal on my broadband which meant the TV package was was effectively free. Speed seems fine, we watch netflix, YouTube etc a lot with no problem.
Reviewer
Mark
Location
Caerphilly
Date
03/06/2018
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Felt I needed to add a review as after deciding to switch from Sky all the reviews were bad for plusnet and I was starting to think I had made a hugh mistake. However the change over went smoothly and on the date they had agreed, the new router arrived the day before also. When I plugged the router in was expecting problems but no everything worked 1st attempt. So what about speed of broadband? Well was getting 18mbs with Sky and now 21mbs with plusnet so a slight increase so all good. The WiFi on router is good can get it in all rooms but we are a bungalow. The only downside which might be due to the WiFi channel the router is on, is that if we put the microwave on it disrupts the WiFi for streaming. Have Googled and apparently WiFi and microwaves use the same frequency. So far plusnet have delivered everything they said they would and perhaps people only write a review for this kind of service when they have a problem.
Reviewer
Paul
Location
Wetherden, Stowmarket
Date
01/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer for 3 days. Speed less than 50% of the guaranteed minimum. Caller ID Paid for and in not happening so all calls are being refused. Router placed in the same place as its predecessors has so far proved weak and unable to power the Sonos system beyond a few metres. All in all a VERY disappointing start
Reviewer
Cas Sandra
Location
Coventry
Date
01/06/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Constant problems with dipping connection & speeds. Customer service poor -- long wait times, don't follow through with solutions offered. WORST VALUE FOR MONEY for existing customers. Customer for 5 years paying nearly double compared to what new customers pay & compared to most of their competitors. LOYALTY TO PLUSNET IS AN EXPENSIVE CHOICE. Could've had Zen Internet for the same price who by all accounts deliver on speed & customer service.
Reviewer
Heather
Location
Southwest London
Date
30/05/2018
Ratings
Customer Service
2.00 stars
Comments:
I’ve been a Plusnet customer for just over one year, and the speed has been exceptionally poor - consistently less than 2mbps, very frequently less than even 1mbps. They sent an engineer out who was a general contractor (ie not a Plusnet employee) whose explanation was that the Plusnet routers are rubbish, which would explain why I’ve had O2 and Sky in the same property with no problems. I even tried having Plusnet send me a new router but no better speed. Customer service through the past year has been in a range from frustrating to downright combative. I will never use Plusnet again and will tell everyone who will listen to avoid.
Reviewer
John
Location
Brighton
Date
30/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can't trust what you are told by customer service by way of promotions, prices or replacement routers. Told one thing by customer service only to be told it's not true or valid when I talk to the next, meaning when they offer something (i.e. Introductory Voucher to cover cost of engineer callout) you really have to fight to get it.
Worst service I've received for anything ever.
P.s. Speeds are naff, paying for 10-19mbps, only get max 2mbps
Reviewer
Hayley
Location
West midlands
Date
29/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID!!!
Taken my money and 4 weeks later no communication, and still no fibre. Contacted them - orders not even been placed. Cancelled will go elsewhere. Had my money for 4 weeks and actioned nothing!!!
Reviewer
Matt
Location
London
Date
29/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish customer service. Engineer simply did not turn up to install my router for second time now. Shocking. 2 weeks waiting time and still nothing. Dont recommend to anyone as this company is a joke
Reviewer
Louise
Location
Sussex
Date
28/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Bad broadband, appalling customer service - rude and unreliable. Please help yourself and avoid at all costs! I’m really fed up that I’m tied into a contract with them!!
Reviewer
Paul
Location
BATH
Date
25/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disapointing, cannot understand why they seem to have reasonable scores for customer service etc. Suppose many other ISPs are even worse. Just spent one hour on phone to technical support and eventually got back on line, mostly by undoing what the previous technical advisors had told us to do, eg "stick a pin in the reset button, if it restarts then wait 3 days to see what is really happening", or else, "just wire it all up with an ethernet cable" [we are paying £39 per month for a wireless service!]. Looking for an alternative ISP but they all seem as bad as each other.
Reviewer
David Jackson
Location
Worksop
Date
25/05/2018
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Best service and speed I have ever had
Reviewer
Adam
Location
Bromsgrove
Date
24/05/2018
Ratings
Customer Service
2.00 stars
Speed
3.00 stars
Comments:
Moved from BT to Plusnet 6 months ago and have been very disappointed with the poor service. When it works the speed is good but it is extremely unreliable and constantly drops out and makes using it for anything impossible, including sending this review (crashed the 1st time I pressed submit). Avoid!
Reviewer
Liz
Location
London
Date
24/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Set-up process relatively simple and quick (in theory), but just as terrible as the rest of them:
- Set up over the phone & agent took address down wrong
- Notified they'd cancelled my order when the line wouldn't go through
- Told previous tenant must still be on the line, and to ask landlords to check - found out myself later by checking account that address was wrong
- Broadband set-up delayed already by address mistake
- Router didn't arrive, told on the phone to wait a bit longer
- Phoned again and they finally realised they had only changed the billing address to set up line and payment, but not the address to send the router so it was delivered to the neighbour
- Sent out another emergency router to work address which never arrived (supposed to get there next day)
- Told us as gesture of good will that we would get downtime refunded and one month free which never materialised
- Next customer support agent said they couldn't honour what had been promised before - and there had been no notification that they weren't refunding as promised
- Eventually agreed to keep to previous good will gesture after asking to speak to manager
So basically, every single time I have had a touch point with their customer services they've made mistakes - every single time - which has results in absolutely terrible customer service.
Also - speed is quite slow on average (Central London), and the very very small print is that you also have a £120 fee to cancel the broadband within a year. The £30 you're quoted clearly during set-up is only for cancelling the line - £120 to cancel the broadband is extra.
The ONE plus point is that the customer service agents are really pleasant, but there's obviously training gaps which mean they consistently make errors that go on to create terrible customer service overall.
Reviewer
Alberto
Location
Kent
Date
23/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
You get what you pay.
It is cheap, however the line is intermittent and slow most of the times.
Be careful when you leave them, as when you notify them, they will send you an email to acknowledge the fact you're leaving, however they will then deny and explain that the email was automatically sent. They will finally charge early cancellation fees. Probably best to send them a letter to cover you in case you decide to leave them
Reviewer
Robert
Location
Scotland
Date
22/05/2018
Comments:
Absolutely terrible, would not recommend it to anybody - connection extremely unreliable, horrible customer support cannot get anything sorted i found myself phoning up around 7 times during 2 months and my broadband is still only half working. Worst broadband i've ever had.
Reviewer
Cas
Location
Coventry
Date
22/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a PlusNet Customer for years. We've been paying £45 pm for super-speed but it is barely adequate, HD rarely loads on anything. I have queried this several times and on my last call they promised me a new router. 2 months later, still no router. I tried to contact them, the online chat is impossible to join and who wants to wait up to an hour or more on the phone? I've given up. I've wasted so much time and money on a service which is worth more like £9.99 per months. I will just switch. Was really pleased with PN in the early days, but since it's been bought out, it's just like every other large provider, full of promises but rubbish in practice. Might give Zen a go, the Which? gives it a 91% customer satisfaction score whilst the next one down gets 71%.
Reviewer
jeffrey
Location
hertfordshire
Date
21/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
I recently changed my broadband package from BT to Plusnet, BIG mistake , i lost all internet and tv etc after plusnet took over and continued to have no service for some days after switch over i was told that i had now got broadband service up and running but i did not have any service, i emailed plusnet as it is impossible to contact them by phone?? unless you have an hour to waste waiting in a queue? so i got on there online chat line to get some support and was told that i had not paid my bill? i told the plusnet chat representative that i had already paid the first month plus the set up fee, and had had nothing in the way of service ? after wich she said that i had had broadband working for last 6 days? only it had not even switched over for 6 days, i had list patience with this complete incometant person on the other end of the chat line and said that i will be cancelling contract, it was like talking to an idiot, now renewed contract with BT, dont entertain plusnet as they are useless with Zero customer support
Reviewer
Ovidiu
Location
Hayling Island
Date
19/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For the past few days, the internet is not working and this matter affect my income and my financial situation. I keep calling PlusNet and waiting near an hour until someone is answering and all of them are telling me to wait for 6 days. The customer adviser are treating the customer without respect: I asked what is their complaints policy as I will like to make a complaint and the response was "log in into the portal and there you can make the complaint". How to do this if I don't have internet?
So following my experience, I will not advice anyone to sign a contract with PlusNet.
Now I am looking into finding other internet provider.
Reviewer
Chrismc20050
Location
Belfast
Date
18/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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!!
Reviewer
Kathryn gough
Location
Dudley
Date
18/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was tempted by the cheap price and got a cheap service. Continued loss of connection terrible download speed and appalling customer service led me to cancel my broadband and despite the broadband not being for for purpose I still had to pay £120 fee to leave. Now with virgin Costs a bit more but fantastic service and I don’t have long pauses during tv shows or have to wait 10mins to read an email.
Don’t waste your time
Reviewer
Kate
Location
Reading
Date
18/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One month and 2 days without broadband and still waiting. Plusnet are owned by BT and rely on Openreach to provision, so they don't have control of the omnishambles - my order has been "accidentally cancelled due to system error" 3 times, the "problem at the exchange" has happened twice. Just awful service.
Reviewer
Michelle
Location
Tyne and wear
Date
17/05/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
supposed to be best for customer service, well I would hate to see the worst.I called three weeks ago to report a line fault, no phone line and intermittent internet.firstly finding a phone number to report the fault wasn't easy.Then it took 30 minutes to get through.The guy carried out a line test and said there was no fault and it must be my equipment have I tried a hardwired phone.No I hadn't so end of call as I would not agree to the charge.Being a very busy person I eventually went out and bought a hard wired phone.Guess what no phone line.I rang back and they said no fault on line but their obvs is.48 hours later openreach came out and said my phone line was kaput.It was 97mtrs from my house and he could see the fault on the test.He also said the line must have been faulty for ages as it had been nicked in the manhole.Thanks for nothing Plusnet.
Reviewer
Dan
Location
Chester
Date
17/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
1 month and 10 days without internet, and a poor customer service experience. Unable to take ownership of mistakes, unable to follow basic requests.
Reviewer
Rav
Location
Birmingham
Date
16/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worst company ever dealt with. The telco industry has the worst complaints than any other. companies like Plusnet and Talk Talk are the worst of the worst. Why are Ofcom and The Ombudsman doing more to help us consumers. I am taking Plusnet to court.
take my advice and go elsewhere. not sure exactly where as they're all as bad as each other im afraid.
Reviewer
Al
Location
Sheffield
Date
16/05/2018
Ratings
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Pricey after the initial contract and terrible customer service.
Originally I had Broadband and Phone for £19.99 a month. Over time the cost has crept up now to over £33 per month for the same product! Plusnet hide the prices rises by separating out the products after your initial contract - BB - £9.99 per month, Phone Features (free calls) - £7.00 per month, then Line Rental Saver - £16.45 per month - Total £33.44 from an initial £19.99 for the same product.
Also, customer service sucks. They're polite but when it comes down to eg a router issue, after 1 year, the router is "out of Warranty" meaning you have to buy a new one if it goes wrong. No free replacement. Have to ask just what am I paying £33 per month for? I can pay for a service I can't use because the provided equipment has gone wrong?
Also had a lot of reliability issues albeit it's been good for a while now.
Reviewer
Hals
Location
England
Date
14/05/2018
Ratings
Customer Service
2.00 stars
Comments:
This is terrible. So unreliable and it's on and off when you need to use it for IMPORTANT things. Definitely don't recommend. Yeah, Sky is expensive but at least it actually gives you WiFi. Unlike ~ some ~
Reviewer
Happytoleave
Location
WGC
Date
14/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Some of the others reviewers experiences could have been written by me. Was told if BT cant sort my problems I can leave FOC and was then virtually called a liar when I asked to leave. Useless internet which PlusNet admitted was "barely usable" but still tried to charge me to leave! Majority of staff were great but one was ridiculously rude to me. Felt like I was going round in circles until I insisted on the problem being escalated to a manager and despite them trying to tempt me to stay with a deal I decided id had enough and am in process of leaving.
Reviewer
Nick
Location
Thirsk
Date
12/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Pretty awful experience on the whole. Extremely unreliable internet, contact customer service, long waits, gets sorted for a week or so then becomes unreliable again. Repeat ad nauseum. So glad they decided to raise their price for this awful service as it allowed me to get out of the contract and go to another supplier. I will say that although their waiting times are long, you always speak to somebody in this country. That’s the only positive thing I can say.
Reviewer
Melanie
Location
Essex
Date
12/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
By far the worst company. Terrible customer service and poor broadband speeds. They couldn't care less about their customers or feedback.
Reviewer
danny
Location
uk
Date
11/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ordered sim only,cancelled it within 3 days because i went with another provider,didnt refund my initial payment and didnt close my account so got another bill,called them and they said if i dont pay it i will get a bad mark on my credit file,completely their fault and they said i have to make the 2nd payment or i cant close the account.
*****AVOID AT ALL COSTS****
Reviewer
Jas
Location
nottinghamshire
Date
10/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I switched to Plusnet broadband and will now have to move away. everything about this service is poor.
The broadband speed is terrible, 1.6Mps, reliability is bad with frequent interruptions to service.
It takes an average of 10 mins for them to answer the service helpline.
Unless you call the new business line which they answer at the first ring.
They have just refused - yes, refused - to send an engineer out to fix the problem. They told me they don't like to do that because OpenReach charge them £160 call out fee!
Don't bother with them. They are one of those rubbish businesses that do not even try to deliver what they advertise.
If I were a Yorkshireman, I would have them thrown out of Yorkshire for damaging out reputation.
Reviewer
Janet
Location
Axbridge
Date
09/05/2018
Comments:
Total crap just been on hold for nearly an hour, supposed to have been set up over a week ago and then this afternoon, appalling service am going to try to cancel this
Reviewer
Kaulana
Location
Cornwall
Date
09/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking service so I decided to switch. Rang up to get acc number & sort code to make final online banking payment. Advisor refused to give it to me. I said id send a cheque in then as i didnt trust plusnet with my card details, then he said " or you can wait for debt collection to catch up with you!" Was so shocked I asked to speak to a manager who apologised. So glad I left them.
Reviewer
David
Location
London
Date
08/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Be aware that while getting a reasonable first price this will increase as they automatically put the price up every few months (due to alleged improvements in their service) Then when cancelling they will charge you a £30 fee for leaving. Service in general is pretty slow specially on weekends. Avoid at all costs!
Reviewer
G. Dumani
Location
Twickenham
Date
08/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely disaster. Fibre optic I dont think so. Very old age!!! Cant eait to terminate my contacts. This only happens in UK. You have to pay for something you will never receive!!! I wonder how they get away with this scam.
Reviewer
Pip
Location
London
Date
06/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Want to watch Netflix? Forget it. Youtube? Dream on. Plusnet's broadband is more like dial-up. The connection keeps dropping out, the speeds, when it's actualy working, are poor to say the least. AVOID!
Oh, and the cheeky-chappy northern bloke routine is massively irritating.
Reviewer
can’t wait to leave
Location
WGC
Date
06/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet service is non existent. I can’t use my internet at all! I have had a BT engineer tell me I need fibre to get any hope of using internet. I had been told by tech I could leave FOC if it’s proven that they cannot give me the service I’m paying for BT engineer confirmed that. Yet now when I say ok I want to leave then, Staff suddenly start being obstructive and saying they need proof I was told I could leave! why would I lie? It’s hassle for me to change providers! They said they will let me change to fibre but I don’t want to stay with Plusnet as they are not the cheapest fibre provider and frankly I don’t trust them anymore and I certainly don’t want to stay with a company that just stopped short of calling me a liar! I have made a complaint to OFCOM as I feel it’s so wrong to try to push another contract on a customer who wants to leave because of already poor service.
Reviewer
Lyn
Location
Cornwall
Date
05/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid this company! Broadband drops out all the time and is cut off when you have an ongoing dispute with them. They didn't update my address even though they moved my service to a new address! and customer service is incompetent, complaint unresolved for 4 months. Relieved when they increased prices so I could get away from them.
Reviewer
Ri
Location
Worthing/Steyning
Date
04/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The most horrendous ‘customer service’ I have ever received. Moved home which required an engineer to set WiFi up at the new address waited in on two occasions both times they visited the old address even though new address confirmed on every single phone call ever made to them. All but one person I spoke to was rude & told me incorrect information, even put my calls back in system to be answered after telling me they were putting me on hold. I’ve had no WiFi for 3weeks I’m still paying for the service & paying £65 a time for a engineer. Now I want to cancel they’re charging me £128 or I can pay for a third engineer, a moving fee & start a new contract to remain a plusnet customer. AVOID AVOID AVOID!!!!
Reviewer
Neil
Location
Eastbourne
Date
03/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely hopeless. I signed up on 13th April. After a few communications with "order being rejected" and undeciferable reasons as to why there was a gap of a week with nothing happening. I added a note to my "Customer Support question" to ask them to contact me. After two days still no more contact. I then said that I would cancel my order if I did not hear from them on 24 hours. Within an hour I had a call back. I was told that I had told them that I had a working phone line but now it transpires that I hadn't. In fact I had told them I didn't have one but they were adamant at the start that I did have one. They then told me that I needed to pay another £50 to get a line installed. 24 hours later I htne get this message ....
"Your orders have rejected due to Fibre not being on a waiting list. This means there are no spare pairs at the cabinet." ...
This is not customer friendly language. Indeed all their communications come across as aggressive and seem laced with penalty clauses or charges e.g. if I hadn't been there when the engineer called then I would have to pay an additional £66.... Good that they are upfront but there are much friendlier ways of phrasing it.
Anyway - now it transpires that not only do I not have a phone line but I can't have a broadband connection either. Bizarre really as I live in a town centre. They had told me that, having checked I could have a superfast 76MB connection. So, order has been cancelled and I have swallowed hard and gone back to BT.
DO NOT WASTE YOUR MONEY AND TIME TRYING TO USE PLUSNET.
Reviewer
Adam
Location
Hastings
Date
02/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Had issues they didn’t help broadband connectivity useless I left!!!
AVOID
Reviewer
Jack
Location
Horsham
Date
02/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Insist a line needs to be installed for appartment in very new block of flats. Reluctantly I pay the £50 connection fee and set a date for installation. 3 days later I receive an email requesting I phone plusnet to give them the imaginary phone number for the line I don't yet have. Hold for 20 minutes. Then told immediately I didn't need to phone and it was an admin error. Then they rebook my openreach installation for 4 days(!) after the initial date I booked. Due to personal circumstances that day is not viable so +5days. Thanks plusnet.
Reviewer
griffith
Location
willenhall
Date
02/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
internet keeps dropping out,phoned several times each time told they would phone me back,never did.increased price half way through,more expensive to cancel than run with contract.never again!!!!!!
Reviewer
Sara
Location
Kent
Date
01/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am literally at the end of my tether. I’m trying to start up an ecommerce and blog and I cannot even watch a 30 minute documentary on Netflix. My broadband is dropping out every 10 minutes! Plusnet have lied, asked me to stay in for engineers who never come, made me feel like I am being unreasonable and it has been going on like this for 4 months! I’ve had 4 BT engineers here over the last 2 days and it’s still not fixed. I wish I had never signed up for this! Plusnet customer services are not for purpose!
Reviewer
Tibs
Location
Gwent, South Wales, UK
Date
01/05/2018
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
So, I've decided to write this review because it's past my years contract, they're about to raise the price, and I'm browsing for alternatives.
That all being said, I've mostly had a fantastic experience with PlusNet. My package promises 60-80Mbps (7.4-10MBps) download, with a 9Mbps upload. Which excluding my first month (where I was "accidentally" put on the 52Mbps package, which was quickly fixed) performed superbly. No slowdown, and when I had to contact them (online and phone), excellent customer service.
Now, if I did have to throw in a minor nitpick, I'm not a fan of the router. It's not particularly bad, but not great either. I would like to have access to more settings, including the ability to manually control all in/outbound connections, and change/configure a DNS and VPN. Not a deal breaker, but (as I mentioned) is a nitpick, and can easily fixed by purchasing a better router.
Reviewer
Jim
Location
Manchester
Date
30/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst provider ever, AVOID with a BARGEPOLE extended.. Leaving them asap., been patient with them several hours on support and engineer visits.. Broadband didn't work properly,. Poor speeds. Extremely long waits at Customer service. Price rises..and the list goes on and on...
Reviewer
Dom
Location
Oxford
Date
30/04/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Package costs creep up from ephemeral first-year competitiveness to subsequent loyalty penalty, and really dreadful customer support: it's not unusual at PlusNet to be waiting on a web chat for half an hour to then be 'connected' to non-existent non-typing person. As PlusNet is a BT subsidiary, they are not going to be competing hard on service or pricing. I'm migrating my several PlusNet accounts.
Reviewer
Rice
Location
St Andrews
Date
29/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
At least one connection drop every day. The agents are rarely helpful. Price rises every year. Really disgusting. Avoid.
Reviewer
DB
Location
Lancs
Date
28/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
slow speed, near impossible to get to speak to anyone!!
Reviewer
Patricia
Location
London
Date
27/04/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I've joined Plusnet on the 8th of March thinking that I would have fiber in 10 to 12 days. After long hours on chats and phone I've managed to have a basic ADSL broadband until the fiber arrives. It's the 27th of April, no fiber, but paying for a fiber contract! From "forgetting" to contact me, to mess up with the orders, no communication between their employees, inefficiency, you name it. I wish I have read these reviews before I joined them. Don't be fooled by their awards, they might have bought them.This company is a joke and you shouldn't make any contract with them.
Reviewer
M
Location
East Lancashire
Date
27/04/2018
Comments:
Long waiting times to speak to a member of staff.
Broadband connection lost due to another work in the area affecting my line. So why they don't have the courtesy to inform their customers of this? Very disappointing service throughout
Reviewer
James Harley
Location
TN380PH
Date
27/04/2018
Comments:
Excellent broadband but prices regularly increasing
Reviewer
Mike A. Kathmar
Location
Chard, Somerset
Date
27/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Absolutely dreadful in every respect.
Reviewer
Stephen
Location
Edinburgh
Date
26/04/2018
Comments:
The worst provider ever. Left them after 3 months. Lost phone number at start up. Broadband didn't work. Poor speeds. Long waits at Customer service. Price rises.
Awful company to deal with
Reviewer
Tom
Location
Colwyn Bay
Date
25/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Current speed, 0.2mbps
Logged problem, "they will get back to me quickly..." How quick? "Within 72 hours".
That's not quick. Not by a long shot. This is a business service we have and this is a joke, it has to be!?
I would not recommend them to anyone. They fob me of every time a problem arises and try to scare me into not getting an engineer round. "You will be charged £120 if we can't find a fault from our end".
Don't believe their marketing schtick about them being all customer focused. I fell for it...
Reviewer
adobewombat
Location
Teesside
Date
25/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Appalling experience with plusnet. Connection drops out repeatedly. My order has been messed up again and again, paying over the odds. Only moved to them because BT was so bad, and these are worse. When on the phone the people sound helpful then they don't do what they promise.
Reviewer
Christopher Neave
Location
Spixworth Norfolk
Date
24/04/2018
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
About 2 miles from telephone exchange and on fibre to the cabinet then 200m copper wires. Early morning before 8.30am good speed but then slows down as more people are on internet. afternoon much the same and worse after schools are finished. Sometimes it will say websites are not available as it takes so long to load them. Been told the exchange needs updating but as more properties are built in the area so more people using the internet and it gets slower. Also told other providers are much the same.
Reviewer
colinac
Location
Truro
Date
23/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Why did I ever sign up with this company. I have had 5 engineers out now in as many weeks. The one that came yesterday (Sunday) said all is ok but my internet still keeps droping out and I have a phone line that crackles. There is a BT van on my road nearly every day. It would appear they fix my problem then have to come out to fix a problem with another property. When they do that (in my opinion) they mess up my line again. Fast- I don't think so. Reliable- Never. Cheap no way. I called this morning and asks to be put through to faults and I was told "they don't have a number". I also cannot find out when my contract with them runs out. Come on PlusNet sort yourselves out. Enough is Enough
Reviewer
Jim
Location
Scotland
Date
22/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Nightmare regret switching to them, buffering all times of day even buffering when listening to radio, this happens on any device. Mabey time to concentrate on value for money service instead of taking pride in customer service ...this experience has been like a step back in time as far as internet speed is concerned. I WILL NOT be recommending these providers to anyone
Reviewer
Daniel Bali
Location
London
Date
19/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Comments:
Avoid like the plague
I ordered a broadband connection on March 2nd. Paid a large amount of money upfront too. They mixed up the first engineer appointment, so I had to take half a day off work for nothing. It's April 19th today, I finally got my router in the mail and they supposedly turned on my connection by now. And of course it's not working. The "broadband" light is blinking on the router. I tried contacting customer support but of course nobody is available on their online chat or the phone. This is a garbage incompetent company, avoid them if possible.
Reviewer
phil robinson
Location
ceredigion
Date
15/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worst broadband i have ever had and they do nothing about it just take a lot of money for a service not fit for purpose and tell me i cannot have fibre here only available if you have BT i smell a large rat
Reviewer
Susan swan
Location
Perth
Date
14/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Still harassing me with calls and letters over what they say is an outstanding amount. Despite 3 calls and each time they admit this is their error and they will have it sorted out. ABSOLUTE IDIOTS.
Reviewer
Marc newman
Location
Oxford
Date
13/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When processing my new deal for fibre all went through ok. Next day I receive a message saying my new number will be. Hold on I want to keep the original number. So rang customer services to get that changed. All was done ok my end. This was was 28th March. Was told I would be connected by 9th April. Result. On the 11th I was still waiting for confirmation to say I've been connected. For some reason my order was cancelled. I was then told i had to wait til the 25th which is another 12 days. After plenty of arguing with 3 unhelpful members of staff all they were going to offer me was 9.99 refund off the next bill. So they already took my 24.99 off me. They wouldn't give me my 25 pounds back and wouldn't get me connected any earlier. So in temper I cancelled and got full refund back. I've stuck with current provider now but upgraded to fibre which was still a better deal than these clowns offered me. Fuming Plusnet wasted almost 2 weeks of my time and then wanted to waste 2 more.
Reviewer
Dm
Location
Bury
Date
11/04/2018
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Great customer service they’re having a laugh
They are charging me £30 for going to another provider after the minimum term has ended. The small print says if I leave p-net and don’t go with a provider that uses bt I have to pay £30 termination fee. Thanks for keeping that quiet
Don’t trust anything they say
Reviewer
Sarah
Location
Ballymena
Date
11/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really slow speed with regular buffering for the first time in years. Took the unlimited fibre extra, the fastest speed available in my area with plusnet estimating speeds far above my then supplier. The reality is their speed does not come close to my previous supplier, Talk Talk, how I wish I had stayed with them. Customer services tell me it’s my problem and to try all these changes with my set up - none of which work. Then they say the guaranteed speed is only for direct hard line connections. Who doesn’t predominantly use WiFi? No one I know. I didn’t have these problems with any other supplier. Thankfully it’s only for a year, four months left until I can escape. DO NOT CHOOSE PLUSNET - THEY ARE WORSE THAN RUBBISH. There were no reviews from Northern Ireland that I could find when I signed up or I wouldn’t have touched them. Every time their TV add comes on I get angry.
Reviewer
Alexander
Location
Gorleston
Date
09/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Great company! If you like waiting half hour for a 2 minutes clip... Terrible service, tried calling multiple times and they didn't even pick up... Finally got hold of someone and they said they would sort it.... They didn't. I don't know if it is incompetence or greed that's the route of this shambles of a company but seeing as they're jacking up prices for a terrible service, I'm guessing greed. I hope Your inadequacy doesn't extend to your personal lives or you'll have some very disappointed spouses on your hands
Reviewer
Paul Allinson
Location
Northumberland
Date
08/04/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Main complaint is slowness of their webmail email
Reviewer
Kate
Location
Paisley
Date
07/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor service loss of signal frequently
Took 8 weeks of (slow) fighting to get them to accept fault and fix. Didn’t fix.
Abrupt and often rude staff at end of a very long phone call ( average waiting time 30min) with lots of accidental disconnections. Dreadful company who seem to be operating at the most basic level. Impossible to deal with and awful broadband service. Never again!
Reviewer
Stephen dawson
Location
London
Date
05/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful corrupt company, tempt you in with deals and offers then charge high fees to move home or end contract. Web chat slow and normally can’t resolve queries without having to phone their customer services. Long queues in phone with abrupt advisors who are happy to tell you and email you directly after the call that they are going to pass details to debt collectors if you don’t pay charges.
AVOID
Reviewer
Oyka
Location
Oldham
Date
04/04/2018
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Wen I call first time to finde out all info about I had good service the men on the phone give me good deal and we done online account and all settled up...
Was a bit disappointed about promises in 10 working days will receive cash back check, but newer recived any think....
Was agree by phon about instaletion day but they chenge that, sending message with new date but no times there, I try to call 7 times to finde out what time they are coming, to be at home, but newer get true... Thanks God, this men come after I drop child at the school and I was at home... But if not -it's will be penalty 65 £ ...
Broadband speed is fine but every now and then dessapire...
In general not bad , but some thinks really disappointed!!!
Reviewer
Hammertime1984
Location
South East
Date
30/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful. Avoid.
They draw you in with cashback offers , but then don't pay the cashback and "customer service" reps contradict each other and lie to you.
Woukd have been cheaper to stay at previous provider.
The Plusnet hub is useless too, signal constantly drops out so you have to reconnect all the time.
Save yourself the hassle, rude & deceitful customer service and look elsewhere for your broadband needs.
Reviewer
phil robinson
Location
ceredigion
Date
29/03/2018
Comments:
IF YOU WANT BROADBAND OR MOBILE PHONE OR TRESTIAL TV DO NOT COME HERE
Reviewer
Richard
Location
Cheshire
Date
28/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor........frequent problems..........very long waiting times on the phone.
Stay away
Reviewer
Broadband user.
Location
Rugby
Date
28/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible, awful, rude customer service. Staff are incredibly unhelpful! Avoid the service is not worth the terrible customer service
Reviewer
Price
Location
Bedford
Date
27/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Jan
Location
Manchester
Date
27/03/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Moved back to Plusnet after the worst 18 month stint with postoffice broadband. Everything took place exactly as promised, I was notified of provisioning in good time and my broadband speed has jumped to at least 5 times the speed it was on postOffice (pobroadband is Talktalk in disguise).
Very pleased overall.
Reviewer
Ben Smith
Location
Lewes
Date
26/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst thing in the world. Constant problems, no one following up or trying to help, hours and hours of my life wasted.
It's been almost a month and still no live internet connection. What the heck is going on?
Just don't put yourself through it.
Reviewer
Rico Moore
Location
Congleton
Date
26/03/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Have been with Plusnet Broadband for over 4 years and have just renewed my contract. They matched Talk Talk prices without any problem and the whole renewal is so easy. I have only called C/Services twice in 4 years which solved my problems immediately and my BB speed is constant at 10 mb/s which is fast enough for my needs. I would not hesitate to recommend.
Reviewer
Mr I Murray
Location
Cornwall
Date
26/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
BEWARE of this very dubious company.
BEWARE of this very dubious company.
At the end of contract they continue to take payment saying they shall refund you.
In reality they keep over half an entire months payment for providing 60 hours service before your new provider takes over.
Avoid
Scammers
Reviewer
Anne
Location
Fareham
Date
25/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We moved to Plusnet 3 months ago and since then haven’t been able to download a TV program to watch. Appalling service in my area.
Am I fed up? Yes. Do I regret moving providers? Yes.
Reviewer
Veronica
Location
Cheadle Hulme
Date
24/03/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wait for ever for phone to be answered by customer service. Email to customer service manager not responded to. Never know when broadband will be working
Reviewer
Vid
Location
London
Date
24/03/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Although I've recently moved to another provider due to more competitive pricing of broadband and calls abroad package I have good things to say about Plusnet. Service was very reliable, UK support helpful and pleasant to deal with. Even when it came to terminating services everything was handled properly including arrangement of a refund for overpayed service days.
Would not hesitate to be customer again in the future.
Reviewer
Anna
Location
Worcester
Date
23/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We discovered that someone that did not work for our company had set up a personal Plusnet account. When we reported this they not only refused to close the account but continued to take money for a year before finally admitting via a web chat that we were in no way liable, We cancelled the payments only to have the "debt" passed to their collection agency. We have been advised that they have behaved illegally and are in the process of complaining to the ombudsman and making a claim against this outfit.
Reviewer
Tony
Location
Chester
Date
22/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Speed and reliability are fine but customer service is ZERO.
They have problems invoicing me from time to time (their fault not mine) and you CANNOT get hold of them on the phone to sort it out. There is no web based assistant you can contact and no email I can find. RUBBISH!
Reviewer
christopher
Location
manchester
Date
22/03/2018
Comments:
had nothing but trouble with their wifi coverage can only use in the same room as hub.Had this for 14 months so I decided to switch then they informed me that my contract was for 24 months not the 18 month I agreed on.Was told it was all on tape the conversation I had with them about the contract length.I asked to hear the recording but they have lost it convienient.They then produced a email stating it was for 24 months and I agreed .I not get this email when I took the contract on or I would of cancelled it straight away.I DONT KNOW ABOUT PLUSNET DOING YOU PROUD MORE LIKE DOING YOU OVER
Reviewer
Lyn Davies
Location
Cornwall
Date
21/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Worst customer service ever! Dismissive and incompetent, can't wait to leave.
Reviewer
Denis
Location
London
Date
20/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very bad day today. Plusnet took money for the first month of a new contract, didn't provide services yet (so no internet at home) and now when I'm trying to cancel the contract they charge me for £350. Going to tell everyone to not sign any contract with Plusnet. It is a trap.
Reviewer
Mark
Location
London
Date
20/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
To sum it all up, we have faster dial-up connection in the Philippines, than this nightmare. Avoid.
Reviewer
Sam Mac
Location
Perthshire
Date
19/03/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The promises don't match the results. When we've had a problem it has not been quick or easy to rectify with Plusnet always blaming a third party for being slow or not responding.
Broadband speeds never as good as advertised - again an excuse of where we live. Reliability generally good but always ups snd downs. Bills never match what is quoted and they put prices up mid contract
Reviewer
James
Location
Hampshire
Date
19/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
webpages always hanging
Slow speeds
Constantly drops connection
Had to pay for an engineer to visit and tell me the plusnet router is faulty and plusnet then changed and still the issues remain
Reviewer
James Hart
Location
London
Date
17/03/2018
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've moved from TalkTalk which is by far the worse company I've EVER dealt with. Plusnet is by far better with good reliability, good value packages and generally good customer service from people who are located in the country who can understand what you're saying and you can understand what they're saying. Customer hold times can be long but there is an option to do webchats which are wicker (assuming you have internet connection). Overall a very good broadband provider in a market full of crooks
Reviewer
Ian lister
Location
Halifax
Date
16/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I really wished I'd read reviews on Plusnet before joining...the main reason being I wasn't aware that it's owned by BT...(nothing british about BT).secondly all the negative comments I can relate to and I haven't even been connected yet or received my router !!!
I've now been waiting 4 weeks but the best thing is these people arnt stupid as they delay the order as much as they can so then it's very difficult to cancel after the 14 day cool down period...this company is full of promises and lies,when ever contact is made they all say the same "I will just put you through to the correct department"....that is after numerous times trying to get through to them ....THE WORST COMPANY IVE EVER DEALT WITH ...NOT SURPRISING THOUGH AFTER ALL IT IS BT !!!!
Reviewer
Darrell Briggs
Location
plumstead Woolwich
Date
16/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst I have ever had
It NEVER WORKED same record every day when you call
We are working in your area it will be fixed by 3:00
For MOUNDS SAME RECORDING OVER AND OVER AGAIN
this should be ILEGAL FOR ANY COMPANY TO DO
DO NOT USE THIS COMPANY!!!!
DO NOT USE THIS COMPANY!!!
DO NOT USE THIS COMPANY!!!!!!
Reviewer
Susan
Location
Scotland
Date
16/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful experience from the day I joined Plusnet. I have had connection problems, then staff failing to adjust settings at their end after saying they had, upgraded package not being actioned but taking the money for it, and now they are billing me for more than
agreed, I have been on the phone with them and tyhe agent has just acused me of lying about everything. He was speaking total rubbish, and even told me he knew better how the direct debit system worked than I did despite being a bank employee. Agent was very aggressive and angry on the phone, and even phoned me back after I told him i had enough and was hangig up, I presume to harangue me further. Luckily for me I have a call blocker, and he was presented from doing so. I joined because they advertise "award winning customer serive" this is a blatant lie, and their customer service is truly awful. I now have months of paying over the price I agreed for a terrible service. I had to have Openreach engineers out twice, and the second one was not authorised to work on the wiring in the building, despite Plusnet being adamant the problem was in the house, which it turned out not to be. I will never ever use plusnet again. They are by a mile the worst ISP I have ever used.
Reviewer
Jack
Location
MANCHESTER
Date
15/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As bad as BT which is no surprise since BT took over. Broadband drops out and worse thier crappy router does not pick up the connection so it has to be reset manually. Speed is poor - due to drop outs lasting until you manually reset the router which can mean 20 hours of zero connection depending on how often you are home. Service - utterly disgusting - 30 minutes every time you need to speak to someone about the awful service and a completely cretinous system of point blank refusing to change a payment date because- in their words - "it is impossible". It isn't - its because they don't give a toss about their customers.
Reviewer
Valeriya
Location
London
Date
12/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
awful experience; advisers couldn't solve the problem for three weeks; with my new provider, my internet works perfectly well
Reviewer
bob
Location
Aberdeen
Date
11/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service, bad technical support. They all lie if they don't know the answer to a question. If you have a connection issue they will blame it on your router. When you buy a new router they blame it on your line. When you wait in and the engineer finds no fault at you end. They'll make needlessly disconnect you phone for days then say they have send the Engineer out again, "forgetting" that he was only here a few days ago. Eventually they discover the numerous faults at their end. Faults are always at their end! Then when you decide to leave Plusnet you suddenly you start experiencing the same unreliable connection that you had 6 months ago. Then they lie... Occasionally you get someone who isn't as thick as two short planks but that's very rare. Don't use them and watch out for other so called providers that are "serviced" by Plusnet too.
Reviewer
Amanda
Location
Oxford
Date
10/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company we have dealt with. Slow broadband , and at times no broadband, constantly having to try and re-connect. Having to use 4g to access internet on my phone. Our contract is up in July and we will not be dealing with them again. Worst decision we ever made joining plusnet.
Stay away from this company!!!
Reviewer
Adam
Location
St Asaph
Date
10/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have fibre broadband with plusnet.
Shocking speed and reliability - on broadband speed checkers speed comes up as just over 5mb/s. With uploads coming in at less than 1mb/s.
Thats not even the worst of it though - on average Broadband will crash on at least 5 occasions a day where it completely goes off for 5-10 minutes at a time for both wired and WiFi connections.
Plusnets customer service whilst meaning well are totally useless and do absolutely nothing - seriously do not believe the we'll do you proud - what they actually mean is we will do nothing.
Seriously avoid this company easily the worst broadband and customer service I have ever experienced.
Reviewer
Sindy
Location
East London
Date
10/03/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have been with Plusnet 18 months and I rarely had to contact them. The Internet slowed at peak times, I had the medium speed package. The prepay line rental was a bit of a rip of as it kind of meant you stayed with them longer as the broadband was 18 months and the line rental discount 12 months. But at the time I moved it was still a reasonable deal.
Now however, they have more customers they are treating existing customers poorly. I waited an hour for a new deal, despite saying they treat existing and new customers the same, in reality they don't. When I questioned why should I stay when they weren't offering me a good deal, I was told you don't have to stay with us! So with customer service like that I didn't. SSE offer better deals to existing customers and for super fast broadband, line rental and calls I am only paying £2 more than medium broadband, line rental and calls. Use a comparison site! Plusnet have dropped standards and are greedy for money than customer service now!
Reviewer
platts
Location
newcastle
Date
09/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
very poor staff not helpful will be glad to get out of this poor service tv adverts misleading they don't give a f++k about you I said I send a letter to ceo he said I do not care never go with them again they belong to BT so that's out of the frying pan into the fire as I left BT BECAUSE OF SAME THING
Reviewer
kevin baker
Location
boston lincs
Date
09/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
From day 1 the service from Plusnet was appalling. A complete opposite of what they advertise.There customer service was even worse.I spent hours waiting for somebody to message me back on there messenger service(often been upto number 70 in the queue) as i could never speak to anybody in person. Quiet ironic as they are a telecommunication company!!There are far cheaper deals out there aswell- steer clear that is my advice!
Reviewer
Mohammad
Location
Birmingham
Date
09/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service ever!!! They don't even deserve 1 star. Very rude. They changed the terms and conditions without my knowledge. Also refused to give me the ombudsmens number. Lies lies lies. Missold me a package and now every i called to get the ombudsmens number they put me on exessive hold and then cut me off!!
Reviewer
Michelle
Location
Crewe
Date
08/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I will never renew a contract with them.
Their complaints procedures are non exsistant - the call centre staff keep you running in circles and other than hollow apologies you will find no resolution to complaints.
They switched my current home off a week earlier than the move date and cannot get the new house up and running for a month at least.
They will still take payments for the services though at an inflated rate as I moved house mid contract!! Even though they have a catalogue of errors in my service they want 200 to allow me to cancel my contract!
Buyer beware!
Reviewer
Vape Man
Location
ESSEX
Date
07/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Got a message from them after 5 years about renewing my domain name that was FREE. I have had major trouble talking to someone about it, I call them and they cant put me through to anyone and am assured someone will call me back. Next day I get a text message asking how my support call was handled. They closed the ticket without calling me.
So I opt to let my domain expire and grab it back as soon as I can after it's released, I click the "Let this domain expire" button and the message said "This domain will be allowed to EXPIRE", Plus.net then renew the domain at no cost to me for two years holding me to ransom, I cant edit it or change anything it says restricted or I don't have access to this. There should be a law against this type of piracy, I now have to pay a transfer fee more than the renewal.
I really don't like plus.net at the moment tho I did have a trouble-free 5 years. hey ho if I hadn't renewed my contract a few months ago I would leave.
DONT, I repeat DONT chose this company if you want good customer service. The support has gone right down the pan and to be honest It's looking like there not going to be around for much longer. Possible a buy out.
If I could give ZERO stars I would.
Reviewer
mb
Location
Glasgow
Date
07/03/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I was a customer for three years. No problem with the service. I don't care about price. It worked, it wasn't outrageously expensive, fine. I was way outside of my contract term. I could have searched for cheaper providers. But I don't care about prices.
Then I'm moving home. I call them up and say that I'm moving so can you move the service to my new flat. Some guy, who I believe was Indian or Filipino, had a really hard time with the English language, says "Yes, we can transfer your service. Oh, but there's no phone line at your new property. That will be £65 to install. But we'll waive that if you sign a new contract."
I knew about this scam already. So I declined the offer. I don't want a new contract. Just continue the existing contract.
He said he can offer a lower price. So I humoured him. Maybe it's an amazing deal. It was £9/month or something. I don't even know how much I'm paying now. I don't care about the price. I just don't want a hassle.
Then he quickly says that it's a two year contract. I couldn't believe what I was hearing so asked him to repeat it. They were offering a two year contract. Or else you can continue with your existing rolling contract.
No broadband provider in the UK, including PlusNet, is offering two year contracts to new customers. Why would they try to lock an existing customer, who's been happily paying an inflated price for years, into a two year contract?
Total scumbags. And horrible business people. They lost a customer over this nonsense. A customer who does not care about the price.
Minutes later, I signed a 1 year contract with another provider for less than what I was paying Plusnet. And this isn't a scam introductory rate, it's just the normal rate.
Reviewer
Rt
Location
Camb
Date
07/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
First signed up the broadband was brilliant and soon after the broadband would drop out every day for hours for some reason at certain times I rang support and talked for 30 mins they said it was a problem with me I rang again they had me unscrew the socket in my wall and I rang a third time they said to change the broadband channel and after the many hours and pointless waste of time activities I had to go through nothing has resolved the issue in anyway DO NOT CHOOSE THIS PROVIDER
Reviewer
mrs m hargreaves
Location
Eldwick
Date
07/03/2018
Comments:
PlusNet are a joke, no landline for 2 days thought it maybe due to the bad snow, rang plusnet who said it was an exchange fault and the engineer would sort it, should have been 2 days ago,now I'm told its going to be another 2 days cause the engineer who they say went out must have missed the fault, lets see what happens, not holding my breath, very angry customer
Reviewer
Tom
Location
Enfield
Date
07/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Paid upfront for broadband, they kept pushing the installation date back so left and asked for a refund as was within the grace period. 3 months down the line they still haven't refunded me and are they are refusing to investigate why. I don't know how they get away with customer service this bad
Reviewer
Jim
Location
Motherwell
Date
07/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible broadband, I need to continually access the router config page and change the wifi channel, it may work for 1-2 days (sometimes only a couple of hours) then I need to go back into the router config page and change the channel again. I need to keep changing the channel until I find one that is half decent, the process of doing this is tedious. I believe the issue is with the router itself, it doesn't look like an N series router provided by Sky or Virgin, plus net say if I want to upgrade then I need to buy my own router from a third party.
Reviewer
Mark Sutcliffe
Location
Lancashire
Date
07/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We suffered daily outages and micro-outages for a period of six weeks from September to November last year. The outages were eventually resolved but the Mbps speeds never reached the claimed performance - they never exceeded 8Mbps.
But when this fault was resolved, the issue with the incoming calls kicked in. The phone would ring once then cut the call. We thought it was our phones initially and replaced them with new handsets at a cost of £89.99, but the problem persisted.
Eventually, after several attempts and calls to yourselves, an engineer came out and said he thought there was a problem with the physical infrastucture, but then said he couldn't do anything to resolve it.
We had to call yourselves again and go through the whole line-testing rigmarole before a second engineer came out and spent several hours on site resoving the connection issues.
He made it clear that earlier problems with the broadband, the slow speeds and the incoming calls fault were all down to this physical issue with the line coming into the house.
As I indicated to you earlier in our conversation, after investing so much time trying to get these faults resolved, without bothering to press for compensation, it leaves a REALLY bad taste to be hit with what I consider to be excessive and unreasonable charges for early termination.
It may be a contractual obligation, but there are fair contracts and unfair contracts, and I consider this to be the latter.
I am determined to escalate this case to raise the issue of excessive tie-ins with senior management.
I will also go through all channels open to me to seek some sort of retrospective compensation for non-provision of the service.
I also feel that it raises questions of mis-selling. The address supplied was a rental property and I don't think a 24-month tie-in is really appropriate for tenants subject to a 6-month assured shorthold tenancy.
The landlord decided to put the property back on the market at the end of the tenancy, leaving us with no option but to move out at short notice.
I found Plusnet to be arrogant and unsympathetic in their handling of this issue and this has added to what has already been an extremely distressing experience for my family.
Reviewer
user_cbg
Location
Cambridge
Date
07/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Comments:
Poor customer service. Unable to get anyone on the phone. Chat agents incompetent. I only joined them for BT Sport. Once BT Sport becomes available elsewhere I will move away.
Reviewer
Julian
Location
Moretonhampstead
Date
07/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The speed and reliability was patchy, it was fast mostly, but frequently just cut out or went slow.
But the real problem is that you cannot communicate with them. I usually had to wait 30 minutes on the phone, the chat option is always unavailable and email is not offered.
Avoid this company pay a little more for better service and only use companies that allow email communication.
Reviewer
Tammy
Location
Torquay
Date
07/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I had read these reviews before signing up. My Sky broadband was switched off yesterday to make way for Plusnet but I haven't received a router. I contacted Plusnet, that took 25 minutes just to get through to someone. She said she would email me details of how to connect to Wifi through my Sky router but using Plusnet broadband....I didn't get an email. Very unimpressed so far. I wish I had stayed with Sky.
Reviewer
Callum
Location
Essex
Date
07/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband is very poor constantly buffering on all devices and cits out constantly, not to mention they may be cheaper than others but the wifi is just terrible
Reviewer
scott
Location
bristol
Date
07/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
the following is my response to Plusnet and yet still no respone:Hi
I am sorry but this is totally unacceptable, we ordered this service over a month ago, and we have only just had the telephone line switched over to you. I have come in this morning to find our internet has been shut off and your new router will not connect, because we have to wait a further 2 weeks. Surely the name BUSINESS broadband tells you that we need broadband as a business to function. We joined Plusnet after seeing your adverts promoting your main selling point - great customer service. Well, I would ask now, where is this great customer service? We have just spoken to Rob and have been advised that this is just the way it is and that there is no way of escalating this complaint, no-one else to speak to and no way of getting this dealt with urgently. All in all, a very poor start to our relationship with yourselves.After just reading reviews on broadband.co.uk, i wish i had never of bothered, your customer service reviews are terrible, could someone please take ownership of this and sort it.
Reviewer
Faith
Location
London
Date
05/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed my mother up to plusnet over a week ago. They have taken the upfront charge of £206.88 and cancelled the order. They are refusing to connect her within the normal 10 days leaving someone who is officially in the vulnerable category without phone or internet in poor weather.
I am so disappointed in their response, they avoid communicating on the problem using texts rather than calling as requested texting and lengthy delays in responding to calls and chat. Their ads do not portray their real service.
Reviewer
Elaine
Location
South wales
Date
04/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Only writing this out of desperation. Joined Plusnet 16 jan and had no landline till this weekend. Broadband is non existent and has now lost me 2 days pay. Can only write this as using my mobile. I’ve spoken to many lovely people in customer support but just want to use broadband now. No problem with my previous provider
Reviewer
Conor Coull
Location
Aberdeen
Date
02/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible! I would not recommend them to anyone. It took 8 weeks and endless phone calls to listen to incompetent customer service dance round questions and give false promises about getting sending an engineer to fix the wifi. After so many pathetic excuses and promised dates I cancelled and then got my wifi up and running BT within a week. Plusnet will do you proud? They did anything but that...absolute waste of time and money!
Reviewer
Ellen
Location
Middlesbrough
Date
02/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I have had one of the worst customer service experiences in my life with plusnet. I rang through to see how I would go about cancelling my account and the guy came on the phone really rude " why do you want to cancel" I explained that my speed is slow then he said " well you cant your stuck with us till 6 more months" this guy (billy) coninuted to be very rude so I asked to be put through to complaints. Only to find they are even worse! when omar came on the phone he sounded like he had just got out of bed and could not be bothered to speak to me like a human. I would strongly advise anyone to AVOID THIS COMPANY.
Reviewer
Paul Allinson
Location
Northumberland
Date
02/03/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Broadband speed and reliability fine. Their webmail email is near to useless. When I complained was informed I wasn't paying them to provide email! They helpfully suggested I open an outlook account etc
Reviewer
chris
Location
London
Date
28/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay Away from this Company!!
Unfortunately I have joined this company since October 2017 and Since then I don't have WIFI. I have tried more than 15 times to contact the company but the waiting times was killing me(waiting time around 20-30 minutes in the best cases)so during these three months I was Paying for no Service, Finally I succeed to get in touch with the customer service which doesn't know anything about customer service actually,
I have spoke to three of them member staff whom they were absolutely rude by all meaning of word not helpful and didn't try to solve the problem. they are not honest as well and denied to have any engineers in the company and when i insist to send me one, the told me will be extra charge of £65.00.I refused that as it's them obligation to solve the problem without any extra payment.they are completely not professional.
Now the problem with WIFI still exist and no one care to help me, they just taking your money.
if was possible to rate this company (0) or even minus I will do so as it's the worse company I ever had in UK.
useful advice stay away from this company,Finally they should call it PLUS SHI... NOT PLUS NET
Reviewer
Graham
Location
Bexhill
Date
27/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling treatment of a customer who had been loyal for 18 months. I asked for a fibre upgrade before we moved into our property that had been occupied previously by a friend, with Plusnet ADSL working ok. Fibre ran at half minimum speed during the 10 day settling down period. Advisers could not improve on this.
Then, the day that they were supposed to bring across our previous phone number, they messed that up, leaving us with no broadband at all for (so far) 20 days.
Twice they have promised to get us back up and running with ADSL as it’s quicker to set up than fibre, just to get us something, as my wife needs it for work; and twice someone has overruled that and reordered fibre. We are currently expecting to have fibre in another 10 days, meaning we’ll have had no Internet for well over a month!
I formally complained and have had no response. I have asked 3 times for an update in the last 5 days with no response so I had to ring them again. It’s hard to pin down an individual to discuss a complaint.
Do yourself a favour and avoid this company.
Reviewer
Ben
Location
Blackpool
Date
25/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company. Awful mps well below what i was sold and had two modems and have had by line "turned up" from there end and unrestricted! Went back down again a few weeks later. Engineer cost £144. Poor customer service, poor service all round! Check out there trust pilot reviews for a more accurate picture of this company.
Reviewer
jill
Location
LEOMINSTER
Date
25/02/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The internet service is fairly reasonable, with some slow connections and more annoyingly, no connection at all every month or so which entails me having to turn the router on and off - something that never happened with the BT router I had previously.
However the customer technical service is appalling. Twice I have had problems with a) my printer and b) no connection even after turning the router off and on. Both times the Plusnet assistant was trying, unsuccessfully, to help but then the line went dead. I get the impression that after an allocated time, the call is cut off if the problem is not resolved. Both times I sorted out the issues, and I am no techno geek, so I would have expected the Plusnet (knowledgeable??) assistant to have been able to do the same. The second problem was definitely internet related (concerning my IP connections) and not a device problem, which seems to be their get-out if they can't help - blaming the device and not the internet service. Technical support definitely needs improvement.
Reviewer
Linda
Location
Didcot
Date
24/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I am disgusted. Ripped off as a single pensioner! I was not notified of new contract. It was automatically renewed without my permission. No email notification to give me a chance to go elsewhere. Rang and complained. They got me a slight reduction from nearly £30 a month to about £25. Blackmail as far as I am concerned. If I leave I will owe £170 (these figures are approximate) disgusted! I have complained to no avail!
Reviewer
Jack
Location
Edinburgh
Date
22/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If it was possible to give zero stars I would. Was guaranteed 20 mb/s but in reality only get a maximum of 10 mb/s. The router they sent us is also faulty and turns off at random points during the day or currently drops by a crazy amount of ping. AVOID AT ALL COSTS.
Reviewer
Adrian
Location
Rugby
Date
21/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband ever!
Reviewer
Ken Elks
Location
Canterbury
Date
20/02/2018
Comments:
I was told to expect minimum broadband speed of 32 Mbit with fibre, possible even 40 Mbit. What I got, after signing up, was 11 Mbit, not only that it has always been erratic and constantly running even slower or losing contact altogether. A few weeks ago we lost internet access for over three hours. E mails to complain remain unanswered and ignored, phone to complain and there is always as 45 minute queue so I have never been able to speak to anyone. The final straw today is that I have been locked out of my plusnet email account. I can't wait for my contract to expire so I can go elsewhere. Total rubbish service.
Reviewer
GT
Location
Glasgow
Date
20/02/2018
Comments:
Signed-up on 27 January 2018 noting the 10 working-days minimum set-up period. Called 20 February to check on installation. Advised that due to staff error, the process had not yet started so would have to begin the 10-day period again (quoted 6 March as earliest installation). Advised Plusnet that my BT contract ended 1 March and so I would either have to go without broadband for about a week (assuming they actually installed on the 6th) or stay with BT on its £42.99 per month rolling contract until I found another provider. No matter what provider I go with (I'm excluding BT's ridiculous service and charges)I'll have to wait the ten-day period and pay BT more than I would elsewhere. Plusnet simply not interested in this - awful customer service.
Have emailed Plusnet's Chief Financial Officer - Andy Baker - but not holding my breath. Anyone thinking of Plusnet should look elsewhere.
Reviewer
JR
Location
Carmarthen
Date
20/02/2018
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Legalised theft. After a 1 year contract which I paid (despite having left the property their broadband and phone was supplied to) this company demand a "cessation fee" to end the service. My new provider is BT and although Plusnet said if your next provider is part of the BT group, they will waive the fee, guess what? Yes they found a way to justify not doing so. Apparently it's because they did not have to change to BT at my new address. I explained that as the provider here was historically BT this saved them the effort. No, such logic STILL cut no ice. To add insult to injury, 2 minutes after emailing to tell me I owe this outrageous "cessation charge" they emailed me again to say the matter has been passed to a debt recovery organisation. Scare tactics and intimidation. Good customer service? They don't know the meaning of the expression.
Reviewer
Dan
Location
London
Date
19/02/2018
Comments:
We are having an horrific experience with plusnet. We terminated our contract with BT on the 30th of January and we are still waiting for the router from plusnet which means we have been without internet at home for the past 3 weeks. And if we want to cancel with plusnet we need to pay £200 fee. Incredible.
Reviewer
Ian
Location
Bristol
Date
18/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I think PlusNetvare the worst broadband providers I have been with (and I was with BY for almost 18 months). They give it big kicks about being great for customer service, but my experiences have been anything but. Recently they decided to not take our direct debit and then cut our internet. When this was discussed with them no explanation was offered. I bought into the local Yorkshire company marketing, but if I've learnt anything in the 7 months that I have had the misfortune of being a customer of this incompetent organisation it is that Yorkshire is far better at tea than internet.
Reviewer
Tanya
Location
Peterborough
Date
16/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never thought that broadband provider will male me cry. My phone Samsung edge 7 kills all internet in the household, when I'm not connected to our Wi-Fi we dont have any problem but as soon as i connect my phone it goes down... internet then only works on my phone. Its enough even if i only login to facebook or check my email.. PLUSNET can't get this resolved, there is no problem in the phone itself (when i go to my friends house they dont loose internet when im connected. And opposite, when someone comes to our house with the same phone everything is fine)...i have even called to Samsung technicians and they confirmed that problem is not with the phone. However, PLUSNET sais that if i want to cancel my contract with them now i will have to pay cancelation fee of £70 (contract is due in august). ALSO as a "good morning" today i have received sms from them saying that we will be charged for engineer who visited us recently (in November). But when i have called them 3 times yesterday NO ONE EVER MENTIONED THAT on the phone! Of course it's easier tp send message. My question is why i should pay for something i am not at fault? Where are my consumer rights? There always should be some exclusions. Its absolutely impossible to get to conclusion with them as they are not willing to cooperate and just trying to make money out of nothing. Absolutely exhausted and so upset as they literally ruined at least 2 days of my life as i have to hang with them on the phone and they are not helping at all!
Reviewer
Zena
Location
Brighton
Date
16/02/2018
Comments:
Moved over to plusnet on the 24th jan it didn’t work so called them was told it would be up and running 24 to 48 hours later it didn’t happen was then told fault on line which they then said was sorted 2 dats later still didn’t work spoke to one girl who just sighed a lot she gave me the impression I was just stupid called them another four or five times still no joy got to the 14th feb I gave up on them and cancelled order I do not understand what has happened to giving the customer a service
Reviewer
Dan
Location
Iver
Date
15/02/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
My broadband speed from Plusnet is adequate, but my experience of customer service not so. For almost four weeks (29th Dec to 26th Jan) I had NO broadband service, and while one operative assured me that a refund would be arranged, Plusnet has declined to arrange this. It's not the amount, but the offhand dismissal which offends me. Quite immoral. Now looking around for a more trustworthy provider....
Reviewer
Bella
Location
Norfolk
Date
15/02/2018
Comments:
Been waiting over 3 weeks to be connected with broadband. Different excuses every time I ring them. One of the staff said I need to pay £49 extra for a new line to be installed. Terrible stressful experience so far. Between them & Openreach my perfectly fine internet connection which worked before the switch, has become a massive problem.
Reviewer
Kate beevers
Location
Leeds
Date
14/02/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Okay. Where to start. Appalling customer services with extremely long hold times. I found some staff fairly rude when dealing with a problem I had with the router. Was basically accused of lying about its condition. I had the router just over a year and was sent a replacement one. Which they then signed me up for another 24 month contract which I didn’t agree with. Finally able to leave without getting a cancellation fee and they literally couldn’t care less. No loyalty despite being with them for 3-4 years. Their offers are good for new customers but not for exsisting. Also found the speed variable and often so slow unable to stream tv shows etc
Reviewer
N Platts
Location
Leicester
Date
14/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
After moving house, I wanted to keep old number and continue with Plusnet. After 5 weeks of waiting for engineer to come, they eventually sent one who set up internet but not phone, like I'd ordered. I tried to contact but every call was a waiting time of 40-50 mins. After waiting on one occasion the rep answered and accidently cut me off! That same week I was on hold for over 100 mins collectively. What a waste of time. When trying to contact online, it often says there is no online rep available. I eventually got through only to be told there is a fault with the line. It took another two weeks for Plusnet to contact us to say it had been fixed. Two months later I still have never been able to use the phone and yet have been charged. I have contacted again today. They refuse to refund the money they have charged, despite the fact it has never worked. They have said there is no evidence of me contacting them. Disgusting service!
Reviewer
Joe
Location
St albans
Date
13/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking. Broadband started at a reasonable speed, within 6 months I was down to 1mb. 3 months after i was only 0.1mb. All their 'customer service' team wanted to do was sell me fibre, and at a greater cost than they advertise for new customers. DONT BELIEVE THE ADVERTS! customer service is non existent.
Reviewer
Phil
Location
llwyndafydd
Date
11/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
charged a lot for a very poor service it does not do as it says on the can very poor all round
Reviewer
Beatrice
Location
Lee
Date
10/02/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Broadband speeds between 2mbs and 20mbps never to the 30+ mbps I was promised. WiFi router is very cheap and poor. They then rip you off on landline calls. Call centre response is very poor.
Reviewer
Robert CARPENTER
Location
Fawley
Date
10/02/2018
Ratings
Satisfaction
5.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Six phone calls to this company two agents promised everything got nothing,next got a very rude agent who called me a liar finally got a really helpful guy"Mentor" who listened to my problem dealt with it now awaiting the promised credits to my account think that wil be another story
Reviewer
Charlotte
Location
London
Date
10/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is a scam, I have been paying for line rental I never wanted and it never actually worked. They have charged me for years for a product they never gave me but will they do anything about it? No. They charged me 98 pounds for 5 hours of international calls I had to make while my mobile and computer were being repaired and if I decide to leave they will charge me 2018 pounds. They are a scam and a rip off. The government sold of the phone lines which were a public utility and now we pay the price
Reviewer
R G Hanslope
Location
Bedford
Date
10/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
James
Location
Reading
Date
09/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The customer service is quite good, but aside from that Plusnet is a broadband provider that will make you want to tear your hair out. The signal is very unreliable and at times, very, very, very slow. We switched to Plusnet from Sky because Plusnet was cheaper, I can see why Plusnet is cheaper, it's because Plusnet is absolutely sh#t.
Reviewer
James
Location
Hastings
Date
09/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If your thinking of going with this company beware. We had a terrible experience as a blind person ,which has ended up costing us our food and heating money for a week . I am blind and spoke to customer service about our treatment, they never had he decency to get back to us . They are unhelpful rude and really unprofessional. If you can go elsewhere .
Reviewer
Ben
Location
Blackpool
Date
07/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful. Waiting times on the phone go into the hours, service advertised is not provided and complaints are ignored so you cannot cancel. I've been getting little service and awful customer service for 4 months. It's a scam. Dead lock letter is the only way forward. Avoid at all costs
Reviewer
R Cowley
Location
Bedford
Date
07/02/2018
Ratings
Reliability
3.00 stars
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
Reviewer
Mr Angry
Location
Pembrokeshire
Date
06/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrendous since day 1 I haven’t had speed above 8mbps and went from BT where I had 76mbps down.
Almost a month with no resolution no feedback from customer service no refund nothing!
AVOID!
Reviewer
Smiffys Dad
Location
Cornwall
Date
04/02/2018
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Although Plus Net is part of BT they cant supply me with Fiber. They blame BT - BT blame Open Reach. No Virgin Cable here - So BT has a Monopoly!!! Supplied router - poor wifi range.
Reviewer
Jeanpaul
Location
bristol
Date
02/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After two years with this company i have to say its the worst experience from a supplier ive encountered
Reported twice to Ofcom, speeds on the internet are slow slow slow and the customer service would be zero starts if it was available, you go round and round in circles same old rubbish told blaming everybody except Plusnet
Avoid Avoid avoid
Reviewer
tara
Location
sheffield
Date
01/02/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Plusnet has the worst customer service ever and they have an ad running on TV saying they have been voted as best at customer service.....PLEASE!! Their **** internet stops just randomly during working hours and their customer support agents are best at just saying there is some problem with the router and hanging up. An absolute Abomination and waste of money.
Reviewer
Paul Ackroyd
Location
Heage
Date
01/02/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Force 9 (a.k.a. Plusnet) since the days of 33k modems, and they have consistently performed well over the years. I now get ~17Mbps which is exactly as expected given the 1.2km length of copper to cabinet 10. Plusnet can do no more than the BT Who;esale owned copper wires allow.
When I have had problems, at least can talk to decent Yorkshire call centers who have always got things sorted for me. They get my vote.
Reviewer
H Marvin
Location
Liverpool
Date
01/02/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Always a bit of a gamble jumping ship when changing broadband supplier. You never know if you will get what is advertised. Anyway, I went from sky broadband to Plusnet Cable and I cannot fault anything.
Speed is as promised. You can do speed tests but the best way to check it is to monitor the speed on your PC LAN port (I use Bitmeter) while uploading and downloading to google photos as google have the infrastructure capacity to max out your broadband connection for a sustained period and Plusnet are giving me what was promised. 36Mb DL and 6Mb UL.
Customer service kept me informed all the way. I'm very impressed and saving money at the same time.
Reviewer
Zoe
Location
London
Date
31/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Do not join this company if you wish to keep your old number you have had for years. They ask you for your old number but then just give you a new one. Wish I had never changed to them.
Reviewer
dave norton
Location
stoke
Date
30/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Let's face it, a company is only as good as how quickly they respond to issues that arise. I haven't had a phone line for the last few days and internet connectivity has been extremely poor (cutting out every 1-2 minutes) Following a conversation with a guy called Yasser, he determined there was a fault inside my home and he would need to send an engineer around four days later to fix the problem and for which I would have to pay £65. Well, I waited in all afternoon and no one turned up from Open Reach and I am informed that I have to contact Plusnet. These are the facts. The service is diabolical, post sales customer care is non-existent and internet reliability is hit and miss (even when there are no faults at anyone's end). When will I get my landline and internet back? Who knows. Perhaps I'll wait till my contract ends in August and just go Fibre with Virgin.
Reviewer
Saaz
Location
Manchester
Date
30/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am never able to login on my plusnet account as their website is always down.
Their customer service, specially live chat is extremely slow, useless and a waste of time.
I have 76Mbps internet, but only on papers. The actual speed which I get is different every day and is most of the time much lesser than what my contract says. Streaming is never smooth and it makes me believe that they automatically slow the internet down for no reason when their system detects movie streaming. I obviously didn't buy that high speed fibre internet just for occasional browsing.
Reviewer
Kader Iqbal
Location
London
Date
30/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I have a sim card only monthly contract deal with Plusnet, what a mistake, for 3 months no data worst is my credit file at Experian is U(dispute) instead of O(clear account) customer services very unhelpful by email to correct it
Reviewer
craig
Location
nwecastle
Date
29/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Yippee my 18 months are up - I am moving back to Sky - lets hope they are still ok? PlusNet Fibre connection after moving from Sky is a joke, the last couple of months have been even worse with a constant drop in connection every 3-4 minutes and always at peak time. I was with Sky for a couple of years and never had such a bad connection.
Reviewer
Emma
Location
Manchester
Date
28/01/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Spoke to a lovely lad called Cameron from Sheffield was very helpful,excellent customer services as I work in the same industry,very happy with the call outstanding.
Reviewer
Roberts
Location
COVENTRY
Date
27/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The most atrocious and frustrating service ever. Ongoing problems since August with no sign of resolution
Reviewer
Alec586
Location
County durham
Date
27/01/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Customer service is a joke. Tried phoning and not got through yet. Takes an age to get through via chat.
They eventually answer twitter or Facebook.
Not like TV adverts....
Reviewer
Anthony
Location
Blyth UK
Date
26/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Jair F Hammes
Location
NW10 0DP
Date
25/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
the worst internet company that you will be able to do contract in the world all the services are rubbish. Costumer service doesn't help.And so rude
Reviewer
David
Location
Manchester
Date
24/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I made a very seriously mistake in picking Plusnet as my internet provider.. when my contract with sky expired I thought I'll shop around even though my switch went smooth enough the broadband is terrible! Totally unlike my previous provider. The internet has so many interruptions than watching a movie with adverts on itv. I just cannot wait until the end of contract.. the customer services are a forever wait and I don't even use my internet a lot as I work away from home a lot too.. coming home for a few days a week and I cannot relax abd get a decent connection! I really hate this company!!!
Reviewer
joe C
Location
LIVERPOOL
Date
22/01/2018
Ratings
Satisfaction
4.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
Every thing went smoothly when I switched to PlusNet, so did not need to talk to Customer Service hence no marks for that. Phone and broadband fine and I got the £50 bonus, so I am happy.
Reviewer
carl
Location
preston
Date
22/01/2018
Comments:
Well the experience with this company was so bad its hard to explain, the award winning customer service is shocking.Takes 30-45 mins to answer, 4
times i rang with the same problem only to say they will ring me back, they only rang me back when i changed to another provider.the problem was i wanted a cheaper package as my contract was about to end so.so i agreed to a new contract a little cheaper as my children have left home and me and my wife hardly use the internet,but my bils stayed the same i contacted them they said they will ring me back but never did this happend 4 times so war a bit mad and decided to change my provider. they got in touch and said i would have to pay over £200 to leave.i told them that the contract was void because they had not changed it.they also said they have listend to my recording and i agreed to another 18 month the same package as last time. I told them this is a lie and wanted to listen myself,they told me this would cost me £10,so i agreed still have not heard from them about this only letters asking for money. This company is a joke and you should keep well away.
Reviewer
Martin
Location
Swansea
Date
21/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Was told my services would take 10 days to activate... It's now nearer 30 and nowt.!! Happily taken my money though...
Called customer services and that's all I got was a bad attitude...
Asked for the complaints dept email address and was told I had to write in via the 1980's postal service.!!
Not the best advert for an internet services company..!!
PlusNet are not ranked 65th - 67 internet providers on Trustpilot for nothing
STAY AWAY IF YOU'VE GOT ANY SENSE
Reviewer
John Holland
Location
Cardiff
Date
20/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I paid for my daughter to have plusnet in Cardiff for 4 years. The price went up year on year till broadband alone was £38 month.The service was unreliable, the router kept overheating and customer service was none existent. Never use them. When I asked to terminate I was charged....
Reviewer
Alex
Location
Wakefield
Date
19/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have just left Plusnet after an awful two years. I don't normally leave reviews, but this is the worst company I have ever had to deal with.
To summarise my experiences - I have made 94 calls to this company for faults, failures and mistakes. It took them over 3 months to get my internet working, and then it was dial up speeds. It took them another month to get the speed up to what I was promised. The majority of the people that work in their customer services and call centres are generally incompetent, unprofessional, sometimes rude, idiots. On the rare occasion that you do deal with someone who is capable, their service is soon let down by having to refer you or hand you over to another employee out of the talentless pool of dead carcasses that work there.
Every time you request a change to the service or there is a fault, prepare yourself to have to make numerous phone calls to resolve even the simplest of problems. Of the 94 calls I have made I have found that the person you speak to (obviously you have no control over this) has a much higher bearing on when the issue will be resolved, rather than what the actual issue is. Some of the simplest faults have taken weeks to rectify, and if you don't keep calling them, they can take a lot longer.
Thankfully I have now left and switched to another provider. The experience has been a breath of fresh air, there have been a few minor issues with the new provider, but they have all been resolved quickly and promptly. This is a very different experience to PlusNet, who I am still having to call as they have cocked up the final bill and rather than rectify it before it leaves my account (Over two weeks to sort this before the bill date), I have been told to wait until the excess charges come out, and then I can contact them to get it refunded. I am sure I will break 100 calls before this is resolved.
"We'll Do You Proud" - Far from it!
AVOID LIKE THE F****ING PLAGUE!
Reviewer
Geoff
Location
Scunthorpe
Date
19/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Fortunately I've come to the end of an 18 month contract and pleased to get away from this terrible provider, internet speeds less than a quarter of what I was promised and continually dropping the service completely.
Customer service are incompetent as are their technical department.
Reviewer
Rosa
Location
Brighton and Hove
Date
19/01/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
When it's working the speed has been pretty good and i haven't had as much trouble as with Virgin Media. However, customer service is really poor as they are frequently hard or impossible to contact - at times when I've been told there's a phone waiting time of 10-15 minutes I've been on hold for 30-45 minutes, the chat line is frequently too busy for further requests and even when I've raised a fault or complaint, there is no provision of a direct complaints line to follow up for updates, apart from to go via the very long hold process again.
Basically, if everything is working fine it's good, but as soon as there's an issue at all it's really frustrating.
Reviewer
Anna
Location
Bridlington
Date
18/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service, over a month and still not connected to the internet. Found out same as John Lewis, both should not be touched. Customer service is useless!
Reviewer
Dave
Location
Date
18/01/2018
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
broadband speed around 16Mb most of the time. ok for PC but has trouble with some TV progs, has to play catch up when watching some movies and pixilating on some channels, another big thing I am not happy with is the price, when I first started with plusnet it was around &30pm it slowly creeped up to over£40pm, I went to customer service and removed caller display and dropped it down to about £36pm, it has now increased once again to over £40pm, I'm a pensioner and have to watch the pennies, so am not happy with these stealth rises
Reviewer
Helen
Location
South east
Date
18/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have had nothing but problems with Plusnet. Six weeks to connect us to broadband then intermittent problems with router outages and line quality.
Customer service queues are terrible - expect to wait 30+ minutes to get through and often your problems take multiple calls to resolve.
Would strongly advise against signing up with Plusnet.
Reviewer
graham sinclair
Location
newhaven
Date
17/01/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
beware if pay by direct debit they put it up and deduct funds with no warning its only I keep check of bills and said contract come to end so no loyalty for customers staying just deduct larger amounts and customer service prob one of worse about unfortunately as actual product been ok ish , shame they try and rip people off as just get bad name instead of being honest with customers
Reviewer
Helen
Location
North Yorkshire
Date
16/01/2018
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Spent a great year with plus net then thought it was a good idea to move house.... NOT!! Thought ringing 7 days before the house move was reasonable... NOT!! here we are 37 days after the move has been completed no internet or any indication when we will get internet. Staff are being rider and ruder the more I ring just a meaningless 'I'm sorry about that'
Reviewer
Jp
Location
Glasgow
Date
16/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service. Never had such slow broadband.... can never get in touch with anybody. AWFUL - worse than TALK TALK or BT
Reviewer
Amrik
Location
Birmingham
Date
15/01/2018
Comments:
joined plusnet because a friend recomended me but recently i have expirenced problems where as u make phone calls and u get charged high for them and u ask them a little facour and they make a big fuss also they say we wud do u proud that is very unlikely more like do u wrong its decieving
Reviewer
Neil Mac
Location
Buckingham
Date
15/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful Customer Service, Refusal to provide VAT invoices despite it being a legal right, and speeds slower than the guaranteed minimum speed. Avoid these cowboys
Reviewer
Jean
Location
Preston
Date
15/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I joined plusnet 12 months ago and was told to ring back this week to see what deals or offers where on. I explained that we hoped to retire this year and was told that would not affect anything . Today I ring up to find out what deals there are , explain about possible retirement again, told 2 year deal only with penalties if you leave early no discretion for retirement because anyone could say that !
Reviewer
Chris
Location
London
Date
15/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I ordered Plusnet for two different properties and had to cancel both.
1. They set an installation date. When I heard nothing further on that date, I called and was told the installation had been cancelled at their end because of an error. They hadn't informed me. They told me they could try again in two weeks' time and offered nothing by way of compensation. I cancelled.
2. In another property, I queried why there was an installation charge of £50. I was told this was because they needed to install a new line. I explained there was already a line at the property. They then said they always needed to charge this for Openreach. Probably true, but others waive it and I didn't appreciate the initial lie.
So two accounts cancelled. Good job, Plusnet.
Reviewer
Adrian briggs
Location
Gillingham
Date
14/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible,we had ordinary broadband before and occasionally it dropped signal so we went too fibre through plusnet, BIGGEST MISTAKE OF OUR LIVES. We was with new call Telecom before plusnet and thought they "WOULD DO US PROUD" absolutely rubbish, poor customer service,poor broadband,poor telephone signal,they even forced us too buy new telephones be sure they said they were causing the problem with everything. £90 later still the same. I regret signing too plusnet, can't wait for contract to end. Garbage,the whole package,just garbage.
Reviewer
MP
Location
Glasgow
Date
14/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
YOU HAVE BEEN WARNED: The so-called cashback reward never exists. Persuaded to switched to Plusnet after being verbally offered a £50 cashback reward in mid Aug 2017 over phone. Patiently waited for two months but never received anything e.g. activation email/letters/cheques. Contacted their customer service team three times and everytime I was given a different answer. The most recent conversation ended up with a simple (&rude) answer: the offer was expired and there was nothing they could do. Don't bother switching to them- misleading information and unhelpful customer service team. There are better deals on market.
Reviewer
Colleen daly
Location
Co tyrone
Date
13/01/2018
Ratings
Satisfaction
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am counting down the days until I can go back to BT charging me double the price, just so I can get good connection!!
Reviewer
V
Location
England
Date
12/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Was not a proper cross over with previous provider so I was without broadband for a couple of days.
Charged for a phone call (34p) that did not connect
Speed can be very slow, also suspect that when you are in the vicinity of a business user they get the lions share of the speed.cannot be any distance from the router to get wifi
Pretty rubbish that to pay monthly is more expensive than yearly. Will definitely move on to another provider when contract up for renewal
Reviewer
Jean-paul
Location
Bristol
Date
12/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Got to be the worst internet in the UK reported to ofcom not once but twice cant wait to leave and join a real operator, my advise would be AVOID AVOID
Reviewer
C.B
Location
Runcorn
Date
12/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Misleading company. Offered 50 pounds giftcard for new customers Entered my postcode and after making sure i get the voucher. Guess what? Nothing. Liars. I checked comparetmkt and there website ald all gave me same answer that i am gonna receive the voucher. 50 pound loss. Would have been better off with sky. Next time i will make screebshots for proof.
Reviewer
Zo
Location
Devon
Date
11/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Plusnet decided themselves to change my house move date resulting in me having my internet cut off 6 weeks before the agreed date. As a self employed remote worker, this has cost me a weeks salary and caused severe disruption to the company I remote work for. Truly appalling service.
Reviewer
Paul
Location
Cardiff
Date
11/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do notuse plus net. They are bt!!!!
Over 1 hr waiting times even knowing they say 15mins. No response from technical department, broadband shutting off every 5 mins, download speed poor. Not value for money. Looking to take legal action.
Reviewer
Khaver Hussaini
Location
TAUNTON
Date
11/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor internet service, almost zero Upload speed, long waiting for customer service, and not so good offers. My house is next to the Exchange and still I have poor internet speed, sometime it does not even load a simple web page, forget about watching videos online. And when I wanted to stop their service, they want to charge me 30£; I said I've had enough, is this the reward for being honest & loyal customer?
Reviewer
Steve Archer
Location
Kent
Date
10/01/2018
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Had an issue after our electric went down and we lost internet on our router. Dealt with a chap called TJ at Plusnet. Wow, what a breath of fresh air! Professional, knowledgable and friendly. Dealing with proper people like this makes it worth dealing with the company! Bravo TJ.
Reviewer
Richard
Location
Kent
Date
10/01/2018
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Its not the best but its cheap so not to bothered so long as it worked, then the price went up and all of a sudden its poor service for proper money and thats not on, you can contact them online etc, but not to cancel their contract, post or phone call it is.
Reviewer
Sam
Location
Aberdeenshire
Date
10/01/2018
Ratings
Customer Service
2.00 stars
Speed
2.00 stars
Comments:
Webmail barely works. Customer service unhelpful. Wifi cutting out daily. Lucky to get 1MG download.
Reviewer
Heather Finch
Location
Crewe
Date
10/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have been a customer with Plusnet for 6 years as they used to have good customer service. However, my contract ended last month and they did not offer me a reasonable package to move to, and put me in a very expensive monthly rolling package that required a £30 cessation fee. In asking for a more reasonable package I was 'threatened' with the £30 cessation package and a further £50 to return to Plusnet in the future. The easy part will be not returning in the future.... I am definitely leaving after that experience. Customer service has gone downhill drastically.
Reviewer
josh
Location
stockport
Date
09/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst provider I've had. Been having less than 1Mbps for a month and have called and messaged over 10 times. Have been told that I might have to pay over £65 for them to sort it out, despite already paying them £27 a month. Customer services are alright people but the company processes and overall response has been ridiculous. AVOID
Reviewer
Ana
Location
Great Staughton
Date
09/01/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am paying for a fibre optic internet and myspeed is never over 2mbps and drops 100 times a day.Tried toget i. touch with plusnet, each time wait over 35min on the phone and still have the same problem
Reviewer
lisa
Location
salisbury
Date
08/01/2018
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Ever tried cancelling there services......spend an eternity on hold with no call back feature......chat online useless also takes an eternity.
Best cancel the direct debit and let them chase you. Totally useless service
Reviewer
Sean
Location
London
Date
07/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
When first their services 3 years ago it was all great. Good price, Fast customer services response time and never had an issue.
Only after a year the price was shot up from £25 to £38.
When I wanted to change the provider to talk talk they convinced me to stay although the new contract is still more expensive. Only after 2 weeks of getting the new contract and a new router the internet is not being very reliable.
called to report a problem and everytime I had to listen to their recorded message for 40 mins to only realise that the issue will be fixed 5 days later.
When I tried to cancel (within the 14 days) they said it has already passed while the new router they sent received 6 days after the new term.
I would not trust them any more.
Reviewer
cb
Location
uk
Date
05/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very intermittent speed. Even worse at peak times. I have fibre optic broadband and live about 6 yards away from the BT fibre box. I was with Sky and I can't wait to go back with them. Do not go with these people
Reviewer
vtwo
Location
bromley
Date
05/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Cheap in terms of other providers however the speed is not good at all. its very difficult to get hold of customer care to report an issues. The most difficult is to talk to someone who can listen your problem!VERY PATHETIC customer service and team I ever came across.
please stay away. They are not helpful at all and very rude over the phone.
Reviewer
JG
Location
London
Date
03/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They increased the monthly charge on a 1 yr contract w/o informing me a few months after thes ervice started
-Service speed was patchy and experienced regularly dropouts
Customer service unable to advise cxn fee or explain how calculated
They failed to stop taking direct debits after I cancelled the service
Reviewer
Terry
Location
Medway, Kent
Date
30/12/2017
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
I see a lot of people with bad experiences of PlusNet, I can only praise them. On the ocassionsnthat I have called them they have been friendly and helpful. I agree that the wait time can be a problem, but for me it has been at a time when there has been a major outage in the area. I work in the IT industry and we have to support clients with a number of providers and PlusNet consistently come out the best overall.
I would politely point out that anyone who needs (the full)40Mb shouldn't be relying on a fttc service, it is not meant to be business grade. Sometimes people are quick to complain when the service dips for a while. Remember that the support person at the other end of the phone has been trained to help, but they are not angels and if you lay into them after they have said hello, you are going to get a slightly "degrade service" from them.
Work with them (they didn't directly cause the problem themselves) and they should be helpful. If not, ask for a supervisor.
Anyhow, Plusnet, for the money that you charge, I think that you are OK. I have a BT Business line here as well, and I have much more problem dealing with them.
A final point; I know that we live in a world where expectation often exceeds what is offered, but don't forget every once in a while to be amazed that this technology works in the first place. You are dragging amazing amounts of data across copper and glass.
Reviewer
marion
Location
crieff
Date
30/12/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Cant thank you enough for your help with my internet this morning and for your 1stclass customer service.It's such a pleasure to be with Plusnet
Reviewer
Bradley
Location
Date
29/12/2017
Comments:
The mars lunar rover receives better ping than I do. I can't even do video calls without lag and poor quality. I even have plusnet fibre and I only have <1mbps upload speed. People is the most rural areas of the world wouldn't even be impressed with Plusnet. I'd rather have no internet than them.
Reviewer
Aurora
Location
London
Date
29/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unfortunately, I am having to consider taking a legal action against Plusnet, where I will be asking for the professional conduct of its employees to be investigated. Utterly appalling service, and by reading the reviews on Trustpilop, most definitely the worst provider in the UK.
Reviewer
David
Location
Salford
Date
28/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid!! Avoid!! I cannot stress this avoid enough! I had to write this review on my mobile phones internet due to Plusnets bad connection. I have been with this service provider for nearly a year now and I cannot escape their bad connection each and everytime! I should have stayed with sky because in life you pay for what you get.. considering I work away from home and only come home 2 to 3 days a week and I still can't get satisfactory internet connection says something about this cowboy outfit. I really should have read all the reviews everywhere before using them.. anyway only another year to go then I can dump Plusnet for good.. remember people.. you pay for what you get, for the sake of a few pounds extra a month.... I should have stayed with sky!!! Two years no problems!!!
Reviewer
emily89
Location
Shrewsbury
Date
28/12/2017
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
Joined plusnet aug17, was previously with sky and contracted ended so price went up to 40 a month for really slow regular broadband. Switch over was super smooth and everything went on time. Unfortunately the speed in my area is really slow, had email from plusnet that i could quit my contract free of charge, but with them being the cheapest i thought i might as well stick with it. I'd been with Plusnet before when living in Leeds and never had a single issue in 3 years. Would choose any day over BT, when with BT internet cut out every time phone rang and BT fibre said it was nothing to do with them despite being a BT phoneline. Back to Plusnet - called them regarding slow speeds, customer service was great - answered after 2nd ring, upped my speed, sending an engineer out in 5 days to check lines as they said there was a problem. Will likely stick with them once fibre is in my area as they are reasonably priced and always feel their customer service is good. I know some others have moaned about service etc but in my experience over several years I have always found them to be a good provider.
Reviewer
Matt
Location
Birmingham
Date
28/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Changed to Plusnet a few weeks ago on a fibre 80/20 package. The broadband speed is unusable during peak times (evening, weekends, holidays). Although the download speed can occasionally reach 55Mbs —for most of the day it is around 1-5Mbs even when only one or two devices are connected. Now locked into a 12 month contract and wish I'd stayed with previous supplier.
Reviewer
Andrew
Location
West Midlands
Date
28/12/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Recently changed back to Plusnet from Talktalk. Everything now works fine for me and the current deal is cheaper than the old one. So all in all happy I made the change.
Reviewer
Annabelhaywood
Location
Calne
Date
25/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE PLUSNET be clever unlike me and avoid this provider. First no internet for 3 weeks due to people not doing correct processes and sending out a router. Then I get 2 neither work...q..bt engineer 1 hour later it's working! For a few days. Consistent ongoing wireless error mostly not working when I ring no one cares just says it looks fine and they'll report it. Final straw Christmas day and kids have waited all year for xbox 1 s ..the result is crying a lot! Because Xboxes don't work without internet can't even watch a DVD. The best bit is now they've messed about so much I'm in contract up to my ears at a cost of £209 to leave. I'm broken
Reviewer
Harry
Location
Derbyshire
Date
24/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Just had a speed increase from 20Mbps to 24Mbps. I'm on the up to 38Mbps FTTC. Still way below what I was promised 32.5Mbps. Should not complain as I have a connection some people get very slow speeds.
Reviewer
daddybear
Location
surrey
Date
23/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I thought sky was bad so I switched to plusnet. What a mistake. It took over a week to actually get the internet working after the switch date, due to incompetence in their part. Hours on the phone to be told fairy tales, and now the internet is so slow it is like having dial up again.
Reviewer
Ian Cameron
Location
4 The Stables, Knockomie, Forres, Moray
Date
22/12/2017
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
My download speeds are ridiculously slow at 2MB/sec, this though is Usain Bolt when compared to my upload speed.
Reviewer
Ffggfdddd
Location
England
Date
22/12/2017
Ratings
Customer Service
2.00 stars
Comments:
Don't get ever the worst wifi the kids are playing games the next thing I know they come downstairs raging over how bad the wifi is I think the same I am 2 metres away from the wifi and I get 200 kb/s terrible
Reviewer
Marcia
Location
London
Date
21/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet is the worst provider I have been with for broadband service. The worst customers service so rude. When my initial contract end I move my service only to see plusnet so still charging me and when I went to them about it they said because I did not personally call them and use the word cancel I would need to pay cancellation even thought my broadband service was disconnected In November. Please do not use plusnet they are a nasty company who does not care about their customers.
Reviewer
oystersandchampagne
Location
Twickenham
Date
21/12/2017
Comments:
Do not touch Plusnet with your barge pole
Nov8 contacted to order package that I saw online - internet speed of around 50
Was offered a cheaper package which sounded great so I agreed to it
However upon receiving and reading documents I realised that the sales guy had been talking about speed of 15 whilst I was hearing 50
For the first time in my experience someone tried to down sell to me
Contacted them again the following day and changed to my original package
Box arrived in post a day later and 3 potential installation dates were given. So far so good
On the morning of the first installation date I called to find out when someone was coming
This is when I should have cancelled
No one was coming, not necessary, original person was confused
Over the next few weeks I got regular mails telling me my package was on hold for another week. Each time I called I was given a technical reason. I asked for a simple explanation of the technical term, so it was repeated more loudly. That did not help my understanding.
Some of the people I spoke with were polite, I cannot say helpful, as I still did not get the service. Some were less polite.
One of the helpful suggestions was to cut off my current supplier and leave my without internet for 2 weeks: THIS WAS MEANT TO BE TO HELP ME :REALLY????
After some insistent begging on my part, I was eventually allowed to speak with a supervisor
At the end of a long conversation it transpires that there is currently no fibre broadband available in my area.
Incredible
December 19 th. Order cancelled
Reviewer
Kev
Location
Wirral
Date
20/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I bought Plusnet because of their advertising campaign. I figured that since they're just reselling BT it would be the same but the added "We've got your back" customer service. I couldn't be more wrong.
There service I bought is 38mb unlimited fibre and on a good day I'll get it for up to ten minutes. The rest of the time it bounces around between 5mb and 25mb with total failures every single day.
When calling customer service (if I have the patience to wait 40 minutes in the queue) I am assured that absolutely nothing is wrong with the service however if I do insist there is a problem I will have to take a day off work and wait in for an engineer to call and tell me in person that there's nothing wrong (and pay £65 for the privilege).
The truth is there is nothing wrong with the wires. The problem is that Plusnet haven't bought enough bandwidth from BT so when demand goes up performance plummets. My share of the bandwidth pie is down to two crumbs and a raisin (although I only get the raisin on a good day). There's absolutely no chance of watching on demand TV in the evenings.
So my summary of Plusnet: Poor service in every possible way.
Reviewer
Bernadette
Location
Bodmin
Date
19/12/2017
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Having to wait for 6 days for someone to do something is not on.No phone and no Internet.
Reviewer
Deborah
Location
Sheffield
Date
19/12/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Just changed from Bt as they were getting too expensive and broadband service was poor, always cutting out. It was so easy to change over, plus net did everything for us including cancelling BT. The changeover only took two weeks, we kept our own landline number, so easy. The lads at customer service were pleasant and helpful. Let's see how it goes.....hopefully good service will continue.
Reviewer
Memiefied
Location
England
Date
19/12/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complete rubbish. The customer service is horrible, and quite often, I get less than 1mb/s of both upload and download, even though I am meant to be getting around 72 mb/s. Don't go with PLUS-NET.
Reviewer
Don't use plus net
Location
Bolton
Date
19/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't use. Worst service ever. Customer service so rude making out that it customer problem. Cancelled internet n pH instead of moving us. Delay after delay with rude staff. Not resolved nor do they care. Wish could give zero not one star
Reviewer
Goerge Thomas
Location
kent
Date
19/12/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Stay away from plusnet! Unreliable 2nd party operator unprofessional ..they give misleading instructions .which between emails and text messages..My line was disconnected. . With me asking them to do so .Still reconnection will take ages! Trust me Stay away!
Reviewer
pauline parker
Location
chipping norton
Date
19/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Appalling service while trying to transfer a domain name. They were supposed to transfer my domain name on Thursday and forgot to do it, then cut my email off on Sunday and have told me there is nothing they can do about it. We are a business so we will have upset many customers as we can't communicate with them.
Reviewer
Avoid Plusnet
Location
Romford
Date
18/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Worse customer service. Before you sing up its all good
But after singing up they just not willing to help
Never again
Can't even go to different providers
Will have to pay big fine £170.00
Reviewer
Maureen
Location
Blackburn
Date
17/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a nightmare, have been connected to plusnet about 10 days moved to them from SKY because I was so impressed with their mobile service. Since day one if I connect downstairs no internet upstairs and vice versa, have tried everything everything they recommend for improving connectivity, I have just spent an hour on the phone, the girl I spoke to was very nice and had me unscrewing soccets while she did various tests then concluded there was a problem and she would arrange an engineer but I had to agree that there might be a £65 charge and if so I would pay it. I wasn’t happy with that as had no problem with sky they only began the day I connected to PLUSNET and said I wanted to end my contract so she put me through to accounts and the rudest male you could encounter who informed me that although Had only been connected 10 days my contract started on the day I ordered and I was out of my 14 days change your mind time so would have to pay over £100 to end contract. I asked to be put back to technical support but after another long wait I gave up. Feel like crying with frustration 2 hours of my day wasted nothing resolved unless I commit to paying out more money. Plusnet mobile big thumbs up. Plusnet broadband nightmare
Reviewer
Stuart
Location
Bristol
Date
16/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Warning ⚠️ do not get Plusnet broadband.
We had Plusnet for approx 9 months, within that time the broadband was very unreliable, the connection would drop constantly. When we rang Plusnet they said that we had not had a drop in our internet connection. When using the internet we were unable to watch a simple YouTube video without the connection dropping. Speeds were variable. The customer service we received was poor. There was no help in trying to solve the problem apart from telling us to change our channel, I believe the fault was with the the router they provided p, it is very poor quality. We now have sky internet, comparing the two we have never had an issue with dropping connection and the speed is consistent. I am fully aware that internet providers are unable to guarantee wireless connection speed, so they said we had to have wired connections to all our devices now this is impossible with and iPhone, iPad or Mac, we were basically told tough luck, without a wired connection there was nothing they could do. I will never take out Plusnet again and I would never refer them to any friends or family ( that I like LOL). Hope this helps people.
Reviewer
Paul whalley
Location
Sheffiels
Date
16/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Constantly lost connection. Speed was average at best. Lost count of how many times I contacted their team for advise to fix the problem (1 minute wait 24 hours - due to 'high volume of calls). Never resolved. Ended up switching providers despite them saying it wouldn't make any difference. Not had a problem since. Charged £108 cancellation fees despite only 1p a month left to pay. Waste of time. Don't go so cheap
Reviewer
Mr Abdul Kahher
Location
Plaistow
Date
16/12/2017
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I’m not too sure if it’s due to the area, but my WiFi speed connection is very slow. Sorry but Plusnet you guys are doing a poor job on supplying us broadband.
Reviewer
Terry Archer
Location
Guildford Surrey
Date
15/12/2017
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I am a new customer and have to say although we didn't get of to a good start with my connection. Customer support did a great job in getting me back on line. Thank you
Reviewer
Tara Karia
Location
West Midlands
Date
15/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I regret going with this provider. Luckily I was within my cooling off period to get out of the contract before getting stuck in it. I have never experienced such a customer service. Their staff lacked manners, were rude over 'live chat' and showed no compassion towards customers. I have not felt like I am interacting with a professional service. Staff have given attitude and have not been bothered about complaints or wanting to leave the provider. AVOID PLUSNET. I have no idea how they get a good reputation for good customer service. They are the worst, and i've been with most of the broadband providers! I am only giving 3 for the broadband quality because not sure, not had chance to experience it but would assume it is okay. But even with that, if you read their community forum on their website you will see lots of issues from existing customers.
Reviewer
John Cowan
Location
Scotland
Date
15/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Ordered broadband and phone line from Plusnet on 27 October 2017. It's now 15 December. After much complaining, which included many half hour waits while they got round to answering my calls, they finally changed the phone line on 13 December and promised the broadband for the 14th. Nothing. They promised it again for Friday the 15th, before 1pm. It's getting on towards 5pm now. I'm holding on the telephone yet again, 20 minutes so far... nothing. Seems like they've got far too big for their own technical and support systems. I'm looking for a better option. Any suggestions?
Reviewer
Matthew
Location
Bolton
Date
15/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I bought plusnet over a year ago, when I moved to a new address and my old ISP didn't supply there.
I'm paying for 80mbps down and 20mbps up; and I was getting those speeds for a little over 6 months, after that, they've throttled the line speed down to 66/19. I didn't make a big deal out of it, as a "fix" would require an engineer visit, and I don't have the time or willpower to listen to complete bull**** they'd have to say.
The speeds kept creeping lower and lower. Today they've hit all time low; 180MS, 4.19mbps down, 3.57mbps up. I'm paying over £40/month for this? This is complete bull**** and complete scam. I tried contacting the online support staff, but it seems there's never anyone there, as I'm waiting in line for over an hour.
To be clear, I'm getting marginally similar download, upload and ping on 4 smartphones, 3 laptops and 3 PC's. I tested every device(except the smartphones, those were only tested on Wi-Fi) on CAT6 ethernet wires, CAT5 ethernet wires, 2.4GHz Wi-Fi, 5GHz Wi-Fi and USB connection. I used the main telephone socket, and the secondary socket, too. The difference in speeds and ping is marginal(less than 1mbps)
Plusnet dared to say it's my hardware that cannot handle the speeds; but I beg to differ. The laptops are HP ProBooks from 2015-2016, MSI Gaming laptops and an Asus ROG laptop from early 2017. My PC's are i7 4790k on a gigabyte z97x sli motherboard with a 1gbps wireless card and intel gigabit card built into the motherboard itself. The other PC's are a Ryzen Threadripper 1950x, and an i7 6950x; all using gigabyte motherboards, all have gigabit wireless and LAN connections. The smartphones are: OnePlus 3T, Samsung Galaxy s7, OnePlus 5T, iPhone 8+.
I built all the PC's myself, checked the phones' internals and did the same for the laptops; everything is perfectly fine, yet plusnet still has the audacity to call my hardware "outdated and unable to handle the speed" and me "uneducated on the matter" In reality, they're the uneducated ones, as I'm an actual engineer+networking engineer with all the proper documentation, university and training. I know that in reality they're throttling me down(amongst other customers) so they can sell their service to more clients.
Avoid if you have any self respect, they're vile thieves and will not refrain from calling you dumb in a nice way, whilst lying about their service.
Reviewer
Jack
Location
Glasgow
Date
12/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Four issues:
1: Plusnet turned off our previous internet supplier and then did not activate their own supply for two months. There was no satisfactory compensation for our losses during this period. (I work from home and require an internet connection).
2: Plusnet promised to send a new router to solve some connectivity issues where the internet would drop off every few minutes. They never did.
3: When we moved house, one customer service representative promised to waive the associated charges. Plusnet then went back on this promise.
4: Any call to customer service is a guaranteed minimum of an hour that you will never get back. In total, I spent over 15 hours on the phone to customer service to try and resolve the issue mentioned in problem one.
Awful company. Patronise literally anyone else instead.
Reviewer
chris
Location
shrewsbury
Date
12/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful company. Supposedly care about customer service- 45 minute hold times, then all they do is shuffle your issue between departments until they go home. Easilly spent 2 hours each call on average for the last 6 weeks. Told me I could connect fibre broadband, then changed their minds, but wouldn't let me leave their service without paying a cancellation fee for THEIR MISTAKE until they'd tried to fix it. Asked them how long that would take, was told "could be months". When they finally did call it a day, they still wouldn't offer me a reduced price standard broadband, trying to charge me MORE THAN FIBRE WOULD HAVE COST! Absolute con artists. Avoid, better to pay the little bit extra for a real broadband provider.
Reviewer
Ali G
Location
Scotland
Date
11/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Was charged £65 for engineer visit to bring speed just above minimum guaranteed speed. Customer service not great either
Reviewer
Brighouse
Location
Brighouse
Date
11/12/2017
Comments:
Have been with them for 5 years and they were brilliant when I first joined, but the service has gone from bad to worse in the last 2 years. Am seriously thinking of changing to another provider when my contract is up for re-newel
Reviewer
peter davies
Location
shropshire
Date
10/12/2017
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I previously commented on how poor Plusnet had been rating them 1 star under each marked category but I have since been contacted by a service rep called Rob Selby who has recovered the situation somewhat. Rob took ownership of the issue and arranged for a BT engineer to call. The engineer did his stuff and it seems my issue is caused by Wi Fi speed which is not guaranteed. i am not 100% convinced as I had previously carried out the same tests using a hardwire and the speed was always low, so i have decided to monitor the situation over the next two weeks. I can,t fault Rob and therefore I have upgraded my marks.
Reviewer
Rob
Location
Blackpool
Date
09/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 4 weeks of failed attempts to switch my fibre BB taking about 9 hours of my time I've given up ! Clueless staff telling me it was my current ISP at fault for the failed switch. I finally got an honest answer on my 5th call to them after 3 weeks. It was Plusnets fault as they hadn't coordinated their suppliers leading to the failure. No one kept me informed of refunded my set up fee despite them cancelling my order. Finally they offered to resolve the matter by giving me ADSL instead of fibre !.....no ta ! Utter shocking lying and/or clueless customer service. AVOID !
Reviewer
bobo
Location
london
Date
08/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
terrible provider - stay away
Reviewer
Ryan Doherty
Location
Glasgow
Date
08/12/2017
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have switched to Plusnet broadband and phone recently from Sky and wish to share my positive experience.
I had previously been a Plusnet Fibre customer at my old house, however moved away when my new house did not have Fibre. I know they are terrible at answering phones but the online tech support was better than any other ISP I've had (Save for the old Freedom 2 Surf).
The switching process done via the PlusNet website was very simple and very quick. It took around 2-3 weeks in total and I received texts and emails at regular intervals to update me on progress.
When the switch went through, I was without internet for around 24 hours as the Plusnet Phone took over the Sky phone the day before. A minor inconvenience in the grand scheme of things. When the broadband went live, the router installation took about 3 minutes and then you have to let it initialise for 15 minutes before connecting. Once connected, I have noticed a near faultless connection throughout. With Sky, my connection was dropping two or three times a night. So far (touch wood) I've not had any noticeable drops with Plusnet even though they did advise it may occur in the first 2 weeks. Speeds are way higher than Sky ever managed. Peak Time the speed drops to around 12mb and at off peak it's around 15mb. Streaming on more than 1 device is no problem at all.
The router hardware doesn't seem to be as powerful as the Sky unit. The signal seems to be weaker upstairs but we still manage to get a good enough speed for streaming. It would be good of Plusnet could investigate the possibility of supplying a more powerful unit, or a tried and tested wifi booster which we could purchase.
I signed up during a period where there was a £50 cash back reward and I received my cheque about a week after I claimed it online (you get an email to ask you to claim for it). I paid up front for my years line rental so in effect, I am getting a far superior broadband service for the equivalent of £13.33 per month.
I am very pleased with the service I have received and I am hoping it continues throughout the duration of the contract.
Reviewer
Ray
Location
London
Date
08/12/2017
Ratings
Speed
2.00 stars
Comments:
Service is now completely rubbish compared to when I first joined 15 years ago. Complaints by others here are sooo true. From speaking with a support staff, its clear management is not in sync with their employees and customers.
Reviewer
Samantha
Location
Oldham
Date
07/12/2017
Ratings
Customer Service
2.00 stars
Comments:
Not fit for purpose charging £38 1.52 mb download and 0.53mb uploads not worth the money and the inconvenience of being in a contract for a year don’t bother signing up.
Reviewer
aj
Location
south yorkshire
Date
06/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I started with plusnet phone and internet five years ago and was very impressed with the fast responses to phone enquiries to helpline, can do attitude and prices...sadly things have changed A LOT!
I just moved house and have had to deal with the helplines again and it is just appalling I have been trying desperately to get the new phone line and internet installed, one call after another waiting 30 mins to 50 mins in a que with the music driving me nuts only to get cut off or to be transfered around and around because they do not seem able to understand what is wrong and who can sort it all out.
On three occasions now I have been promised that my internet will go live on a certain day only to find it is not even ordered let alone likely to go live, this is causing chaos for my family, business and after just having moved home it is a really bad time to be without interenet generally.
At this time I have again been promised that my internet will go live next in a weeks time...a whole extra week away! when I was first told it could begin just 24 hours from order. The original order went in two weeks ago!
I have no confidence what so ever that the deal discussed and agreed for my contract will be forthcoming because this on off on off stuff may well mean that 'deal' has vanished as when I mention this they get very vague and sound confused!!
I actually feel very sorry for the people working there they must spend their days listening to people going nuts in frustration.
Plusnet what on earth went wrong !!!!
Reviewer
Nicki
Location
Aberdeen
Date
06/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Atrocious customer service. If a human being can answer the phone at my national banking service within 3 rings, why does it take Plusnet 45 mins plus? And their Live Chat is never available as there are no customer services representatives. Appalling. I'd like to query my last bill but I can't because I can't contact anyone.
Reviewer
DK
Location
Cowbridge
Date
06/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Been with Plusnet for years. Fibre has arrived in my village and I therefore had reason to contact Plusnet with a view to move from ADSL to Fibre.
1. Plusnet phone lines wait times have become unusable.
2. Plusnet staff have become impatient, bordering on rude.
3. Plusnet do not do Fibre to the property.
4. Plusnet prices have become uncompetetive.
Simply waiting for contract to end now.
Reviewer
Radan
Location
Southampton
Date
06/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I ordered broadband and paid upfront for the first year (£ 220). After a month and several contacts to try to find out what is going on, I was still not able to even get a date when they will connect me. Tried to cancel the service ... had to call several times (excuses like 'our system is down' or 'that department closes earlier than the call center') and finally got it canceled. Getting money back will take another 3 weeks ... although taking many from me took 5 minutes. Shameful!
Reviewer
Nicholas Sutton
Location
Bristol
Date
03/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I'm very aware that most broad band providers will have their faults, but how PlusNet ever managed to pick up any awards baffles me!
Customer service is beyond inadequate. However, lack of communication regarding updates and responses to queries, unreliable service and fluctuating service fee are my main concerns.
Be sure to cancel your contract before the end term, otherwise your deal will double in price. You will not receive any notification (inc emails), and it is your own priority find this information on their website.
Shop around. Avoid this company.
Reviewer
Octavio
Location
London
Date
03/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet is the most bs isp I've ever had in my life. I'm not even close to getting advertised speeds, ontop of that, the speed drops constantly. I can say it has 100% to do with the service because I'm using a Netgear D7000, which is a £300 router and among one of the best to current day. In conclusion, the seemingly cheap prices may attract you but I would stay far away from getting a plan with plusnet, in the end you'll be locked in a 12 month contract that you will absolutely hate. I s*** you not, McDonald's down the road from me has better WiFi.
Reviewer
S E
Location
Tonbridge
Date
03/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I have been with Plusnet since we first got a BT Home Highway connection last century. Because I only want broadband it is difficult to change - every other company wants to sell you a package.
Download speed is regularly lower than 0.75 and( on a good day it might be as high as 2.4) upload speed is a constant 0.5 or lower. My son was told it would take over 1 YEAR to download an upgrade for a game he plays.
I am sure we are below the permitted %age of customers who don't get the advertised speeds but Plusnet will do nothing for us.
Reviewer
Edward
Location
Manchester
Date
02/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Why did I join plusnet?
Internet has been down for four days now, they've promised call backs and failed to keep them so I'm having to spend 50minutes in a queue waiting to speak to someone who doesn't care and just wants to get you off the phone. I have no idea when my issue will be resolved but they're happy to continue billing me. Avoid at all costs..
Reviewer
J Ross
Location
Cheshire
Date
02/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Reliable speed, although rooter has let us down over the past year or so. Unfortunately, connection took several weeks - due to a series of errors by the provider resulting in lengthy delays.
Worst thing has been the customer service, which has holding times in excess of 30mins to get in touch via phone - unfortunately no option to resolve issue online.
Be aware, there is a fixed £30 fee for dis-connection we were not explicitly made aware of.
Overall, we would not recommend and will be utilising another provider in the future.
Reviewer
Howard
Location
Hove
Date
02/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After seeing adverts claiming good service and easy switchover I set this up hoping for an easy life. Plusnet were the opposite. They sent me and the also awful talk talk multiple switch dates so talk talk cut me off weeks before talk talk were actually taking over.
Spending over an hour on the phone and same online I was sent from person to person having to go through security every time without knowing details as it wasn’t set up and the people were all unhelpful in a way that seemed deliberate hoping I’d give up and just let them keep the money I’d already paid in advance. I gave up and demanded a refund. This also took ages. Time wasted, don’t use plusnet.
Anyone know a firm that is half decent?
Reviewer
Lucas
Location
Cheltenham
Date
30/11/2017
Comments:
Really awful service, price is considerably higher than when I started because they upped line rental charges. Just don't bother.
Reviewer
Julia
Location
Milton Keynes
Date
30/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible. I've been trying to pay my final bill (having been conned into paying a £30 cancellation fee because I want to leave). Customer services online told me to pay by phone. The phone message told me to pay online. When I asked customer services online why I couldn't pay online he couldn't tell me "for security reasons". Tried again by phone but have been holding on 20 minutes. What a way to run a business. Steer well clear of them.
Reviewer
Mike
Location
Spalding
Date
29/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been having continual drop outs of my connection since the contract started on 24 July. I've been on to customer services many times and the best guess is that the wiring has not been properly connected after taking over the contract from Sky, (who use their own wiring). I've often been waiting 35 minutes to connect to Customer Services, and then having to answer the same questions. I have been disconnected twice when being tranferred to the faults team. I've been told I need an engineer to visit probably 6 times, but still no dates been offered.
Today I set up a new Sky contract. I know I will have to pay a termination fee to Plus Net but believe me, it will be worth it just to have a reliable connection.
Reviewer
Jo Lewis
Location
plymouth
Date
29/11/2017
Comments:
Absolutley awful accross all criteria, well done plusnet for a rounded and reliably dreadful service. Love the strap line 'we'll do you proud' begs the question; when?
Reviewer
Gordon Parker
Location
Bedale
Date
29/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Josie Baxter
Location
Cirencester
Date
27/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So dreadful it's beyond ridiculous. Can't get through to anyone on the phone. Can't log in online after changing my password twice. All I wanted to do was pay my bill. Clearly don't want my money or for me to continue to be a customer
Reviewer
angela
Location
staffordshire
Date
27/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Changed over from Sky who werent brilliant with customer service but this company is the worst I have come across. The broadband is slow and contantly goes off so that I have to keep reconnecting and whenever I attempt to ring customer services I am kept on hold for 20 minutes minimum and often get cut off mid conversation. They never ring back when they have cut you off despite having my phone with them so they, of all people, will have my number. The calls are also expensive. I wish that I had looked for reviews before changing to them as I would never have swapped. I am very dubious of certain positive reviews on this site especially when people who claim to have been with them for four years suddenly decide to put on a positive review. Avoid at all costs!!
Reviewer
David Craig
Location
Malvern
Date
27/11/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It comes as no surprise that PlusNet has been owned by BT ( Openreach) for some years. Sadly a friendly and reliable company has adopted the BT Openreach approach to customer service. It is almost impossible to report a line fault or service issue without spending at least half an hour waiting for a call to be answered (If customers calls are really important to them why have they not hired more people to answer them?). Openreach can only be reached through your ISP, so there is another sea of trouble! Openreach have made themselves so difficult to talk to (You cannot!) that they act with impunity as far as caring what the public think of their performance. PluNet has an "online chat service" to report faults which sort of works but it is usual for line faults to take a week or so to be fixed. This morning I waited in for an Openreach engineer deployed on behalf of PlusNet to turn up to find he has claimed that he visited (Not true) and was denied access (Also not true) to fix a fault supposedly fixed a week ago which went down 12 hours later. You could not make this stuff up. PlusNet and Openreach between them operate by making it almost impossible to deal with anything without hours on the phone. If I behaved like that to clients I would not expect to keep them.
by the way, if you want to complain to PlusNet write to:
HLE Dept, No 1, Pinfold Street, The Balance, Sheffield S1 2GU
Reviewer
carol
Location
wales
Date
26/11/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with them a year. Goes smoothly. Only use internet and phone. Were helpful when speed went slower than when you made a coffee waiting for system to boot up in the 70s-80s. Phoned. Was told how long I would be kept waiting - long enough to make a coffee of course. They knw of no problem their end, but would stand by to see if my helpful helper found something. He did. Another helpful helper had turned off the automatic update option and I had 66 updates queued up. So it was sorted from my end and I phoned plus net to let them off guard duty. We laughed.
Reviewer
Peter davies
Location
Shropshire
Date
24/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I upgraded from 17 mbs to 35 mbs several months ago for a cost of £7.99. The maximum speed achieved has been 22 mbs but consistently the speed falls below 17 mbs. I contacted plusnet who carried out some tests their end and then walked me through tests my end. Having discovered no issue I was told the matter would be escalated their end and I would receive a response within 10 days. I chased them for the response but once received it just suggested I did the tests again my end which I did and no change occurred. I contacted plusnet and was told it would cost me £60 if an engineer attended and no issue was found on their side. I decided I could not afford £60 and I would monitor the speed over a period of time. No improvement has occurred so I am now raising a complaint but not expecting resolution but just an enablement to raise the issue with the ombudsman.
Reviewer
Andy
Location
Stoke On Trent
Date
24/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Placed an order engineer came did installation waited 3 days for broadband to come on after several calls and a very bad experience with the customer service was told we have not put order in for broadband it will take another 7 - 10 days waste of time company STAY AWAY DO YOUR SELF A FAVOR
Reviewer
Ayakina
Location
Derbyshire
Date
23/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
This company cut off my 88 year old mother's phone without warning. Her bills were around £30 per month more than when she was with BT. We couldn't get anyone to answer the helpline phone. Avoid at all costs.
Reviewer
Paljit Raman
Location
Southall
Date
23/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It was such an unfortunate time when I switched my home phone and broadband from EE to Plusnet. They were supposed to activate my service on 30th October 2017 without any interception but I was left without phone and broadband for 24 hours and after calling plusnet so many times my home phone and broadband was eventually became alive. Plusnet live chat is not helpful at all and when you phone them you will have to hold 45 minutes each time.
Anyway, I am without broadband since it has been activated a month ago. Nor did I receive any response to my written complaint about the problem.
Reviewer
Paljit Raman
Location
Southall
Date
23/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It was such an unfortunate time when I switched my home phone and broadband from EE to Plusnet. They were supposed to activate my service on 30th October 2017 without any interception but I was left without phone and broadband for 24 hours and after calling plusnet so many times my home phone and broadband was eventually became alive. Plusnet live chat is not helpful at all and when you phone them you will have to hold 45 minutes each time.
Anyway, I am without broadband since it has been activated a month ago. Nor did I receive any response to my written complaint about the problem.
Reviewer
Neil Hewitt
Location
Christchurch
Date
23/11/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
No problem with them right up.to the point where I had a problem with my broadband being intermittent. Since then its been hell. Ive spent about 11 hours on.the phone so far over a week most of it in a queue. After about 7 calls i now have no broadband at all. Their attempts to.fix it have actually had the opposite effect. They are now busily ignoring me. As a result I have cancelled and will be attempting to get a refund for service ive paid for but not had. Wish me.luck...
Reviewer
GARY
Location
GAINSBORUGH
Date
23/11/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
If you are currently with BT then stick with them, I wish I had.
Plusnet is not reliable for streaming Netflix etc or even simple internet searching.
Customer service wait times are ridiculous 15/45mins.
Just haggle with BT and get a better deal.
Will be returning to BT when contract finishes.
Reviewer
gerald
Location
burnley
Date
22/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
line was ok not as fast as advertised, phone line never worked and billed for it and have to pay to disconnection..very very very poor/bad treatment from live team.
Reviewer
P Bailey
Location
Gt. Yarmouth
Date
22/11/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Have been a customer since 2012 but recently broadband speed seems to have slowed considerably. Have tried to contact them numerous times to see if they will match an unlimited download with free anytime landline and mobile phones and faster download deal from Talktalk. Who has the time to sit on the phone for a 30 minute wait every time they call- or is it a standard message to encourage customers not to call. It seems to be the same message at any time of day. If they do that to potential new customers, I am surprised they have any. For a communications company they should know that is exactly what customers want- communication with them. We will now take the better deal without giving them the chance to offer a better deal
Reviewer
SF
Location
Mansfield
Date
20/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Before I joined Plusnet, I asked them how long it would take to switch over from current broadband supplier. They assured me that they generally have no problems and I made it very clear the switchover needs to be seamless. They send me a message after switchover, saying everything was completed OK. We had no service, so raised it. They said they would fix it in 48 hours and 48 hours later still no broadband.
They have call waiting times of 30 minutes, so I had to call again and they said that the engineers they sent to switchover messed up the wiring between cabinet and the house and now they needed to get OpenReach to fix -this is now going take another 3 days.
This is totally unacceptable and they refuse to compensate me for the fact that I am out of pocket becasue of having to purchase mobile broadband for the time I do not have service because their engineers were incompetent in the first place. I have had no problems with my previous broadband suppliers, Ionly moved to get faster broadband.
Not impressed at all and after waiting 30 minutes for an agent, all you get is a lippy response rather than a genuine willingness to help. How do they get away with it in this day and age !>?!??!?
Reviewer
Roger
Location
Abingdon
Date
19/11/2017
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Have been with Plusnet for 18 months now and just considering a switch because there has been a price rise. Over 18 months, we have had no problems whatsoever. Our Netflix allows us to stream two screens at the same time on standard broadband. Very happy. Now just go get the price back down!
Having read all the rest of the negative reviews, I decided to share a positive experience. I guess it comes down to your experience with them.
Reviewer
Unhappy
Location
Newcastle upon tyne
Date
18/11/2017
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Speed test results show 8mbps but plusnet say there is no problem and i am getting 40mbps. Sounds like they are just saying what i should get and not what i actually get.
Reviewer
Geoffrey Willing
Location
London
Date
17/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Tried to report a fault but do not seem to employ enough staff to answer calls within 5 minutes. Tried to report on their chat service. Probably due to the fault cut off twice third attempt asked for a call back. Agent says they can't do that!!!! A COMMUNICATIONS COMPANY THAT CAN'T COMMUNICATE. Will cancel bank payments to see if that might focus their communications skills. If you aren't with them don't join as bad as TalkTalk!!!
Reviewer
Atom
Location
Birmingham
Date
16/11/2017
Ratings
Speed
3.00 stars
Reliability
4.00 stars
Comments:
pure customer service. the price is increasing every 2 months. Big exit fee amount.
Reviewer
Andrew
Location
Edinburgh
Date
16/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I decided to sign with Plusnet. Major waste of time.
The day I signed up I was alerted that my old provider had blocked the deal from going through. I explained that my old provider contract was terminated. I then received confirmation that everything was fine and the order was back on track. Great!
14 days later, still no router, back to customer service I go. A bit of waiting around but another representative assured me it was in the post. It arrived the following day. Great!
Days later, internet still not activated. Back to customer services and a representative eventually tells me that my old provider had cancelled the order. I explain this had happened already and that I received confirmation that it was no longer an issue. 5 minutes later the agent replies ‘It has happened again’ and confirms it would take up to 12 days for my internet to be activated… Not great!
I ask Plusnet why they had failed to inform me and why they had sent me a router out without mentioning it? Also, why had they waited for me to ask them? Another 5 minutes waiting and I got the reply:
“So i looks like the automated systems have closed the tickets which we reply our messages to the customers too. in we we do apologise about this”.
After 1 hour and 20 minutes in the chat I ask for my contract to be terminated. The representative does not reply, just disconnects...
Additionally, the router they sent out looked like a cheap piece of crap…
Looking for a new provider? I’d avoid Plusnet if I were you!
Reviewer
Will
Location
Exeter
Date
16/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I left plusnet because of bad speeds. After my contract finished and I'd switched, they took another £9.99 which didn't belong to them. I had to raise five online chats, always being told different things, but that it would eventually be refunded. My account then closed. Twice they said they'd escalate it, and still nothing happened. Then they said it would be sent by cheque, which is hugely inconvenient to me. They couldn't care less. I wanted to call to complain but the wait times were over 30 minutes. It another horrid company where if something goes wrong, you're lost in a sea of admin and confusion on their part.
Reviewer
Susan
Location
Baildon
Date
15/11/2017
Comments:
Have spent ages waiting for an advisor to speak to about cancelling my brothers account as he is realy ill and has moved into a nursing home. Response plusnet didnt want to know when I told them he was really too ill to speak to them, so he will be now building up charges for a service he is not using. Thanks plusnet you obviously do not give a damn about your customers.
Reviewer
Chelsea
Location
Dudley
Date
14/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely disgusting service from plusnet and I haven't even received any kind of service from them yet. 2 days of waiting around the house for a call out (after nearly 2 months of waiting) and after being promised an installation date they still didn't turn up. When I contacted THEM on their complaints line i got a dull response. Quick enough to take my deposit and my payments but still have no landline or broadband. Take your money elsewhere and avoid all of this s***.
Reviewer
Katie
Location
London
Date
13/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor service! Broadband is not working, and I have spent 55 min on hold trying to get through to Technical Support. Still did not get any help. God knows how much longer I will have to wait. Customer Service is non-existing!!!
Reviewer
Jonny
Location
Sussex
Date
12/11/2017
Ratings
Customer Service
2.00 stars
Reliability
2.00 stars
Comments:
Been with Plusnet up till the end of October as I'd finally had enough of the poor service they provided all round, I've even terminated my contract early to do so, that's how poor it is!
Started off really well with little problems, but within a few months the broadband was slow. We watch quite a bit of Tv through the internet, but just gave up in the end as we'd get half way through a program only for the internet to stop.
Like others that have said they're staff don't care and fob you off with rubbish. Our broadband connection would regularly go out throughout the day, when I spoke to someone online the advice was to turn the router on and off again to fix the problem, They claim they provide you will high speeds but there the slowest around.
I changed providers for phone &a broadband, received a letter to say they had the info about the phone but not broadband. When I spoke to online chat this was complete crap as they were fully aware everything was being changed over. I asked for my final bill which he couldn't give me.
Since then till today I have spoken to several different people and finally received my bill through, they still continued to charge me for a broadband service I was never receiving,cheeky!
Don't believe anything about they're adverts, they are the complete opposite, poor service providers and poor customer service. I now have to spend my time in a calling que to pay off my contract as they've threatened me with third party debt collectors, absolutely disgusting. Avoid this company like the plague.
Reviewer
Jayaprakash
Location
Ware
Date
11/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This was the worst decision I have ever made never.......ever join plus net your life is going to be very difficult....I have taken out fibre broadband and never worked properly I tried to cancelling they come up with huge bill customer service is woefull never give you any answe idiots
Reviewer
Sarah
Location
Kent
Date
10/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shockingly bad service. Moved house and called Plusnet over two weeks in advance to arrange for our phone and broadband to be transferred on the move date. Get to move date & there is no phone line or broadband and it turns out an order hadn’t been placed by Plusnet. Advised that it would be two weeks until we would get fibre broadband but that they would install standard broadband within 5 days to cover us in the interim. Called up a couple of days later to confirm when standard broadband would be installed (as I hadn’t had any email confirmation) and was advised that, once again, Plusnet hadn’t submitted an order and there would therefore be a further delay. Standard broadband installation day finally arrives and I receive a text saying the broadband order is complete but, guess what, internet doesn’t work - router showing flashing red light. Call Plusnet and am told that an engineer needs to be sent out and the earliest they can come out is in 5 days time, so the absolute earliest now that we will get working broadband is 4-5 weeks after I placed the initial move order.
Must have spent at least 5 hours on the phone to Plusnet in the past couple of weeks (30 minutes is the average time you are on hold before someone speaks to you) and some of their call centre staff are rude and totally unapologetic for the inconvenience Plusnet’s mistakes have caused. If I could give 0 stars for customer service I would. Contemplating paying our £180 cancellation charge and starting afresh with a competent provider.
Reviewer
Mo
Location
Leeds
Date
10/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a total disaster of a company. I could reel off a litany of issues but won't, needless to say they are the most incompetent, unscrupulous company I have ever (unfortunately) had to deal with.
To start with the call centre agents obviously read from a prepared list of excuses that will hopefully get you of their backs!
They have no clue whatsoever in “Customer Service”, seems the memo is still in the post!
Lies, deflection methods, and a total lack of empathy is what you can expect when dealing with Plusnet...they should call it “Fishing net” because once you are signed up, you at their mercy in getting any semblance to the term ‘service’.
What’s so funny is they really do believe they are a fully functional, professional service provider – I guess the memo will reach soon when sales figures start to dwindle and reality hits home!
I’m already committed, but will certainly be out as soon as humanly possible. My advise (in all sincerity) is keep well away. Honestly you could do without the nightmare of – aka, ‘ PLUSNET.
Reviewer
graham
Location
norfolk
Date
10/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Like everything else these days, it's ok when its working, but as soon as you have problems Plusnet are woeful. My broadband speed suddenly halved about 6 weeks ago. Plusnet do everything they can not to sort it out, repeatedly tell you to do the same tests, and try to frighten you off by saying if thee call out an engineer you will have to pay unless the engineer finds a fault in their line. they take 3 days to respond to any email. After many phone calls and emails they finally arranged an engineer, who came out, fiddled around with the cable, and left. Fault not fixed but the engineer told me that there is a fault on the line and Plusnet will have seen that and should have called out an engineer weeks ago. Speed no better than before, varying between 1.4 and 3.7, not the super mega fast 6.7 we used to have!!!
Plusnet dont care, but i suspect in that respect they are like all the other providers. Sign of the times
Reviewer
John Aked
Location
York
Date
09/11/2017
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Firstly let me say that all the adverts you see about "who is the best" with broadband speed is totally wrong. Speed is ultimately dependent on the area you live, the density of the population you are in and the quality of the cabling. I was told the best prices only relate to how remotely you live!
I have only been with Plusnet for twenty four hours and in that time since I handed over £234 they have messed up my password, made a mistake with my phone number and sent me eight emails with conflicting information. To try and put things right I have spent 45 minutes on a chat page which ended in no satisfaction and then a further 45 minutes waiting on the phone to speak with someone. When I finally got through I told the operative about the email saying I was to get a new phone number and she said she would ensure I kept my existing one. Today when I opened my email there was one from Plusnet saying my home phone with Plusnet has been cancelled!So another twenty minutes waiting on the on the phone to Plusnet to ask what is going on. Only to be told that as the phone had been cancelled it would now take longer to get connected to keep my existing number. After all the mistakes Plusnet have made in the last 24 hours with me not one of the people I spoke to apologised for their errors! So much for their outstanding customer support! Time will tell if things improve?
Reviewer
b howie
Location
Glasgow
Date
08/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Customer service is very disappointing. Had problems connecting in new house. Spent around 7 hours on hold waiting to get through to call centre. Eventually 2nd engineer fixed problem and 3 months later I get email to say I have to pay £65. Not enough staff employed in call centre.
Reviewer
Paramjit
Location
West Midlands
Date
08/11/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Might be cheaper than other providers but they are rubbish at listening and dealing with connection issues. I had constant speeds of over 70Mbps before, this slowly went down to 67Mbps and now hovering around the 64Mbps, which is ok but quite a drop
Reviewer
Barry
Location
Newark
Date
08/11/2017
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Been with them for 4.5 years now and overall have had very little problems with them. Any problems were sorted out pretty fast. Overall speed is very good and very rare occasion had any problems. One problem I had was a router failing and was replaced within 3 days. Speed is consistant. They have had problems with their web mail server being very slow to connect and get emails, but but that has improved but still not 100% there yet. I have had good deals with them but its best haggling. So overall very satified with them.
Reviewer
David
Location
Salford
Date
08/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I work away from home so don't really use my home broadband a lot... only twice a week and the two times I use it is so slow I feel like I've travelled back in time!.. it loads up slow and I can't even watch a good full movie.. can't believe I pay this crap company good money for such poor value.. I cannot wait for my contract to end!!!!
Reviewer
L Pillai
Location
Liverpool
Date
07/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I wish I had read the reviews here before I paid 1 year upfront and changed over to Plusnet...... my start date for my broadband and phone is today but they’ve only sent the router today and it will be 3-5 days before I’ll recei it!!! It’s a Joke!! They’ve cancelled my broadband with my previous provider but didn’t think I’ll need a router sending out earlier so it’s here for the start date!! Stay away from them...
Reviewer
dave-104
Location
Norfolk
Date
07/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
they used to bang on about their customer service being so great, something has changed and nowadays it's almost impossible to get through to someone.
Reviewer
Catherine
Location
Milton Keynes
Date
07/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Meant to go live yesterday with phone & broadband, no router has been sent! Phoned & chased on Sunday to be told there was a system error & for some reason it hadnt been ordered but they had now ordered it & it would be with me within 5 working days but dont worry they would waiver the P&P charge of £6.50, a charge I knew nothing about!! Told them I wasnt paying for downtime too.
So yesterday the phone line went over, oh yes, theyve managed to cock that up too!! They have given me a new number & not taken my old one over, obviously they havent told me my new number otherwise I could of preempted this mess up!! It will now take 14 days to port my number from Sky.
This morning I now receive an email telling me my router is being dispatched today, 2 days after I phoned chasing it!! Luckily for me they are sending it Royal Mail (they cant courier it despite it being their fault!) & we all know how reliable Royal Mail is!!
So thanks to Plus Net I now have no internet & a phone I can only call out on as nobody knows my number to ring me on!!!
Reviewer
Nick
Location
London
Date
04/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had the worst experience with Plusnet i've ever had with a company.
Took out a contract 15 days ago, got activation on the 14th day, and only had 0.41MB speed from the promised 55-77MB speed. So had no choice but to cancel. Plusnet said i'd passed the 14 day trial... err, only got activated on 14th day!!! And, was told By sales that the 14th day trial begins when activation starts, NOT TRUE! So this company is a total scam. Also i have to pay £50 activation and £23 for a month of service that is not usuable. Out of pocket £73 with no product = SCAM !!!!!!
STAY AWAY FROM PLUSNET
Reviewer
Laurence Mays
Location
OXFORDSHIRE
Date
04/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The most shocking company i have ever signed upfor. Never pay upfront line rental as they then dont care or help slow speed and useless staff
Reviewer
Harry
Location
Derbyshire
Date
04/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
On an upto 38Mbps I get 20Mbps. Having told I would get 35Mbps. Not happy.
Reviewer
Naomi
Location
Plymouth
Date
03/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So After 4 weeks almost waiting for our new pluset internet to be up and running... I today went crazy and cancelled the lot.
I DO NOT RECOMMEND THE PLUSNET BROADBAND TO ANYONE... WORST SERVICE EVER!
I ordered it the begining of november 1st problem was they could not book it for the pm slot so i had to call and change... then they turned up in the morning anyway.... then i had to wait a further week booking it again yet they still booked the morning.... so i call again... so 3rd time lucky??? No they bodge it up again so i complain and force them to book it for friday.... its all booked properly... I get countless confirmations... guess what 2 hrs before the engineer is due they cancel.. I now have to wait to for the correct engineer on monday.... I have the phone line guy here well that's useless to me.... so i call and try for the 5th time to get it up and running today... end up talking to a manager .... nothing worst service... so I cancel wanting a full refund and compensation for loss of business! Now I just paid £86.00 to virgin to connect me tonight.... which they did it took them 10 minutes!
Thanks a bunch I was hoping for great service considering I have no problems on my mobile network... thanks for not doing me proud... make sure you refund me.
Reviewer
AH
Location
Cheshire
Date
03/11/2017
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Have been with Plusnet for 6 years now and have just moved house and not taken them with me. Every time I need to call them, I am told its at least 15 minute wait. I queried this on a number of occasions and the response was "There is a new call centre being organised that will help". I think they need about 30 calls centres as its a right pain to get through to them when you need help. eBay are quicker to get through to and that's saying something. I have absolutely no idea how they manage to rate highly on customer services but getting through to them has to be a zero star to 1 star. Over the years my fibre speed has degraded as well. Connection seems stable.
Reviewer
Ben Elsworth
Location
North Yorkshire
Date
02/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I stayed with Plusnet for 5 years for fear that others would be even worse. When I tried to leave (moving house to rural North Yorkshire where broadband now comes by radio link) they said I have signed up for a year. I let them keep taking the payments for the rest of that year despite getting no service in return, but then they kept going. I have cancelled my direct debit, and now they are threatening me with debt collection, even though I haven't used the service for 6 months! I can't even contact them to discuss, they send me emails to which I can't reply, and the wait to call them is over an hour - in working hours only. I can't spare that time in working hours! Plusnet market that they have the best customer service but this is a fat lie, I would strongly advise anyone to stay well clear.
Reviewer
Jayne whittam
Location
Rotherham
Date
02/11/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Before I even got my services activated I had a bad running with the customer service team. I had a problem and the customer service team was very rude and acted like they didn’t care at all. Spoke to a few different people and they was all the same. When I went to cancel I spoke to a man for about 30 seconds on the phone, I said I wanted to cancel, he said ok and hung up. Think if Plusnet want more customers they need to change their customer service team members. I cancelled it within 14 days of purchasing it so I wouldn’t be stuck with this poor broadband provider. Back to sky!
Reviewer
Kim
Location
Liverpool
Date
01/11/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Signed up for unlimited fibre broadband with an incentive of £50 cashback. Never got cashback and when I queried it I was told that there had not been a cashback offer at the time I signed up. This despite me having a copy of the webchat asking the advisor how the cashback worked. False advertising as I have no proof of the offer from 5mths ago. Broadband speed really slow and keeps disconnecting. I cannot understand how plusnet are rated excellent for customer service because in my experience the customer service is very poor. Also it is very hard to find out how to log a complaint with them. As soon as my contract ends I will be leaving this company and never using them again.
Reviewer
Jake
Location
nottingham
Date
31/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plus net speeds are awful. Make you wait forever for it to be set up. When they try to fix it nothing changes. Also i have had numerous exchanges with extremely sarcastic customer service agents.
Reviewer
Lisa Robbins
Location
Worcestershire
Date
29/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Been without broadband or a phone for a week been told it will be at leadt another week. Customet service non exidtant. It is run be monkeys and not sllowed to speak to the organ grindet. They dont advertise that they are owned by BT and lets be hinest BT couldnt wipe there own backsides.
Plus net are incompetent money grabbing usless brain dead ideots.
I will have a new provider by the end of the week. Anybody who can provide will do. Dont do it run in the othet direction from this joke of a business
Reviewer
R wilson
Location
Sheffield
Date
27/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The service was never reliable if more than one Person was using the wifi it didn't work ended up having to use it one at a time ! Then my contract ended February but I kept just paying monthly I canceled the service in July as we moved house and they carried on taking the monthly payment up til 6th October using someone else's card details they had stored from a previous payment, these payments were not authorized by the cardholder and the account was nothing to do with them whatsoever but they will not refund the money they have stolen absolutely ridiculous when you try to ring to sort anything out you end up in a queue for 30 minutes to then be fobbed off by unhelpful customer service advisors, this company has caused me so much stress and trouble as the person whos card they used at first thought I must have been using it fraudulently it's a complete joke of a company and I wouldn't recommend them to anyone
Reviewer
Isabel
Location
Newcastle
Date
27/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful and completely incompetent customer care, hours on the phone over the last few days and going round in circles over a problem that was their fault, not mine. Constantly being told I need to pay for a missed engineer visit - I did not miss the visit, the engineers were in my home for several hours but unable to install my new internet due to a problem in the street rather than my home. I wish I stayed with Virgin, definitely worth the extra money!
Reviewer
Rob
Location
Edinburgh
Date
27/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible Customer Service!
I placed an order for broadband and phone.
I asked for the order to be delayed a couple of weeks until my existing contract was up, as I didn't want to get hit with a cancellation penalty.
They totally ignored this request and gave an earlier date.
To add insult to injury they sent me an email indicating that they were changing my phone number - I didn't ask for this.
I can't understand why they are rated highly for customer service when it is obvious they don't listen to their customers - and probably don't care about them either.
I cancelled my order, and have not had an apology from them for their mistakes.
Reviewer
Richard Wright
Location
East Yorkshire
Date
27/10/2017
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Have been with Plusnet for about 5 years and broadband / phones etc have been OK. However, when something went wrong and there was a fault on our line it took 25 minutes of hanging on listening to inane music before someone finally appeared to answer my call. I was then transferred and had to wait another 30 minutes before I finally spoke to someone. Despite having a call centre in Sheffield, it may have well as been in India because I could hardly understand a word that was being said to me! I was then told I would have to wait - without phone line and only intermittent internet for 5 days before an engineer could attend. Interestingly, the operator told me that they had had a lot of complaints about poor customer service, recently - and I'm not surprised based on my experience. For a company that shouts from the rooftops about its excellent customer service, all I can say that Plusnet is probably one of the worst companies I have ever dealt with in terms of just ease of contacting someone, let alone what they actually do to resolve a problem. All in all - I am totally dissatisfied and will definitely be changing my provider once this issue is resolved.
Reviewer
alan
Location
otford sevenoaks
Date
26/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you have the time to call their help line you could find yourself in a queue up to 1 hour before you can even speak to someone
Reviewer
jon
Location
soutampton
Date
26/10/2017
Comments:
I was about to sign up to plusnet!!. I've reconsidered. the reviews read just like my talk talk experience.
Reviewer
Kevin
Location
Sunderland
Date
25/10/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
in the first couple of weeks i was getting 13mb it now is 6mmb phoned customer services no help what so ever worst broad band provider i have ever dealt with
Reviewer
Jane
Location
South Wales
Date
23/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Worst website to navigate, nightmare to even find how to log a call, and when you do too busy to be able to log a call by web chat or phone. And this repeats and repeats. Also does not apply refunds for the many days they do not provide service even though they say they will. Most annoying whilst you telling them the customer service is the worst they are asking you to rate their award winning customer service... FFS
Reviewer
Dan
Location
East Cowes
Date
23/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Everything about Plusnet is terrible. They promised me £50 install fee back which they then denied even after I had proof of it on a recorded phone call. They missed the go live date. When we did go live 3 days later we had speeds of 0.0mb download which is of course not usable. When I phoned tech support he told me he had "reduced noise" and I have to wait another 4 hours for much faster speeds but guess what, still 0.08mb. passed through to someone at customer service who basically called me a list and just got my back up. After a 1hour 7 minute phone call after a full day at work I'm left no better off with my broadband. Had to hang up in the end as my temper for the better of me. Save yourself the anger and hours of phone calls which you will get and give Plusnet a miss. This sort of service and customer service should be illegal!
Reviewer
Craig
Location
Worcester
Date
21/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely atrocious broadband. Slow slow slow. No flexibility with payment date. They tell you when they're taking payment and that's it. Cancelled direct debit to manually in line with my monthly salary and guess what? They spit the dummy out like a big group of overgrown babies in baby grows and restrict my service for not having an active payment method in place. Regardless of the fact that I pay the day I'm paid by debit card. They are THE WORST COMPANY I have ever come in to contact with. The staff are cocky, arrogant, defensive, brain dead, unhelpful and completely incompetent. I have visions of 20 un educated/untrained idiots all sat on their laptops at home trying to answer the incoming queries. They make a complete mockery of the intelecom industry and should be closed down. As for other reviewers I too also experienced a situation where I moved house and they signed me in to another contract as part of the home move process. I'm considering paying the early termination to be freed from them which is over £250. That's how much I hate the company.
Reviewer
david shaby
Location
West London
Date
20/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband provider I even had!
Keep away from this provider and don't believe their slick TV adverts.
Their internet connection is dreadful ! There is no connection during the morning and then connection is sporadic. When I complained they blamed my computer !
Also be aware of the fact that it is practically impossible to leave them within the 14 days as you are entitled by law.And here how Plusnet tie you to a contract:
They claim that the 14 days period starts from the moment you sign the contract and not from the moment you receive your service. They take over a week to connect you and them when you discover how bad their service is and ask to terminate the service while still within the 14 days period they say that you need to wait for another 10 days until the system is 'stable'. Having waiting for these extra 10 days and the connection is as bad as before and you wish to leave them they say ' sorry but you have missed your 14 days deadline'
I would strongly suggest that before you sign with them make sure that you are aware of this trick and better still keep away from this provider
Reviewer
Yunus
Location
Radcliffe
Date
19/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have talked to a customer service named Chloe and the they were very unhelpful. I was supposed to upgrade my contract with them asking for good deal but wasn’t happy so told them just to finish my contract and don’t renew it. Then they were charging me £30 for cancelling my contract when it finish? How could a company charge customer when the customer said to cancel the contract when it finish? She was unpleasant experience.
Reviewer
Yoana
Location
York
Date
19/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WILL NOT RECOMMEND! For 3 years I tolerated their sneaky change of contract and pricing. Twice we changed address and they sneakily changed our contract for yet another year and yet another year. Refused any support once we wanted to leave Plusnet when we found out we had been extended for another year instead they gave us a list of penalties that we will have to pay due to the fact we want to cancel before the end of our contract. On top of that the speed of our broadband was 2mbps.. TWO MEGABITS PER SECOND! I am having 72mbps right now with the most basic broadband from BT. Your entire company is based on disgusting sneaky contracts to tie your clients for yet another year and another year for as long as you can instead of providing good service. Plusnet has the best customer service you claim on your TV advertisements, you'll do us proud... if you had good service to provide in first place you wouldn't have to pride yourselves in being good at answering the phone after 65 minutes wait on the phoneline to resolve an issue. I will NEVER recommend your company and I have put sense into hundreds of people that have considered your company as a broadband provider and I will continue to do so, because you have been the most negative experience in this country I have ever had. Stay away and don't fall in the trap no matter what offer they make to you! There are so many more better more reliable providers even if you have to pay 5-10 quid more, please... Don't drown yourself in the swamp that is Plusnet.
Reviewer
Ashley
Location
Nottingham
Date
18/10/2017
Comments:
Tried to obtain these services online however there was an error with my payment,obviously on plusnets behalf...for some reason they wanted to take my money and give me no services,then they’re saying there’s no history of the payment,my banks confirmed that plusnet is holding my payment. Rang up to be answered by an idiot customer service member of staff,told him the situation as I’ve been chasing my money for 4 days and he gives me attitude like it’s me holding his money...anyway still waiting on my money as they can’t find it...very poor first impression I only wanted to buy one of the products and got messed about from the get go. So it’s a no from me!!! Even talk talk are better than this and they’re awful aswell.
Reviewer
ali
Location
DAGENHAM
Date
18/10/2017
Ratings
Satisfaction
1.00 stars
Comments:
rubbish, customer service even more verse you have to min 15 to 20 min for first answer and then on and on, i made contract so i am stuck but please read review before making your mind.
Reviewer
Ann-Marie shannon
Location
St helens
Date
16/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please don't go with this company.. dreadful at getting through.. lead me to believe a technician would come out to install my broadband.. then got an email to say my router was in the post..cheap plastic router arrived.. I rang to cancel and was told they would bill me £240 on top of my £80 I had paid to "install" my broadband..review review review first before you agree to sign up with this company
Reviewer
Jo
Location
Essex
Date
16/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrendous..... worst broadband we've ever had yet most expensive. Don't bother!!
Reviewer
Mo
Location
Portsmouth
Date
14/10/2017
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Not so award winning customer service, had my mobile phone line no reception for whole day on Tuesday and couldn’t get hold of anyone at customer service, phone line Dee and online 33 people before me and timed out before I reached an agent.
Reviewer
John
Location
Chesterfield
Date
13/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Quoted me between 32.5 & 34 Mbps. I get, on a good day, 23 Mbps. To be fair it could be my home wiring and/or the BT boxes. The cost (£100.00 + VAT) to check and find no fault puts me off having the check.
Reviewer
Michael Lyall
Location
Doncaster
Date
11/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Incredible that this company is slowed to use the slogan 'we'll do you proud,. Absolutely disgraceful service for a company that specialises in communications. If you want broadband don't go with these. Worst move I've ever made. Can't even get the basics right. Email I got said to a range an engineer reply to this email with three choices. I replied to get a message back saying'we don't monitor this email address....' poor broadband with worse customer service. I will be taking this up with the onbudsman as I wish I'd not moved! Oh just to provide a balanced review their rooster looks ok
Reviewer
David S
Location
South London
Date
10/10/2017
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with Plusnet since 2004 when I moved house. Started with simple cheap package and now have high speed fibre and phone through them. Overal I'm pleased and stick with them. Customer service wait on phone times are long but are dealt with appropriately. Speed and reliability have never been a problem and now with fibre, the speed is fast and stable. I receive small discounts for my loyalty and would have no reason to look elsewhere.
Reviewer
Paddy
Location
West Sussex
Date
10/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I am furious at the service I have received from Plusnet. I changed to them as a result of some very positive reviews and they were very professional in setting us up. However, we were moving house and had a gap between selling and buying. Dates had to be amended and I was promised that there would be no problems. Nothing could be further from the truth. They managed to totally mess up, leaving our vendors with nothing and us having to pay for a service we couldn't use as we had not yet moved into the property. Their response has been woefully inadequate; I can't have a name of someone in charge to complain to, I have wasted a huge amount of time and money trying to contact them and they tell me that there is nothing they can do to rectify the situation.
I would dearly love to terminate the contract but the penalties are astronomical.
You can tell the quality of a company by their response when there is a problem and I would not recommend them to anyone.
Reviewer
B SALTER
Location
DEVON
Date
06/10/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
This supplier provides a really good service.
Reviewer
John
Location
Chesterfield
Date
06/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
They told me I would get between 32.5 & 36Mbps I get around 23 Mbps. Your test says I should get nearer to the upper limit. Plus net can't give me a reason for the slow speed.
Reviewer
H
Location
Norfolk
Date
04/10/2017
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have been with Plusnet for approximately 9 years and whilst i still consider them good value, i am really not impressed with the waiting times for speaking to someone, normally around 30 minutes. Yes, they are helpful and you usually get an answer first time. Also, payment methods are inflexible, I don’t know why and neither do Plusnet, but i cannot pay my bills online so each month i need to phone up customer services to pay snd wait and wait and wait. Reasonably reliable and ok speed wise for what i need, browsing the internet and checking email, not downloading/streaming etc.
Reviewer
Neil
Location
Fife
Date
02/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had an 18 month contract with Plusnet for their standard broadband offering. No particular issues there - speed adequate, and service reasonably reliable; so when they phoned up and offered fibre broadband for roughly the same price, I was happy enough to sign up for another 18 months. Unfortunately, the fibre service has been pretty awful - you can guarantee it'll drop out every night - and their technical support folks have been unable to resolve the issues. At one point they said it was down to a fault in the exchange, which BT would fix; but even after this was dealt with, the problem recurred. They then said it was a router configuration issue, which they had fixed; but the problems remain. Contacting them is next to impossible, and I do not want to spend hours of my life on the phone, only to be fobbed off with promises for fixes that don't happen or don't work; so I am reduced to posting negative reviews to air my frustrations. When my contract is up, I'll be looking for a new provider. Sorry, Plusnet - you came highly recommended, so clearly you used to be much better than this.
Reviewer
Bob
Location
Aberdeen
Date
02/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
My broadband connection is unstable and unusable at times. If at first they don't succeed in fixing a fault they make you wait a while and repeat the same process(weeks). Obviously this does not work. So they will try to send out an Engineer again, make you wait again for another 5 hours and charge you again and the fault will still not fixed! It is also expensive to to phone using my land line. Long waiting times for support calls to be answered. only saving grace here is that they have a 0800 number so you can call support for free. Steer clear and do not sign up with Plusnet.
Reviewer
Hannah
Location
Liverpool
Date
01/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
They are a very frustrating company to deal with. The broadband was okay when it worked but regularly cut out which is why at the earliest opportunity I moved away. Unfortunately they are sneaky about you leaving and try to keep on taking payments when you are no longer with them. In my case I stopped a direct debit and told them I had. They sold my debt (£10 which they later admitted was not due) to a debt collection agency and couldn't recall it.
To say I spent hours on the phone is an understatement, I ended up paying the £10 just so that it would be over.
They repeatedly prevented me from making a formal complaint.
Total shockers I will never us them again and will make sure I let everyone I know how bad they are.
Reviewer
Skadi
Location
Stratford
Date
01/10/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have started to have problems with Plusnet at very first day after paying for my order. First of all they cancelled my first order after I called customer service to find out why they don't need engineer to come in and do the job if I am still paying for it. Their lovely member of staff called Mohammed (Mo), who tried to explain this to me and still left me confused decided I wanted to cancel my order which he did. When after a week waiting my broadband to go live, what didn't happen, I called them back and then Ashley said my order has been cancelled and next available time when broadband can go live is after 2 and half weeks what left me really upset. Well as she talked to me nicely I left it and was waiting until engineer came to connect broadband to BT and said I should have internet connection straight away regardless on my email it said broadband will go live on 30th September and engineer asked me to call customer service and turn it on. So I did and customer service person who's name I can't recall starting with M, said if it hasn't gone live by midnight of 29th then I should call them back. I didn't have nerve anymore do deal with them and asked my partner to take over. He talked A girl called Taylor who said our internet should go live by midnight 30th. Still nothing. I am so sick of it that don't even know what to do. Why they are selling it if they cannot provide - regardless taking my money before delivering see. I am so dissapointed and don't recommend this broadband to anyone.
Reviewer
katie
Location
wrexham
Date
29/09/2017
Comments:
Moved service as speed nowhere near advised rate.despite in contract and being charged full amount during motice period service dropped and notice about unpaid bill blocking internet sites despite paid in full.
Fraudulent that they omly get away with as ofcom wont touch a complaint of less than 8 weeks.
Reviewer
David Prendergast
Location
Rotherham
Date
29/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I took out an 18 month contract with Plusnet. After 16 months my router stopped working and needed replacing. Guess what - the router was only guaranteed for 12 months and I would either have to buy a new one or they would supply one free if I took out a further 18 month contract. Beware!!!
Reviewer
Mark
Location
Cambrisgeshire
Date
29/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was with PlusNet for years. When I moved house I transferred and that's where the issues started.
I was getting drop-outs a few times a day - the router was connected but there was no Internet connection. I went round the houses many times with support, being told there wasn't an issue. Even had an engineer out who found nothing.
Eventually I'd had enough and asked to move with no exit penalty. PlusNet agreed but stated that the issue would likely remain with new provider.
I moved to Sky and guess what, the issue is completely gone. Faultless broadband for 3 month. No more lock ups.
It doesn't end there though. I had a domain registered with PlusNet that I ran my e-mail through. I arranged (and checked twice with different operators) that I could keep the domain and e-mail and be charged a couple of pounds a month. All was well for a couple of days after moving BB, but then got an e-mail from PlusNet saying my e-mail would be shut in 2 hours. On talking to them, they knew nothing about the arrangement I had made and could do nothing about it.
So, I lost my domain and my e-mail. Took ages transferring everything over to a new e-mail provider. Still don't know if I have caught everything.
Utter rubbish. Don't do it!
Reviewer
Nick
Location
Somerset
Date
28/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Never use this company. They are the worst for service, promise broadband speeds that are unattainable promised 32Mbps and achieved 8mbps.
Their customer service will keep you on hold for up to an hour, you will be passed form one department to another and often the wrong department so be transferred again which means another long hold. They make it so difficult to get answers or deal with complaints that they hope you will lose the will to continue to chase for a resolution.
I cancelled last night and despite being told months earlier that there was no cancellation charge ( as we were out of contract ) they finally come up with a £30 charge because I was not keeping the service with a BT line. ( they are owned by BT) so they charge you for leaving when they provide an unacceptable level of service,
The final straw was them then cancelling the service immediately despite an agreement that it would remain until the 14 day cancellation period had expired which meant we were left without any phone or broadband at 8pm last night. They are without doubt the worst company I have ever had the misfortune to enter into a contract with. DO NOT USE PLUSNET
Reviewer
Mrs Mobile
Location
Perthshire
Date
28/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a loyal plusnet customer since 2012 and as I had never had a problem before, thought I'd take them with me to my new house. To do this I was told I would need to take a 24month contract to avoid connection charges. I said ok to this, had not had an issue before so obviously wasn't aware of their true colours! I have been in my new property for 2 months....still no phone or broadband. I have now been told it won't be available until 9th November, 4 months from the date I got my keys. PlusNet however are still happy to take my direct debit every month! The customer service has been appalling with nobody willing to actually try and resolve the issue. They just apologise and basically shrug their shoulders. I will be leaving PlusNet at my very first opportunity and would encourage others to do the same. I wouldn't recommend them to my worst enemy!
Reviewer
Jonathan Crowe
Location
Belfast
Date
28/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
This has to be the worst company in the UK and beyond for customer service. Attempts to contact by phone and online chat were unachievable. Not sure how I am expected to transfer my service when I move house. May have to resort to a letter by post which is ironic given this is supposed to a TELECOMMUNICATIONS company.
Reviewer
steve edmunds
Location
walsall
Date
27/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
abso;ute rubbish customer services,waited over 40 minutes to be connected for an online chat about my billing ,then got put through to another department were i waited another half hour ,then after a few words got cut off ...role on the end of my contract ....
Reviewer
GERALDINE O REILLY
Location
CRUMLIN CO ANTRIM
Date
26/09/2017
Comments:
Internet is rubbish customer care is rubbish to ring your charged and on hold for over an hour to chat on line with them over 1 hour you jump from 2 in queue to 1 and back to 2 and back to 1 and so on and so on only thing reliable is them taking their payment exactly on time would never recommend these people anything else but them would be an improvement dusgusted and can't wait to leave them
Reviewer
potok
Location
croydon
Date
26/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Trying to switch to plus net, they failed withing more than 3 weeks. Poor customer service, every person saying different thing, had to cancel after 15 days of waiting as they want me to wait another 10 working days.
SICK !
Reviewer
Barry
Location
Averham
Date
25/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
terminated my broadband service with no notice, no warning, no apology. Need to redefine what award winning service really is if this is their standard, must be the bottom of the list. Not recommended.
Reviewer
Rob
Location
North Lincs
Date
19/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with PlusNet since 2011. Very slow broadband speed but was coaxed into signing up for a more expensive package by "Nicole" who guaranteed a minimum speed of 6.4 or my money back. Current speedtests are less than half that. Lo and behold I am now told that PlusNet do not offer minimum guaranteed speeds!
Yours, feeling very ripped off!!
Reviewer
Svetlana
Location
N11, London
Date
18/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I switched providers. Switche to Plusnet. So far terrible experience. Sales support chat was amazing - no wait, responsive and adequate agent, I signed up, as provider was also recommended by a friend. They said activation will happen within 2 weeks. Of course it happened on 14th day. Only at 8 pm I received confirmation that I can use internet. Router couldn't connect to broadband. 30 mins in chat queue, then chat closed. 45 mins in phone queue, guy responded, said he couldn't fix right away, filed a request obviously to 2nd line of support, said best case scenario is within 2 days without my intervention it will be fixed. Worst case scenario, in 2 days they will call be to set an appointment for engineer to come and fix. I can only imagine how many weeks it will be queue for appointment. I can't work from home, kids can't do part of their homework. Worst experience ever. If they at least warned that there will be downtime , I would have prepared, but when there is a customer issue for service nowadays critical, I expect them to react swiftly. So far only robbing people of money and disturbing normal lives. Extremely disappointed.
Reviewer
Fed Up
Location
Essex
Date
17/09/2017
Comments:
Since joining up I've had nothing but problems.
From internet cutting off every 3 or 4 minutes to speed dropping to between 1 and 2 Mbps when I'm paying for 76!!
Wait times to speak to customer service are obscenely long, and some staff I have spoken to seem to delight in causing further annoyance - as if their beastly service wasn't bad enough!
I am leaving this dreadful ISP.
Reviewer
Alex Bonafont
Location
United Kingdom
Date
17/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst internet provider I've ever dealt with. Poor speed, poor reliability, next to no effort to try and resolve any issues. Every time I've been in contact with their customer support, I'm told to check the same potential faults with the router, as if I haven't tried everything under the sun already. My opinion, go for any provider but these guys. Virgin would be my no1 choice.
Reviewer
Richard
Location
Surrey
Date
16/09/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Waiting times for contacting cust' services is ridiculous. BB is really unreliable, I wish I had stayed with Sky.
Reviewer
Alex
Location
London
Date
16/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We are a property investment company. We signed up to Plusnet to supply broadband at 3 properties. After 1 month only 1 of them is up and running, at 1 they failed to set up the account at all and at the other they refuse to accept there isnt a phone line at the property and keep cancelling my installation appointments (3 times now)
I wish I had never signed up with company. Buyer beware!
Reviewer
Grace
Location
Reading
Date
15/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had them for over a year. Within 12 months contract was fine. At the end of the contract, it went really, I mean really bad. Phone line was cracking, broadband beyond slow. We were moving house so, we could not sign another contract. In the end they charge me £30 for cancelling, even we were out of the contract period!!!
Reviewer
Geoff
Location
Broadstairs, Kent
Date
15/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I left BT to go with PlusNet because it was cheaper, this was bad idea on my part.
From the start the connection was regularly dropping out. I called PlusNet many time but I was on-hold for so long I decided once the contract expired I'd go back to BT.
This was a good decision because BT performance is SO much better than PlusNet.
I did actually get through to PlusNet customer service once and the person told me I needed to contact BT as the problem is with their line, this really annoyed me; why should I contact BT if I'm paying PlusNet?
all-in-all a poor performance and service all round from PlusNet
Reviewer
Lauren
Location
London
Date
15/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really bad customer service. No tickets for service. Have to use chat which is only open during day. If over their low email limit they archive your email wasting your time and theirs as you have to request it to be unarchived. The fact that you reduce the load after they ask is irrelevant if the next time they check it is again over. They do not bother monitoring the reduction in load. Inconvenient, Unhelpful. Don't use
Reviewer
Sue Hawks
Location
Birmingham
Date
14/09/2017
Comments:
If I could give this company 0 stars I would. I would not recommend plusnet to anyone. It is the poorest service I have ever encountered. Took 2 months to activate from sign up and only worked for one month. Customer services and fault departments are also very poor with long waiting times on the phone and do not provide any helpful information.
Reviewer
Martin
Location
Schiller
Date
13/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
What a shocking Company, left me with no phone or broadband for 6 days, then after numerous call so Customer Services, they offered me £1.73 compensation, We'll do you proud mission statement should read "We Will Do You"
Reviewer
Stephen Elvidge
Location
Rotherham
Date
13/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Plusnet customer service is absolutely useless. Takes ages to get through when calling. And they cut off your broadband when you pay them!
Reviewer
Michelle
Location
London
Date
12/09/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Been with this company for almost 2 years now and will be leaving them soon. I originally had o2 broadband which I was very happy with (unlike their mobile phone service and customer service). Unfortunately they were then bought out by sky. Sky hiked their prices up eventually as they save their best deals for new customers so I found a better deal with plunset. Firstly found that my old sky router refused to work with the plusnet internet line for some reason so had to pay for a plusnet router. They charge you £65 for engineer visits so essentially are trying to discourage you from raising any service issue or having to do anything themselves. Service for 1st year wasn't too bad and managed to get a discount on renewal. First 6 months of 2nd year were alright but then started having horrendous reliability issues with connection regularly dropping. Eventually called in July 2017 to get this sorted (30 min+ wait each time, only saving grace is that it was a freephone number). Chat is only available on their website during restricted hours and is mostly unhelpful. They have no other ways to get in touch such as email or post. Person called me on my mobile in July so they could run tests on the line, the call disconnected and I received no call back, had no way to get in touch with the person and no desire to waste another 30+ mins waiting to get through to someone again. The issue persisted so I rang again in August and also requested some kind of compensation as I'd reported the issue before, was told there was no notes from July on the record but if I contacted them again after they tried to help I'd be given a few months free broadband. They did a few things on their end to reset the line etc. and told me to leave it for 6 hours then monitor it and report any issues. I looked online for a written complaint procedure but found nothing as this shoddy company don't have one, they want you to complain on the phone or via chat so they can just fob you off. I got in touch the next day via chat as I was still having issues and was told the line was in a 10 day training period so there was nothing that could be done. Again mentioned I was not getting what I was paying for but no compensation offered. Finally rang again in September after this 10 day training period was over as the connection still kept dropping and was told it was "probably" the router and they'd do me a favour and waive the charge for a new one but I had to pay p&p for it. Told them there was no way I was doing that as this was their equipment and their fault and this had been going on for months. As the router was out of warranty they said I'd have to pay. At this point I could tell I was not going to be compensated at all and refused to plough anymore money into this company that weren't going to help solve my problem or refund me if it wasn't even the router in the end. I asked how much it would cost to leave and got put through to another department that had the audacity to try and sell me fibre instead. Told them there was no way I was paying more money or going to stick with them any longer than I had to. Again I was offered nothing besides fibre, no refund of previous bills, discount or waiving the router p&p. If this person had just offered me some form of compensation that would have satiated me but no they wanted me to give them more money and tie me in for longer. Yes plusnet is cheaper than some other providers but you get an unreliable connection, useless customer service that you have to wait ages for, no multiple routes of contact and no proper complaints handling.
Reviewer
Dmitrois
Location
Sutton
Date
12/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unfortunately, I cannot leave 0 stars. We signed up on 9 August 2017 and were told that it will take two weeks to connect the phone and another 2 days to connect the internet. Based on that promises, we signed up. The phone line was connected pretty fast (10 days or so), and the router arrived by post shortly after. Now, they are saying that the internet will be connected on the 6 October! To call through to their customer services takes about 30 minutes. Avoid this provider by all means possible.
Reviewer
Lara
Location
Nottingham
Date
11/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I cannot review the broadband speed or broadband reliability as I cancelled my account with Plusnet before it was even set up. I have never in my life received such poor customer service. Not only do you have to wait on average between 15-30 mins to be spoken to but they believe its fine to speak to their customers like dirt. I will never be using plusnet again!!
Reviewer
Steve
Location
Midlands
Date
11/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ordered and paid for connection towards the end of August. Was moving into a new house. I ordered internet and phone connection but as with many of us now, the phone is an accessory to the primary purpose of the line, ie the internet. This is also how the broadband product is sold.
After 10 days the phone was on but not the internet. On their system it stated there was a problem with connection as BT had stopped the line on the behest of the previous owner. There was no further update from Plusnet. I contacted them today and they have stated that they will only now put the order in for broadband to the property but otherwise had no intention of doing so and had to wait the normal time of 4 working days to get connected. Very poor service when I know for a fact (after working in telecoms for years)that all these services can be connected with a flick of a digital switch on someones computer screen. As I was chatting to them via the online they were rewriting history stating that the order would have gone ahead regardless but in fact the process was only initiated after I called when in fact they had had nearly 4 days to do it. Very poor indeed.
Reviewer
Sean McClintock
Location
Colchester
Date
10/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We've lived in 4 different places over a 4 year period and have repeatedly been roped into 18-month/2-year new contracts each time we move - there has been no option to serve the remainder of the contract and pay a transfer fee. The latest termination fee we've been hit with is £160, despite being such long term customers. It wouldn't be so bad if they provided a decent service, but the best bandwidth I ever measured was half the advertised rate, and each time we've moved house they've messed up the connection set up. Furthermore whenever you ring customer service you're invariably put on hold for an hour before you get put through - this is probably why they have so few complaints, because this is the only way you can raise a complaint (i.e. you can't by email), and people probably just give up after waiting for so long.
Reviewer
Ex Plusnet Customer
Location
Wales
Date
09/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Joined Plusnet in 2008. At first ,and for a few years ,broadband was good and wifi signal reliable and available throughout the house. No complaints. Never had to call customer service. Over the last three years the service has declined. Poor internet and unreliable speeds. New routers developed faults after short time. Surly customer service with about as much insight into IT as my deceased pet gold fish 'Bundy'. Had to call Plusnet several times about the 'drops' and 'disconnections' but never the routers problem as customers are stupid. Was told to read my Plusnet messages as the not-so-bright girl at Plusnet assumed I was incapable of doing that. Always the customers fault and never Plusnet even when my internet speed was below the minimum speed guaranteed! . Plusnet are fine if you want high Ping/Latency, low upload speeds, up and down internet speeds and enjoy waiting for videos to buffer on You Tube . Great if you like getting disconnected often and great if you only want to send emails. Drops in interent is like watching a ping pong ball go up and down on a trampoline and the fun lies in guessing what speeds you have and testing them to see if it was the highest they could offer or the below lowest speed you were guaranteed. You cannot test your internet speed via Plusnet's website either. Long wait for customer services on the phone. Ages for customer service to respond via their website - days in fact. Anyhow, led to my departure from Plusnet after 9 years which is longer in duration that my first marriage which I opted out of too. Plusnet does not acknowledge customers who have been with them for years as well as providing poor internet service. Ah well... Am now with a more reliable provider with signal throughout the house. . Plusnet is cheap and nasty and you get what you pay for. Router is cheap and nasty too but thats free.
Reviewer
Lorraine
Location
SPALDING
Date
09/09/2017
Ratings
Satisfaction
1.00 stars
Comments:
So slow
Reviewer
Paul
Location
London
Date
09/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Regularly takes 30 minutes to get through to an advisor.
Reviewer
Adam
Location
Kent
Date
09/09/2017
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
They used to be great, renewed my contract when I moved house, now I pay more, get less speed and the connection drops around 3 or 4 times an hour. It will be down from anywhere between 5 mins to half an hour. The tech support ends at "turn it off and on again". The routers they give you are useless (5m range) so expect to buy your own one if you actually want to use wifi
Reviewer
Paulh2168
Location
Ashbourne
Date
07/09/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Ive only been with Plusnet 4 days now but, I'm more than happy with the Great service, so so very happy.
All the people Slagging Plusnet off, switch to Sky broadband, then you will realise what poor broadband & customer service is!!!!
Plusnet are miles ahead of Sky & I'm so very pleased I switched from them cowboys at Sky to Plusnet. 110% improvement. Thank you Plusnet!!!! Makes such a big change!!!!!
Reviewer
Alexandra Pavelekova
Location
Aberdeen
Date
07/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling service. How can as service provider company operate on this low level of competence is beyond me. I received an e-mail telling me I have overdue cancellation charges to pay. It included a phone number to phone and to settle the changes. I phoned in only to be told that they no longer take payments over the phone. Not a big deal, the automatic answer points me towards a website called plus.net/pay to settle the bill. I type it in and of course it comes back with an error. Left with no other options I am phoning in again, am told the waiting time to speak to an advisor is currently 15 minutes. I have already been waiting 35. Plusnet, I suggest you sort out your service because you will have no customers left. In today's world filled with broadband companies and choice, you really need to rethink the way you treat your customers.
Reviewer
Martin Glennon
Location
Sheffield
Date
07/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Awful company. I was with them for 2 years and in this time I had 2 two week internet service outages. I had to fight to even get a pro-rata discount and they prevented me going to a cable provider when the line was down without a huge penalty, which would have given me my internet back. Customer service is awful.
Reviewer
Former Customer
Location
London
Date
07/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Below average price-quality relationship and one of the worst customer service that I've ever seen. Inefficient beyond words and long waiting times to speak with them.
The worst part is that Plusnet is not an honest company. They are not able to keep their word and they change conditions depending on how much you insist. I would suggest to stay away from them.
Reviewer
Ch
Location
London
Date
05/09/2017
Comments:
Have been waiting for 2 weeks for the engineer to complete the connection. Don't have any phone at the moment. They have promised 3 times that an engineer would come to do the work and hardly an apology. Had to wait about half an hour to speak to someone on the phone. If this is what they are like to a new customer how do they treat people who are already with them! I am going to cancel. Not a single star.
Reviewer
Kim
Location
Cumbria
Date
05/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful company. I have just managed to leave but they still intend to bill me ongoing (good luck with that one!). Wait 30 minutes for them to answer the phone, transfer you to another department and then cut you off. Staff are sometimes nice but more often than not rude. There is nothing about this company that I could recommend. NOTHING.
Reviewer
Tom
Location
London
Date
04/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complete dog crap, they do this with every broadband but this one tops the chart.
When you order a new contract the internet is decent, with few minor problems. After half of the contract time passes connection drops every 30 minutes, ping (latency) is a constant issue. Overall complete dog crap can't say anything else. I would be more lenient on my review of I saw anyone in other locations saying it's good but that would be only people who barely use internet and don't know what good internet is and more than likely blame their devices for poor performance...
Reviewer
Mr Unhappy
Location
Essex
Date
04/09/2017
Ratings
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Do yourself a favour. Get an email address from, say, Google Mail, or Hot Mail, etc. Then you're not tied to a broadband provider and don't have to worry about changing your email address. Then you can leave PlusNet, with it's diabolical customer service for ever.
Reviewer
MICHAEL
Location
BLACKBURN
Date
03/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shockingly poor broadband, I cannot even reach 1 meg. Have written to complain but never received a reply. I am disabled and permanently confined to a wheelchair. The internet keeps me informed of everything that is going on in the world. Very disapointed!! They have certainly not
"done me proud"
Reviewer
KD
Location
Gloucestershire
Date
03/09/2017
Ratings
Customer Service
1.00 stars
Comments:
Trying to contact them is terrible. Phone waits remain >30mins. Chat is down. Dm in twitter >45mins. No email address
Reviewer
AN Other
Location
Cambridgeshire
Date
01/09/2017
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Helplines always busy, 15-30mins or more. The staff are always protecting their own backs. The accounts dept are useless. They are still better than some.
Reviewer
Keri Flanagan
Location
Edinburgh
Date
01/09/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I ordered fibre broadband from Plusnet over a month ago now. At first the engineer was coming to install it in just over a week somewhere between 1pm and 6pm. I waited in and nobody turned up, rang Plusnet - 'sorry, the order was cancelled by our suppliers'. Another few weeks of ridiculous phone calls but finally the engineer arrived but no router. I called plusnet, the router will arrive in 3-5 days (more waiting). I'm still waiting on the router when I get a message saying the internet will be active in 2 weeks!
I call to complain (again) and I am asked what I am complaining about so that he can explain it to me. I said, I can understand, I would just like something done. This is apparently impossible but he explained everything anyway. He then finished the call with, if you don't understand anything else give us a call.
Reviewer
Ryan Young
Location
Bangor
Date
30/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Only recently got plusnet and it's just awful. Won't work outside or in my bedroom only in the living room. My laptop will not connect to it unless I am literally beside it and I am unable to carry out any form of download or even open a web page never mind trying to actually stream something.
Reviewer
Brook
Location
London
Date
30/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service, both broadband & customer - promised the moon, but never delivered. Very slow internet speeds throughout the house.. on fibre!! I didn't think you could go wrong, but apparently you can
Reviewer
Iain
Location
Nairn
Date
30/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use these people - worst customer service ever. They don't answer the phone, and have screwed up everything in my order. I want to cancel, and they haven't even got me up and running yet!
Reviewer
Donna
Location
Sussex
Date
29/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
We are a small IT business in Sussex who rely on having access to the internet. We currently pay for 2 lines to our office in Sussex, both of which went down on Friday afternoon and are still down on the following Tuesday afternoon. The service and support received from Plusnet has been awful. We have not been kept up to date and have been told this could go on indefinitely, until Plusnet tells us that they cannot repair the line(s), in which case they will cancel our contract. We have absolutely no rights and we cannot claim compensation for loss of work/revenue. I will not be renewing our broadband with Plusnet!
Reviewer
Jaqueline
Location
Newton Abbot
Date
28/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
shocking speeds-0.25Mb and no internet at all at times for last 3 days-always slower at certain times day-they deny any 'traffic management'very fed up
Reviewer
Ian Bowles
Location
Northern Ireland
Date
28/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Atrocious customer service from Plusnet. Very obtuse technical support. Left without broadband for 7 days at time of writing with no timescale for reconnection. I highly recommend you avoid this hopelessly incompetent company. I regret ever moving to them.
Reviewer
Harlan Cage
Location
Maidenhead
Date
27/08/2017
Comments:
Plusnet was good then BT acquired them. With thus change came continual bandwidth throttling with complementary outages too! Terrible service but they were "doing me proud" If their nonesense was turned into Bandwidth what a great service it would be. Avoid anything BB linked with BT as you are paying for no service a lot of the time. I hope thT one day BT will be broken up and sold off to a company that can provide a service!
Reviewer
Tom Niven
Location
Glasgow
Date
25/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I contracted with Plusnet to supply business broadband. This is the worst mistake I have made in many , many years. I am now into my third week since my first " engineer appointment" to sort out my telephone line. I would need an A 4 page to catalogue the sequence of events.
I am now waiting for my third five hour "slot" to attempt to solve the problem. I estimate that I have spent approximately 4-5 hours on the phone, to no effect.
I am losing the will to live.
I assume that Plusnet read these reviews and I challenge a senior manager/ director to contact me to try to resolve the problem. Although their employees are invariably polite etc they are repeating the mantra of a company with some of the worst customer service I have ever come across.
Take the advice of one who knows - do not under any circumstances contemplate dealing with this company.
Reviewer
John Muggins
Location
Mugland
Date
25/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service ever witnessed. We caught the phone reps lying each time we called up. They each had a different story to tell as they had no idea what they were actually doing. Engineers where sent round who claimed they fixed the problem and charged us, yet nothing was ever fixed. All the 5 star reviews on here are obviously fake reviews left by Plusnet employees.
Reviewer
Mike
Location
Wirral
Date
25/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service and awful customer service.
I have not been able to use sky on demand, PS4 or smart TV for about 4 months now. Been in contact with plus net on numerous occasions (after waiting in phone queues for up to an hour) only to get the same old line of the signal going into your house is good.
Currently awaiting a response from the complaints team as I'm unable to cancel the contract with paying a monthly exit fee.
Would not recommend this company to anyone.
Reviewer
Unhappy customer
Location
Burton-On-Trent
Date
24/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The internet is alright during day time, but during night time there is literally no connection - just keep refreshing and wait. This happens during day time as well.
In the beginning everything is perfect but after a week or so you will see YOUR INTERNET SPEED GOING DOWN.
I would say the internet reliability is about 30% out of 100%
Especialy for people whomplay online games or want to talk to people on skype or facebook, constant lag!
Reviewer
Neil Garry
Location
Preston
Date
24/08/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Plusnet is the best internet i have used. I had an issue the other day rang up didn't get any of the old rubbish of turn router on and off change channel frequency. Just looked at my line found the fault and got it resolved excellent.
Reviewer
Robin Cruikshank
Location
West Berks
Date
24/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have had ongoing problems with plusnet for some years, their problem is probably with BT but then BT own the lions share!
Latest input:
We have a partial phone service after 6 days without, still back ground noise, however our Internet hardly works with a download speed of 0.09 and an upload speed of 0.23!
I sincerely hope that they will apply some urgency to these issues and also to receive some form of response from them after days of silence!
Reviewer
Zara
Location
Axminster
Date
23/08/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have always had very good service from Plusnet with an acceptable broadband speed for the area we live in. We have been a customer of Plusnet now for almost 5 years. We live in rural Devon and have speeds of 16-19mb/s. Recently, we noticed our internet was getting increasingly slower and was causing us frustration when trying to stream Netflix and Amazon etc. We put up with it for a while and eventually complained. I was immediately offered an upgrade to Fibre for the same price as I am currently paying. The team member I spoke to was very friendly and efficient and sorted out our problem. Very happy with the service from Plusnet. Great customer care!
Reviewer
Phil
Location
West Midlands
Date
22/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Their systems do not cope with problems and they do not appear to have any relationship worth a jot with Openreach. Joined weeks ago and still do not have a working landline or broadband.
Reviewer
Kit
Location
Truro
Date
22/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Speed generally nowhere near what was suggested (up to 17mb anticipated, received 0.5mb) Internet frequently dropped out, especially in peak hours and router did not provide wifi outside of 4m range (one room basically). Customer service was very poor, the call wait time was on average 40mins and problems were very rarely fixed (operators would say they can see the internet is frequently dropping off - but never did anything about it). Plusnet tried an underhanded method to extend the contract, as when my contract started it's final month the internet speed suddenly dropped from 500kbps to 70kbps (which is basically unusable - wifi no longer works at all). When I called them up the operator claimed that it is because of the "age" of the router and that I would need to sign up to a new 2 year contract to be able to get the router replaced. I'm struggling to think of anything positive I can say - the provider has done the bare minimum to fulfil their end of the deal.
Reviewer
Jamie
Location
Mancheester
Date
22/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Its 2017 and yet it feels like 1980, dial p was quicker and a lot more reliable would suggest passing these jokers by with a mile long stick!!
Worst broadband EVERRRRRR!!
Reviewer
Alan Squires
Location
Bracknell Berks
Date
21/08/2017
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Decent provider customer service is quite good - do not have to wait too long to speak to someone and they are courteous.The speed is a letdown only 2.6megs aginst a standard line max of 4
Reviewer
NIGEL BROOKHOUSE
Location
DERBY
Date
19/08/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
When we first signed up with plusnet we got good service except at the back of our bungalow. We raised the issue with them as we could get through on the phone then. We tried every channel but not much broadband at the rear of the bungalow. For past 3 weeks our wifi drops out or has limitted serviced. I phoned in week one got fodbbed of with a faulty phone line & given all sorts to do. Took 32 minutes & no difference. Phoned week 2 1 hour to get through so I emailed took 4 days to asnwer & they just repeated the same as before with a threat that if I ask for engineer & have damaged equipment it would cost £64. So fed up today tried to phone again & the wait time was in excess of 35 minutes so emailed again & asked for a manager to phone me & for them to book an engineer for next week. Not holding my breath, they have goine to being an excellent cusotmer service organisation to being worse than the ones I left
Reviewer
Boris
Location
Derbyshire
Date
17/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
3 Months ago I changed from a limited broadband only plusnet account to an unlimited broadband and telephone plusnet account.
Problem No 1.
According to the website the plusnet answer machine would be off unless I turned it on. I was away when the change over happenned, and my answer machine gave crucial details for people contacting me professionally - re-directing them to a colleague. But when the change over happenned, they turned on the plusnet answer machine so callers just got "leave a message....". That caused significant distress for a couple of callers while I was away, and about ann hour's wasted time to sort out when I got back. I got an apology, but no compensation, and no apology was given to those who suffered because of the lack of contact details.
Problem No.2. I then discovered that they were taking money out of my account for the old contract as well as the new. About an hour on the phone to try to sort it. A promise that a manager would phone as it was a second problem. No manager phoned.
Problem No.3. A month later I discovered they were still taking the money for the old account as well as the new. Another hour wasted on the phone. Hopefully this time they have sorted it, but I am not that confident, and they say I will be refunded..., but no compensation for yet more of my time wasted.
Customer service people were friendly and helpful, but somehere things do not work.
Good value package, and OK speed and reliability at the moment, but using a freidns cottage which had plusnet broadband while I was away, the broadband was unreliable.
Reviewer
Collon Clarke
Location
Haslingden
Date
17/08/2017
Comments:
Up date on post on 15 Aug.
After house move. No phone until 7th of month. No internet until at least 29th of month. Just got refund from £42,89 paid. SO for 24 days of phone and if all goes to their slow work,2 days of internet. It's costing me £28.39. Which is a lot more than they say on site for a whole month.
Unreal. Stay clear
Reviewer
Anthony Burns
Location
Banbury
Date
16/08/2017
Ratings
Satisfaction
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
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!
Reviewer
Alexander
Location
Stalybridge
Date
16/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had to cancel my Plusnet yesterday 15/07/17 after a complete waste of time and money.
I ordered Plusnet fibre extra broadband on the 08/08/17 through one of there customer service reps over the phone, who told me an engineer would be coming on 15/08/17 between 8am and 1pm to install a new phone line at the cost of £49.99. I then received an email confirming this for the said date and time. I called Plusnet on monday 14/08/17 to ask a simple question to see if they would notify me any time in advance so i could make sure someone was at home at the time but was told they would try but couldnt guarantee it, So I took the day off work so I could be in for the engineer and sat at home waiting.
The engineer never turned up, so I called Plusnet to see what the problem was, after 20 minutes on hold I got through to a very nice lady who searched through my account for a while to see what the problem could be, she then told me that the initial date for the engineer had been automatically rejected on there system the day the booking was made and that the engineer would be coming on the 22/08/17 to install the phone line.
They knew it had been cancelled a week before the initial date and did not even have the courtesy to inform me, I lost a days pay and was charged £49.99 engineer cost for the privilege with nothing to show for it, to then be told I would have to be in on the 22/08/17.
So I called to cancel, if this was how it was going to start I didn't want to risk any more.
The first gentleman I spoke to was extremely pleasant and as I explained the problem and why I would like to cancel he was very understanding, he then transferred me to the Plusnet options team who would see if there was anything they could do to prevent me leaving.
The second gentleman I spoke to from the Plusnet options team, the one who was supposed to try convince me to stay told me two things, that the date given was only a provisional date and not necessarily the date they would be coming which to me was a bit of a kick in the shins as the previous lady from Plusnet had already told me they knew on the day I signed up that the engineer date had been rejected, and secondly he told me that there was no point in cancelling as I wouldn't get broadband sooner anywhere else if I cancelled because they had already put the order In, again to me was one of the worst arguments of trying to keep a customer I had ever heard.
I confirmed to cancel again and he agreed to do so.
Within minutes I received an email stating Plusnet had auctioned my request to cancel with immediate effect and I would be refunded my engineer fee and first months payment totalling £79.98.
I then received a second email stating no initial payment had been taken so no refund was required, so I double checked my bank and sure enough the payment had been taken out on 08/08/17 so back on the phone to Plusnet.
After 20 plus minutes on hold I got through to again a very pleasant gentleman and explained the problem regarding the email saying I wouldn't be receiving my refund, he checked the system and couldn't understand why I had an email stating this as he could clearly see that the money had been taken by Plusnet and there was no reason to not to be refunded, after a brief hold I was told that it had been raised to the Plusnet billing team as he couldn't authorise it there and they should rectify the problem within 24 hours. We will just have to wait and see.
Luckily I did record all my calls with them as I have automatic call recorder and double checked all my facts before writing this review on my experience with them.
Regards
Alexander
Reviewer
Frances
Location
North Lincolnshire
Date
16/08/2017
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Comments:
I have read with interest other reports on here and I agree with some of the comments. During the first year with plus net I had no issues at all. NO drop out no problems. I live in a poor broad band area and I can only get 3M which is sufficient for my broadband needs. So I signed on for another 18 months. Biggest mistake ever. The customer service is absolutely appalling. If you try and call them you have to expect at least a 30 minute wait. I have called them twice in around 3 months as my broad band speed dropped down to below 3M. They had me un screwing the phone socket and all sorts of stupid things. In the end they did a line test and what a surprise there was a fault on the line. All good for about 3 months and then it all started again. Another 30 minute wait on the phone. Very helpful young man who said he would call me back. I am still waiting for that call. Absolutely dire customer service. I am considering stopping my direct debit and then see what happens.
Reviewer
David
Location
Chorleywood
Date
15/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet have good TV marketing but everything else about the company is rotten. Broadband service supposed to start on 8 August and 7 days later I am still not connected. Customer services do not care and technical do not respond to queries. Phone lines always jammed and message on customer login says that you cannot complain for 7 days. Leave message on support page and it tells you there is a 14 hour wait. 2 days later still no response. It is wrong that they are allowed to take your money and provide no service. Anyone thinking of moving don't, you will regret it. Finally an update today (7 days later) to confirm that they have not done anything to sort the issue out as the small print gives them 5 working days grace before they actually have to sort the matter out. They claim I have to give them “time” to fix the issue but will not provide a timescale of how many days that is. If you value your broadband ignore Plusnet’s marketing hype.
Reviewer
Collon Clarke
Location
Haslingden
Date
15/08/2017
Comments:
Being already a customer and moving house i thought it would be easy. I gave notice and was informed that my bill for phone and unlimited fibre broadband, would increase to £42.89. This was taken out on this month. My internet was cut off in other property the end off last month. I was told the phone would be connected on the 7th Aug. Thinking the fibre would go on not long after, on the 8th I phoned to find out when it would go on. This was the start of many on line and land line calls to find out what was going on.
Today I am finally given a date. The 29th of Aug. Not only is it the 15th Aug today, but I'm told there is another 14 days to wait.
Although they say I will get a refund for Time with out phone (7 days) and fibre ( 29 days) this will only happen after completion of fibre.
So to recap. Many a wait of up to 1 hour of waiting to speak to someone, lack of communication from them, and to top it all, they take money for a service they know you won't have for quite a long time.
It was so quick when I first joined, but it seems like after your with them, their not so quick. Could it be they know if your not happy, You have to pay to leave?
Reviewer
John Day
Location
Whitchurch Canonicorum Dorset
Date
14/08/2017
Comments:
Speed is poor at around 6mbit download although this is more to do with distance from fiber box.Customer service is quite good. My problem with PlusNet is that they charge in between £44 and £50 per month for a poor speed. They will not reduce the fee so am moving to another provider for £30 per month
Reviewer
Tina
Location
Essex
Date
13/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slow internet very slow at peak times. My smart tv apps very slow and intermitant alot of the time. I regret leaving talk talk.
Reviewer
RHSquared
Location
Milton Keynes
Date
13/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Awful company. Starting with the idiot from the advert, through their customer services and all the way to the reliability of the service. Do yourself a favour and avoid them!
Reviewer
Emma
Location
Smalley, derbyshire
Date
13/08/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The service is shocking. The speeds are always low and the service is always dropping out. No consistency at all.
The customer service reflects this. The queues are always in excess of 30 mins long to speak to an advisor and then it takes 2-3 days for the faults team to even ring you back.
Even the staff admit that the customer service wait times are appauling, surely this reflects how bad the service is with the number of customers having to ring in. We paid for the fibre service but rarely hit speeds over 6.
Reviewer
Paul
Location
Aberdeenshire
Date
12/08/2017
Comments:
Was thinking changing from BT to Plusnet as I am having a lot of problems with BT and the service they provide and the customer service is absolutely terrible which was never the case in the past. But after looking in to it Plusnet are owned by BT so that speaks volumes about all the other reviews I have read here. So I think I wii be giving plusnet a miss and will have a look elsewhere.
Reviewer
Shai brelsford
Location
Cheshire
Date
09/08/2017
Ratings
Customer Service
2.00 stars
Speed
3.00 stars
Comments:
An unbelievably awful company to be with. They first got the tried to connect me a month after I had informed them on my move. Hardly any zoology. 6 weeks in total to finally get my broadband. Now after having broadband for 2 weeks I have just been told the reason my Internet didn't work because for a reason unknown to them it has been ceased. I would love to leave plusnet but have been told after all the nightmares I gave had with them that I would have to pay off the rest of my contract and pay a leaving charge. Disgusting.
Reviewer
Fahim
Location
Basingstoke
Date
09/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with plusnet, second year internet speeds went down hill and frequent loss of connection despite being next to router and internet. Lost both the landline and wifi today, have tried to call in the morning, couldn't wait longer than the 32 minutes I was on the line. Decided to try again at 6pm, was advised by the wait was 15 minutes as lines are busy. Waited another 35 minutes before giving up. Will be switching to a better provider. I decided to give them a go 2 years ago from good reviews and trust but I give up with them. Don't have enough staff, don't prioritise customers. Not worth paying lower prices for the time they make me waste. Don't have time for broadband and landlines issues. Plusnet maybe a couple of years ago, but now Plusnet you didn't do me proud.
Reviewer
Fay
Location
Reading
Date
09/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hi folks, I would just like to warn of the woes of signing up to Plusnet. After moving house I signed up to what I thought was a 12 month contract, turns out they thought it was 24months and have treated themselves to charging me exit fees for an additional year. In order to prevent me making a proper case to CICAS they blocked my account leaving me without access to all the tickets I had raising complaining about how crap their broadband is and querying the exit fees. They also slapped on a few other cheeky bonus fees which at least I got them to refund. CICAS would not support my appeal as I didn't have enough evidence. They eventually passed me to a debt recovery company so I paid. They then called me today to resolve the issue by preventing me making another appeal to CICAS. They told me during my call to renew my contract I 'lead with it being a 24 month contract'. I asked for a copy of that call and they said they would have to charge me. They basically just called to make sure I kept quiet about exactly how underhand and dishonest they are. Spread the word!!!! If you're with them watch out for price hikes both during and at the end of your contract!
Reviewer
Nasir
Location
London
Date
09/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
this is one of the worst company ever.I paid all fee in advance and waited 4 weeks + but they always told me toady and tomorrow. After 6 weeks i asked for my money and they said this money is not refundable after 6 weeks i went back to talktalk. i lost my two hundred pound. I advise you people don't buy anything from this company otherwise you will loose you money. this is 3rd class company
Reviewer
Stephen
Location
Stafford
Date
09/08/2017
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have been with them for about 4 years. The service has been alright compared to other providers. I contacted them to upgrade to fibre and ask for the same deal they are advertising, they would not as that was only for new customers. I am leaving because they want to overcharge existing customers to pay for discounts to new customers. I may go back in 18 months but feel they give you little choice but to walk.
Reviewer
andrew mack
Location
oxfordshire
Date
09/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I really don't know where to begin. We have had a broadband and phone package for over two years. the speed has always been slow but tolerable . recently my pc has got worse with speeds of 0.25 mbps which is on the verge of nothing, hence my pc struggling all the time. I called to ask about improvement and pretty much nothing was done. I then called again (waiting 47 minutes to get through)to ask about leaving and they really didn't care. they charged me £76 to leave after two years but worth every penny to escape these people.
Reviewer
Karin
Location
Milton Keynes
Date
09/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The connection keeps going off ever so often and it's getting worse.
Reviewer
Michael
Location
mold, Flintshire
Date
07/08/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Comments:
Have been with Plusnet for a number of years and always been impressed with their customer service. I have had problems with my computer and it was repaired but I had no e-mails and all my folders and e-mail addresses had disappeared. I phoned Plusnet twice to help me set up my e-mails but they were not interested in my problems, in fact the second person I spoke to, abruptly said get someone in. I am just giving it time to get my new e-mail address to everyone and then I will be leaving plusnet.
Reviewer
Tony
Location
Oxfordshire
Date
05/08/2017
Ratings
Customer Service
1.00 stars
Comments:
I am not complaining about the serve Plusnet provides because I have never tried it yet. No what I am complaining about is their customer service. Its the worse I have ever come across in my whole life.
I ran into a problem while ordering the service. At the end of the form I thought they were giving me a choice of paying by debit card or direct debit, so I filled in my card details and clicked on pay and my payment was accepted. Trouble was, I could not complete my order without accepting the direct debit. So I filled in the details for that. But then it wanted me to pay again. Why on earth did accept my payment in the first place. Why did it not simply say I needed to accept the direct debit first. Anyway, not being able to continue I decided to pay again and ask for the second payment back later. My bank security did not accept the request for a second payment and called me to confirm it.
After trying to contact customer services on the phone 3 times but only getting an automated message saying all their advisers were currently busy. Oh and I can tell you that it does not matter when you call or how many times, you will always get that same automated message, and it will be repeated over and over again until they eventually take you off hold, which can take they say about 15 minutes, but believe me that 15 minutes will stretch to half an hour or more.
Personally I gave up after the first hour, in which time I played 4 games of chess and made 2 cups of coffee.
The fourth time I called them I got through after only waiting for about 30 minutes. It was by then over 7pm and I was told I needed another dept which was now closed and that I would have to wait until the morning to call them.
I am not officially a customer yet and here I am complaining about their customer service. If this is an example of what I can expect I cannot see as I will be staying with Plusnet after the contract ends. I may even try to cancel the order and get a refund before it starts.
Reviewer
Doris
Location
Northants
Date
05/08/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Although wifi does drop off regularly I hadn't complained as moving but on contacting to cancel - service was rude/shortsighted. Stupid of them and you instantly get debt recovery threat for £30 for disconnecting service - Plusnet very poor won't be using again. A little respect is required to keep customers.
Reviewer
Richard Graham
Location
Kirkby on Bain, Lincs
Date
05/08/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Still no broadband service although signed up in June. Great chat when you sign up but downhill from there on. Had hoped would be better than Talk Talk but regret changing. Customer service very poor. Never have an answer or it's another dept who do and then you wait at least another 15 mins for an answer. Sometimes promise to get back to you within an hour by email but never happens. Initially made contact as new customer by text but now nothing BT Openreach just turn up unexpectedly. Have had 5 different visits and still no broadband. Overall a rubbish service !
Reviewer
Mike Woodhead
Location
Somerset
Date
05/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Their customer service used to be the best, it is now very slow. When you get to speak to someone they are usually helpful.
Reviewer
Curtis
Location
Doncaser
Date
04/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst thing I've even dealt with awful wifi all around can't even run an online game
Reviewer
Martha
Location
Purley
Date
03/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was trying to switch to them.. I gave them all my details, paid for the first month and at the end could not login as my account dose not exist!! I called the costumer service and after 15 minutes of waiting this rude person answered the phone saying it's not them taking the money but my bank and I will have it back in 3 to 5 working days. When I asked about my account he said they are having a problem with a website but never propose to set me up while we are on the phone..
Guess don't really care about costumers..
Reviewer
Paul Driver
Location
Ilkley
Date
03/08/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Truly terrible customer service. Most staff are polite enough, but procedures are broken, communications poor and mistakes frequent.
Reviewer
Kevin
Location
Wirral
Date
03/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Everything was fine for the first 4 months. No problems with installation or service. Then there was the "We're increasing the price" email which I could have used to get out of the contract if I had wanted to but I was happy with the service. As soon as the 30 period was over the speed dropped to half and started failing altogether. It's been like that ever since.
Calling support has a minimum wait time of forty minutes. Online support chat is rude and unwilling to help.
So I opened a support ticket and after 10 days of arguing via email (during which time I've been recording speedtest results to prove there's an intermittent speed problem) they insist an engineer has to come out and sent this statement: "If the engineer finds the problem is with your internal wiring, your equipment, the condition of your property or the Openreach network has been damaged within the boundary of your property by things like building or garden works or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer."
So it basically says "if we come to your property and find a fault we'll charge you, but if we don't find a fault we'll charge you".
The advert on TV was brilliant, it worked, I believed it. I fell for the "great customer service trick". It was a lie.
Reviewer
Sharon
Location
Farnborougb
Date
02/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Comments:
My broadband was suppose to be completed by the 31st of july assuming they acctually sent the bladdy box out in the first place 3 days later my box finally arrives and the bladdy thing dont work on the phone to customer servicr for 45mins for them to tell me they need to send an engineer out tomorrow great start plus net youve definatly done me proud!
Reviewer
alexis
Location
edinburgh
Date
01/08/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
terrible customer service. Depending on who you get on the phone will determine what "story" you get told.
Reviewer
Jon H
Location
Gloucester
Date
31/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Terrible and rude service and after nearly 4 weeks waiting for Internet in new house I gave up and cancelled. They also had the order wrong all the time despite 3 calls to correct it and being told it was corrected. BT had me running using their WiFi open within an hour while I wait for my Internet to activate.
Reviewer
Kath Butterworth
Location
Manchester
Date
31/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is an absolutely appalling, unethical company. Sadly they are not on their own.
Reviewer
alan elkin
Location
warwick
Date
31/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
they took over my phone lines but because 'their supplier was late transfering the account' I got to pay an full month to the old company, as well as a month less 5 days to plusnet, when I complained it took 1 hour and forty one minutes on their chat line before the words above were admitted but there was nothing I could as they were not allowed to give me the suppliers details.
Reviewer
Danielle
Location
Bradford
Date
31/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
So although I can't properly rate Plusnet broadband yet due to not having my broadband set up - hence the low ratings.
I was due to have my broadband set up around mid June, after setting up online at the beginning of the month...this did not happen... after calling them numerous times and getting promises it will be up and running the following week (each time I called)...i now won't have it running until mid August, being told there is nothing they can do.
So from the original online order, it would have taken them 1 and a half months for my internet to come on and that's if they stick to the date this time.
P**stake is an understatement!
Reviewer
Julian Martin
Location
Northern Ireland
Date
30/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I chose Plusnet due to their "award-winning customer service". How they ever won an award for it, I'll never know!!! I need my internet and it's important for work. If I've a problem with it, I need to be able to get it resolved fast and some good customer support is important to me. I've lost my connection today and checking network status on their website says no network or connection issues, yet there's at least a 60 minute wait on their helpline! Pathetic! I'd not recommend Plusnet!
Reviewer
Andrew
Location
grimsby
Date
30/07/2017
Ratings
Satisfaction
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Customer service what Customer service it's like a joke phone line to ring you will get though but it will cost at least a hour of your time, and still not get a result
Reviewer
Bryan
Location
Isle of Mull
Date
30/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
If you have any health issues with blood pressure, stress, heart etc DO NOT DEAL WITH PLUSSNET!!
You have been warned.
To get through to them on the phone tales AT LEAST an hour if your lucky.
Their advert portrayed them as a lovely company with customer focus but they are far from that,
We have written proof of our bill being halved only after telling them we are leaving only to find our next bill has INCREASED !!! Arrgh - I would love to get Their Chairman to try to make a call to customer service!!!
Again I strongly advise you through only bad experiences that you avoid Pluss Net at all costs.
Reviewer
James
Location
Sheffield
Date
29/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
No idea about speeds or reliability. It took them over a month to get a phone line active and when I rang there was no record of any appointments fpr an engineer to install broadband. Customer support are very difficult to get hold of and don't address grievances. Also very difficult to get a customer complaint email address mostly have to wait 30mins ish for online customer chat or phone.
Reviewer
Deet
Location
Shrewsbury
Date
28/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been with plusnet for years now and the service has gone right down hill. Over the last 2 years I have been lied to repeatedly by customer service advisors which has resulted in being charged more for a shoddy service. I could go into details but just don't bother with them save yourself time, effort, stress, money and phone credit. AVOID AT ALL COSTS.
Reviewer
Jackie wilson
Location
Salford
Date
28/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Having really bad experience. Paid £75 for broadband at beginning of July and was told it would be connected 3 weeks later on the 25th July but on the 24th recieved an email saying there's a problem and it would be connected on the 26th July. Plugged rooter in on the 26th and no broadband so waited 30 minutes to get through to someone was told it takes a few hours to connect. 27th still no broadband so rang again was told there's a fault and they would contact me soon. It's now 28th July and had to ring and wait 30 minutes to get through yet again to somebody. Was told they was looking into it but had no call back. Instead Iv just recieved an email saying it is being looked into on wednday 2nd August. Really bad service.
Reviewer
Turbo Dog
Location
Edinburgh
Date
28/07/2017
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Positives:
Never had any real problems with Plusnet, pleasant enough customer service. Speed was reasonable and reliability was acceptable.
Negatives:
Reliability only lost a star due to 3rd party (Openreach) failling and not Plusnet themselves.
The hardware was much to be desired though and upon request of a replacement was told I would get replacement hardware if I extended my contract but shortly after I discovered a better package from another provider. I'd recommend them and may return to them in due course.
Reviewer
jenny
Location
CHESTER
Date
26/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Dealing with Plusnet is a bit like trying to win the biggest prize on a rigged fairground attraction, then wondering why you've ended up frustrated and skint.
One of the reasons I've looked forward to being back online, is so I could write this review!
As loyal customers, we had naively signed-up again with Plusnet, just prior to receiving the worst customer service we've had from any internet provider...ever.
Our router broke a week ago. Getting through to them on the phone was a task testing enough on its own. Waited up to 30 mins to get through. When we did make contact they promised to get a replacement out "within 2 - 5 days". That struck me as an unacceptably long and vague window, but unfortunately I'm not the account holder, so i don't call the tune.
Anyway, waited in the hope that such a large, successful company would be using a fast (24 hour) courier. Nothing after 3 working days, so we rang them again on the 4th day, only to be told they'd "had a problem with the manufacturer", and our box would be posted "within 1-2 days". This info was clearly deliberately withheld in the first instance. They are procrastinating liars, in my opinion.
Our new router arrived today - exactly one week after the old one broke down, so we've been locked out of the t'interweb for 7 days, thanks their inefficiency and holding out on us.
It's a shame, because you used to be able to ring them and speak to somebody directly within minutes.
They portray themselves as a good, old-fashioned, honest-to-God Yorkshire company, but they certainly don't deliver, let alone "do us proud" - as they so boldly claim.
Reviewer
Brad
Location
UK
Date
26/07/2017
Ratings
Customer Service
3.00 stars
Reliability
2.00 stars
Comments:
Ugandas wifi is better than plusnet. We pay extra for fibre and dont receive an upload speed above 1MB. Download is like 20MB which is ok. It is awful at multiple devices using Internet at once. For example playing a game and streaming a 720p or higher film. Will cause either to lag. Downloading will destroy the Internet for everyone but the downloader
Reviewer
Kingkong
Location
London
Date
25/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The most disgusting company I have ever dealt with in 35 years of being alive over charge when they want never refund anything then when you complain about over charging they called me a thef spoke over me and made me repeat myself 6 times once on a phone call and the 30 mins to an hour wait is a joke especially when they hang up on you for getting angry then you still have to call back to get issue resolved honest please stay clear I would pay more and not get this abuse
Reviewer
CJ
Location
Newcastle under Lyme
Date
21/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Truly awful service from PlusNet in July 2017. Phone & BB service at our new house came on as ordered on the expected date. It worked fine for ~2 weeks. Then the line (phone and BB) went dead. We have been calling their customer service for 1.5 weeks now (regular wait time for an agent is 20-30mins) and although the phone was reactivated within 4 days, they have still not been able to reconnect our BB. It seems that Plusnet had recorded that an engineer was needed to connect our service (not true – everything was working fine from the initiation date). Therefore, when the ‘engineer visit ticket date’ expired, they just cut off the service. No warning or rational explanation. And they refuse to switch it back on until we have been without internet for almost 2 weeks.
Reviewer
Ray Sidebottom
Location
South Yorkshire
Date
21/07/2017
Comments:
Dont use this company they are happy to rip a church off for 15 months.
Had issues with internet charges 2 yrs ago and finally resolved but decided to leave in April 2017 called to advise this and give notice. we then transferred our phone to Kinex and unknowing we have still been billed 21.60 for the last 15 months for internet we have never had. Just called them today to resolve to be told that we should have called back after the phone had transferred to the new provider to give a further 30 days notice and pay an additional £25 cancellation fee.
So my initial call on 28th April did absolutely nothing yet as the advisor quoted in the terms and conditions you have to call or write to them.
Reviewer
Isothio
Location
Kent
Date
20/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Why can't you email a broadband service provider - simple answer, they'd get too many complaints. Trying to speak to them is nearly impossible, always long queues and web chat is never working.
No broadband for 2 weeks and then they increased my bill for no reason, instead of the promised rebate.
Trouble is TalkTalk, SKy, BT and SSE are no better at customer services.
Reviewer
Richard Alliston
Location
Oxford
Date
20/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I moved my business telephone, broadband and web hosting to Plusnet against offers of services and support that have not materialised. Plusnet failed to communicate adequately about the transfer of the phone, made a hash of the transfer of email and failed to transfer web hosting. Staff have been brusque at times and initially denied there was any error before then admitting mistakes had been made "by their system". Overall a very poor experience and not one I will repeat. The old expression is true "the bitterness of poor service lingers far longer than the sweet taste of low price". Richard Alliston, Corporate Finance
Reviewer
Martin Kelly
Location
Leeds
Date
20/07/2017
Ratings
Reliability
2.00 stars
Comments:
Speed was 1/6 of what it should have been for the 2 year life of the service, and when we tried to cancel, despite written confirmation of the cancellation date, and being up to date on bills, they kept sending us notes explaining how they would take hundreds of pounds out of our account. I'm assuming this was because some C-Level moron made the decision to save money on billing software, but they fail to meet the basic competency test of someone you would allow access to your bank account
Reviewer
David
Location
London
Date
19/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I cannot think of anything good to say about this company. It's huge claims of good customer satisfaction turn into a minimum 30 minute wait for any support once you are a customer. This has happened to me consistently over a number of years. In a moment of honesty one of their staff said there are not enough customer support staff. They only answer the phone if you are leaving. This is a truly dreadful service.
Reviewer
G Johnson
Location
Addlestone
Date
18/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I pay for fibre but download speed is 3 - 5 mb which is ridiculous.
Reviewer
John Field
Location
Highgate London
Date
17/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm a long-term subscriber. In the early days, Plusnet was helpful, accessible and provided a reliable broadband service. These days, and expecially since it was taken over by BT, it is appalling. Brodband is slow, intermittent and unreliable (I'm in London!) and I've twice lost all connection for around 3-4 days. They usually blame BT for this - so it's good to know that other subscribers are having the same problems.It's almost impossible to get through to customer service because there are wait times of up to 30 mins - they are obviously ludicrously understaffed and appear not to care. Despite a steep decline in the service, they've had the cheek to increase their prices recently. Avoid this firm at all costs. I've had enough and am looking elsewhere.
Reviewer
J E
Location
Sunderland
Date
12/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Despite what Plusnet!s literature says, you won't get a text telling you broadband is active and you can't switch on the router till you're told it's active. Had to wait 45 minutes on telephone to speak to customer service to sort this out
Reviewer
Tracy Philp
Location
Alloa
Date
10/07/2017
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Speed seems to fluctuate a lot.should be getting up to 38mb but rarely getting over 25mbps sometimes well under 20mbps.
Reviewer
ferrit212
Location
nottinghamshire
Date
10/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WORST customer service ever. rude, unhelpful, unfriendly people on the phine. Changed my installation date to 10 days later.
DO NOT JOIN
Reviewer
Alf
Location
Aldershot
Date
09/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute useless. Customer service is nil. Short of staff as when I chat to one of them, I was told. I spent 45mins on hold and still nobody answer the phone. It his happen to me 3 consecutive times within 2 days and decided to chat which was useless too as she could not deal that problem on wedchat and advised me to ring them instead. It an absolute waste of time. Deal with bigger company not this cheap rubbish.
Reviewer
Caroline
Location
tyne and wear
Date
08/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT JOIN, Unless you want to waste your time. They didn't bother to send the router to us, which would have meant a loss in service. We contacted them and they couldn't have cared less, all YOU needed to do was offer to cover a new router and a months free and you couldn't even do that. Why? Because you don't care about your customers. Unprofessional, I am glad we cancelled. Well you have lost a 18 month contract with us. BRAVO!!!!
Reviewer
Michelle
Location
West Sussex
Date
07/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Ok, start with what was good, an 18 month contract which until 15 months in had been pretty good, occasional drop out but for a few minutes at a time. Then it went wrong, I'm a technical sort of fella so could work it out was the router from the start and I told Plusnet that was the issue, fair enough they still have to go through the motions so four days after reporting the fault an Openreach engineer came out confirmed it was the router. I called Plusnet who wanted a £100 to replace the router unless I extended the contract term and then I could get it at a reduced rate. 2 months left on the contract and they could not see beyond the £100, if they had have replaced it I would have stayed with them but they didn't care. I never received an apology for the fault or any attempt from Plusnet to contact me to retain my business, when it worked it was fine but when it broke they couldn't give a monkeys, I'll never use them again and would never recommend them.
Reviewer
Keith
Location
Bucks.
Date
07/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Its not worth the effort.
I was thinking of contracting with Plusnet mobile so wnet to their website for sales.
Chat with an Agent - it wasn't online.
Email Sales - it took me to a page asking for my customer login and password. Idon't have one that's why I'm trying to reach you !!!! So I phoned.
Phone Us - after 15 ins of recorded message and no answer I gave up.
If that whats its like when they are trying to sell you something, thne I dread to think what the Technical Helpdesk must be like.
Its just too difficult to reach them - save yourself the time and effort by doing what I did and going elsewhere. There are plenty of other deals to be had.
Reviewer
Viz
Location
Chester
Date
07/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Today is my first day as a plusnet customer. Previous Sky internet is off. Spent 40 mins on the phone with plusnet and spoke to 3 people before being told that the system decided not to send me a router and I can't use my sky router.
Lost a day of work today.
Reviewer
Suffolk Codger
Location
Suffolk
Date
07/07/2017
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Don't bother!
I originally moved to Plusnet because it was cheaper than BT; I could get through to the call centre; and I could understand what the operators were saying.
Until recently we could not get fibre broad band in our village. Plusnet's speed and reliability was much the same as that provided by anyone else (i.e. pretty lousy).
I tried to upgrade my package to fibre broadband about three weeks ago, but after to 20 minute waits, I gave up. So I moved to Vodafone (they answer when called). Plusnet has sent me a bill that appears to take me beyond my contract period. I have tried to query it, but cannot get through within a sensible timescale (30 minutes wait).
So my advice is to use/move to a provider that has sufficient staff to answer the phone within a reasonable time.
Reviewer
Suffolk Codger
Location
Suffolk
Date
07/07/2017
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Don't bother!
I originally moved to Plusnet because it was cheaper than BT; I could get through to the call centre; and I could understand what the operators were saying.
Until recently we could not get fibre broad band in our village. Plusnet's speed and reliability was much the same as that provided by anyone else (i.e. pretty lousy).
I tried to upgrade my package to fibre broadband about three weeks ago, but after to 20 minute waits, I gave up. So I moved to Vodafone (they answer when called). Plusnet has sent me a bill that appears to take me beyond my contract period. I have tried to query it, but cannot get through within a sensible timescale (30 minutes wait).
So my advice is to use/move to a provider that has sufficient staff to answer the phone within a reasonable time.
Reviewer
Matt
Location
Lancing
Date
06/07/2017
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Terrible service is all aspect but cheap. Guess you get what you pay for
Reviewer
Brad Myers
Location
Doncaster
Date
05/07/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have been a member of PlusNet for 4 years, When I initially signed up , it was brilliant. I even recommended them to my Friends whom took my advice a also joined, Now I find plusnet to be very disappointed with the company, Just of late my internet went down, after a prolonged wait on the telephone while contacting customer services , I was inform the problem was a fault with the router and they would replace it within 5-7 working days. 3 days in and after trying a spare router loaned to me by a friend , who had signed up , through my recommendation . I realised the employee in customer services had wrongly informed ,It was the server that was fault, Contacted PlusNet again , spoke with an engineer who confirmed this , waited 10 days for the issue with the server to be dealt with. Was informed by the engineer due to service being lost, that a reduction would be made to my bill for that month , Found this to be a lie, On contacting PlusNet again to argue my bill , informed nothing was recorded , customer service informed me, yet apparently all calls are recorded for training , asked to wait on the line, so was then put on hold for 20 minutes before I was hung up on. Once the contract as ended in October, will not be renewing it, as I hate dishonesty and being ripped off . AVOID !!!!!
Reviewer
stuart campbell
Location
chesterfield
Date
05/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
was charged £65 + vat for a new mains box by plussnet after being told there would be no charge,it does not even have a test socket literally not even fixed properly to the wall, just had an openreach engineer said its disgracefull. im so glad i changed supplier and not getting ripped off anymore.my broadband and phoneline works well now much better than the poor service from plussnet that i was charged for even though i could not use it for i think more than two months til my contract ended.
Reviewer
Maddy
Location
Surrey
Date
03/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Terrible customer service and terrible attitude to existing customers as a customer, will go all out for new customers, will try a bit for customers threatening to leave, and will be rubbish with existing customers who they think are safely going to stay but are having problems.
Nice enough people on the phone and I feel sorry for their staff, but they just don't have that much ability to provide good customer service owing to their systems and policies. Have had a fault for nearly a month now which takes days to start dealing with and days every time something further goes wrong, just nothing is quick or works. Total lack of internet for 6 days now and they can't/won't provide anything to help for the interim, or compensation for the amount I have to spend on mobile data while I work from home because of it. Apparently if I'm lucky and actively request it after my issue is fixed they might reimburse the downtime alone, but you have to actively request that or they won't.
Some of this is probably owing to BT OpenReach and that system, but I also placed an order to switch to fibre with Plusnet early in this process which is a brand new order and that went wrong and got delayed by several days too, took a while on hold while different depts tried to find out what was going on as some could see my order and some couldn't, which is only owing to Plusnet's systems. Avoid! I used to be with O2 (pre switch to Sky) and they were expensive but far, far nicer to their customers and trying to compensate or sort them when things went wrong that they couldn't do anything about, which in the end is all you can ask for!
Reviewer
David
Location
Banbury
Date
02/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Lots of issues phone & broadband. when you can get customer service they are ok, but problem is getting to CS in the first place, long long long waits online or phone. Never had so many issues, even worse than BT (who own them). Avoid.
Reviewer
Luke
Location
Edinburgh
Date
01/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Barely working, intermittent service. Big bills to try to sort it out. Avoid plusnet like the plague.
Reviewer
Matt C
Location
Date
01/07/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Continually increased and charged me unexpected fees. Don't believe their marketing!
Reviewer
Garry
Location
UK
Date
29/06/2017
Comments:
Poor Customer Service, Slow Internet Speed that make site like Youtube frustrating to use and make downloading updates and digital purchases on an xbox or ps4 pointless.
the minimum speed for my area is supposed to be at least 17Mb but i have never seen it get 1Mb as of yet.
They maybe one of the cheapest but in my opinion they are the worst ISP I've ever been with.
They boast about having UK call centres for customer support but have taken up an hour and a half just to get through to them, witch is not a free phone number.
This ISP is beyond bad avoid at all costs.
Reviewer
S Macdonald
Location
Scotland
Date
27/06/2017
Comments:
I will not give Plusnet any stars, they deserve nothing. They have given us nothing but stress and shockingly bad service. We are no further forward with them.. they ignore, ignore, ignore and are then plain rude or arrogant. "We'll do you proud". More like "We will do you". Have to beg for refund, still waiting for this. DO. NOT. TOUCH. WITH. A. BARGE. POLE.
Reviewer
Anita
Location
Lomdom
Date
27/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Everything is poor the company needs to close down. 1 hour to get through customer help line. Phone chat never works inter net cuts out every time. Overall no good for nothing
Reviewer
Michael McAteer
Location
Durham
Date
27/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have a property in the northwest which is able to use virgin media and the broadband is 150mb/s and simply outstanding. We got a new property over in a village in the northeast and the open reach system said we could get broadband only. We ordered a phone line and broadband package from plus net with an estimated speed of 3.5-8mb/s. I was told an engineer needed to call so took a day off work only to be told via text they didn't need to call wasting a days holiday. The line was installed and yielded less than 2mb/s at which point we had a phone number and open reach said fibre was available. Plus net switched us onto a fibre service. This was slower than the standard broadband yielding 1.5mb/s. An engineer visit was needed and plus net could not sort this out for a weekend even tho open reach work weekends. The customer service around this was really poor. I took another day off work for the engineer to call and discover we were connected to a cabinet 3.5km away. The cabinet in the village was 300m away and fibre enabled but plus net refused to talk to open reach to ask them to connect us to this cabinet. I phoned BT and after escaping from the plusnet contract and 20-30 minute waits to customer service I had engineers back at the house from open reach to reroute the line and connect to bt infinity which is running at 60mb/s. Plus nets cant do attitude when it comes to customer service is very poor indeed and it would appear to be the poor cousin to BT retail. We wasted 2 months having no or unusable service and many hours on the phone mostly on hold. Avoid.
Reviewer
LEM
Location
Angus
Date
27/06/2017
Comments:
Shocking service. They took 2 months - yes, 2 months - to finally tell us we needed to take down a tree in the neighbour's garden to allow phone line to be connected. Online chat slow. Unbelievably frustrating and we have had to change our provider.
Reviewer
thomas
Location
Hildenborough
Date
26/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
broadband cuts in and out randomly customer service is zero - basically self service - - games freeze working from home freezes - router is constantly flashing - I am currently working out how to get off them and on to another supplier without having to actually sue them, talk talk put price up so moved to Plusnet but they have been appalling even contacting them to complain is a real pain
Reviewer
Marmaduke
Location
Essex
Date
23/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely useless.
Requested my account to transfer 9/6/17-was told it would take a max of 10 days. 15 days later told telephone would transfer (23/6/17). Phoned Plusnet to ask about Broadband. On phone waiting for 30 minutes. Told BB would transfer same day. Pointed out that they had not sent the router. They confirmed router not sent (after 15 days!) and that they would order it and send it, and also confirmed I would be without BB until it arrived! Their screw up.
Constantly transferred between departments. Phone call took over 50 minutes!
Cancelled the contract and went with Talk Talk. If I have got to be without BB for 10 days then I am not waiting for Plusnet to do the job properly. I would rather give someone else the chance.
Reviewer
spiralx
Location
Cambs.
Date
22/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Increasingly unimpressed by Plusnet. Download speed round 6 MB/s. Upload, 0.5MB/s.
Reviewer
....
Location
Calver
Date
21/06/2017
Comments:
Actually awful. It's always buffering even when there's just one person using it. It switches off and on randomly and doesn't even work half the time.
Reviewer
Yug
Location
Nantwich
Date
21/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish internet speed is so slow customer service rubbish. Avoid it
Reviewer
HomeWorker
Location
North Hampshire
Date
21/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Switched to Plusnet at the beginning of this year and wish I never had! Meant to be getting Fibre speeds of +-70Mbs and this morning I'm getting 6-10Mbs which is impossible to work with. Rang them up and the support engineer couldn't test the line as their systems were down! Maybe he could call back at around 3pm this afternoon! This company lock you into a contract then give poor service and are a shambles!
Reviewer
Paul Wade
Location
Durham
Date
21/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't touch this company with a barge pole. Pay a little bit extra if you have to. It's just not worth it.
They will give you no warning and switch you over to their service without sending you the router you ordered.
Yeah the customer service guy will be very apologetic, and know exactly what's just happened to you. Obviously because it's already happened to many other people and he takes that phonecall all the time.
They won't expedite you a router tho. Oh no. You gotta wait 3 days for them to find one in the warehouse. Then another 3-5 days for Royal Mail to get it to you.
Seriously do not switch to this company. I would burn this company to the ground if I could. I will begrudge every penny they steal from my bank account until the day I can leave.
Reviewer
Richard Flynn
Location
Huntingdon
Date
21/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Used to be good. Been rubbish for over a year now. Last 2 days, almost unuseable (download 5MB, upload 0.5MB).
Leaving as soon as my contract ends.
Reviewer
John A
Location
Cheshunt, Herts.
Date
20/06/2017
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
I changed from AOL to PlusNet seven years ago. I found the AOL service expensive and unreliable and the helpline was ineffective. I changed to PlusNet as it was a small company but with the backing of BT. I haven't regretted my change. The immediate difference was the cost - a third of the AOL charge - but other differences were the reliability of the service and the quality of the technical help - the helpline is UK-based and the staff are always patient and willing to be as helpful as possible. Because I am a limited user, for a long time I chose a monthly download limit but, following a 12-month reduced-price offer, I have recently changed to unlimited downloads. My one complaint is the download speed which is only around 3mb and may partly be due to the location of my router but according to Broadband.co.uk I can only expect a maximum of 5mb from PlusNet in my area. I find this just about ok for streaming services but slow for downloads. Overall however I am happy with the PlusNet service and I'm thinking I may at some stage upgrade to fibre.
Reviewer
Jon
Location
chippenham
Date
19/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
The worst customer service I have ever encountered. We were flat out lied to, on 2 separate occasions (we were told and engineer would come to the property, when this simply wasnt true.) To even talk to someone sometimes took an hour on hold! Installation time was over a month! Avoid.
Reviewer
Iris
Location
Lanarkshire
Date
18/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I tried to join last year assured me they were backed up by BT the installation did not take place as the man was so inundated with work that same day so I did not rebook. Trying to get my money refunded was a nightmare, I paid by credit card and they got the money back from Plusnet. Holding on to customers money is criminal and should be acted upon by the regulators.
Reviewer
Archie
Location
Lancaster
Date
17/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
eddie
Location
essex
Date
17/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
if i was asked to reveiw plunet 7 months ago i would of rated the above 5 stars as they were brillient but now well since moving my broadband fibre speed has halved and has been an ongoing problem since the move infact the speed has slowed conciderabley allso they signel drops despite more than 2 engineer calls and several repeated fault diagnose instructions the speed and signel still drops so if you are a old customer DO NOT UPGRADE
Reviewer
A
Location
Dorset
Date
16/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID at all cost worst company in the world bad customer services, slow broadband its like dial up, rude staff, don't deal with complaints, steal your money, phone line fault's broadband fault's don't get fixed shambles should be closed down
Reviewer
Jacqueline Leckie
Location
ALLOA
Date
16/06/2017
Ratings
Satisfaction
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Don,t believe the ad about customer service. I had the rudest, most unpleasant conversation with a young woman that i have ever encountered, and i was only trying to pay a bill.!!
Reviewer
Ian
Location
London
Date
16/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Customer service is appalling. They pushed back install date twice, without apology or explanation, then screwed up the broadband order and had to push it back a THIRD time. Representatives were rude and unhelpful throughout.
Be warned: Costs in delays and resolving issues will be vastly greater than any potential saving on monthly costs!
Reviewer
Kevin
Location
Whitehaven
Date
15/06/2017
Comments:
Avoid like the plague ! Have slower fibre speeds than standard broadband. Hours waiting on phone only to be told interference ,........ I sit 18 inches from router ! Customer service is a joke and 18 month contract, can't wait to get rid of these clowns. NO STARS !
Reviewer
Ashley
Location
Petetborough
Date
14/06/2017
Comments:
×××××××××WARNING ×××××××× Becareful with Plusnet they cease your contract without informing you even though you pay your bills..... when try get hold of someone you always get fobbed off and passed to another department or just put on hold for 43 mins..... still waiting on hold now for my call to be answered 1 hr 17 mins now............ WORST SERVICE EVER don't sign up
Reviewer
Stacy
Location
Middlesbrough
Date
14/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute dog dirt. Never known a company to have customers waiting on hold for 25 minutes before they answer, then have the audacity to apologise for the wait, how's about answer the effin phone and tell me why my rubbish internet doesn't work!!!!! Then have the cheek to tell me their billing software disconnected my internet LOL.
Next joke.
Least there English when they answer the phone, and it's not TalK Talk
Reviewer
The Jones Family
Location
Neston
Date
14/06/2017
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Comments:
Signed up with Plusnet for 12 months. It has been a nightmare . Speed poor . Internet keeps going off at will.
Totally unreliable service . On the phone for hours to Customer Service . Definitely not fit for purpose I will cancel contract as soon as 12 month contract date nears.
Bitterly disappointed.
Reviewer
zoeoli
Location
east sussex
Date
13/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a fibre broadband "customer" for just over 18 months and have never had a reliable connection.
Getting through to them is almost impossible - the website sends me round and round in circles and anyway is no use if the flipping internet isn't working! The phone is always engaged. I did finally manage to reach someone by phone, and was just told to run frequent speed checks and "raise a ticket". But in order to raise a ticket, I have to go through the labyrinthine "diagnostic" system first ... which I already know will not serve any purpose.
I cannot run several speed checks, as they suggested, because it isn't working!!
The really annoying thing is, it doesn't just go off for a bit and then resume: it is constantly flickering in and out, making it impossible to get anything done properly.
I first raised this issue several months ago, at which time they just sent a new router, which has achieved nothing. The whole saga has been ridiculously frustrating. The amount of time and effort I have expended on this doesn't bear thinking about
I joined Plusnet because they are supposed to have good customer service, and this is what I wanted more than anything. However, I have had nothing but trouble from the beginning and zero actual real help, just excuses and asking me to waste yet more of my time getting to the bottom of it.
I really feel I have been ripped off here - paying for a premium service and receiving nothing but grief.
Reviewer
CT
Location
Milton Keynes
Date
13/06/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Really they have the most appalling customer service. I just tried their chat line and have been on for about an hour going from number 3 in the queue to number 2 and then... back to number 3???
Reviewer
Robert
Location
Hitchin
Date
10/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet is, by a long way, definitely the worst provider of any service that I have ever encountered.
Hopefully they will soon be going out of business soon.
Please, please avoid.
Reviewer
Frank
Location
Charvil
Date
06/06/2017
Ratings
Satisfaction
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Far too often our broadband speed dips below 5mbs making watching Netflix for example useless. To say I am not at all impressed would be an understatement
They make Talk Talk seem good (which they are not)
Reviewer
A Samuels
Location
Durham
Date
06/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service. Avoid!
I've been with Plusnet for a number of years and havent really had a problem with them. However, I decided to change supplier as we live in a village and only get about 1 MB. What complicates matters is that I want to get my internet from a company that provides a local wireless service offering about 13 MB but dont do telephone services. Therefore I'm having to go elsewhere for the phone and decided to use the Post Office based on price.
I initially cancelled my services with Plusnet and was given a termination date of 6th June (today). However, when I spoke to the Post Office I was told that I should have called them first as they would normally cancel on my behalf so that there would only be a few hours between the cancellation of Plusnet's phone service and the Post Office's starting.
Therefore I called Plusnet back the next day (31st May) and spoke to an adviser called Richard Byron. After explaining the situation I asked him to cancel the termination of the phone line and to terminate the broadband on 14th June. He assured me that this had been done and charged me £22 cancellation fee.
Having done this I telephoned the Post Office again to put the order through again and expected everything to proceed normally.
Yesterday I was shocked to be told by the Post Office that the termination with Plusnet was still due for 6th June and that the Post Office couldnt start the process of transferring my service until it ceased. This could mean that I am without a phone for up to 15 days and also might lose the phone number I have had for over 12 years.
When I spoke to Plusnet they confirmed that Richard Byron had failed to cancel the termination for 6th June which meant that the termination for 14th June had been rejected. They were unable to do anything to help as BT Openreach need at least 48 hours notice to reverse a termination.
They also have refused to offer any compensation for the fact that I am now going to be without both broadband and phone line for up to 15 days and will have to use my mobile phone data instead, which has poor reception where we live anyway. Both my wife and I work from home and this is extremely disruptive. Plusnet couldnt care less.
I would strongly encourage everyone not to use Plusnet and any existing customers to consider transferring as their customer service is frankly appalling. The adverts are a complete and utter pack of lies!
Reviewer
Peter
Location
Cliffsend Kent
Date
05/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
With PlusNet for several years.
Until last year very satisfied, now
would describe them as awful.
Very poor service on moving house and many arguments with them before eventually broadband was connected, but a few weeks without broadband, despite a connection date being arranged.
Customer service is dreadful now, very long waits every time for phone to be responded.
Avoid
Reviewer
Hugh
Location
Buckingham
Date
05/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Thought I'd review and leave a warning to others thinking to join up, I've been with Plusnet now for nearly 10 years and for the most part they have been amazing, always friendly and gave good deals on broadband.
Until last year.. I had a terrible dip in my internet (.5-1mbps) and patchy, I raised several cases with them and even had their engineers out to 'help' the response was that it was my fault and they basically didn't care, in the end I had to write a letter to my MP to get anything done anywhere near satisfactory. (turns out there was a fault in the exchange box that no one had bothered checking)
The complaints dept left it that when fibre came to my area that they would offer me a very good deal to make up for the poor service i'd had.
I called again recently to upgrade to fibre, the salesman clearly didn't care and offered me the standard price - regardless of seeing my time with them and the records of all the issues.
They aren't even willing to match TalkTalks offers anymore and walked me through how to leave them when i hadn't even suggested I was going.
This is just a sad case of a once fantastic business that's given up trying
Dont be sucked in my their entry deals- once they have you they don't give a damn.
Reviewer
James Henderson
Location
Northern Ireland
Date
02/06/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Years ago I was with Plusnet and they were brilliant. Seeing their TV advert lately I decided to sign up with them for Fibre Broadband. Even though am paying double the price I was for Fibre, there is not an hour that does not go pass without the connection dropping and I lose my work. When I phone them on average daily or twice a day (as there is no point in phoning them) I am told your broadband is fine going to your house the problem is within your house of which nothing further happens.
Without doubt and by far the worst internet provider I ever had and even though I can prove that my computers are losing the connections they refuse to let me out of contract.
BEST ADVICE - STAY AWAY FROM PLUSNET!
Reviewer
william
Location
suffolk
Date
02/06/2017
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I was sent a letter stating that a debt, (£203.85 plus 25%) had been passed to a collection agency. The first customer service agent said it was impossible to recall the collectors instructions, and made comments about dates of certain orrespondence that was never actually sent. It was only when I called back with bank statement details, which showed the alleged missed payment, that they were sble to withdraw the demand.
How many other people receive this kind of correspodance and pay up. I think customers would like to know that the bills they receive are compiled accurately.
Except for the above, I would recommend them.
Reviewer
steffani
Location
wrexham
Date
01/06/2017
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Well looked at all the review after ordered plusnet and I must say that my broadband is fine and fast and does what I need it to do, firestick phone laptop no blips on a normal broadband unlimited for £20 I'm happy with my broadband and me and my partner have been with a few and they are rubbish! But this one has been the best for us. Home move was free even though I just signed up to a diff adress and the customer service well was a pile of rubbish but other than that me and my partner are happy
Reviewer
Jan
Location
Stroud
Date
30/05/2017
Comments:
I wrote last week telling you about what terrible customer service .im still waiting this is two weeks after paying bill.i spoke to amreen akhtar today well she said the bank statement which i sent was hand written and could b a scam. I cannot believe there people .if you are thinking about joining plusnet think again the service is appalling !!!!!!! Danielle is supposed to b phoning back i would like to see what she says but i think that they think we are all stupid
Reviewer
Nathan
Location
N.Ireland
Date
30/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute disaster of a company. 6 weeks, probably 5hrs on hold and I STILL don't have broadband. I wish I had cancelled them when they first mucked up my order, but I chased my losses and am regreting it big time.
Bounced from department to department, made to feel it was my fault, given plainly false information. Now they won't track my topcashback referral.
How this company can claim to have good customer service is beyond imagination. They are by far the worst. And after 6 weeks I'm not even connected.. fml. Fthis company.
Reviewer
dominika
Location
corby
Date
29/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid! this is the worst service provider, they blocking my broadband speed to 0,2Mb/s at weekend time and 7am-11pm for the rest of the week (first 30 days was 20Mb/s) traffic shaping
Reviewer
Pasquale Rubanu
Location
Manchester
Date
27/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
PlusNet is without any doubts the WORST broadband provider in the UK, and probably in the entire World! It is not just that the service is poor, the most annoying and frustrating thing is actually the fact that if you need help & support NOBODY is ever there to help! I was with PlusNet for 2 years and only once (!) I was able to talk to someone over the phone and it was for a complaint. These days I still get annoyed about the all experience especially when I see their AD on TV: "We'll do you proud"? You make me sick, more likely. Appalling Company!!! Please do not fall for them!
Reviewer
Neil
Location
Herts
Date
26/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Anyone thinking of using Plusnet for internet, do yourself a favour and don't bother! Lies to get you sign up, a speed that's massively less than even the slowest speed they promise and a service that goes off for hours on end. When they promise to send an engineer out, he doesn't turn up! What a pile of pants!
Reviewer
Jan
Location
STROUD
Date
25/05/2017
Comments:
I cannot even start to tell you how rude saleh was on the phone paid my bill monday still not on and hes telling me i havenot paid it.not offering anything else but to send in bank statment.waiting to talk to manager danielle who was as un helpful as him and said she cant deal with it cause everybody has gone home. The customer service is disgusting i have just been on that phone 40 mins and now ive got to wait till morning to speak to darren angel .wonder what he will say hopefully he might have a bit about him not like danielle and saleh will let you know .think i might go back to sky should never of left but what does plusnet ad say the best customer service think they mean worse
Reviewer
Mike
Location
West Lothian
Date
25/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had a contract with LIFE Mobile. Called and cancelled it. Yet Plusnet took over the Life a little bit later and simply kept my contract alive.
Had a simple sim 30 days rolling contract. No phone.
1. Sim card was deactivated
2. Cancellation was confirmed by phone (I was recording the conversation as they simple couldn't understand the difference between Account and contract).
3. After take over, Plusnet created new account with them without my autorisation (they took over ~2 months after my 30 days cancellation notice ended)
4. They kept increasing the "bill" yet no one was providing the service and I had gave my cancellation like 6 months before
5. Of course keep sending letters.
Case will end up in court due to damaged credit score, illegal "account" creation, refusing the right to cancel according to their contract and the LAW.
BE CAREFUL !!! THEY ARE NOT WORTH OF ANY TRY !!!!
Reviewer
Cena
Location
Scottish Border
Date
24/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Two months after my contract has ended I realised some changes in my direct debit payments. I have not received any email notifying me that the contract is coming to an end. After I spoke with various agents and beside the facts that the calls were hung up few times and I had to explain the whole thing over and over, I decided to put this into a complaint and in writing. After I discussed this with citizen advise bureau, I was advised that I must have been notified by the service provider well in advance about my contract coming to an end and I must have been offered the choices to whether carry on at an increased amount or renew the contract. The changes to the direct debit must have been done with my authorisation. I was advised at the beginning of my contract that I'll be communicated through my email address whenever is needed to do so. I have cancelled my direct debit last week, since then I have been sent 5 emails in 4 days. So what I do not understand is that only whenever Plusnet is chasing a payment, numerous emails are sent to the customer. I put this into complaint but I have not heard from them yet.
Reviewer
M
Location
Bristol
Date
24/05/2017
Comments:
If I could give these clowns 0 stars I would. Landline went down weeks ago and, 10 hours of waiting around for engineers (they can only give 5-hour windows) and more hours on hold than I care to count, the landline still isn't working and now the broadband isn't working either. Can they tell us what the problem is? No. Can they tell us when it will be fixed? No. Can they tell us when to expect the engineer? No.
Reviewer
Matt
Location
London
Date
24/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They're a con. Extremely slow broadband speed. Started off with what was advertised then after a month they bottle necked my speed to 13mb at best. Reported the problem, nothing changed.
To add insult to injury, they increased my monthly bills.
Avoid PlusNet like the plague.
Reviewer
Justin
Location
London
Date
20/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish customer supporter. I've been with them for 2 years and moved house a month ago. I fight them for a month to get the broadband work in the new flat without success after calling them every single day for more than a month.
When I finally thought I could get an engineer to come on location to look at the problem; the window frame was from 8am to 1pm. So what, are we supposed to take a day off for PlusNet to clean their mess ?
Don't go with them because they are cheap; at the end, you'll spend much more money in it. (I have spend almost £200 in the new flat, without even getting the broadband)
Avoid them.
Reviewer
Mark Wagner
Location
Elsecar, Barnsley
Date
20/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Awful service. I joined PlusNet in Nov 2015 and was without broadband for 3 days during the switching service because they failed to provide the equipment on time. During the 18 months of service, the fibre broadband speed was OK but dropped out a number of times late at night and also some of the calling services stopped working. When I left in May 2017, the problems continued as they still continued to bill me for broadband even though I was no longer a customer. They refused to stop direct debits and told me I had to wait 7 working days for refunds. Staff were also rude when I called to resolve this. Certainly not the 'Yorkshire' friendly welcome they say they have or the outstanding service they claim to provide. They also admitted to having a known issue with customers leaving them and their accounts not being closed down properly. Avoid!
Reviewer
Jean-paul
Location
Bristol
Date
19/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In short must be the worse service and broadband speed i had in years
Has to be better and cheaper out there too
Reviewer
Paul
Location
Shipley
Date
19/05/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Not bad. Quiet good.
Reviewer
Robert
Location
HORNCHURCH
Date
19/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have read many reviews below and all I can say is plus net are shocking. One of the worst experiences ever. Once i took out the service the connection was so slow. After 3 months of trying to fix it I gave up. Then tried to cancel my contract when they increased my line rental as per the terms and conditions and they said there would be no cancellation fee which is normally £30.. great you say... errr no... they then tried to charge me a £30 admin fee!!! So they still get my money... eventually I just decided to leave and go with another provider... by plus net.. never again will I take a service derivoit with you. Again... shocking
Reviewer
Julia
Location
London
Date
19/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Terribe costumer service
Reviewer
Nigel
Location
Netherne on the Hill
Date
18/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Been with PlusNet now for three months. They started by lying, saying that out house move would not be a problem, but when it came to it, charged is £120. Ok, £65 was for the line activation, but there was no reason for the other £55 beyond them being a bunch of lying pricks.
In the three months, the connection has been hopelessly unstable. So I've had to call Customer Services seven times now. The SHORTEST wait ("we're sorry we're busy assisting other customers", whose connections are presumably as unstable as mine) was 15 minutes. GUYS - STOP BEING A BUNCH OF TIGHTWAD PRICKS. JUST EMPLOY ENOUGH CALL OPERATORS! It's not difficult.
Seriously, along with TalkTalk, PlusNet represent EVERYTHING that is wrong with Broadband in this country.
Reviewer
Margaret Hope
Location
Henley
Date
18/05/2017
Comments:
Easy to install. Efficient billing system.
Employees articulate
Reviewer
Forbes Bryce
Location
Glasgow
Date
16/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
We'll do you proud...
You should be embarrassed to have those words as your strap line.
Shocking customer service
Reviewer
Joseph S
Location
Perthshire
Date
14/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I applied and took out two mobile numbers from this company. I just checked my latest Experian report and they have left 10 hard searches on my file.
They don't want to know and told me to take it up with the credit reference agency.
Hence to say, mobile numbers cancelled and will stay away from this company.
Reviewer
C Leader
Location
Leicester
Date
11/05/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
This company is a total rip off.
I had trouble with my broadband and told them I would be leaving them, they reviewed the price I was paying and charged less if I signed up for a 18 month contract at that price and would then give me a free router to solve the broadband issue, I agreed.
3 month ago I had more issues, waited 4 weeks for it to be sorted.
Today I received an email saying the price I am paying is going up by £1.50 DISPITE MY 18 MONTH CONTRACT which has about 6 months to run. I just phoned up and asked what is going on, and they did not want to know, just said thats what we are doing to everyone, just as BT, Talk talk, are doing, I said I dont have a contract with them but with you.
The reply was curt and basically dont care attitude." I have cancelled your contract and you can leave when ever you want now without charge" what a rubbish company, do not honour their contracts but if I had wanted to leave they would have stuck it to me for £40.00 quid.
I have been with this company for !0 years or so, no loyalty what so ever. So they lied when they started my contract, which is going to generate an ombudsman complaint which will cost them money, a lot I
hope.
BE WARNED THEY WILL BE NICE AND SAY THIS AND THAT, ONCE THEY GET THE CONTRACT YOU WILL BE STUFFED..........
My name is Colin Leader, Leicester who is leaving this DISHONEST Company, I am responcible for this reveiw and wording and stand by every word.
Be Warned
Reviewer
Sue
Location
Bucks
Date
10/05/2017
Comments:
Oh dear - have just read most of the above! Now think I have been duped- rang plusnet to say that i have a very intermittent internet with buffering every couple of minutes when watching tv- was told that i should wait 15 days while the exchange settles down!!! I am beginning to think this was a big mistake!!! Meanwhile I have rediscovered reading books!!!
Reviewer
J Smith
Location
Cheshire
Date
10/05/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Customer Service
Online chat - pointless - I went from 4th in the queue up to 7th (how does that happen?) then 6th and it stayed there until I lost patience and disconnected.
Telephone support - the people on the phone are great BUT getting through to them is like getting an appointment with the Pope. Ridiculously long waits
Broadband Reliability
Very poor - just had 3 issues in the last 3 months, had to take holiday off work to attend 'repair' as no broadband so could not work from home
- When I raised one of the problems they told me it was my router that failed so I either needed to upgrade my contract or buy one myself. It turned out NOT to be the router at all so only my escalating this to tech support that stopped my buying a new router for no reason
All round NOT top customer service
Reviewer
Owen Comiskey
Location
Aylesbury
Date
07/05/2017
Comments:
The broadband come and goes, i have checked everything so am just going back to virgin
Reviewer
Sara
Location
Swindon
Date
07/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not had any service, customer services were utterly useless but did admit in the end they were providing me with nothing. Would never recommend to anyone. Worst service I've ever received basically because they did not provide one at all.
Reviewer
lynn
Location
Derby
Date
06/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
have been a customer since 2014, was going to cancel in 2015 as i wanted TV for disabled family member, but they offered me tv for free if i took 24 month deal - the tv box they sent was rubbish - basically just freeview, which we already had so I called to say I was unhappy and did not want to opt in for 2 years, I was told fine & to keep the box (as it was free offer) Great :) ,, or so i thought - we stayed with them and used a NOW TV box, - Now tv now have a deal incl BB and so reg with them and called Plusnet to let them know as courtesy- they strangely have no notes re my call in 2015 (but can't check for the call as its deleted!!) and the girl basically said "Naw, no notes so u didn't call, nowt i can do" I said i was unhappy n all i got was " i'll log a complaint" ok nuffing else i can do".. ??? I asked about my complaint,, "you'll get a call within 2 weeks" .. 2 weeks OMG!!.. absolutely appalling -she goes on to advise " you'll get cancellation fees,, £152.53" ..,, so Plusnet will charge me over £25 a month, when my BBand /phone package is only £38 and £17 of that is line rental - awful,, could understand if i'd tried to cancel in 2014 they would charge - but after 3 years - they have confirmed that they can see we haven't used the box - no goodwill, compromise n not even any empathy.. i will never use them again even if they offer it free.. :(
Reviewer
Phil Smith
Location
Burntwwod
Date
05/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not choose this company.... Avoid at all costs
Reviewer
Mike J
Location
Slaithwaite
Date
04/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Oh dear what a disaster... so it took an engineer 8 hours to configure the router. Took me 3 calls to tech support minimum waiting time 20 minutes... and the speed to the router 30MBs. From the router to any device by wifi in a 3 bed stud partitioned semi ?? 1 to 15mbs! Truely woeful hardware (i.e. Modem/router) and terrible wait times to speak to a human, well unless you call up to leave!
So fated around with splitting out 2&5 GHz wifi and changing channels. The advice from tech support; yeah our hardware is poor buy a 3rd party router. The advice from customer service: not our fault the wifi signal is poor.
£124 to leave but worth it.
Avoid, avoid, avoid.
Reviewer
Andy
Location
King's Lynn
Date
04/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Nightmare. Customer service is appalling. They just don't give a damn! Phone calls are hideously expensive. Call centre never answer. AVOID!!!!!!!
Reviewer
lynne farahnak
Location
worthing
Date
03/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Been with Plusnet a year. Unreliable internet and poor customer service.
Its never their fault. Although they never admit to slowing you down they will admit speed has "dropped" when you complain and raise it as if they are doing you a favour!!!!
Plusnet very prone internet "gremlins" apparently, which are customers fault!
Don't cough or flush toilet basically or your speed may drop!!
I was pleased contract ending! Phoned to advise I wouldnt be renewing and was told I was too early by a few weeks to give notice and would face an early "cancellation fee" and if I didnt pay I would be threatened with debt collector! Only phoned them to enquire.
Conversation went from enquiry to possibility of owing them money, to debt and adverse credit ratings in 5 minutes flat!
I phoned customer services again and complained and got an appology and was advised that I needed to give notice on 18 April 2017!(14 days)
I phoned 18 April and said I was not renewing. Whereby they advised me best not to cancel (as I would incur reconnection charge with my new provider) Advised best to ask new provider to use switching service.
"OK" I said "you sure this is the best option?, no more hidden charges from Plusnet? No rollover contracts?"
"NO NO NO" they assured me.
Surprise surprise. My new service with my new provider goes "live" tomorrow and Plusnet have billed me for a further month!!!
|I phoned and they told me they will reimburse me when new provider goes live tomorrow!
I dont believe a word of it!
How does my contract with Plusnet coming to an end result in me being charged for another month, without any discussion or consent!!
They are so sneaky.
Extricating yourself from Plusnet is worse than negotiating Brexit!!
PLEASE AVOID PLUSNET AT ALL COSTS!!!!
Reviewer
Susan Hewitt
Location
Herefordshire
Date
03/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In Jan 2016 we were contacted by Plusnet by e-mail stating that they could provide super-fast Broadband. We checked on their broadband checker, part of their website and this said that we could receive this service. On this basis we signed up to transfer our phone and broadband services to Plusnet. This was set to transfer acreoss on 24th Feb 2016.
On this date the phone service transferred across, but the Broadband Service failed to materialize.
We had been mis-sold this service, it was not actually deliverable to our area and due to a number of problems re-connecting us we were subsequently without broadband until 15th March 2016.
Our business is Web Design - this totally relies on Internet connection and being without broadband from 2th Feb to 15th March almost put us out of business.
Reviewer
LYN
Location
WORTHING
Date
01/05/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SUFFERED A WHOLE YEAR WITH PLUSNET.WHAT CAN I SAY. TOTALLY TERRIBLE IN ALL ASPECTS. UNRELIABLE, SLOW BROADBAND.
CUSTOMER SERVICE AWFUL, WHEN YOU EVENTUALLY ARE ABLE TO CONTACT THEM.
GIVE PLUSNET A WIDE BERTH IF YOU VALUE YOUR SANITY!!
Reviewer
Michael
Location
SW London
Date
30/04/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have only been with Plusnet for just over one week so time will tell if my rating will stay so high.
As a new customer switching from Sky, plusnet made the switch seamless. Activated on the date promised and most of the time I am getting the top advertised speed of 76Mps and around 19Mps upload.
Reviewer
Ray Radford
Location
forest of dean
Date
28/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
An absolute nightmare for broadband in every aspect.
Reviewer
kev
Location
blackburn
Date
28/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
just had plusnet installed today and the phone line already has a fault (after 1 hour) told I will have to wait till next week before it can be fixed why have I paid £59.95 to have a dodgy phone line installed I DON'T THINK SO
Reviewer
David S
Location
Edinburgh
Date
28/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Left BY to go to Plusnet WHAT A MISTAKE 5 months broadband not working properly speed was so low I was using the data from my phone which was quicker customers services were a disgrace IF IT'S THE LAST THING YOU DO DON'T MOVE TO THIS unprofessional losers I'm having to take them to court to be reimbursed to get my money back
Reviewer
Lauren
Location
Mexborough
Date
27/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish, can't video call a as it crashes every 2 minutes am doing exactly same when surfing on the internet. Never known an wifi as slow and rubbish.
Reviewer
ML
Location
London
Date
27/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible... broadband speed is intermittent, very slow & keeps breaking. It is similar to dial-up connections 15/20 years ago. They messed up the accounts and undercharged me. My contract was 12 months but they insisted it was 24 months. Found original contact and they admitted it's 12 months, I left PN immediately.
Reviewer
Anonymous
Location
South West England
Date
27/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
jarrod
Location
Newquay
Date
25/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband I have ever experienced, and I have had them all cannot wait to end the contract, plus they will rip you off with a fee any opportunity
Reviewer
Bob
Location
Northampton
Date
24/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Horrendous issues leaving Plus Net. Told by PlusNet to allow full month's direct debit for 5 days prior to service transfer. Only partial rebate following month and a further debit next month. Repeatedly raised with Customer Services. Received full refund for 2nd month but more than half of 2nd is still outstanding. Do I just give up!?!
Reviewer
D Barkaway
Location
Hartley Wintney
Date
23/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling as a company. I work from home occasionally and so does my wife, they 'stopped the service' on my phone because I hit an arbitrary credit limit of £55, I received an email to pay immediately an extra £5 to get the service 're-enabled'. Debateable whether this is a legal practice. I pay all bills via direct debit, so this is an arbitrary limit they put in their T&Cs, as soon as you reach £55 in a month they stop your service (and send an email requesting payment to re-enable your phone line) you then ring them to pay more money into your account, absolutely ridiculous as a process. In addition, they charge 50p for every connection to freephone numbers e.g. Webex conference call links. Basically I get charged 50p for something that Plusnet is connectiing me to that is in reality totally free, no wonder I hit a £55 monthly limit! I will be switching provider as soon as I can. I will never ever get a service from Plusnet or BT again! In addition the broadband service is intermittent, wireless router drops connections and broadband speed is irregular.
Reviewer
Cherie
Location
Scotland
Date
22/04/2017
Comments:
Been with plusnet for bout yr n half now, when i took it out was promised the £50 cash back n still waiting..WiFi very slow when trying to open apps either buffering or tells me I'm not connected to internet??..Time to change companies
Reviewer
Datxman
Location
Peterlee
Date
22/04/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We had seen the adverts or the tv saying that plusnet is No1 for customer satisfaction etc so we decided to change to them for our broadband and phone.
Huge mistake - I am lucky to get 20mbps on a good day we were promised a minimum of 50. I am unable to watch a simple YouTube clip without it needing to buffer. We reported the problem and a week later we still have not heard anything from them.
I believe BT are limiting the service so you go back to them and pay the high prices and yes I know plusnet is owned by BT that is why we went with them
All I would say is avoid these at all costs and make sure you read the reviews on other companies before deciding who to go with, we are now stuck in a 18 month contract as I did not follow my own advice.
Reviewer
David Eddison
Location
Chester
Date
20/04/2017
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Plusnet broadband works quite well but the TV leaves a lot to be desired, have the BT package but frankly it drops at least 20 times during a game so you constantly reset just drives you crazy will be dropping this service in fact my advice is don't bother the Freeview channels are ok but when you record you get broken pictures and the extra channels can't be recorded at all due to break up this could be due to broadband problems but since your paying for the extra speed you would expect it all to work.
Reviewer
Beth
Location
Tipton
Date
20/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly, I am absolutely disgusted with the service I have received from this company, I'm surprised they're still allowed to operate considering the service they have given me and several of my peers.
Firstly, the broadband had problems from day 1. Would alsways lose connection, go incredibly slow to the point that even basic webpages would not load.
Technical support was also lacking. Within the year and half I've spent with them I made several support calls about the broadband. The only things I were told to do was reboot the router or change the router channel. These tasks did not work. They knew this but did nothing to help. It's also worth noting that on avaerage I had to wait around 30 minutes to get through to technical support (and yet only 5 when I called to cancel)
They are also notorious for lying. I've had to cancel my contract early as I'm essentially paying for no real services. They told me that I would have to pay £70 to cancel early. Then when I called and told them the date of cancellation it was randomly bumped up to a little over £100.
So if you're looking to be robbed, lied to and wait on the phone on hold for 30+ minutes I would advise this company. Otherwise, stay away!
Reviewer
Mary
Location
Peterhead
Date
20/04/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have been with Plusnet for over a year now, I have the occasional drop in connection But this may be due to the fact I do not leave my router on at all times, I've read this can affect speed. I would recommend Plusnet as the problems are few and nothing worth complaining about, but I nothing if perfect with technology, Ive been with many providers over the past 10 years and find that they all encounter minor problems here and there
Reviewer
Robert
Location
Ardrossan
Date
20/04/2017
Ratings
Speed
3.00 stars
Comments:
In 6 month we have 3 months of working wifi. Initially they never connected up the line.
4 Months in the wifi stopped, they sent out new router to an old address. When the new router arrived it still didn't work and when we requested an engineer they say it's 65 pound, basically a threat.
Average waiting que on customer service is 45 minutes.
Worst and most unreliable service and help I have ever experienced.
Reviewer
adel
Location
london
Date
20/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
a month and a half with no internet, was obviously not their fault and even trying to cancel my account was a hassle. Oh I forgot to mention they perhaps may give you a 2-5 pound refund if you're lucky.
Reviewer
CHRISTINE
Location
GREAT MISSENDEN
Date
19/04/2017
Ratings
Satisfaction
5.00 stars
Comments:
Excellent support from a very patient,
and competent customer advisor Aaron Turton, really solved my problems and got my broadband change over up and running,
I could not ask for better service than this.
Reviewer
john lucas
Location
wirral cheshire
Date
19/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would not use this company had no phone now or broadband for 15 days they blame other people like BT customer service is poor , USE ANOTHER COMPANY STAY CLEAR
Reviewer
nads
Location
london
Date
19/04/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i was with BT and then switched to Plusnet. What a mistake. Contstantly loses signal from my iPad. It's slow. Cannot even get a decent connection from upstairs in my house. (Router is downstairs) ridiculous.
Reviewer
EC
Location
London
Date
18/04/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Just left after several years as a customer. Finally moved to Virgin after increasing issues they didn't seem interested in solving, they also didn't seem interested in retaining me as a customer. During 8 years I was only ever provided with 1 router despite routinely asking for a new one. The leaving process was poorly explained which has left me with unnecessary charges. After leaving and querying these charges I found their customer service rude and combative. Will never go back even if they get their act together on the technical side.
Reviewer
phil
Location
milton keynes
Date
18/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have to say they are poor. My mistake was that BT was pretty rubbish anyway, but it has been much worse since I switched to Plusnet. Constantly the signal is dropping and nothing happens. I am constantly turning my router on and off, as I am paying for 70mbp and get normally 30mps. Turn off, then get 50 - 55mps. But still it will drop off, and you have to sit and wait for it to return.
Complained about this and I was told I had to change the settings in the wi-fi. This did not work either. Just given up as I had the same issues (but not as bad) with BT. Roll on August!!!!
Reviewer
Bev
Location
Chichester
Date
18/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
The only good thing I can say about Plusnet is that they demonstrated their total incompetence within 14 days of me placing my order so I was able to cancel without loss. They made false promises about installation times to get my business then backtracked once I had paid and failed to deliver on their promises. Avoid like the plague!
Reviewer
daniel
Location
Preston
Date
17/04/2017
Ratings
Speed
3.00 stars
Comments:
We have very intermittent service and can't rely on doing anything on our internet for more than 30 minutes with out it cutting out for another 30minutes. However when it works it is 30mb/s so Plusnet have sent 2 engineers and all they can say is the your getting good speed. Poor customer service where 10 advisors have not understood our issue
Reviewer
mr hancock
Location
abertillery
Date
16/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
joined PlusNet 2 months ago and God don't I regret it now. I paid upfront for my phone and broadband package which I now realise is non refundable. the broadband speed is pathetic especially on weekends. also I can no longer receive incoming calls but when you complain to their customer service its never their fault it must be mine. they will call an engineer out but I will have to pay for it JOKE. Keep well away from these COWBOYS,CHEATS AND LIARS. THEY ARE WITHOUT DOUBT THE WORT COMPANY I HAVE EVER DEALT WITH.
Reviewer
rach
Location
london
Date
16/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
poor broadband reliability especially during peak hours like weekday evenings and on weekends, which is not great. very unfriendly and unhelpful customer service as well.
Reviewer
Alan
Location
West Sussex
Date
15/04/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Although our broadband speed could be higher we still like the reliability and customer service of Plusnet.
Reviewer
mike G. P.
Location
flintshire
Date
15/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I have just had my computer in for repair and needed help to set up my e-mails. I had problems when I first got this computer and someone at plusnet put on Mozilla thunderbird because of problems trying to install Internet explorer. I contacted plusnet for help to set up my e-mails and they were not interested at all in giving me any help. I've always had an excellent response from plusnet until now so I will be changing my broadband and telephone provider. One reply I had was get someone in to fix it.
Reviewer
alan
Location
Shotts
Date
15/04/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
i am happy with plusnet service
Reviewer
stuart hall
Location
essex
Date
14/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
awful customer service staff promise things such as call backs that do not happen.staff are rude talk alot but do not deal with issues.want to constantly do anything to avoid dealing with issues such as line faults affecting broadband .worth paying more for a decent provider took 4 weeks to solve a problem and 200 hours of phone calls.-AWFUL
Reviewer
Tony Bennett
Location
Stixwould Nr Wodhall Spa, Lincs
Date
14/04/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have just moved and sadly the Broadband is none existent. Yet the service was just about working on 0.13. Now the service is not working at all. Despite all the help Plusnet has given me BT seem to not want to bother in replacing an old phone line. That said most of the BT engineers have been extremely helpful. All other sources of broadband providers either cannot work here or are so expensive. At the moment I am borrowing a friends EE mobile unit. I am angry at the system. BT have an obligation to to ensure all telephone wires work but sadly have no duty as regards to broadband. In my last home I would have given Plusnet all top stars as we have been with them for years.
Reviewer
Nathan
Location
Warrington
Date
13/04/2017
Ratings
Customer Service
2.00 stars
Reliability
2.00 stars
Comments:
Overall their antiquated systems which seemed modern in the earl 2000s means service is now terrible. It isn't scaled to cope with modern use, the router is flaky and it has obviously become BT's view of giving out cheap broadband without taking away from their brand. Wont be choosing them again.
Reviewer
D B Sears
Location
Princes Risborough
Date
10/04/2017
Ratings
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with my ISP, Plusnet, for 18 months and in that time I have found them reliable, responsive to my needs and always the best speeds.
My line is supposed to hold a max. of 80 Mbps, I have got 78.4 down and 23.3 up on various occasions and would not hesitate in recommending Plusnet. I have just signed up for another 18 months!
Reviewer
Jemma
Location
Angus
Date
10/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extremely unreliable and slow internet connection. Almost as slow as dial up. The last time I phoned customer services about the shocking connection I was on hold for an hour, when I did finally get through I was told the engineers wouldn't be out to fix it for a fortnight. Three weeks later they say it's fixed but STILL the same issues. I don't live anywhere rural, I live right in the middle of a town and should be able to get decent broadband. DEFINITELY DO NOT RECOMMEND unless you like super slow unreliable connection.
Reviewer
Ian
Location
Lancashire
Date
07/04/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Poor speed despite paying for Fibre, awful customer service when trying to report this, reliability of broadband very hit and miss, OK for a week or two then nothing but problems for the next few weeks
Reviewer
David McDonald
Location
Alloa
Date
05/04/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Connection seems to be stable and speed as advertised but the WiFi is abysmal, I have never experienced such a poor service in my home before.
The solution was purchasing a new router (3rd party not plusnet) and the change was instant and excellent. I now have the same speed on my WiFi as on my Broadband.
This speaks volumes to the issues with the Plusnet One Hub which performed so badly.
Can't even say Customer Service was any help
Reviewer
Karen
Location
Herne Bay
Date
05/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having been with Plusnet since the begining we feel that as the company has grown customer services has declined severely. The last couple of year we have had ongoing problems with our speed they seem incapable of sorting it out with a series of patch it up and hope it is ok which it usually is for a week or so then we slow right down again. We do not have lots of gadgets connected to the internet either! All we get it the same old excuses and no solutions. Finally time to change. Plus the costs kept going up but would not offer us a good deal compared to new customers.
Reviewer
Matthew Burgess
Location
Nottingham
Date
04/04/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Was with them for 3 years. We needed to move house and was looking to update my contract, mine was over. They refused to give me any type of discount unless i was willing to commit to a lengthy contract. Customer loyalty means nothing to them so they mean nothing to me. Bye plusnet.
Reviewer
Simon Daw
Location
Castle Hedingham
Date
04/04/2017
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was very unsure about switching from Sky to Plusnet; Sky had provided a good, stable service for several years, but were cranking the price up unreasonably, and switching gave me the chance to move to fibre for lower cost. However, I rely on the Internet for work, so it’s important to me to have an uninterrupted service.
Things got off to a bad start. My phone line went completely dead on transfer date, and (long, long…) calls to customer service got me the response that the problem was with the wiring in my home: clearly untrue, given that it had been working perfectly up to switchover. (Of course, I do appreciate that helpline staff do have to cope with users who have done weird things when connecting their router, but a little more listening on their part would have been good.) Anyway, it took five days for it to be sorted out, during which time I had neither phone nor Internet access, of course. In the end, the problem had – as I suggested during my first call – been caused when Openreach switched my line to fibre. Now this wasn’t directly Plusnet’s fault, of course, but I would have appreciated a slightly more helpful response.
However, I have now been suing the service for a month, during which time it has been extremely reliable – no drops that I’ve noticed, and extremely good speeds. I’m happy that I made the right decision to switch, and I’d have few reservations about recommending Plusnet to anyone else considering switching.
Reviewer
jilly
Location
skegness
Date
02/04/2017
Ratings
Satisfaction
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
DO NOT BOTHER CONTACTING TECH SERVICES FOR HELP. I HAD NO INTERNET DUE TO DNS SERVER NOT RESPONDING. THE MAN COULD NOT HELP ME SO MY NEIGHBOUR GOT MY INTERNET BACK ON. RUBBISH SERVICE.
Reviewer
Mikes
Location
Essex
Date
01/04/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Been with plusnet for two years now. To date service and reliability has been very good.
Had one problem with a fault on the phone line, plusnet staff handled it very well but of course they were dependant on openreach to fix the physical fault.
I would recommend plusnet, service better and lower cost than rivals.
Reviewer
Scott Caddick
Location
Lichfield
Date
31/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Probably the worst broadband provider EVER
Probably the worst broadband provider I have had the unfortunate displeasure to deal with.
A MINIMUM of 45 minute wait EVERY TIME we call.
Only every TEMPORARY fixes which allows them to tick their completing box, even though its not fixed.
Then when the problem comes back you have to start the above hopeless loop again.
You are doomed never to have your problem fixed.
You are doomed for them never to let you cancel.
And you are then threatened with debt collection and being taken to court.
Not to mention some quite shocking, rude and patronising staff. Oh, and don't bother with Twitter or social media. Its just a front. They cant actually do anything, they just give you a fob off answer and refer you to customer services...to once again start the loop of doom and hopelessness.
I'm sure trading Standards would agree that their marketing is woefully out of date as their customer service is utterly awful.
Do yourself a favour....join anyone else. Even do without broadband
JUST DO NOT JOIN PLUSNET - You will regret dealing with these sharks.
***UPDATE***
The response below is another version of PlusNets box ticking brigade. The Twitter and Social Media team have ZERO authority to help and will only pass you back to the customer service team to once again start the loop of death and hopelessness.
They have been asked if they can help or whether they will refer us to CS again and they refuse to answer.
All the twitter team do is request that you DM them so they can hide any negative comments and fob you off behind closed doors.
I have told them that all correspondence will be public from now on and they refuse to reply.
Do yourself a favour. Read all the awful reviews, check the broadband reviews on customer service.....they all say the same. PlusNet are not to be trusted.
Reviewer
Scott Caddick
Location
Lichfield
Date
31/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Probably the worst broadband provider I have had the unfortunate displeasure to deal with.
A MINIMUM of 45 minute wait EVERY TIME we call.
Only every TEMPORARY fixes which allows them to tick their completing box, even though its not fixed.
Then when the problem comes back you have to start the above hopeless loop again.
You are doomed never to have your problem fixed.
You are doomed for them never to let you cancel.
And you are then threatened with debt collection and being taken to court.
Not to mention some quite shocking, rude and patronising staff. Oh, and don't bother with Twitter or social media. Its just a front. They cant actually do anything, they just give you a fob off answer and refer you to customer services...to once again start the loop of doom and hopelessness.
I'm sure trading Standards would agree that their marketing is woefully out of date as their customer service is utterly awful.
Do yourself a favour....join anyone else. Even do without broadband
JUST DO NOT JOIN PLUSNET - You will regret dealing with these sharks.
Reviewer
Charlie
Location
Yorkshire
Date
29/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The broadband overall can be ok and pretty fast but it's highly annoying when your trying to send a online message and it fails to send about 10 times and end up restarting your phone!! I find it very unreliable and never know when it may happen, then when your on video call to relatives and you move to another room and you disconnect. I wouldn't recommend in my opinion!!
Reviewer
Linda
Location
Neath
Date
29/03/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have just had a very helpful PlusNet technical support person called Jack Grainge Canter in Leeds talk me through a very frustrating problem I had with no internet connection at all. Jack was friendly, extremely helpful and patient. I was answered immediately and think that PlusNet is very good. I especially like being able to talk to somebody in the UK who can talk me through the problem. Thanks again.
Reviewer
george bernard spratt
Location
pe251st
Date
27/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
does not do me proud.
bb sometimes drops to 2 meg after a
proposed 39 and it is always when I am watching sports. absolute rubbish and takes 40 minutes for them to pick up the phone
Reviewer
GC
Location
Aberdeenshire
Date
27/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Truly appalling customer service. When tried to complain was transferred around several departments. No one seems interested in the customer experience. This may have started out as a good company but now they are at the rock bottom along with BT
Reviewer
Mat D
Location
Gloucester
Date
26/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Joke of a company. Been reporting connection drops for well over six months and they've denied any problems with the connection. Ive also had two BT engineers out who can't find any problems. Back to plus I go, only to be told to some rubbish. The story always changes but nothing is ever done to find the problem. Only last week one of their tech team admitted it's a known issue but wouldn't give me anymore than that. I would leave it I were not stuck in a contract. Though I will be making a complaint to ofcom as I pay a ridiculous amount for the poor speeds and connectivity I get from them. I should be released from my contract. Avoid them at all costs.
Reviewer
David
Location
Nottingham
Date
26/03/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Despite the advertising brag, plusnet gives no better service than any other ISP I have experienced. Have (theoretical) 40mb/s connection but it rarely gives anything but a mediocre connection and from time to time (including the last few days) the internet connection is constantly dropping out. Pretty rubbish service. At least as difficult to contact customer services as other ISPs. They all use information technology to make communication with them very slow and difficult. Not impressed.
Reviewer
FIona
Location
LICHFIELD
Date
25/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I've had plusnet for 6 months. Now and then the connection will fall and I will have no connection for a few minutes. I'm moving home and asked them to transfer the fibre and telephone service to a new address. As this new address doesn't have fibre all they can give me is the old fashioned 1MB ADSL. So you ask them how much this will cost? it costs more than what I had before!! So for £28 in stead of £27 I now have a phone line and a 1MB download speed instead of 40MB!!! so I ask them can I close the contract? obviously not as I still have 12 months with them. So you end up paying more and getting a reduced service. Stay away from PLUSNET as now they want £215 upfront to close my contract. Contract I have to close as they cant supply the same service at my new address.They obviously are not a very understanding company and are just looking to take the money from you even when they can't give you a service. Disgraceful!
Reviewer
PD
Location
Dorset
Date
23/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I am absolutely disgusted by the chaos of the email service I am paying for. Every call to technical takes a minimum of 40 mins to be answered and the chat line on the website does not work. My emails simply do not appear and technical support ask me to wait a couple of weeks for the chaos to be resolved!! My business will be dead if they continue like this. Does ownership by BT mean the kiss of death for a provider who when I started using them ten years ago were excellent. I would not recommend them to anyone.
Reviewer
DUNCAN C
Location
SE LONDON
Date
22/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Have been with Plus net since 2007. What started out as excellent customer service and relaible service has dramatically slid to being probabily the worst ISP in terms of reliability, customer services and speed. You will regularly wait 35-50 minuets to talk to a customer service representative. your internet will frequently cut out when dtreaming a film on bbc , netflix etc, you will become incredibly fustrated at the very limited way you can communicate with teh company (only telephone which, asIve said, is usually around the 40 minute plus wait or through chat. No email, no call back, no other way to communicate with this company.
Avoid at all costs unless you wish to put yourself through an incredibily painful experience on a continous basis.
Reviewer
giuliana
Location
London
Date
22/03/2017
Comments:
Absolutely terrible. Slow connection, technical support is very poor, you wait AGES to get through and they charge £30 disconnection fee!
Stay well clear. Could not wait to get rid of them.
Reviewer
SL
Location
Central London
Date
21/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It's cheap for a reason; yes, the customer service is very nice but the actual service is truly dreadful and has been since I had it connected.
Reviewer
Marion arnott
Location
CRIEFF
Date
21/03/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Im a new plusnet customer and i cant thank them enough for their broadband service...for all the help they gave me..their customer service is second to none
Reviewer
Lynn Graham
Location
North Ayrshire
Date
19/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Great tech help. But once my contract was up the customer service and charges were terrible. Asked abut the massive hike in my charges, I was offered a £5 per month discount which was still £7 per month higher than EE, which I mentioned they told me to go with EE because that was the best I was going to get with them. So I hung up and went with EE.
Reviewer
Alison Johnston
Location
Huddersfield
Date
19/03/2017
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
So far.....
Issues with the switchover, so no broadband for nearly two weeks.
Long waits to speak to adviser on the phone.
Problems with the router, not very powerful (not as good as our old sky one) problems holding connection with our TVs and other devices
Intermittent signal, I'm writing this message today using 4g on my phone.....
You get what you pay for. We thought we'd save a few pennies making the switch, but it cost me a fortune in 4g data when the service was down and on wifi boosters.
Reviewer
Simon
Location
Surrey
Date
19/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I hold my hands up, I fell for the cheery radio ad, Helpy Helperson and all that.
What a mistake.
I SPECIFICALLY requested to have a new socket installed in the living room, instead of what is now the baby's room... as in get rid of the old cable on the outside of the house, the socket in the baby's room, and fit a new one on the outside of the house to a new socket in the living room.
"Yes, yes sir, that's fine, it's all included, how would you like to pay???..."
Fine, happy to pay.
Waited 3 weeks for Openreach to come and do the job.
They turn up - "Oh, no sir, thats not what I was told... I'm just here to replace the old socket. You better ring Plusnet to sort it out."
FFS.
Ring Plusnet.
"We'll have to re listen to the call sir, to see if you are telling the truth. My manager will do it first thing tomorrow and get back to you"
Six days pass and I've heard nothing.
I can't get through to them to sort it out unless I pay 13p a minute for 30 minutes. (This is where they really make their money, I think)
Absolute bunch of chimpanzee bandits.
So disappointed, wish I had read all these other reviews before signing up.
I HATE PLUSNET!!!!
Reviewer
Lloyd Foulds
Location
London
Date
18/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed up for an 18 month unlimited contract £27.98 per month inc line rental. Due to circumstances, I had to move out. Contract never used, but I paid all 18 months. Then tried to cancel. Got told I had to pay £30 cancellation! GREDDY, GREEDY, GREEDY. I am waiting now to go to court just to see what a Judge will say re unfair contract.
Reviewer
Samarraie
Location
Sm11ex
Date
17/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't trust those. When they selling u their package.they gone promised u excellent service once u sign the case contract they let u down... be careful don't trust them
Reviewer
Nasser
Location
London
Date
16/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
2GB 1000min unlimited text expired by 1 day only. I had phoned initially 3 days ago and was not informed the offer was about to expire. Had I have known would have purchased then. Got my PAC code only to be told I cant have this deal. Spoke to Sales Manager Kevin who was trying to resolve the issue by offering other packages which I had no interest and apologising for failure of staff not informing of deals expiry date, but did nothing whatsoever to honour the deal. I am now with ID Mobile because I was not going to give my money to Plusnet. ID mobile offer has less minutes but I did not care, Plusnet should have honoured that deal so now have lost my custom for good.
Reviewer
william
Location
stirling
Date
14/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WOW never had such a bad provider in my life. Cant even contact them because you have to wait well over an hour to speak to someone!!
Reviewer
Chris Harris
Location
Leicester
Date
14/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Call waiting times from 30-60'minutes even before getting to talk to anyone. They suggest emailing as it's easier, but then don't respond for days. They overcharged me and despite agreeing that I'm due a refund, I need to contact customer services, again, as they billing team can't refund or offset it.
Appalling service, avoid at all costs
Reviewer
SarahMarie8788
Location
Poole
Date
14/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst phone/ broadband provider out there. I can't even describe how stressful it is dealing with them - it took me 8 phone calls all over 60 minutes to try and sort out retaining my original number. They are useless, was advised different things depending on who picked up the phone, given wrong information meaning 6 weeks later I'm still trying to sort this issue out! It's always a 30 minute wait at least to get through to someone. Broadband is so slow. Stuck with them now for 18 months - please avoid them I hope my review can save someone else having to go through this pain
Reviewer
Nick
Location
Edinburgh
Date
14/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Genuinely awful. They kept on changing the dates for installation and it took over 7 weeks. it is slow, pricey and just terrible cutomer service.
Reviewer
Tony
Location
Stockport
Date
14/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
PLEASE AVOID THIS CO AT ALL COSTS. They are fraudulent in how they acquire customers, I was transferred to them from Sky using dubious sdales practice. Customer service non existent and broadband speed was less than 1 MBPS at times. I have no idea how they are still in business.
Reviewer
Mark
Location
Somerset
Date
13/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I beg anyone thinking of joining plusnet to AVOID. They are the most stressful thing I've had about buying a house. The internet is unrelayable. I'm my even getting 1mb of download. The multiple times I've tried to call them I'm waiting for a minimum or 25 mins. Max being 90 after they put me on hold for 40 mine. Their customer service is like nothing I have seen. I swear it's got to be one of the worst businesses in the country.
Their customer service is supposed to be award winning but I promise you all you will get is grief. Please avoid as I'm stuck with them and it really is streasful as even when you have a problem it will take average of 30 mins to get hold of someone during the working day
Reviewer
Mick
Location
Blackburn
Date
10/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Nearly three weeks without email after plusnet stopped the account for no reason. They can't get it working again. Customer service is non-existent. Will be leaving them as soon as possible.
Reviewer
Bets
Location
N.ireland
Date
09/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
STAY WELL CLEAR, absolutely terrible have had the broad band in for two years and we've had nothing but trouble. Rang up to pay my bill, sorted that out then this morning they turned my internet off because they accused me of not paying my bill. Which I proved I did. Then they went on to say they gave me the wrong bill and it was more than I paid. Told them I wasn't paying as it wasn't my fault if they had of told me the correct amount it would've been sorted out. And they still insisted on calling me a liar. Then they turned and said that it was a mistake on there part after being so rude to me they wouldn't turn my internet back on even tho it wasn't my fault. Tried to explain my daughter has exams and she needed the internet and he said that he didn't care. So I politely told them we're to go, and hung up the phone. Unfortunately my daughter will have to go somewhere else to revise to her exams, never will I be back this company they are an absolute joke.
Reviewer
kenny hannah
Location
Stranraer
Date
08/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst service i have ever had from any provider, had no broadband from December 20th 2016 to 25th January 2017, sent me a new router to try , never arrived ,contacted them again, eventually a router came , made no difference , second engineer came on 25 January and got it working, it is as slow as a week in prison, was promised i would be refunded the days i had no broadband , never got a penny back, avoid this company at all cost, they tell lies .
Reviewer
paul
Location
london
Date
08/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Everybody who care to know about this plusnet is the worst broadband company, i have used this mpany for years so i know what am talking about, their services are not good to compare with other service providers , dont be fooled like me , dont mind the advert any good good company dont need advert to sale.
Reviewer
m
Location
northants
Date
08/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
awful customer service, waiting times for phone calls over 30 mins, hidden charges, awful signal, poor coverage,
Reviewer
Jane
Location
East London
Date
08/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with plus net for years and until last year always found them excellent for my purpose.
Now it can take me nearly all day to log into my emails ...in fact the onky time I can half gurantee being able to open my email account is around three in the morning and not always then
On Tustpilot plus net barely get one star, I am just a little skeptical of some of the four and five star reviews here which help to keep plus net in the mid range.
I think a more accurate assessment of them would be achieved if the star rating was based on the last one or two years rather than the last eight which allows them to exist on a previous performance rather than the service you get today.
Reviewer
tenerifetaxi
Location
Swindon
Date
07/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Cant wait for my 1 year contract to end in June. Nothing but issues, which they try to pass back to me, and long waits on the phone to speak to customer services. Inclusive calls that aren't and continual drop out of internet service.
Reviewer
Lochside
Location
Arrochar
Date
07/03/2017
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst internet provider I have encountered. I have had no or limited Broadband for almost 2 months. Still it's not fixed. The same circle has to be gone round every time I hear from them. They blame BT . They don't take ownership of the problem. I'm sorry I ever got on the Yorkshire bandwagon. Incompetent is the only way to describe the service. I WOULD NOT RECOMMEND PLUSNET TO ANYONE.
Reviewer
Lochside
Location
Arrochar
Date
07/03/2017
Comments:
The worst internet provider I have encountered. I have had no or limited Broadband for almost 2 months. Still it's not fixed. The same circle has to be gone round every time I hear from them. They blame BT . They don't take ownership of the problem. I'm sorry I ever got on the Yorkshire bandwagon. Incompetent is the only way to describe the service. I WOULD NOT RECOMMEND PLUSNET TO ANYONE.
Reviewer
Duncan Clarke
Location
Tunbridge Wells
Date
05/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking. Started on a £6.99 a month package which has turned into £18.99 and my broadband speed is 3.9MB download speed and 0.33MB. It took me three days to upload a Youtube video!!! Rang customer services - 45 minute wait so tried an online chat. They 'made a change so turn your router off for four hours then back on and it'll be faster'. It was, for a day, now I'm back to square one.
Reviewer
sharmin
Location
London
Date
02/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have only been with Plusnet one week, i moved to them after being with sky 3yrs, i have happy with Sky, never had issues until the last years where i kept making payments which they didn't see and they would disable my account and tell me i didn't pay, after 6 months of arguing with sky, they finally found my money it was on another sky account. The said sorry and refunded me and offered me a great deal but by then i didnt want to know, i had enough and joined Plusnet. When i joined plus net i was very worried about the compnay as its small and i knew nothing about them, i already told them why i left sky and told them i dont care how much i pay i want good customer services. Two days ago my router came. i plugged it all in and broadband worked for a while, then asked me for user name and password, i was not sure what the username or password was, so i had no internet that night. Next day i called there customer service line and told them the issue and they could not help me as i did not past the security questions. the question they asked me what the first and last letters of my password? i do not know the password? no help, i called back today twice, fir the same reason, i am emotionally distressed they do not want to help me, i asked Jason from plusnet to give me complaint line, he said there isnt one? i called back it was Jason's friend, she already knew me, she said we can not help, i said i have paid and joined you last week and what can i do now just deal with the fact i have no internet, she hung up. these people didnt care for me or what i was saying. I WAS TELLING THEM I JOINED PLUS NET AND PAID BUT I HAVE NO INTERNET BECAUSE I HAVE NO USERNAME AND PASSWORD, I ASKED THEM TO SEND IT TO ME THEY CANT. WHAT IS THIS? I HAD ENOUGH, CAN SOMEONE JUST TELL ME A COMJPANY THAT HAS PEOPLE WHO CAN DO A JOB. NO JUST AT A CALL CENTER HAVING FUN GETTING BOUNCES ON THE CALLS THE MAKE. I just dont get how people stop caring, these people could see i was stressed and didnt know what to do. i have no councelled my direct debit and will keep looking. x
Reviewer
J. Ark
Location
London
Date
02/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since people realised by now how bad BT' customers service & Broadband are, BT reinvented itself as Plusnet, which is as bad.
The legal team is not able to show any existing clauses but will fight you on everything to scam you. In addition, when you choose to leave, Plusnet will not take your written notice into account but illegally charge you for an extra-month without any Services rendered. Plusnet will help themselves with your direct debit whilst providing the worst broadband and landline services for the duration of the contract. If you complain, Plusnet ask for additional money to fix any issues ( and not fix them in any case). Good luck!!
Reviewer
Jon B
Location
Crewe
Date
02/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The worst broadband provider that you can get!!!Void!!!
Reviewer
Mirce Science Limited
Location
Devon
Date
02/03/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
We were in the process of changing over to Plusnet unfortunately we had to cancel with Plusnet, they were most accommodating & helpful during the process. The cancellation being due to BT contract also no communication or help what so ever from BT.
Reviewer
Tom B
Location
Warringon
Date
02/03/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid joining this company from my experience. It takes at least 30 mins on each phone call to customer service.
The broadband order was 4 weeks delayed and I had no internet connection in the meanwhile. It was very stressful transaction!
Reviewer
christa
Location
leicester
Date
28/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
just waited over 1 hour for customer service,been with this company 3 years and its getting to expensive for what we are getting,which is bad speed and a lot of buffering and unable to communicate with server. We left talk talk for them,the same problems
but i must say that since i went fiber its certainly worse
My WiFi should be called where are you
i regret going with this company.
think before you sign up !!!!!!!
Reviewer
Claire
Location
Sheffield
Date
28/02/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've been with Plusnet for 15 months, I've had a couple of problems over that time but these have been dealt with quickly and the customer service and aftercare are exceptional. I've always found them friendly, Helpful and easy to talk to and I love the fact that it's a UK based company with a UK based call centre. I left talk talk, who are dire, and it's the best thing I did
Reviewer
Lilian
Location
Perth & Kinross
Date
28/02/2017
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
To deal with the call center was the worse experience I've had with any other call centers. Plusnet customer service is "ZERO" in capacity with dealing with customers and hopeless to give the right information. I was talking on the phone and the attendet put off the call while I was talking and never called me back after. I also use the chat but the lady who I was I though I was) chatting switched off the chat and suddenly all the text I wrote to her trying to explain the situation disappear. She could not wait until I finished to type the text. She asked me if I was still online. She expected I would answer her in the middle of my writing. Ridiculous!
Reviewer
Luke G
Location
Nottingham
Date
28/02/2017
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting. After asking to leave at the end of the 12 months they wanted £30 to cancel. Never heard of anything like it. They can't preach great customer service when they charge you to leave at the end of a contract. What a joke. Speed of broadband was also ridiculously slow. Stay away
Reviewer
christa
Location
Broughton Astley
Date
27/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
wifi is none existing,most sites keep on buffering
cant wait for end of contract Hurray
Even in I tunes BUFFERING
Reviewer
jane
Location
west scotland
Date
27/02/2017
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
We'll do you proud: not any more !
I've waited for over an hour today for an answer to my enquiry about the increase in my monthly bill.
telephone impossible; call waiting times in excess of 30 minutes.
Chat online: waited 50 minutes initially;lost the connection;tried again.
Eventually got through,then spent 35 minutes trying to understand the agent's answers.
The screen doesn't respond properly and it is all very frustrating.
No longer possible to raise a question,and no one answers the phone.
I've been a customer since 2007,and this is the worst I've known.
What is happening at Plusnet?
Why has the service deteriorated so much?
Reviewer
Stratovax
Location
Kent
Date
26/02/2017
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Broadband access generally OK.. IMAP service rubbish.. very slow with Outlook 2010.... server not responding etc..
Reviewer
D
Location
Birmingham
Date
26/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Do not chose this company. Worst company I have ever dealt with fullstop. worst provider and the worst thing is the customer service! When they actually answer, Horrendous! Rude, unhelpful, actually argumentative! Seriously!? Not getting the speeds im paying for took weeks of problems before actuslly started working. Payed to cancel even then arguing with me. Unbelievably terrible company utter garbage. Save yourselves time and trouble never give them your money. Customer service not worth 1 star
Reviewer
Neil
Location
Chesterfield
Date
25/02/2017
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very pleased with plusnet they are delivering the exact experience I had with Sky but are £10.00 per month cheaper. Only moan I have is the transition from Sky to Plusnet took 24 hours, so I was without an internet connection for longer than I wished. I found Plusnet customer services very helpful when I rang to complain and they kept me upto date with the progress of my order. I would recommend Plusnet on my personal experience of their service, however, I have one of those green BT boxes at the end of my road and have been told told this makes a difference to the download speed excetra.
Reviewer
A
Location
Manchester
Date
25/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful broadband speed, shocking reliability. Can go to nearly no connection at all for hours making it unusable. 1 star is not bad enough.
Reviewer
KC
Location
Aberdeen
Date
23/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had been with Plusnet for 17 long and expensive months and had just one month to go of an 18 month contract when I was moving house.
In that time the fibre broadband was the slowest wi-fi I have ever had, its like 90's dial up, had six routers and four engineer visits and the bills were in the region of £50 a month. The fibre struggled to cope with two laptops and a Now TV box. Felt like I was throwing my money down the drain.
When I was moving house I thought they'd let the one month early exit go but they didn't. I didn't receive a bill, call, email or a text for the outstanding balance so I couldn't pay a bill I didn't have or know how much it was for. Plusnet had immediately sold my final bill to a debt recovery agency who contacted me. Neither of us were pleased about it. I got the impression that Plusnet had done this to them before.
I phoned the ICO who said they were interested in my complaint but did nothing when I put it in writing and I thought they were just trying to justify their own existence and keep themselves busy.
It's unfathomable why Which? keep giving Plusnet awards for service, I don't believe a word Which? says now and wouldn't base a decision to buy anything in its word.
The friend who recommended Plusnet is still with them but will be leaving soon when his contract is up for renewal, he's not a fan of BT and didn't know it owned Plusnet.
I moved to TalkTalk almost a year ago without incident. I've got their cheapest free broadband and the bills (including anytime calls) is just £22 a month. Talk Talk have had some bad reviews but I haven't had a bit bother with them sO I'll be staying with them for the foreseeable.
I don't know how PlusNet is getting away with this. Dire products, dire service from a dire company. Potential customers should have a look at their Facebook page, that'll open your eyes and when you've read the comments you'll go elsewhere. Avoid this company at all costs. If PlusNet is the only telecom company in your area and you have no choice but to use them, move house.
Reviewer
Jake
Location
Andover
Date
23/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A company that prides themselves on customer service? What a joke - Just like the bloke I spoke to on the phone when I had a problem. Not sure how he still has the job or even obtained it in the first place. Sarcastic, unhelpful and rude. I wish them all the failure and bankruptcy for their sad, gimcky, fake 'proper northern' company.
Reviewer
Robin Sayer
Location
Swindon
Date
23/02/2017
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Like most ISPs once the service is up and running - you no longer need to deal with them. I had 3 BT engineers turn up to install the same circuit on different days, so that took some sorting out, and then I was getting disconnects several times a day. I made one call to Plusnet (on hold for a long time) but support was good once I was through. It didn't solve the problem, and the next support I did completely via the website. A BT engineer turned up, and found a kink in the line, replaced the wall socket and Plusnet sent a new router - and the line has been perfect ever since.
Reviewer
Richard
Location
Sussex
Date
22/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have a reasonable service on my FTP line at home but wanted to open a business account at a different location. Just spent 20 minutes waiting to speak with someone to no avail so I think I will look for another provider.
Reviewer
a etheridge
Location
isle of wight
Date
22/02/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
customer service very slow,usually on hold for over 20 minutes.e mail service is terrible,always going into a downloading loopfor each e mail for at least 5 minutes and then timing out.its a known problem by plusnet but as the email service is "free" havent done anything about it.will move back to bt when my current contract ends.must go now as ive got 3 hours spare and ive got 30 e mails to open.
Reviewer
susan
Location
durham
Date
20/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
BEWARE!!!!!! Utter rubbish. applied to have account transferred Over on JAN 17...took £31.99 OUT OF MY ACCOUNT ON FEB 2, and on Feb 20 still no connetion....said there was 2 lines into my home which was holding up the transfer .. (been here over 20 years and it`s the first i`ve heard of it)...ended up cancelling today....lets see how long it takes to get my £31.99 back.
Reviewer
Richard Mcleod
Location
Aberdeenshire
Date
17/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
In Dec 2016 I wanted to upgrade my home phone to Fiber. Fleur could not do this so I hunted round 7 possible suppliers- specifically asking for down load speeds min 13mb/s- with all inclusive anytime calls to Germany and Mobiles as well as usual the UK landlines/mobiles. Plus net quoted £25.49/month (rising to £35 after 12 months) I had to pay an up front £213 for a years line charge and set up fees. This worked out about £4/month less than the next best quote. Once connect up I was disappointed to find that the download speed never reached more than 6mb/s-
I was horrified when my first bill of £105 arrived in November . I immediately called up Plusnet assuming there was a mistake- It was all my fault they claimed - Anytime and Unlimited calls to mobiles and international destinations did not mean what one would reasonably expect. I mentioned that I was unable to read the 40 odd pages of Terms & conditions or pricing schedules whilst they were smoothly advancing the initial & binding 'contract' over the phone. Further they had cut off my phone line until I had paid the bill.
I was furious I had been duped but had no option but to pay up. I reiterated my initial request and was told it would be an extra £10/month for the suitable plan. Christmas came & went and the next bill was about £45 - not because they had changed the deal as I asked, but actually because the family was away in Germany. In January they again cut off my phone saying I owed them £118- by this time I was totally fed up with Plusnet and started looking for a better supplier. Vodafone offered me a far superior deal- but Plusnet said that there would be a £91 disconnection fee and they would not refund anything on my £118 years line charge - so I am still Stuck with Plusnet until I can find a cheaper way out.
General note: any company that uses the phrase 'ONLY' and £xx.99p in their advertising jargon are not likely doing anyone except themselves any favours.
And point 2 - do not get fobbed off without fully reading the small print- however long it takes
Reviewer
ruthie
Location
cheshire
Date
17/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This Company don't even deserve a one it should be minus 100 this is the worst broadband provider I have ever experienced reliability is absolute zero loses connection all the time throughout the day don't use them. Asked for a refund as they have not provided the service that they contracted to do but got told no but I am going to try again.
Reviewer
Luke
Location
Newhall
Date
16/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely abysmal. Download speed struggles to reach 2mb/s which if you have more than one device hooked up, you can barely do anything. It's just unbelievably slow, not to mention we were told we could get fibre optic, payed for it for a few months, then told we couldn't get it. You'd have to have something wrong with you to even consider this internet provider.
Reviewer
Chris Boys
Location
Whitstable
Date
16/02/2017
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
If I am sat in the same room as the router it is great, good speeds. If I leave the room it is any-ones guess if I will get on line but probably not and this is frustrating.
Reviewer
Alexandru
Location
London
Date
14/02/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Take my advice folks dot use this internet provider bad service,bad custumer service with unrealistic terms and condition.
My internet has been cut off(without my permission I'm with Sky) only to find out that plus net is my new provider this was possible by simply a person claiming that they live at my addres( easily could have been done by Plus net as a tactic to over take better providers).Contacting custumer service reveals shocking bad service,they can't do anything about they're mistake can't even call their clients in my case the stranger that registered at my addres but they have permission to take over the Internet line from different providers like virgin,and sky. Money making scheme on people's back.Waste of time...
Reviewer
Paul
Location
Birmingham
Date
13/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Don't touch this company. Rearranged my connection date with telling me. Only found out when they emailed the day before the date I had arranged. Spent over an hour on hold being passed from department to department in customer service. Staff rude and unhelpful have cancelled contact before they even have me as customer.
Reviewer
Tudor
Location
London
Date
10/02/2017
Comments:
50 minutes waiting on the phone for someone to pick up.
No customer service what so ever.
I have a screen shot of my phone. This is unacceptable.
Reviewer
E
Location
Essex
Date
10/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service. Unable to use the phone because of crackling noises. All they do is to try and rip me off for £65 they say they have checked the line and no faults exist.However I disconnected everything and plugged the phone into the back socket as requested, the crackling was still there. When I refuse to pay £65 they cancel the engineer. The noise has been on the line from day 1 and I am unable to use the phone. They charged me £89 for the connection if there is a fault between the pole and their socket it should have been fixed when the line was installed. Steer clear of Plus Net.
Reviewer
Monsieur Bobby
Location
Stirling
Date
10/02/2017
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointed as I was truly expecting better. When I was with Talktalk my broadband speed was 5.4 and now with PlusNet I seldom get 4.0. When I first signed up, my service was not provided. A call to customer services told me to dismantle my wall socket. Not what I would expect.
Reviewer
P Townsend
Location
Teesside
Date
10/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moved to PlusNet because they highlighted there excellent Customer Services record. I have not found this to be the case, indeed they are the worst company I've dealt with a hopeless customer service. If you have a problem they are hopeless and managers never get back to you. Decided to leave and double checked with them that there with no charges to do this. Arranged another supplier to take over line and broadband and told me there was £30 to pay! When I pointed out to the man in the call centre that I had relied on the information that there was nothing to pay - before going ahead to get a new provider - he pointed to the contract and was rude, continually interrupting me. What a total disgrace! If they had a reasonable standard of customer services they would have been able to keep customers like me - but on my experience they don't deserve to keep their customers.
Reviewer
Min
Location
London
Date
10/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ordered plusnet and go live for a month , suddenly no internet acces , called customer service,been told my account has been closed , because I haven't pay the bill, they said they send me email many times , but I haven't received any emails and calls from plusnet , now they try to charge me £122 pound for cancellation, this the way they cheating your money , becareful everyone , don't deal with them
Reviewer
M W Austin
Location
Berkshire
Date
09/02/2017
Ratings
Speed
2.00 stars
Reliability
3.00 stars
Comments:
The initial contract was acceptable despite the router being feeble. At the end of the first contract the fee was increased by 80% with no warning.
I left immediately
Reviewer
kelly duffy
Location
newcastle
Date
09/02/2017
Comments:
poor quality internet customer services just rip ya off hang up phone not resolve matter only intrested in money
Reviewer
Guildford Guy
Location
Guildford
Date
09/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really amateur product and service - constant outages and take no responsibility to fix - not suitable for running a business.
Reviewer
Peter richards
Location
Malpas
Date
08/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I first has plus net great ... now I have moved it has been disgusting ... the worse service I have ever had.. they have promised me time and time again they would get my Broad band up and running .. after several dates cancelled for no apparent reason I am 8 weeks into my new property and still no broadband .. it is costing me a fortune in dongle type broadband and I must have spent over 12 hours on the phone to them with nothing but empty excuses and false promises ... disgusting .. absolutely disgusting
Reviewer
Greg White
Location
Bristol
Date
08/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
To any potential Plusnet Customer's, if you plan on moving or selling your property anytime soon, please don't bother signing up. I've had the pleasure of paying £242 today for broadband services I can no longer use at a property I no longer own. For a company that claims to #lovesyouback, I do not think in this circumstance any love has been shown. According to the complaint handler Andrew, it's 'brilliant customer service' to charge you for a service you have no physical way of using at an address you no longer own. If you know you'll be moving anytime soon, don't go with these guys, their exit charges are extortionate.
Reviewer
No co
Location
St helens
Date
08/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ever since had internet never worked had 3 new routers done all changing Chanel stuff had engineer out still doesn't work so need rain engineer been waiting 6weeka because customer service threw the report out. Also I was told not to pay till it's fixed by manager at plus net said he made a note but still there sending me letters emails so I rang up and paid then the want more with late fees so I said manager told me not pay wasn't having any of it so paid 2 days later get more demand for payment and I've got 7days to pay or they'll charge me £170 for cancellation fee rang up paid £40 my bill bare in mind is £19 a month still keep getting letters saying you owe this much ring them up every Friday when this rain engineer is supposed to be coming out keep saying sorry you'll have to wait plus every time you ring your on hold for at least 30mins before you talk to someone worst customer service and internet ever experienced all times I've not paid which I was told not to and them billing me is going against my credit absolutely ridiculous never ever go near plus net
Reviewer
Jean
Location
Wellingborough
Date
08/02/2017
Comments:
I had been with Plusnet for a number of years but decided to change to Now TV. The customer service regarding this changeover has been diabolical. I have just been rung by one of their customer service agents and after I complained about the length of time I had waited whilst trying to phone them I was told well you are leaving us now so you won't have to contact us again will you? Not impressed.
Reviewer
Michael Hahn
Location
BA12 6DG
Date
08/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Apart from courtesy if you can eventually contact them the service is appalling. Webmail has been completely dysfunctional for months and service terrible.
Clearly the BT influence is really coming home now.
Reviewer
Stephen Lynch
Location
Llangefni
Date
08/02/2017
Comments:
Do yourself a favour, don't touch this company with a barge pole. Customer service agents are all liars, took me over 8 weeks for them to sort my initial order out. Absolute garbage. Unfortunately they rely on bt, who are even worse. Go with Sky. Head and shoulders above these clowns
Reviewer
cm
Location
upholland
Date
08/02/2017
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
Customer service is very slow. Even when they answer, the go away for ages on every point. Always the same excuse but never rectified. BB speed isn't their fault as we're a bit off the beaten track. Probably the best of a bad bunch!
Reviewer
User
Location
Date
06/02/2017
Comments:
Poor customer service. It took me 60 minutes to get through to speak to a sales assistant. I tried to use the live chat facility but I was ranked 21st in the queue. I asked the call assistant why this always happens whatever the time of day I ring,his reply was to try another time!!!
I left a complaint but this has never been followed up
Reviewer
Stuart
Location
Northumberland
Date
04/02/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Terrible cutomer service, their guide states payment dates will be the same as date of activation. Now BT Plus Net has seen fit to move this date against my wishes. Contacted the wonderful love you back Plus Net and asked their cutomer service to move the payment. Told this is not possible (argument, Plus Net person moves date, Plus Net person moves it back)So advised I will take action to move my payment date away on the end of the contract. Loving you back Plus Net cutomer service persons response "Your choice". I will BT Plus Net (It's funny kind love you back)
Reviewer
Wm. Acland
Location
Taunton
Date
04/02/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
I have been with Plusnet from a few days after it was originally launched.
During that time I have had 3 problems, all of which required me to phone their (free) helpline. Each time I was put through to a very helpful person who talked me through the problem and the means of correcting it, on one occasion requiring me to operate my PC whilst he gave me instructions on what to do.
This took about 20 minutes and the problem was solved.
Last year my contract came up for renewal and when I phoned Plusnet to
arrange it, I was told by the plusnet employee that I could continue on my existing package and that, because they were offering new customers 3 months free I could have the same.
I shall be staying with Plusnet and look forward to many more years of satisfaction.
Reviewer
joanne parkin
Location
houghton
Date
03/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
today is my first day. sky switched off and no email from plusnet to say the new setup is ready. 40 mins on the phone going through all the stupid press 1 etc, to be cut off, on chat for 30 minutes to be shut out, tried again, 40 minutes of "you are next" then kicked off. first day? not at all impressed. load of rubbish service.
Reviewer
Susie
Location
Suffolk
Date
03/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had for 2 weeks is great when it works it just doesn't work most of the time yes it's cheaper but you get what you pay for I would stay away can't wait until my contact is up
Reviewer
D Emery
Location
London
Date
03/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I'm a long term customer of plusnet from before when BT took over. The service used to be great you could call up and get any issues sorted quickly. However now with BT at the helm the service has taken a nosedive. They wrote offering me a free speed upgrade (which they subsequently failed to deliver) but not until they had sent their engineer to my house and given ME a £65 bill. It often takes 15-20 mins+ to get through to them. Horrible customer service with huge cancellation fees if you want to leave. I will be moving the day my contract is up.
Reviewer
Peter Sellers
Location
LEEDS
Date
03/02/2017
Ratings
Satisfaction
3.00 stars
Comments:
Speed Ok Reliability Good but three price rises in 12 months will not offer the deals they offer to new customers do not like the fact line rental scam prices have risen from £10 to £18 in 8years taking public for mugs time it stopped have decided to leave sometime soon
Reviewer
sarah cooper
Location
dorset
Date
03/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ridiculous fault service. They don't give you an option to register fault online -but ask you to call. would do - oh no - I can't - the phone doesn't work
Reviewer
Cathy Ramsden
Location
Halifax
Date
02/02/2017
Comments:
The whole service is absolutely disgusting. You have changed our phone number after over 30 years and cannot get it back apparently although you have emailed us saying our normal number would be back to us. You have not rung us back when you said you would between 7 - 9 pm this evening 2nd February 2017 about getting our number back this has not happened. Internet now works but we will have to contact everyone we have had in our life with new phone number and we were promised a phone back which never happened. Absolutely miserable customer care Plusnet do not care about anybody we need compensation for this absolute unbelievable ridiculous outcome. You have admitted the mistake absolutely and we are left having to contact everyone we known for over 30 years. We need to know what you are going to do about this. We are wanting compensation for this you have made absolutely everything worse. Doctors, dentists, vets every single contact now needs changing. Chips in dogs and horses now need changing because the telephone number is wrong. All the tags on the dogs collars need replacing as the contacts are wrong. All the chips in horses and dogs and the freeze brands on horses need changing.
Our ratings for satisfaction in your company now are an absolute nil for telephone services although the internet connection now works.
You have slammed the phone down on me tonight after waiting over 45 minutes.
I am absolutely disgusted all this was caused by your company.
I would appreciate any feedback you can give our experience has been mind blowing horrendous.
Cathy and Russell Ramsden
Reviewer
David
Location
Hook
Date
02/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Just switched to Plusnet, broadband intermittent, not getting the speed I was getting with TalkTalk, tried calling support, still waiting for someone to answer the phone after 26 minutes on hold....what can I say this is not the service I was expecting...if you want to buy something from them they answer in seconds, now I need post sales support and they have my money its a 28 minute wait on the line. Asked whether I could cancel my contract and was told that the 14 day period had expired from my initial order...the fact that I hadn't received the product until a few days ago doesn't seem to count (will be checking this with my solicitor)
Reviewer
Wits end
Location
East London
Date
01/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed a new 2 year contract and since then speed and reliability have dropped. Maximum speed is less than 1Mb/s on a good day - if I can actually connect. Call every week or so and get the a different explanation every time. Having said I cannot connect at all I am asked to go to their website -oh that I could then I wouldn't be on the phone waiting to talk to someone for nearly an hour.
Customer service is a joke - they do not actually listen to what you have to say, ask you to play with connections and then tell you it your computer not them and you have to pay to have an engineer come out and check that you are really doing what they ask you to do!
I am sick to death of being patronized, told conflicting (?made up) information and not getting the service I am paying for.
I can't wait for my contract to end - am already searching for an alternate.
Reviewer
Cashback is a Myth!
Location
East Midlands
Date
01/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Signed up 3 months ago and have not yet received my cashback cheque - have chased on numerous occasions and have spent hours on hold only to be told that 'the cheque is on the way from the third party supplier' but it is yet to materialise! Therefore consider the fact that you may not receive your cashback when working out the annual cost. Broadband is generally reliable however has dropped out and I had to reconnect all of my devices which I have never had with any other provider. Suffice to say I will be changing providers at the end of my contract!
Reviewer
Dominika
Location
Salisbury
Date
01/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Very bad internet, took 4 months to resolve problem. I paid a year ahead and then I was offered very bad offer, charged extra money for 'service', when called enquiring to move house or cancelling service, I was charged extra £30 and non-refunded year worth payment.
Save your money and go to better broadband provider which will not take advantage of you.
Reviewer
marc
Location
rotherham
Date
01/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Moved house and had no internet for 5 Weeks, due "a problem with the service to the box outside" according to engineer who came. A month later receive a letter billing me £65 for a call out due to "user error", absolute lie, the router was set up correctly after numerous calls to PlusNet when they eventually answered after the standard 20-30 minute wait on hold. Was furious with the charge and after "investigation" was told the charge will stand, so asked to cancel my contract as I have not received the service I signed up for, was told ok it will be £428.43 to cancel due to contract, I told them I was cancelling direct debit as I can't afford that but do not want their shoddy service, was told ok it will be passed to a debt collection agency and will effect your credit negatively, I'm going to look into this further as I don't respond well to threats and do not like bullies. They are scum and totally unprofessional, the operator Mohamed Asif took great pleasure in listening to how I couldn't afford the unnecessary charge and also enjoyed shouting over me every single time I tried to speak. I will be doing my best to warn people about your pathetic company and your bullying ways, you disgust me.
Reviewer
DavidS
Location
Dorset
Date
01/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
As long as you stay a customer they deliver an acceptable service. The main downside is that it is hugely difficult to complain or leave their service. They refuse to answer emails, fail to do anything they agree over the phone and try to force you to use a very lengthy and convoluted internal process (all whilst charging fees). Best avoided.
Reviewer
gorgeous george
Location
Newton Aycliffe
Date
01/02/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
this company are as bad as the ad's they do, however, i have to say that the customer service people are very polite, but that is not what we pay for, it is the service of several components that is at fault, the price is not really important,i am a 70 year old pensioner, but i am not an idiot nor senile, since re-newing my contract the speed has gone (again) it is now down to 1.5 today i spoke to a nice lad who was trying to sort the problems out, but it was just the same stuff he was going over that i had done before to enhance the speed, it has not worked, so they are taking my money for (nowt), this has to be illegal, the service is not fit for purpose, and as such i want my money back, excluding the calls plan, if i were a business i would be in deep trouble, i have read some of these reviews with which worries me, in one of the reviews they have given someones id over without the other persons consent, that is a criminal offence and as such the person should contact the police, plus-net would not stand a chance in the courts, (I WOULD SUE)
Reviewer
RobertW
Location
Fife
Date
31/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I'm on FTTC and the service and speeds are much the same as any other provider using the same infrastructure. It's good, fast and reliable.
Where PlusNet fall down completely is on customer service. Average queuing times on the phone (luckily free) are around 45 minutes but a worse problem is that the customer service guys frequently can't answer any questions but just log your problem so things take forever to sort out with lots of 45 minutes hanging on the phone.
The email service has been a disaster for several months now with almost no service except in the wee small hours. Noone will say what the problem is or when if ever it will be fixed but if you depend on your email then PlusNet is NOT for you.
Reviewer
Con Nect
Location
Churnetside
Date
31/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Have been with Plusnet 7years. Pretty good till 12 months ago when I took a twelve month contract out, all downhill since then. A period of internet dropping off,bought a new router to no avail, then unable to log on to emails for days at a time, still an ongoing problem. All customer services could say was " what do you expect when we take a lot of new customers on".Will be changing supplier soon !
Reviewer
User for 18 months
Location
West Berkshire
Date
31/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Started off well but has deteriorated.
I was initially very pleased with the service. It started out well with download speeds of up to 9 Mbps (slightly over the promised 7-8 Mbps). This further improved to 16 Mbps when the local exchange was upgraded in early 2016. However since late November the best speed has been a consistent 5.5 Mbps.
Having had to wait 40 mins on the phone to report a line fault (a faulty connection on the overhead line rectified by openreach) I was not keen to repeat the experience to discuss the slow speed, so looked for an email address instead, only to discover there isn't one!
So their "award winning customer service" boast rings somewhat hollow with me.
To be fair I have had no problems with reliability (apart from during the line fault for which they can't be held responsible), so it's such a shame about the loss of speed and poor customer service.
Gigaclear have just brought fibre to the village, so when my line rental runs out in a few months I intend to give them a try unless the situatin improves.
Reviewer
Sarah
Location
Essex
Date
30/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Where do I begin?
Firstly, these rates are inaccurate. If I could rate them any lower then they would be.
Customer service is mediocre, they try to help but it is not anything spectacular.
Broadband speed. HA! what is that. To be able to get onto the internet all other devices must not be connected to it or no internet works. There is no reliability and we kept trying to get it fixed but was told that if it was not their equipment then we had to pay £65 for the engineer.
I will never be recommending their services, and feel we had no choice but to switch to another provider.
Reviewer
Rod
Location
London
Date
30/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I tried to sign up today for PlusNet. Their website is so slow it took an hour and a half to get to the payment page where the whole thing crashed. I then phoned customer service and spoke to a very rude call centre person. They really don't seem to care whether you buy their broadband or not. So my advice would be don't bother, if they are that uninterested in sign you up, I can't imagine how bad their customer service is once they have your money
Reviewer
MJ
Location
London
Date
30/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Poor quality router and unreliable speeds mean that in the evening its nearly impossible to stream iplayer or any other video. Phoned up and found staff rude -- when I tried to explain the problem perfectly politely they cut me off and told me I should "stop talking and listen". Perhaps they should listen to their own advice.
Reviewer
britishconsumer
Location
East Sussex
Date
29/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I have two properties, A and B. Property A is with Virgin and B is with Plusnet (PN) set up by my lodger few years ago, in this name. To ease accounting, I decided to change both properties over to Plusnet under my name to ease management and accounting. What a BIG mistake!
Property A
I was told I need to pay for an engineer to run a separate cable from the street box into a socket in my apartment. I agreed to that. An appointment was made for this engineer call, we arranged for someone to be that day. 24 hours prior, we receive a PN text, work can be done outside, engineer do not need to access apartment. Days before the changeover, we got PN text to say phone line active now, but when we test the old sockets (which we have three dotted round the apartment), none of them worked. I contacted PN technical support, who insisted their test shows the line works right to the socket. If engineer was called and the socket works, I will need to pay another fee.
My reasoning that my initial fee was already for a working cable to a working socket, fell on deaf ears as at first he insisted they did not promise that. I challenge him to listen to our initial telephone conversation, because I specifically stated as there are three sockets in the apartment, obviously I am not sure which is the "master" socket and I was assured the engineer will sort that out for me, implying he will be in my apartment. Yet, now, I am bombarded with technical garbage and confusing PN installation processes. When I persisted, I was advised to open up the socket, remove certain cables from certain connectors and connect certain cables from our phone to certain wires that's attached to certain connectors, to self check!
Obviously I was left in a dilemma as whether to take the risk of having an engineer call, and end up paying another fee, or hope that miraculously when the broadband comes on, it works!
As for property B, both my lodger and I contacted PN about changing the account name from my lodger over to me, we anticipated PN would need to speak to my lodger to obtain his permission for his account to be terminated. However PN sales officer was happy with me giving him my lodger's username and password to access and terminate his account without even asking to speak to my lodger. PN then took my details in order to set up my request to take over my lodger's account. At this point, as we have a unique landline number (stated in printed stationary and website etc) I categorically stated that we need to retain our original landline number. I was assured there is no problem.
I subsequently received a PN text to advise the telephone line, now under my name is due to become live, but it has a new number, not our original number. I immediately contacted PN, who now says they now need to speak to my lodger! Obviously this caused much inconvenience as I had to obtain my lodger to contact PN to give his permission.
NOTE: each phone call to PN takes approximately 22mins queue on average to answer, whereupon you are always passed from pillar to post, and each pillar and post will security check you again and again!
I was then assured a request will be set up for this to happen.
A few days later, another PN text advising our original number cannot be reinstated, blaming BT Open reach. I again had to call PN, spoke to a very unhelpful, rude, draconian lady until I finally got her to pass me onto someone more helpful.
The new officer immediately identified a work-around i.e. to issue a temporary number first then revert back to the original number.
Few days later, we got another PN text advising phone line working with another new number. As advised, we waited 24 hours for another text to advise the new number has now been changed over to original number. Waited 2 days, no such text.
Again contacted PN (note the queue wait again), now told, can only change over to original number AFTER the broadband has been set up!
Date given for broadband to come live is 24th midnight. We stayed up till then, unhooked the old router, set up the new router etc, finished the setup software etc and PN website says wait for 15 minutes as it configures. We waited 30 minutes, nothing, rebooted, re set up entire process, waited, still nothing. After 3 hours (around 3.45am by now), we gave up!
Next morning, called PN (queue again!), PN now blames "supplier" for delaying the supply of the telephone line, says may be asbestos! now it will be 28th.
Again on the 28th, we got a PN text phone line working, again we set up the new router, re set up software etc, yet still not working, however we could connect and watch utube clips but not connect to any websites! Strange? YES! that's what we thought also!
Again, called PN (yes, queue again) again, customer service tried to blame Openreach now stating "data freeze" issue! Asked to speak to senior officer, no one free, no one can help, if available, they will say the same thing etc etc etc
At that point, I have lost my patience, BUT calmly stated I wish to make a formal complaint and will be asking for compensation and how do I proceed with a complaint to a government watchdog on such issues.
Manager came on line immediately and I was finally passed onto the ONE AND ONLY most helpful officer in PN that is worth mentioning, CRAIG, who allowed me to vent my past three weeks dissatisfaction and negative remarks on PN. Craig calmly took me through the website, speaking layperson's surfing terms and at no point trying to bombast his own ego, like his previous peers by pretentiously using technical gobbly gook, and CRAIG found the problem was within the admin setup, fault of PN's software, not mine. Together, we changed a few inputs and the broadband works now. I thanked CRAIG wholeheartedly and was so overjoyed that I put the phone down before I had asked about the original number reinstatement.
So again, I had to call PN again, waited in queue again, and was told there is an issue with the reinstatement, again blaming their supplier, but will be done within next 4 days.
Above process (both properties) is a brief summary of many more telephone calls etc, in total, it took 23 days, 18 telephone calls, queue waits, fastest 18 minutes, longest 47 minutes, average 32 minutes.
In summary, prior to this incident, our PN fibre service in property B had been reliable and above average, but after this summary, we are rather worried about future service, now for both our properties.
Would we recommend PN? NO
Reviewer
Maisie
Location
Durham
Date
28/01/2017
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Well I must be one of the lucky ones.
Took the fibre only with PlusNet in November last year , and had no issues with it .
Connection has never dropped out , speeds I'm getting are what was promised.
The only downside is that the upload speed is capped by there parent company BT don't see why they should do this.
Hope I haven't jinxed my connestion now !!
Reviewer
wfcmoog
Location
Rickmansworth
Date
27/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly awful experience since moving over to Plusnet from Sky.
The initial switchover was delayed by 24 hours. Despite me contacting them to ask if it was being switched on, I was told 5 times that it had been done and all should now be OK, when each time, it had not, and the final step to switch across had not been actioned.
Firstly, surely this is a process that they must do all the time, so why did all the staff members to which I spoke seem completely oblivious to the steps of the process, to the point that they all gave me incorrect information?
Eventually, switchover happened, but the service of the line is intermittent. We live in an area with low speeds (up to 7mb) but at times, the connection will drop of altogether. Sometimes for 5 seconds, sometimes for 40 seconds, sometimes for half an hour.
One day in particular, the service was so patchy that it was only possible to load a web page around once every 5 minutes. Worse than the old AOL dial up days.
I have raised this with countless members of their support team, but all Plusnet members of staff are capable of doing is sending copy and pasted platitudes and hoping you will go away.
4 times people have promised to call me back at an appointed time to check up on an issue. 0 times have any of them actually followed up by delivering on their promise.
In short. nobody who works for Plusnet gives a stuff about a customer in my experience (and remember, I have now dealt with more than 10 different employees there, so not some random, one off bad apple) and the only aim of the customer service and support teams is to grind you down until you give in.
If you are thinking of changing to Plusnet, take my advice and DONOT. they are not capable of administering their business or caring for customers. They are a terrible company and the worst I have dealt with in all my years of customer call centres for insurance, telephone, finance etc.
Simply awful. The 1 star that the site allows me to give them is flattering.
Reviewer
Fenny bears
Location
So16 8eu
Date
27/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Upgraded to fibre broadband and is no different to what we had previously.
But paying extra each month. To access internet have to knock out wifi on phones at home......joke!
Given up trying to phone as you are waiting ridiculously long periods to get an answer from customer services.
Trying to find out how long we have on contract but to no avail cannot find out anything on our account.
Totally frustrating and waste of money
Reviewer
Debbie C
Location
Norwich
Date
24/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
We've been with Plusnet about a year as they were the cheapest fibre broadband provider in the area.
The problems were there in the beginning.
It took them over a month to set us up with them in the first place, throughout which we didn't have broadband or phone access, all this because they tried to keep our phone number from a previous provider even though we told them we don't use the phone and don't want to keep the number, they still delayed our transfer trying to keep it.
To be fair, once we were up and running we had no issue with the speed of the broadband and it never cut out.
The problems came again when we moved and tried to take the broadband with us.
To begin with they said we couldn't move our current contract, we would have to cancel it and start a new one, so we are now locked in again for 18 months.
The customer service rep then said it wouldn't take as long as it originally did - but we'll come back to that later.
So Plusnet booked in an engineers visit and said they didn't need access so we left it with them. Turns out the engineer did need access and then Plusnet tried to charge us £50 for a missed appointment.
We said no way, so they waived it and set up another appointment. This time they got someone out and we got him access, but he wasn't the right kind of engineer and had to leave, so still nothing!
A third appointment was set up with the right kind of engineer; I booked a day off to be there and hooray! He turned up. He was there for 5 hours with 2 other chaps before my phone line was done. I thought we were sorted and had internet - low and behold, we didn't.
I rang Plusnet and they told me “They could now place the Broadband order and it would take 5 working days to process”
...Place the Broadband order? What the hell did we do in the first place?! Why didn't you tell us there were this many hoops to jump through?
So now our broadband order has been placed, and that was the last we heard, no turn on dates, nothing!
So I called them asking what was going on? When would we have broadband? Turns out they had booked us a switch-on date for 3 weeks later! Whose smart idea was that? 4 weeks into the process they add another 3 weeks on to our wait time - all the while charging us our monthly price by the way!
So here we are, 5 WEEKS after our services were turned off at our old property with ANOTHER 2 WEEKS we have to wait until we have the services we are STILL paying for at our new one.
It is absolutely ridiculous.
The customer service is THE WORST I have ever experienced. No information is shared until you call; they blame everything on BT - their PARENT COMPANY, and offer no apologies, or compensation for their horrendous service.
Oh, and it turns out they CAN refund our broadband costs while we've been out of service, but the 2 months line rental that we've paid for but haven’t been able to use - they don't refund that as its a "separate service".
It is rubbish.
I cannot wait until the contract is over so we can leave.
Reviewer
ieva
Location
london
Date
24/01/2017
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The worst customer service ever, never able to call, at least 15 min wait, chat never available. Contract promised 25 gbp per month, but direct debit always was coming out around 32-35 GBP month, no clarification was given for increased price or why this is happening. Moving house and wanted to cancel contract, the guy which I finally reach out to, was so rude, couldnt provide any estimates and clearly explain the options, and in the end just hand up. Not even thinking now to move forward with this service.
Reviewer
Bernhard
Location
Weybridge
Date
23/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
really unreliable lately
Reviewer
Oscar
Location
London
Date
23/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company should be shut down. They are owned by BT and it seems that BT is using their old decrepit and unreliable fibre switches to service Plusnet customer.
I have had six OpenReach engineer visit in 7 weeks. And still get random service outages. It is normal for outages of service - EVERYDAY. There is no customer real service. Most of their call centre staffs are polite but absolutely useless. They just read the script and go thru the motions. They seem reluctant or not empowered to escalate issues higher up.
Reviewer
Fedup
Location
Kinoulton
Date
23/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Moved here over year ago specified 18 month contract turns out "I must have agreed 24 month as needed new line" which we didn't customer support couldn't care less. Very unhappy with customer care and poor performance for the high price , feel conned and overcharged don't use plusnet.
Reviewer
Bart
Location
Leeds
Date
23/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The slowest, most unreliable internet provided by company of third-world standards. BIG NO NO NO NO to plusnet.
Reviewer
margaret gudz
Location
northants
Date
20/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
waited 3 months to change to plusnet nothing but problems everyone tells you something different appologies galore but nothing gets sorted.told us we had to have a new phone no after 40 years one call after talking to open reach and the old no was back.they are hopeless
Reviewer
ray maxfield
Location
lancashire
Date
19/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was contacted first week in November 2016 to have my contract renewed by Chloe Humphries [marketing dept] she offered me a £50 cashback paid inside 60 days ,I wanted this in writing so this was sent dated 8 November, I took the offer, but to this day I am still waiting. I have spoken to them have e-mails back but no money. Do not trust them THEY LIE.
Reviewer
David
Location
Lincolnshire
Date
19/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Appalling customer service.
Signed up to Plusnet 12 days ago but cancelled a few hours later. I had paid for the line rental up front. Was told they wouldn't process the credit card payment or set up the direct debit due to short period of time between order and cancellation. They did both.
Have now spoken to customer services 4 times now each time waiting over quarter of an hour before a response and each time promised a refund. Nothing happens.
Even their web chat had failed yesterday.
Have now raised a formal complaint but surprise surprise, no response yet.
Reviewer
Peter Bull
Location
Ramsgate
Date
19/01/2017
Comments:
Dreadful service during the last 6 months. Service has been awful, A very long waiting time on the phone, and when after around an hour wait, on several occasions did
not receive the advice I needed.
This company used to be really good
but I have found that is not now the case.
Reviewer
Susan Bletcher
Location
Manchester
Date
17/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely diabolical. My signal strength is constantly up and down like a yo-yo. It once took me 4 days to speak to someone who was no help whatsoever. I was told by someone that if I paid extra and upgraded my router I would receive a better service. That is not the point. I am paying for a service which is totally unreliable. Be very aware.
Reviewer
graham ward
Location
staffs.
Date
17/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a customer 4.5 yrs. with no problem but now on encountering low broadband speed I have been consistently fobbed off by a less than helpful advisor who would not listen & seemed only content on selling a dearer package. He could not explain why my line speed dropped off significantly since last Nov. when I completely lost my connection. He threatened me with an engineer call out fee of £65 & said that I could not terminate my agreement. All together I am totally disillusioned with Plus Net & I am seeking an alternative.
Reviewer
ex Customer
Location
East Midlands
Date
17/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible Customer Service, through "LIVE CHAT". I approached with every intention of staying with the service. however, the outcome was I canceled all contracts with them. Was Rude and showed no customer respect. This particular Customer Agent introduced himself as "Dean" who clearly needs some customer etiquette training.
Reviewer
Sam Chernanko
Location
London
Date
17/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The internet for the most part was just OK. Never fast but usually just about good enough. I say this because semi-regularly it would cut out and streaming would often stutter for a couple of minutes.
The main reason I gave a 2 star rating was that they charged me £65 to cancel!!! This was not obvious when I signed up and negated the savings made when signing up for Plusnet broadband who are cheaper than most of the other competitors.
Reviewer
Chris Knipe
Location
Swansea
Date
16/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Set up was not as advertised, which was described as 'seamless' by a plusnet worker. Up to an hour on the phone for answers as to why. I regretted moving almost instantly. Recently been cut off for no reason, no internet for 10 days, asked me for £200 to cancel my contract and £65 charge if I was not in anytime between 8 and 1 when the engineer came, despite having to get kids to school. One or two helpful people but mostly rude, patronising and of no use whatsoever. Can't wait to leave.
Reviewer
john courtney
Location
gloucestershire
Date
12/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
customer service dept, never availible,webmail service, slow,slow, slow, advised via a site link,this would be sorted out soon!!!! 10weeks and counting,set up new package deal, 3 times over charged on one occasion had to pay upfront and then wait to be re-inbursted, complain to head office direct by post,get feeble response with no real answers, well what did i expect from a sister company of b.t. P.S. Complained to ofcom and they are just as bad, Useless!.
Reviewer
Kenworthy
Location
Preston
Date
12/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Day 2 after switching from BT with no internet. I work from home so this is disastrous. Have had to drive 200miles in to office. Have just had notification stating router sent out today and will be 3-5 days. I was told this would be seamless. Plus net have left me high and dry, but say they will refund my router carriage, big wow. If you don't care about possibly losing service for a week then this might be ok for you.
Reviewer
Richard Stone
Location
Oxfordshire
Date
11/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet is not fit for purpose. It works some of the time but not most of the time. It has not improved in 18 months. It is cheap but it is rubbish. I wish I had never bothered with it.
Reviewer
ryan burrows
Location
leeds
Date
11/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
was told that my turn on date was the 6th its now the 11th and still no internet rang up customer services afte waiting for 20 mins to be spoken to by a lady who clearly had a attitude problem that they never said the 6th (had this in a email infront of me) and the bt guy said theres a hazard so he couldn't carry out the work shocking service wouldn't recommend to anyone
Reviewer
Mark McCree
Location
Bucks
Date
10/01/2017
Ratings
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Customer service so poor that can't even give one star. Still on the phone now after 50 minutes. 25 minutes to answer phone, then told would immediately transfer to technical team to discuss appallingly slow broadband speed since transferred from BT (took my broadband out for a day), 24 minutes wait on transfer. Shockingly poor. Technical services then took ownership of the problem and have resolved it rapidly, so upped customer service to 1 star - provisioning error at BT corrected and speed now better.
Reviewer
Talha
Location
Surrey
Date
10/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
On joining Plusnet told me they will send me a £50 cashback cheque as advertised but it never happened. Customer services is poor. It takes long time to connect. There is no way one can send an email.
Reviewer
Kazzie
Location
Midlands
Date
10/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
This is the feedback I have just left on PlusNet's website:
There is no phone number available that is immediately obvious on the members page.
On your general website the live chat for broadband does not work or sends a message saying no one is available.
You give a 14 day cooling off period for a new contract HOWEVER I will not get the product to sample until 16 days after signing up.
You do not upgrade routers for customers that have been with you for over 5 years. My internet connection has been poor and got worse due to the area I live but also due to poor service.
I have recently looked into upgrading my product with you and it has knocked my existing connection off. I am extremely worried about the new upgrade and will start to look at other alternatives before the 14 day cooling off period. I will not even get to experience your fibre optic product because you have delayed delivering this until 16 days after agreeing to purchase it. Pretty shocking so far.
Reviewer
Tony P
Location
Harrogate
Date
09/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
No problem with joining and the speed of service. Sad that that is something that needs to be stated as it the product that they are selling. All goes down hill from there.
Sadly their customer service leaves everything to be desired.
I took on a years contract & paid upfront for line rental. No problems with that except that when I transferred to another provider at the end of the contract, Plusnet automatically put me on a rolling monthly contract that started AFTER the transfer date and despite them knowing full well that I was leaving them. Fortunately I had cancelled the direct debit once they'd collected the balance of call charges. I've been receiving threatening emails and texts ever since demanding money for a service I didn't request and has never been provided!
Trying to speak to a human being is nigh on impossible and when you do get through they put you hold for 8-10 minutes whilst allegedly checking records.
At the end of this they claim that I am at fault for not ringing them up to cancel a service I didn't order - go figure.
Eventually spoke with a human in mid-December who seemed to understand and committed to putting things right FROM THE ACTUAL TRANSFER DATE in NOVEMBER. No surprise that I'm still getting emails saying that my "request to cancel" will be done on 16th Jan!
These people are a complete joke.
Won't be joining Plusnet again. Ever.
Reviewer
Mohsin
Location
glasgow
Date
08/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I will defiantly advise to avoid plus net . their customer services are very bad. they charge you so much money if you move home which usually is free with many other internet providers. They will ask you start new contract with much higher rates. This is the worse provider I have ever. Avoid Avoid Avoid..
Reviewer
Kris
Location
Kilmarnock
Date
07/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Plusnet seem to think that simply by claiming they have excellent customer service, this means they do. It does not. It is nearly impossible to speak to someone on the phone and emails and letters take days if not weeks to be replied to. When you do get to speak to someone, they are so rude and determined to quote policy at you that they don't actually listen long enough to understand the problem.
Connection is highly unreliable and speeds vary hugely. Video streaming is a near impossibility.
Reviewer
C I
Location
Manchester
Date
05/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay clear !! Zero stars !! Non existent customer service (1 1/2 hour waiting time for your phone call to be answered, online chat crashing after queuing for 40 minutes, email answers taking days and returning ambiguous answers, company not interested in discussing the issue of no broadband for 3 weeks/ not even answering email questions regarding that matter), 40 gb speed even though the contract was signed for 50-70 and Plusnet not interested in sorting the problem out or lowering price per month due to much slower speed....Plusnet actually tried to charge extra fees repeatedly for various reasons.Very very poor service!...very poor...air of dishonesty all over!
Reviewer
Peter Clarke
Location
Market Harborough
Date
05/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This must be one of the worst providers going. They will do you proud taking your money but if you report anything more than the simplest of faults, they border on the incompetent. I have been waiting nine weeks for a fault to be remedied, but I am no nearer a resolution than the day I reported it. Keep well away from this bunch of amateurs!
Reviewer
Darren Garside
Location
Shropshire
Date
05/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
I have been completely conned into a 12 month contract for broadband by PlusNet. I specifically asked for confirmation in writing that once fibre was available in my area that I could upgrade to a fibre package without penalty. I received the confirmation so promptly signed up, my local council recently informed me that fibre is now live in my area, BT are offering it amongst others but PlusNet won't because it's the wrong type of fibre, FTTP instead of FTTC! I was not made aware of this potential issue and am now stuck in contract with them. They take an absolute age to answer the phone too. Steer clear they are not worth the hassle.
Reviewer
Jamie Skinner
Location
Great Yarmouth
Date
05/01/2017
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Not had any issues to be honest, I joined wen I purchased a house. They set up the broadband remotely ad within a week it was up and running. No issues with router or anything, bills always come out around the same time.
I contacted them once as connection kept dropping, they did a line test remotely and found no problem but it's been fine ever since anyway. Speed is decent and it's one of the cheaper broadband providers by far. You can't slate them too much for line problems. It's BT Openreach who own the network. And they are useless!
Reviewer
Safiya
Location
Bucks
Date
05/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
STAY CLEAR!! If there was a zero star I would award this company zero. We moved house in May 2015 and were told that everything should be up and running in 5- 10 working days. Within a week we told them that they had the wrong flat number and to Change it on their system. Although it was a house move we had to go for a different package which increased our monthly payments by £10 a month. My son was having exams so we agreed. Nearly two months later we didn't have broadband - kept ringing them and they just kept apologising. Got the broadband 6 weeks after we asked them to move it, tried to get out of the contract and they kept saying we would have to pay for the remaining 18months!!! Now 6 months later we have been disconnected again as they hadn't changed their system with our new address - even though their engineer came to our current address!! Rang them and again it will take 5 - 10 working days ....for what?!?! Just reconnect us! Lady on the phone was apologetic but no budging on when we will get reconnected- just the usual "we can't give you a date, you will be told in 5 - 10 working days' again tried to get out of the contract and being faced with having to pay over £140 to leave!!! NEVER AGAIN - Worst customer service, absolutely no attempt to resolve the situation - just constant apologies. Doesn't work when I rely on my broadband for work!!
Reviewer
Jim laing
Location
Dunoon
Date
05/01/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Generally I find overall Plusnet service to of a very good standard. Broadband has been very reliable over the months we have been with them and on the two occassions that we have required customer service then they have been very helpful. Extremely pleased withe overall service.
Reviewer
matt
Location
diss
Date
02/01/2017
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
avoid avoid avoid ,we have been with this company for over 3 years and the service just gets worse and worse .poor customer service at least 45 min to talk to anyone ,we thought we would try there new mobile network all i can say dont bother ,we were with virgin mobile before both on ee network but with plusnet hardly any service ,4g does not work 3g the same ,LEAVING asap ,
Reviewer
Marie Sophie Goodchild
Location
East Sussex
Date
02/01/2017
Ratings
Satisfaction
2.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
After many frustrating phone calls and a lack of communications in charges for engineers for faulty broadband and a rude lady in technical management I spoke to Robert Trueman who proved plusnet did have staff with excellent customer service skills. Thank you Robert for being able to help and clarify issues where other where rude.
Reviewer
Marcia Harcourt
Location
Hill Head
Date
30/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Warning Avoid this company if you are looking for a decent phone company as these are just hopeless as they can't give you a date for paying your bills they take it just when they feel like it and if the money is not there they just cut you straight if with no warning. As my dad has been left twice now with no phone thanks to plusnet as it bounced but both times it has been paid the day after and they still don't reconnect my dad who is 83 and has heart problems as now been left without any phone contact all over Christmas and its still ongoing as i can't get any response from customer services even though I've phoned all different times and been on hold for over an hour at a time. Totally disgusting and hopeless.
Reviewer
Bob
Location
UK
Date
29/12/2016
Comments:
Have not had internet for 6 months due to a fault with PlusNet and their inability to do anything about it. Finally spoke to someone last night who was completely unhelpful and rude. I was then cut off and ended up cancelling my contract at an additional cost! I would never ever recommend PlusNet.
Reviewer
Wakko101
Location
Northamptonshire
Date
28/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
While their service is as reliable as any other, the speed in my area is spotty. It is their customer service that is appalling. I called up about a problem with my bill, and the person I dealt with seemed unwilling or incapable of actually understanding my problem, most likely because he was more involved in what was on his computer screen than what I was saying. In the end, he informed me that nothing could be done about the issue and, when I said that I would take my business elsewhere, didn't have any interest in convincing me not to.
Reviewer
Bill Stevenson
Location
Leeds
Date
28/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I must be fair in that I have been with Plusnet telephone and broadband for years and never had any complaints - I suppose because nothing has ever gone wrong.
With that in mind I took advantage of their new mobile service - what an eye opener. The worst customer service I have ever come across. The only mature sensible person I have spoken to over the last few weeks confided that they had opened up the new facility in Liverpool and staffed it with clueless youngsters.
In the space of a few weeks, they sent me four SIMS instead of the two I ordered and then told me that as a gesture of goodwill, they would not charge me for the extra two... Well that's all right then. The four SIMS were all addressed differently with both first and last names spelled incorrectly and when I queried e-mails not arriving, they had written that address down wrongly as well.
I should have known better, but I decided to port my 20 year old cherished consecutive numbers from GiffGaff (who are fantastic). Mine came through all right but my wife's didn't. They blamed me! Two days later, resigned to the fact that her number was gone, I received a text from Plusnet to say they had found my wife's phone number and it would be reinstated immediately. This was done - the only thing was they put it onto MY phone, causing my number to disappear into the ether. Customer 'services' confirmed that I would never get my number back.
Did they at any time apologise for their incompetence? No. What they did offer was compensation of £7.50. Which I declined saying that the cost of new business cards alone would be far in excess of that. The reply immediately came back saying that I was not permitted to use Plusnet mobile for business (I dont) their service is for personal use only.
I have a problem - should I recommend Plusnet mobile to my friends?
Reviewer
Rmmackay
Location
West kilbride
Date
27/12/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Awful broadband connection which constantly drops. Customer service is an oxymoron. The introductory welcome begins with " R you aright, mate? " delivered in a low decibel monotone interspersed with long silences. I'll be switching at end of contract period. There is a real problem at the heart of this business.
Reviewer
Peter Clarke
Location
Market Harborough
Date
27/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Reported a fault of even slower than normal broadband eight weeks ago. Several visits from engineers claiming that they would rectify the fault, but nothing has changed. Plusnet just keep promising to do something soon but nothing changes. Absolute rubbish service. If you are looking for a good broadband provider, give this company a wide berth.
Reviewer
Lee
Location
Durham
Date
25/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would not recommend plusnet to my worst enemy... ordered fibre and received adsl at 3-4Mbps. Had to pay extra to upgrade... 5 weeks later I've sat in about 15 different queues and been told 3 5imes that my fibre order is complete.. only to find out it was actually never completed and that there is a mysterious 'delay' that absolutely no one at plusnet has any idea what it is. Still waiting for fibre.. will probably cancel though I've known anything like this in my life.. it's nearly 2017 for crying out loud... AVOID PLUSNET AT ALL COSTS! You get what you pay for at the end of the day and there's obviously a reason why plusnet are so cheap...
Reviewer
wells
Location
walton on naze essex
Date
23/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I decided to to a house move with plusnet wish i not done it as the speed was slow because at peak times they reduce speed did not have fibre moved but there was a delay on connection telephone kept getting different answer when finally get connected after few weeks speed is very slow as i am in rural area only getting between 4-8 mgb sometimes cannot use it telephoned offered me fibre but only with 24 month contract do not want to be with them read reports on here where other people taken fibre at extra cost and still getting only adsl speed which slow and being charged for fibre so when my contract ends in november next year will finish with them
Reviewer
Irene avery
Location
Suffolk
Date
23/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Took my money,and still no service,11 different story's from 11 different advisors who talk like you like your a piece of muck when you want answers,no service but that now want to charge me for leaving them even tho I hadn't been connected or any service from them,so my view on plus net is avoid them,thay are liers and theives
Reviewer
Khan
Location
WAKEFIELD
Date
23/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Comments:
I have 30 days rolling contract with Life Mobile( now Plusnet). I lost my mobile last Friday . I phoned them to block outgoing calls and send me a replacement SIM which I received 2 days ago and I rang Pulsenet to reactivate the SIM. It is third day and still the reactivation has not taken place. Yesterday morning when I rang about 9am, I was advised that it will at most take 2 hours. In late afternoon when I rang again for third time I was told my another adviser that she could not tell how long will it take- hours , days!! That is really very worrying and stressful. I am without a phone and can't receive any urgent important personal or business calls. If I knew then I would have ported the number to other providers. This is really very poor unacceptable service. Dr Khan Wakefield.
Reviewer
DR TRACY E HUMM
Location
LONDON
Date
22/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never had a problem with PN before but had to wait over half an hour on a mobile to get through and then told it would take from today 22.12.16 intil 28th December for my landline to be fixed!!!!! Plusnet are subsid of BT. Why so long? Person I spoke to talked over me continuously. No, not a priority customer but a week to get land line fixed is a joke. Why not tell me I will be reimbursed for line rental and inconvenience let alone an apology for the inconvenience? Sack the idiot that dealt with me. I DO pay his wages despite his denial and statement that he paid MINE as a doctor. I am fuming. We waited from around 21.30h until 22.00h to talk this arrogant and rude operator who is obviously untrained in customer service and immediately irritated and annoyed us. Neve never talk over your customer and DO NOT PUT the phone down. I demand an apology and some sort of recompence for this sort of service. OFCOM I wonder why they exist?
Dr Tracy Elizabeth Humm & S. W. Chilcott
Reviewer
Tony P
Location
Harrogate
Date
22/12/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
No problem with joining and the speed of service.
Sadly teh customer service leaves a lot to be desired. I took on a years contract & paid upfront for line rental. No problems with that except that when I tranferred to another provider at the end of the contract, Plusnet automatically put me on a rolling monthly contract that started AFTER the transfer date and despite them knowing full well that I was leaving them. Fortunately I had cancelled the direct debit once they'd collected the balance of call charges. I've been receiving threatening emails and texts ever since demanding money for a service I didn't request and has never been provided!
Trying to speak to a human being is nigh on impossible and when you do get through they put you hold for 8-10 minutes whilst allegedly checking records.
At the end of this they claim that I am at fault for not ringing them up to cancel a service I didn't order - go figure.
Won't be joining Plusnet again. Ever.
Reviewer
amazed at plusnet cowboy outfit
Location
lancs
Date
22/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Stay away they are totally inept and liars .If you have to phone just phone sales team who answer straight away unlike customerservices who don't answer at all .Have been given 8 different dates now to when broadband will be switched on and I have still none.You have been warned?
Reviewer
Salvatrice
Location
Bedford
Date
21/12/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Was connected on time for Christmas customer service updated me every step of the way so far so good.
Reviewer
Jordan
Location
London
Date
21/12/2016
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Plusnet offer good deals and I found their system worked best for our BT line situation at the time.
When we initially got set up there were problems with BT getting the line up and running as our property hadn't had a working line. It took about 3 months before it was finally up and running. I'm not sure how many of the no shows by BT, mistakes and missed callouts were Plusnet's fault.
Since installation, we've had little cause to call up. The service has been fast (80mbps), reliable and reaching all areas of our flat.
However, I've found the incredibly long call wait times to be pretty constant at 30 mins+. It used to be you could call up and speak to someone in the UK really quickly. Now you might as well not bother calling. They keep saying due to high demand just employ more call centre staff with the money they charge!!
Reviewer
Colin
Location
Edinburgh
Date
21/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
As a respected and major property business Director my credit score has always been excellent with no exceptions. I was invited to try the Experian Credit Report and was horrified to note my credit score was actually 'Very Poor' !! This was due a catastrophic error made by PLUSNET which states I owe £595.00 for some mystery plusnet mobile account.
I have NEVER had a plusnet account of any kind or had any contact with Plusnet however they appear to have randomly added something to their records which potentially could have a major impact on me and our business reputation.
Calling plusnet customer services was just a joy ! - 'Chloe' who eventually took my call and despite explaining the reason for my call asked for my ''account number/details' !! - explaining again I have NEVER had an account with plusnet therefore I have NO account details she abruptly advised she could no longer help as I had failed the security checks and hung up.
Clearly customer services isn't something plusnet have invested in which could explain why their adverts state they are the 'cheapest', it really all makes sense now !
I have gone back to Experian who will write to Plusnet but advise it could be at least 28 days before any response is received so in the interim it is unwise for me to apply for any kind of new credit facilities as these will be declined due to a 'very poor' credit score caused by plusnet's incompetence !!.
I have also written to plusnet and to the CEO Andy Baker however from reading other customer reviews it appears Mr Baker is also unconcerned with customer issues.
Reviewer
Sally Wainman
Location
Ipswich
Date
19/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The main problem is the abysmally slow webmail and the outdated restriction of 1G for your mailbox. If you start exceeding this then all your emails will be archived which means they empty your box completely.
Plusnet themselves recommend you use another provider for emails eg gmail or hotmail. Their servers are not coping with demand and I would never recommend them to someone else.
After contacting the Chief Executive I have had help from a dedicated team to reduce mailbox size and more time to archive; however the bottom line is that Plusnet are constantly advertising for new customers without being able to cope with existing ones.
Reviewer
Peter
Location
Axminster
Date
19/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Good as a new customer, but after that you really do get hit for all charges, I am paying double now than I did when I started, customer service is useless , I look forward to leaving when my contract is finished, I will not give them the satisfaction of leaving early, what they say on the TVs advert is a load of rubbish.
Reviewer
stephen matthews
Location
Date
18/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
customer service is poor
Reviewer
Jason
Location
Crawley
Date
18/12/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Sent me a home hub 5 type a which kept on dropping connection so changed this to a type b and everything has been ok.
Reviewer
Jake
Location
County durham
Date
17/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Won't let us out of our contract even though the service is terrible and I get lag every time I'm online. Avoid this provider
Reviewer
Simon Clay
Location
Cirencester
Date
17/12/2016
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've just gone on to a rolling contract with Plusnet because we have Gigaclear going live here in March2017 I currently get 0.3Mbs from plusnet and they have just increased my monthly payments from £23 to £40 per month for the pleasure. Gigaclear are providing 50Mbs for the same price. I have just spent over three hours both on the phone and on line chat and the result is always the same. They ask you to renew and then you'll get back to the contract price. One guy on line said that they would take a big hit if they gave me a discount for the next three months, I work out that would be c£60 , company goes to the wall,whole British economy collapses. I was with Madasafish for 13 years with brilliant service(They even answered the phone within seconds on Christmas day once)and then along came Plusnet. I just feel sorry for all their employees as the company are clearly losing customers left right and center and it's their jobs on the line.
Why the hell any modern ISP wants to tie in with BT is a real puzzle if they want to provide a good service but then, as has been stated elsewhere, it's a nice little earner charging people lots of dosh and giving them next to nothing in return. Boss walks away with bulging wallet, employees go back on the dole.
And yes, I am angry
Reviewer
Neil Howells
Location
Neath, South Wales
Date
17/12/2016
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Maximum available speed is 7.5-8mbps and I am getting 6.8 which is ok. Biggest problem is the abysmal email service which they cannot seem to get right so I am now using via Mozilla thunderbird which is great but why should I have to do this.
Reviewer
Louise
Location
Diss
Date
17/12/2016
Comments:
Been with plus net for just over 18 months and been a terrible experience right from the start, every day we have lost connection to the Internet and not just once but numerous times, constantly resetting hub box. And if we are lucky to get it working very slow. Customer service is very poor long waiting time to get through. I have spent the last 18 months reporting the issues never been sorted. Thank goodness my contacts now finished now swapping to some one else. I would avoid this company complete rip off.
Reviewer
Gareth
Location
Newcastle
Date
16/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am the mother of a final year uni student who unfortunately took out a contract with Plusnet.He has had to contact them repeatedly about Broadband cutting out and speed NEVER being what it is supposed to be.Since mid Oct,so 2 months.
A new router was sent and Broadband doesn't cut out now but speed no better.
So he has had to contact them again.They told him this was a new issue, when it is not a new issue and he had to start all over again.That they might send an engineer out up to 3 times and could charge £65 if no faults found.
They HAVE the broadband speed records so KNOW they have never been adequate.
Today he had the misfortune of talking to a rude aggressive man who wouodn't allow my son to explain why he was phoning.My son asked that he actually listen to him and the Plusnet CUSTOMER REPRESENTATIVE said NO,YOU LISTEN YO ME !
My son seems to be in an impossible situation.He has a major exam on Jan 3rd and is having to go to the library computers all the time instead of working at home.He doesn't have the time for this to drag on and on in his final year.
He has been hold he has to pay £135 to get out of the contract
I have listened in on some of these conversations and have never ,ever come across such a bad service.
Plusnet are a total disgrace.Dreadful Broadband and shocking customer service.DO NOT USE THIS COMPANY
Reviewer
mervyn shute
Location
truro
Date
16/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
PlusNet. you have got to be joking. this firm verges on the insane. it nearly takes you over the edge. 30 mins wait to get through to customer services for the last 3 years 2 years ago I went with orange, which is. o so much better. my ratings are really off the chart. Being simply zero on everything for PlusNet, and that is being too kind.. all I have now with Plusnet is the email facility. which I cannot wait to go with maybe .drop box.
Reviewer
Jonathan
Location
York
Date
16/12/2016
Comments:
I have just cancelled my broadband service with them after three generally poor years of dismal speed, drop outs etc. I am being charged £84 cancellation etc. fees. A ridiculously high amount. I wouldn't recommend them to anyone. Their customer service is abysmal - you have to wait up to half an hour to get through to anyone on the phone - I was told on the phone that my cancellation fees would not exceed £40 but I have now been told it is over double that. Don't bother with them.
Reviewer
Vic
Location
Essex
Date
16/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Only became a PlusNet customer over 3 years ago because they took over my previous provider. Contacting customer services (or non services) has always been the same, you wait ages to get through on the phone. They have been saying for years that they are recruiting more staff. The only reason I've stayed is because of the hassle of changing providers, new email address,setting up the router, etc. If only it was as easy as changing your mobile.I recently had to call there technical help line. Didn't twig at the time that, as it was an 0844 number, I'd get charged! They refused to refund £17.99 in phone charges when the problem was a faulty router. Couldn't possibly stay with them in the circumstances.
Reviewer
Richard
Location
Gloucestershire
Date
15/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish i had never moved to plus-net. The service is awful you wait on the phone for hours! I've had broadband (supposedly) for 2 days and have spent most of that on the phone to them. The now want to charge me for leaving them even though the provide a service that does not work. Avoid at all costs!
Reviewer
AM_NW2
Location
NW2 London
Date
15/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They might look like a good deal at first but they will slap you with a very cancellation fees if you leave before contract is due.
I migrated to BT after only 9 month and for the same price my upload speed went from 1MB to MB10.
Plusnet is a bad broadband service provider from Yorkshire. I would avoid at all cost!!!!!
Reviewer
Mark
Location
Preston
Date
15/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They are abysmal! We have been with Plusnet for over three years, a few months ago they called us from one of their call centres to sell us a better deal, which they said was only available whilst on the call. I really didn't appreciate this, but the deal was good and we stupidly signed up to them for three years. Now we have virtually no internet, a terrible service from them. Calls made to them leave you on the phone for up to an hour sometimes.
They refuse to be honest and say there are issues, they simply blame it on your end.
We know it is Plusnets service at fault, they are greedy, corrupt, dishonest, and a rip off!
I would urge everyone to please report them to Watchdog, it is the only way to make them accountable for how they are treating their customers.
Reviewer
Craig Taylor
Location
Cannock
Date
14/12/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Cracking service, had some teething faults but plusnet kept us well informed and sorted the problems asap.
Broadband speed is good, the main positive for us is reliability - it never drops out and never slows down
Reviewer
Ken Elks
Location
Canterbury
Date
14/12/2016
Comments:
I have been a customer for just a few weeks and chose PlusNet for its alleged good customer service and award. The reality set in almost immediately when fibre optic broadband was said to be 32Mbs plus turned out to be 10-11 Mbs and actually not much better in practice than my previous 1 Mbs service from EE. A great disappointment. Loses connection regularly, long delays accessing sites and often get errors messages saying site not available (etc). Took 3 minutes this morning just to go to Google. email service indifferent and difficult to access. All attempts to get in touch with PlusNet customer support fail to get a response in answer to my complaint and when I try to phone there is always a 30 minute delay (and when I once stayed on line gave up after an hour without a response). Too late now to cancel but I won't renew when the contract is up. PlusNet? MinusNet would be a better name
Reviewer
ELogan
Location
Somerset
Date
14/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a customer of plusnet for a while, in teh past month my broadband has been out twice for more than 2 days and I have now been without a pone for almost a week. I understand that things go wrong, but it is the following that makes plusnet stand out as a terrible supplier:
1. It is very difficult to get hold of their customer services people - waits of over 20 mintues are the usual and 45 mintues has been known
2. Their customer services say things that are plainly not true or undeliverable and then deny this fact despite hard evidence (transcripts of emails tec) to the contrary.
3. I have been without a phone line for almost a week and they keep telling me it wil be fixed by a deadline, which then passes and then they set another.
Unfortunately we are off grid so our choices are limited. But one thing is for sure PLusnet use customer service as a USP - well experience shows that it is not customer service at all.
I would avoid plusnet if I had the chance. I will be changing supplier when/if I can
Reviewer
Andrew
Location
London
Date
13/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Took advantage of a pensioner by overcharging for years. Then failed to honour the "upgrade" to his account after this was highlighted and continued to overcharge.
I only noticed again 6 months later that nothing had been changed as instructed. They said they "couldn't find" any records after telling me they would review the call, the recording of which then "went missing". For good measure they then just ignored all this and failed to get back in touch for a 3rd time.
If you're no prepared to monitor them all the time they will rip you off. if you're not tech savvy they will rip you off. Avoid.
Reviewer
Miranda
Location
London
Date
13/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Do not sign up with PlusNet - I went through an offer on Meerkat, which takes you through to the PlusNet site. I talked through what I wanted on a 'Live Chat' and asked numerous questions.
An email from PlusNet came through which told me I had signed up But it had the wrong deal!! I messaged the 'Live Chat' lady again and she said it was just a pre-prepared email error.
It was not!! I am not stuck with PlusNet having explained to them that this is not the deal I signed up for, they didn't care they basically called me a liar even though the deal I wanted was currently on their website. Additionally they told me everything would be sorted out to cancel my BT contract, 3 months on BT are still billing me!! They are the liars - not me!!
Reviewer
Mick
Location
Walton-on-Trent
Date
12/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
My estimated line speed is 54-71 Mbps i signed up for up to 38Mbps and plusnet sent me an email saying my actual linespeed is 21Mbps nearly half of their estimate when selling it to me - talk about fraud - Why oh Why did i sign up for 18 months? cant wait to go back to Sky they dont throttle you at peak times.
Reviewer
Steve
Location
Cinderford
Date
12/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Why does to take at least 30 minutes (if you are lucky) to get through to Customer Service to log a fault, yet Sales can answer in 3 seconds. I would not have moved to Plusnet if I had known what a terrible service they provide - considering their TV advertising - they have certainly not done me or any of their customers proud. If you read this - log it with BBC's Watchdog, its time they were bought to account
Reviewer
Abbie
Location
High Wycombe
Date
11/12/2016
Ratings
Speed
4.00 stars
Reliability
4.00 stars
Comments:
A sequence of mess ups and missed managerial reviews, resulted in 12 phone calls (typically over an hour long) and 4 months without internet. What did we get in compensation? £12 which didn't even cover the cost of calling
Reviewer
CaptainHam
Location
SW London
Date
09/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
3 weeks after switching to Plusnet and 1 Openreach engineer visit later, and I am STILL stuck with a fraction of the speeds I should be getting. The issue has repeatedly acknowledged, but the competence is resolving it appears to be totally absent.
My only hope now is that I can wriggle out of the contract as they seem wholly unable to come anywhere to the promised speeds.
The wait times of 45+ mins on the phone, or for Live Chat sometimes more than 90 mins (and never less than 30 mins) are a particular delight, I must say.
Staff at the other end are friendly enough, but that doesn't help me if the one tasked Plusnet with, they are unable to deliver on.
Reviewer
Angela
Location
Bristol
Date
09/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Plusnet for a year and a half, because a friend recommended them to me. I am now leaving them and I wish I had never connected my broadband with them.
The internet service they provided was extremely poor, but worse still, their customer service was appalling. Their chat service was not available and I had to wait for hours to speak to somebody on the phone, who eventually would not be able to solve the problems I had with the broadband service.
I was very disappointed with their handling of the whole affair.
Eventually, in desperation, I told them I was going to leave them unless the problems were sorted (it took months to get to this point), but they said they could not respond to customer threats of leaving, that if I wanted my problems sorted, I needed to sign up with them for another year! Bizarre.
Anyway, not with them any more, and I am extremely happy to have taken the decision. I would not recommend them to anybody!
Reviewer
Mark
Location
Worcestershire
Date
08/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Started off ok but got progressively slower 0.65mb down load.Did all the plug this here change that routine told they found a problem with the connection and had rectified it ye the jokes keep coming the latest is its slow because of the length of the line and I'm near the end so I have two options pay for 0.65mb or buy my way out of the contract for £120 steer clear or you will be the next victim to the sticky fingers lessnet crew.
Reviewer
Paul
Location
Bedford
Date
08/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
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.
Reviewer
asdfghj
Location
'Fibre Broadband' ... Plus net 'we'll do you proud'
Date
08/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Pamela
Location
Loughborough
Date
08/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
What on earth did this shower win an award for? Placed an order for fibre for a brand new house and was assured I could take my router with me. 2 weeks after moving in we got only ADSL because the sales person had mucked up the order. 2 weeks after that fibre was finally switched on. We found this out when we lost all connection because, guess what, we DID need a new router!
Reviewer
totally disappointed with plusnet cowboys
Location
lancs
Date
08/12/2016
Comments:
Don't sign with them they are cowboy operators an only after your money if you have to make complaints only do it through the sales line numbers they are the only ones that answer if you jam up there sales lines enough they may decide to deal with complaints differently
Reviewer
Andy
Location
Shropshire
Date
07/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I hadn't changed from BT. The Plusnet router just keeps dropping out and even when it does work it's incredibly slow. This didn't happen with BT. Getting in touch with Plusnet is not easy and when you do think you've resolved a problem it never actually is. Plusnet are absolute rubbish and I can't wait for my contract to finish so that I can get back to BT
Reviewer
totally disappointed with plusnet cowboys
Location
lancs
Date
07/12/2016
Comments:
Don't sign with them they are cowboy operators an only after your money if you have to make complaints only do it through the sales line numbers they are the only ones that answer if you jam up there sales lines enough they may decide to deal with complaints differently
Reviewer
Ladislav
Location
Kintbury
Date
07/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My internet connection has been very slow in past few months. It takes around 30 minutes(if I am lucky) to upload 6 pictures on gum tree. I am trying to call them with no answer at all. I spent 1 hour on line with no luck. Online support is just jocke ;PLUSNET - All agents are currently assisting others. Your place in the queue is 6. Thank you for your patience.. Newer more - Plusnet is as good as talk talk.
Reviewer
Neil B
Location
Reading
Date
06/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
When we check on speed check web sites, we get around 12Meg download, and 0.5Meg upload. This is fine for viewing Netflix, iplayer, skype etc.
However, when we try to upload data (eg Onedrive sync), download drops below 2Meg, and upload also drops - this makes it impossible to view streaming video of any kind while uploading data, and makes data upload incredibly slow - we now have to run uploads overnight.
Customer support are hopeless - when I reported this, giving full details of the issue, they checked my line, insisted I jump through the usual annoying hoops of connecting to the test port - completely ignoring the symptoms I described above.
I did some research online, and found I'm not the only one with this issue. It seems this may be caused by the poor quality router supplied by PlusNet. I'm looking into options to replace this - PlusNet are unable to provide any useful advice.
Reviewer
Dont need to know
Location
Kent
Date
06/12/2016
Comments:
Terrible customer service. Slow internet, when it works. When you complain i was told ''well go to another provider''
Reviewer
stephen
Location
Belfast
Date
05/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
4.00 stars
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.
Reviewer
Phil
Location
sussex
Date
05/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
changed from talk talk at the end of October, not a day without the internet dropping out. wait times for customer service very long. Advice from staff is poor and conflicting. Promises to make Open Reach appointments not kept, promises to call back not kept. Very sympathetic about poor service and length of time to solve problems but don't actually get it resolved. PlusNet say its Open Reach, Open Reach say it's PlusNet, I(the customer) am just the meat in the sandwich getting pushed back and forth, with not a sign of the problem being resolved. Basically they don't have a clue and seem to be clutching at straws, for a hi tech company they are short on answers and action. If I ran a company with these kind of service levels, |I'd go bust!
36 DAYS and counting
I'd like them to "do me proud" but think "I've just been done"!
Reviewer
ruth
Location
cheshire
Date
05/12/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
The Charges and different things you get told every time you have to call customer services don't ever match up. It takes on average 27mins to get through to anyone, Just to be told that there will be more charges. They all need some more training and the lies, it is not the law not to freeze an account it is just your policy. Don't say things that are not true. Would never recommend plus net to anyone EVER
Reviewer
Dave
Location
West Midlands
Date
04/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Really poor customer service. Long wait times every time you call. Signed up to 18 month contract and then 4 months in they increase the price. When I phoned to ask why they were billing me more I got told I'd been notified (which I hadn't) and that more than 30 days had passed since the alleged notification and therefore I am still tied in to the remainder of the contract. Won't use these cowboys again!
Reviewer
Jude Olds
Location
Alnwick
Date
02/12/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I've been with plusher since they started and I've never had anything but great support. Had a few issues which have been quickly and efficiently sorted out.
I genuinely don't understand the vast numbers of bad reviews here.
Reviewer
Nick
Location
Durham
Date
02/12/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Worst customer service ever encountered. 45 minutes to answer a call if you need to contact them. Absolutely awful! What makes it worse is their advert about how good the customer service is. Total rubbish.
Reviewer
J Fiddes
Location
North East
Date
02/12/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
This is not a broadband review as yet however was for mobile, good customer service and overall satisfaction is good. My current provider also got slated, BT gets slated everyone gets slated. If it was all perfect then we would not have these websites to complain
Reviewer
Jaydubbs
Location
Bristol
Date
02/12/2016
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Been with PlusNet and never had any real issues. Any probs had great service from them and were resolved quickly. Am using Windows 10 with unlimited fibre package and is fast and stable. However my main issue I have is using my Email through the Plusnet servier is painfully slow and unstable. Logging into their webmail server is lighting quick, but when trying to populate the in box often impossible with the inevitable `buffer face`, an often times out with `server error`. Have spoken to PlusNet recently on and off without a satisfactory answer. Help!
Reviewer
Cunningham
Location
dumfriesshire
Date
01/12/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
don't go near this Co Email lost service 6 weeks , don't use any service as only lie about service , need email for medical reasons but they would rather wait till I am no longer here than help
Reviewer
rikp
Location
gloucestershire
Date
01/12/2016
Comments:
Should be renamed to Minusnet; Nothing ever works- Webmail been down for a week now and still no end in site; Can't get through on telephone nor even webchat works- Stay well clear- Over-promises and totally under-delivers
Reviewer
Paul M
Location
London
Date
30/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely, the worse. Used for many years but broadband started to become very unreliable so switched to Virgin, which has been good so far. But have still kept email address and and £10 per month to do so. Not sure I have to, but there you are. Webmail is extremely slow and constantly drops. Using plusnet email through ios is better, but every so often whole inbox gets deleted then reloads. Customer service and technical support used to be open 24/7. During the day, you can hang on for hours to be served. But if you called late at night you could get through reasonably quickly. However, they have now closed that option.
Reviewer
John Irvine
Location
Edinburgh
Date
30/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have spent two days trying to access my email, but without success. I have complained online with no response. I have phone but got fed up waiting for a customer server.
Reviewer
G Smith
Location
Poole
Date
29/11/2016
Comments:
I have had a PlusNet email service for some years and - thankfully - also an account with Virginmedia (who are great). Plusnet is probably the WORST helpline/support I have ever encountered, and there have been a few awful ones .....Can never get thru on phone, online 'chat' doesn't work, they don't answer complaints and - on the few occasions I have ever got to speak to someone - they are pathetic, can't fix anything. What a waste of time,; AVOID PLUSNET LIKE THE PLAGUE !!!!
Reviewer
SallyPike
Location
Barnsley
Date
29/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
If it were possible to leave 'minus' stars, I would. I've had nothing but problems with PlusNet for weeks and weeks. As long as everything's running, they're ok, but if you have a problem their 'award-winning customer service' is nowhere to be found. They treat their customers abysmally, don't answer questions, and don't care about their customers once they're locked into a contract. The worst company I've ever had to deal with.
Reviewer
Murray Inglis
Location
Arundel
Date
29/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
We have two lines. Fibre optic was slower than steerage broadband. I have spent what amounts to a working day calling Plusnet in the past week. Always 30 minutes plus wait and they say they are correcting this but go back on this site and it has been the case since BT bought them. Incorrect advice, promised calls not honored but they are pleasant and apologetic. I pity them having to deal with an endless stream of angry customers.
Reviewer
malcolm parry
Location
Olerton
Date
29/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have contacted Plusnet three times regarding the following problems & I have been told to wait until sometime in December for them to sorted:
39 seconds to access my webmail
When I access it service not available appears.
When I finally get in to my mail it takes a further 40 seconds to load
When I click on an email received service error appears.
When I try to delete something it takes 37 seconds & service error appears again.
I have been with Plusnet over 5 years now but I have had enough because this is not the service I was promised when I renewed my contract.
I am told that they have set too many people on & this is what's causing the problems & the engineers will start deleting customer data from the ones that have left to solve the problem.
I have had this for a whole week & I am disgusted.
Reviewer
d
Location
battersea
Date
28/11/2016
Ratings
Satisfaction
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Unhappy Customer
Location
Norwich
Date
28/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Plusnet would be fine if only the email system they provide was accessible. There is a known fault which they say they are 'investigating'. It has been ongoing for weeks. I have been unable to access my emails this afternoon. As soon as I can copy some saved emails (assuming I can ever access them again) we shall be leaving plus net.
Reviewer
Annette Mingay
Location
south-west Scotland
Date
28/11/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have been with Plusnet since the spring of 2010, apart from once when they were down, therefore you can't check as you have no internet, I have never been disappointed. I have unlimited broadband only as yet, I don't have another package with them, but I can say I have had nothing to complain about and I'm happy with the speed and reliability, of course it can always be improved.
Reviewer
Mugpunter
Location
Norfolk
Date
27/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They summed it up themselves on my 47th complaint during my 2 year contract,
I said you must be the worst company out there the guy said NO WERE NOT B.T. ARE WORSE. Awful if it was free i would still run a mile.
Reviewer
Mark
Location
Haworth
Date
26/11/2016
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
With one exception I loved plusnet. It was very reliable and the customer service was excellent. The exception is why I'm leaving, I'm paying £28 a month but plusnet are offering the same deal for £18 a month. When I tried to get the deal plusnet told me it was for new customers only and the best I could have was £26 a month if I locked in to a 2 year contract.
Reviewer
Steven
Location
Durham
Date
26/11/2016
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
After reading the reviews , maybe my family are one off the lucky few. Only took broadband fibre with PlusNet .
Router arrived well in advance , service was switched over the day before.
Download speed is way faster than we had before , although I must say slightly disappointed with the upload speed of only up to 2 mb.
Connection is stable , maybe I have jinxed that now . Hoping we don't experience problems in the next few months after reading the reviews.
Reviewer
Lagerfrenzy
Location
Salop
Date
25/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
On the plus side, the are much better than Talk Talk, my service is poor, massive wait times to talk to anyone. If it was up to me, I would forget having the internet.
If you do get through, they are always good to talk to.
I will not sign up for another contract with them and if I have to would pay more for a better provider, maybe Zen?
Reviewer
Lagerfrenzy
Location
Salop
Date
25/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
On the plus side, the are much better than Talk Talk, my service is poor, massive wait times to talk to anyone. If it was up to me, I would forget having the internet.
If you do get through, they are always good to talk to.
I will not sign up for another contract with them and if I have to would pay more for a better provider, maybe Zen?
Reviewer
SHEENA
Location
BT6
Date
25/11/2016
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Comments:
Plusnet persuaded me to pay more for Fibre Broadband and it has made no difference to the line dropping on off all the time. It is nigh impossible to find someone to talk to and there is always the threat of charges if they are called out. They dont mind taking our money for a service they do not provide!
Reviewer
Chris
Location
Bedfordshire
Date
25/11/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
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).
Reviewer
Andrew Matthew
Location
Rochdale
Date
24/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Probably the worst provider of Internet ever, been with them for 4 years decided to go for fibre. Told change over August still waiting for connection in November, today got letter for £275.00 from debt management on behalf of plusnet. My advise DO NOT deal with them they are useless oh I am a pensioner WELL DONE Plusnet.
Reviewer
Sophie124
Location
Dorking
Date
24/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Customer service is terrible. I have waited on average a minimum of 30 minutes for my call to be answered. I spoke to Plusnet on Monday if this week and they said they would answer my query by 6pm they evening or the following day.
It's Thursday evening and guess what?! They still have not bothered to contact me. Customers service are a bunch of jokers.
Reviewer
Jim Devlin
Location
Hartlepool
Date
23/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
No email since Sunday. Tried phoning am and pm today with average waiting time 45 mins. Batterry went flat on housephone waiting. Logged onto the chat site at 20:39 tonight got to No 3 at 22:17 only to be told no agents available try again later. PlusNet are GARBAGE. Have cancelled my direct debit with immediate effect Maybe when the bastards dont get paid someone will wake up. Cant wait for my contract to be up. Will be away within megaseconds.
Reviewer
Martin
Location
Perthshire
Date
23/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We transferred from BT only to find that with the switchover coming on Monday the router had not even been sent out on the Saturday before. The operator PROMISED (a complete LIE) that the router would be despatched over the weekend. The router arrived a the day AFTER the switchover. Then the Internet did not work for another 24 hours. PlusNet in the guise of John Lewis made excuses that computer systems let them down, the advisor was mistaken (HE LIED) and they would offer only 83p (a days rental) as compensation. We rely on Broadband for work and for the children and this caused stress. John Lewis (PlusNet) did not care, do not care and have done nothing to resolve customer dissatisfaction, why are OFCOM not getting involved with so many complaints made?
Reviewer
Jim Devlin
Location
Hartlepool
Date
23/11/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Have had no email for 3 days. Cannot log on. Outgoing and in gone. Because of that the emails to get password back or whatever the problem not received. Phoning gives you a waiting time of 45 mins, this would infer to me that they have major problems. Already checking my contract duration but when it finished I'm definitely out of there. Customer service is crap.
Reviewer
Ken
Location
Surrey
Date
23/11/2016
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I've been with Plusnet for about 13 years now since we moved away from a street with cable (which I preferred).
I've had very few issues during that time. My one major complaint, and it has only started recently, is that the webmail seems to go down with some frequency. It is very annoying when you compose an email if you cannot send it. I don't really understand the prob. because when I use Outlook I hardly ever have a problem.
Reviewer
AndyA
Location
Scotland
Date
23/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Abysmal customer service! Rang to arrange house move prior to leaving the UK, and being out of phone contact. Initially told all was in order, then told I had to ring Plusnet for a set of Terms and Conditions to be read out to me over the phone! But I am at sea out of phone contact? Plusnet refused the offer to email me the T & C's, When I could eventually phone kept me on hold for 40 minutes! Cancelled service immediately. Then charged me £30 cessation fee! Cheaper and better alternatives available!!
Reviewer
Nickf
Location
Gloucestershire
Date
22/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It’s a shame I have to give a star.
On ‘fibre’ my download speed is 2.35 and upload 1.56. Substantially more rubbish than sky non fibre.
Obviously you can’t speak with anyone and they do not respond to emails. Utterly appalling company.
Trading standards here I come.
Reviewer
Eileen Deasley
Location
Angus, Scotland
Date
22/11/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
If there is anyone out there using windows 10 with an old 582n router experiencing intermittent problems accessing web sites, missing images from emails and unresponsive links, might I suggest you ask for a new router. Since upgrading to windows 10 about a year ago,I began to have problems which came to a head in July when I first contacted Plusnet's award winning customer services. I have since then phoned them 4 times(or should I say got through to them 4 times, I had to buy a plug-in phone as I ran out of charge before they answered )+used the online chat with the lovely Gemma who told me to buy a booster(which I did and it made no difference) or use an ethernet cable which wasn't physically possible being 2' long and the pc in the next room. This didn't phase Gemma however whom I had decided was her last day at work as she was less than helpful.I followed all the advice given by the techs ie. Manually change channels on my router all 13 of them, plug phone into test socket, change microfilter and DSL cable. I was told that an interference was found on my line which they amended and returned the SNR margin target to 9DB instead of 3DB. Oddly enough I was told this twice two weeks apart! On speaking to the last tech after he informed me "he wasn't so good with windows 10" I suggested a new router (or should I say begged as he wasn't keen) when he eventually gave in he told me it was more compatible with windows 10!!! Got router, plugged in, ALL FIXED! It only took 5 months.I wrote to complain as I couldn't bring myself to phone or chat again and I asked for a refund for my broadband and line rental as I only needed it for my broadband. Needless to say they have refused but as a goodwill gesture they would refund the postage they charged to send the router. Are they having a laugh? I will be taking it further with the CISAS. BE PREPARED TO BEG FOR A ROUTER!
Reviewer
kevin
Location
manchester
Date
22/11/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Like other reviews I have read after signing up with PlusNet I was given an appointment day and time for engineer to install equipment only to later learn that engineer did not have to attend,... am self employed so wasted a days work.
after 3 weeks lost internet service spent 2 hrs on hold for call centre to answer. could not get definitive date for service to be resumed was sent conflicting emails regarding status of repair and when asked if I could cancel my contract due to dissatisfaction was immediately told I would have to pay a cancellation fee of £270 with a threat that if not paid within two weeks the debt would be transferred to a debt collection agency. Virgin media is a far more professional, efficient, reliable and customer friendly company and I will be returning there once unchained from my contract with PlusNet!
Reviewer
Andreas
Location
London E2
Date
22/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Bad, interrupted wifi service, even though we recently moved to fibre optic. But the worst thing is the ABYSMAL customer service, for which you never wait for anything less than 30 minutes to be connected! Incredible in this day and age!
Reviewer
Sarah Rowbotham
Location
Hertfordshire
Date
22/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Woeful, keeps dropping connection, VERY slow. It is traffic based despite being sold that isn't. Costumer service took 45 mins to get through - then to be told I had to sign to another contract to get what was need to resolve just some of the issues. Then I Asked if they could send a new router - said no not worth thier while despite Me having been a consistent costumer and paying every month to which they said 'your custom is of no value to us' charming. AVOID!!!
Reviewer
John
Location
Bristol
Date
21/11/2016
Comments:
As most have already said here, bloody awful company.
While internet speed tests often return quite reasonable figures, the reality of my connection has been constant drop outs, slow browsing, failed webpage loads, failed steaming and constant packet loss.
Essentially the company, now owned by BT, is milking every last drop of its once good reputation.
Reviewer
Sid
Location
Cheshire
Date
21/11/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor Customer Service (CS). Was sent an e-mail saying that I had an 'appointment' for an engineer 'to visit my property'. Took the day off and waited. When no-show I called PlusNet and was cut off once and hung up on by 'new business' (who are helpful until they have their bonus..).
Anyway, apparently this e-mail was misleading and the engineer just has to visit the cabinet so I have wasted my last day off of the year. Let's hope the speed of the broadband is better than the CS. Very poor.....
Note that call waiting time was 15 mins (apparently, like everyone else, they are experiencing high call volumes (then GET SOME MORE STAFF,,, typical big Company in UK)
Reviewer
Phil
Location
Worcestershire
Date
20/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I transferred from BT last Tuesday. The phone line switched as scheduled but no internet. Plus net had not sent the router which I had paid postage for. After chasing it up, it arrived Friday. However, the line is still not broadband operative even though I was told by a customer service operator on Thursday that it would be working within 24 hours. They are incredibly bad with the call wait times. Today it is 30 mins and after filling in the chat info it just says that there are no operators available. When you do get through their operators are good and responsive but they are completely let down by the rest of the organisation. Very dissatisfied!
Reviewer
Parabaz
Location
Hadleigh
Date
20/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I recently switched to PlusNet, swayed by the price of the service. This was an error as PlusNet left me without a service due to ordering errors via their parent company, BT. This can, of course, happen but the attitude of the customer service people since has been appalling with poor attention to resolving the issues and an even poorer approach to maintaining contact with me. For example, it would seem that the firm are unable to call me to provide timely updates which is quite astounding given that they are a communications company! Frankly, I would give PlusNet a wide berth.....
Reviewer
Rachel
Location
Durham
Date
18/11/2016
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Not reading any of the reviews until now could have been a big mistake .
However just switched over to plunset after been given appalling service by talk talk as I was an old aol customer.
So far I cant find anything negative about the service ive been provided with. Fair enough you have a long wait to get through to them , but no more than other places and ive only ever used the free phone number to call so I'm not being charged.
Internet is stable connection is good does what I use it for.
Don't get the connection fee think that's a bit steep , but all the providers do it now.
Reviewer
E Herath
Location
London
Date
17/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Appalling customer service. They charge a further £30 to cancel the contract after paying for the contract in full. No consideration about the customer the staff are only there to take your money. Plusnet- get your staff to care more about customers.
Reviewer
Jaci
Location
Weston Super Mare
Date
17/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
gradually getting slower and slower, went off last night, submitted ticket, still no response,sat on phone for over an hour and still no answer so gave up for now, tied to this rubbish for another 8 months thanks to Curry's talking me into this change when I bought a fridge freezer....been with sky,talktalk and bt before, this is the worst, not worth the saving, can't even get on most webpages as it times out.
Reviewer
Melanie
Location
Lincoln
Date
17/11/2016
Comments:
An absolutely diabolical service. We gave notice of a house move on 2nd September after numerous mistakes and false promises the phone line was only activated 8th November and we're still waiting for broadband. Have spent hours and hours in queues and on calls Customer Services only to get passed from department to department. There is no accountability and no care in terms of service - would never ever recommend PlusNet (or any other division of the BT Group) to anyone
Reviewer
Hazel Snowden
Location
North Lincolnshire
Date
16/11/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have been a customer since 2009 and the quality of the broadband especially webmail has deteriorated. I have mostly encountered civil customer service after waiting ages for them to answer. Broadband drops out and have to reset my router. The email system regularly fails to load emails, and the server messages error. I often have to close system down and reload again. I note this has been happening for more than 6 months with little improvement. tis impossible to send more than one photo with a message. Overall a shamble! To add insult to injury they increased the charges a few months ago! I am looking for alternatives, and cannot wait to leave PlusNet.
Reviewer
P.James
Location
Manchester
Date
16/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer Service
Terible Broadband Speed and for some reason thye like to take more than one payment out of your account at a time.
Reviewer
steve
Location
lincolnshire
Date
16/11/2016
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I've been a customer and advocate of plus net for many many years and on the whole they were satisfactory during that time. The problems started when I needed to leave. There is absolutely no way to do this other than sitting in long call queues, when you will get randomly cut off after 25 minutes and so have to start the process again. Twitter, facebook, email, web chat and raising a ticket all resulted in no joy. Archaic in the age of the internet, even more so for an ISP. To add insult to injury they will only allow the main account person to do this. Good customer service my @£$%
Reviewer
Karen
Location
Glasgow
Date
15/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Terrible service and customer care.
Reviewer
Tammy Calvert
Location
Cumbria
Date
15/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet - Will do you proud! OR NOT!!! Do not go with this company they should not be allowed to sell broadband!!! I transferred from BT worst experience of my life. I have had no broadband since switching, they can't tell me what is wrong or when it will be fixed and it has been nearly a week! They switched my phone number after I specifically told them I wanted to keep my telephone number and you can't get to speak to someone without waiting and waiting and waiting. To top it off I commented on their Facebook page and they deleted my comments and reported me to Facebook for spamming! I want to cancel my contract but they say I can't - what a complete joke!
Reviewer
Paul Thackray
Location
Ringwood
Date
14/11/2016
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have been with them for 12 months and find them very good. The only issue I have is the long wait time to speak to customer service. When you do get through they are fine.
Reviewer
C Bennett
Location
Bath
Date
14/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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.
Reviewer
Michael Carter
Location
Southampton
Date
12/11/2016
Ratings
Customer Service
3.00 stars
Reliability
2.00 stars
Comments:
Just too slow and never managed to sort the problem out with PlusNet. Waiting for contract to end to switch. Don't go for long contracts
Reviewer
Carol
Location
Thatcham
Date
11/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
My problem with Plusnet is that they have been taken 2 amounts out of my account for over a year now since I changed to fibre optic they admit to this and say they will give me a refund but up to date this has not happened and they are still taking two amounts out of my account I have had numerous waits on phone line and promises but nothing happens and it is still getting taken from my account. I was originally a Vodafone customer and then they sold out to Plusnet originally customer service was good and for a 70 year old lady this was what I liked about them but since changing to fibre optic the whole thing has gone pear shaped. I cant wait until my contract is up to get out. Did I read that they charge you for this surely not. Is this legal to be taking money they are not entitled to from me.
Reviewer
Bren
Location
Essex
Date
11/11/2016
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have only been with Plusnet for a short while but, contrary to other users, I have been very impressed with their efficiency. The only reason I gave customer service 4 stars was because of the long wait to get through on the phone, but once I spoke to one of the team I found them to be very efficient and my problem was dealt with speedily.
Reviewer
Bill
Location
Bexhill on Sea
Date
10/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Server keeps crashing, very slow when usable but regularly times out due to extremely slow speed.
Reviewer
lynda
Location
derbyshire
Date
10/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very slow internet, customer service hopeless. Always wait 30-40 mins for someone to answer
Broadband keeps dropping out.
Reviewer
maris4650
Location
scotland
Date
09/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible terrible they have been a complete nightmare have to wait one plus hour to speak to customer service online I am 27 in queue - what??? they charge you for not supplying wi-fi and say it is your fault-please avoid they are a company in complete disarray and should be banned from supplying wi-fi
Reviewer
Paul
Location
Brighton
Date
09/11/2016
Ratings
Customer Service
2.00 stars
Comments:
The broadband is slow and keeps dropping out, not matter what Plusnet think. When phoning they will answer eventually and give some waffle but no answers.
They certainly prove that you get what you pay for, it was free for 12 months and almost worthless. Also shows you should not believe the adverts.
I was with Sky before, the same advertised speed and it was a lot better.
Lesson learnt, don't fall for the adverts and if it's free there is likely a reason.
Reviewer
Saaraunsh
Location
Isleworth
Date
09/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely third class and pathetic service!
I called the customer service and got my account created by wasting 50 minutes, and even got a message saying that the engineer will install the line on so and so date.
I called them the next day for the changing the installation date and they couldn't find me on the system. I wasted 2 hours and then came to know that my name was spelt incorrectly by the sales executive, in spite of spelling it out like a 100 times.
This is complete unprofessionalism. Then finally when I decided to cancel my account, I was transferred to a very rude operator who took my details to cancel my account.
Absolutely unprofessional and pathetic service.
Reviewer
Igor
Location
SE London
Date
09/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Comments:
Used Plusnet for few years before switching from them to Sky about a year ago as Sky offered a really attractive deal. Now that deal expired and I decided to move back to Plusnet. It was a mistake. The customer service there ceased to exist. The switchover did not happen as planned and I was left without Internet for 2 days. Calling the customer support number was a waste of time - tried it 3 times and all 3 times had to hang up, first after 30 minutes of waiting, 2nd - after 40 minutes and lastly, as I was really determined to get through, spent the whole hour listening to that stupid music of a call on hold. Online chats are not better either - 10-15 min of wait and not available after 6pm. They are really quick and efficient taking your money, but once it is in their pocket they do not want to hear from you.
Reviewer
Annoyedbusibesswoman
Location
uk
Date
08/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
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.
Reviewer
duncan
Location
RADSTOCK
Date
07/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
worst company ever!rude customer service. add unknown charges to bill. ask to spk to manager after 1hr wait on ph. ridiculous slow service.avoid like the plaque
Reviewer
Lee tait
Location
Bolton
Date
06/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Such a waste of time. Poor connection speed, very slow internet, poor customer service. I was on hold for an hour to be told it is what is and nothing they can do and if you leave you will owe us money. Stay clear we should have stayed with sky.
Reviewer
Jinja
Location
Sheffield
Date
05/11/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Been a customer for several years. Router stops working properly and they want £90 for a new one or a new contract signing. Website says router is "worth £40". I was told repeatedly to change router channels and re boot it, which I did but none of which ever worked. Today spent 20 minutes on the phone and still on hold without speaking to anyone. Started switch process today. Unfortunately from my experience, performance and customer service has become far removed from their claims in TV adverts.
Reviewer
Eddie Wheatley
Location
Dorset
Date
04/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband constantly drops.Customer service is no joke they actively take the mick on the phone and via email.One time five years ago they were good now its just like dealing with the good old 1970's BT only with a new name to hide behind.
Reviewer
Dianne
Location
Leeds
Date
03/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could put minus numbers I would. Fibre broadband connection speed less than 50% of advertised and download speed less than 2gbps.
Tried phoning them - 30 min wait time. Tried online chat - not available.
This is everytime I try to contact them, not just today. Worst company in the world!
Reviewer
Aaron Barr
Location
Kent
Date
03/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
TERRIBLE, DISGUSTING, POOR, AWFUL, OUTRAGEOUS these are the words that come to mind with plusnet. I left sky giving them 4-6 weeks notice and went with plusnet also giving them 4-6 weeks notice. Attracted by the promise of customer service And the cheapest rate. You pay for what you get, in this case you pay and get nothing. Sky informed us that plusnet had not contacted them so they put a hold on th line, this took 3 weeks to sort out so we were without a phone line, once th sky broadband elapsed we were without broadband and have been for over 2 weeks. The fibre is now ready and I am advised it will be another 8 days to activate. So to recap, to avoid being without service I gave plusnet plenty of notice yet it appears they have sat on their bums and not done anything which has resulted in me paying for more and more and more mobile calls and phone data. My advice don't go with plusnet or give them 6 months notice as it delay after delay after delay despite their promises
Reviewer
Marc
Location
Reading
Date
02/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SHOCKING!
First they tell they can get me 76mb broadband.
After 2 days they say there is an issue with my line but they dont' know what it is. For 3 WEEKS I chase them with no real update. Every time I try to speak to them I am on the phone for at least 45 minutes. I have since cancelled my account. I then called asking them to cancel my line sooner so i could move to another provider. they confirmed it would be done. I am currently on hold waiting to speak to them as it hasn't been done. The whole thing is a fiasco. By comparison I am waiting to be signed up with BT who on the 3 times I have called them they have answered within 5 minutes. Plusnet claim to have 'award winning' customer services!! AVOID!!
Reviewer
Corrina
Location
West sussex
Date
02/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Plusnet is talk talk in my eyes they tell you it's your router your microwave any thing they will tell you to make you stay with them but don't be fooled they are crap with unstable fibre connections prices are only just cheaper then BT but the standerds and much less then BT done make the mistake I did and go with them and the 14 day cool off is before the Internet even comes on don't risk it it's not worth it go to sky or BT but not plusnet
Reviewer
Coppsters
Location
Leeds
Date
01/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We were with Plusnet for three years with a decent service; however when we moved house they promised us the same service if we stayed with them. When we moved into our new property there was no broadband service of any kind so we were unable to use the smart TV, Wifi etc etc. It is almost impossible to contact Plusnet but after alot of patience and hefty mobile phone bills we contacted them saying we had no service; they put us through to 'technical support' who basically said 'tough' and hung up the phone. Since they we have had to go to an alternative provider; however Plusnet have hounded us daily with demands for money. We have sent them two letters by registered post at £6 each time, but they still insist we pay for a service which basically they cannot provide!! We have been on their 'on line chat' and been told different things each time and we will no longer speak to them after being 'hung up on'. They are a nightmare DO NOT GO ANYWHERE NEAR THEM!!!! BE WARNED!!!
Reviewer
Mike
Location
Harrogate
Date
01/11/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Its a mystery how plusnet have been rated as top in terms of customer service. How are they rated or do they make that bit up?
It took them 5 weeks from submittal of order to getting on-line, so in the meantime I was forced to use a 3G dongle which cost a small fortune. Utter rubbish, I would not wish plusnet on my worst enemy. If you're tempted to change, like I was, DON'T. The advertising of 'great customer service' is a huge mis-representation and for them to trade on 'good Yorkshire values' is offensive - PlusNet should be ashamed of themselves.
Reviewer
Richard Humble
Location
North Shields
Date
31/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company I have ever had the displeasure of dealing with.
I have found myself with no other option than to cancel my contract before it even began.
I signed up to a 12 month contract online and used the online chat feature of the Plusnet website to ascertain that I had no choice other than to pay an additional £50 for a BT engineer to connect my line.
That's the very same physical telephone line that is already connected to my home which in turn connects to the telephone socket already in my passageway.
It's there, as I explained to the online text bubble, but I'm told that I have no option other than to pay.
Counting down to line connection. Email from Plusnet, a "question" has been raised.
Later on same day I receive 2nd email "question" resolved. I telephoned Plusnet, no answer after 20 minutes on hold.
And, not to bore you here, but this went on and on. Nonsensical emails and my futile attempts to resolve the issues.
I'd receive emails saying that something was wrong, with numerical codes that could not be understood.
I'd phone numerous times and not get to speak to anyone.
20 minutes for a customer to wait on hold is simply inexcusable.
My bank account was debited by hundreds of pounds in advance payments, I'm still waiting for its return.
During my last phone call earlier today, and after initially speaking to an advisor for several minutes, I was once again put on hold. Then, abruptly and without any expectation, the line cleared... Another 37 minutes of my life wasted.
The date I'd selected for my £50 engineer visit came and went... No BT engineer turned up.
Plusnet set a date for the BT engineer to turn up, not a date that I'd been party to arranging, so another day off work was necessitated.
No BT engineer arrived!!!!
Absolutely furious now so I've cancelled my contract.
I'm still waiting on email confirmation of this.
I'm still waiting for my advance payments to be refunded.
Plusnet haven't provided me with anything at all, but they have got my money and wasted two days of my annual leave.
CAN YOU IMAGINE IF I'D BEEN SUPPLIED WITH BROADBAND FROM PLUSNET AND THEN HAD A PROBLEM ???
Reviewer
Robin
Location
Oxford
Date
31/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Shocking waiting times to speak to an advisor - it's not usual to wait an hour. In my experience, I suddenly experienced very slow broadband speeds. Plusnet had moved me onto a new network without informing me and consequently I couldn't use the internet. After two weeks this was finally rectified. Lots of wasted time waiting to speak to advisors. Poor service, unfulfilled promises. Lesson I learnt? You get what you pay for.
Reviewer
sued
Location
kent
Date
31/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Utter rubbish company!! Mess up an order to upgrade, then cut you off for nearly TWO WEEKS!!! Threaten you with charges if our fault. But don't help when it's theirs. Hours spent trying to talk to them. Nobody knows what they are doing. Total shambles. Do not go near them. Four engineers came, none knew what had happened before. Avoid at all costs!!!!
Reviewer
Sabrina
Location
Fareham
Date
31/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbishy moved house instead of moving existing plan had to extend contract and take a new plan at a ridiculous price simply because bought a house which is ridiculous other providers just transfers existing plan. Didn't feel values existing customers will not use again customer service "didn't do me proud" was extremely rude and unhelpful
Reviewer
Wenz
Location
Coventry
Date
31/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
over 2 hours wait on hold first phone call, then got through to billing team ( which is the only number they have ) verfiy everything, found my account , and got passed onto provisional team , almost another hour wait on hold ,which then had to verify everything again and they couldn't find my account..... then waited for them to update their system, then their system crashed and said would call me back but didn't. I had to call in again and do this all overall again, still on hold waiting to be patch through to provisional team now.....Useless....
Reviewer
Sargota
Location
Tring, HP23
Date
30/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is now imnpossible to access. Used to be good, but now compeltely useless and has been for months.
I have an open problem with Broadband speed which I simply can't communicate with them about as their chat service doesn't work, emails are blocked and phoning is impossible, with queues of over 45 mins - which realistically means never.
Used to be good, and if you are lucky enough to get to someone, they are polite and competent, but don't go near them until they fix their Customer Service.
Reviewer
Maria
Location
Maidenhead
Date
29/10/2016
Comments:
Two days after the due date for broadband and phone line connection, I have no phone line and no broadband at all because they failed to complete the process. It took me to call them and be on hold for 40 min to make them restart the process all over again (they haven't done it as soon as they discovered the failure). Result? Still no line and broadband after three days, process might be completed in seven days from now.
Reviewer
Vagarsh Azatyn
Location
Watford
Date
29/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service. Terrible connection. Terrible customer support. Unfortunately, I would encourage everyone not even think about getting Plusnet as an internet provider.
Moreover, I am happy that I got internet connection at all. It took three weeks, six (yes, six) hours of waiting on phone to get to customer service, in order to force Plusnet to provide me internet connection that I am paying for!
The bad review of Plusnet can take as long as the entire Lord of the Rings trilogy.
Don't get Plusnet - you have been warned.
Reviewer
Dyl.j
Location
London
Date
28/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Pretty dreadful customer service for a company that seems to pride itself in doing its customers "proud". Very long waits every time to contact them (45 mins - 1hr) and then pushy staff. Been with them 2 years and trying to move house but turns out is massively expensive unless we sign up for another 2 year contract (which we dont want) and if we leave they say it'll be 30 pounds to cancel our contract even though we've seen out our 12 month term. Broadband service was decent but not exactly blazing fast. If you want to be treated with any respect as a customer then go elsewhere.
Reviewer
Max
Location
Leamington Spa
Date
27/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet have become an appalling, unethical company. I have used them for 5 years now, so have fully experienced their decline.
Every phone call I have to make seems to be longer than the previous, yet the need to call them is more and more frequent, because they keep c*cking up.
Like so many modern 'service' providers; they make themselves difficult to contact, gaining extra income from those who give up, regarding incorrect billing or the wish to cancel their contract due to a crap service - they're con artists, essentially. The last call I made lasted 2 hours, most people don't have that kind of time to spare.
There are countless other negatives I could mention, the attitude of their staff, the hidden charges, the ever longer contracts.
The last router I ordered took 3 weeks to arrive, as they kept sending to my previous address, despite me repeatedly informing them of my new one (through four 1-2 hour phone calls). Since then internet speed has been very rarely anywhere near promised.
Obviously I won't renew with them, assuming the competitors are better - My hope is in vain, no doubt.
Reviewer
Ashley
Location
Nottingham
Date
26/10/2016
Comments:
Do not use plusnet as your service provider. The customer service is diabolical, the call waiting time is an absolute joke and the wireless internet connection is useless (even after an hour long conversation with a pathetic, uneducated technical support advisor). Further more from upgrading from broadband to fibre to increase your line speed is pointless. It's cost £248 to cancel my subscription. Don't make the same mistake I did.
Reviewer
Marcus Bolt
Location
East Dundry Bristol
Date
25/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
5.00 stars
Comments:
So expensive for such slow speeds (0.65MB max). Takes nearly an hour to contact customer service - always so busy.
Reviewer
Stephen
Location
Derry
Date
25/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Without doubt the most useless pack of imbeciles ever to grace the planet. so unhelpful. put my monthly price up without so much as a notification nor explanation as to why. i cant, for the life of me, fathom why theyd do this, certainly not due to improvements in the service. large company of scam artists. AVOID AVOID AVOID
Reviewer
mc
Location
hampshire
Date
25/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DONT DO IT. I have not even installed it and I am going to cancel. PlusNet adverts are a total lie. customer service is non-existent. the switch has been badly mishandled. they have also sent me an email saying McAfee antivirus is mandatory...which is a problem for most IT literate people.
Reviewer
Me
Location
Brigstock
Date
25/10/2016
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Last year we had no problem with speed but this year we can't even watch a YouTube video at night, it keeps buffering and slow to open emails. Between midnight and 1am worst speed. Cheap though. 3 users on during day is problematic. Rang them a few times but due to their policies they can't change the speed. Probably ok for the occasional user.
Reviewer
Chris
Location
Essex
Date
24/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Speed about 20 on average and we pay for fibre, so pretty poor.
Connection drops about 20 times a day.
SkyQ needs good wifi, so does working from home or ebaying. No good for us. Just cancelling.
Reviewer
Allan Ppae
Location
Chester
Date
23/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet have gone from good to very bad.
Most nights i am unable to connect due to
the very slow speed.
Trying to bid on ebay is now impossible.
NOT HAPPY !
Reviewer
graham
Location
Sheffield
Date
23/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When ringing customer service it take between 30 to 90 minutes for them to answer.It would be quicker to catch bus to town and see them personaly.
As for broadband speed very slow if it works at all.
We were with plusnet a few years ago and it was so different not a problem with anything.But now their customer service is terrible When I informed a tech guy that I was recording the call he got all shirty and said it was against the law unless he gave his permission.Then he said it was being recorded att his end anyway but I said "you didnt tell me and if its ok for you then its fine for me" He then refused to put me through to a manager saying that there wasnt any available. I pointed out to him how a call center worked HE DIDNT LIKE THAT!
I have found plusnet to be [1 word] CRAP. In all aspects of their customer service,customer care,and over all satisfation.
This company is the pits and as a sheffielder I am absolutely ashamed that this company has anything to do with Sheffield.
Please avoid like the plague.
Reviewer
Stephen
Location
Manchester
Date
23/10/2016
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Been with them over 18months and just renewed my contract for a further 18 which resulted in a £5 discount being applied.
They've also recently one through an infrastructure upgrade which has resulted in near doubling my internet speed so now I hover around 50-60mbps most days when the advertised speed was 38mbps. This is consistent in peak times as well.
Had a couple of issues which were resolved and compensated fairly when I raised them (refunded a months bill for example)
Overall great service and would (have already since they have an incentivised referral scheme) recommended to friends/family.
Reviewer
andy
Location
sheffield
Date
22/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband I have ever used. poor service, I pay for up to 16.5mbs, I get 2mbs, my upload speed is 0.20kbs and my ping is 199.4. it cuts in and out. it is really really slow. just loading google takes forever. I have talked to them on the phone and on live chat, and they say there is no problem. and that is the speed I pay for. but the thing is 3 weeks ago I was getting 16mb on this speed checker, so how can it drop so much, to the point you can not view youtube, check bank balances, and stuff like that. they have a moto, plusnet we do you proud, I have another one, plus net, we don't deliver. my mum has the same problem at her house, and she is 8 miles from me, and my dad who lives in Doncaster warned me before I even took the contract. and silly me went for the contract for the £50 cash back. I was better staying with fuel, who were always good to us. I think this is the worst internet service provider we have ever had and we have probably tried most of them.
Reviewer
Tracey
Location
rotherham
Date
22/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Plusnet over 2 years. I will not be re-newing Just lately broadband speed, getting hold of customers services is shocking. I was told that they had invested in customer services to bring down wait times, this is simply not correct. They don't respond to emails, call you back, investigate problems. I will also be going back to BT.
Reviewer
rachel purvis
Location
gateshead tyne and wear
Date
22/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet are the worst company ever. We told we have statement throu the door hasnt came
When we rang to get it in we make one off payment of £20 then it be £22 for 12 mobth but no they chargung us £33a month n that without any add ons.
We made a payment on the 13 oct now we got bill saying we need pay and even cut us off.
The conpany total piss take best company b eith is SKY
Reviewer
Jide Abisogun
Location
London
Date
22/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Cheap internet product, broadband service is very unreliable with intermittent internet connection. 45mins to an hour wait to speak to customer service.
Reviewer
Dave
Location
London
Date
21/10/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've been with PlusNet for 6.5 years with fibre for the last 6.0.
Always got top speed, 38mbs but 52 for the last few months. Customer service can be a bit slow but the online forum is monitored by CS staff who will pick up serious issues and go with them.
Reviewer
Kirill
Location
London
Date
21/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
1. Client support call can easily take an hour 'on hold' - of course, advisers are busy!
2. Connection quality during calls to support team is awful, so sometimes you don't understand what they're saying.
3. Support requests on website are ignored and redirected to phone calls (see above).
4. You are can be easily signed up to an unfavourable contract and your objections will be ignored (happened with me).
Reviewer
Sam
Location
Standish
Date
21/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tried to port from Sky to Plusnet. Don't bother. They cut my line off a week before the transfer and left me without telephone and broadband for 7 days. Plusnet claim to be organised, but couldn't organise a booze up in a brewery!
Reviewer
Loneswimmer
Location
UK
Date
21/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Firstly, to be fair, like most ISPs they rely on Openreach to actually fix the fault.
However, their customer service is DIRE. Call wait times usually 45+ minutes. I called the disconnections team whilst simultaneously on hold to support and they transferred my call to the same queue.
When I joined Plusnet four years ago, they were great, but things have seriously gone downhill.
Yesterday evening I heard a radio advertisement: a pastiche of Kipling's "If" opining on how great they are.
They aren't. They're crap. They have the cash to spend on radio advertising to suck in more customers when it should be spent on better support for their existing ones. This tells me they are more interested in revenue than customer service. Their senior management must be aware of this and I can only presume they are now an organisation who just don't care about decent service, just making as much money as possible.
I'm off to a boutique ISP who know the meaning of customer service.
Up yours "plus" net.
Reviewer
Simon Watts
Location
London
Date
21/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
There is only me, using one laptop, right next to the router. The speed drops way too often to the degree it becomes frustratingly painful. One can't play music, movies or even load pages. Why am I paying? Oh yes, because I'm legally obliged to. Yet I get a very dubious service in return. Sliding service should equate to sliding payment.
It's ridiculous. Yet another form of one way exploitation and false representations. This industry needs to be whipped into shape as does the letting agency industry which is permitted to exploit renters. Dear Government, please stop wasting time and resources on perception management and perceive this: do something useful. Thanks awfully.
Reviewer
Martin
Location
Leicester
Date
20/10/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have only been with plusnet two months and my broad band speed has gone from 6-7Mbts and reliable to 4.4Mbts and now drops out when watching even standard res video. I have also got a problem where when evrything else works I cannot receive incoming phone calls where callers get the message the number is not recognised but I can ring out and my number is visible correctly to the recipient. they seem unable to rectify this and want me to loose time of work when it is clearly a fault with the exchange. the staff I have dealt with appear to have no knowledge what they are talking about and they are very difficult to contact by phone and unhelpful online. Like many others I regret joining them.
Reviewer
Allison
Location
County Durham
Date
20/10/2016
Comments:
Rang plusnet (3rd try after waiting each time longer than 30mins) believing I had to renew or cancel my contract after 12 months (specifically made a note a year ago to contact them as on tight budget) to be told I had signed up for 24months and my payment was going up by approx £9 per month, absolutely no way I would have agreed to this. This is a complete con and although I can't afford to cancel I will cease to use them at first opportunity. Do not use plusnet but if you already have then check your length of contract.
Reviewer
Gordon
Location
Wirral
Date
20/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
We were advised by PlusNet that they were doing a "network transition" to a new network overnight Monday 18th/Tuesday 19th October. We should expect an overnight outage of up to 6 hours. Guess what? Tuesday morning - no broadband. Router sitting flashing to say it was trying to sync. Unplugged it, reset it. No joy. Still off yesterday tea time, so my wife called their support to be told it could be our end and before they would do anything, we needed to do several checks. They gave her loads of things to try, informing her that "if it was found to be our wiring, there would be a charge of £50".
Did all the checks asked for and left the router plugged into the test socket on the master socket as advised. By the time I ad done this, they'd packed up for the day, so left it overnight.
Called them at 8am this morning, to be told I was in a queue of 15 minutes. Got through to Rob eventually and explained the problem. He did some checks and rang me back to confirm that the problem was their end and was "most likely caused by their network transition". He then told me that to fix that kind of fault it would take them 72 hours! I was so gob smacked at this that I didn't challenge him before the call was ended, but wish I had.
What the heck? They want us to give them 72 hours to fix a fault that THEY caused???? Who the heck gave this shower an award for customer service? It is appalling!!!
Reviewer
Andrew Sangster
Location
Herts
Date
20/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Started off well, with OK speeds and responsive customer service. Now we have 2 months of very low and intermittent speeds. No doubt this is a local line issue for OpenReach to fix, but Plusnet customer service has hit rock bottom - no response to emails; online chat off line; 45 minute !! wait time on the phone off-peak, and currently waiting in a queue for 15 mins......BT Retail was more expensive but the customer service was actually better. So, definitely can't recommend Plusnet at the moment (Sept-Oct 2016).
Reviewer
allan
Location
barnsley
Date
19/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Been with Plusnet a while now everything pretty average,tried to contact them about moving home took 45 minutes to get through went through all the BS about free house move worth about £150 but price of package went up and told I had to sign up to new 2 year contract.
Poor show with customer services and they take advantage of your situation to extend the contract.
Reviewer
brian Hardy
Location
Chesterfield
Date
19/10/2016
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Acceptable broadband speed (about 8mbs) when I joined (May 2016) but now typical speed 1.7 mbs
Reviewer
Lauren
Location
London
Date
19/10/2016
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Rubbish customer service and experience. They claim to offer unlimited email but in reality it is 1GB limit. If you go over this they will take ALL your email and archive it meaning you can see nothing. You then have to wait through a painful chat queue to request it to be restored and then they take days to do it. There is no option to buy more space - none! Their email is archaic.
Reviewer
kate
Location
London
Date
18/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never join appalling service, dishonest advertising, understaffed, complacent and smug- plain lying to get people to join. Basically nothing works i would give negative ratings if i could. should be reported to OFCOM
Reviewer
Trevor Taylor
Location
Somerset
Date
18/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
My telephone line went live before the date it was supposed to, so I had a half day off when I did not need to. Still got charged £50 for an engineer to visit which did not happen.. Waiting time on the telephone for 'customer service' is ridiculous. Left Sky to join PlusNet, out of the frying pan into the fire. Have informed PlusNet of my complaint but still no reply. Only 11 months to go.
Reviewer
Bd
Location
Milton Keynes
Date
18/10/2016
Ratings
Satisfaction
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've had no technical problems with my fibre broadband but I've had loads of trouble with billing.
As has been said lots here, service is atrocious. Call wait times measured in hours, response to emails measured in days, thought that goes into the response, milliseconds.
Repeatedly have to explain the problem again and again even though it's all written for them to see. They always try to get out of their obligations by obfuscating so you'll give up. They are rude and ill informed.
If you sign up, be lucky because if you have any kind of problem, you'll regret choosing Plusnet.
Reviewer
grumpy old git
Location
great yarmouth
Date
18/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I also made the dreadful mistake of choosing PlusNet to supply us router and line was delivered and connected quick and on time been with plusnet for eight weeks now but the wifi keeps droping out that is when we can conect to the net we been complaining from week one as all the family were at my throat as no one could get any connection via Wi-Fi called the "no help or service line" who said it’s just setting up glitches the router is seteling on a stable chanel well it’s been 8 weeks of internet dropping off and disconnection about 5 calls to the "no help or service line" i have been shown how to reset the router switch channels split channels i have raised a complaint to "CISAS" the telecommunications watch dog and now PlusNet wants me to try a new router to see if that will help.
I have now been asking to cancel the contract but they say i will have to pay £250 to cover the cost of the next 18 months payments or they won’t let me leave
So in my opinion if you are looking to join PlusNet just STOP put the mouse down and back away from the keyboard quickly , even though there parent company is BT i had so much better connection and Wi-Fi and would go back to BT today if i could
Reviewer
Jacs
Location
Cheshire East
Date
18/10/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
10 out of 10 for their excellent customer service. On informing Plusnet of a recent house move we were told there would be a 2 to 3 week waiting time before they could connect the new address to a landline and broadband. A few days later I contacted them a second time and spoke to a lovely customer service lady (Rebecca) who was very helpful. I explained the importance of the landline connection regarding the customers needs. I was informed that she would seek further advice and call me back within 20 minutes. before too long I received the call where I was given an update. Within a couple of hours I received a further call informing me that my landline had been connected and the date for the broadband connection had been brought forward. The customer service assistant (Rebecca) offered excellent customer service, was polite, friendly and seemed to go out of her way to help.
Reviewer
Chris
Location
Sussex
Date
18/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Shocking experience with Plusnet. How on earth did they win any customer service awards? Long waiting times (up to 60 minutes quoted at the weekend) and countless pointless conversations with their unhelpful customer services teams over the phone and twitter. I'd love to leave them, but their cancellation charges are extortionate! I pernsonally find it offensive that they have the cheek to use the tag line "we'll do you proud". They've far from done that! Think twice before joining them, as I'd liken trying to resolve a simple issue to banging my head against a brick wall. I've wasted 4 or 5 hours now trying to resolve a simple issue that could have been resolved in 5 minutes on the first call. Reading through online reviews, it seems there is a pattern of terrible customer service. Shameful!
Reviewer
Pamela Newick
Location
Southsea
Date
18/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I have been trying for days to contact Plusnet customer services. There is always at least a half hour wait on the phone or I find I'm around 13th in a queue for live chat. They need to employ more staff. They have lost my custom as the experience has made me decide to change my provider.
Reviewer
Lorren
Location
London
Date
17/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am appalled by the service we have had from Plusnet since moving home. We have had everything installed for weeks now but still no internet. We have been told this is an issue with your suppliers and we keep being told it will be fixed by a certain date and we have now completely lost hope as every date comes and nothing has happened. The problem gets "escalated"
We have spent hours and hours on the customer service helpline. We have taken a day off work for initial setup for somoene who was meant to come and did not pitch. We have spent money paying our phone companies to refresh our data due to the lack of wifi at home. I have been extremely inconvenienced being a freelance graphic designer at home having to find somewhere new to work every day.
Plusnet is unreliable. I will never recommend this company and will be writing a formal complaint as i believe you have breeched the contract by not providing us with a service!
Reviewer
Ad Syd
Location
Isle of Dogs
Date
16/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Very slow Broadband.
Have spoke with customer services but they do not reply to emails and hard to connect with.
Will not use Plusnet again when contract finishes in few months.
Reviewer
Chris Carr
Location
Bromley
Date
16/10/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I've been a PlusNet customer for a few months. It's been fine - it's a cheap deal so I don't expect much. I'm getting ~7-8mbit consistently which is all I need. I'm a gamer, and latency is much more important to me than bandwidth. Last Sunday latency shot up from perfectly acceptable sub-100ms levels to near 2000ms, which is literally the difference between life and death in online gaming. I stopped playing and got on with my life, assuming it was a one-off (it was fine again on Monday).
Today, the following Sunday, exactly the same has happened - latency is up to 2000ms again and gaming is impossible. So I tried to make contact - the online chat is disabled, there's no email address anywhere on the website for tech support, and when I phone the recorded voice tells me that "due to high call volumes" (sure, Sunday afternoon is peak time) the wait is around 45 minutes.
I don't have 45 minutes spare to wait to speak to them. This is unacceptable. As is spiking latency to 2000ms every Sunday without explanation or apology. Sunday is a day of rest - and gaming. If this is planned maintenance (and Lord knows what else explains it), they should do it on a weekday when we non-business customers are all out at work.
And if the online chat facility isn't working, they should provide an email address so that customers don't have to leave their grievances on public websites.
Reviewer
Richard Old
Location
Worthing West Sussex
Date
14/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Wi-Fi constantly dropping out. Contacted customer services told 40 minutes wait for phone contact. Tried online chat. Was told if I signed up for new contract they would supply new router. Have an 18 month contract but their router is only guaranteed for 12 months. Told me I could get a new one for £100 (when you check their website they tell you their free router is worth £40 !! not happy BT tell me their router is Garanteed for life of contract. Guess where i'm going in January ??
Reviewer
Norman Doodson
Location
Surrey
Date
14/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband speed has got worse, and the time spent on the phone trying to get hold of Plusnet has got longer, today was one and a half hours.
Reviewer
Tim
Location
Bristol
Date
13/10/2016
Comments:
Rubbish fibre broadband and customer service just keeps fobbing you off
Reviewer
Mark
Location
Bath
Date
13/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Csawyer
Location
Oxford
Date
13/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
We are moving house and I contacted Plusnet to move our services only to be told it would cost £114 to move the broadband and phone! They would kindly waive this fee if we signed up to another 18 month contract at an increased price. We went with the cancellation fee instead as we got cash back with another provider which cancelled the fee out. The broadband service is shocking two of us cannot stream music together in the house. We had better service under talk talk and Plusnet were really not bothered that we wanted to leave and after waiting for 20 mins on hold it took 2 minutes for them to say ok then no problem you can leave us. Overall I would not recommend plus net at all.
Reviewer
Nicola Smith
Location
South Wales
Date
13/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
We decided to go with Plusnet 4 years ago when we moved in to a new house. Big regret. We were without phone and broadband for 2 months. Now we are trying to move the service to a new house. I've been on hold in excess of 25 minutes every single time I've had cause to call up to chase the move and provide updates. They say they'll updtae you within 48 hours by text and email and nothing happens. Then you end up back on hold forever trying to get yet another update. I can't wait until we can move to another supplier in February - one with better customer service. Many months ago you used to be able to get hold of them at customer service but the service gets worse as the time has gone on. Don't go with Plusnet - they're almost as bad as TalkTalk.
Reviewer
KAZ
Location
SOUTHLL
Date
12/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Zero star for speed, it takes minutes to load a page. Zero star broadband and will not touch it again.
Reviewer
Paul Allum
Location
East Kent
Date
12/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
customer service is now a joke, don't bother unless you've gpt a spare hour or 2 to waste hanging on the line for someone to answer. The old "raise a ticket" system was so much easier.
Reviewer
Krisbo
Location
York
Date
12/10/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Pretty crap, they take a while to install your service (like a month) and then a month later change their terms of service to make it more expensive to keep or cancel the service.
Really understaffed call centre so always takes ages to fix anything.
Broadband was very poor, I lived alone in a one bed flat, used my laptop next to the modem and it was still often quite slow.
Still better than Sky were though, they were tragic.
Reviewer
Susan
Location
Swanage
Date
11/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Plusnet were pretty good except if you have a problem they take between 15 to 35 minutes to answer a call..tell you its sirted abnd then you get emails and texts sayi ng you havent paid .. so another 40 mins holding and you say ill send an email..that way we all have records..simple.. except broadband supplier Plusnet dont accept incoming emails.. has to be done by post.. what an awful company to do business with
Reviewer
David
Location
Warrington
Date
11/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had nothing but reliability troubles for weeks. If you try to complain you are put on hold and then if you eventually get through they want to put you on to another department which again has a hold period. As someone said previously there is no minus category. Do not go with PlusNet, The word rubbish is too high a category for them. I am changing to another provider, even if the service is as bad it is only half the cost. Avoid PlusNet. I wonder if this can ever be sent????
Reviewer
David
Location
Warrington
Date
11/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had nothing but reliability troubles for weeks. If you try to complain you are put on hold and then if you eventually get through they want to put you on to another department which again has a hold period. As someone said previously there is no minus category. Do not go with PlusNet, The word rubbish is too high a category for them. I am changing to another provider, even if the service is as bad it is only half the cost. Avoid PlusNet.
Reviewer
Neil Cheney
Location
Date
11/10/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Hard to contact by any means other than phoning. The online chat never seems to be available and when contacting them by email all they send is an auto response saying that they don't respond t emails for various reasons. It's odd that email contact works very well in my experience with other online service providers. I contacted Plusnet on Twitter and was referred back to their support phone number. They must think that people have all day to spend chatting. Our broadband stopped working due to an outage and it seems incredible that they don't have any inbuilt redundancy systems to provide continuity of service. I'm fed up and am switching to Sky.
Reviewer
MH
Location
South Devon
Date
11/10/2016
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Joined Plusnet about 3 yrs ago when reviews were excellent however it has just gone from bad to worse. Very, very difficult to contact them often wait times exceed an hour - it really is a joke especially when you see how they market themselves with a caring attitude - they are having a laugh at our expence. Very difficult to get resolution for incorrect invoicing etc. Won't be staying after this contract ends as they certainly haven't done anything to remedy their pittiful service. DON'T USE THEM
Reviewer
Michael Turner
Location
London
Date
10/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Customer service is awful. It took 50 minutes to speak to someone when I wanted to cancel. They wanted me to pay a disconnection fee which they never mentioned when I signed up. Even the web chat is bad, taking up to 20 minutes for someone to answer, then if you don't respond within a few minutes they disconnect the chat - even though it took them longer to reply to your last message to them!!!
The broadband speeds were variable - I paid for the speed upgrade, but often things would grind to a halt, and it was obvious bits of their network couldn't handle the speeds fibre offered. When I signed up originally they were great, but over the past couple of years their performance has plummeted. Avoid them at all costs.
Reviewer
Ekaterina Millman
Location
Newport, South Wales
Date
10/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Shocking service. They don't do anything right. You can never get hold of them. Bad insulting customer service. Regretting signing up for them and can't see no end of the story. I am having troubles to get my money back and I am having troubles to cancel even though they are failing to meet terms of the contract. You can't email them, waiting time on the phone is min 40 min and than they will disconnect. They don't provide copy of on-line chats. Really really bad service. Stay away from them.
Reviewer
m hutchings
Location
bridgend
Date
09/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not sign up with them on any account, I haven,t been able to watch anything on BBC Iplayer for a month, I even bought a new set top box, endless hours waiting on the phone never less than 50 minutes wait time, and still got no where, Currys say its our internet that is the problem. But they say they are giving me a satisfactory, broadband speed, now I,m tied into an 18 month contract, go to Talk Talk, they answer the phone in 10 minutes.
Reviewer
Mark
Location
Barnsley
Date
09/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband supplier I have ever had the displeasure of using. It took over 2 months to install despite repeated promises it would be much sooner and the refund I got for this period was derisory. It takes over 30 mins for customer service/tech support to answer and one of the numbers supplied was a premium rate number, with no warning it was one, which cost me over £14 before I was cut off(online payment was also unavailable during this time). Payment is expected in the middle of the month and can't be changed despite repeated promises that they will be changing soon. I'm also only receiving 70% of the speed I'm paying for.
If this is how plusnet do you proud then they should be ashamed.
Reviewer
Annie
Location
South Norfolk
Date
08/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I had read these reviews before being duped in to signing an agreement with Plus Net. I have to ask where the hell is OFCOM allowing Plusnet to provide such shocking service? Where are our customer rights? If I stop paying my DD I'll be taken to court so what other options do I have?
From the day I signed my contract I have experienced nothing less then abysmal service for all aspects. The audacity of Plusnet to they'll only visit my house if I agree to pick up any costs should the fault not be their responsibility. As I pointed out to them I have moved to a brand new house, their engineer installed the line, they provided the router, they set everything up on a 'virgin' site.
I worked from home yesterday. The broadband was so slow I nearly missed deadlines and I now have to work on a Saturday to catch up. The router was restarted and my partner even logged off his laptop to see if the speed would improve - wishful thinking. As I was working I was listening to a documentary on iplayer. The one hour documentary took 5 HOURS to complete because of the buffering. It now Saturday morning and I thought I would watch The Last Leg on All 4 on my brand new TV. It's been on for 45mins and I'm not even through the introductions of the first part before break..and would be the point of complaining to Plusnet?
I truly haven't experienced such awful broadband (even PSTN was better). And one final point, my neighbours on the development don't experience the same problems with their service provider.
So, in a way I feel a little better to read that others have the same problem but angered even more that Plusnet continue to take our money, advertise as the best and take no responsibility for clearly thousands of unhappy customers. If they are not prepared to do anything we are all tied in as good, hard working consumers paying our bills with clearly much greater integrity than Plusnet which gets us no where.
If you read the reviews and still take an agreement with Plusnet document all your dates, calls and emails with them so you can keep track of the process and good luck.
Reviewer
Kay Majek
Location
Beckenham
Date
08/10/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
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!!!!!
Reviewer
Stan Snowdon
Location
MACCLESFIELD
Date
07/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Oh dear! I joined Plusnet few weeks ago. Did not realise they are owned by BT! I did not know about this forum until now. What a disaster. I spend more time waiting for Customer Service to aswer the phone than I do online. Current speed 0.38. What dreadful people. Do not touch.
Reviewer
Leona
Location
London
Date
06/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Told us to wait 15 days to connect phone line. But no internet on the live date. Tried to contact them , each time take 40-60 minutes, they said everything is fine from their side, but still no internet. Then received a message to say your broadband is ready to use on xxxxxxxxxx. This is not our number at all!! Calling them now , over 50 munites still no answers. Worst customer service , worse than old NTL. Please avoid this company.
Reviewer
Richard
Location
Norflok
Date
06/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible - took 2 months to connect and now a month later speed is beyond a joke. I have made them aware of the issues from the start and each time I am transferred to a different department then another department just to end up at the faults team. They 'do' some work on it/send an engineer out and it still isn't fixed. Then it's start the process over again. 3 times this has happened and I have had enough - rang them to tell them I want out and yet again it is referred to faults team as they need see if there is anything more they can do before they authorise the termination of the contract without charges.
Reviewer
Janet
Location
London
Date
06/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
06 October 2016 - Time: 09:52
Time on hold: currently 26 mins .... Will update when I submit again....
Brand new home, brand new lines, brand new equipment etc etc
What can I add to what has already been scribed below? Nothing really except for DO NOT TOUCH THIS COMPANY, please please please do not touch this company!
I would rather you have one less coffee a week, or one less treat so as to afford a better service else where!
It is true in the most famous of quotes.. 'You get what you pay for'.
Please please please do not sign with this company!
Time on hold.... Currently 32 mins and waiting .....currently using 4G to access the Internet!
Do Not sign a contract with these people!
Sadly there are no minus stars!
Reviewer
James Norris
Location
SE1
Date
05/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Vindictive customer service
Just the worst customer service I've ever experienced. These people will actually lie to try to get their way. You can tell they're bad because as soon as you get through their agents are already stressed and in battle mode.
Actually unbelievable.
Reviewer
Jam
Location
Norfolk UK
Date
05/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Beware the cost of £30 to stop your service if you change supplier even out of contract ... so the start up deal is good but a real sting in the tail when you decide they are so rubbish you want to leave them.
During my unfortunate spell as a customer they tried to cancel my line 5 or 6 times saying I had asked to move, even though I paid annually up front. totally rubbish experience - so bad that I have had to go back to BT direct for heaven's sake.. how desperate is that.
Reviewer
Angela
Location
Preston
Date
05/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer Service is appalling waited 30 mins every time you call to speak to someone about a Customer Service issue. When my BB deal ran ou the advisor I spoke to was so disinterested to keep me, when I spoke to a Team Manager and asked could I have BB for £2.50 per month he said this was for new customer's only and PlusNet were losing money on this deal so I could leave as I was out of contract "It's your prerogative to leave". When I asked for the complaint process I was advised to just write in. They do not accept emails for complaints and will only accept communication via letters!! APPALLING CUSTOMER SERVICE. THE WORST I HAVE EVER EXPERIENCED
Reviewer
Mark Weller
Location
Bath
Date
04/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not consider Plusnet. There recent network changes have been a disaster. There are thousands of disgruntled customers ( look at trust pilot 1/10, 1500 reviews!) . the speeds are slow, no chance of streaming TV and customer service diabolical... Look at the stats typically 100 mins to answer calls. A few years ago they were OK...no they are absolute rubbish. AVOID...you have been warned
Reviewer
Jules
Location
Heysham
Date
04/10/2016
Comments:
DO NOT SIGN UP WITH PLUSNET. Total mess up with trying to upgrade to fibre. Also every time you wish to speak with them or use their Webchat facility expect a wait of 45 mins to up to 1hr 10 minutes for one of the many calls I have had to make. Not sure how they have such good reviews previously :-(
Reviewer
ANDREW MOORE
Location
CLITHEROE
Date
04/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
never ever go with PLUSNET! We supposed to have fastest speed but having 70% less from promising, keeps crushing. Customer service waiting time 45 min. to speak.
Reviewer
Gugghi
Location
London
Date
03/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up to plusnet over 3 weeks ago. Engineer came and fitted landline last week.
Made one call as test and everything appeared fine. Three days later figured out no dial tone so no calls in or out, something had gone wrong since my test call. Pain checking different sockets with different phones to make sure problem is not on my end, but all clear problem is with Plusnet.
Two days now since I received text message from Plusnet saying my broadband was up and running but I cant get anything.
So after three weeks and a bit I still have no broadband and no phone and have no idea when I will. I wont even talk about their absolute useless costumer service, I have found it next to impossible to get in touch with anyone, and to make it worst I have to pay to ring them as my f**king phone don't work. The quicker I get away from these incompetent bloodsuckers the better for me.
Useless, avoid dealing with these idiots if at all possible.
Reviewer
MikeMunns
Location
Fareham
Date
03/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet took my order for fibre and couldn't deliver. They forgot to tell me this and yet still cancelled my line with my previous supplier. I only found out by waiting on the helpline for over an hour. I'm now without phone or broadband and live in an area with no mobile signal
Reviewer
Andrew
Location
Manchester
Date
02/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely awful, no internet for over a week now, still in contrac,t but as they are not fulfilling their part of the contract it is void and if they try to get a debt agency after you, just tell them its in dispute and they have to back off, do not pay for a service you are not getting. Begin a switch with another provider and as soon as it goes through, cancel direct debit. A class action is needed.
Reviewer
P MORRIS
Location
Wiltshire
Date
02/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
The tech is much the same as anyone's but the customer service is absolutely appalling. Call wait times of 45mins - 1hr are common, similarly I have experienced long queues using the chat feature e.g 15 - 40+ in queue with consequent long waits. I have also experienced the person on the end of the chat not being able to deal with my enquiry and suggesting that I join a fresh queue to be dealt with by another agent. I have repeatedly experienced these issues in separate contacts with plusnet separated by weeks and months and attempted at different times of the day. Their recorded messages always attribute such poor service to "exceptionally high call volumes" but they cannot be that exceptional if they need to refer to them so often. If they offer you a low price, there's a reason why they can do so: from my exprience, there are insufficient service resources. Avoid!
Reviewer
Gerry
Location
west lothian
Date
02/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Move from BT due to cost - thinking broadband is broadband how can there be any difference. WRONG.
The broadband began to have big drop outs almost immediately on switching. Told at the time this would disappear with time as the line "optimises" Again WRONG.
Line got worse, with periods of hours on end of no broadband - day or evening. I can't remember one streamed film that we watched right through with no failure on the line. Entertainment is only an irritant but If you work from home as I regularly do this is a nightmare.
Now - as to the well advertised customer service. Got in contact to get the problem fixed. Logged into the system and gave them 3 times when I would be at home for an engineer to have access. This will be sorted soon. WRONG.
No one appeared and no contact to confirm. I went through customer service calls and online chat (from work). Ah yes we can see you are having a lot of problems on that line. We will open a case file and get someone out - give us 3 dates/times ect.. Again. Nothing. Went into my account and the case was closed with no action taken again. Contacted them again - furious. Asked to go through the same pantomime process of providing three available dates.
In essence. They have very poor service to match their very poor product.
Was looking at options and attracted to the John Lewis deals then discovered that their services are provided by Plusnet.
BT no longer seem overpriced. With plusnet I am paying for a service I don't receive - now that is poor value for money.
Reviewer
margaret
Location
bridgend
Date
02/10/2016
Comments:
We have been unable to get broadband on a regular basis for the past three weeks, I have made three phone call each one waiting at least an hour for a response, my issue has still not been resolved, no one has bothered to contact me. They are advertising every day for business, whilst not being able to deal with the customers they have already got, avoid at all costs.
Reviewer
Hannah
Location
North east
Date
01/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst mistake I made in a long time. The service is slow
Staff are unhelpful and are quite happy to take your cancellation fee if leaving before 18 months.
Phone line is fine that's why the 1* and because I can't go any lower
DO NOT SIGN UP TO PLUSNET YOU WILL BE FRUSTRATED
THE BIT OF MONEY YOU SAVE FROM LEAVING BT ISNT WORTH IT
Reviewer
Sara
Location
Derbyshire
Date
01/10/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Have just switched to plusnet regretting it already I would say to anyone look at their facebook page I wish I had and just dont switch to them.
Reviewer
Nick Gilbert
Location
Durham
Date
30/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service ever encountered. Call waiting times anything from 30 mins to 1 hour. Still didn't solve problem after my first 49 minute call. Avoid them like the plague.
Reviewer
Tim
Location
Southampton
Date
30/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Big mistake. I signed up to fibre broadband with Plusnet and an engineer fitted the BT box 3 weeks ago. Since then I have had to call their customer care department 3 times as no router was sent and on each occasion was put on hold in excess to 35 minutes each time.
After the third call the router was delivered.
I have now installed the router but broadband is not operating at all. Once again I called customer care and this time was put on hold for 38minutes. Apparently there is a technical issue with the connection to my property but my call was disconnected so STILL NO RESOLUTION and more importantly still no broadband.
I have previously used Sky, Virgin Media and Talk talk but have never been so unhappy as to the service and customer care supplied by Plusnet. Worst service by far and I'm trying to cancel my service and attempting to receive a full refund.
Reviewer
Gail Matthews
Location
Hereford
Date
29/09/2016
Comments:
Absolutely awful company, broadband unbelievable slow so infuriating can't wait to leave them as soon as my contract is up.
Reviewer
Craig
Location
Staffordshire
Date
29/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with this company for three years until now and broadband is so unreliable then went off but when you phone them we will raise a ticket which in turn takes up to 5 days if not longer and just got fob off when you speak to them so now changing
Reviewer
Sean Elvin
Location
Edinburgh
Date
29/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Sorry to say that I moved from BT to Plus Net
Wish I did not 1 hour on the phone on hold only to be told there is nothing wrong with by Bband even though it cuts off every night around 21.30
Sorry but just crap looks like it's back to BT as I never had this problem in 15 years with them
Reviewer
Stu
Location
Lincoln
Date
28/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I ordered fibre broadband on 15th August, paying my initial fee straight away and still today, 28th September, I have no internet. They have fumbled my order since day one (cancelling it several times to then apologise saying it was a mistake) and every time I challenge Customer Support, I get what may as well be a computer generated response that avoids all of my questions.
I could not recommend them any less. Avoid, avoid, avoid!
Reviewer
carl walters
Location
leeds
Date
28/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company. Unreliable connection, cutting off frequently in early months then got slower by the month. Took a week to get through on the phone to miserable rude staff. No interest in helping whatsoever. Avoid.
Reviewer
Foggo
Location
Glasgow
Date
28/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Plusnet offered me a priority connection on 15th August which they then cancelled because BT couldn't offer service that day(?) So Plusnet was in no position to offer the original priority connection. They cancelled the date only two days before. They texted the 26th. August then two hours later the 30th. I cancelled shifts to be in and no one showed up. Got a text that my internet was on. No it wasn't. Phoned and was told it might take up till midnight that day. No internet. Called again. This time asked which lights were on on router. Advised to check phone sockets in house. Advised to unscrew plate on phone sockets to check if I had a dial tone. Refused - I am not a phone engineer. Housing Association sent engineer - sockets not connected by BT. Phoned Plusnet told them they would have to send an engineer to the property to sort the lines. Told them when I would be home. Turned down two shifts to be sure of being in on those days. Got a call at work from BT openreach engineer that he couldn't fix the line because he would need access to the property. I told him that I had given Plusnet the days that I would be available and this was not one of them. He had been booked by Plusnet as No Access Recquired probably because that was cheaper than booking an actual appointment. I called Plusnet again and waited and waited and waited on their understaffed phone line to speak to someone. Finally got through and arranged anothe appointment for another day that yet again I had to turn down work to wait in for a BT Openreach engineer who came promptly to the house and sorted out the line problems. It has taken from 29th July when I first placed the order until 20th September to get connected. Had Plusnet arranged on the 30th of August to have an engineer call and check that the internet was working they could have sorted it out on that day. Had they had proper checks in place when I first called to order the internet they would not have taken money off me for a service they could not know if they could provide. At each step of the way Plusnet has made what seems like no effort to actually do the thing that would most easily and efficiently solve my problem. It has cost me nearly £200 in lost earnings as well as the sign up fees I have paid them to join their rotten service and now they have offered £37.48 compensation - one free month line internet etc. I cannot quit the contract without penalty but I will be leaving at the end of the contract and I will be advising all friends and strangers via Facebook Twitter Messenger Snapchat of the rotten service you provide. The internet is the internet, a phone line is a phoneline, pretty much the same whoever provides it. Customer service and problem solving is what makes the difference and you have been rotten at both. The only person in your company who actually sounded like she gave a damn if I was your customer or not was Katy in billing. Otherwise poorly trained, poor service, and ultimately for me horrendously costly. In the process I have spent 182 minutes - that is three hours and 2 minutes on the phone waiting for or speaking to your 'advisors'. Worth some compensarion in itself. By the way BOTH Openreach engineers that I had contact with said that on no account should a customer be advised to open or tamper with any BT equipment.
Reviewer
Jon Hunt
Location
Deal
Date
27/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For two years we had smooth and uninterrupted service from BT on Infinity 1 and then Infinity 2. We switched to Plusnet to save money, being told we would receive the same broadband speeds, but for over three months we have had a volatile and unreliable broadband connection, which fails completely for a prolonged period about once a week. Wait times to speak to Plusnet are outrageous - usually 45 minutes or more - and six long telephone calls have produced a lot of dodgy explanations and no fix at all. Plusnet won't fix the issue, won't send an engineer, and won't discuss releasing us from contract. We've been with them before and experienced their award-winning customer service - but that service is a long-distant memory now. They appear to be a company in crisis, and we certainly regret switching to them. We can't wait to get away!
Reviewer
jpdarkstar
Location
cambridge
Date
27/09/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Ok until something goes wrong! Their routers often don't last as long as their contracts. I have been through four. My option to get a new router was to sign up for another 18 mos. or pay £99. I had been a long term customer, but that doesn't seem to count for anything. 1/2 hour wait for customer services seems normal.
Reviewer
revinkevin
Location
Gloucestershire
Date
26/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
What is the point of having 'people always ready to help' when you cannot get through to them in daytime and they go home just as you think you might get through. Change is long overdue.
Reviewer
mac
Location
castleford
Date
26/09/2016
Comments:
I am waiting to get through to plus net as i type this 20min so far I have been with them for 5 years now very good to start with now rubbish
Reviewer
Russ
Location
South Wales
Date
25/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never buy ADSL from Plusnet- they use the oldest ADSL, not ADSL+2 . Speeds are 256kb/s downloading data from any website at best. Plusnet promised to upgrade to fiber on 31st of August 2016, then made an excuse that an Openreach engineer was needed to fix our BT line... complete B.S . They said 5th to 15th of September we'd get fiber....then made an excuse an engineer wasn't available until Sept 27th... No emails or letters from Plusnet whatsoever, they didn't bother informing me at any stage about possible delays- I had to use their chatbox to get the info from Plusnet 'customer service' ... They do not prioritize fiber customers. Considering Plusnet is part of BT, as is Openreach. I can say Plusnet is the worst broadband supplier out there... they don't 'do you proud', they do your head in... AVOID PLUSNET AT ALL COSTS. I did warn them about a review and possible legal action alongside Trading Standards, Citizens Advice Bureau has reviewed my case, I will unleash Hell on Plusnet very soon, I do believe.
Reviewer
Kelly Oates
Location
Essex
Date
24/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would never recommend plusnet internet so slow that it's impossible to watch a program online even if you are the only person on the internet. Also I had signed a 18 month contract and they have increased the line rental within 6 months of that contract period. Customer service poor as it takes approximately 45 minutes to get through to customer service.
Reviewer
Robert Nicholson
Location
Rothwell
Date
23/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I placed my order for phone and fibre broadband on the 12th of September was told it would be up and running by the 26th only to receive a text message late on the 22nd that it was now going to be 7th of October, rang them up the following morning and after waiting just short of half an hour I got through to a rude unhelpful customer service adviser who told me that the order was only put through on the 22nd of September offered no reason or explanation as to why not even a sorry for there shoddy service what's even worse is that I now have to wait five days to get my money back but there quick to take it from your account never have I had dealings with such a poor couldn't give a toss bunch take my advice don't use em. There is no option on here to score em a minus or they would revive a big minus score
Reviewer
Thykingmaker
Location
Warwickshire
Date
23/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up, had an issue so had to call before my changeover date. 40 minutes on hold and decided to bail as not my idea of customer service!
Reviewer
Stacey carter
Location
Wareham
Date
23/09/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Initially Plusnet was good, although my internet was always slow on a Sunday maybe because it was peak. If you are late with payments they sa they give you 14 days which is no way true you can just about log onto fb but you can't do anything else. My internet has been going in and out of service for over a week now after a call wait 3 times of over 50 minutes and the service is still no better I have gone with someone else. The call wait time alone is ridiculous and then for the customer service to pass you around to wait longer and the issue is still not resolved just made my mind up. Don't bother using this company.
Reviewer
Chris
Location
Birmingham
Date
22/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
DO NOT SIGN UP WITH PLUSNET!!! If o could make it bold and bigger text I would. They worried ok and then couldn't provide me with a service at all. When I cancelled they attempted to charge me a cancellation fee for a service they can't provide! They are now try to chase me through debt collection agency. Customer services not interested. Don't make the same mistake- you have been warned!
Reviewer
Ms Emilia M.Stoeva BSc Honours Psychology
Location
Dover
Date
21/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst experience in my life, very, very slow broadband connection, most of the time. Do not touch this company dare you try to leave them they will conger up astronomical charges.They make leave so they make that much more! Do not get near them. Real nightmare which lasts day and night.
Reviewer
Jim
Location
East Midlands
Date
21/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Awful experience. My connection date is almost a month after the date I signed up. Even though my phone line is in place. That's if it goes ahead on time, which I'm not holding out much hope for judging by other peoples' experiences. I've attempted to contact them via their website multiple times but I just get ignored. After spending ages on hold I spoke to someone who said they could do nothing whatsoever to bring it forward. Eventually they said they could bring it forward but it would cost me over £200! They say the long wait times are down to their suppliers (AKA BT). Even though Plusnet are actually owned by BT! Unsurprisingly there were no delays when it came to collecting my money! I would strongly advise against joining Plusnet.
Reviewer
Tony
Location
Date
21/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
5 mb average speed been paying for up to 40 meb and min 27 mb.
Reviewer
Gregs
Location
South West
Date
21/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give less than 1 star I would.
We recently decided to upgrade from adsl to fibre and switch suppliers at the same time. Chose Plusnet bas d on their advertising etc. Provisioing date was given as 18 days after order, ok we thought at least the broadband will only be out for a short time, how wrong could we be!
Phone was connected on the promised date but no broadband (previous supplier had disconnected at that point). A call to plusnet Cust Serv the following day, resulted in 40mins on hold then a further 35 mins on hold before getting connected to provisioning.
Long story short, yesterday 8days post the original date we were within a 2hr period told our broadband would be provisioned in a further 8 days, then that is was being worked on as we spoke, then that it would be provisioned in a further 12 days. Each time having to wait on hold for more than 30mins for the call to be answered then on average a further 20-25 mins for provisioning.
Enough is enough we cancelled the order completely and phoned Sky, whole process completed in 15mins, and although we have to wait 14 days for a connection, at least ai won't be wasting another 9hrs of my week on hold with Plusnet.
A lucky escape I think.
Reviewer
Paul L
Location
Liverpool
Date
21/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ordered broadband on 8th August now writing this review on 21st September from my 4g connection because hey guess what? No broadband service from this joke company. Telephone is working though, I guess that is so they can get out of reimbursement because technically I have a line. Just one more thing, be prepared for calls lasting several hours trying to get through to someone who provides little help or information. Was informed on 20th September I can expect broadband before midnight in the 1st of October. Don't do it I have had Sky, Talktalk and BT in the past 5 years and all changed over within a week or two but not these cowboys. They haven't even sent the router out so when my connection does (not getting my hopes up) come on, I'll have no bloody access to it.
Reviewer
BSB
Location
Swansea
Date
20/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Have been with PlusNet since January 2007 - they were very good at that time. in the last 3 years or so they have begun the slide to TalkTalk status. They are abysmal I am looking for another supplier and will move asap.
Many on this iste feel the same. When I signed on with PlusNet WHICH placed them at the top of the satifaction charts. Where are they now?
Reviewer
Kernow
Location
Cornwall
Date
20/09/2016
Ratings
Reliability
3.00 stars
Comments:
Anyone with drop-out problems throw the plusnet router, which is total rubbish, in the bin and invest in a TP Link router, not expensive and never dropped out once since changing to it.
Internet speeds also rubbish, ring them and when you eventually get through to complain they hike the speed up by the following day only for it to fall away over the following 4/5 weeks, resulting in another phone call to repeat the process all over again. Morons
Reviewer
n j quinton
Location
didcot
Date
20/09/2016
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
long queues to online chat or phone support, confusing website for making contact, customer since 1995, not as good at support as with previous experiences
Reviewer
Katie
Location
Bury
Date
19/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moved house and it took them weeks to sort my internet out and they kept cancelling appointments from May-July to come and sort it out, so with during that time I had no internet but they was quick enough to take payments out of my bank so now they owe me 2 months money and I've not received it after me ringing them for over a month over it they also kept sending emails saying it will be in my bank 5-7 working days and still nothing , first time they didn't even bother putting it in my bank!!!. I will be taking things further if my money is not back into my bank . I felt like I have been ripped off as a customer!! So annoyed and frustrated but quick enough for them to take money off me still. May think of changing provider for my internet!
Reviewer
plusnetuser
Location
guildford
Date
19/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Could not agree with most of the reviews here more. Like Obama & Blair these people promise so, so much and utterly fail to deliver. Just avoid! Not cheap enough, not reliable enough, not helpful enough, not concerned enough. Fast Broadband? No. Just No.
Reviewer
Julia
Location
Lincoln
Date
18/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wish I had read these reviews before committing to plus.net! Nothing is as promised. Broadband is unbelievably slow, even downloading emails can fail! Constantly buffering or crashing. Service is unusable. DO NOT TOUCH THIS COMPANY.
Reviewer
john coke
Location
newton abbot
Date
18/09/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I signed up with Plusnet 3 years ago sick and tired of Talk Talk. initially very good but now appalling Every time you want to talk to a person its at least 30 minutes plus .The Advisors ? are very mixed but at least I can understand them .
I have just upgraded to fiber that was fine router worked ok .
But would I recommend PLUSNET now I do not think so >they are a subsidiary of BT always OUT OF REACH and I think BT are controlling them more and more .
So be careful customer service is awful . Will comment on speed later
Reviewer
MJ
Location
wirral
Date
17/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
First router not sent out on time, then a confusion over the activation date. Customer service waiting times are in excess of an hour on hold, chat waiting times not much better. Customer service representatives are rude and petty and could not care less. Had to sort my own engineer to come out as the wait for the fault team to even contact me was 5 days, and this was before scheduling a visit.
The internet speed is ok but if you ever have an issue it's really rubbish. I would go elsewhere - and i will be moving when my initial contract is up. Not worth the hassle.
Reviewer
Max
Location
Liverpool
Date
17/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very Very bad broadband ! Wifi cuts off everyday ! Been of for over 4 days now ! Ludacris and they expect me to pay for it. Smh customer service is dreadfull ! DO NOT BUY
Reviewer
mike ranson
Location
london
Date
17/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Left aol because i needed to speak to an english speaking call centre. Plusnet boasted of speed and customer service. For two weeks i have waited 43 minutes last week and now again a week later, i am on hold for 45 miutes and still counting. I have tried the option to leave the service and i have been on hold for 15 minutes so far. I have both my mobile and landline on hold with plusnet. Their adverts boast "if the customer service is not up to scratch then you just as well pack up and go".
They have an online fault finding service, even that is still unavailable. Two weeks? astonishing. They dont have a CS service. If it has, then it is not fit for purpose.
Do not sign up with plusnet.
Reviewer
colin
Location
doncaster
Date
16/09/2016
Comments:
Shocking quality ,too many glitches especially during peak hours,ive only been with them a month but I'm going elsewhere,customer care is very poor,they promise to ring you back but never do.Very very poor.
Reviewer
Steve
Location
Monmouthshire
Date
16/09/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Completely unreliable broadband connect ever since Plusnet moved from BT's server environment a couple of months ago to their own. Keeps dropping PPP. Customer support call wait times 1 hour+. How they justify their claim to have an award winning customer service is beyond comprehension. Avoid Plusnet broadband service.
Reviewer
Nigel
Location
Stirling
Date
16/09/2016
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Plusnet for 15 years and have not had an issue with them. TBH I have no idea why other folks reviewing them appear to have so many issues! Many of the issues folks appear to have are related to their own phone line between their house and the exchange - they would have the same issue with ALL ISP's and its up to BT to fix it not the ISP. The router Plusnet supplies is junk - but really - does anyone rely on these £5 routers - all 'Free' routers are junk including the BT Home Hubs. Goto your local PC world and pick up a decent ASUS or Netgear if you require reliable comms. I am an IT professional so I have little need for Plusnet's support line. Whenever I have contacted them its been done online rather than over the phone and the issue/query has been dealt with efficiently. You'll struggle to get through on the phone aye, but honestly who resorts to voice comms these days. If your internet is down, use your smartphone to raise a ticket with them!
Reviewer
Kate
Location
BA35UG
Date
15/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband is rediculous. Constant buffering and dropping out
Reviewer
jcd
Location
bristol
Date
15/09/2016
Ratings
Satisfaction
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
generally just about "OK".
However, impossible to resolve issues - always very long wait for online chat or phone contact and they won't communicate via email
Reviewer
Phil ocallaghan
Location
Shrewsbury
Date
15/09/2016
Comments:
Don't believe the advertising appalling service incredibly long queue times should you need help or advice why the hell did I signed up with this bunch
Reviewer
Jax
Location
Cornwall
Date
14/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Worst service provider ever! If you're looking to change broadband provider and can't afford to be without internet connection I strongly recommend that you do not take out a contract with Plusnet!!!
Before opening an account with them I made it very clear that I worked from home and therefore could not be without broadband. They assured me that the transition would be smooth and that I wouldn't have a break in my connection - I took their word for it as I've never had a break in service when changing provider before. My mistake... Plusnet didn't provide me with broadband until a week after they were meant to! They forgot to post the router, therefore it wasn't sent until I phoned to ask why I'd not received it and therefore it didn't arrive until 3 days after I was meant to be connected. Upon receiving the router I still couldn't access the internet because Plusnet hadn't sorted out my connection - it took them an additional 3 days to do that... During that time Plusnet sent me an email everyday with a predicted connection date & each email proposed a later date. So everyday I had to phone them (and literally spend hours on hold) to try and insure that my connection was not going to continue to be set back to a later and later date... For my pains I was met with a series of contradictions & absolutely no help.
If I could have afforded to risk further potential delay to my connection I would have canceled my new contract with Plusnet and gone elsewhere! Plusnet have offered to refund me for the days I was without broadband (how magnanimous of them) and as a 'good will' gesture have offered me one month's free broadband at the end of my contract - thereby locking me in to another years contract... so no good will there, just greed. Needless to say I will not remain with them...
Reviewer
P Chohan
Location
London
Date
14/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Sorry to say but the phone and broadband both no good. Phone line gets disconnected and broadband simply goes off everytime.
When try and speak to someone on chatline they have been quite unhelpful.
Very disappointed and we have been with them only few months and all these problems.
Reviewer
D
Location
Bath
Date
14/09/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
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
Reviewer
Alex
Location
Bristol
Date
13/09/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Moved from talk talk regarding security issues but had trouble from day one with lack of correct billing and plus net failing to take payment but insisting it is not their problem. Speed is okay at best of times but regularly drops out or slows down to a crawl. Not satisfied with their service.
Reviewer
Waggers
Location
Sheffield
Date
12/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I'm ashamed to be from the same city as these people. Always have at least two drop-outs a day which they say is acceptable, funny how i never had any with my previous provider. Internet just stops sometimes but with the router blue light telling me all is fine. Customer service is non existent, promise to get back to you but normally don't, ignore emails, and just give you waffle over the phone. YOU HAVE BEEN WARNED.
Reviewer
Peter Gilbert
Location
Monmouth
Date
12/09/2016
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have mixed views on Plusnet. I recently switched to them and the handover was smooth. I then upgraded to fibre broadband but the speed was about half that predicted. Engineer attended to fix and the speed has been excellent since. However, in replacing the old socket, he disconnected ADSL from the other one in the house without telling me (having already told me I could plug my router in on the other socket but I would probably get a slower speed). Calls to get this resolved have wasted a lot of time; 30 mins in a queue and then 15 mins to raise a complaint. The call handlers try hard but they are obviously constrained by poor processes and the actual provider, our good old friends BT and Openreach.
Reviewer
PT
Location
West Yorkshire
Date
12/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have after 3 1/2 years cancelled my broadband and phone package only to find they are going to charge £160 cancellation charges!! This is because I upgraded to a supposedly faster speed service in Jan 16 - but this has not stopped the randon outages or improved the speed. No amount of discussion with them will change their minds, the fact that PlusNet is just another name for BT is very clear from their attitude to customers. Stay away from them.
Reviewer
James 123
Location
West Midlands
Date
10/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
My experience has been: Poor wifi signal; unreliable (stops working, just when you don't want it to, for no reason); inconsistent customer service.
Reviewer
Rich
Location
Northamptonshire
Date
10/09/2016
Comments:
10/10 for anyone who loves holding music and incompetence.
A company that advertises itself as having great customer services.
Signed up for fibre broadband, a week later I receive a text telling me BT have uninstalled the line and I therefore need to pay them a £50 activation fee - why is there not a system in place for them to say 'by the way BT, don't deactivate that line because we'll need it'?
Also, on the website it says that the activation is free, but this is different from the line installation - fair enough but this needs to be clearer.
When phoning I was in the queue for 30 - 50 mins on every occasion.
Final part of my rant: calling after hours and selecting the options for anything other than the tech support team (eg cancellations team) just transfers you to the tech support team, without saying anything like 'by the way this department is closed, so we are transferring you' just leaves you on hold for 40 mins until you finally get someone who can't do anything for you.
Absolute shambles.
Reviewer
Carol
Location
Lincoln
Date
10/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Started out good but sadly in last two years its gone downhill. 30mins or more to reach on phone. Overpriced. Offering new customers the good deals but old ones can go hang..I am leaving them after over 4 years.
Reviewer
Srividya Singh
Location
Willenhall
Date
10/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is very poor and appalling. They made me to wait more than hour and a half just to change my address and get the refund because of the house move and to upgrade top speed or check the line at least if it's working properly. House move was arranged over 6weeks and they didn't even bothered to change it to my current address and didn't refund me the money for a month that we haven't used their broadband or phone services. On top of that when I went through technical team he says that we could have fibre optic broadband and transfers it to customer service without even checking the line is working or not. When I reach the customer service they say that there isn't a fibre optic line in place at the property?
They don't seem to know about their systems to check what's there what isn't. Finally when I got crossed about the again she said that a manager would ring me in an hour. I also recently found out that for leaving plus net in spite of finishing the contract they charge you leaving fee?
Ridiculous service.
Reviewer
Michael bromley
Location
Warrington
Date
10/09/2016
Comments:
AVOID THIS COMPANY OFFER YOU SERVICES WHICH ARE NOT AVAILABLE AND TAKE YOUR MONEY FOR 2 WEEKS BEFORE REFUNDING IT SHOCKING CUSTOMER SERVICE STRONGLY ADVISE TO AVOID PAY THE EXTRA GO ELSE WHERE
Absolutely disgusting company with no manners what so ever I would strongly recommend no one to go with this company you wait 30 minutes to get to speak to someone and when you do they don't want to help. very rude to you and then just put the phone down when you are in the middle of talking,tryed to contact them to join them and they lied what services you can be offered take your money and then let yu no in a week that they can't even offer you the service you agreed to and then when you speak to someone they are foul mannered unhelpful,how to treat new customers and they a supposed to have award winning customer service with a partner company something doesn't ad up I will be tell all my friends family everyone I possibly can to avoid these arrogant none helpful advisers who don't care about anything apart from taking your money!! AVOID THIS COMPANY WORST ADVISERS EVER
Reviewer
Barbara Blake
Location
Buckinhamshire
Date
09/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The biggest mistake I've ever made was to switch to Plusnet. The Internet connection is so slow and patchy. We can't get Catch Up programmes on Sky TV. Think very carefully if you're considering switching. I can almost guarantee you a far worse service in every respect to the one you're using now. Not fit for purpose.
Reviewer
stuart
Location
Chesterfield
Date
09/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Broardband speed unreliable, had to complain just to get speed up to minimum that they quoted that I would receive (as a minimum). customer servive poor, I was on chatlive for nearly 1 hour before I got a reply. One member of staff told me one thing and another contridicted them when it came to renewing contract after 1 year. Absolutley no incentive to stay with Plusnet for more that 1 year, after initial deal.
Reviewer
Nanny & Grandad
Location
Suffolk
Date
09/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
The connection speed has been getting slower on a regular basis, is sometimes unavailable due to what Plusnet call maintenance and sometimes the speed is below 1 mbps. We phoned customer service 3 times today and cannot get through to any one, we have tried Live Chat and that is not available. Plusnet used to provide an excellent customer experience and good internet speeds but it just keeps getting worse.
Reviewer
AD
Location
West Midlands
Date
09/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For the past three days I've had an orange light flashing and the connection speed has been APPALING. I tried calling them but cut off after an hour and a half. It is shocking the way they treat customers and provide them with rubbish service! I'm suppose to get a speed of 80mb and it's not even near 35! AVOID AVOID AVOID
Reviewer
Dale
Location
Rodley
Date
09/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am not getting the broadband speed that I am paying for then my broadband stops working. I try to contact them to get answers but to no avail.
The service plusnet has given me is borderline disgusting. I am looking to get out of my contract as soon as possible.
Reviewer
Raymond Metters
Location
Lincoln
Date
08/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Most of the reviews say what I think. This is a cheap service, the price being that you cannot contact anyone for help unless you spend half a day on the phone. The only quick answer you can obtain by phone is through the sales department where you can only express your dissatisfaction. When I told them I'm thinking of moving they were not even interested and didn't even ask why.
Reviewer
Natalie
Location
Essex
Date
08/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
It's a shame plus net have no minus stars! Appalling customer service, called serveral times and was kept on hold each time for a minimum of 40 minutes. This took me over my inclusive minutes on my mobile, I requested a refund for this as they had failed to install my phone line therefor they were responsible for those costs, however they took no responsibility for this. I have spent above and beyond what I thought I would initially save by going with plusnet in phone calls. Our broad bad was confirmed and set up ready to go several times in the 3 months I waited before finally cancelling with them as no service was being provided. As I phoned over and over to try to sort the problem out, no notes on my account had been left by previous conversations I had with them. Appalling customer service when I eventually got to speak with someone, continually being promised dates to get an engineer out, which were not upheld. Text after text, even after I had let them know the issues, to tell me it was all complete, it wasn't as they hadn't acted on the issues presented. I truly am amazed that this company is still going, would advise anyone thinking of joining, don't!!!!!i cannot express how disappointed and angry I am with plus nets customer service, will never approach them as a service provider again, simply because they do not provide the service they promise!
Reviewer
Martin Strazdins
Location
Solihull
Date
07/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In process of joining Plusnet. Did not realise would change phone number. Rang to request keep existing no . Wait 20 min to speak to someone, can't help ring again said should be able to keep no. Transfers my call after 46 min wait gave up. Tried online chat waited 64 min to chat could not help. Worst service ever , will be cancelling contract if I can
Reviewer
M Howarth
Location
Silsden
Date
07/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Terrible, horrible provider. Had standard broadband from 2012 with plusnet and we decided to upgrade to their fibre. At first we were expected to get FROM 64mbps download, then it dropped to 30mbps download, and now it had settled at 15. Which is exactly what we had with the standard broadband. I do not un-recommend plusnet enough. The upload speed was also meant to increase to around 2mbps, however that has dropped to below 1mbps.
To cancel this contract it will cost me £325.
*The plusnet 14 day trial thing isn't a real thing. They sent the router out after the trail was finished, so we had no option to cancel.
Reviewer
Sean
Location
London
Date
06/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolutely appalling customer service. Internet not working for well over a week and after a series of line checks, hear nothing for 72 hours, then a request to be in for an engineer to visit during one of three five hour windows, with no information as to during which of those slots they may decide to turn up. And they want to charge you for the privilege of an engineer coming out several days later, with the quoted cost increasing every time they got in touch.
If you want to complain, you have to either web chat or call - both of which take 20-30 minutes and get you no further.
Reviewer
unhappy customer
Location
leicestershire
Date
05/09/2016
Ratings
Speed
2.00 stars
Comments:
It's a shame these reviews don't come with minus stars we were left without a phone line or WIFI for two months and when we finally did get connection they didn't let us know that we needed a different modem and the date of getting WIFI was delayed a further week we would have left Plusnet but it costs £200 to leave. if you are planning to go with Plusnet DON'T. they have terrible customer service and the WIFI isn't very good.
Reviewer
rocko
Location
London
Date
05/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been with Plusnet since it was Force9, that's about 12 or 13 years I think.
The service has progressively got worse for me and I'm just about to change over to Sky.
For the last 4 or 5 years, my connection disappears for hours at a time during the night (which is when I tend to work at the computer). They have always fixed whatever the problem was but it invariably goes to pot again.
For the past month or so, service has been appallingly intermittent, with connection going down for hours at a time, day and night. The connection, when it's there, is dismally slow - 1.1Mbps or less for the past couple of days, since I've been taking readings.
Now that they know I'm moving to Sky, they don't even bother answering my requests for help.
Reviewer
Nicola
Location
Binfield
Date
04/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Still 'on hold' now & it's been 19 minutes, how this company gets such good reviews I have no idea, broadband is terribly slow & we cannot upgrade as there is no room on the exchange, I guess they're owned by BT so why I thought they'd be better I have no idea
Reviewer
Paul
Location
Ivybridge
Date
04/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moved from BT because of the "special price" yes i know they are owned by BT, never had any issue with my Broadband while with BT , speeds Constant and reliable, but suddenly after moving to Plusnet ,my speed has dam near vanished from 7.5mb to just 2 or less on occasions.
They have admitted that settings on my line where set too low, and adjust things, my speed came back to what i was getting before, only to plummet again 10 days later. for a company who advertise how great they are at customer service, good luck in getting hold of anyone its a joke,
Please dont be pulled in by the "great offers" you will regret it , you have been warned.
Reviewer
cy
Location
teesside
Date
03/09/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i have been with plus net for quite some years, and never had an issue, but for the last 6 months the reliability of signal has been disgusting.
intermittent signal so some day i have internet and others have in for an hour then it goes off then it comes on then goes off again.
i attempted to call plushest to solve this issue but was on hold without speaking to a single person for 40 minutes until thought ok well ill try the online chat support, which i got an answer quicker then calling but to be told they were looking into the issue then to be told and sent a youtube video to watch so that i could solve the issue.... I'm sorry but I'm not a plus net technician, after the chat person sent the link he sent a thank you for using the service and went offline, but before that i asked if someone could call me, which i was told No we don't offer call backs!!!!.
so i tried to call again, another 45 minutes on hold without speaking to someone, i don't get unlimited minutes on my mobile so i had to hang up.
disgusted by the service and can't wait for the first opportunity to cancel.
Reviewer
CC
Location
South Wales
Date
03/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shockingly BAD company to deal with.
Wish I never changed from Sky and will be returning asap. My internet speed is so intermittent and slow it beggars belief.
Their customer service is appalling, there only solution to slow speed is to offer fibre and from what I've read that's no better.
Don't be misled by the tv adverts, it's cheap for a reason, it's rubbish.
Reviewer
David
Location
Helensburgh
Date
03/09/2016
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The service wasn't great but we lived in a rural area so we expected it wouldn't be. The real problems came when we moved and I canceled the service. I canceled by phone and thought that was me. Turned out I owed £20. They hassled me for the payment by letter and email but the numbers they give to call always have huge waiting times and always tell you to pay online which since I had canceled I couldn't do. I tried several times to call and eventually got it paid. More than week afterwards I have a debt collection agency contacting me demanding the payment I've already paid. Of course you can't contact Plusnet very easily in any way and they haven't bothered to tell the agency I've paid. If they want you to pay so bad they should make it possible for to do so! I will never use their services again.
Reviewer
lyn
Location
blackpool
Date
03/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst internet we have ever had. No connection to bedrooms what so ever. Gutted we have to stay with them for length of contract
Reviewer
Daz
Location
Uk
Date
03/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
If I could hate anyone more than plusnet it would be unbelievable! In less than 24hours I've been on hold to plus net for 4 hours in total!!! Their customer service is nonexistent and I want to really leave these shower of rubbish. I've not had internet for 4 days because they have switched me from asdl to fibre without asking or giving me a router!!!
Reviewer
Dianne
Location
Leeds
Date
02/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute rubbish. Unless u live next to green box fibre broadband is unreliable and support from pusnet is usless. Customer service is very patronising when you complain about this issue for the 4th time! Still rubbish! Xbox and phone in use means I can't watch Amazon or have friends over who need wifi. DO NOT SIGN UP WITH THIS COMPANY!
Reviewer
John Hitchen
Location
Cheshire
Date
01/09/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have just switched to PlusNet from TalkTalk. What a big mistake. Customer service is appalling. We were without the internet for 36 hours. We had to keep calling the support desk and had to wait between 30 and 60 minutes for a response. When we still weren't connected after 36 hours, we called again and were told that we had been connected the previous evening even though the internet light on the router was still red! The customer service assistant said she would check and hey presto we wee connected. Appalling customer service in 2016
Reviewer
Dan
Location
Bedfordshire
Date
01/09/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
4.00 stars
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
Reviewer
BB
Location
Nottingham
Date
01/09/2016
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
I have been with Plusnet for many years. Not on Fibre. I have always found them excellent in every way. Waiting for phone response is a pain sometimes. I would recommend.
Reviewer
zip
Location
Merseyside
Date
31/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
'Do yourself proud'.....and go with another provider who know what they are doing. Only been with them a week and boy are they poor. Cant login to my account and cant get through to customer service???
Reviewer
Janet martin
Location
Grimsby
Date
31/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I upgraded to fibre optic. 10 days ago amd still have received my router. They changed me 6:99 delivery amd said I would receive it within 3 days. I emailed them my complaint 4 days ago because I couldn't get through on the phone. They didnt reply to my email. I finally got through after waiting 40 minutes on the phone. I got a not very polite woman who said they would send one out today and I wasnt to worry because they wont be charging again fpr delivery. Pah very poor customer service for a loyal customer. I wouldn't recommend plusnet to anyone.
Reviewer
Chris
Location
Suffolk
Date
31/08/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I switched from BT to PlusNet years ago, due to BT's appalling Customer Service. Now I find that PlusNet have gone the same way, even if they do have a UK call centre. Time to move on .
Reviewer
Graham
Location
Cambridgeshire
Date
31/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Once is enough.
I initially had problems with the broadband cutting out all the time. So it meant video calls in Skype would drop and I'd be logged off 5 min at a time. Plusnet technicians tried to blame me and my equipment, however I am an engineer, know what I'm doing, and swapped out everything with a spare - including the router and it made no difference. Eventually I moved house and got angry with them because my speed also dropped to around 1 to 1.5 mB, had plenty of droppouts and were still blaming me. Suddenly after a lengthy and angry exchange I went back up to around 6mB download with me not changing anything on my end and had far less dropouts.
This company are at it, they're a bunch of little liars not able to tell you the real reason why there is such instability and low quality of broadband - they keep piling customers onto the same nodes.
I CANNOT WAIT to get rid of plusnet and I'll go with anyone, even if it's more expensive, as long as it's not plusnet.
Reviewer
esther
Location
london
Date
31/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
i cancelled my broadband with plusnet because their customer service and also value for money was incredibly disappointing.
I paid cancellation charge and a month of non use. Only for plusnet to pass my mobile, address and email to a debt collection company. I have been getting emails, text messages, phone calls and letters for a debt I do not own. I am very angry. Awful company for them to do this.
Reviewer
Marny Hill
Location
Edinburgh
Date
31/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wish we had never changed over - appalling customer service.
Reviewer
Mark Weller
Location
Bath
Date
30/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Upgraded to hub one. Now BBC iPlayer impossible to use..drops connection every 5 mins. Plusnet customer service is abysmal. At least an hour either by chat or phone..sometimes 2-3. And then all they want to do is charge an engineer ... An upgrade that is useless
Reviewer
Jay Pe
Location
London
Date
30/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
All I can say is DO NOT BUY. The speed is not good, you'll struggle if you're trying to watch a video or movie which is more than 10 minutes long. The drop out rate is vast, and if you decide to stay with them after your 12 months are up, they will charge £50 for a new router if your one goes up the wall.
Reviewer
Benjamin
Location
Doncaster
Date
30/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Text message updates that spread across three messages and do not tell you from which company they originate. Useless call centre staff. Inept expediting of orders and poor communication lines with Openreach. Avoid this company
Reviewer
Janis
Location
Buxton
Date
29/08/2016
Comments:
For months I've been keeping a record of every time our broadband connection dropped out - and it amounts to several times a day. Even today, only hours after speaking to Plusnet on the phone and receiving the promise of them having increased the connection profile and the signal to noise ratio, the connection is once again dropping out. Plusnet are simply not providing the service we are paying them for; I would not recommend them to anybody, and unless they correct the problem and start providing a consistent and reliable service, we will be changing to another provider.
Reviewer
Helen
Location
Bristol
Date
28/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service ever. I have been on hold with them for over 35 minutes as my internet has been down for the last four days and I have not been able to get hold of anyone until now (given up after 30 mins before). Finally get to speak to someone who says they need to transfer me to the technical team and I will be on hold for a further 35 + mins. Ridiculous. Can't believe that they have apparently won awards for customer service. Am phoning new providers now.
Reviewer
DW
Location
STOKE ON TRENT
Date
28/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Plusnet fibre broadband is useless; connection constantly dropping out and excruciatingly slow at times. My dial-up internet was more reliable 15 years ago!
Reviewer
Marc
Location
Northants
Date
28/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
awful reliability, atrocious customer service, very very poor for both broadband and landline, they use bt lines so when things go wrong they simply blame bt or openreach
Reviewer
Kieran
Location
Wirral
Date
27/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I joined plusnet fibre 2 weeks ago. Initial setup was quick and easy but we did not get anywhere near the speed we were guaranteed. After lots of unhelpful phone calls and online chats to customer services, they decided there was nothing wrong at there end and it was our phone. I have now joined bt and got twice the speed plusnet said I would get. Avoid plusnet they are rubbish!
Reviewer
Andrew
Location
Glasgow
Date
26/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Paying for fibre and last test returned results of download 0.8mps.
Absolutely useless.
Reviewer
Frank
Location
Rochester
Date
26/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If there every was an award for the worst broadband company that plus.net would win it. I have just lost my phone number of this bunch of clowns because they decided they wanted to provide my phone and broadband without my permission. I got a txt from my current provide out of the blue informing me that a new provider were taking over my service. I called to find out what was happening and all they could say was that someone else and initiated to transfer my services over to them, but they didn't know who. So today my phone and broadband stopped working for no reason whatsoever. It has taking me all day to find out what happended. This bunch of halfwits started to transfer my services then tried to stop the transfer but didn't stop the transfer.
So I have lost my long held number. I have no phone or broadband and I have to pay an early exit clause to my current provider. This is not the end of this.
Reviewer
yorkiealan
Location
scarborough
Date
26/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
have left them now,got rid of them when there put the line rental up, rubbish company,customer services atrocious,all that is said on here about there internet is true,so wont add anymore.but would say to you people on here if you leave them,dont let them take money from your DD,cancell it straight away as you will have loads of trouble trying to get back what there owe you im having trouble getting back what is owed me,it is impossible trying to contact by phone,waiting time 30mins and more,which is costing you money all the time,which can cost you more in phone calls than what you are owed,AS THESE COMPANYS GET A BACK HANDER FOR IT,TRUE,i am keeping a note of my phone calls,and shall be billing them for them,so soon as you leave them CANCELL YOUR DD,and let them ask you for the final bill
Reviewer
Bob
Location
Gloucestershire
Date
26/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have been with Plusnet for 4 months during which time I have only had working broadband for 60% of the time. The latest incident I have been without phone and broadband for 9 days. The people in Plusnet don't care, you wait for up to 30 minutes to talk to people and then they promise to ring you back and don't. They say an engineer will be on site tomorrow but nothing happens. I know the problem is Openreach but Plusnet have no influence over them. Very unhappy. DONT USE Plusnet, Rubbish.
Reviewer
Aberman9
Location
Swansea
Date
25/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Left talktalk at end of contract for Plusnet. Initially ok, but customer service was terrible and broadband speed was poor. Moved home in middle of contract, which they extended without notification. Had opportunity to leave in June this year as BT offered better contract and cash back. It was worth buying out from my Plusnet contract just to leave them. Just to prove how or their customer service was they tried to double by exit fee, which I fought as I had the original quote in writing. Plus they sent letters for the outstanding amount to my old address despite I hadn't lived there for 6 months, suggesting I wS avoiding them. They only had to ring me, I was on the same telephone number. NUTS! Would never go back.
Reviewer
Stacey
Location
melton mowbray
Date
25/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would avoid these like the plague! Billed me for repairs which had nothing to do with me, the broadband was an unstable connection. Left 3 months ago paid all bills, have now tried to say i owe more money!
Reviewer
Carl
Location
Cb10
Date
24/08/2016
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Very poor in the past couple weeks, wish I'd swapped when I had the chance a few weeks ago.
Reviewer
Mike
Location
Sunderland
Date
24/08/2016
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After years of complaining about slow internet (and being told by PlusNet nothing was wrong at their end) I changed provider and now have a download speed 2-2.5 times faster
Reviewer
James
Location
London
Date
24/08/2016
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Good speed and updates available with notifications when they are having work. Always friendly customer services when I need to ring (which is extremely rare). The only customer service problem we ever had was caused by BT Wholesale delaying the process, which plusnet rallied around, got it sorted quickly and reimbursed appropriately, no quibble. By far the better provide outside cable at the moment.
Reviewer
Rien
Location
Dundee
Date
23/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
1) The download speed has dropped from 3Mb to 0.25 Mb/s for the 2nd time this month.
2) The plusnet website is very user unfriendly.
Reviewer
Fulcher
Location
East Riding
Date
23/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband speed is without doubt crap. I wish I could leave but when we changed we went on holiday which ate up the 14 day cooling off period. Does anybody know how and what to use to get a signal 10 feet away from the modem. I have lifted it moved it shifted it and preyed to it but it is still crap.
CTAL
Reviewer
Kate
Location
Woking
Date
23/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Truly awful service and connection speed! I can honestly say their customer service is the worst I have ever experienced.
The waiting time on calls is always over 20 minutes, then after speaking to one clueless department I'll be passed to another and made to wait a further 20 minutes (only to have to explain myself all over again).
I didn't receive any notification of what was happening. I ordered fibre but didn't receive it as it wasn't available (fair enough but there wasn't any email or phone call to inform me of this). They just keep you guessing all of the time.
Awful, awful, awful!!!
Reviewer
Michael
Location
Scarborough
Date
23/08/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Comments:
I have been a plusnet customer for 9 months of an 18 month contract. I wanted to leave plusnet because of the useless customer service, but did not want to pay for the remainder of the contract. When I informed plusnet of the move they said that would mean a new 24 month contract. It seems to me that this could be breach of their original contract.
I have been given dates for connection by email and text, both of these dates are different. When I enquired the response I received was most arrogant and rude. Clearly plusnet are now employing their own spoon whittlers.
Reviewer
Ray
Location
Bath
Date
23/08/2016
Comments:
Have been with Plusnet over 10 years and have decided to switch to fibre as this is now available at local exchange. Was told I would be switched on 18 August now it will be on the 31st August also not told of capped upload speed of 2mb which is reported on various forums unless you pay a premium price for 20mb something which was previously included, had I known at the time would not have switched and gone elsewhere. Tried contacting customer service this morning with a wait time broadcast of 45 minutes, how they are allowed to advertise customer service on television advertisements as been the best thing about Plusnet beggars belief, it's about time the advertising standards Authority looked into these claims.
Reviewer
Chris
Location
london
Date
22/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
To add on to the list of bad reviews, I selected the date the engineer should come and visit and install the line and it was 12/8, got an email confirmation and so on.
But when I phoned up customer service, they said it was the 22/8. I was so sure of the initial date but I couldn't find the confirmation email. Asked the operator how can I check, to which she replied "nope you can't check, only I can tell you this". Took her word for it, rescheduled by leave and spent 10+ days without internet.
Then found the confirmation email saying 12/8, spoke to the operator to explain and she ignored by comments and said it was a live system and when they tried to book the 12th it was not available and changed it to the 22nd. Whats the whole point of asking me to choose a date then?!?! If I didn't phone them up I would still think it was the 12th.
Reviewer
Carol
Location
Manchester
Date
22/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Switched to Plusnet end of July, will be lucky to have internet by the 2nd September.
Had to hold for ages. They blamed the issues on the previous tenants and said there was nothing they could do about the delay. They didn't notify us of or flag up any issue.
I spoke to someone on the online chat who gave me the wrong information, I then spoke to some one on the phone after 40mins of holding (I recommend getting weq4u app of if you have to call plusnet) who said there was nothing they could do.
I had a much better experience with sky.
Avoid Plusnet.
Reviewer
Ingrid
Location
Barnet
Date
20/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is my 2nd year with plusnet and since renewing in May the service has been atrocious. Tonight I can barely access a website, forget about streaming a programme on iplayer or other channels. Even a radio programme came back with insufficient bandwidth available message. This is not a one off, problems have been ongoing for weeks, particularly on weekend evenings!
Reviewer
Neil
Location
West Sussex
Date
20/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had a lot of different ISPs over the years and I'm afraid to say that Plusnet has got to be the worst by far. Connected 3 days late, not a good start! and the amount of downtime is ridiculous, the router they send out is a piece of rubbish, always switching itself off! I have now gone over to EE before the end of the contract as EE will pay £50 towards any cancellation fees that Plusnet charge ( I have already had a letter to confirm I will be charged £21.50 for early cancellation) so in effect I will be £28.50 better off. As most of the other posters on this have said, they do reduce speeds, have rubbish customer service and are totally unreliable. I can only think BT who now own Plusnet is trying to kill it off, one less competitor to BTs overpriced Broadband so called "Deals".
Reviewer
Sebastian
Location
Wales
Date
19/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have the standard broadband, due to financial reasons, no fiber - the download speed test all show a fairly reasonable download speed of between 2 and 5 mb per second, which is not bad for non-fiber standard broadband, yet Plusnet have capped ALL downloads at 256kb/s - despite having capability to allow up to 8 mb/s as advertized. It is a scam to half the price of fiber but cap speed at one quarter of a megabyte, surfing is very slow, Facebook takes 5-10 seconds, sometimes 30 seconds per page load.... Surely Plusnet could be held to trading standards for a rap on the knuckles for capping the speed, they should advertize it as being 256kb/s if they are capping it at those speeds- it is false advertizing. Most displeased with Plusnet broadband, was not expecting 20mb/s as with fiber, but 256 kilobytes per second is insulting.
Reviewer
Nichola
Location
Bromley
Date
19/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
have literally just cancelled with these people. When i had the broadband it was slow, intermittent and wouldn't reach all the house. To cancel, i have to pay £30 plus a 14 day fee!!! Never had to do this before with any other provider. Customer services are curt and unhelpful. avoid at all costs!!!
Reviewer
Linda
Location
Clacton-on-sea
Date
18/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My broadband has been erratic, always slow and connection has failed quite a few times, the connection is very bad now and with a day without connection. Tried to chat online but they were too busy, finally had to phone and advisor passed the buck, broadband was connected but stopped working again. Can't get a hold of plusnet. Being charged for shoddy service.
Reviewer
Another unhappy customer
Location
Romsey
Date
18/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
John
Location
Upminster
Date
17/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Signed up for fibre but from day one getting a wifi connection (or wired), even if standing next to router was very difficult. Previously with Sky had no problems. Plusnet sent new router after 3 days, same problem connecting any of 3 laptops, all up to date models and iphones.
In their defence plusnet agreed to cancel contract after 14 days of frustration and substandard service. i am trying BT.
Reviewer
John
Location
Upminster
Date
17/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Signed up but from day one getting a wifi connection even if standing next to router was very difficult. Previously with Sky had no problems. Plusnet sent new router after 3 days, same problem connecting any of 3 laptops, all up to date mobels and iphones.
In their defence plusnet agreed to cancel contract after 14 days of frustration and substandard service. i am trying BT.
Reviewer
Danyal Burke
Location
London
Date
17/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Very disappointed with Plusnet. If being able to move your direct debit date is important for you, don't use plusnet. You're stuck with the one you get when you sign up.
Reviewer
S ganley
Location
Bury lancashire
Date
16/08/2016
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with plusnet for years speed and service has gone off a cliff. No doubt the greasy palms of BT operating in the background. Communicated via Internet to Ben and jake tonight who eventually left me hanging in the air after cutting me off with no satisfaction. So much for their award winning customer service and they were not doing me proud to quote their marketing guff. A bunch of lightweights operating no doubt with zero housed employees driving their customer service computers.
Reviewer
Gio
Location
Cheshire
Date
16/08/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have been with Plusnet for over 10 years, have recommended friends to join in that period and have seen the changes.
Originally, their support lines were answered pretty quick and their support was 24/7, which was excellent.
Move forward to today. Plusnet no longer have 24/7 support as it is between fixed times now. One can understand this as a cost cutting exercise and I would be happy to let it slide, BUT (yes, it is a big "BUT"), if you try to call them now when you have a problem, not only is their service not 24/7, but THE WAITING TIMES NOW 15 MINUTES or more...
Heck, just today I called them twice, waited well over 15 minutes both times, got fed up and hung up.
This seems to be a common theme and for a company that I have sang the praises for over many years, I can no longer do this as their service really has gone to the dogs.
One could argue that there is now online chat and one should use that. I challenge you to give that a go and see the wait times on that also...
Plusnet, you used to be an amazing company and I couldn't sing your praises high enough a few years back, but what the heck have you done? You are managing to systematically kill a perfectly good working model.
I come from a corporate IT Support background and one knows that a company is only as strong as its weakest link, and guys, your new business structure model is pretty bad to say the least.
The broadband reliability and speeds are pretty good, so no complaints there, but good luck when one becomes stuck and needs their support.
Reviewer
Jack Kent
Location
South Yorkshire
Date
15/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After selling and charging us for Fibre internet, we late realised they hadn't switched us at all! Attempting to change back to our previous broadband was ridiculous, as customer support had long waiting times and the operatives just redirected you in between departments. Few months late they randomly changed our phone line to them without us even asking, and again resolving this was just another big hassle. Internet speeds advertised as up to 17mbps only achieve 2mbps, even though neighbours on similar contracts receive higher. Moving away as soon as possible. Stay away!
Reviewer
Bob
Location
Isle of Wight
Date
14/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I have had this ISP for 10 months now and experienced 3 Broadband failures averaging five days loss of service at a time. Plusnet are really not interested so the complaint has now been taken to CISAS. This contract has no chance at all of being renewed.
Reviewer
Josef Kurcik
Location
Barnsley
Date
13/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
NO RELIABILITY AT ALL. Connection drops +10x times per day. Streaming or watching a youtube video? In your dreams maybe you would be able but not with plusnet.
In case you would like to report some problem you need to stay on their brilliant support lane for over 30 minutes but nobody is doing anything for you in the end anyway. Just a lost cause. Hands off for your own sake.
Reviewer
steven
Location
cheshire
Date
13/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
absolutely appalling service
the phones are never answered and if you ever have a query that requires them to ring back they never do
avoid, avoid, avoid
Reviewer
Cardosi-Bennitt
Location
Bedfordshire
Date
12/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Steve Hartin
Location
Sutton Coldfield
Date
10/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As a new customer to Plusnet I find that they can talk the talk but thats were it ends.
Two months in and we are still waiting for Plusnet to complete. We had fibre broadband via EE at 38MB no problem apart from the cost to upgrade to 78MB. Plusnet came up with the best deal, but are not the sharpest knife in the box when it comes down to technical issues like dealing with BT Open Reach, crossed lines, jumpers and line tags being in the wrong place. The phone conversation today does not instill me with confidence as they now tell me I only have ADSL........
Reviewer
Tom Drake
Location
Milton Keynes
Date
10/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Atrocious!! I was told from the get go that I was not able to get Fibre and so I ordered standard Broadband. They posted 4 routers to various incorrect addresses before I finally received one a month after my contract had begun, the speed is terrible, had to cancel Netflix as cannot stream. I then find out my neighbours have Fibre at their properties and an Openreach engineer told me I would be able to have it too, so I rang Plusnet who told me I couldn't because "computer said no" but they'd speak to Openreach... 2 months and numerous emails later and I was finally told. No. So I then emailed Openreach myself... 1 day later my address was updated on the system and low and behold I can order Fibre. Plusnet are the slowest, most ridiculous company I've ever had dealings with. Completely useless.
Reviewer
Graham
Location
Nottingham
Date
09/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have a problem with my internet connection. Have been trying for DAYS to contact PlusNet. Massive wait on phone line, on line Chat not working, Customer Forum ignored! I cannot even get in touch to cease my account!! They have gone to the dogs since being taken over by BT. Absolute rubbish!!!
Reviewer
angry customer
Location
south
Date
08/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just signed up Plusnet, already regretted. Customers have no protections/rights in this company. I should have read the reviews here before I sign up. STAY AWAY FROM PLUSNET!!!
Reviewer
Ryan
Location
Folkestone
Date
07/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Always cutting out - completely unreliable and then always up to me to find out what is going wrong; they never contact me first; no easy way to see if there are issues except a laughably vague page about service status. Customer "service" is a horrendous community run one full of busy bodies without any real technical expertise that make it harder to solve your issue if you're too polite to tell them to sod off. Expensive for unreliable internet, random change (always lower) in line speed. Avoid at all costs.
Reviewer
Ady
Location
Blackburn
Date
05/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just signed up with plus net and extremely disappointed with service. speed is next to none. customer service is poor, taking 15-20 min to answer and then not understanding problem and not offering solution. i have wasted all my day chasing things up and now they are asking me to do certain tricks with router. Annoyingly , they also asked me to connect directly to router if i want to get better speed. In this day and age, who would sit next to router ( which is wireless for a reason) to get proper speed!
please avoid plus net at all cost.
Reviewer
andy
Location
lancashire
Date
03/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Fast fibre optic let down by daily outages of several minutes, for no obvious reason.
Customer service appalling; miss one DD payment and they immediately (on the same day) turn off the service, very difficult to log back on to pay the arrears if your internet doesn't work! Best avoided unless you have no choice of provider.
Reviewer
Jim
Location
Harpenden
Date
02/08/2016
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Putting out a good review to even things out a little. I have been with Plusnet for 3 years although I am leaving to EE as they have beaten the price.
I have with plusnet unlimited FIber for £36 incl line rental. average around 70mb down 20mb up speeds.
I had a problem in the first year where the speeds went crazy slow. Apparently if you turn off the modem, BT will start selling of the bandwidth to you and you have to get a BT man out to reset your line. (something like that)
Reviewer
Heather Townsend
Location
Stopsley
Date
02/08/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I've been treated so badly by this company. For months I've been trying to contact them to stop them taking 5 times what they are meant to out of my account. They said they would only sort the problem if I signed up to a new 12month contract. Each time I call in I'm told they'll call me back within 4 hours and now I'm no longer accepting that they hang up. Still have the problem outstanding.
Reviewer
W Woods
Location
Thornhill
Date
01/08/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Good service .
helpful people at call centre
Sometimes a bit of await for answer beats bt any day
Reviewer
Wendy Tully
Location
Steyning
Date
01/08/2016
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We changed from BT over to Plusnet for tv and broadband couple of years ago. We've recently upgraded to fibre broadband. We rarely have to contact Plusnet for anything. When we do they are there to help on the phone or webchat. We're happy with the service we get. Recently someone tried to get us to change to 'sky' and I said No because what isn't broken don't try and fix it! We're with Plusnet for now and the foreseeable future.
Reviewer
Fiona
Location
Cornwall
Date
01/08/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am 10 months into an 18 month contract and increasingly having problems with poor speed and dropped connections. Plusnet say there's nothing wrong with my line or connection. So I'm going to move to another provider.
The contract I took with plusnet was
advertised as "£0 for for the first 12 months followed by £9.99 per month for the next 6 months", which averages at £3.33 per month over the 18 month period - which is what I've been paying (ie £33.30 to date). I have asked for a refund of this payment (as I am still in teh £0 period), which will go some way towards mitigating the cost of leaving early. Plusnet are refusing to refund anything, saying my contract was for £3.33 per month - because that is what I agreed to pay them.
They are a difficult company to deal with. I am writing this review in the hope that OFCOM reads it and takes appropriate action to protect consumers from bullying corporations like plusnet. Also, to warn other potential plusnet customers of what to expect.
Reviewer
Richard
Location
London
Date
31/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Really disappointing, supposed to be business contract, but really cheap router cannot port forward for CC or CCTV. Customer service says they cannot support port forwarding. Not much use for businesses really.
Reviewer
Patricia Marchand
Location
Chelmsford, Essex
Date
30/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Everything about plusnet is wrong.
My landline I had for 40 years deteriotated and though I could call people could no longer call me.
My broadband was slammed this means taken over by another company without my consent, this is how poor their security is.
Got no apologies, emailed their ceo who cannot even reply himself as he probably thinks he is too high up for all of us little mortal.
To speak to them I was left waiting for more than one hour at a time.
And yes during all the downs you will still be paying for services you are not getting, I call this fraud.
Terrible, horrible, really trust me don't go there.
Reviewer
vin
Location
london
Date
29/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
poor quality, intermittent connection, cheap but poor value, non responsive customer service.
Reviewer
V R
Location
Norfolk
Date
28/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Nightmare from hell, After more than a year still issues but there quick to threaten a disconnection charge if I leave but no fix.
Reviewer
Andrew
Location
Manchester
Date
28/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Disgusted...
Left Plusnet and since them they have made as difficult as possible.
They have received the payment but passed on the debt to a debt agency and are now adding changes and still haven't confirmEd the case is closed.
My advice... Stay away and don't believe the marketing. They will try to profiteer from small debts blaming processes and procedures for it.
Reviewer
Max
Location
Leamington Spa
Date
28/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm struggling to think of how they could be any worse. Maybe if they left me on hold for 3 hours instead of 2.
- Unethical, rude, overpriced, poor service, poor product.
- Too expensive when you consider that they reduce the speed by about 50% 1 day after they've set up (yes I know your game Plusnet). Totally misleading.
- Almost impossible to speak to about the problems (and you will have problems), unless you have all day to spare.
- They sent my most recent router to the wrong address twice, TWICE. 3 hours of call time wasted chasing this, 2 weeks of downtime.
- Stacks of hidden unethical charges; most ridiculous I've noted are how much they charge for a house move, EVEN if you restart a contract with them.
All of the above were never a problem 5 years ago, when Plusnet used to be a fairly decent company.
All the providers are terrible though, so what can we do? Ultimately it must be the general customer's fault for tolerating all of the appalling products and services around currently. I seem to spend half my life chasing UK companies that have failed to provide as they promised.
Reviewer
Tom K
Location
Notts
Date
25/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Extremely dissapointed with plusnet. Offer promotional discount of £50 which was not recieved and now I am locked into a contract.
They will not reissue the missing cashback
Reviewer
JC
Location
Sheffield
Date
24/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Pretty poor really at first it was great, even had a good signal in my attic room for months. Then it went down for a week, the first visit was no fault but it still wasnt working. The second the wire in the box was at fault. After that it was never the same but not faulty. Signal drops and it never works very well at the weekend. i spent a few months assessing BB speeds to see if it was upto 76mbps but was on average around 20. This did my head in as I was paying for speeds I could never get. Even though it was incredibly low it wasn't classed as enough to warrant and early fee free cancellation, because of the waiver about distance etc. Thank goodness they are changing prices in september as that means you can leave for free! They pride themselves in customer service, not quite sure what this means???... so at least when they sell you a crap product they'll be nice to you
Reviewer
Kaz
Location
Bilston
Date
24/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute disgrace the broadband is non existent the customer service is just as bad, all they want to do is get rid of you. The service was so bad that after only 8 months of using them we got rid, at a cost of course!!! If you contact and say how bad your service is, all they will do is try to get you to take fibre broadband at a higher cost and starting another 18 month contract. I told them NO, am now gonna try Virgin, better deal, more options AND cheaper than their fibre broadband. My advise....... AVOID PLUSNET AT ALL COSTS.
If it looks cheap then there gonna be a catch..... And there was....
Reviewer
Chris
Location
Hampton
Date
23/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
23/07/2016
AVOID AVOID AVOID.
I think that probably Plusnet is under new management.
They keep increasing prices,while decreasing speed.
I pay £38 for 50MB and I'm getting only 10MB. This is for their "fibre" broadband. This will increase to £40 in September.
This is not the only problem, they had better service year ago.
From one month I'm experiencing constant disconnections. The packet loss is unbearable, you just can't do anything without being cut-off mid point.
After numerous calls to them, which approximately last 50min of waiting time before you get connected, problems cannot get solved.
They also scammed me at the start adding phone charge which I did not order, but as it was small font in the confirmation e-mail. I did not read it and 14 days cancellation time passed. So I was stuck paying them extra and I even do not have or had physical landline phone in my life.(lesson learned)
Their customer service is doing everything to get rid of you as fast as they can. They won't talk to you,they just speed talk to you with standard sentence added to each previous "is there anything else I can help you with?" Which basicaly indicates that customer service is getting £ bonuses on the amount of people they handle,not the amount of problems they help with.
Once again AVOID THEM, if you want to have reliable internet, go somewhere else.
Reviewer
Spud111
Location
West midlands
Date
23/07/2016
Comments:
Absolutely shocking service ...... Part of BT say no more
Stay well away from this company
Had 2 accounts with them .... Cancelled both contracts with them
Be aware !!!!!!!!!!!
Reviewer
Richard
Location
Salford
Date
23/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Took over 3 months for them to set up my line. Once it was set up, the router they sent me didn't work. Took another 3 weeks to finally get internet. 3 days later they sent me another 3 routers...
Customer service is VERY poor
Internet service is also VERY poor. The router crashes constantly...
Do not use Plusnet.
Reviewer
stephens
Location
maidstone
Date
23/07/2016
Comments:
dropping connections constantly
very very slow
Reviewer
Alistair Renwick
Location
Sunderland
Date
22/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Where do I start?
Been a Plusnet customer for almost 10 years and I've today left and won't be coming back and I just hope this review helps a few people thinking of joining.
In the early days when they were a bit smaller they were great, they could cope with the levels of customer problems they had and the network they ran. However recently their service is shocking.
They have denied that they traffic shape connections but I have proof that my line has been traffic shaped.
Their customer support staff have a very patronising way of dealing with customers, for example "Have you made sure it's plugged in?"
They also WILL NOT investigate a problem until many more customers have reported that issue, so if no one reports the issue, you're screwed.
They say on their website they have recently recruited a lot more staff to help improve customer service but today I had to wait 20 minutes just to cancel my service!!
Plusnet used to be great and to be honest they are just living off that old reputation. The 18 month contract ties you down to the point where you feel trapped and that you have made a massive mistake joining.
Do the right thing, avoid Plusnet.
Reviewer
Joe Lavender
Location
Rotherhithe, London
Date
21/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
PlusNet have changed their approach to customer "satisfaction" and will now do all they can to get rid of you without attempting to rectify any problem. It never used to be like this.
Reviewer
8Ball
Location
Oxford
Date
20/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plus Net service is appalling, 18 months now of being fobbed off with customer service. The internet supply is terrible. I'm not going to waste my time going into every aspect of their service. Please be warned anyone thinking of signing up.
Reviewer
EG
Location
UK
Date
19/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
29/04/16 - The date my broadband was initially planned to be set up.
30/04/16 - The date was rearranged to the following day, the engineer turned up and told me there was already a phone line there (something I had already mentioned - but yet Plusnet insisted I must pay £60 for a 'new' line installation which never happened). The enginner told me this would be done within 24 hours. I then called Plusnet, who informed me it would actually take until 04/05/16.
02/05/16 - The date my new employee who is a good friend of mine was due to start - but couldn't as we did not have broadband. When I called Plusnet they also delayed the activation date further til 05/05/16.
05/05/16 - I am now told that the broadband would not be completed until 09/05/16. So reschedule my new employee to start on that date.
09/05/16 - Still no broadband, new employee comes to work and is sent home again.
10/05/16 - Broadband is finally activated. But for the next few months cuts out regularly, causing huge disruptions to my business and customers. Plusnet initially blames me for switching router off at night, but after I stop doing this and the problem persists for a month, they now say it is something to do with the line which will be updated, but the problem has persisted since.
19/07/16 - I had arranged for my phone line to be moved from my old office to the new one. I was charged £60 for this. The engineer arrived, completed the job, but I am now left with no internet, and have to close my business down until this is resolved. I had written confirmation via e-mail, and also was told on the phone that I would not be left without broadband and the transfer will be completed on the same day.
The only compensation I've been offered by plusnet is 25 pence (that is not a joke). I was so amazed by this offer, that I had to question whether it was intentionally done to mock me.
The list of excuses I’ve had from plusnet are:
“You took someone on too soon after the installation date.”
“You shouldn’t have chose a budget broadband.”
“It’s because you turn the router off at night.”
“If we’re losing you that much money, why don’t you just pay off the £250 contract.”
I think it is disgusting that PlusNet are allowed to get away with this, and in doing-so, put the jobs of 4 young workers at risk. This is not a one-off case. They have a trustpilot score of 1.1/10. The fundamental rule of the Sale of Goods and Services act states that any goods or services must be as described. Surely, with such an exponential customer dissatifaction rate, it must raise the question as to whether or not Plusnet are complying with this.
Reviewer
Justin
Location
Borth, Wales
Date
18/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After placing the order it took months to get connected, with no real apology or reason. Broadband speed was very slow, they would occasionally speed it up when we complained, but generally pretty terrible, and always at the lower end of what was promised. Since they were bought by BT customer service has suffered so it is pretty poor. Just ended contract and had to pay a £130 leaving fee....even though we have plus net at the next house (apparently they can not deal with merging 2 plus net accounts together!). Overall almost as bad as BT, although customer service is at least still in UK and hasn't been transferred overseas yet....
Reviewer
Bogdan
Location
London
Date
18/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plus Net are the worst!
First of all they tricked me into switching by promising Fiber, but gave me ADSL with a lame excuse blaming the OpenReach not being ready. I explicitly said I would only switch to them if they had fiber and they guaranteed they did.
Second, I was without internet for 2 weeks until their service started.
Third, I'm often seeing 1, 2 megabits speeds and the connection drops often. I was promised 15. And I know my megabits from my megabytes, I work in IT. Their connection is totally awful.
Finally, after more than a year, I'm switching to a new provider, and they refused the initial cancellation request with a lame excuse that they thought I wanted to stay because of a change I made in my account online, or something along those lines. I had to restart the process.
Omg PlusNet, if I had more time on my hands I would talk to layer and sue for such a terrible treatment.
Reviewer
Nigel
Location
Kent
Date
18/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've engaged a number of internet providers over the years and to be fair most are fine at what they do, Plus Net is a different story though!
We booked them, the hub never arrived at the appointed time so we contacted them, They claim another one was dispatched to our home address, but nothing.
I phoned them as we were getting desperate, I was calm, didn't raise my voice, didn't use foul expletives but they needed to know my business was suffering.
Halfway through I was cut off leaving me to put it politely, angry.
This company is unprofessional, rude, and frankly will be sparing with the truth if it suits their purpose.
Please Please stay away.
Were do you proud, take them to the advertising standards authority!
Reviewer
Eddy
Location
United Kingdom
Date
17/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Plusnet since 2012, and they were very good until they were bought by BT. Now, they are, in my opinion, THE worst service provider available.
- They can't afford to provide service to all their customers, so there is a 50% chance you will be throttled on a DAILY BASIS.
- Their customer service is awful, now. They always deny that they throttle anyone, when you ring them up, it then strangely stops being throttled. 3 hours later? Throttled once again.
- The broadband speed, when you aren't throttled (never) is also usually poor with internet pages taking 5+ seconds to load.
DO NOT SWITCH TO PLUSNET OR RECCOMEND IT TO ANYONE. DON'T MAKE ANOTHER POOR SOUL GO THROUGH BAD INTERNET.
Reviewer
Julie
Location
LONDON
Date
17/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'd advise anyone and everyone to avoid at all costs, this service and customer service is shocking.
Reviewer
Michael O'Farrell
Location
Date
16/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Promised one speed delivered a slower one. Even emailed me to let me know!! Failed to reply when I asked if they we gloating. As for customer service I have tried a couple of times to change the product but their system claims I have an order in progress, yet on another page says all orders are complete....Farce set in Yorkshire...Never again.....
Reviewer
Said
Location
Dagenham
Date
16/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet is a fraud and no one should go there based on my poor services i got from there.
They even fail to honor their own contract with me claiming they made the contract in and error and continued to charge me lots more and refused to listen to my complaints.
Reviewer
stu watson
Location
cumbria
Date
16/07/2016
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I transferred over to plusnet from TalkTalk thankfully it was after Ofcom put in new rules which allowed me to transfer mid contract. I'm so glad I did, speed and reliability is fantastic, UK based calls,my only gripe is that the router they supply you is not the greatest, but I use a BT Hub 5 that works flawlessly. The prices are going up for plusnet in September but i will not be transferring as this ISP has to be the best ive been with, you wouldn't think it was owned by BT. Well done Plusnet!!!
Reviewer
PO'd
Location
Essex
Date
16/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Abysmal. Actually a worse service than Virgin Media, a prospect I tryly believed not to be possible.
Price hikes, terrible connection with constant router drop outs, no customer service to speak of, slow, slow connection speeds when it does on occasion connect.
Avoid at all costs.
Reviewer
Stephen
Location
Elgin
Date
16/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I first joined 2 years ago my house received a relatively good speed and connectivity for about the first 8 months or so. Then things gradually went downhill with more regular disconnects and slower speeds, down to 2 meg or less, not even enough for Netflix etc. This year has seen things get even worse, culminating in my getting home on the 15th June to find I had barely any connection at all, not even enough to load webpages properly. Since contacting them I have been passed from one "Analyst" to another over a matter of weeks, tried every single suggestion proposed (with many days between responses) and was then accused of having a faulty setup on my property so it was my problem. Finally upon calling the tech team again a different staff member indeed found that it is a line fault and would call me the next day with the outcome. Surprise surprise no phone call and no contact. My home has now been without broadband service for a MONTH while they are still twiddling their thumbs and keeping me completely uninformed (while happily taking my money).
So to sum up, they may have been decent a while ago, but now I'd have to advise anyone considering them to STAY AWAY from this outfit. You have been warned!
Reviewer
Steve
Location
Scotland
Date
13/07/2016
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Im shocked to see such poor reviews for Plusnet.
Ive been with them 3 years and apart from the router rebooting a few times ive not had any complaints.
Never had to contact CS in the 3 years ive been with them.Must be true that the only reviews you see are the negative ones.
Reviewer
Sue
Location
Liverpool
Date
13/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the first time I have ever written a review on a company but Plusnet are by far the worst company I have ever had to deal with. I've been stuck with them for 18 months with the worst broadband signal imaginable I think dial up I had in the late 90's was faster!. We cant even watch bbc Iplayer without having to restart the programme several times because our internet connection is so poor. Don't even bother trying to call them I have spent upwards of 2 hours on hold countless times trying to get through only to be told its BT's line problem. It's not because I work from home and I have a BT line with broadband that is lightening fast!. The router is so poor you can see how cheap it is. Whatever you do don't get a contract with these people as when your internet doesn't work you will never be able to get hold of them on the phone!. I had to count down the months til I could leave and get a decent connection with a competitor.
Reviewer
Vaughn
Location
Norfolk
Date
13/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
RUBBISH SERVICE One year on still having faults, Slow slow slow . Had all the usual excuses and threaten with a £50.00 call out fee if fault my side of socket,I quickly agreed if they paid me £50.00 if fault was there side which it was £50.00 plus some compensation but here we go again second and third batch of issues since the repair. Have not even got the decency to release me from my contract so looks like off to the ombudsman this time.
Reviewer
mike W
Location
Leeds
Date
11/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I'd read your notice on Plusnet. I have tried many providers in the some good/average but none as bad as this crew. I can't wait for my year is up. Why is it not possible to get a help line, others have and reason experience have settled.
Reviewer
Jenny harper
Location
London
Date
10/07/2016
Comments:
Plusnet used to have good customer service and a reliable connection. In the past couple of months this has deteriorated to the point where we now have absolutely no connection and have to wait at least 45 minutes to talk to anyone on the phone, who are now unhelpful and do not offer the service they used to. We are unable to get out of the contract despite the fact we get absolutely nothing they said we would. Would not recommend them to anyone else!
Reviewer
craig b
Location
north east
Date
09/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use PlusNet if you want any kind of speed. My fibre has gone down from 30mb to 15mb and I am tied in for two years. I will never ever, ever use these people again. YOU HAVE BEEN WARNED
Reviewer
Ant
Location
Kent
Date
09/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
FlatCappedNorthernerSmokingaRollupWithNoFilter
Location
North
Date
09/07/2016
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
Excellent customer service, the website is great, and the staff on the phone are superb. However after a few months I ran out of patience with the throttled speed under the data traffic management system. If we were just surfing it wouldn't be an issue. But we stream TV quite a bit as well so it is. I have triggered an early break based on the forthcoming price rises so we can move to a truly unlimited service provider such as Sky or BT. But if you just want to surf at a budget price with 100% hassle-free customer service then they are fine.
Reviewer
Mole
Location
London
Date
08/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We were without broadband for three weeks when we switched to this bunch last August. We are not at all happy with their service. They use the standard BT policy of blaming the customer/ customer's equipment when they fail to provide the service you have paid for. This usually happens after about forty five minutes on the phone to their technical people who are mainly useless. Our broadband stopped for four days last week, and it stopped again yesterday. The customer service people parrot their scripts over the phone, but they have no interest in helping you as long as they follow the procedures. I'm borrowing a neighbour's wireless network to write this, BTW.
PlusNet are really awful. Please don't use them.
Reviewer
Emma
Location
Derby
Date
06/07/2016
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Comments:
All I seen to see is bad reviews on Plus nets customer service.
I personally have had a brilliant experience with their Customer service.
Unfortunately my Internet did not go live on the day that it was said to go live. I rang plus net regarding my bill as I hadn't received the Internet I was paying for. After reading the reviews I was concerned I would have a battle on my hands, I was pleasantly surprised that Plus Nets customer service was outstanding, with in 5 minutes they had not only refunded me but gave me a good will gesture for the inconvenience caused for not having the internet.
Thank you to Plus Net!
Reviewer
Giili
Location
Wrexham
Date
06/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Worst service ever, never respond to any emails, don't return calls when they say they will. Booked an engineer 3 weeks ago to come out on Monday, no show, turned up on Wednesday without notice when nobody was at home and now wants to bill us, oh and they never answer the phone.....take my advice, do not touch them unless you like the worst service imaginable.
Reviewer
fjm
Location
york
Date
06/07/2016
Comments:
utterly useless, like BT!
after house move, more than 3 weeks ago, still waiting for Plusnet to get the internet going. usual malarkey of engineers coming and going, in spite of previous owner having fully functional connection. never any contact from them just more excuses (after you have contacted them!)
level of incompetence is outstandingly high, level of customer service unbelievably low.
Reviewer
Spencer
Location
England
Date
05/07/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Crappy don't buy complete rip off. It goes down at least once a day and is seriously slow. If you want good broadband go somewhere else.
Reviewer
DLoaded
Location
Worthing
Date
05/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
My 2 year prison sentence, (the minimum contract) is over! Yippee!
I have never had such a shoddy service. Their website isn't clear, (try communicating through 'tickets' as they call them or as I call them...COMPLAINTS!), appalling service being called, 'dude' and 'buddy' as a business customer! Oh and what is the fuss about Yorkshire? They seem to rattle on about it a lot. What has come out of Yorkshire? A load of people moaning about a cutlery factory that shut down years ago! Glad I have left, had 2 years of slow service and no one was interested in putting it right. Copper wires from a green cabinet to the house are not fit for purpose. I suggest you all go onto cable!
Reviewer
Shereen
Location
London
Date
05/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been with Plusnet for more than a decade, fearing to leave because everyone else seemed as bad. Finally I'd had enough and switched my landline (with BT until then for the same reasons) and broadband (Plusnet) to the Post Office. Everything went smoothly and my new service was activated on 15th June. I'd been told on 2nd June when I placed the order that I need do nothing more and everything would be automatic. BT sent me a letter saying they owed me a refund. Plusnet has now sent me a bill for the coming month AND are threatening to send me a £30 bill for what they claim is "incorrect transfer of broadband" by the PO. They claim that I have had two services operating for the past month. PO says that they notified Plusnet and Plusnet just didn't process it. Plusnet is threatening to send debt collectors after me if I refuse to pay.
Reviewer
Sharon
Location
Llanymynerch
Date
05/07/2016
Ratings
Speed
5.00 stars
Reliability
5.00 stars
Comments:
just been charged £37 to cancel,because they couldn't get sorted in the new house in time so had to go with bt,no loyalty or good will with customers,will never use again
Reviewer
Karl
Location
Norwich
Date
04/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
When you realise PlusNet are a part of BT, you understand the poor service and terrible connection issues. PN didn't even connect my router from there base for months and I experienced connection issues I couldn't resolve even when calling support many times.
So many issues with my year with PlusNet. Glad to get rid.
Reviewer
Trevor
Location
Aberporth
Date
02/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Signed up three weeks ago, paid 12 months upfront, needed line installation, they forgot to book in. Gave us credit for £50.07 with promise of a call to re-book installation, no contact. Eventually after many times of trying to phone, got through, they promised again to call and re-book appointment, still no contact. Went on help left messages, still no call. Spoke on chat, we cannot help, you will have to phone in. What a load of rubbish this company is, will be requesting our cash back, if we can get through. DO NOT USE PLUSNET.
Reviewer
Cannon
Location
Altrincham
Date
01/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Three weeks after service started and still no regular broadband. Really poor. AVOID
Promised a month's refund for little/no service and when I called to chase other services, they had no record of refund.
Reviewer
frans
Location
york
Date
01/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
moved house on 14/06, told plusnet 7d in advance (which was not enough apparently!) but even when they finally showed up on 20/06 they could not connect either phone or broadband. after 2nd visit phone finally worked (10d !!) but still no broadband. of course it's not plusnet's fault, it's bt's fault (same company), and plusnet 'can't do anything about it'.
Reviewer
Sarah
Location
Essex
Date
01/07/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have been with Plusnet for 2years and was very happy with their service when I had Broadband.
Since switching to fibre after moving to a new flat my service has been sporadic at best, I've had to loose a lot of time from work while they send engineers to examine and re-examine the problem. My internet has been out for weeks at a time and I have lost the ability to complete work assignments and I've had to take off 5 days from work in order to accommodate engineers to "fix the problem" which has never been fixed. I have been trying to resolve this issue for almost 1year.
After all of this time and hassle I finally decided to cancel my service and the Plusnet operators (3) all very apologetically said "tough luck pay up" even though the were not able to provide the service for which I was paying.
The operators are all very nice but at the end of the day they don't care about you or your situation, they don't care if you are getting the services that you are paying for ... They just want your money. STAY AWAY!!!
Reviewer
Tarbie
Location
West Midlands
Date
29/06/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Just switched to Plusnet from Sky, purely because of price.So far so good after reading lots of negatine reviews on various review sites.Phone line was reinstated within 2 hours of being switched off at 8.00am by Sky. The brochure supplied with the router does state that internet could be anytime upto midnight on the day of the changeover so wasn't too concerned when it wasn't working by 1.30pm. However the booklet says they will inform you by e.mail when it becomes aavailable.How do you get e.mails without the internet?,so I gave them a call which was answered reasonably quickly and effiently by their helpdesk and he said he would "keep his eye on it" and call me when it was ready.At 7.30pm I was getting a bit "tetchy" so I gave them another call.I did have to wait about 10mins to get answered and was told,very politely, that it was ready at 4.10pm but someone had not flicked the switch! A small error that could have been avoided but on the two calls I made they were both handled efficiently and very politely.If anything does go wrong I'll be on the review site and let you know
Reviewer
Martyn
Location
Dunstable
Date
29/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Many issues over the years, stuck with them but have decided to leave. For the pleasure of leaving them been charged 1 months notice (which I knew about) and £25 charge which I didn't - apparently its so they can "switch it off". What a con - avoid
Reviewer
m rafique
Location
bolton
Date
28/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I applied for a broadband service becauce mine is finishing end of july . the price quoted was around £18.00p/m they tried to take out £65.00 , when i rang them answar was that was a mistake it should be £17.00still getting email for 65.00
i wanted to retain same number but they tried to give new number THIS IS MICKEY MOUSE COMPANY TRY TO STAY AWAY FROM THEM . got a letter from them to day seems like they employ temp staff all they want to make their comminsom and stich customers they give wronge imformation to would be new customers
Reviewer
esther
Location
east london
Date
27/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
i was misled at the time that it was the cheapest fastest and reliable. this was not my experience. i spent £140 to cancel because i didnt want to continue with them and the ridiculous exorbitant charges when i moved house.
Reviewer
LadyJane
Location
Christchurch
Date
27/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Wish I had read these reviews before I agreed to change from BT. Still waiting for my Broadband even though they told BT it would be changing over from the 10th June! Customer service team are appalling! No one interested at all! I agree with a previous person, I would have give less than 1 star if I could have!!!
Reviewer
Dane L
Location
Croydon
Date
26/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Customer service was one of the reason I chose plusnet. However I will be leaving them at my earliest opportunity. Every month there is a problem with the billing on my account. Every month I am forced to contact them to correct it and get a refund. Every month they tell me the problem has been fixed but it never is.
I didn't sign up with them to have continuous problems.
Overall I am very disappointed and would NOT RECOMMEND them.
Reviewer
Ray Pitt
Location
Essex
Date
23/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Customer services are downright rude and are there for one purpose only, to intimidate you with threats of debt collection agencies. Service was restricted seven days prior to the date notified by Plusnet if payment not made.
Would rather pay the cancellation charge than continue to support such a loathsome company.
Reviewer
Phil
Location
Southampton
Date
22/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Probably the worst company I have ever had the unfortunate pleasure of dealing with. I've had no end of problems with them including; 23 days late starting the service, never, to this day getting the phone line working (only internet) and wanting to charge to send an engineer to see what the problem was (worked fine with the previous provider.), My phone line was cut by contractors just before Xmas, (I depend on internet access for work) and pleaded with Plusnet to send someone out. Again told to pay for the engineer visit, took 2 weeks to book the appointment, first one was cancelled by Plusnet with out letting me know. I had to fight tooth and nail to then get an priority appointment booked in, still took a total of 4 weeks to put a "bodge job" fix in place (I don't have a line at the terminal just a line through a maintenance hole where my electric meter is. Several customer service reps accused me of lying when I told them the mobile I was calling from was a work phone (Criteria for a priority is if you have a mobile your not a priority.) And that I couldn't use it for personal use and that I could not afford to be out of work for 4 weeks. Called today to give them 1 months notice that I was leaving told I was giving them too much notice and therefore would incur a charge. The suggestion was wait until I was out of contract and incur a month of line rental and monthly package rates while the change over was arranged. Utterly shocked at how bad my experience has been & itching at the bit to dump them.
Reviewer
TakenForARide
Location
oxford
Date
21/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Been a customer for several years. I moved to a new area, and Plusnet assured me that they provided broadband services to that area. Four days later customer service sent me a text saying they could not do it anymore, and went ahead and charged me £30 for cancelling the contract, saying that I moved to an area they could not service. Therefore it was my fault. Do not expect any understanding on their part. Would not recommend them.
Reviewer
Adam Jones
Location
Anglesey
Date
21/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Having switched to plusnet from Sky I wish I stuck with my standard broadband!
Was set up eventually after a 2 week delay leaving us without any internet or mobile coverage - as we rely on a booster box for mobile signal - and to put it bluntly the wireless is possibly the slowest I've ever encountered and considering it's supposed to be fibre broadband, I can get higher speed through 3G in most places.
If you ever want to phone them, you'll get stuck with someone who doesn't care about the issue and will instead hide behind terms and conditions and tell you that you have broken your router by putting it near other electronic devices and then have the cheek to charge for a replacement.
Honestly, if you want broadband STEER CLEAR, I'm currently waiting for a cancellation cost (been waiting 3 weeks) just so I can pay to leave.
Reviewer
Phil
Location
Leamington Spa
Date
19/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I moved to Plusnet from BT Infinity, expecting exactly the same speed. How wrong I was. My connection went from a pretty stable 60mbit to a highly erratic 5-20 bit.
Plusnet support, if I can call them that, were incredibly unhelpful and downright rude. They refused to help, telling me I wouldn't be released from the contract and that the service was performing acceptably and within their limits.
Worst ISP I have ever dealt with. AVOID AT ALL COSTS.
Reviewer
Leah
Location
Fleet wood
Date
18/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I ordered my wifi with plusnet two weeks ago. Was told 4 different dates for my phone line to be installed which I rang to ask why this was happening and was told this was a fault with the system. The phone line was installed on the original date I chose ? Confusing ... YES.
I got over this as things happen with computer systems etc.
The man who came to install my phone line did not have a clue on what he was at my property to do !! He was asking me questions on what he was there to do. I rang customer service to ask what exactly he was going to do so I could let him know ! How could you not be embarrassed by lack of professionalism? No communication between the staff clearly.
I then had to ring to get my router posted out to me which the man at my property suggested I do. Thankfully I did cause from the impression the girl gave on the phone call they had no intention of sending router out until I called as they send the router out certain days after
My lines unstalled but my wifi was supposed
To be up and running three days after the line was installed.
I received my router on the Thursday. My phone line was installed Tuesday. I rang again on Thursday to ask what I now do as I have the router and I got told I would be informed when i could plug it in.
I rang on Friday afternoon as I was getting impatient now and felt I wasn't being kept updated with anything.
I was assured my wifi connection would be up and running my Friday night at 12pm and received an email confirming this. Not once did the email say there could be a possibly of a delay !
I rang today ... Saturday as my wifi is
still not up and running. The girl who answered was rude and obnoxious! She just simply said it took two weeks .. (It was now over two weeks) she then told me they said it would be running by 12pm (she clearly got confused as that was YESTERDAY ) when she realised I was correct she decided to tell me there was a fault with my wifi connection and it couldn't be addressed until Monday. So now I'm waiting another two days for the fault to even be looked at !
Why did it take for me to ring them to be told there was a fault. Why wasn't I emailed or given a simple phone call to be updated with the fact there's a fault and I would be waiting even longer. An apology wasn't even given to me by this girl and neither was an explanation. When I asked if I could leave the contact she told me I would be wasting my money and put the phone Down on me ?
What sort of person who works as first point of contact for customer service with a company puts the phone down on a customer ?!!
If you can't deal with complaints correctly and with respect then what company employs people like this individual I dealt with today to manage their customers ?
Customers make a business.
Treat rhem with respect!!
I rang back after the phone was put down and a second girl answered.
I explained what had just happened and she said she would log what I had said and she said she had put the complaint in for me. But no email etc was sent to me to confirm this action had been taken.
I am absolutely disgusted I paid a £80 setup fee with plusnet.
I am disgusted with the standards of customer service and am horrified this has all happened within the first two weeks.
I have complained on the phone.
I have complained through email on plusnets official website.
Let see if I actually get a decent respectful response instead of an automated email
Or a rude person on the other end of the phone.
If anyone knows how I can leave the contract
Please let me know :(
Reviewer
Dave Stockton
Location
Westhill, Aberdeen
Date
18/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Gave one star because there was nothing lower available. 1/1000 in all categories. Worst decision to join Plusnet (fibre road band). When I joined them, first few weeks everything was perfect. After the time when I was not change my decision, terrible service, terrible customer service. DON'T GO FOR ANY PLUSNET AND DON'T TRUST THERE GOOD SERVICE FOR FIRST FEW WEEKS. Now I have to use their service for two years but first and last time in my life.
Reviewer
John
Location
Durham
Date
18/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am amazed that Plusnet score highly in any areas. I joined in Sept 15 and have basically written the year off to maintain my sanity as it has been impossible to resolve continued issues.
* Customer Service - Up to 45 mins to get through and hours of calls with nothing resolved.
* Speed and reliability- Depends on time of day as they throttle the line at peak times. No other devices can be connected if i watch my Now Tv box including turning off the wi-fi.
Roll on September so that i can be free.
Reviewer
Simon
Location
Cheshire
Date
15/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worst decision of my life to join plusnet. Worst customer service possible!!
Reviewer
Jim
Location
EPSOM
Date
14/06/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Excellent service. They did everything as promised and on time when I switched from BT, The call centre is located in the UK and responds very quickly to any query.I thoroughly recommend PlusNet to new subscribers.
Reviewer
michael cullen
Location
bristol
Date
14/06/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
My broadband has been ok on balance, but not the phone. I moved house and managed to keep the same number (so far so good) but now the line is installed I have no dial tone, only patchy broadband / wifi. Been waiting over a week. No response from customer support. I have "raised a question" on their site, phoned and waited 30 mins several times, and used online chat (which also has a 15-30 minute wait time!). To be fair at the previous address it worked fine for 3 years, but whenever I had to call (e.g. to arrange house move, change billing etc) it was a slow and painful experience. I would not recommend them. Their blurb about honest northern values just gets my heckles up now.
Reviewer
Ian
Location
Durham
Date
14/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
5.00 stars
Comments:
left within a month of joining. the customer service is appalling, they just dont care.
my speed dropped from 39mb steady (the maximum my line can handle as shown in my router) with my previous 2 suppliers, to a solid 21mb. this is not plusnets fault and they have no resolution. like it or lump it apparently.
Reviewer
Sam
Location
London
Date
13/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly the worst broadband service I've ever experienced. Slow connections and even cut-offs at random times of the day and a lot more at night.
Switched to BT and all is well.
Reviewer
Bruce
Location
EDINBURGH
Date
13/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been using different broadband companies in the past 10 year, this one call Plusnet is absolutely the worst ever company, waiting for half month until the installation date. Stay home for the engineer from 8am-6pm. nobody turn up, call the customer service for 40 minutes, speak to a staff, simply tell you the engineer will not be here and also can not tell you when will the engineer come, no text no email nobody tell you anything, can not believe this is a UK company, avoid for your own safe. Unquestionable No 1 Rubbish Company.
Reviewer
yorkiealan
Location
scarborough
Date
13/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
terrible company agree with everything people say on here,but help is a hand wont be long till BT put the line rental up,and then plusnet will follow suite,and you will all get a letter,so just cancel with no charges its the law,ok
Reviewer
cb
Location
cramlington
Date
13/06/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Just signed up for two years and the fibre speed is half of what sky speed was. Pease just stay away. I will never use PlusNet again
Reviewer
D Reid
Location
PA31
Date
12/06/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband speed far below Scottish average. Plusnet do not seem to be able to increase speed even although I have upgraded package. No complaints with the Phone part of package which works well.
I suspect B/B speed problem will not be corrected due to the low customer density.
Reviewer
Trevor
Location
Shropshire
Date
02/06/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely dreadful. Stuck with them until my contract runs out unless I want to pay over £100, but can't change a direct debit date, charged more for paying with a debit card. Rubbish customer service (with added attitude!) Terrible connection. Overall simply DO NOT use!
Reviewer
Darryl McAdam
Location
Craigavon
Date
31/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could have given half a star I would have.. Easley by far the worst network provider I've ever had.. I've been a broadband customer with both bt and sky in the past, and only ever changed between them due to good competitive price deals, never had any issues with customer service or network reliability.. Unlike the shocking treatment I've had from plusnet!!!!!! The entire experience I have had with plusnet has been a complete disaster from start to finish, an absolute joke of a network provider.. If ur thinking about switching to plusnet, I would strongly recommend you reconsider!!!!'
Reviewer
Rob
Location
Medway
Date
31/05/2016
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
All was great until I went to cancel and then they hassled for cancellation charge, they only cancelled the phone line and not the Broadband even though I had said I had moved out? then it worked out that they had overcharged me after I had cancelled, so after some discussion, only had to pay £3.02 to cancel and not the £30.
Reviewer
LIC
Location
North Wales
Date
29/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
PN used to have great customer services. Not anymore. Their CS agents are incompetent, lie up to their teeth and a child of 12 understands broadband better than any of them. They are there for show, but not capable or expected to solve any problems or provide correct advice, everything is deferred slavishly to their masters, BT. Don't believe any of their false advertising, keep away if you have a choice.
Reviewer
Mr Slade
Location
Bristol
Date
29/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible company. A team of potatoes could run a broadband company better. The router supplied by them leaves us with no wifi at all for hours at a time because it constantly crashes. In fact the only reliable thing about plusnet is that their routers will crash at least once a day. We have phoned and spoken to them countless amounts of time only to be fed the same tired old stuff that means nothing, they are cheap but even at this price the broadband is bad, every time we submit a fault report our broadband suddenly comes back to life and works perfect only to go into the same routine not a day later. The customer service team have absolutely no idea what's going and and assume everyone is thick and can be told "switch it off and on again" we are moving house soon and one thing I am certain of when we move is that plusnet will not be in any way shape or form a possibility for our broadband provider. AVOID AT ALL COSTS.
Reviewer
Shesha
Location
London
Date
27/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible....Please do not go near to this company. I have suffered enough for the last 6 months. They seems to me that they have given up and now they do not even answer my email. Phoning is waste of time. I made a big mistake by paying the line rental in advance and now they refused to pay back instead they want £55.00 as penalty. Keep away from this company.
Reviewer
Catriona
Location
SE Wales
Date
27/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
HORRENDOUS. Plusnet need to be investigated by Ofcom for numerous reasons. They have not supplied the contracted speed (sometimes speed has been close to 0). We spent HOURS on the phone with them messing us around to get an engineer out to confirm (yet again) the speed was still (since the day we took out the contract) under the contracted speed. They don't document everything on their support tickets if it doesn't suit them (trying to hide from Ofcom when complaints are made?). We had to fight to get confirmation from Plusnet that under Ofcom's Code of Practice we could be released from the contract with no costs. They are now trying to charge us (which they won't get away with) Their customer service is terrible. They pass you around in the hope you'll disappear. They give incorrect information. They don't do what they say they'll do. AVOID AT ALL COSTS.
Reviewer
Tony B
Location
Halifax
Date
26/05/2016
Ratings
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
AVOID - hidden charges !!!
Speeds very low at peak time but to be charged £30 for a disconnection fee when I'm not in contract is a joke. It's hidden away in your terms & conditions. Avoid at all costs !!
Reviewer
Shesha
Location
London
Date
25/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I Moved from Talk Talk to plusnet 5 months ago after reading MSE review. Weekdays I use it in the evening for an hour or so and on weekend bit more. We do not use telephone line instead our mobile. Since 4.5 months I had very slow speed internet or sometime not at all. I must have complained about 6 times and proved it by sending the screen dump of speed test screen showing 0.8mb/s to 2mb/s. They do not understand my frustration instead they will give you loads of excuses and ask you to carry out the routine test which does nothing. When I asked for cancellation they said I have to pay the penalty plus will loose my rental payment paid in advance. Honestly, I now wish I'd stayed with Talk Talk though they were bit dearer. I think that says it all. Keep away from these people.
Reviewer
M
Location
Wiltshire
Date
25/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Word of warning never use PlusNet broadband. Absolutely disgusted to be told that they want £200 to cancel my account because of a house move even though I've been a customer for years. Be warned.
Reviewer
Mick
Location
Hampshire
Date
25/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish fibre service and customer care. Switched to them from Sky who were giving me 37-38 mb download speed with 9.8mb upload speed. Plus net giving me 19mb download and 1.9mb upload speed. Complained after the ten day line settling period and told it would be sorted with 72 hours. After 3 days still not sorted so complained again. I was told they had by MISTAKE had set my speed to the slowing adsl speed of 21mb and not the 40mb Fibre. Told it was now fixed and need to go through another 10 day settling period. Low and behold 4 days into this get told they haven't fixed the fault after all and they were not going to bother as I had decided to cancel and switch to another company. Now say they are going to charge me over £200 because I have decided to leave. I explained this is because they continually lied to me and have a rubbish service. They just don't care. I also don't appreciate being called mate by a patronising engineer. They seem to rely on customers not being computer savvy and checking their service.
Reviewer
Ashley
Location
winslow
Date
24/05/2016
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I cant understand the hate on this review page. Is this a conspiracy?
I've been with them 8 years at 4 addresses and am very happy.
OK customer service takes a bit long to answer nowadays, but have you tried speaking to a human in BT or, God forbid, Talk Talk
I've had a stable connection for weeks not at 70Mb on my fibre in a village.
Realistically, the internet backbone is provided by BT wholesale anyway, so Plusnet/Orange/Talk Talk are just reporting your issues to BT anyway.
Knocking Plusnet because of internet provided by BT is crazy.
Only issues ive had is a botched install by BT of my 3rd plusnet connection.
make no mistakes, thats not Plusnets fault
Reviewer
Scott
Location
Leeds, West Yorks
Date
22/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible ... don't even consider signing-up with them ...!!!
Reviewer
Scott
Location
Leeds, West Yorks
Date
22/05/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They may be cheap but they are VERY unreliable. The actual broadband speed fluctuates wildly and is sometimes down to as low as 0.25 Mbs per second. Don't believe the hype and nonsense in their adverts. Also I have never spent less than 25 minutes waiting for their Customer Service team to answer when I call them.
Reviewer
Geof Maskens
Location
Swanmore
Date
20/05/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Speed(33mb) and reliability good. I have been trying to find out why my bill has climbed from around £35 per month to over £60 recently, despite the fact that I have unlimited access. I can't find this anywhere, only answers to questions I haven't asked. Today, can't even log on.
Most frustrating. How does plusnet claim to have excellent customer service? I have not seen it yet.
Reviewer
John
Location
Bedford
Date
19/05/2016
Comments:
USELESS... USELESS... USELESS... One star for anything in the rating is faaaaaar too much... They are guilty of "Breach of contract" continuously... WHY ARE WE NOT PROTECTED FROM SCAMSTERS LIKE THIS!!?
I wrote to Karen Brocklebank-Lambert their Head of billing to stop wasting my time and just send me a summons to court!... we can let the judge decide... SHE CANNOT READ!...
She now sends me a letter telling me I owe them £42 and she is employing debt collectors!...
THE TAX PAYING PUBLIC NEEDS TO BE PROTECTED!
Reviewer
Mike
Location
LOndon
Date
18/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband of all time and worst customer service. If you have a problem with your connections you have to follow thousands of advanced steps before you can arrange a visit of their technical team, which is going to be placed after weeks. Not stable internet connection, not even safe. Hardly can watch a movie with 340p quality. I definitely do not recommend. My next step is to change immediately internet provider.
Reviewer
pam
Location
oldham
Date
18/05/2016
Ratings
Customer Service
2.00 stars
Comments:
Moved to plusnet last month after MSE favourable review. Switched from TalkTalk who were charging £33 a month for a slow service, not that I was a frequent user. Frankly, I now wish I'd stayed with them. I think that says it all. Don't do it, unless broadband isn't needed.
Reviewer
Janice Caine
Location
Aberdeenshire
Date
18/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I tried to join plusnet but they cannot even sort the line out so I have cancelled my order. second rate!!!!
Reviewer
Yash
Location
London
Date
17/05/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
One of the worst experiences ever. Their customer service is awful. Very difficult to get an answer to questions put forward. Give scripted answers from my experience I would never use th again.
Reviewer
ANOther
Location
Cheltenham
Date
13/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible and the tv adverts are crassly stupid and endlessly boring.
Reviewer
Shijo
Location
Manchester
Date
13/05/2016
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband speed is very inconsistent ,disconnet every 5 min for last a few months
The claimed UK customer service is very long wait making the customer to drop it after waiting for a long time in the line!!!
Reviewer
Sook Goh
Location
London
Date
12/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been Plusnet customer for 11 months now and their broadband speed is unacceptably slow. Their customer service is OK but they often do not or cannot solve the slow broadband problem. Stay away from Plusnet broadband, the speed is constantly slow, way below what is advertised, there are also periods of complete outage and starts and stops. They may be one of the cheapest but you will not be getting value for your money.
Reviewer
Thomas
Location
Brixton
Date
11/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Their website said we could get 80 MBPS broadband. After we signed up, they said we could only get DSL. But they said it would be 10-19 MBPS. It's actually less than 2 MBPS. They are liars. Don't trust their website, they will say whatever it takes to get your business.
Reviewer
Dr robert crawford
Location
Ayrshire
Date
11/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Joined recently and regret every doing so. . The signal is weak and keeps dropping. The customer service is an oxymoron ( I've never waited less than 40 minutes to get through) and their 'advisers' are rude and unhelpful. I've never once been able to contact their on line suport.Utterly awful.
Reviewer
Jacqui
Location
N.Somerset
Date
10/05/2016
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Switched over from BT ten months ago after repeatedly being on the receiving end of abysmal customer service. Started off fantastic, lots of communication about connection, router delivery, billing.and account info. Connected phone and Internet when they promised too. Speed was a bit slow to start with and then warmed up. Within a few weeks there were problems with BTs line and our Internet went down for maintenance. This happened a few times over a few weeks and never really improved. Speed is mediocre at best and drops continually. As a mum to little ones I can confirm reliability is absolutely shocking around the clock (even when I would assume most of the country is asleep!) Web browsing interrupted frequently during the day and We regularly have problems watching catch up TV, bb isn't fit for purpose. Called to complain, you have to jump through hoops to be taken seriously with long list of self checks and fixes to perform including removing parts of the socket and changing the channel /frequency on router. Even customer service guy said the router want amazing, but ultimately blamed slow speed and reliability issues on too many people nearby with wifi on same channel! Gave up after that! Positives are price, UK call centre that doesn't continually transfer you, ease of getting through online and account management. That said, perhaps not unsurprisingly, we will not be renewing!
Reviewer
Gurushan
Location
Leeds
Date
10/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Pretty crap. Quite slow. Very long waiting times for pretty much useless customer service. They're all package and very little substance but I don't know if they're much worse than their competitors to be honest.
Reviewer
Iain will
Location
St helens
Date
09/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband service I've ever had in my life (and I've been with a good few providers) Fiber speeds of 6mbps, Customer service waiting times 15-30 minutes, once you actually get through to an adviser there's a further 15-20 minutes to be expected on hold. Advisers tend not to write down customer comments and call you a liar when you quote something that one of them have told you. Stay clear of PlusNet - You'll regret it if you join!
Reviewer
Denes
Location
London
Date
08/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The WORST broadband i ever had, slow even when it worked and often even worse because it regularly broke on top of it. The ONLY good thing is it's fairly quick to get in touch with customer support ONLINE (mpfh. nice, huh? be prepared to wait a lot on the phone) but reporting any problem usually ends in a hot potato ping-pong between them and BT often taking days and weeks to resolve, or asking the customer to test and replace(!) the equipment provided by them.
Utterly useless bunch, AVOID.
Reviewer
Ann
Location
Derbyshire
Date
08/05/2016
Comments:
Internet service is very good,the fact that plusnet cannot change my direct debit date to the 1st of the month is not good. Forcing me to change internet supplier once my contract is finished.
Reviewer
michelle
Location
manchester
Date
08/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was with plus net for a year had no problems so too a two year contract out with them last June what a joke all I have had is problems costumer service poor
Internet service poor cant get on the net phone up and its the same thing try this do this etc fed up now. they did tell me I have a fault there but they could not pin point it no fault on line but there is something that is causing interference with my broad band but they can`t find it what a joke.
Reviewer
Alex
Location
Chester
Date
07/05/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Always advocated for Plusnet being excellent and customer service and broadband was OK and reasonably priced. I switched suppliers so I could get fibre (through cable as I live too close to an exchange to get FTTP - rediculous I know!) They then cancelled the direct debit and began chasing for a payment which I was very confused about as they are the ones who cancelled it!
Got fed up of the threatening letters and calls over a meagre £14 (probably spent more hassling me for it!) so tried to call to pay and tried to pay online. Yet their site didn't work, nor did the phone number!
Got there in the end, you can tell that BT are starting to have their influence since the acquisition!
Reviewer
brian
Location
m9 manchester
Date
07/05/2016
Comments:
broardband is poor cannot stream their anytime advert says if the costomer service is bad may aswell throw the router in the bin cannot wait to do that as soon as my contract is up...avoid
Reviewer
Anna
Location
North East
Date
06/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Rude customer service, poor broadband connections and very expensive. I was a customer for 1 year and have never experienced such rude and unhelpful customer services. Now switched to another provider. The plusnet adverts really made my blood boil as their service is complete opposite to what is advertised, they should be done for false advertising. Complete set of idiots, they dont even deserve 1 star ratings.
Reviewer
Richardson
Location
Derbyshire
Date
06/05/2016
Comments:
Misold fibre, at last minute before connection,none available at cabinet, this happened many times over 6 months, and of getting the bill wrong monthly, which takes time to contact them. nobody will take responsibility, many hours of we can only apologise or that's not my department we left. Routers in bin. 1 star is too generous.
Reviewer
Worzles
Location
Nottingham
Date
06/05/2016
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Registered as Plusnet customer in March this year. Service excellent for first month, since then getting progressively worse. Service frequently drops out, pages do not load properly. Trying to arrange cousin's funeral so do not need stress. Quick check online about what may be cause revealed list of steps I need to take before they will even
send out an engineer. These steps way beyond my technical ability. There is even debate on their pages whether Openreach will do or do not permit you to open up the socket plate to check its performance. If you feel happy to do this? If so, Plusnet is for you. If not I suggest you pay more and go with a provider like Zen which does not require you to be your own telecoms engineer.
Reviewer
London
Location
London
Date
05/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Totally disastrous customer service. On average there is 30minute waiting time to call them. Connecting my internet was so painful, took 6 weeks and constant following up as they said they have connected it but they didn't and I needed to call them, again. The connection broke again within 6weeks. It took them over two weeks to fix is and again, they didn't check the job was done properly. I have enough of this company. Stay away if u can
Reviewer
Mrs Berry
Location
Wales
Date
05/05/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I switched to Plusnet on 28th April after many years of shoddy service from TalkTalk. I have the fibre package and am so far very impressed. The router arrived on time and my service was activated on the date specified. I was expecting speed to be a bit slow for the first few days as they see what line can handle, but within an hour of going live I was getting 38 Mbps download speed. I have been over the moon with my wireless speeds as they were pitiful with TalkTalk (even though I had fibre with them), some days I wouldn't even get 1 Mbps download speed, but with Plusnet I've been consistently getting over 30 Mbps on WiFi with my phone and tablet, often it is 37 Mbps! I have had a fault with my phone occur today, no dial tone and can't make or receive calls, but I managed to speak to their technical support team on my mobile and they were very helpful and efficient, so hopefully it will be fixed soon. It is a breath of fresh air to speak to someone in the UK who doesn't sound like they are reading a script and has genuine concern for the customer. My only regret is not moving to Plusnet years ago.
Reviewer
Dave
Location
Weston-super-mare
Date
03/05/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Great so far just switched, they kept me up to date on the process, advised change over would be 4/05/2016 by the latest but up and running by 1500 on the 3/05/2016. Very happy
Reviewer
Marina
Location
Bexleyheath
Date
03/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have recently stupidly renewed my contract for another year with Plusnet paying for the years line rental in advance. The speed has got worse since then. I am now down to about 1 Mbps and at times even lower so that no webpage will load never mind trying to load iplayer or download films. The tech staff keep telling that the problem is that my line cannot cope with higher speeds on the dsl line yet neighbours get much higher speeds on the same line! I used to get higher speeds when I lived in rural Devon. This company may seem cheap compared with others but you get a slow speed that you cannot do much with. Don't be fooled by the estimated speeds they tell you. After you ve paid they tell you the real speed and they don't guarantee any speed for WI FI!! Look elsewhere for a broadband provider.
Reviewer
Pete
Location
Plymouth
Date
01/05/2016
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Whilst the people who eventually pick up the phone are pleasant and friendly, the actual broadband is execrable.
In fact, had it not been, I would have had no need of speaking to anyone in the first place.
I am currently getting speed of less than one Mbps, and that is with multiple and frequent drop-outs.
Sometimes, for a day or two, I get the full and as promised 8Mbps.
Then it falls off to nothing again.
I phone them, and they are nice and polite. Then nothing happens for quite a while. Then good service again.
For up to two days, then back to misery.
I have lodged official complaints, but all have been totally ignored.
They won't let me leave and I am at the end of my tether with them.
Please, please, if you are considering Plusnet, for the sake of your own sanity, DON'T!
Reviewer
Greg j
Location
Birmingham
Date
29/04/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Been with Plusnet for a year & i had constant connection problems. Eventually after 2 months of phone calls & emails the connection dropouts were few & far between.The worst Wi-Fi signal i have had with any broadband companies routers.I have just switched to Virgin media Fibre & was charged £50 for discontinuing my phone line(blamed BT for this).
Reviewer
TIM ROLFE
Location
WINSFORD
Date
29/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
keep well away a bunch of total idiots,
told me they would take care of my change over to them,
they did not,
lost my home phone number which i had for 30 years lost my phone line then told me i would have to pay for the re-connection £49 for there mistake,
i am now with bt and very happy ,
be aware these are a bunch of tossers and wont admit to there mistakes.
Reviewer
Mark Forster
Location
Leeds
Date
27/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet Customer support is absolutely horrendous! I have had the same problem of line drop outs & poor line speed (as low as .26mbps) for nearly 5 months now. I am still no closer to getting this sorted. The support staff when you can speak to a human (usually after a 45 minute wait). Are at best indifferent, regularly patronising & occasionally rude. The fact that Plusnet sells itself on its customer service is a sick joke.
Reviewer
Paul
Location
Irvinestown
Date
27/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total rubbish broadband keeps cutting
Out tried calling several times but they still can't fix it this company part of BT
Reviewer
Aliyah
Location
Manchester
Date
26/04/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was very impressed with the service at first...but then my internet usage was spiking even when not in use so i unplugged router but every time I set it up again I kept being charged additional. The customer service department is radically understaffed and so is the technical. But not to bore you with the details and many phone calls later I cancelled. I originally refused to pay the extortionate fee but gave in eventually. They did confirm it was closed but i have a terrible feeling i am going to be hit with a further bill because they have the termination date as later than I even made the final payment so....I wouldn't ever return to their dire service. A typical case of a small successful company rising too fast and unable to cope and plan ahead.
Reviewer
Susanne
Location
Oxford
Date
26/04/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Despite many bad reviews on plusnet I made the move 4 months ago because I thought nothing can be worse than BT who I spent over 30 hours on the phone to trying to get what I was paying for, plus 3 engineers in the house. BY actually cut off my phone line 3 days before the switch to plusnet and plusnet came to fix that instantly once I had figured out what was going on. The switch was really easy (and I get easily annoyed with stuff like that!) and we have had no problems with it at all. We are three fairly heavy users in the house, two teenagers gaming and one doing a lot of website work with a lot of uploads. With BT we used to have a definite throttle on weekends, especially Sundays and their latest router wouldn't reach as far as my office (in a tiny house) and I needed a wifi booster. Now all this is fine and we couldn't be happier - and we are paying less too!
Reviewer
Diane
Location
London
Date
26/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not waste your time and money with plusnet, they have the worst customer service ever and the broadband is the worst I have ever experienced. I have had it installed for 3 months now (from 7mbps to 17mbps but real speed is 9mbps). The internet never works and I constantly find myself having to use prepaid internet bundle or go to a friend to use their internet. In addition they are very slow at resolving issue and will always find ways to blame you for the poor internet and never their services.
I am a student and need internet everyday for work but they keep on letting me down.
Take my advice and pay slightly more elsewhere but avoid plus net at all cost, I am learning it the hard way and will end this contract no matter what for they are just CRAP!
Reviewer
Cath
Location
Worcester
Date
24/04/2016
Comments:
Have had no internet only in front room, cuts off as soon asti leave front room, they advised Ethernet cable for ps4 in bedroom which I have done and still cuts off, but where do you put cable to iPhone or tablet??? There are a joke been set on phone for 15 mins as can't log on to there site y
Reviewer
Scott
Location
Ashton Under Lyne
Date
23/04/2016
Comments:
To be fair, I like the fact that their customer service is in the UK. Most of the support staff have been polite and appear to listen to your problems. However, one time when I said I couldn't continue phoning and waiting for engineers to visit (I've had 5), the woman seemed puzzled. So here's my experience. Ordered fibre broadband. Openreach engineer showed up - I'm on the wrong exchange and he can't do anything today. After listening to a tinny version of "Simply Irresistible" and other random tunes I explained my problem. A question was opened online and another engineer was booked. I received an email saying I had a new provisional telephone number and I was given a new date for an installation. The number was incorrect for my my area so I pointed out that I was probably still on the wrong exchange. I got no response, but an engineer turned up and said he couldn't do anything because we were on the wrong exchange. I received an email saying I would be billed for a further visit because I had given the wrong information. I had only given them my name, address and bank details so I was not impressed - especially since I had tried to point out I was still on the wrong exchange. I took it upon myself to find the cabinet number and name distribution point and I contacted customer services. More Robert Palmer, more promises to sort things out. A third and fourth engineer were sent out and in between much emailing and Robert Palmer listening. Eventually engineer number five installed a phone line. However he told me I should contact Plusnet customer services because his job was for a phone service and not broadband. Ok, take it away Mr Palmer. After listening to a few tunes, I was told that I couldn't have fibre broadband after all and I could either cancel or accept ADSL. I've gone for ADSL because I don't fancy another load hassle involving Openreach. It's supposed to be up and running by Thursday so we'll see what happens. I'm sure customer service training is all about keeping the customer calm and, perhaps having a smile in you voice. However, money would be better spent on technical staff or people to chase up Openreach. They also need to listen when you are telling them what the problem is. Finally, they need to call back when they say they will and they need to read and answer your questions.
Reviewer
Ray smith
Location
Stanley
Date
23/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor Internet and even poorer wifi, customer services is a joke they tell you your area has good connection speed, this is rubbish as it keeps loosing connection. They want to charge you to send an engineer out even after months of calls and setting changes. My advice stay well away from plusnet.
Reviewer
Andrew
Location
Manchester
Date
21/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ordered and paid for my broadband and internet at a overall cost of over £80 on 3 April, and after multiple issues, been given the wrong information about whether to be at the property or not for phoneline testing, rescheduling as a result and duplication of orders by PlusNet, I still don't have internet for at least the next 3-5 working days!!!We are now on 21/04/2016 and by the time my line will be working (hopefully) it will be longer than 3 weeks. Terrible customer experience, terrible answers and shifting of blame to BT without an adequate response or solution, not getting back to you without having to contact them first. Also, every time you call you end up waiting for consultants, sometimes up to 15-20min.
Rather avoid and go somewhere else unless you are extremely patient and don't care for having internet anytime soon.
So frustrated with the terrible service I have received so far, and to top it all off PlusNet has advised that they can't even cancel the order until they have completed it.
Reviewer
jacqueline
Location
Wakefield
Date
21/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
3 times since November my phone has gone off and my broadband below 1mg, I am disgusted with this, it happened a couple of time before last November too, no joy from rude customer service people. I am going to change supplier to one that can deliver the service they are taking the money for, HOW YOU ARE GETTING AWAY WITH THIS PLUSNET I REALLY DON'T KNOW. YOU DIDN'T DO ME PROUD. What rubbish, avoid at all costs
Reviewer
Simon
Location
Portchester
Date
19/04/2016
Comments:
We've had this service for 3 months
The first month we had no service at all . We were patient they promised to get it sorted so when we were up and running and we relaised we only had 0.02 speed
It was to late to cancel the service
I waited on the phone for over an hour once
The service is awful the package is awful
It's barely working . In fact I can't even use utube without it buffering
I'm paying a monthly fee for something I can barely use
The BT engineer suggested I cancel my contract. As the junction box was so far away from my property the service will never get to a usable speed
Something plusnet deny
But still no usable service
So I ask you . Who's lying
Reviewer
Glenn Lewis
Location
Bedford
Date
19/04/2016
Comments:
Intermittent and having checked my broadband speed it seems to vary between 2 and 8 but more often the lower applies
Reviewer
Lee
Location
Carlisle
Date
18/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was with Sky but wanted to change for a better deal and Plusnet had the better reviews and was cheaper.
Having started with Plusnet everything started off great except for the signal strength which, to be honest, was pathetic. With Sky I could get a signal at the bottom of my garden (roughly 30m from the router) with Plusnet I was lucky to get a decent signal in the kitchen (roughly 10m from the router) so ok, I bought a couple of signal boosters which gave me a bit more range. However that was not the problem, the problem was the WiFi. It would just cut out intermitantly which was no good if you were streaming something. My son used to play online games but gave up because he would constantly be disconnected (not a bad thing).
I rang up several times and was told that everything was working fine which funnily enough it was (as I said, intermitantly) when I was on the phone but they said they would monitor it. I also told them about the signal boosters and they said they may be the cause so I disconnected them. Funnily enough still playing up.
It worked perfectly when attached to an Ethernet cable but as I said to the bloke on the phone, I can't exactly plug phones or tablets in plus if I wanted to use my Laptop anywhere else other than near the router was a joke.
I rang up one day when the internet was completely off and the bloke on the other end of the phone was spot on and a real help. I told him the problem and he said that it was showing as ok when it wasn't working. After spending about an hour going through loads of things which didn't work he said he would send an engineer out but said that if the fault was at my end then it would cost me £50 ok not a problem so he went ahead and passed it to the engineer department and told me that they would contact me within 48hrs to arrange a visit. Nice one.
I then told him that I was actually going to ring up to cancel my contract because I wasn't getting what I was paying for but because he was so helpful I would wait and see if it could be fixed.
Then the real problem started. 7 days later and still no phone call off an engineer but the internet having started to work again was still playing up so I rang up to cancel fully aware that I still had 6 months contract left and I would have to pay the cancellation fees.
What an absolute farce!
I was told the the Direct Debit at the end of the month would cover this and that should be it (it was the 1st of the month) I asked if that was correct and they said yes, great I thought.
I am now back with Sky who, after telling them that I was a returning customer and the reasons why. They offered me a great package and good deal.
Plusnet on the other hand are still trying to take money off me even though they were told on the phone and in writing the day that I was leaving them and going back to Sky. I am sick of ringing them up and asking why they still want money off me when I no longer have a contract with them and each time it's the same. 'I'm so sorry sir, let me look into it... ah yes you are due a refund.'
2 minutes later I'm getting another email saying I owe them or that this months bill is £xx.xx and will be taken on this day.
Plusnet... You haven't done me proud!
Would I recommend them? No chance, the Wifi signal is pathetic and the customer service obviously does not speak to each other.
Reviewer
Sheraz ahmed
Location
Birmingham
Date
18/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I joined plusnet due to them being cheap and affordable and was hoping for nothing amazing but at least some kind of internet, instead i got a house phone that doesnt work and internet that cuts out on a daily basis. I contacted plus net and to be fair they did improve the reliability of the broadband slightly but the underlying problem of a dropping commection persisted. I have been with plus net for over 8 months and have not resolved this issue and for that reason i have moved to virgin. You get what you pay for. Plusnet is cheap because it is rubbish avoid them at all costs!
Reviewer
Danny
Location
Lancs
Date
18/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'm REALLY disappointed with PlusNet!!! I'd been a customer previously but reverted back to Sky to get a set top box when the last one gave up. The plan was always to go back to PlusNet as they had been good, IN THE PAST.
Signed up, paid, and then waited, and then waited a bit more, and waited more. Eventually called them 1 month after it was supposed to be switched over.
They hadn't done it. No apologies, no nothing. Offered to refund my money but no other solutions offered.
What was once a good company now seems to have gone down hill, rapidly.
Reviewer
michael weightman
Location
newcastle
Date
16/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
it took 8 days to get a problem sorted my broadband tv went down and had intermittent wifi problems after 6 days they got back to me and took a further 3 days to sort they said my router was out of warrantee but I only got it in july 2015 then they said borrow a router form someone else ( I go to a friend and say can I turn your internet off for the next few days) they had replaced the router 2 months ago so we had two both showing the same fault they would never accept that it could be the modem they have now replaced it with a new modem and router combined unit and it all works thanks for the delay plusnet can I have a refund for the time it did not work
Reviewer
june
Location
ringmer
Date
16/04/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with plusnet for some years now and have had no problems with them so far. Have just spoken with there customer services [Jo] who was extremely helpful.
Reviewer
Awful plusnet
Location
Gloucestershire
Date
16/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I read reviews about plusnet and their awfule product and service but despite that, because they were alot cheaper than BT (and I understood owned by BT) I changed.
First off they put me on a lower speed than I was paying for and it was only recognised by them when I flagged it up. Then they claimed that they could not put me on the package that they originally said was available (yet BT were able to and BT say that they still can when I return to them).
Overridingly the customer service from Plusnet is appalling - as with the majority of other reviews. The call queue's to get through are very lengthy 20mins, 30 mins not uncommon and very often you are then told that the team you need to speak to are not available and that they cannot pass a message or get them to follow it up, and that the customer needs to call back and wait again to get connected.
I've learnt from my mistake and moving away from Plusnet. Yes, its cheaper but it's cheaper for a reason - useless product and useless customer service.
Reviewer
Peter
Location
Salibury
Date
15/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
If I had been aware of how rude and generally bad there customer service was before I had a problem we would not have never gone near them . Lies seem a standard with this lot .
Reviewer
mr
Location
oxfordshire
Date
13/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
0.3 mbs.. thats POINT THREE not three, total garbage service, and as a new customer I was told that if I leave I will be fined £290, despite providing such a pathetic service. What a lovely company, thanks Plusnet.
Reviewer
JonPH
Location
Hampshire
Date
12/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Do not believe their publicity. It is total nonsense. Hold on the phone on an hour to get through to someone who is not an expert and cannot solve your problem.
Reviewer
Kevin
Location
Solihull
Date
12/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Was with them for ages. Changed to improve broadband speed and that they are only interested in new customers.
1. The ripped me off for £100 up front phone rent.
2. They charged me a fortune to switch their broadband off!(i had been with them for years)
3. They then threatened me to get a further 1.98! after they cancelled my direct debit
Absoloute theivery, avoid them at all cost.
Reviewer
Pete
Location
Shropshire
Date
11/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have just finished my first year with PlusNet and the broadband speed and reliability has been good.
However, the problems started once my discount ran out after 12 months and my bill was hiked up, I spoke to them on multiple occasions to try and agree a reduced price for signing up to a new contract, but had 2 issues with them.
Firstly, I was on hold for at least 20 minutes before I could speak to anyone every time I tried to phone them (sometimes it was even substantially longer than that!)
Secondly, the only thing they would offer me was a couple of quid off a month if I signed up to a new 24 month contract. But this was still £10 more a month that what they would be offering me if I was joining as a new customer and would only have to sign a 12 month contract. As a result, I switched to a new provider.
So in summary, if you have no need to have to contact them then the first year is hassle free and reasonable cheap, however if you do need to contract them then make sure you have at least the next hour free before trying.. Then after the first year they’ll just rip you off!!
Reviewer
Marta
Location
London
Date
09/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broad band ever! Don t go there!!! internet doesnt work and go slowly. We have problems every other day.. And almost never have internet access. Is four of us living in the house and 2 have to constantly use their 4g phone connection as internet doesn t work, and also it is quicker. If you call them you have to wai at least one hour and they do mot fix the problem... So you basiccaly have to pay every month for a service you don t get!
Reviewer
Theresa
Location
Lincolnshire
Date
09/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Awful customer service and extremely long holding times to get through to somebody.
We experienced problems from the start (joining date was extended due to "problems" from 9 to 30 of October), contradictory and incorrect information throughout when we experienced any problems. Took money off us for the deliver of a fibre optic router then when chased for the service said they were unable to provide it!
Reviewer
Andrew
Location
Windermere
Date
08/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What a waste of time. Twice they took my order for fibre b/band and twice they cancelled it, along with the protracted rigmarrole of trying to get my deposit back. Look elsewhere.
Reviewer
Simon Perrott
Location
Broadstairs
Date
06/04/2016
Comments:
A fault reported 15 months ago still isn't resolved depsite many visits from engineers and has now resulted in a loss of fibre broadband and phone service - no-one seems capable of resolving the issue which affects our ability to run our business - no one takes ownership - there doesn't seem to be any technical expertise to answer our questions - what there is is a total inability to escalate and take the matter seriously - we have spent hours on our mobiles discussing the matter over and over again with many different operators across Technical Help and Service Provision Departments - 100% the worst service we have ever experienced
Reviewer
Chris Wood
Location
Leeds
Date
06/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Awful service, from the actual Broadband to when something goes wrong in their call centers you will be waiting for hours on online chat while they dither around. Very slow indeed at rectifying problems and it took a year and CISAS involvement to get a correct refund of monies owed when I left their contract. Make sure you bill them for your wasted time through CISAS, cost them a lot of money for messing me around.
Reviewer
Robert
Location
Lochgelly
Date
06/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was meant to to be on line on the 4th of March, paid up front costs the usual stuff... I'm still waiting I keep in contact but keep being fopped off, different excuses each time from there checking the line or I have to wait 72hrs, than passed O to some one else.
Never giving a proper answer, my phone line is fine been checked countless times and I was previously with sky with no issues.
I get the feeling bt enginer has been a lazy #### and didn't bother to turn up at the exchange
Reviewer
Mark
Location
Staines-upon-Thames
Date
05/04/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Paying for fibre optic and getting max 11mb speed. Phoned so many times and nothing gets sorted.
Reviewer
lucasta
Location
cambridge
Date
03/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I moved from SKY (previously O2) to PlusNet on 7 March 2016 as wanted a phone/broadband package & Money Supermarket suggested a good deal.
What a mistake!
The 1st Router they said was duff (3 days internet connection down & lots of hours on phone to 2 teccies before replacement router arrived). After a few days, connection failed. Hours and hours yet again spent hanging on for up to 30 mins for phone to answer and teccy trying to sort problem in vain. Said replacement Router must be faulty, so they sent me a 3rd Router & guess what - after a few days broadband connection failed. Emailed CEO who passed to Customer Relations guy LL whom he'd "charged with sorting this out once and for all". LL twiddled remotely & said problem now permanently fixed. OH NO, connection failed again on 31 March and again today, 3 April (both sorted by me with paperclip reset).
LL keeps office hours so no-one to contact evenings or Sundays.
I may not like Murdoch, but at least Sky (and O2 before it) never once gave me a broadband problem.
I need broadband access for my work 24 hours a day and here am I, less than one month after moving to PlusNet and 3 Routers later, still without a dependable service.
Caveat emptor!
Reviewer
philip scott
Location
derbyshire
Date
01/04/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
The worst experience I have ever had with a broadband company. Initially terrible download speeds. Customer support telephone waiting times of a minimum 45 minutes. Tried to charge me £50 for engineer call-out when they failed to keep the first appointment and were in breach of the"no show" terms they had set for the first appointment. Just counting the weeks until the contract finishes.
Reviewer
Bev
Location
Scotland
Date
31/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They should be prosecuted under trades description act for their TV ad. Atrocious customer service average 40 minute wait to get through on phone and you can rarely access them online via chat as its regularly unavailable especially at weekends. Very slow speed and connection drops constantly. I chose to pay the cancellation fee just to get away from them. Moved to SKY and glad I did. Speed back up to normal and customer service calls answered in a couple of minutes
Reviewer
Mike
Location
Ellesmere Shropshire
Date
30/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The connection is dreadful, i just upgraded from standard broadband to super fast. max i get is 37,it should be 78 min. the customer support team aren't helpful at all after 20 mins trying to cancel the whole thing phone inc they want to charge me a fee because it's been 15 days since i ordered it and and 1 day live.I have been with them 11 years only cause its better the devil.I wish i had shopped around first.PLZ avoid,you will be glad you did.
Reviewer
amir michaeli
Location
hertfordshire
Date
30/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Signed up online including providing bank details for direct debit. 10 days later, no router arrived, not received any confirmation from Plus. Telephoned them to find out that they have done nothing as they havent bothered to take the money. I hear they have been bought by BT which may explain the deterioration in their service. Cancelled order and gone with someone else.
Reviewer
James Johnston
Location
West London
Date
29/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Called to discuss contact and decided to give Plusnet a try, after all, it couldn't be worse than Virgin Media. How wrong I was! Setting up the contract was fine and I paid the line rental and call package in advance. I agreed to take an Anytime International Calling Package which, for £7.50 per month gives me 300 minutes of calls to Sweden and Canada where I have friends who I speak to regularly. First mistake was when they transposed to numbers of the number I wanted to port to my new account. I called and was assured this would be no problem and this would be put right. Called back some days later ... nothing had been done. Customer Service assistant cancelled the contract and said the new number would be working in a few days. Called back some days later to find out when and was spun a cock-and-bull story about having to wait two days after cancellation and then ANOTHER two days to set up another. This was the point I asked to be transferred to a manager as Customer Services were clearly telling lies. The supervisor called back and agreed to give me the International Call Package for 12 months at no charge to apologise for their inefficiency and lies. I agreed to this but warned that I would watch them in the future to make sure they took no payments from my account as all charges had either been paid in advance or given free. Guess what? This weekend I was sent a bill for £18.22. Customer services tell me that the International Calls can only last 30 mins and the one call I made went over that and they were charging me 0.73p for that. The rest was made up of charges either already paid or given as an apology. A 25 minute call today told me that they would go ahead and take the payment from my account ... And refund it 5 days later. I'm a pensioner and while £17.49 is nothing to Plusnet, it is a lot to those f us with just a state pension to live on. I asked for a call back within an hour and was advised that this wan impossible and that it would be between 2 to 5 hours. It's now 7 hours and guess what? Exactly! No one can be bothered to provide good customer service but are happy to lie to and steal from their customers.
Reviewer
Warlock
Location
Port Talbot
Date
29/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The actual broadband is fine, Bt deal with that anyway. The real problem with this company is everything else. Rude and argumentative reps, incompetent billing, the adding of charges for problems THEY create to increase revenue. Truly not a good company AVOID
Reviewer
Synth
Location
London
Date
28/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slow, intermittent and unreliable internet. Washing movies online, even a 720p or 480p low resolution on youtube, has become a painful experience since I moved to Plusnet. I was previously with Sky and the year before with Talk talk, and never experience such low speeds. Pages are taking ages to load, it is making me feel I am back to early days of dialup internet. I was trying to save some money thinking I was getting a good deal, as speed promises where the same as my previous providers, but now I realised I made a really bad move. I want to go back to 2016 with fast internet! I think I will need to take it to ofcom in order to get out of this contract. PS; speed was fine on the first 3 weeks which included the 2 weeks trial period. Unfortunately, the starting reliable speed and connection was only a trap. Download speeds are not varying in between tests from 7.22 down to 2.33. But the graphics show a very unstable image every time.
Reviewer
ferenccs
Location
sunderland
Date
28/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
They charge for everything...Lots of surprise!
Reviewer
r newman
Location
Evesham
Date
25/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
do not touch this company with a barge pole, very poor customer service.
worth paying a little more and dealing with a company who at least can answer a call or respond to a complaint.
5 days without a phone line and 51 days to connect broadband and not received cashback
Reviewer
Oskar
Location
Harlow
Date
24/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i will not tell anyone to get plusnet. Issues i had during 12 month contract: 1) very slow and unreliable service, 2) very slow response to fix issues, 3) even dough i have cancelled my direct debit and i told them that i will not be renewing the contract they still tried to charge me for the month that was following the 12month time, foruntately i have called them on 24th (my contract ended on 22nd) and thanks to that i will have to pay for two extra days not for a month but still the fact that they were trying to charge me for service is bad (i told them i will not be renewing the contract and dont want their service over a month before contract finished). I give them 2 for customer service because i dont have to wait on hold for 2h to actually speak with someone.
Reviewer
Katie Matthews
Location
London
Date
24/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Likewise, I've had a dreadful service from Plusnet. I'm actually in the ridiculous situation where I'm paying for phone line and braodband but receiving neither! Once again, they have me over a barrel with outrageous cancellation fee so I'm stuck with them. Counting the days til I'm out of contract.
Reviewer
Neil
Location
Cambridgeshire
Date
24/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely poor service, I was meant to recieve my internet 1 week ago and they still haven't came, infact they cancelled it twice and still hasn't given me a date. Poor customer service and reliability. I would ask for my money back and cancel my contract but they have already took my deposit, plusnet is a professional bunch of thieves.
Warning to everyone!!! Don't choose plus net!!! Pay the extra money and go with someone better!
Reviewer
Kerry K-C
Location
Canterbury
Date
24/03/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I've been with PlusNet for nearly two years and am about to cancel. Initially service was good and access to telephone support was generally prompt. Just recently I've been getting repeated issues with emails being rejected by PlusNet portal (i.e. the emails don't ever get sent - they're not rejected by the recipient mail server). Trying to contact telephone support has become more and more tedious - long waits for their call centre to respond and, thus far, no resolution.
I have two accounts with PlusNet, both of which are business accounts - and one of the reasons for paying more for business accounts was to get better service ... which no longer seems to be the case.
Reviewer
Kevin Barry
Location
Birmingham
Date
24/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
On a number of occasions recently our router which is only a couple of months old has randomly reset itself and I asked Plusnet to send an exchange unit to sort the problem out. The response was to suggest I find another Plusnet user and test the unit myself on their line as until I could categorically prove it was the router they were not prepared to help. Probably the most unhelpful customer service experience of my life and no wonder they get such poor reviews. Pity 0 stars is not an option.
Reviewer
SPOT
Location
SOLIHULL
Date
23/03/2016
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband Speed of .11
Its like watching paint dry!
They have the cheek to charge me for this insult.
Left Virgin because they could not supply a Phone,none of them can live up to their hype !
Spot
Reviewer
Kirsty
Location
Bristol
Date
23/03/2016
Comments:
Poor network
Reviewer
standingfan
Location
Buckinghamshire
Date
22/03/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Customer support is excellent with contact centres in the UK, I've been a customer for 5 years now, firstly on adsl and then on superfast fibre when it became available, speed and reliability has been consistently good. Packages are competitive & I have found that they will offer deals, so I recommend when your contact is up give customer services a call. They also offer a very competitive tv deal as well as discounted BTSport. Phone Line rental, caller I'd and anytime call package is cheaper than bt.
Reviewer
Pixie
Location
Kent
Date
20/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Urgh. Really don't bother. The connection is dreadful - games are impossible, internet radio is forever cutting out. Cancellation charge is extortionate. I'm stuck with these people for a year and will happily leave at the end of the contract. Never again. Avoid.
Reviewer
helia
Location
cambridge
Date
19/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Moved phone & broadband on 7 March '16. 1st router duff. 2nd router required 3 calls for tech support to try to reset & finally said I needed yet a 3rd router!! Just set 3rd router up but had to use their 192 etc address on Safari to get a connection. As have had to do this before with 2 previous routers, not convinced will solve problem.
Also gobsmacked to learn after moving that PlusNet is not accessible on Firefox so can't get a connection on my Dell. Also that their support website cannot be downloaded to a Mac.
Having trusted the Martin Lewis site which recommended PlusNet, I made a very big mistake.
Buyer beware!!
Reviewer
r bennett
Location
forest of dean
Date
18/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
do not use plusnet service is appaling promised a date for moving it was never actioned by operator and had to wait over two weeks to be connected again I am disabled will be without a phone and internet no compensation offered manager very unsympathetic I will never use plusnet again when our contract finishes also waiting on line over half an hour when I called very disgusted
Reviewer
George
Location
Hampshire
Date
18/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Seemed like a good offer at the time, was a discounted deal for fibre. I must admit I didn't notice any difference changing to fibre and the cabinet couldn't be any closer to my house without being inside.
At the end of the contract I moved supplier and was later told that PlusNet intended to charge me a massive disconnection fee and an administration fee and all sorts of other obscure fees. I wouldn't advise anyone to bother with them, go with one of the other mainstream providers.
Reviewer
kevin leach
Location
suffolk
Date
18/03/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Rubbish, that is all I have to say.
I started off being told I was in the wrong marketing area ??? so am unable to have a package at advertised rates, then it all just stats sliding from there, phone bills went up, connection got slower. Now im trying to port my number to someone else and am told my post code is wrong. Excuse me but ive been with you for a number of years now so how can it be wrong. Absolute joke of a firm, avoid like the plaque.
Reviewer
Mark
Location
LOANHEAD
Date
17/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Comments:
I have had an issue with the internet connection from the beginning, had 10 (TEN) Openreach engineers (another bunch of cowboys) and still the fault is there. We have demanded a new line like the last engineer said should be done but Plusnet dragging their feet and at this moment the connection is still dropping regular.
I have since began the process of closing down the accounts in my other properties once I find an alternative provider other than BT and Talk Talk
Reviewer
matt day
Location
northants
Date
17/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
rubbish, I wish they would take that idiot off the adverts, what he says is embarrassing because its a lie. it took months to get them to sort my download speed which was around 0.5 to 1.5 mbps and my upload speed 0.08 to 0.3 mbps, and bare in mind that the upload speed is the important one. anyone thinking of using plusnet, DONT, the longest I have waited is 1.5 hours and I have phoned them on quite a few occasions
Reviewer
Ioannis
Location
Aberdeen
Date
16/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A total disaster. The phone and broadband activation day came, the phone got connected but the router didn't arrive. I called them only to find out (after 45 minutes listening to music) that "the router had been cancelled" because there is no fibre available in my area!!! Keep in mind that my fibre broadband from sky was working till 2.00pm that day! I was offered a simple copper broadband that could be installed in 4 days! No explanation why I was not notified about this "issue" before hand and as usual the cheap and with no substance "apologises" and "sorries".
Called back again, this time the cancellation line. This time they magically found that "there is fibre" but I have to wait 5-10 more days. In the meanwhile no internet. The saga continues...
Reviewer
A Needs
Location
Cardiff
Date
15/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Absolutely useless, customer service is a joke, wait for them to eventually answer the telephone after being forced to listen to a terrible racket for 20 minutes or more. I still had no modem after a month, eventually cancelled with them, my advice is to avoid completely. I cannot comment on broadband speeds etc as I was never able to use it!!
Reviewer
David
Location
Sauchie
Date
14/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Joined plusnet because they promised minimum 1meg download speed what a joke.
The worst Internet I think I've ever had. When I called to complain I was told that I should go back to Sky if I wanted better Internet speeds.
So I did, then they sent me a bill for terminating my contract early which I have refused to pay what do you think I should do?
Reviewer
Brian Curzon
Location
Lewannick
Date
14/03/2016
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Have suffered from being in, quote
'the wrong marketing area'
The competitiveness has reduced as time passes and now feel neglected
Reviewer
Ed
Location
Lincoln
Date
13/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Appears to be company policy to avoid activating services within the 14 days cooling off period. My ADSL was so slow that I ordered a fibre upgrade. Initially, activation date was within the 14 days but within 2hrs an email informed me that it was now beyond the 14 days (again, no option to cancel if dissatisfied with the product. I cancelled the upgrade but the switchover went ahead, leaving with no internet access for 7 days. I regret joining!
Reviewer
Roger Bradbury
Location
Forest of dean
Date
12/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Appalling customer service. To ring is a joke.
Reviewer
Hossam
Location
BURY ST EDMUNDS
Date
12/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband ever. I paid for my service on 26.01.16 for unlimited fiber 80mb speed . After more than 1 month of waiting they manage to put my service live on 10.03.16 . But its not the one i paid for ! all i get is ADSL connection with speed of 1 mbps and under !. They keep promising me that they will upgrade me to fiber. But nothing happen until this moments ! . I spoke with someone about cancellation they told me if you cancel you have to pay cancellation fee of £150 WTF ! How on earth i pay cancellation fee for service i dont even have it ?? after weeks of phoning and chating with too many diffrent ppl . They said your fiber will be upgraded on 23.03.16 . So if anyone thinking of joining pluse.net PLEASE AVOID !!
Reviewer
Riccardo
Location
Wigan
Date
11/03/2016
Ratings
Satisfaction
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The fibre it's OK, never had a fault in 18 months and it's even faster than advertised (upload never reach 19M but download go beyond the 38M reaching 42 or even more).
The only problem compared with my previous provider BT, is that Plusnet support it's only by Phone and THAT'S RIDICULOUS today, first because you ha to spend a lot of time for a yes/no answer, second because some questions are better solve with screenshots, links, attach, etc.
And by the way, I'm not a native speaker so I always prefer to read and avoid strong accents.
So, Good service but very antiquate just like the member center software/graphics
Reviewer
leanne claxson
Location
wick, caithness
Date
10/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not happy customers at the moment. Ordered our fibre beginning of February. It finally arrives two days ago but would not work. After a 30min call wait, we were informed the wrong gear was sent! She kindly gave us a month free for their mistake but this only means a 1quid refund due to the order we selected! They are currently sending the correct one and said we could buy one in a store too so we had internet during the wait. After two more long call waits, I had a gentlemen try to set it up with me. Unfortunately, this couldn't get completed because the password was lost (my fault) and the gentlemen kindly informed me that they will call again tonight to finish setting it up due to this all being a fault on their side in the first place.
No one has called and they close at 10pm tonight. It's now 9.35pm and I've also just had a 50min call wait trying to phone them instead before they close...
Not happy! After over a months wait and all this hassle. Will now have to wait until tomorrow for another 30min call wait (at least) in the hopes to have the internet we should have had weeks ago.
Currently feel very fed up.
Reviewer
Ranger
Location
Devon
Date
10/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Have been with Plusnet for years. They used to be very good for contacting.Its a shame now that the contact service is dreadful. 40min wait is not unusual. Its been like it for ages and I'm going to swap providers. Just not up to it any more
Reviewer
Peter
Location
Salisbury
Date
10/03/2016
Ratings
Customer Service
1.00 stars
Comments:
Have been trying to fix e-mail problem for past week, but getting through to plusnet is impossible, made worse by incessant rubbish being played as I am told that an adviser will be available soon, by which I am starting to think that may be this century!!
Reviewer
Ozgur kocak
Location
kent
Date
10/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never worked for the last 3 months. I called the customer service, they said if the fault is not with the line, they would charge £50. Now issue is resolved and they are not refunding the 3 months where no service received but giving me 1 lousy month instead of 3 months no service
Reviewer
NW
Location
south west
Date
10/03/2016
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Atrocious customer service. No particular problem with the broadband speed, seems pretty average for this location but the farce we've had to put up with in terminating the contract has been ridiculous. Plusnet cancelled our direct debit the day before trying to take the final payment from the account and have since sent a series of emails (from address which won't accept reply!) and letters threatening extra charges and legal action despite hours spent on my part on numerous phone calls, emails to clarify and resolve a situation thats entirely of their making. Appalling lack of clear communication on their part, to the point where we're getting calls from debt collection agencies when we have already dealt with their incompetence and paid the bill. Its difficult to get across just how inept this company is.
Reviewer
aggy
Location
Belper
Date
09/03/2016
Ratings
Customer Service
2.00 stars
Comments:
DO NOT touch them with a barge pole ! You will be wittling spoons forever.
From initial contact, received the router in two days. After that all downhill, never actually used their broadband and went back to my reliable TalkTalk service where issues get resolved straight away and don't get logged and never answered for days on end !
Reviewer
asif patel
Location
bolton
Date
09/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
plusnet is the worse broadband i have ever had. I have had so many connetion issues and speed problems. To be honest not really bothered about speed if the internet even worked properly. The customer service is even worse. They cant admit the problem is on their side and keep telling me to restart the router and so on. They try to make excuses their might be inteference. Never had any issues with my previous isp which was talktalk, no inteference there. When I contacted customer service they replied saying thats what you get with a value cheap broadband. Contract finishes in may anyway so cant wait to leave this rubbish isp.
Reviewer
Muhammad
Location
London
Date
09/03/2016
Comments:
Just avoid them.
One of the worse company I ever seen.
Any time you call them waiting time 50 minutes. Worse customer service. Withing 14 days I have cancelled my contact but I have ended up paying 44.99 pound!
Reviewer
Sue
Location
New Forest
Date
09/03/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Just spent nearly an hour on the phone queuing to get through to customers services. Staff were almost rude when I got through. Have tried to complain on line, what does the website say, phone customer services!
Reviewer
A local charity
Location
Halifax
Date
09/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plus net DO NOT make small businesses proud. I run a small charity in Halifax and had phone and fibre from them to run the office computers and VOIP phone system.
We moved to new premises and we were promises several times service was available for Fibre so duly paid £60 to move the service.
The order failed TWICE and was told it was because the Plusnet worker inputted information incorrectly on the Openreach system. But it was only after speaking to an Openreach engineer I found out there was no capacity at the exchange.
When I took this information back to PlusNET they wanted to only offer a substandard 1Mb ADSL connection which would struggle for a one computer user to use, and would no way run our telephone system and computers at the same time.
So there response is to charge a £500+ cancellation charge and no refund so far of the £60 move fee. I even offered to take service at home so the charity didn't get charged a huge fee and this was flatly refused.
I am furious and they have not offered any solution but repeat over and over that we agreed to a contract so have to pay the termination charges. I know that - but the fact of the matter is, we chose the premises because they could offer FIBRE service and its them that CANNOT provide the service so why should the charity be penalised?
My letters and online messages go unanswered and its up to me to keep calling to try and sort this out.
Well Plusnet, I am going to name and shame you everywhere and even get local media involved and let them see how you DONT make you proud! #MostStupidTaglineEver
Reviewer
Roger Bradbury
Location
Forest of Dean
Date
08/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling customer service. Get you in a contract and will not help you. They are always right. Try to phone them.
Reviewer
Rob
Location
Cheltenham
Date
08/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet are absolutely atrocious. Only been with them for 6 weeks and it's been problems - of Plusnet's making - all the way. Their customer service is the worst i ever had the misfortune of dealing with in any organisation. Unresponsive, unwilling to take ownership of the problems, even zapped the account with a £50 penalty for non-existent visit of an engineer to the premises to "fix' the problem. Two Openreach engineers on two separate engineer calls said the problem was with Plusnet, the Pusnet response was "can't be a problem at our end, we'll have to book an Openreach engineer"!!!! How did they think this would give a different result. In the end I had to insist with the Plusnet tech dept that the problem was with them and tell them exactly where the problem lay (as per the OR engineers) before any reasonable attempt to fix the issue was made.
Reviewer
franco
Location
carlisle
Date
08/03/2016
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
joined plusnet on premise we'll do you proud{should be just we'll do you!],have a phone fault last 2 months no sign of a fix just meanless string of updates can't wait to leave asap,probably out of the frying pan into the fire are there any decent isps out there?
Reviewer
Adrian
Location
Scotland
Date
08/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DON'T TOUCH WITH BARGE-POLE
Why did I do it? Moved from BT, BB running at 6 mbs down. PROMISED by plusnet no change to speed. at connection <1mbs. They also changed tel number without being asked.
BT own plusnet - I wonder if they have decided to run plusnet to make themselves seem good.
Reviewer
isotho
Location
Kent
Date
07/03/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Paid for caller display - it doesn't work. 45 minutes on hold queue to report this is a joke.
Broadband speed is bouncing all over the place, the plusnet routers wifi is 4 times slower than my routers wifi that is connected via a LAN to the plusnet box!
Reviewer
Luke Banks
Location
South Bham
Date
07/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
PlusNet are the Matalan of Boradband. Cheap and cheerful and if everything is ok you will be fine. Unfortunately you csnn NEVER get through to them if you have any issues at all. Yes they are cheap...but for an extra £5 a month..go to a provider who you can get hold of. Is it worth having a lot of stress and aggravation for saving yourself £5-£10 a month?? that's the question you have to ask yourself. Avoid plusnet IMO.
Reviewer
Tim
Location
Durham
Date
07/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Appalling Customer Service only matched by their Broadband speed and constant drop outs. One of the few Companies that have a Traffic management policy in place so you will almost certainly receive slower speeds during peak periods !
Reviewer
franco
Location
carlisle
Date
06/03/2016
Ratings
Speed
4.00 stars
Reliability
3.00 stars
Comments:
customer service is a joke always a 30 min wait to speak to someone should be prosecuted under trade description act they have not done me proud 7 weeks so far without phone antiquated fault reporting system you have to obtain a ticket to register a fault! internet is fine(fibre)though
Reviewer
Peter
Location
East Midlands
Date
06/03/2016
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
How PlusNet gets away with its advertising is beyond me, their customer service is appalling I was charged for nearly two months of Fibre when they hadn't even provided it, speeds are much slower on Fibre than I was getting from SKY the whole customer service thing is a myth. If you are thinking of switching don't.
Reviewer
Mark
Location
Glasgow
Date
05/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Connection drops way too often. ~5Mb download speeds. Absolutely rubbish.
Reviewer
Lee
Location
Birmingham
Date
05/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I've just decided to leave Plusnet after a month of disruption to my phone and broadband service that Plusnet seems incapable of fixing. I was previously receiving a download speed in the 20 Mbps range. This has dropped to no more than 1.5 Mbps and has remained that way for almost the entirety of February. Web browsing is painfully slow, while streaming and gaming are impossible. I've had the usual problems with long waiting times on phone calls to customer support as well as difficulty connecting to there online chat support service, which only seems to be available intermittently. But the main thing that has driven me to switch is that after one whole month of not resolving my broadband issue, they have now decided to ignore me in the hope that the problem will just disappear. Which of course it will because I'm switching to Virgin.
I can't say all bad things about Plusnet. When the service was working it was generally reasonable. Not spectacular, but reasonable for the price. However, considering that Plusnet is owned by BT you would think they would be on the ball with repairs to external faults, but no. They spend far to much time stalling and trying to convince you that it's an internal problem with your router equipment or wiring. They even insisted on sending me a new router because their remote tests were showing a high resistance fault in the equipment. I swapped the old router out and, surprise surprise, no difference in broadband speed. This was the point that they just kind of gave up trying to do anything about it.
A special note on BT Openreach engineers:
It really is hit and miss with these guys. Plusnet sent me one that tried to tell me all the problems with our phone and broadband connection were down to a "short circuit" in a upstairs handset that we keep in the bedroom. Bare in mind that I was having a crossed lines issue at the time and you could literally hear other peoples conversations when I picked up the phone. The guy unplugged the handset and asked me to go look at it. So like a mug I did. Didn't move it, didn't disconnect any wires, nothing. After coming back down stairs he tells me I've fixed the problem and I can plug the handset back in. He went away with a big satisfied smile on his face at a job well done, while I on the other hand had to report the same fault again just two days later. This time the engineer didn't even need to come to the house. He went to the road side box and fixed the crossed line issue, but the broadband problems persisted. You hear stories about these guys stringing out a job or just swapping problems between customers because they can't fix or don't know how to fix the issue. Be aware!
Reviewer
Joe
Location
Leyland
Date
04/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
I have been with plunsnet now for over a year I am fed up with them .i bought a licence off them so that could get onto my ccv notwork at first great but in the last 6 months it failed or works intermittent . I am fortunate that I have IT man to take a look at what's going on he found that they had changed my licence number . He got onto them about they tried,iced to fob off but he stuck to his guns and Mamet.hem look into it the licence they had changed me to belong to somebody else so he got them to put right there and then, they said they were sorry but it's because they had been updating their equipment my friend said its the usual old stand by statement. It worked ok for two weeks but we are not getting connection on a regular bases we have checked the licence number is correct he said that the router as a fault so to ask them for a new one still waiting for a reply .i won't to leave them and go back to my previous provider but I have paid my line rental 12months in advance and they have told me if I leave I would not get any of my money back as its a binding contract . I can't wait to get away from them I have never had such bad service I was a fool I was talked into joining them as I was told it was good value against other providers I won't make that mistake again
Reviewer
Ali
Location
London
Date
04/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just avoid. The service was bad when we had it, then the cancellation process has dragged on for over 18 months! We cancelled because we were moving to the USA - then two months later they got a debt collection agency involved saying we owed them money. That eventually got resolved. Then, a year later they did the same thing again! As we live abroad we got the letters late and discovered one threatening imminent court action! They had 'forgotten' to remove our account. So now my credit rating is affected negatively and I've spent many hours trying to resolve everything. They also refuse to send me confirmation that the debt collection has been informed to stand down. A total nightmare. Avoid!
Reviewer
Mark
Location
West Midlands
Date
03/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Just came from sky. My download speeds dropped by 80% , and in still on the phone now, for 20 mins while typing this review. Disgusted. Literally 20 minutes on hold,
My speed is 0.59mb sec at 7pm. On sky it's over 10 , same phone line,
Just don't use them,
Reviewer
Mr & Mrs Craig
Location
Beds
Date
03/03/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Mia08
Location
Leeds
Date
01/03/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Incredibly slow speed most of the time. As for customer service, there seemed to be no communications between staff working on the same case. I had been calling different people, talking to them hours on the phone when I had some issue with them before. This is the worst bit: their waiting time is extremely and unacceptably looooong, sometimes up to one hour which is appalling!!!
Reviewer
chariona
Location
London
Date
28/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband is irregular, cutting out every few minutes.
Even after finishing the contract they want nearly 30 pounds extra for leaving their service. Very unhappy.
Reviewer
J Kerr
Location
North East Scotland
Date
27/02/2016
Ratings
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Shocking service. On hold for at least 20mins each time we called. The people answering the phone are polite,but, are being made to hold you to ransom by Plusnet. We just wanted to change address and were told it would be £40 for and engineer, plus £65 change address. If we renew the contract for 18months, then it's free. Basically unless you have £105 spare then you're stuck with them for another 18minths.Shocking. I would rather drink my own piss than sign a contract with Plusnet.
Reviewer
Sue
Location
Lancashire
Date
27/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Slow broadband, lied to by customer services, carried on my contract after they were supposed to cease it and then charged me for it, never reimbursed me all my money even though they admitted they should have cancelled my contract earlier, said it was a cessation charge when the invoices they sent me clearly said otherwise.
Reviewer
C Slade
Location
Bucks
Date
26/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Joined 26/1/16, was meant to have broadband as of 18/2/16 still waiting for the router. Phone customer services - 30 minute wait. Try to do chat online 10 customer queue then kicks you out.
Can't comment on speed as not got it
Customer service experience - Not a happy new customer. At the moment I want to cancel my contract as paying for a service I haven't got!!!
Only compensation offered so far was free P&P!!
Reviewer
Steve Philpott
Location
Kirkoswald
Date
25/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Anyone considering broadband please choose another service provider, signal where I live is both rubbish and very unrealisable. Technical support a waste of time, their solution I should buy a better router. Talked into renewing my contract when I was leaving, and service remains nonsensical. What a waste of money.
I guess I will take to the ombudsman and make a formal complaint. I can't even get a consistent signal sat less than a metre away from the router.
Reviewer
Greta
Location
Hackney
Date
25/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband is not working since few days,issue not fixed,we won't know when is going to be fixed.Poor customer service,we are loosing business because of it,and there's no compensation for that.
Would not recommend this company
Reviewer
Mike in Sussex
Location
East Sussex
Date
25/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I've been with Plusnet for 3 years, I signed a 2 year contract a year ago but they've now increased my line rental by £30 a year! Surely, a contract that states the line rental is £155.88/year for 2 years should be adhered to ? Yet, if I wish to cancel I have to pay £4.30 a month for the remainder of the contract. I really don't know how they get away with it. Seems the laws in the UK only work in favour of the supplier!!! Regarding Plusnet service - line speed's been good but customer service now is appalling. Typically 30 minutes wait to get through on the 'phone. Seems to me that broadband and 'phone users are getting ripped of in the UK.
Reviewer
Nick
Location
Edinburgh
Date
24/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking service, they took over two months to install it and were not helpful at all
Reviewer
ian
Location
Date
24/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company has staff that lie do not return calls and the worse customer service I have ever experienced.
Use another provider for peace of mind.
Reviewer
Sara
Location
Spalding
Date
23/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Switched to plusnet broadband and 3 weeks later still have no router and no internet. Avoid plusnet at all costs. Absolutely useless
Reviewer
jimmerang
Location
manchester
Date
23/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Writing this as I wait on support line (30mins so far) to discuss my 6 week old fault. Hands down worse support system I've experienced, it would be better if they just didn't answer. You get a response just not a solution.
Reviewer
Mrs Wright
Location
Norfolk
Date
23/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I joined Plusnet at the beginning of the year. I have used other providers before with the usual niggles but no huge issues. I joined PLUSNET because they advertised as being excellent on customer service but they have been the worst I have used. The connection process was terrible. I had to chase the router as they forgot to despatch it. Once I had the router they did not turn on my broadband which I had to chase. They told me it would be on the following day once their "suppliers" had enabled it but I had to chase again the following morning because they forgot to switch it on their end. They were more than happy to start billing me though even before the "service" started. If you want to buy something they answer the phone really quickly but if you want customer service for a problem you will be waiting normally about 30 minutes. The quickest I have ever managed to get through is 20 minutes. If you try to complain their attitude is polite but essentially they say "sorry you feel like that but we do not agree". They seem to feel that an average telephone wait of 30 mins is ok. When you ask them to take any action they are reluctant to lift a finger and proactive is not a word they recognise.
I laughlingly received an email telling me that my broadspeed was about 7mb and how wonderfully they are doing - it may be 7 at the exchange but at my house actually it is less than 2 (checked by myself and an openreach engineer) so that is a downright lie. I am just astounded that they think people believe them! As soon as my contract is up I will be leaving them DO NOT DO NOT USE THIS COMPANY. HOW THEY CAN MARKET THEMSELVES ON THEIR EXCELLENT CUSTOMER SERVICE IS BEYOND ME AND IN MY PERSONAL OPINION IS BORDERING ON FRAUD!
Reviewer
Alicia
Location
Cambridge
Date
22/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was lied to when taking out my product and would not have signed up had I known. Resulting in bills much higher than quoted when selling. However by the time you get the bill you are outside the leaving stage and are stuck with them. Also very hard to try and get an actual breakdown of your bill - this should NOT be difficult to find PlusNet! Appalling customer service if they EVER answer the phone. Website pages are also unavailable - I have currently been trying to pay my bill for 2 days as they NEVER answer the phone and the webpage to do this is unavailable. Learn from my mistake and do not join Plusnet.
Reviewer
alexis
Location
Edinburgh
Date
22/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Used to be good but now ... have slowly become the Ryanair of broadband providers
Reviewer
Monti
Location
London
Date
22/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor (appalling slow to non existent for 11 days from Thursday, 11 February to date) home ADSL broadband (Plusnet) Internet service and poor customer service (slow to non existent).
Reviewer
T
Location
uckfield
Date
21/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Good Luck trying to do anything online if more than one person in the house is online already.
Don't bother trying to stream anything in the day time.
If you need to do anything, make sure you have multiple hours free for the inevitable lack of service.
You would of thought by 2016 that broadband would be up to scratch but obviously not.
It doesn't matter how good your Customer Service is if you are barely delivering a service to start with!
Reviewer
Archie
Location
Chester
Date
21/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Mike
Location
Cumbria
Date
21/02/2016
Comments:
Over the years I've been with quiet a few ISPs. The main reason for change has usually been down to the pursuit of a better deal. Unfortunatly this was the reason behind my switch from sky to Plusnet. I realised I had made a mistake from the arrival of the router, as it's like something out of the Ark, the Internet speed is snail pace at best with continual drop out and lagging (this is something we have never experienced with any other provider, as we usually have a very strong connection) the customer service is very poor, and that's if you can actually get to speak to someone as the wait time when calling at anytime of day is usually in excess of 30 mins. They also don't respond to email questions, I currently have a question that has been outstanding for over a week and counting. In summary if you read the marketing bullet points you will find that the service provided is the exact opposite. The end of my current contract can't come fast enough and if you are considering switching to Plusnet, no matter what deal they offer. Don't !!!!!
Reviewer
Cammy
Location
North Shields
Date
21/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Diabolical!! The worst broadband speed ever, or lack of. Have performed numerous speed checks on the speed, generally get download speed of 1 Mb and less on the upload, stops working on average 4 times a day and to be completely honest haven't had broadband for 2 days (4g is a godsend), have signed back up to sky whom we left because the broadband was kicking us out once or twice a week, plusnet are not interested in any problems as long as they get your money, please steer clear of this company they are a waste of time and money
Reviewer
BK
Location
Reading
Date
20/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
First of all my telephone line failed.....fixed....then my internet connection died....partially fixed but now intermittent....now my telephone doesn't work again! 45 minute wait on the telephone for tech support.....is that really acceptable? I would suggest that no-one signs up with them until they get their customer service sorted out.
Reviewer
George
Location
Plymouth
Date
19/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Where do I start! Let me give some serious warnings to anyone even thinking of going to plus net – DON’T. THEY ARE NOT THE COMPANY THEY ONCE WERE.
1. After about 1 hour of conversation with a female representative, they changed my personal email settings rather than my business email settings.
2. Only after I could get no personal emails for about a month did I find out that this had happened – to be told that they could not put the email access setting back to where they were originally, NOR could they explain how it had been done in the first place. THIS IS DEFINITLY THE WEB PROVIDER FOR ANY TERRORISTS AS THEIR TECH TEAM ARE UNABLE TO SUSTAIN THE EFFICACY OF YOUR EMAILS.
3. After many hours of conversation I discover that the total email memory allocation is a measly 1GB, Ok for personal use – just but next to useless for business! IT GETS WORSE, plus net then inform me that if we have 5 or 6 business email addresses then the 1GB is shared out amongst them, bringing it down to a paltry and puny 150KB or less. Now in some businesses that can be reached in a day with pdf’s and pictures etc , when confronted with this pathetic allowance I could almost here the plus net shoulders being shrugged and the response of “too bad” issuing forth – and it did. I should have read the small print “buried” somewhere on their website they state. When I stated that the contract/package was taken out with plus net as we wanted phones, internet/broadband and emails all under one roof so as to ensure the efficacy of all that we do and that this was explained at the time, plus net simply stated (and I could almost sense the sneer) that plus net email addresses are an added benefit and not a guarantee to their service. THAT’S RIGHT - NOT ONLY DO YOU GET THE SMALLEST TINIEST EMAIL STORAGE ALLOWANCE IN THE UK, NOT ONLY CAN PLUS NET CHANGE YOUR EMAIL ACCESS SETTINGS AND DISTURB THE CHRONOLOGICAL ORDER OF YOUR EMAILS (TRY TAKING THAT TO COURT) BUT THE EMAIL ADDRESSES ARE ONLY AN ADDED BENEFIT AND YOU CANNOT COMPLAIN OVER ANYTHING PLUS NET DO WITH THEM!!!!!! AND THIS IS FOR A BUSINESS THAT COULD AND WILL SPEND YEARS AND A FORTUNE PROMOTING AN EMAIL CONTACT ADDRESS. BARE IN MIND THAT THIS IS AT THE BEGINNING OF THE CONTRACT CAN YOU IMAGINE WHAT IT WILL BE LIKE PORTING THOSE EMAIL ADDRESSES AT THE END OR KEEPING THEM LIVE. MY ADVICE DON’T CONTRACT WITH PLUS NET
4. I then asked if we could be released from the two business contract (baring in mind that one of the lines they failed to actually take over when promised and we were being asked by BT to pay for the line at the same time as plus net were looking to get paid), to be told that they would have to review all the tapes and recordings of the various conversations, I asked for a copy, they replied that they might not have them all and that a subject access request would cost £10.00 – I suppose under some BS data protection act misuse. Now plus net wont discuss any matter with my complaint, nor refer to the conversations without me paying an extra £10.00 to get the recordings they rely on to enforce their contract – what a total rip off.
THIS IS BUT HE TIP OF THE ICEBERG BUT TO CONCLUDE – I HAVE BEEN WITH TALK TALK – CERTAINLY NOT GREAT GREAT, PREVIOUSLY WITH TOUCAN – PRETTY GOOD UNTL TAKEN OVER BY TALK TALK – NOW PRETTY BAD, PREVIOUSLY AGAIN WITH TISCALI – AGAIN PRETTY GOOD UNTIL TAKEN OVER BY TALK TALK, SAME THING SEEMS TO HAVE HAPPENED WITH PLUS NET PRETTY GOOD UNTIL TAKEN OVER BY BT – NOW PRETTY AWFUL.
SIMPLE ADVICE – DON’T GO TO PLUS NET THE SERVICE, SUPPORT AND ATTITUDE IS NOT WHAT THEY PRETEND TO BE, THEY CERTAINLY DON’T DO YOU PROUD, THEY SIMPLY DO YOU!!!
Reviewer
Patrick jubb
Location
Coldingham
Date
19/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Every time I have called customer services I have a min 30min wait and they never apologise for the wait. Last time I asked why no apology and the guy became quite indignant and abrupt. I see PNet are currently doing deals for for phone and broadband for £15.99. My last monthly bill was £52.69 yet I get no breakdown of this. Now they want to charge me £150 if I cancel...
Reviewer
Raj
Location
Ealing
Date
18/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband ever! Extremely slow and you get what you pay for. The most slowest and annoying broadband ever... not going to be joining here again. Glad i'm going back to BT. Plus net is such a nuisance
Reviewer
Dan
Location
cambridge
Date
18/02/2016
Comments:
One star all round as zero wasn't an option. Total waste of my time.
Performance crap, customer service crap.
Adios.
Reviewer
Michael S
Location
Dorset
Date
18/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Let's be honest, all big telecos are dreadful but these guys make a big thing about their customer service and that was one of the reasons we chose them. Well, my experience was that they were equally if not more terrible than the rest.
Reviewer
ian
Location
romford
Date
17/02/2016
Ratings
Speed
3.00 stars
Comments:
Customer service is very poor, if you have any problems record and make notes of any telephone calls ( time and dates of conversations) As plusnet will always go with there operative and will refuse to put you through to a manager
Reviewer
Robert
Location
Dromore
Date
17/02/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Excellent broadband provider.
Reviewer
Nigel
Location
batley
Date
16/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Littledown
Location
Cheltenham
Date
16/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dire. Bought the business supply. Plusnet promised fibre speed 28-38mbps but it's 16 at most. They promised to connect it in 3-5 working days but didn't see anything wrong with 7.
A fortnight since the internet was (eventually) switched on, they have told me it is slow and they expect me to do all the diagnostic tests for them, try another router (from where?), mess around with the BT socket etc. Wish Virgin provided fibre here!
Reviewer
Helen
Location
Cheshire
Date
16/02/2016
Comments:
If possible would give minus 5 stars we still have no internet and every day they keep postponing the date they never ring it's just text messages all the time - I am sick of ringing them and being put on hold absolutely useless wish I'd never swapped to them - dreadful service from the start would not recommend them to anyone
Reviewer
sharon Baker
Location
cheshire
Date
15/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
please AVOID this company. It is the worst customer service, broadband speed and reliability that I have ever encountered. I cannot even load a picture on face book !!! They won't do anything and I am tied in to a 18 month Contract. I am going to try and get out though, everybody needs to take it further than leaving a review on here, you need to take it to the consumer ombudsman, otherwise they will keep getting away with it !!!
Reviewer
mark
Location
maidenhead
Date
14/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
worst customer care i ve every experienced. Internet did not work, no tech follow up, bills wrong, even after id left and received confirmation of a clear account ....6 months i get a demand for missed payments...they ARE USELESS.....so bad i gladly ran back to BT!
Reviewer
didi
Location
west-midlands
Date
13/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
plusnet is the worst internet broadband provider. avoid using them.
i switched from sky to plusnet to save. they took payment from me when i signed up with them. my internet was supposed to be on a week ago. everyday i keep calling them, im put on hold to then be transferred to another department where i am put on hold again. On average i am on hold for 45-50 mins. they keep saying that my internet is delayed because of their supplier, which is really none of my business. i need internet everyday to get on with things but because of their crap service i have to go out of my house to sit in a mc donald or subway or wherever they offer free wifi. i have to spend money at mcdonald or subway to be able to use their wifi, however at night i have no access to internet. it's really boring and annoying.
this has been going on for a week now.
i am disgusted with plusnet. signing up with them was the worst move i've made.
they are absolutely crap.
to save you stress, dont go with plusnet.
cheap is not always the best solution.
sky was the best of them all and i left them but i will go back to them because after an 18 months contract with them, not once i had to call them for an issue.
if you want the best fibre optic, customer service etc... go with sky or if you are already with sky, stay with them.
Reviewer
william mclaughlin
Location
wolverhamptonj
Date
13/02/2016
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Be very cautious about joining this company. If you see an advert on tv or on the website offering cashback , unless you say the word cashback you won't get it. The sales person will omit the word earning him a commission and saving the company money. BE WARNED
If you are a customer and want to add BT Sport to your package you pparently need super fast broadband. Don't assume that it is a one year contract. The sales person won't tell you earning a commission and making the company a further years money. BE WARNED.
They charge you for unanswered calls - 26p to landlines and 29p to mobiles because they have to use a network partners with British Telecoms. Contrary to Ofcom guidelines plus if you ask for a specific reference for these charges in their terms and conditions you won't get one , probably because there isn't one. BE WARNED. And when you have had enough of unavailable online website and lengthy waiting times - up to an hour sometimes don't bother writing tom, their CEO,Andy Baker because he hasn't got the decency to reply. BE WARNED.
Reviewer
Helen
Location
Cheshire
Date
13/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Was expecting big things with this company!!! Thoroughly let down still no broadband date keeps getting put back - I've made so many phone calls plusnet blame BT as there provider and BT came out and said no reason why broadband can't be switched on -between myself and my husband we've both taken time off work unpaid for an engineer to call -absolutely fed up and our daughter can't get online to revise for upcoming exams- wish we had stayed with our last broadband provider - so stressed out with this company and very angry
Reviewer
Mr M
Location
South west
Date
12/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service, if you want to be robbed for service you didn't get and debt management for £10 when you had line issues over a month to get fixed to a useable state.
Avoid as seriously minus 100 stars is the correct rating
Reviewer
Gaz
Location
West Midlands
Date
11/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I don't understand why PlusNet are touted as a reputable company with excellent customer service.
They are crooks and some of their business practices are questionable to say the least.
A few examples to prove my point;
1. If your router breaks after the 12 month warranty period (information you will only find out if you experience this problem as it is nowhere advertised) you will told that if you want to have the internet that you are paying for you will have to pay an inordinate amount for a replacement modem.
2. If you relocate homes and require your internet to move with you, again you will be asked to pay an inordinate amount.
3. When you are asked to pay for anything, their "customer service team" will ALWAYS offer you to extend the contract instead. Never do this, once the contract is extended you are locked in and will need to pay to get out of it if (for example) your internet suddenly stops working as it should.
4. The speed of their internet is awful and they make no effort to fix any issues.
5. The customer service team simply do not do what they promise, returned calls are not made, responses to emails and messages are left wanting and there is no effort or interest.
I hope this gives some of you a clearer picture of PlusNet. I understood when I signed up that the company was a reputable and fair one with excellent customer service. Unfortunately the reality is quite different.
I will be going back to Virgin as soon as I am able, even if I have to pay for the privilege of leaving.
I would highly recommend that you steer clear of this ISP.
Reviewer
ZR
Location
Manchester
Date
11/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very disappointed as I switched to Plusnet two weeks ago, phone started on 8th feb and broadband was to start on the 9th , nothing happen on 9th nor anyone contacted, when called was told 11th feb. Same happened on 11th , when contacted online was told that's the estimated date now it's 15th feb. very disappointed and let down . Without broadband over a week .
Reviewer
DelBoy
Location
Date
11/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Pretty piss poor long term customers disrespected and ignored for any deals; amazingly slow for promised speed. Why doesn't sale of goods legislation kick in? Most ratings should be a zero and not even one star. They took over from force nine which was also bad. Expensive for all that!
Reviewer
Sally
Location
East Sussex
Date
10/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I joined plus net a couple of years ago mostly because of the good reviews and customer satisfaction . The cost was pretty much the same as other competitors. I pay £26.98 per month.. Since then connection is generally slow, I keep being told I should have fibre optic. I have had days without connection in the past and have been satisfied with the service. Sad to say that now things have changed. I've just had 5 days without connection. Tried calling last night 30 minute wait to get through without satisfaction but tonight was determined to get assistance. I've been on the phone for exactly 1 hour and 1 minute! Spoke to a female who admitted she was no good at maths, suggested at 19.50 I should wait for 4 hours to turn off the router and turn back on but could not work out what time that would be! When I asked for refund for the 5 days I've been without internet she has offered me £1.66 she was unable to tell me a cause, saying it could be a lot of things. I was expecting storm Imogen to blame... And said she now had a calculated. In conclusion plus net ok when you have connection when things go wrong a nightmare to get through to them and far from satisfactory feedback
Reviewer
Adam
Location
Russell
Date
10/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
It is not good because it is extremely slow
Costumer service is good because they treat you well
Broadband speed is rubbish because it NEVER woke's and it is VERY SLOW
The reliability is ok because it sometimes stop working
Reviewer
Kyle
Location
Swansea
Date
10/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible, worst ISP(internet service provider) I have been with don't think It could get worst but somehow they find a way to be worst. A joke speed of 9mbs when my friend 3 doors down on virgin is getting 200mbs. Upload speed is nonexistent at 0.5mbs. Worst reliability ever random drops often to the point of not being able to load a simple website. Customer service is a no go as your better off searching for you answer on the web. Plusnet also like the randomly block websites here and there for some odd reason with no explanation at all, don't go with this ISP what a joke of a company cant wait to switch!
Reviewer
robin
Location
lincolnshire
Date
09/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
we have been with plusnet customers for two years. at first a great provider fast reliable trustworthy internet and great customer services and the price is fair. past year on the other hand not so good. the connection constantly goes down the speeds are slow the customer services couldn't care less the engineers on the phone just tell you to change channels in your router when the internet and/or router is as much use as a chocolate fireguard. ive asked for a new router but was told no my router is fine and that they dont give out replacements and that a engineer needs to come to my home. im guessing a nice charge there to when he diagnoses its my problem not plusnets. i have left plus net and will not be returning anytime soon. my only advise check your coverage mine is covered and supposedly is brilliant but but still sucks. if you live in the country avoid plusnet better off with a more mainstream suppler.
plusnets phone on the other hand cant fault it good prices.
Reviewer
Kristen
Location
Halesowen
Date
09/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been a customer for over 3years ,broadband crap,paying for fibre optic,but only one device can be used at anytime,phoned to cancel a contract which I now I signed up for twelve months over 19 months to be told it was 24 months,and have to pay to come out,all they say it's on their screen ,I don't care what's on their screen I know I signed for twelve months,and they said won't cancel unless I pay today,for something I never agreed to,con artist,we didn't get what we paid for in the first place ,disgraceful ,bring back paper contract so you can see what you agree to,they tell you one thing ,then put what they won't on the computer.
Reviewer
Pash
Location
London
Date
08/02/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I am thoroughly disappointed with Plus Net. Broadband speed is intermittent. My Skype call always drops within a couple of minutes. Had an issue, logged the problem online, no response. I called, I used the online chat facility to chase up and got 'it will be delayed because of the storm'. I called to the customer support number, they had no clue of my issue, and fixed it right away - poor online support, don't ever use it. But to call, please make sure you have plenty of time to be on hold. Also, when bought the package, I set up the direct debit. Never had an issue with any company before with direct debit but then, the email said my direct debit failed because no instruction was held .. so is it my fault or their fault then not to submit the instruction to the bank when I provided all to them at the time of my subscription. Poor service, poor business organisation. I can't wait for my subscription to end!
Reviewer
Kevin carpenter
Location
Exeter
Date
06/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I tried to switch due to their poor speed and refusal to offer me a better deal after being with them for three years. Once I had left they invented a punishment saying I was still in a contract with them and wanted £100 penalty. Even though the deal that I was on was on their website as free for 12 months and a 12 month contract, yet they say I was in a 2 year contract. Don't go with them or you cannot leave without penalty, real or invented
Reviewer
jimer
Location
manchester
Date
06/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling in pretty much every way. Lots of customer service options but seemingly no coherent communication between themselves. This results in being stuck in a loop, lost hours to my fault to no avail. Pointless.
Reviewer
Rob
Location
Shrewsbury
Date
05/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband buffered a lot, dropped connection frequently. Customer service was truly horrible - they send chirpy emails, but then turn really nasty. They defaulted on our contract by putting the price up, then charged us a cancellation fee when we went elsewhere. They email you for free but you can not reply to emails and have to spend a long time on the phone listening to terrible music while they ignore you. We'll never use them again
Reviewer
Tasha finch
Location
Middlesbrough
Date
04/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is absolutely crap! Connection constantly dropping but apparently it's fine on their end! It's ridiculous customer service are snotty aswell and cut off the chat before your finished talking to them absolute idiots!!
Reviewer
Greg
Location
Crawley
Date
03/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
if i could give no stars i would.
Completely ignorant customer service - you will waste hours with this company - avoid at all costs
Reviewer
Alan H R
Location
Barnsley
Date
02/02/2016
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Plusnet since I cancelled with Talk Talk (Rubish ), great service, Yorkshire based company who usually look after their costumers. My contract is up for renewal, but on looking at the speeds offered my upload speed will go down from 10mg to up to 2mg unless I upgrade which will cost me more.I' looking round now for a better deal, but not many good compliments for other providers !
Reviewer
Rachael
Location
Bedlington
Date
02/02/2016
Comments:
Absolutely terrible say you can join online yet they take your payments then say you don't have an account with them and have to wait days before getting your money back got passed to god knows how many departments would never ever use these again
Reviewer
Trevor Harris
Location
Sherwood Ave, Hedge End Southampton
Date
01/02/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I changed from TalkTalk to PlusNet to better my broadband speed. With TalkTalk I could not get on line or stay connected. With PlusNet I can get on line but because the speed is 1.5Mb I cannot download anything even my computers auto updates. Its time to change
Reviewer
John
Location
Northumberland
Date
01/02/2016
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Moved at the beginning of January to unlimited 'fibre'+. Speed dropped off and now 30% slower than my previous ISP. Upload speed is 0.03mbs so FTP is a nightmare.
Very disappointed.
Reviewer
stephen owens
Location
maghull
Date
30/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
awful. ping average around 100 upto 2000. yes seriously. has been off a couple of times as well. Cant game most of the time and its a fibre package.
Worse than all the other suppliers I have ever used and this is my first fibre package. Tied into a contract that does not live upto its promises and customer services say "nothing wrong at our end fancy trying the more expensive package to see if thats better!"
Long wait times for customer service poor service, terrible value for money. I would like to say something a little good but thas not easy......oh yes there is one thing, the operator spoke good english.
Reviewer
Chris
Location
Manchester
Date
30/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Sent out router late.
Had to call 3x already - each with a 30min wait.
Online support useless.
Router not working when arrived.
A really, really, REALLY poor first impression of Plusnet.
Reviewer
A. Qayum
Location
Cleckheaton
Date
30/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I joined plus net from sky. Plus net connected to an old disconnected telephone line. I had to wait four weeks for connection. During the 18 month contract both telephone and broad was a night mere.
As I decided to move and another network they cut me off nine days before the transfer date and charged us for next month.
Reviewer
AMcC
Location
B74
Date
29/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since April 2015 we have had what can be, at best, described as poor connectivity. In the last 9 months every inch of wiring in our house has been replaced. We have had 2 routers, 2 replacement wirings and 2 new sockets yet we are currently receiving 0.5 Mbps download speed (we are less than a mile from the exchange so considered to be 'close'). Having spoken to Plusnet, we should expect between 5 and 11 Mbps. The important point here is that 5Mbps is the MINIMUM exptected value. By Plusnet's own standards they have failed to provide us with 10% of their minimum level of service in the past year. Their customer service is very friendly and helpful but this is mitigated by their inability to provide the level of service required in the 21st century.
There are only so many times we can switch our router on and off and check the connections.
Plusnet may be friendly but so is my labrador and I would not trust him to provide me with a reliable internet connection.
Reviewer
Unicorn
Location
Horndean, Hampshire
Date
29/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I recently left plusnet (internet and phone provider) to go to another provider. Fortunately I cancelled my direct debit after they had taken what should have been the last payment. They tried to take payment for advance rent for the month following the expiry of my contract and complained that I had cancelled the direct debit. I think I got this bill cancelled as they sent me an email saying so. They have now sent a statement demanding payment for a differing amount and threatening additional fees and debt recovery action if is not paid. They have not sent an invoice to show how the bill is made up. I suspect they want to charge an amount for disconnection.
It is impossible to communicate with this company by email since although they send me emails they do not read any responses and tell me to communicate via my account on their website. However, they closed my account when my service ended so I cannot see the bill they calculated after they closed my account. It is also very difficult to communicate with them by phone as they do not answer the phone other than the usual succession of "press 1 etc" and then awful noise. I leave my phone on speaker whilst waiting for a response and the battery often dies before I get a response. I did mange to get through once but the chap at the other end placed me on hold when I could not provide a password even though I could quote him all the details of the debt chasing letter and the battery ran out on my phone before he got back to me.
I tried phoning them from my mobile phone and got charged £1.36 for the privilege of not getting through.
I may try writing but as the debt chasing letter has no reference other than my account number I am not sure it will get anywhere and presumably I would have to send it recorded delivery (if that still exists) to be able to prove I wrote to them. Trouble is that email is supposed to save postage costs.
Reviewer
Ben
Location
Shropshire
Date
29/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been with plusnet for a while and it started off OK. However, it went downhill when I moved house and more recently, trying to cancel the service due to a house move and dissatisfied service. Briefly put.. Didn't have acceptable broadband in the property for 3 months after moving in. Granted not all plusnets fault but didn't help. Also Had to either pay a 'moving fee' or committ to a further 24 months (swore he said 18 months, but they have it on record allegedly). Should have told them to do one then and get a better deal elsewhere, but gave them the benefit of the doubt. Had technical issues a few months later and was told it was the router, so to resolve it, I either had to pay £50 for another one or commit to ANOTHER 12 months. I said no thanks and have had to put up with poor internet until contract runs out. Moving again, leaving contract early had to pay £91 cancellation fee. I don't care if they're from Yorkshire, bad service is bad service.
Reviewer
Bel
Location
Gloucestershire
Date
28/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Worst ever. Huge call wait times, then they put you on hold and never come back. Nightmare customer service. How do they get away with it?
Reviewer
Sue
Location
Essex
Date
27/01/2016
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Been with Plus Net for more than 3 years. No problems at first & I recommended them to others...However, November 2015 my broadband was cut off...~Virtually impossible to talk to anyone (hour's waiting time)....There was a message on their answering service (at that time) that said they were aware of a problem with broadband and users should reset their routers..Since then, Plus Net would not comment on that message...kept saying there was a fault on my line...Sent round an engineer - the wrong type...the engineer said they should have sent a broadband engineer..Plus net are now asking for £50 call out...i had to find my own engineer to sort out the problem...plus net need to pay me £50 compensation, not make me pay for their mistake.....Very bad customer service, get fobbed off all the time...What has gone wrong with their service?
Reviewer
karl adams bennett
Location
westmids
Date
27/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
plusnet is a ripoff as soon as you sign your contract you are doomed there costumer service do not give a dam and must all be trained on how to tell lies then when you do leave they send you a debt letter saying you owe hundred and something pounds SO CHECK AS MANY REVIEWS ABOUT PLUSNET AS YOU CAN
Reviewer
Julian
Location
Oxford
Date
27/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Joined years ago, back then they were market leader for customer satisfaction. But has gone to Hell in last year, must be the finance guys cutting costs to increase margins. Speeds slowed and slowed, now snails pace. You log the issues, they give you spiel about how maybe its this or that or the other problem but they DO NOTHING except 'raise tickets' ie push paper around. Desperate, I go to neighbours to get broadband! But Im PAYING plusnet to fool around! Now signed up to Zen, cant wait to be shot of Plusnet
Reviewer
Julian
Location
Oxford
Date
27/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Something has changed at Plusnet. When we joined some years ago, it was a byword for service quality. Speeds were good, prices low and handling of problems exemplary.
Not any more. Recently speeds have slowed and slwoed and at last became snails pace. When we contacted Plusnet, they were long waits to get attention and when we did, the guys semed utterlu uninterested in fixing the problem, suggetsing I do various tests including buying another router myself! There was no suggestion what they would do to help or when.
In desperation I have moved to Zen, costs more but they have a good reputation plu I am paying for fibre because sick of the blame game whereby Plusnet pointed the finger at BT the whole time
I think Plusnet found service qaulity too expensive and decided cynically to increase margins by lowering quality. Dont go there - pay a bit more and go elsewhere!
Reviewer
User
Location
Southwest
Date
26/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For anyone old enough to remember BT as the only provider, plusnet are owned by BT.
For my sins I had my calls and phone line with a provider bought out by plusnet.
If you enjoy 15-60 mins wait for a response from a script reading person incapable of anything more than spouting indifference or lies- join plusnet.
I'm prepared to pay £30 a year more for real service from Zen how provide decent service.
My faulty line open reach bodged a damaged cable back in and has failed in 30 days will be moving to Zen where they can deal with open reach who don't turn up for appointments and whose engineers can't use a mobile phone to tell you they won't be coming.
Only way BT group will change is if it is starved of income as people bail to better service elsewhere.
Reviewer
Dave
Location
Aberdeen
Date
26/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would not recommend plusnet. Compete disaster from begin to end. Order went though wrong, had three missed visit from BT openreach to change from previous supplier. Was out of broadband for a week as a result. Speed is stockingly unreliable. 10mb is the normal speed, but will suddenly drop to as low at 100kb. Making steaming video or even web browising impossible. Completly useless. Extemely dissatisfied with this company.
Reviewer
PhilS
Location
Buckinghamshire
Date
26/01/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I'm a little surprised by a lot of the reviews here. We've had Plusnet Fibre for quite a few years now and it's always been quick and reliable. I do find their 'members control panel' a bit clunky - so finding out account information or previous statements is a bit of a pain.
Reviewer
grawise
Location
Fareham
Date
26/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have business fibre via Plusnet.
Moved premises and paid for a new installation despite there being existing lines at the premises.
They could not get fibre to work so downgraded to adsl.
One month later we are still waiting despite numerous calls.
They now want to charge £144 to send out an engineer.
If we cancel there is a penalty to pay.
Never again will we use Plusnet.
Reviewer
B
Location
Smit
Date
25/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service. Leave you waiting in all day for an appointment. Turns out it was cancelled and there is no way of notifying the customer. Their excuse is the computer system needs to be upgraded and there is nothing they can do. They don't even apologise for it. When I complained they said I would have it set up in a week. They I got emails saying it would be a month. They didn't even offer a refund of the £49.99 I had paid for the engineer's visit which they cancelled without telling me.
They write tickets that don't make much sense. When you add comments they ignore them and put the ticket on hold for review in a week.
All in all they were useless and rude and I have no idea how on earth they have won a customer service award from Which?
Reviewer
simon
Location
Dorset
Date
25/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
We have business broadband from PlusNet having moved from BT. Whilst Broadband speed checks show a very fast speed, the actual performance is dire. It takes 40 seconds plus to load any web page and often times out. Does anyone know why PlusNet seem to have such slow speeds - I ask as it seems to be a regular complaint and we need to be able to change supplier asap!
Reviewer
PlusNet Never Again
Location
Bristol
Date
24/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've had broadband from a variety of companies over the years and never had an issue until I joined PlusNet.
Be very careful signing up with these guys - the customer service really is appalling. Two weeks in and I still have no broadband - they are now sending an engineer that I (probably) have to pay for. They also say that I can't cancel without penalty, even though they haven't been able to sort things out.
Just avoid. I've never had any issues with either Sky or BT, and I went with PlusNet due to a good offer. Well, this is proof for me that you get what you pay for - this is cheap, but the company us hopeless!
Reviewer
Boss
Location
Dorset
Date
24/01/2016
Comments:
Plusnet = ever slow net speeds ,you pay for this but they give you that ,waiting for them to pick the phone up will take 30minuets out of your day ,customer service is is either non exsistant or worse condisending and or arrogant you will be made to jump through their hoops in an attempt to make you feel they are doing something when they are not , fact is their bandwidth is near non exsistant when the kids get out school or are holiday your speed will drop like a brick ,they gave their customers old out of date routers that in their own words were not designed for streaming hence the buffering and stuttering ,customer services has an excuse for everything
It used be ok but in the last 2/3 years its gone bad and this is reflected in the lack of customer service and their could not give a toss attitude ,look at the sheer numbers of people complaining on sites like this all over the web !
Reviewer
Oobuc
Location
Date
24/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dail up speed fiber prices ,they have an office completion every day to see who can leave the phone to ring the longest !
Prizes are are given for best story as to why the broadband is to slow !
Reviewer
Ferkem
Location
Date
24/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
NO don't unless you need the pain ,slow speeds old out of date routers that stutter and stammer their way through on line videos ,drop outs by the dozen .
30 minuets to answer the phone ,then they say we put you through to someone don't worry you won't queue then comes the music your queuing again another 30minuets ,customer service can be arrogant and tell you any old rubbish just to fob you off ,if you get to repair one their cars or appliances give them a 30 minute on the phone and a time and date for the job then tell them it will be another week and see how they like it !
Reviewer
Ferkem
Location
Date
24/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is insulting to say the least ,one of the mistakes you can make is to go onto live chat first it will log your questions /complaint and when you don't get any help you go to phone up they already know what's wrong before you start .
OK my internet keeps dropping out ,no our internet has not dropped out its your router iv checked and it has not ,he,s checked but iv only just told him ,then comes the long list of things that could have caused the problem and all your fault its nothing to do with plusnet at all ,its like an interrogation from the stazi pull them up on a question and he will talk over you and keep going ,
They sold you this crap service with a smile they did not you that your share of the band width will go down to 4fiths of f all , or if you bank on line and it drops out your transactions are void , or that if you are recording YouTube channels for research it constantly buffer every other second or just hang up for minutes ,that's frustration enough but to be told in a condisending /patronising voice its your fault is the icing on the cake ,if some one spoke to me or mine I would just headbutt him ,but he is up north on the end of a phone in his warm office getting paid a bonus for trying to talk people out of complaining by talking down to people ,plusnet need them spoons shoving up their RS !
Reviewer
chris seymour
Location
north east england
Date
22/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with plusnet now for about six months and the internet performance has been poor. My phone recently stopped working and the internet got worse. Trying to contact customer service either by phone or on their web chat is a joke. 40 minutes wait time and twice as long should you want to cancel. It gets no better once you get through I have been lied to and fobbed of time and time again. I have to wait 8 days before their engineer can even investigate and that's not even guaranteed. They blame an influx of work. The outsource there tech to csc and engineers to BT. They are owned by BT. They have promised me an engineer would look at my problem 3 times and they have promised my call backs twice, one to be called back by a manager and one to be called back by cancellations. Neither happened, I went on web chat again today and they disconnected me because I asked for a commitment. They have told me that they do not give any time scale to fix a problem - they will just do it when there providers get round to it. They have told me that BT are not honouring the service level agreements and they are not doing anything about it. Speaking to them they have also told me that the quality of service that they provide does not need to be fit for the purpose such as playing games on the internet or streaming movies. It can be whatever quality they provide.The company is a complete shambles and I recommend that anyone reading this take note and beware. I still do not have any service and I don't know when I will and neither do plusnet. However the took the direct debit payments today. Faceless company which has lost my trust. Never will I deal with them again.
Reviewer
Gabriel Oaks
Location
Cooden Beach
Date
22/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Plusnet are a complete shower although they might excel at spoon-whittling.
Customer services are difficult to contact (I've given up trying to call) and they keep closing out online issues just because you don't or can't respond quickly enough.
I've tried to raise many complaints with them and these are essentially ignored /not accepted as complaints. Presumably is undertaken to boost their claims of good service.
The advertised linespeeds cannot be achieved through issues in the adjacent streets (BT staff confirmed this) except Plusnet keep arranging to have my house rewired (several times now)!
They claim reliability although my own experience /monitoring cannot support this
Indifferent to customers they are best avoided and I'm looking to move - except I cannot find a telephone supplier that hasn't got a significant number of bad reviews.
The only reason I'm still with Plusnet is I cannot afford the potential risk of broadband downtime not can I take yet another day off to wait in for a repair man.
In this respect BT Openreach are to blame as they insist on half-day appointments; an anachronism in the 21st century.
Looking to ditch the landline!
I will move from Plusnet as soon as possible finding them far worse than Sky for customer service.
Reviewer
Paul
Location
Essex
Date
22/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I left BT to go with Plusnet 16 months ago, no providers could give me fibre in my village back then, but now BT can, so I signed up with BT again. I got a email from Plusnet saying they were sorry that I was leaving on 29Jan 2016. The next day Plusnet cut off my broadband! This was two weeks ago, so now Ill have no internet for three weeks. I ring Plusnet, after an hour of trying to fix the problem, they said my rooter was broken and I had to pay £40 for a new one or get it free if I signed up for another year! Funny how it worked fine for sixteen months but the next day it breaks! Shocking, my advice is think very carefully before joining Plusnet
Reviewer
Tom Barker
Location
Morecambe
Date
22/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
POSSIBLY THE WORST COMPANY I HAVE EVER HAD THE DISPLEASURE OF DEALING WITH
Never got the published speeds.
Internet cuts out every night.
Tech support say they will call you back but don.t.
Customer service are unhelpful.
Top and bottom is they simply do not care about customers. Can't wait to get away from these losers.
Reviewer
SteveW
Location
Kent
Date
21/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had 2 months of hassle with the PlusNet BB service.
Repeated calls, poor quality tech support, Laggy or non-loading pages.
Something really has gone wrong at PlusNet in my area and it is impossible to resolve the problem with them.
Massively frustrating company to deal with.
Reviewer
James Thomas
Location
Harrogate
Date
21/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The absolute worst customer service I have ever received. Was told that my £50 rebate for signing up will be sent out in cheque form, as the email link they sent me had a error message, so they would just post it out to me, but I should wait 1-2 mths. Went on my honeymoon, come back and ask where it is, and am told I should've claimed the offer within 2 months. I have been in touch 15 times oer that 2 month period and have been told story after story about how they will send out my money. Now they deny ever saying this EVEN THOUGH I HAVE IT IN WRITING. Never, ever, ever go with Plusnet if you want adequate customer service- they are absolute liars. AVOID.
Reviewer
David
Location
Shrewsbury
Date
20/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
We had an agreement with Plusnet for our phone and Fibre broadband to move to our new house on 15th January. I waited in for the engineer but no-one turned up. I called and was told that plusnet had not ordered the internet from BT and I could only get ADSL at the new house - did I want that instead? I had to push the point and get them to look harder to see if we could get fibre. We are only moving 2 doors away and the wire goes to the same box as our previous fibre. In the end they agreed that I could have fibre. Internet was not ordered by plusnet until 19th as they had to wait for 'tags to be updated'. I had been told that installation was usually within 5 days of the order, depending on BT engineer availability, but was in fact often quicker. So would I expect installation by the 26th perhaps at the latest? No, in fact the latest is that it won't be installed until the 9th February at the latest. It is not Plusnet's fault of course and that is a running theme in every complaint I have read about them - they do not take any responsibility for their own mistakes or make any effort to rectify problems for their customers. The advertised promises about their customer service are rubbish!
Reviewer
bluepop
Location
WIDNES
Date
19/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
poor BB speed -a lot less than previous provided TT trying to get PN to improve speed was fruitless. I have been told the equipment is different to TT-assume that means inferior and the router is poor.
Do not use Plusnet
Reviewer
Brian
Location
Ayrshire
Date
18/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I tried to transfer to plus net from post office and its been an utter farce:
Placed order on Dec 29 - activation date 13 Jan
29 Dec- got text from plus net saying there was a cease order on my line from post office. Called post office, got it removed, called plus net, was told order had been redone and would go through within 24 hours and would go live on 13 or 14 Jan.
12 Jan- no sign of router, called plus net. Told order hadn't been placed due to human error. Order redone, told I'd go live on 19 Jan. Got email 2 mins after call saying go live on 26 Jan. Contacted them again. They apologised for errors and confirmed 26 Jan.
18 Jan- got email from plus net saying I was going to lose my landline number as it wasn't on BT network. Called them and was told email was a mistake again due to human error, but that as a result the order would need to be done again (4th time now) so would be yet another 10 days.
I've now cancelled the order and asked for refund of cash I've paid them which they've said they will. I also asked them to reimburse me £24 for the additional costs I've incurred with post office due to their incompetence, but was refused. I asked to speak to the supervisor, and I am still waiting for him/her to call me back.
I can't understand how they can stay in business when they can foul up something as simple as setting up a new customer 4 times on the trot...
I can't comment on their actual service / broadband speed as they were incapable of supplying me with it...
Back to BT it is for me then, more expensive but at least they are interested in having my business.
Plus net are sadly not doing anyone proud. Based on my experience I can only recommend you avoid them...
Reviewer
Robson Thomas
Location
Manchester
Date
18/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst company I've ever encountered!! We have been left with no Internet for 3 weeks now and no resolution offered. Customer service is appalling, expect to be left on hold for at least an hour. Nobody will call you back as promised and no compensation has been offered! Stay away!!
Reviewer
jd999
Location
london
Date
17/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The adverts may portray that Plusnet understand customer service, however the reality is very different. Wait times of over 40 minutes are typical when calling customer services. Systemically poor service, ill thought out processes and rude poorly trained staff.
Waited 3 months for broadband and now I am fighting to get a refund. Use a more reputable provider. .
Reviewer
Sandra
Location
Chepstow
Date
17/01/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Excellent service and speed. They are a sister company to BT but they are a lot cheaper than BT.
I have never had any issues with connection or speed.
Reviewer
bluepop
Location
WIDNES
Date
17/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
awful customer service.
I was told (in writing) I would receive at least 3mb of BB speed but received less than 2mb when I joined- took a long time in phone calls/waiting etc to be told there was nothing they could do- after 6 weeks!! dont use Plusnet
Reviewer
bluepop
Location
WIDNES
Date
17/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
awful customer service.
I was told (in writing) I would receive at least 3mb of BB speed but received less than 2mb when I joined- took a long time in phone calls/waiting etc to be told there was nothing they could do- after 6 weeks!! dont use Plusnet
Reviewer
Allan
Location
Hannington
Date
16/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't waste your time, none of their hype is true and I can't understand why trading standards and Ofcom haven't busted them for their lies yet. Just wait till your in a phone que for 55 minutes to speak to somebody. Watch out for them making you pay up to a year in adavance for phone line its all part of the con.
Reviewer
Graham
Location
Glasgow
Date
15/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Plusnet is, without a doubt, the worst internet provider out there. Connection can be strong but when it is, the broadband stays up for mere minutes.
Reviewer
kamruzzaman
Location
camden town
Date
15/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet is the worse broadband service provider that you will ever come across. The customer service is so worse, I've contacted them since 20/12/15 to 15/1/16, to get my fault fixed. I had issue with the telephone line which was making my speed slow and get the connection dropped every time. Now because the issue is on the broadband and also the telephone line, I was told to get refund soon after the issue is fixed. The issue is fixed now and they are lying about the telephone line issue.So they're offering me refund for full month of broadband and not for the linerental. There's many other things that plusnet does to its customers which you will not face it until you join them, let just say one of them.If you have any fault on your line it will take atleast two months to fix it and when you contact the customer service they will keep on give you the wrong information just to get rid of you.
Reviewer
Ann Bonds
Location
Cornwall
Date
15/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Avoid! I have just been charged £30 for cancelling my contract outside of my 12 month period that I signed up for because they say they have to cancel the line. I argued that I didn't want the line cancelled because a new person was moving into the property and she wanted the service continued. They told me this couldn't be done, even if she signed up to a new deal before the cancellation date I had given them. Now it appears that she will have to pay to have the line activated.
I have never had this problem before and it seems entirely wrong to me.
I could understand it if I just simply decided I didn't want broadband any more but I am just moving house and want to stop paying for broadband on a property I no longer live in.
The service was quite reliable while I had it but please be aware of the hidden charges which were not explained to me when I took out the contract. I wrongly assumed that one the 12 months was up I would be free to go. That is not the case.
Reviewer
v gaynor
Location
LEEDS
Date
15/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Joined Nov 2014 we cant get cable so had to use ADSL however near exchange and the speed was about 17mb which was fine. However over las 6 months speed dropped to 6 mb and lines kept dropping inand out. Waited ages on the phone over an hour and still couldnt get through to Plusnet. Just called now and the couldnt give me a date for an engineer to call so left it in their hands to tell me when they can find the time to call and fix my BB ...Absolute crap service will be leaving when I get the right deal.
Reviewer
janet brooker
Location
Chelmsford Essex
Date
15/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Theses were the best people to go with. Unfortually that no longer happens. Waiting time for them to answer phone average 1hr. When having a fault. Blamed it on the Cumbria floods. All lies. Do not go with this company. They tell you that they are a small company. They are a sub of bt. Digusting and false information.
Reviewer
Amanda
Location
Derbyshire
Date
14/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been a Plusnet customer for several years both for residential and business. The week before Christmas we lost broadband, we have BT telephone lines both at home and work, now if this had been at home never mind but we are in retail and we couldn't use the card machine. We finally regained broadband 3 weeks later, lost goodness knows how much, no compensation, they don't do it, but we got £14 for our trouble! Back in April when they forgot to connect me at the new house they gave me two months free broadband but it cost me £140 to phone them! We had a threatening email over the holidays saying they were taking us to court for un paid bills I rang to complain they just apologised and said it was the wrong account, two days later we were reconnected. Open reach said Plusnet had cut us off cos there wasn't anything wrong with the line! They kept adding more time to my broadband at home over the holidays and when I rang to complain I was on unlimited the sods said they had no record of it nor my move they said they would listen to the tapes, they didn't say it would take 10 days until I rang to ask what was going on but I have now been waiting 2 weeks! Customer service? What customer service!
Reviewer
peter
Location
liverpool
Date
14/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
do not go anywhere near this company, i have been with them for 10 weeks and everyday there has been problems. i have had 2 engineers here and both have told me it is the router that is faulty but Plusnet can't be bothered replacing it. they take your money then ignore you and if you call them you will be waiting up to an hour at a time. i have phoned then everyday (sometimes up to 5 times) and the best time i have got through to them is 30 minutes...
go elsewhere...YOU HAVE BEEN WARNED
Reviewer
Sullivan
Location
Trimdon
Date
13/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Thought TalkTalk was Bad .
They great compared to this shower .
Pay for Super fast and get 4m
Avoid at all costs
Reviewer
James
Location
Buckinghamshire
Date
12/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Comments:
Placed an order for fibre optic on 23rd December, and advised that as the line had been disconnected at the exchange an engineer would be required to reinstall it. Was explicitly told that the fibre optic would be activated at the same time and my net would be up and running on the day the phone line was reinstalled.
Engineer booked for 11th Jan, received a text stating that the line had been installed as scheduled, then another a few hours later stating that as my line has been started recently, I would need to wait 24 hours for an activation date for the fibre optic to be confirmed.
After a long time in a queue on the phone to find out why, as promised, my internet was not available to use, I was informed unapologetically that fibre optic orders are not placed until AFTER the phone line has been activated and I would need to wait another 5 to 10 working days for the fibre optic to be activated.
After ending that call, I checked the Plusnet website which clearly states that for fibre optic orders where a new phone line is required, orders will be actioned AT THE SAME TIME to expedite the process.
After another long time waiting for a chat advisor to clarify why website and person I spoke to when I placed the order told me one thing, and customer services told me something else when I called to ask what the hell was going on, I'm informed that a 'system error' meant that the fibre optic order wasn't placed correctly when it should have been.
After me asking why I was expected to pay for a phone line I didn't want or need (other than for the fibre optic), when my fibre optic was not delivered as promised, I was offered a refund on the first month's line rental. Whether this materialises or not I suspect will be another thing...
Reviewer
Bruce Kain
Location
Cannock Staffs
Date
12/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
ATTENTION !!!!!
Ok good I got your attention, you don't know me but I am going to save you money and more importantly ' time and trouble'. Plusnet need to change their name to ' Lonestar ' or maybe ' Minusnet ' cos that's all they get on any review forum, no point in me whining on with my story of woe so I'll cut to the chase and it's this, here are the six true key points you need to know despite what the sales guy will tell you on the phone .......
1. They are NOT part of BT, they have no more influence or leverage over BT Openreach in resolving speed or line issues than any other ISP provider.
2. There IS and WILL be a charge if you wish to leave Plusnet when you discover they are just a bunch of spoon whittlers, I have 6 mths to go on a 18 mth contract and they want £95.00.
3. There IS and HAS been for the last 12 mths at least a 30-45 min wait if you need to phone them no matter what time of day you phone.
4. There is a better than evens chance that the engineer will not show on the day you were told by Plusnet. ( not BT's fault ).
5. The advertised speeds mean NOTHING, whether it's fibre OR superfast, it all depends on what comes out of BT's street corner green boxes and what goes underground, ask your neighbours if you want a true reflection of what your speed will be.
6. The router a Technicolour TG582N that Plusnet send you is old technology and is past it's sell by date, it barely achieves advertised fibre speeds, has just 3x 10/100 usable Ethernet ports, has no USB ports to network drives or printers, has basic router settings and is just plain uggly fuggly !
So, I know what you're thinking. " Should I sign up to Plusnet?" Well to tell you the truth in all the excitement of writing this review I kinda lost track of just how bad Plusnet really are. But seeing as how we live in the 21st century and not the 18th and other providers can give you a service that would blow your head clean off, you've gotta ask yourself one question: "Do I feel lucky?" ........ Well, do ya ?
Reviewer
mr malik
Location
bradford
Date
11/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
KEEP AWAY FROM THESE CROOKS PLS. when u purchase broadband they giv u a date and everything seems ok...a few weeks later the date changes to a further 2 weeks delay. I phoned and emailed and they say it's not in our hands! Waited for 6 weeks and then cancelled and went back to EE. They've done this twice now. Absolute rubbish service and they claims are far from the truth.
Reviewer
Nav
Location
Essex
Date
11/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Terrible Customer Service, treat customers with contempt. AVOID at all costs. Really quite sad what happened with Plusnet 4 - 5 years ago these guys were actually quite good, now one of the worst. So after many years I've paid a lot of money to get away from these clowns as I can't accept the terrible service anymore.
Reviewer
Jaylen fray
Location
London
Date
11/01/2016
Comments:
My partner joined up to plus net and made a payment over the phone for 30 pounds when joining and they said it will be up and running by the 20th of January 3 days later we then revive and email saying we do not have your payment details, and that the turn on date has been delayed! But my partner gave all the details needed on the first call? We decided to rung them and they kept us on the phone for over an hour with disgusting customer service, would not recommend plus net to anyone I have noworked cancelled my order and they say it will take 3-5 days to get the payment back, but how come they can take it straight away? But when they cause a problem they want to distress yourself and tell you 3-5 days! I am so disgusted and will be taking further action
Reviewer
Pawel
Location
Ringwood
Date
09/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Keep far away from them/2015/
Took service for one year and not happy.
Problem with broadband and cancelled my contract 4 month ahead of due.
Asking customer service how much is penalty for earlier contract cancellation~£40 not being informed of cessation fee/30/.
Champions in draining your pocket
Reviewer
kipperbag
Location
newport
Date
09/01/2016
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
DO NOT USE!!!! Took 3 months 20 phone calls over and hour long and 5 engineers. Was promised the line and connection would be fixed installed several times. Was charged by plus net for missing an appointment with an engineer when in fact I did meet him but he wasn't able to install the line. Once the line was installed they cooked up the activation and said it would take 5 working days. Waited 5 days which was just before Christmas. No Internet. Called after Christmas. Oh sorry it wasn't done properly will take another 5 working days. I complained numerous times by email and phone and no one replied. I wish I just cancelled the contract before it started and went somewhere else. The only thing they did offer me was 2 months free broadband - £10.00 after about 30 hours of phone calls and waiting for engineers.
Reviewer
neil
Location
WIDNES
Date
08/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
3.00 stars
Comments:
Poor customer service.
Prior to signing up with Plusnet I was informed my broadband speed would be at least as good, probably better than my existing provider Talk Talk, I also received an estimate of minimum speed. When connected the speed had dropped 25% less than talk Talk.I have waited hours to be connected to call centre and waited days while the line has been checked and settings altered all to no avail. What do I want, only to receive the minimum speed quoted or to be released from my contract without penalty. Plusnet cannot or will not do either. Do not use this company they lie and fob you off.
Reviewer
clive
Location
sussex
Date
08/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
spent 1 hour on the phone trying to review my plusnet package which is up for renewal. Passed from phone queue to phone queue each phone queue 30 minutes long. What a shambles
Reviewer
KK
Location
London
Date
08/01/2016
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Plusnet since summer 2013 and for the past 2.5 years I have only had 3 issues which was quickly rectified. The customer service was great, I felt the representatives were understanding and offered explanations very clearly, it felt human and not call centre script reading bots. No problems with the broadband speed, I get 16mbps and it's been quite constant. I did have a speed issue during the first year but this was fixed within 12hrs from the technical support side. I will recommend friends to Plusnet.
Reviewer
steve
Location
chorley
Date
08/01/2016
Comments:
I ordered broadband with plusnet and it was meant to take 2 weeks. Heard nothing and on due date rang them. Was informed it wasnt ordered and would need to ne re-ordered and take 2 weeks
Didnt trust them and cancelled
Reviewer
Neil
Location
London
Date
07/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you feel nostalgic for the speed and unreliability of 90's dial up then these are the company for you. If you would prefer a service that is useful in 2016 you should use a different provider
Reviewer
Wayne
Location
Leeds
Date
07/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Ok speed when working. You are in big trouble if anything goes wrong. Customer service / technical support is dreadful. You get the impression they just don't care.
The big test is to get to speak to a human being within an hour of making a call. One of the worst companies I've had to deal with!
Reviewer
Daz
Location
Bermondsey, London
Date
07/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The quality started decreasing about a couple of years - to literally dreadful and unusable now - with totally useless service support
Reviewer
Gary
Location
Doncaster
Date
07/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Thought i was getting a good deal with '12months free' broadband with plusnet and had nothing but problems only 3 months left of the 12months and cannot wait to leave.
Constantly drops out and goes to Download speeds of - 0.52, 1.09, 0.86, 1.28, 0.33, 0.11, 0.17 on all different days in the last month!!
New routers, new channels and ip settings still no good.
Reviewer
Lifelessdroid
Location
Kent
Date
06/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Over a month to get a telephone line installed and 6 weeks on we still dont have internet. Had to wait in for four separate call outs, two of which were waste of time because Plusnet either didn't book the jobs in or cancelled them without telling us.
I first joined Plusnet many years ago and was happy with the service and so when I needed to get broadband again they were naturally my first choice. I'm not sure what's happened over the last couple of years but they've gone from a great company to a dreadful one.
Massive shame.
Reviewer
Markus
Location
London
Date
06/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Can honestly say - second worst broadband provider. When calling customer services be prepared to waste around 25-40 minutes waiting for someone competent to answer and when they do, most of the time they are unable to help but suggest to call back later... Speed is a bit slower than from previous provider, but thats not a major issue. Also no contract is provided to you - and when asked about contractual terms you are advised to search on their webpage for more information. Overall - very dissatisfied with PlusNet. "You are not making anyone proud!"
Reviewer
cal
Location
nottingham
Date
05/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
cant really comment on speed or reliability as it rubbish almot a month now since ordered still no router lied to 3 times on the phone and lied to by letter, that say broadband would go live within 2 hours of phone 6 days later no broadband no router told router had been dispatched 3 times now, awful company,awful customer service and just to add this is a business account aswell!!!!
Reviewer
steve
Location
solihull
Date
05/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Comments:
I joined plus net with a 12 month contract in August 2014 with a basic broadband conection as it was cheaper than the BT broadband I had up to then,as promised I did not notice any difference between BT & my new plus net service for the first three months but then it went down hill from then on with really slow speeds so my advice is stop away from plus net,I now with Virgin with speeds 10 times faster& don't forget plus net will charge you a £30 leaving fee even when you your not in contract,Avoid
Reviewer
Andrew
Location
Bradford
Date
04/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
There a joke wish we never went with them charged us for 056 number and didn't tell us u had to pay for them when every other companies don't charge
Reviewer
Elena
Location
Cheshire
Date
03/01/2016
Comments:
Atrocious service
Nothing but lies and
Incompetent staff.
Took a month of confusion and upset before correctly connected. 24 hours spent on the phone. 27 emails and 14 text messages. Promised an apology from head office... still waiting a month later. Connection slow.
"Do you proud"!
Don't believe it!
Reviewer
Dewar
Location
reigate
Date
03/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give them zero on all scores I would. Their tag line "we'll do you proud" should read "we don't give a damn"!! After being a customer for over 20 years in their various guises we have given up and decided to move to another provider and they've even managed to stuff that up and leave us with no broadband for 10 days! Appalling customer service, no apologies, managers who won't even speak to customers (the people who pay THEIR wages) and, ultimately, a company who have NO DESIRE to do you proud!! DO NOT TOUCH WITH A 10 FOOT BARGE POLE UNLESS YOU HAVE HOURS TO SPEND ON HOLD IN PREMIUM RATE PHONE CALLS!!!!! ABYSMAL!!
Reviewer
Leigh
Location
Wells
Date
03/01/2016
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Shambolic service. To cut a long story short Plusnet failed to send a router on time. They failed to connect my broadband on time. They failed to inform my existing supplier that I was moving to them. Their customer service wait times often run to an hour and their 'Live Chat' is unavailable for hours at a time. They have cost me hundreds of pounds and I wish I had never transferred to them.
Reviewer
Leigh
Location
Wells
Date
03/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Shambolic service. To cut a long story short Plusnet failed to send a router on time. They failed to connect my broadband on time. They failed to inform my existing supplier that I was moving to them. Their customer service wait times often run to an hour and their 'Live Chat' is unavailable for hours at a time. They have cost me hundreds of pounds and I wish I had never transferred to them.
Reviewer
Sandra pidwell
Location
Bognor Regis
Date
03/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Lost connection to broadband just before Christmas and called the support desk - queues of over an hour! Had to get onto 4G on my phone to try to log a call and was told by the support person that I had to check the line so whilst I was doing that on my phone he logged off because I had been gone too long! Had to queue up all over again. Am now changing supplier but have had to ASK plusnet for a rebate on the week that I had no broadband. Absolutely rubbish service and broadband is now so slow it's practically unusable.
Reviewer
Rick
Location
Kippax
Date
02/01/2016
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Plus net's own speed checker not available again, Upload speed by Broadband.co.uk gives a reading of 0.55mbs now how CR4P is that?
Reviewer
plusnet promised speed vs actual
Location
Hambleton
Date
02/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The speed quoted was 7mb the actual is 0.95 the advertised speed for the area by Plusnet is 17mb. As for the customer service if you have an hour spare do phone them as the online service does not receive a response!!
Reviewer
Michael
Location
Fisher
Date
02/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The connection here has never been good. Usually it is truly terrible.
I am sure that the problem is always BT, but I pay my money to Plusnet
A truly terrible experience.
M.
Reviewer
Anthony
Location
Kings Lynn
Date
02/01/2016
Comments:
After 5 years not needing any help and good service the minute i have an issue they are useless, also my contract is up for renewal and they cannot beat any prices and are not willing to negotiate to hold onto a customer, seems they are a company who would much rather deal with new customers than existing. Going to be switching after i have finished writing my rant!!
Reviewer
Matt Penfold
Location
West Wales
Date
01/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Very poor customer service. Refused to accept report of a fault on the phone line from me and demanded my disabled mother leave the house putting herself in danger to get to a working phone.
Reviewer
neil
Location
WIDNES
Date
01/01/2016
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Comments:
I transferred from Talk Talk to Plusnet after what I understoood they had a good customer service!
My broadband speed is now down 25% and Plusnet say there is nothing they can do!
I was told my speed would be at least the same as Talk Talk -but now it isnt
poor customer service -I am sorry I left Talk Talk!
Reviewer
JB
Location
Bournemouth
Date
31/12/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I placed support call on 23/12/15 since fibre download speed had dropped to zero (usually > 70mbps). Received response on 30/12/15. 7 days to respond to a service outage seems to be Plusnet standard these days.
Reviewer
Margaret
Location
North Yorkshire
Date
30/12/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed up with PlusNet after O2 were taken over by Sky. Then we moved within a month. First we were given a new phone number, then after a day or so we couldn't receive callsand found we had been allocated a new new number - after we'd notified everyone of our new number! This took a bit of sorting out; but we got the old new number reconnected, but then our broadband order was cancelled and had to be reset, so we were a couple of weeks without. Finally we got set up and everything was hunky-dory. That was September 2013 and things were stable, with good speeds. Move forward to September 2015 and things start to go wrong with broadband dropping out sometimes for several days. When I finally get through to CS "the problem" is never in our area. I've got all the router reset procedure written down - but it seems to be the same issue every time "Have you changed your password recently?" "No, not for several years"! Additionally, in the past few weeks, our speed has dropped dramatically and using the internet on computers is painful. We have gone down to 2.5-3.2mbs on average. We are in a small village, but we have a telephone exchange about half a mile away the other side of the main road. Being the cynic I am, I do wonder if this is some sort of ploy to get us to upgrade to fibre or some other more expensive service. It's laughable to see figures of up to 76mbs for our postcode. We are tied in to another year of broadband unfortunately, so I'll be up early one day after New Year and be ringing at 0800 hours re the speed. Last time I started at 15 minutes expected answer time - but it took 37 minutes before I got through. Still, I can eat breakfast while I wait. I'm glad (for myself) that other people are also having problems - when we started with PlusNet, it seemed they could do no wrong. Maybe they've just got too big too quickly.
Reviewer
Tom Dickson
Location
England
Date
29/12/2015
Comments:
I agree with so many other submissions. I ordered Broadband in Late November, but their Website messed up and I had to resubmit. I 'phoned the order line and after a long wait, got through and placed my order on the 3rd December. The 'phone line was installed 18th December, the Broadband was not ordered by PlusNet until then. I was not told of this. I got a text message yesterday to say that the Broadband would be installed on the 5th January, I got another Text 30 minutes later to say 7th December. Today I called them, kept waiting for 30 minutes transferred 3 times only to be told that there was nothing that could be done to speed this up. My final conversation was with a cancellations team member who was unhelpful, unrepentant and officious in the extreme, stating that if I cancelled, the Broadband would take longer. He did not understand that PlusNet had failed me but having failed, they would be quicker than getting the others to connect me!
Reviewer
Stephen
Location
Southampton
Date
27/12/2015
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Been with PlusNet for 12 months and have received a stable Broadband service throughout. The speed dips at peak times but nothing abnormal. Customer service team are UK-based and appear to have common sense. I have needed to call on them during initial setup and for a minor billing issue.
Reviewer
Dene Hemsworth
Location
Chorley
Date
26/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I have to say, be very careful with their tactics. I recently moved home, they said I would have to pay £145 to move or take out a new 24 month contract. Although not happy with this, I did. Only to find that the Fibre and phone didn't get installed when it should. After 8 phone calls and promises of a call back, they still haven't provided.I have no found out that the house isn't wired up and I should of been released from my contact not tied into a 24 month one. They have agreed to cancel with no charges, but the billing department won't close the account until 46 pence is paid. Ridiculous as I was told I could cancel my DD. BT have said they can install when the exchange has been sorted in January. I would say, steer clear. Each phone call I made was anywhere between 40 mins to 1.5 hours.
Reviewer
unhappy
Location
norfolk
Date
25/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
service started good, but they customer service for breakdowns were slack to useless. They will be greedy and very nasty company to deal with, if you want to leave their services. I will never recommend or use them again.
Reviewer
Garry
Location
York
Date
24/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Sadly I had been a customer of Plusnet since it started and i always have to negotiate with them to get a deal like they offer new customers. They seem to care little about existing customers. Once over they were good, had good customer services and technical support and you could ring or speak to them easily. But sadly now endless phone delays, poor technical and customer support and lack of interest by them, other than taking money meant I left them. I feel once BT took over it was game over and they went downhill fast. Sad really as they were good once!
Reviewer
kamruzzaman
Location
camden town
Date
24/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
This is the worse broadband connection ever, when I first joined plusnet,I was told that I'll get upto 10-17 mb but I got 9mb. After about 2 weeks later the connection slowly started to get slower and it came upto 3-4mb.I called them and the connection got better but not for longer.I've got the same issue for several times.Now again I got the same issue. I've called the customer service and they said it will be fixed withing 3 days but now it's a week, there's nothing has happened. I called them again and now they are saying it will take more two weeks or even more than that to fix the issue. Not just that the connection will drop after few minutes of connecting to the internet. You'll only be able to use one device if you use any more than that believe or not you'll not gonna be able to use it at all. I am trying to cancel the contract but they are saying I'll be charged for this if I do so, honestly this will be the last time I am with plusnet, wish if I've searched more about them before actually joining them. This is worse mistake of my life.
They do not care about the customers at all, when you call them you'll be on hold for at least half an hour and then someone will pick up the call but you'll not gonna be able to fix your issue. If you start any issue that's it you live with the issue. As I mentioned before, after joinging them I had speed issue and as well as connection dropping issue but I am living with these issue. They might fix the issue but this will not last for long time. I'll request everyone who is planning to join plusnet do not jump before you actually know about them more, it may be hard to believe me but you'll find lots of other people who is discussing about the same issue. Go to youtube.com and you'll find out the hidden facts about THE plusnet.
Reviewer
Ali
Location
Manchester
Date
24/12/2015
Comments:
So so so bad... I got fibre optic but it is so bad. Speeds of like 4 megabits per second are way below anybody's standards.
Reviewer
Phil
Location
Lancashire
Date
24/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
How on earth did Plusnet win an award for customer service? Absolute joke! They don't phone you back when promised and tell lies in respect of faults - blaming others. Got you tied to a contract and getting your money so don't give a **** about the customer. Just fob you off time and time again.
Reviewer
Scott Hearn
Location
Rossendale
Date
24/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use this company!! I called to get broadband and was told I could have fibre optic up and running in 10 days. I chased after 10 days and was told the order was on hold. I then got a phone line fitted and chased again for broadband. I was told eventually they do not do fibre optic in my area and I could have standard fitted within 24 hours. I agreed to this and as soon as I put the phone down received an e-mail saying it will be a further 2 weeks. I have now cancelled. I am back to square one with no broadband and having to look for another provider. I have probably spent 6 hours of my life on hold with the disgraceful customer services. Please stay well away from this company.
Reviewer
allan
Location
lincolnshire
Date
24/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I was with plusnet for 6 years. November this year phone internet all went off. first call took 6o minutes to get through plusnet. they said it would be fixed the next day.. it wasn't, phoned again another 40 minutes wait, still the same answer it will be fixed tomorrow .never was I must have spent about 6 hours trying to get through to them.. when I did get through I was told the best time to phone was after 10.30pm.. but they close at 10.00pm. it took just over 3 weeks to solve the problem. but we were without a phone internet in that period.. they did give us back our monthly payment big deal. I left plusnet as soon as possible. they were good when they first started off . I think they have just got to big
Reviewer
Owen
Location
East Sussex
Date
23/12/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Very poor service, with slower speed than advertised and frequent connection problems. Plusnet claim it is my end but no problem with previous provider. Awful 1990s website and very difficult to contact online and takes an age to get through on the phone. Locked into contract but off as soon as it ends.
Reviewer
Gary
Location
Bristol
Date
22/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I thought talk talk were bad but plus net are diabolica! Despite promissed downloads speeds of 4-10 meg mine were always 0.3 - 1.1 way below the governments promise of 10 meg! We now have Virgin fibre offering 50 meg but guess what, to get out of my talk talk deal will cost £ 94!!!
Absolute sharks, their slogan should be changed from we'll do you proud to we'll do you over!!!!
Reviewer
Lucy Shears
Location
Wiltshire
Date
22/12/2015
Comments:
Complete and utter rubbish. they have not done me proud. Waiting and paying for 3 months!**? Communication skills are worse than useless. My advice don't go there!
Reviewer
Charlotte
Location
Essex
Date
22/12/2015
Comments:
Absolute disgrace of a company. Promised to have broadband up and running before Xmas, waited in all day and nobody turned up. Phoned them and after 30mins on hold to a premium number I was told it wont be working until 12th January!!! Have not offered nothing in way of compensation or trouble wish I went with someone else from the beginning. Also been charged installation fee for a telephone line I already have installed??? Avoid these lying crooks at all costs!
Reviewer
Stuart
Location
Sheffield
Date
21/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I had poor connectivity and a droppy connection they either couldn't or wouldn't fix. Their customer team is decent, though they give out passwords far too easily (and can see them in the clear...) and in general seem amateur. Wouldn't use again.
Reviewer
jeremyy
Location
hook hants
Date
21/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A DREADFUL start!!! PlusNet have taken over my line on December 1st, but STILL haven't moved over my Broadband from SKY. I have tried ringing them, but their customer service is a JOKE!!! Please wait 45 minutes...I have tried using their live emailing system, and they never bother answering. I have tried 12 times now, and they say they will be transferring me to the team, but I just wait and wait, for the live agent, who I think actually must be a dead agent...Terrible customer service. Now I know why they are so cheap in comparison to everybody else. My advice is go elsewhere...
Reviewer
owen
Location
cornwall
Date
21/12/2015
Comments:
Plusnet wifi is absolutely horrible.It always turns off by iself and the wifi is always so slow I wouldn't ever get this but sadly I cant cancel my subscription
Reviewer
R Foster
Location
Mayfield
Date
21/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Hopeless! I had connection problems to internet. Replaced router. Turned out to be PlusNet. You cannot reach the customer support team by phone.
Switched to BT, all Ok & cheaper.
And they have got my final account bill wrong. Don't use them.
Reviewer
Don Lewis
Location
Tavistock
Date
21/12/2015
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Estimated broadband speed is 10mbs. Having tested on several occasions it is nearer 17mbs.
They advertise excellent customer service but unfortunately this is not the case. Three calls in excess of 20 minutes each to three different numbers in order to upgrade the broadband package.
However on complaints they will deal with them unlike BT who wait until OFCOMS involvement.
Reviewer
pete
Location
Liverpool
Date
20/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
this is the worst company i have ever dealt with. they are useless, stay away from them.
my broadband has been up and down ever since i joined and eventually they sent an engineer round to fix it. it was then fine for 6 days until these useless fools rebooted my system and it's back to being broke again. they have since been ignoring my emails but if you have the patience you can sit by the phone for over an hour trying to get through to someone
save your money and go elsewhere.....you have been warned
Reviewer
Claire Stephens
Location
Exmouth devon
Date
20/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
My elderly parents have no phone line thanks to a little known company called supply network services LLP transferring the phone away from plusnet. Emails apparently from plusnet were sent to my dad, saying ' sorry you are thinking of leaving'.My dad had no intention of leaving and phoned plusnet to say so. He was told not to worry. Plusnet went ahead and made the transfer to this little known communications company. It's taken two days to get minimal information from plusnet and their so called customer service is beyond a joke. They cannot reinstate the phone until January 7th. By then they will have been without a landline for about two weeks, right over the Christmas period. From reading the reviews from other customers I can see that this will be likely. I will be encouraging my dad to go to another service provider, will be making a formal complaint, will seek compensation and warn anyone off Plusnet. You are a disgrace Plusnet.
Reviewer
Rosalind
Location
Essex
Date
19/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet! Plusnot would be better. Award winning customer service? They should be sued for misleading advertising.
Dreadful service on their so called super speed broadband. I had quicker service years ago when I used dial up.
Reviewer
tadis
Location
Eastbourne
Date
19/12/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Very laggy, but just about usable most days. But some days it's so slow it feels like dial-up with pages taking a long time to load never mind forever buffering videos. Never got through to their customer support yet as I don't want to hold for an hour.
Reviewer
keith
Location
reading
Date
19/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet used to be excellent but now they are so bad 60 min wait time on phone , fault out for over a month and not resolved . Do not listen , fob you off ,will not let you speak to manager close complaints case without resolution AVOID.
Reviewer
mr david elvidge
Location
leeds
Date
19/12/2015
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
i will never go with this company again i paid full money upfront for a 12 month contract they said i would get a £50 pounds amazon voucher they sent me the link to click on and nothing i have have been waiting 5 months phoned loads of times and sent emails but still nothing i would not trust plusnet be careful about what they promise you i have reported them to trading standards for breech of contract and awaiting reply
Reviewer
Denise maycock
Location
ripley derbyshire
Date
18/12/2015
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My broadband speed is appalling and has been for the past month. Every time I ring up it says an hour wait! When I spoke to the technical advisor tonight he was about as helpful as a chocolate teapot. We haven't all got vast computer knowledge and I do not appreciate going round in circles! Still no closer to the speed being rectified. Not happy.
Reviewer
Bench
Location
Near London
Date
18/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hopeless. They used to have a reputation for customer service. Then they were bought by BT. They are almost ucontactable as the phone queues are so long and the chat support is hopeless and contradicts what the guys on the phone tell you. If you choose to use them then prepare to put your life on hold for a month or two. I ordered fibre in a property that I moved into that had previously had plusnet fibre. They accepted the order then downgraded me to standard (less than 1MB) without telling me. They then spent a further month trying to blame others for their mistake. I moved into another property while still under contract. They managed to fail to get broadband installed and blamed BT saying the line was not active (when it was). Utterly shamefully hopeless. Sad really.
Reviewer
g
Location
cambs
Date
18/12/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They used to be great!!!. What happened!!! 30 min call wait re broadband problem. Sent a link which I couldn't open. Finally got the link after 2 days wait and it was useless as I couldn't access the info as explained on a utube site. What do I do now ?
Reviewer
David Monks
Location
Bury, Lancs
Date
18/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was with Plusnet for a year in which I had only 10 monthsof service. ?There were problems from the start, mainly with their ordering and customer service but sppeds were atrocious as well. They insisted a line fault was in our house but, unknown to us, sent an engineer to check who disconnected the line without re-connecting it leaving us with no phone or Internet. We then tried to upgrade to fibre, I stayed off work for a day to wait for the engineer costing me £120; he didn't turn up. After admitting their faults they only£80 worth of discount off their service ... I wouldn't touch them with a barge pole! I've gone for Sky who seem infinitely better!
Reviewer
D Goodall
Location
Cullercoats
Date
18/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst company that I have ever had the misfortune to be involved with...the customer service stinks..even now after I,ve left I still have trouble. would not recommend this company to anyone an Im surprised plusnet stay in business.
Reviewer
Pat
Location
Poulton-le-Fylde
Date
17/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful company. This evening, so far, I have been waiting for 1 hour and 34 minutes, still no one answering, listening to terrible music, with the intermittent voice saying they are very busy. This must/has to be the worst company on the globe. I have been a customer for about 7 years, and seemingly they tell me I can't leave until the end of next year. Wish I could sooner, they are so bad and going worse. They don't provide ANY service when a customer has to wait such a long time before anyone answers. I've got 30 minutes before they seemingly close down, what's the bet, I'll be waiting until then - of course. Please don't consider of using Plusnet, they are terrible, with no customer support at all. Wish I had never heard of them.
Reviewer
Graham Oates
Location
Bingley. West Yorkshire
Date
17/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The absolute worst company I've ever dealt with. Both my partner and myself changed to them at the same time. We both agreed to a one year deal but it was for 24 months when we got the contract through. When I phoned they were really disrespectful and rude and arrogant. The broadband is very slow and we get regular messages saying not connected to Internet. Can't afford to cancel just yet cause I'm not half way through contract but can't wait to get rid of these rogues
Reviewer
Rod Swift
Location
dorset
Date
17/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
PlusNet technical support is absolutely dreadful. My broadband speed has been atrocious ever since I joined them. I get fobbed off by inaccurate causes where they blame everybody but themselves and each time they are wrong. My recommendation is to give them a wide steer.
Reviewer
chantal
Location
Norfolk
Date
17/12/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service patchy, some people are very good, then again some are terrible but most annoying are the phone waits , up to 40 minutes is not uncommon, speed is slow and unreliable so sadly i m having to ring them frequently, cannot change till end of my contract apparently so i pay a lot for very little, they give better rates to new customers and dont look after long standing excisting ones so will change as soon as i can
Reviewer
S A C
Location
Redditch
Date
16/12/2015
Comments:
Just like to thank PLUSNET for totally destroying my family Christmas this year. I will never ever forgive them. Bought internet related items for all my grandchildren and children was expecting to have PLUSNET internet connection installed this morning but no show. Customer services disgusting service thinking that a twenty pound gift would make a difference stupid people don't they understand nothing on this earth can replace my family Christmas. Spent all day calling them trying to sort something out only date available is 5th January what a joke!!? Run by a load of idiots and the last person I spoke to was the worst one, really annoying and uncaring!! Hope they all have a really horrible Christmas to be honest. They have really annoyed me today. Thanks for letting me vent. Don't give PLUSNET your business they certainly don't deserve it. Merry Christmas Everyone. I am not a vindictive person normally but this has so annoyed me.
Reviewer
Dave H
Location
Knutsford
Date
16/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
They give you a 14 day cool off period but don't install line for 21 days, so if no good how can you cancel if service/support are not up to expectation. They set up my Account Name incorrectly and then asked me to change it on line !!! If you could get £1 for every time a PlusNet "Customer Service" representative said sorry you would get their product free of charge. BT are no better, oh they are owned by BT, what a surprise.
Reviewer
John Gray
Location
Lincolnshire
Date
15/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I opted to switch to Plusnet because of the supposedly good reputation (Ha Ha). They sent out a new router and took my money quickly. I had to call them about an issue with the provider I was switching from. It took 52 minutes for the call to be answered and I was told they would deal with my issue (they didn't). So....I rang back again 3 days later and after 40 odd minutes someone answered who said 'I don't deal with that - it's so and so in the next office'. So I said could I have a quick word. No was the answer - call back. Another 45 minute wait for my query not to be answered. I asked to cancel, but that meant sending something by post (yes....reallly). I did this and emailled also. No reply. I threatened them with legal action which 3 weeks later got my contract cancelled. Avoid this inefficient shower.
Reviewer
Shadi
Location
Glasgow
Date
15/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking, incapable to provide services, please do not believe their fancy advertising and cheap broadband. Plusnet simply is not a reliable broadband provider, you will soon realise it once waiting for more than an hour to talk to someone in customer services.
Reviewer
Liam C
Location
Doncaster
Date
15/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Had the contract for 12 months requested it to be cancelled at the end of the 12 months with plenty of notice due to putting the house up for rent, the company continued the contract regardless with extortionate amounts and roped me into paying more to get out of the contract. Definitely would not recommend them, please read the fine print you think you're getting a good deal and you're not. Advisors very snotty or cant understand English. Excellent speed and connection though
Reviewer
Andrew
Location
Ayrshire
Date
14/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
My BT contract was expiring in mid December so I contacted Plusnet on 21/11 and arranged to transfer broadband and calls. Despite the 10 day transfer claim, by 8/12 I had heard nothing further than the initial confirmation email and the deduction of my 12 month advanced line rental. I spoke to some unhelpful person in an on-line chat who said there had been a problem but nothing had been done about it and he didn't even know what it was (and couldn't arrange for anybody to contact me)! So effectively nobody was bothered until I had asked for an update. He couldn't cancel my order and I had to call the cancellations team at 0800 the next morning which I did and spoke to a very apologetic individual who promised to look at it again and speak to the technical team. He would text me with an update (or call) and I could proceed with the cancellation if I still wanted to. Needless to say there was no further contact so today (6 days later) I have finally cancelled my order because the customer service advisor told me that there was still no progress (over 3 weeks after the initial order!). Shocking service. The company had done nothing about the initial 'issue' whatever it was (nobody could tell me) and the follow up was equally bad. I wouldn't recommend them to anybody (and I now need to spend another few hours looking for the best deal!).
Reviewer
soozcks
Location
HOME
Date
14/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I would like 'get connected' to explain what an ADSL connection means to an 84 year old. It took me all day on chat line to get this info. My computer is upstairs and so the cable instuctions about the telephone line on the same floor as the computer confused me. was not correct in my case.
Reviewer
Neil Gordon
Location
Runcorn
Date
14/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After waiting 90 mins to get though on the telephone line to report a fault technical support stated that they could see the problem with the poor preformance with my broadband. He stated that he had altered the setting to increase the slow speed. after spending all that time waiting to report the fault there was no improvement at all. Phoned up again this time 45mins to get though to technical support He stated that there was a job ticket in already, i stated that the problem is still outstanding.
This went on with me phoning up and very long delays on the telephone to get though. In the end they stated that it would not improve due to the distance from the telephone exchange.
I could not even use a laptop to surf the net with a speed of around 1mb
When I stated that I wanted to leave because of the poor service they since a huge bill and a warning email stating that failing to pay would lead to a third party agency collecting the debt?
So in summary Poor broadband performance 1mb.s
poor and long telephone delays (90mins) check on thier own website)
then even when they are at fault they turn very nasty when you want to leave
with pages of small print.
I will leave you to make your own judgement however with my own experience of plusnet is very poor indeed.
thanks for reading this.
Reviewer
Spooky
Location
Newcastle upon Tyne
Date
14/12/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
This company used to be good wen they were the new kids on the block, but now they are just as rubbish as all the big providers. Speed dropped to half original (despite being super-expensive fibre) and then when I decided to leave them, they charged me £30 for the priviledge. Oh, and expect to wait about 40 minutes to speak to someone based in the UK with no customer service skills. Rubbish.
Reviewer
M Evans
Location
Alton
Date
14/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have had Plusnet for many years but recently 'upgraded' to include free BT Sport - What A Mistake !!!!!
Have had no end of problems and absolutely no help at all from them. Have now been cut off as I didn't pay the bill because we were not getting any service !!!!
Why should I pay for something I'm not getting ????
Will not be using them again.
Reviewer
Ewart Morgan
Location
Abercych
Date
13/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very frustrating dealing with this company. Spentbover 3 hrs just trying to contact them. I switched from BT and plusnet failed to send a router. "Customer services" said their tech team would make sure I could use BT router then cut me off entirely!!! No phone or broadband for 9 days. Contacted BT to rejoin and they can't get me back up until 30dec !!! Avoid plusnet like the plague.
Reviewer
Nathan Wintrip
Location
Carnforth
Date
12/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with them for 9 months now and the broadband has been really slow and kicks us off all of the time, i must have phoned them 12 times or more and have never been on hold for less than 30 mins with the longest time being 1hr22mins! And all they do when you get through is fob you off with the same rubbish! Worst provider we have had.....
Reviewer
AH
Location
Manchester
Date
12/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Have been a victim of PlusNet customer "service". Waiting on the phone for up to 40 minutes before being disconnected on more than one occasion. Truly terrible customer service.
Reviewer
Darren
Location
Falkirk
Date
12/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Placed an order for phone and broadband. Was given a date of 2 December 2015. Called to see when I was going to get my router and asked them to confirm when go live date was. It had been put back til 29 December. Later that day I got an email stating that they have changed the date again until 19 January 2016. I cancelled and went back to virgin. Their customer service is non existent and would trust them as much as talk talk with my details.
Reviewer
Tom Barnes
Location
South bucks
Date
12/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I moved house 4 weeks ago and contacted plusnet straight away to do my broadband after reading their review on which. I was promised a broadband service within 10 working days. After 2 weeks of no word I contacted plusnet, after a 30 minute wait on the phone I was told that my order had been cancelled due to a system error which nobody picked up. Since then I have spent at least 3 hours on the phone to them trying to sort this mess out. i was told the Internet would be connected within 5 days of my phone line going live. What they didn't tell me is that someone would have to action this before the process started. It took them 5 days to action so including weekends another 2 week wait period. The final straw came when they sent me an adsl router instead of a fiber, I called them and after another half hour on the phone was told that when they had restarted my order they had signed me up to adsl by mistake. This would take another 2 weeks to remedy. I decided to cancel. Plusnet told me it would cost me £80.00, it took me 3 calls and another hour to convince them to waive this charge. I also asked them to keep the line open as I wanted to switch provider, they told me this wouldn't be possible. I told them about the ofcom rules stating that it is my legal right to have the line kept open, they agreed but I have now received a letter from my new provider saying the lines been cancelled and I'm going to have to wait another 10 days to have it reconnected! Awful awful company. Stay away
Reviewer
CSmith
Location
Dudley
Date
11/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company. Switched to them via their website on the last day of a special deal. They took my card payment straight away but heard nothing from them. Now they claim they have no record of my details and they cannot trace a card payment so they cannot refund my money. Fobbed me off to speak to my card company to try and get a refund that way. 30 minute wait time on the phone
Reviewer
steve smith
Location
Blackpool
Date
11/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
spent all week trying to get my phone and internet connected but no joy,spent at least 7 hours trying to get through still no joy,what do they say we do you proud what a load of rubbish,will be cancaling so they can whistle for there cancaltion cost.
Reviewer
We're Sorry For Making You Wait
Location
northumberland
Date
11/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
This company takes poor customer service to a brand new level. They have had me messing about for 3 days spending HOURS on hold and all to arrange for a simple £20 transaction. I urge everyone to take the negative reviews here with maximum seriousness. This company is seriously under resourced and lacking in courtesy. Oh and being forced to listen to the Human League over and over and over again? It warrants a special paragraph in the Geneva convention.
Reviewer
Chris Law
Location
Bracknell
Date
11/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ordered Broadband 4 weeks ago , they have set-up a direct debit and that is it!! Bee sitting on the phone for 30 minutes and still only 4 ahead of me. I was with plus net before and switching from John Lewis broadband I am regretting this now.. waiting waiting!!!!!!
Reviewer
IL
Location
London
Date
11/12/2015
Comments:
Worst than the worst. Switched my broadband a week ago but never sent me the router. No broadband since. Customer service feeding me lies and desperate not to resolve my issue. Avoid at all costs.
Reviewer
Alan Hughes
Location
Highlands
Date
10/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Plusnet for many years and they used to be good. Unfortunately the service now is hopeless. If you have a problem,it takes at least 20 minutes to get through to customer services and when you do, you are speaking to a computer with a human voice. If you want to speak to a real human, you have to get a call back which can take up to 72 hours. Of course the chances are that you won't be at home when this occurs. I definitely would not reccommend Plusnet so don't be fooled by the TV adverts that boast about the wonderful customer service.
Reviewer
Neil
Location
Leics
Date
10/12/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Switched from BT and wanted to continue to use my BT router so had to contact Plusnet customer services. Glad it was 0800! Pressed the wrong button and went to the wrong dept. I was v.quickly transferred to the correct dept who assessed what I needed and transferred me to technical support. After a 3 min wait (I was warned that as it was 5:30pm that they were busy!)I was quickly and politely talked through the process and checked that I had access. Whole thing took just over 10 mins. After BT and TaklTalk it was a wonderful change. 48 hours in still waiting for the Bband to get up to speed but has improved already.
Reviewer
James
Location
London
Date
10/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Waited 42 minutes of hold for telephone technical support - made me want to scream.
Reviewer
Bill
Location
Leicester
Date
09/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Shocking customer service, hours waiting on the phone and failed to resolve problem when call answered. These people are shocking, I've had problems with one thing or another from day one...
Reviewer
paul
Location
alexander
Date
09/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Awful. Used to be a good company. Now service is slow (usually around 30 mins to answer on service issues). Also inclined to rudeness. Staff seem stressed and unhappy. £30 fee to terminate is a disgrace and contravenes intention of legislation prevailing at this time. Please go elsewhere.
Reviewer
paul
Location
alexander
Date
09/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Awful. Used to be a good company. Now service is slow (usually around 30 mins to answer on service issues). Also inclined to rudeness. Staff seem stressed and unhappy. £30 fee to terminate is a disgrace and contravenes intention of legislation prevailing at this time. Please go elsewhere.
Reviewer
Steve
Location
South west
Date
09/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just BT operating under a different trade name, same terrible service customer support only in place for "new customers only" and packed of stealth charges. AVOID AT ALL COSTS unless you love BT.
Reviewer
AnneW
Location
North London
Date
08/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT go with Plus. I have been with them for several years now but this year the connection drops all the time, even though I'm in North London, hardly the Outer Hebrides. They sent me nerdy instructions which I followed to the 'T'. Lo and behold the connection drops off all the time, several times a day. Useless, am planning my escape.
Reviewer
Isa
Location
London
Date
08/12/2015
Comments:
I wish I had paid attention to other reviews. Absolutely rubbish! Switched from Sky to Plusnet. The switch was on 4 December 2015 but Plusnet "forgot" to send me the router. Called customer services several times, but they were completely hopeless. Router now supposedly in the post. Would not trust Plusnet if they gave me the time. Avoid at all costs!
Reviewer
Pete the bike
Location
Exeter
Date
06/12/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Have just renewed for the 5th year, would not consider going anywhere else. Plusnet are THE BEST in my experience, and the 2 people I have referred agree with that. Customer service is great, line is always reliable, and the service is top value for money. Line speed is not the best but it's fast enough for me and never holds me up.
Most of the bad reviews here are probably written in anger by people whose hobby is moaning - check out their language and spelling and punctuation and that tells you something about the worthiness of their opinions!
It's time to put a genuine good review on here to balance it up - people who are satisfied don't often write reviews, they are too busy enjoying their Plusnet account.
Reviewer
Darren
Location
Doncaster
Date
05/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
What an appalling company, I move my broadband annually and have never had any problems with any other provider until agreeing to go to this shocking provider. I've spent hours waiting on their phone and chat service, I've had to chase them once I've sent emails. I reluctantly agreed to upgrade to fibre to improve my speed, only for me to waste a whole day off waiting for their engineer who failed to arrive. They actually charge the customer should it be the other way round - how much should I invoice them? To add insult to injury, they never even phoned/emailed to apologise or explain, I called a week later and they didn't even realise! Don't be fobbed off with a £50 cheque refund neither because it never arrives. My kids can't play their Xbox and iPad at the same time due to the awful speeds, my advice would be to stay clear, can't wait for my contract to end July 2016!
Reviewer
myfanwy
Location
Conwy
Date
05/12/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with plusnet for 6 years without problems,but now that I have "upgraded" to fibre I can't stream tv programs as I don't have enough broadband ! And a 1hr wait for coustomer service to answer the phone, wish I had just stayed with the normal internet I had...Don't upgrade to fibre that's my advise.
Reviewer
Skw
Location
london
Date
05/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband slow and unreliable. Phone now not working and I cannot login to the plusnet site even when I enter the details given to me by the site. I want to get out of my contract the service is appalling. I am now held on the service phone line for too long. under no circumstances would I recommend plusnet
Reviewer
Shaun
Location
Wales
Date
05/12/2015
Comments:
I ordered broadband from these people a month ago, they took my money and that's the last I heard from them. I have spent an evening on the phone to them since, having spoken to 4 different people, being cut off whilst waiting, and still nothing. Absolutely apaling customer service..........I'm still trying to cancel.
Reviewer
pete
Location
Liverpool
Date
05/12/2015
Comments:
i cannot give zero ratings but this is what this company deserve. i have had poor connection with them since the very first second of joining them. i have never had one day free from problems. you will have to wait a minimum of 30 minutes and usually around 60 mins before you can get through to them via the phone. i have asked everyday for them to send out an engineer to my home to fix the problem and everyday this has been ignored. the speed is slow, the reliability is none existent and you cannot get through to the customer service to know if they are any good or not....do not, i repeat do not sign up to this company or you will spend the next 12 months regretting it.
i have used a lot of broadband suppliers but plusnet are the worst by a very long way
Reviewer
John
Location
DURHAM
Date
05/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I joined Plusnet in Sept 15 due to good ratings from some broadband comparison sites. I wish i had looked at Trustpilot before choosing Plusnet. I have never had any issues for years with other suppliers yet from the day i went live with Plusnet the issues started. Speeds dropping at peak times, not even enough to use my now tv box wired. Must have made over 30 contacts with Plusnet mostly 45 min waits by phone and using chat to no avail. There have been so many theories, engineer states that there is nothing wrong with my line. Some of my friends are having the same issues (Throttling). I HAVE GIVEN UP AND COUNT DOWN THE DAYS TO LEAVE THIS BROADBAND HELL!
Look at the recent rating on here and other sites, how can they get 3 stars?
Reviewer
Gavin
Location
Malvern
Date
04/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Un-contactable and unreliable slow internet. There is nothing positive to say about plus net any-more. I have been with them since the days of dial-up and now they are absolute rubbish. Avoid at all costs. They don't deserve your business because they no longer care about or serve their customers.
Reviewer
Matthew
Location
Sheffield
Date
03/12/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I came from Origin Broadband which was Digital Region and sadly it came to a End 14th August 2014. That means I lost Fibre Optic in my area I had a speed of 2mb lucky to get 3mb sometimes but not all the time, terrible speed.
I then decided to give Plusnet a try, as I couldn't get any success with any other ISP's it kept cancelling my Migration to there service e.g Sky. Luckily Plusnet gave me a New phone number line FREE! I got online within a week, I have had very little issues but they have always fixed them for me.
I am alot happier now, we now have Fibre Optic in the area, which happened last month, I went on the cheaper package but the upload was very slow as they had slowed it down for that package, I have now moved to the fibre Optic extra package 6 months FREE after 6 months my cost will be £19.99 BB and £16.99 Phone. I am getting around 73.50mb when I do a Speedtest and my Upload is around 18.40mb. Fantastic service, i'm now on my second year with Plusnet and I don't regret it. I say to anyone thinking of joining them, go with your own instinct that's what I did. Oh and before you ask "NO I don't work for Plusnet" :)
Reviewer
Andy
Location
Edinburgh
Date
02/12/2015
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Called today Tuesday 02/11/2055 waited 1Hr 3Min for answer, absolutely
unexceptionable. Will be moving to another provider when contract ends.
Reviewer
IW
Location
Hampshire
Date
02/12/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Reading all the bad reviews, I was slightly concerned to move over to Plusnet, asked around and spoke to people that actually use them. I came to the unsurprising conclusion that most reviewers are simply venting their frustrations, so here is a review that does the opposite.
I went ahead and arranged to switch providers, it went perfect from order to delivery, the router came in the post a couple of days before the line was activated, it was a breeze to set up and configure to work with my very specific network setup, ok I am an IT professional, so would expect it to be easy.
On the switch over day, I got an email and text saying the services had been switched over. Switched everything on, and it just worked. Speed test on my line is the same as it was before with the "main" provider in the UK, so no issues there, the communication from Plusnet was spot on, kept me in the loop with what to expect and by when.
All in was probably the easiest change of provider I have been through to date, it all just worked from the start and happened when asked for, and has not had any downtime since, lets hope that doesn't change though.
Reviewer
Martin Lloyd
Location
Worcestershire
Date
01/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I'm having a nightmare with shocking service from Plusnet. I cancelled my business broadband and phone line account effective November 15th and paid all the termination charges etc. November 16th they send me a bill for £4.80 for an inclusive call allowance for the period Nov 16th-December 15th i.e. after the phone line had been discontinued and also beyond the original contract period. So I cancelled the direct debit. I have sent them several emails which have all been ignored and I have made numerous calls with long 30 minute waits and getting cut off. I finally got through to a more sensible person a week after cancelling the direct debit only to be advised that my "debt" that I don't even owe has been referred to a debt collection agency. i.e. no 2nd look or anything. Meanwhile my company and myself get a bad credit record because of an erroneous bill and the fact that it is almost impossible to get anyone at plusnet to listen. Take my advice and steer clear of Plusnet. They used to be a decent company but their customer service has gone right downhill.
Reviewer
David G
Location
Farnborough
Date
01/12/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
The worst customer service wait times I have ever experienced. Over 1 hour to talk to someone. 45 minutes to live chat. Then customer services say that they know service is bad, they are recruiting. You cant even complain or leave them. DO NOT BELIEVE THEIR ADVERTS - they are too small and offer very, very poor customer service.
Reviewer
Chilli-paul
Location
Huntingdon
Date
01/12/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Seemed OK on joining, broadband no worse than other providers. But awful customer service when one years contract up. Only interested in new customers. Discriminate against hard of hearing people as won't put anything in writing. I'm going to a provider who will mail me.
Reviewer
Dan
Location
North London
Date
01/12/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Nearly 30 mins on the phone before someone answered. Then to be charged £30 to leave is ridiculous. Took over a month from initial phone call to actually get online. On the rare occasion the Internet worked it was fast but that never lasted. It dropped out too often or was slow. They are cheap and I guess you get what you pay for.
Reviewer
avi
Location
london
Date
30/11/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I left EE to join plusnet, what a mistake! More down then up, customer service that when you finally get hold of (30-60 minute wait times are just not acceptable) they dont seem to have much interest in helping. Cant wait for contact to be over.
Reviewer
JH
Location
London
Date
28/11/2015
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Don't understand the bad press. ADSL was great for 8 years in London and finally switched to fibre. Went from 4 meg to 20 meg BINGO. Support has always been fine. Had way, WAY worse times with Sky, virgin, BT, bulldog etc.
For a while even got 50p a month discount for a referral. BOSH.
Reviewer
Sunita patel
Location
Hamshire
Date
27/11/2015
Ratings
Satisfaction
1.00 stars
Comments:
Totally rubbishy .I wanted forty five minutes nobody answered the phone .This is the common promblem
Reviewer
D Turner
Location
Kent
Date
27/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I was absolutely disgusted with Plusnet for the past year. The contract end date couldn't have come sooner. Not only did they overcharge me by double for 5 months (each time me complaining about it), they had a huge outage and then charged me for leaving their rubbish service. I was on a Business tier - the speeds I was receiving were worse than 3G speeds in my area. This review is no over exaggeration, I have now successfully moved to a more reputable ISP.
Reviewer
DL
Location
Suffolk
Date
27/11/2015
Comments:
Awful customers service experience. Long wait times, very unhelpful staff and when the company gets things wrong refuses to apologise for, in my experience, to out them right. The chief executive clearly has no visibility of just how bad this company us operating as its reputation sinks (and stinks) lower. He is in for a difficult time from shareholders as we are increasingly fed up with the CEO ignoring the growing number who believe he us wrecking the enterprise.
Reviewer
purohit
Location
NW9
Date
26/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Zero quality customer service. I recently stopped using them as my email provider (unrelated reason). So they sent me a bill for termination. Fine I thought - ill pay it. Several attempts to get through to customer service to pay the bill failed (long wait times).
So after not being able to pay the bill - they have handed me over to another company for debt collection. So now I have to deal with this other company who ARE EQUALLY ABYSMAL at responding to the phone queues.
I am sure there is a scam going on in making customers wait on the phone to collect charges.
Reviewer
Mark
Location
Oxfordshire
Date
26/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Moved into a new flat and decided to go with Plusnet as my ISP. Big mistake, speedtest.net says my line speed is 5.6Mbps but I get 700bps max. When I raised a support ticket with them, the tech guy who dealt with it tried to tell me that 700bps = 5.6Mbps. Bloody liars, deliver a crap service and try to tell you that black is white. He also tried to tell me some rubbish about how TCP/IP works to justify the terrible upload speed I was getting. Avoid Plus.net like the plague
Reviewer
6string
Location
Chelmsford
Date
26/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I have been with Plusnet for 11 years - ever since it was enabled in our exchange. This used to be a brilliant company but is no longer. My Broadband has been dropping out a lot and this meant phoning them. Don't choose the online chat system. You might as well email yourself and you don't get to the person you need. My line is provided by BT who arranged very quickly for an engineer to call. The problem was identified as noise on the line but I needed to get Plusnet to make some alterations to my settings. The shortest wait on the phone was 45 minutes and the longest 87 minutes. Yes - 87 minutes. Each time they told me they had done what I asked - hard set the SNR to 6db up and down and put interleaving on. Each time they told me they had done it but the next agent said they they hadn't. The last agent said he could understand my annoyance. Um! If you raise an electronic ticket for the fault it can take 3 to 5 days for a reply. My speed used to be about 16mbps but is now isn't. This used to be a really good company but no longer is. They tell me they are currently training more people to answer the phone. Too late for me. I'm off to their parent company BT for a variety of discounts. Their main call centers are now back in the UK. The problem is the C21 boards in the exchange which are failing but Plusnet couldn't do anything about that and told me to go to BT to sort it.I am, but not the way they meant.
Reviewer
Unhappy Customer of Plusnet
Location
London
Date
25/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
There is no option to give them a zero.
Plusnet is the name of pain. Those who are planning to get a phone with broadband never even imagine for this Abysmal, disgusting provider.
Reviewer
IQBAL KHAN
Location
ILFORD, ESSEX
Date
25/11/2015
Ratings
Satisfaction
1.00 stars
Reliability
1.00 stars
Comments:
IN terms of customer service Plusnet is the worst provider in the UK.
the WORST believe me.
Reviewer
Jake
Location
Sutton
Date
25/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would not recommend it to anyone please don't take it. The worse experience of my life and I cancelled my contract with them.
Reviewer
TRUTH TELLER
Location
isp
Date
24/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst isp company that i have dealt with since talktalk started all those years ago. the customer service is non existent - they keep you on hold for over an hour and then when you get through to someone say they cant deal with it and the call dump you into another queue to spend another hour waiting.
so many people complainting thats why their phones are busy and even when you log a complaint on their ticket system they dont actually deal with the ticket correctly or promptly
Reviewer
Keith Charlton
Location
Hampshire
Date
24/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have never known such an appalling company, the customer service is disgraceful, they have constantly overcharged and ignore you when you try to leave.
Router connections are the worst I have known and keep dropping out
AVOID!!!!
Reviewer
Ian K
Location
Norfolk
Date
24/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I became a Plusnet customer on 19/11 and am still to have a connection that does not keep dropping. Engineer installed a BT Router as he did nt have the Plus net Modem - no instructions no internet. Contact with Technical Support takes forever. On the Plus side you can understand what they are talking about even if something is promised which turns out to be a work of fiction. Quite honestly the experience of Plusnet so far makes TALK TALK look efficient!!
Reviewer
Dave N
Location
Oxfordshire
Date
23/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
5.00 stars
Comments:
PlusNet, "we'll do you proud"
well they done me alright.
I had a 12 month contract with them, after 12 months I told them I wasn't going to renew and they charged me another £30 to cancel.
my ratings are all 1 star except for reliability which is 4 stars because it was always reliably useless. At least they haven't been hacked that's because it would take the hackers to long to download from them.
Reviewer
iant
Location
chwshire
Date
23/11/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Joined Plusnet Fibre recently and speeds are often half, if not third of what they promise. I use BT Wholesale for speed tests - which they recommend! I am starting to regret switching from Talk Talk top Plusnet. The Live chat is always busy too, so is a waste of time. Not happy so far - I have been with them for 3 weeks so far.
Reviewer
Reg
Location
London
Date
23/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I echo the sentiment of everyone who would prefer to give 0 stars to Plusnet.
Their customer service call waiting times are NEVER less than 20 minutes; I know from calling many times during the 6 weeks I was waiting for Fibre Extra to be installed.
I ended up taking 4 days off work to let in the engineers that Plusnet periodically dispatched to connect my internet - internet that never materialised, even after a month and a half.
I had no more annual leave left to be at the mercy of the Plusnet despots, so I cancelled my internet contract. In proper Plusnet fashion, I put on hold for 20 minutes while waiting for that to be completed too.
If you are a chump with time and money to burn on having NO internet, Plusnet really will do you proud.
Reviewer
Mr Smith
Location
Manchester
Date
23/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Agreed with other reviewers.. Stay away from these guys, absolutely useless. rubbish connection, very intermittent, but the worst thing is the 30 minute plus wait for customer services, and then they are clueless and not remotely bothered. Im looking forwrad to leaving these guys, the service, the product, reliability, everything is ZERO, but this wont let me vote that, how on earth people can give these guys anything above shows they are probably fake reviews.. avoid bigtime !!!!
Reviewer
Matt Collis
Location
London
Date
23/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet apparently has "award winning customer service." Yeah, right.
- If you like being on hold for on average 1 hour, regardless of your query, complaint or comment, then Plusnet is for you.
- If you like your customer service to be nice when you're looking to sign up, and then non-existent once you are a customer, then Plusnet is for you.
- If you want to be charged, even when you don't have internet or a phone line installed, then Plusnet is for you.
- If you like to be lied to, on more than one occasion, and talked down to on the phone like you're a piece of dirt, then Plusnet is for you.
I'm 38 years old and never written a review before. Plusnet have forced me to do this with their abysmal service. My solicitor is now involved, as if I'd known they would have treated me so terribly and ultimately deceived me into a long contract, then I would have walked away a long time ago. The one thing I can do is use this review site to tell as many people as possible to avoid becoming a Plusnet Customer at all costs. Please! If you're on this site then you have still not made your mind up and it's not too late! Plusnet don't have to cause you or your family distress the way they have mine.
Reviewer
Otis
Location
Launton
Date
23/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
The customer service i received was an absolute joke!!... Who else out there has time to be put on hold over an hour total and passed around 4 times till you reach the same robot you spoke to in the beginning??... well that explains my first experience with plusnet??
I requested fibre optic broadband online on their website roughly six times before the transaction finally went through, I’m not sure what that was about but was quite frustrating.
After the payment went through I received my connection date as normal but the following day I received a call form plusnet stating that they could not find my order on their system for some reason and they needed me to repeat the whole process again even though the payment went through and I received my activation date.. Not a good start as a first time customer!
I requested to speak to the manager to make him aware of my poor experience to which he replies with the most lack of compassion “All I can say is sorry”... I requested a refund right away watch out for these guys people!!
Reviewer
robv
Location
dorset
Date
23/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
By far the worst customer service I have ever encountered. I am an existing customer awaitin a reconnection to a new home. I was due to be connected after a week of moving, but was told on the day of connection that there was an issue (this sometimes happens) and I would have to wait another week for a connection date. I am curently in a queue to chat on line and tha que was 10 in front at 09:23 then 11 at 09:29!!! It is now 10:03 and there are still 6 people waiting in front...
I would Tell everyone DO NOT JOIN Plusnet... They are awful, I joined because I believed they had good service.. Not at all
Reviewer
Robert
Location
Renfrew
Date
21/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Absolute amateurs, A 2 minuet switch has turned into loosing my number, weeks without broadband and now no phone. I paid them 18 months up front. If you are thinking about it, don't do it.It takes them 45 minutes just to answer the phone, and when they do they promise everything yet deliver nothing. They are cowboys, don't do it!
Reviewer
pete
Location
Liverpool
Date
20/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
this company is the worst one i have ever used. their customer service is none existent you have to wait anywhere from 30 mins to 90 mins just for someone to answer the phone. their broadband fails 4-6 times a day and no matter how many times i have emailed them i have never had a reply....do not (i repeat) do not use them you will spend a year in hell waiting to move to another company.
they tell you to use their website but how can you when your broadband is down.....save your money and go to another company, or spend a year on the phone listening to the music they pump down the phone waiting to here a voice on the other end....you have been warned
Reviewer
Steve Hoddinott
Location
Marden
Date
20/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful service from PlusNet. Internet is always very slow and constantly have no signal. It has taken be 10 minutes to get to this page!! Do not sign up with PlusNet. I am going elsewhere for my service
Reviewer
steeli
Location
North London
Date
20/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Avoid at all costs, may seem cheap, but the charges add up and the speed is awful. Speeds are at best 1.5Mb/s whenever tested and feels like dial up at most times. Almost impossible to watch catch up TV and downloading a song takes 10 minutes.
Also beware that they will charge you £30 to disconnect your broadband even if you leave them outside of your contract period.
Reviewer
Reg Bardle
Location
Chelmsford
Date
20/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
After changing to another provider I was astounded that Plusnet debited my bank for phone package although I was no longer a customer and my account showed to be fully paid up and closed.
Now Plusnet have sent a threatening e-mail demanding payment of a bill that was not owed. Having had my account closed after changing supplier I can not access my account, can not access the helpline. E-Mails are returned stating that I should access account or contact helpline or phone their helpline to be told that there is a 45 minute wait and suggesting the online methods that do not work. I am waiting to see the outstanding bill that they claim I owe.Impossible to communicate.
Service disgraceful.
Reviewer
John McDonald
Location
Bamford
Date
20/11/2015
Comments:
Plus net are a load of crap who have no respect for their coustemers avarge waiting time 40 minutes and very poor service ant and I mean any co are better than that sower
Reviewer
Sriram
Location
Milton keynes
Date
19/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor service and very slow
Reviewer
Rohith
Location
Milton Keynes
Date
18/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Yes!! You saw that right!! 1 star for each! Would have given 0 stars if there was such a rating. They take 30 mins. to attend to call... And once they transfer the call internally, they take another half an hour! This happens every time! what a joke !! They do not provide the promised speed! Sometimes, the connection just goes off for half an hour or an hour!!! Please do not consider these guys!! For my home move offer, they cheated me into accepting a junk contract saying it would work great for me!
Reviewer
Peter Mooney
Location
Edinburgh
Date
18/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful - just dreadful.
There's a reason why they're cheap.
Customer service is friendly & helpful until you sign up - and then it's non existent.
Connection has been dreadful (weak and breaks all of the time).
AVOID LIKE THE PLAGUE
Reviewer
David Conyers
Location
Midlands
Date
18/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst service I have ever had.
Reviewer
David Adams
Location
Glasgow
Date
16/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet are the worst ISP I've ever been with, 5 months in and every month I have had an issue, 5 to 6 times a day my speed drops to 0.03mpbs , I've been waiting for 5 days this time to get a response from them , still nothing
Reviewer
Louise
Location
London
Date
15/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worse company I have had to deal with ever!!! Extremely annoying and frustrating to deal with.
I have had ongoing connection issues for a few months now and each time I try to contact the company they are extremely hard to get hold of. I have tried calling on different days of the week, weekend and all hours. I have been on hold for anytime between 45 minutes to over an hour. When I tell them I can't get hold of them they always respond that it's a one off occurrence. It clearly is not.
There is a £30 fee to leave which I was never told about when I joined.
Save yourself the stress and go elsewhere!!
Reviewer
matt
Location
surrey
Date
13/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
currently on hold 3rd time this week. both the last 2 times it was over an hour . currently on 25 mins. Wifi keeps dropping out. someone answered I asked them to get cancellations to call me they said they could not do this. Told them how long I had held said they would try and rush me through still on hold. Hopefully I have the patients to cancel.
Matt
Reviewer
Anthony
Location
Edinburgh
Date
13/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
Brett
Location
Southampton
Date
13/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst..... cant get through the phone, engineer never turned up .... REALLY POOR !!!!
Reviewer
Alison
Location
London
Date
13/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I would never recommend Plusnet. My broadband speed has always been really slow and their customer service is appalling - I'm currently in a 30 minute queue. When you do speak to 'customer services' or tech support - they aren't helpful either. A definite no, no.
Reviewer
Peter
Location
Edinburgh
Date
13/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I thought that I would write this some time after I left Plusnet to make it less biased. I had the unlimited fibre package plus phone with the mobile and anytime International add ons. Customer service is a pain - you get a message that you have a message and have to log in to your account to find out what it is. The second issue - we were moving home so I had 'booked' a slot for the broadband to be connected 4 days after we took ownership and a few days before we were actually going to move in. Unfortunately that didn't go to plan - once the phone was disconnected for the previous owner and swapped over to the us, we went back into the start of the queue for the broadband connection and received a new confirmed 'booking'. Um, why didn't you use the first 'confirmed booking' that we had made... A couple of weeks later when we finally got the service up and running, the Broadband was fine and no complaints there. The phone however is/was another matter entirely. Even with the package add-ons the phone costs were horrendous. My mistake for not looking at it in enough detail. I did a lot of checking on the broadband but not enough on the phone charges. We make calls to mobiles and internationally - Anytime 300 gives you 300 minutes but you have to hang up the call after 30 minutes or you will get charged extortionate rates. So it works fine if you want to have a stop watch counting down your time whilst you're having a relaxing chat with friends and family... Calling mobiles or other numbers is also an expensive experience. After 3 months of trying to adjust our lifestyle around the high call charges I gave up and paid the £214 cancellation fees to exit the 18 month contract and moved to BT. BT are far from perfect, but I haven't had to remodel my life around ridiculous call charges. The switch has paid for the cost of the termination fees in less than 4 months. So for broadband, no issues to report for the 3 months I used them but steer well clear if you actually want to make use of your home phone.
Reviewer
Jo
Location
Salisbury
Date
13/11/2015
Comments:
I tried to switch to plus net - the service I received was dreadful. The engineers visit did not go a head as planned twice and no one contacted me, I constantly received emails asking me how I wanted to proceed with my order and had to spend hours telephoning to tell them I wished to continue only to be emailed the following day with the same question. There call centre is a waste of time - it my be free phone number but it takes nearly an hour to talk to someone only to be placed on hold again!
I would definitely not recommend them - cheaper they may be than some, but peace of mind, trust, confidence and custom service are worth the extra because you won't get any of these with plus net.
Reviewer
unhappy bunny
Location
northumberland
Date
12/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Just signed up with Plusnet and the telephone line doesn't work. Waited over 90 minutes to speak to someone today! Called the sales team to ask what they thought about long waiting times and they said that 90 minutes was fine. I disagree. They can't make calls to you but then they don't seem to know much about telephones at all...
Reviewer
Debbie
Location
Cheshire
Date
12/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Couldn't tell you how good their broadband is because it's now 3 months after we placed the initial order and we still don't have an engineer date. Have been promised updates in 48hrs for months now. Have to keep telling them the same things over and over again and they still do not progress the order. Do not use. They are abysmal.
Reviewer
Swiss Toni
Location
Wetherby
Date
11/11/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Can't fault them, the phone package was connected a day early and so was the ADSL. I was kept informed all the way by text and e-mail and the speed is faster than my previous ISP (Sky).
The icing on the cake is the money I'm saving as well!
Reviewer
John
Location
Cornwall
Date
11/11/2015
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
There was only a short wait the last time I used Plusnet's helpline a few years ago but I was in for a nasty surprise when my internet went down yesterday. With an estimated wait time of up to an hour I wrongly assumed there was a major failure at Plusnet's end and decided to try again when the helpline re-opened this morning if there was still a problem.
Despite making a call dead on 07:30 I still had to wait 20 minutes before being connected to an advisor. I have to say the person I spoke to was very efficient and knowledgeable and soon helped me resolve the problem. However, the average wait time today was 47 minutes which is completely unacceptable and is very much at odds with the claims made in their TV advertisements.
Reviewer
Vika
Location
Leeds
Date
11/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Terrible service, on hold for nearly an hour, being passed from pillar to post trying to sort out their error. Totally incompetent. Cancelled my debit and in a month after cancellation got bombarded with emails and texts chasing my monthly payment. Shambles! Look like a friendly local internet company has become too big for its shoes.
Reviewer
Roger Cooke
Location
Swardeston
Date
11/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Average Internet speed is very poor
It's better than dial-up, but third world compared to other areas
Reviewer
MA
Location
Surrey
Date
11/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Diabolic service so bad I can't even begin to say.....I'm out of contract now thank god and I will be moving today. AVOID PLUSNET AT ALL COSTS.....god knows how they can claim industry leading customer service!
Reviewer
dl_London
Location
London
Date
10/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet set our connection up incorrectly and sent our router late. It took 4 weeks to get connected. You have to wait over 45mins on the phone to speak with them. The internet speed is shockingly slow, I bought 14Mbps and have been running speed tests every day with an average of 4Mbps. Cannot watch streamed video. Connection drops out intermittently at peak times. They blame BT for everything but the issue is congestion on their own network. They are the cheapest, the slowest and the worst.
Reviewer
brian
Location
swansea
Date
10/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
stay well away , first year with plusnet was ok then during next 18 month contract they asked if i would like to go to fibre optic , i declined. then my speed went to 0.15 mbs i phoned and complained they told me there was a fault in my house , i then changed all cables etc in house still same low speed.i have now found out that they had set my ip profile speed to 0.5mbs which meant no matter what i changed in house or even if bt had built a new exchange plusnet was limmiting me to less than 0.5mbs , so my advice stay away from them
Reviewer
Professor K A O'Hara-Dhand
Location
Gotham
Date
10/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I registered with them on the 2nd June this year and did not get on line until the 28th June as they mislaid the order. Since then I had very low if not non existence speeds on average it is a diabolical and totally unreliable and diabolical service. To contact them on the phone is next to impossible.
A company like this should be shutdown as they are not fit for service. Do not even think of using them
Reviewer
Georgina
Location
Slough
Date
08/11/2015
Comments:
Word of warning: DO NOT USE PLUS NET!
Worst service And customer service I have EVER had.
Can never get through to anyone on the phone and when you do you will be transferred around to several different people who ask the same questions! Was on the phone from 2.00pm until 6pm on Saturday to tell them I was moving and needed to cancel the service. Be very careful as they confuse you into signing up for long term contracts! I found out that they had managed to trick me into a 24 month contract (I would not of done this as I was only renting the property I lived in for 12 months) they insisted I had agreed to this and hit me with a £191 bill for cancelling the service early and said they would forward on the email where I agreed to a 24 month contract. They have sent me an email from Plus net only with a note in brackets next to 24 month contract saying (agreed over phone) no email trail from me and no evidence from me agreeing to this. Bunch of rip off Cowboys if you ask me! Looking around and talking to other people, they are getting loads of bad reviews. AVOID THEM!
Reviewer
Simon
Location
Abercynon
Date
08/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you're considering using Plusnet, take it from me, go elsewhere! The phone line is fine, but the broadband is atrocious. It spends more time off than it does working, and every Friday it is off for at least three hours.
I'm a business and it has affected me so much, I've had to disconnect the best and go with someone else's standard broadband which is 5 gb quicker!!
When phoning to complain, their standard response is one of two things:
We can't see a problem, it must be to do with a problem on your end, or
We are aware of the problem, and we are working to fix it as soon as possible.
There's a reason they are cheap....Their service is useless.
(Unless of course you just want a phone line on its own, which has been fine, but oh wait.....No, they don't do that on its own......
Reviewer
drewzz
Location
PETERBOROUGH
Date
07/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Plusnet fibre upgrade has been appalling. Their supplied router is so cheap and weak that it cannot reach further than twelve feet within the house, combined to the fact that the BT Openreach engineer refused to locate the modem anywhere central in the house but insisted it must go in the utility room cupboard where the BT line entered the house - this is at the furthest point from where it is needed! Then when I had no signal in my office uopstairs, they suggested a discount to allow me to buy a wireless extender. This allowed me to connect upstairs but with a maximum speed of 18MB at best - a long way from their advertised 38MB! If I hard wire my laptop into the modem in the utility room (where there is no room to sit) I can get 34MB at best, so the hopeless speeds in the house are solely on account of their useless cheap wifi router. BT, who own this outfit, should be ashamed of their 'service'.
Reviewer
Vaughan
Location
Stroud
Date
06/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Waited five days for transfers of service. Customer helpline worse than useless.
Will be taking legal action over delays and many hours spent online and on phone.
God knows where they get their customer service people from.
I would have done better to stick the Ethernet cable up my @@@ And whistle Dixie for all the help I got from them.
Now seeking legal redress. Lucky to have barrister in the family.
Please avoid this company,
They will do you .....
Reviewer
derrick
Location
nottingham
Date
06/11/2015
Ratings
Satisfaction
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
the worst customer service ever encountered hours on hold each time you call
Reviewer
Margaret Lettin
Location
Strathaven
Date
06/11/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Initially speeds were good, but last couple of months its been off more than on. On trying to call and speak to someone.....the waiting times were 30 minutes+
Used half my phone allowance getting on line to notify them of fault. We now have a 3 day wait for someone to even look at our line!
Reviewer
Thursa
Location
Cheltenham
Date
06/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Despite having to pay a hefty sum to get out of my contract, I recently left Plusnet due to their appalling internet supply and lack of customer service.
I could go on for hours, but briefly: the internet would drop out almost daily (which doesn’t happen now that I’ve switched providers), sometimes for hours and despite them ‘looking into it’; their online troubleshooter more often than not displayed an error message; they got my address wrong multiple times; it took an average wait of 3 weeks for an answer if you asked a question via the online customer portal; my online account details did not list a contract end date; they refused to take responsibility when called out on all these issues and didn’t even offer an early termination discount in light of all the above.
As a final kick in the teeth, when I called up to pay the final bill I was told there was a 45 minute wait to be put through to a human being! I tried later in the day and it was 30 minutes and then 15, which is still terrible.
It’s a massive relief to be rid of them and I strongly discourage anyone from using Plusnet!
Reviewer
Andy
Location
Malvern, Worcs
Date
05/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up with them 3.5 weeks ago. There have been various organizational problems like forgetting to actually send the router, and they are still sorting problems with the speed out. The thing I am extremely disappointed about is the amount of time you have to wait to get through on the phone once they've got you as a customer. 50 minutes this evening. With all the problems I've been having since becoming a customer, I have wasted so much time having to hold on waiting to speak to someone. The only reason I went with Plusnet was because it supposedly has a good reputation for customer service. I wish I had stayed with BT whose customer service is not this bad.
Reviewer
Craig
Location
West Mids
Date
05/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The worst service I have ever received.
The biggest farce of trying to move home i have ever had.
Countless lies, no communication.
I am leaving for a real internet provider
Reviewer
keef
Location
hastings
Date
05/11/2015
Comments:
dont bother
we joined plusnet they finally sent an engineer round after waiting for over a month and a half who changed our line over to plusnet and a hour later our phone stop making and receiving calls
its now 2 and a half months since we first called and we still have no phone or internet
and dont even bother trying to call plusnet they keep you on hold for over an hour each time we have called to acheive nothing
Reviewer
Phil Barnett
Location
southampton
Date
04/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Read this before you make a huge mistake signing up.
This is the worst broadband I have ever had. Be prepared for random drop outs lasting for a couple of mins to a couple of hours Complain and you will be told they are within their rights to have 5 dropouts in 24 hours and they do right when you are streaming
Reviewer
Andrew English
Location
Godalming
Date
04/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with them for five years and live out in the sticks. The service drops down when it rains and they seem incapable of understanding this despite repeated calls to service and visits by BT and Open Reach engineers (always on dry day). Not sure what 'Award' they won, but very disillusioned with them and their useless customer service and reliability. A
Reviewer
kevin
Location
anglesey
Date
03/11/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been with them i week.sorry i bothered
Faulty router replaced on installation.
Internet drops in and out reported problem reply "unsure what problem was"
NOW if you use phone line you lose Internet all together.
Reviewer
Gill
Location
Surrey
Date
03/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I signed up with Plusnet last August for phone and fibre broadband after seeing the 6 months free fibre offer - what a mistake! Due to a 'systems error' their end we were without any broadband for over 4 weeks, and another 3 and a half weeks before we got fibre. Twice engineer never showed up having organized work days so could be at home. Appalling service, long time delays holding on phone and online chat service couldn't help. Be warned and avoid!
Reviewer
Vaughan
Location
Stroud
Date
02/11/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up with PlusNet two weeks ago to escape Sky-high broadband charges. They arranged to take over phone and broadband on November 2. Sky cut phone and Bb at 8.30am PlusNet did nothing. They did not even send me a router. Call to customer service got me nowhere and they at first refused to call me back despite making me wait 30 minutes to speak to someone.
When they did call my mobile I was told they had a problem with their supplier - that's BT the company that owns them!
Now told I should get Bb and phone by November 5. There will be fireworks if I do not. Strange thing was they notified me by email - even though I did not have it.
My first call when I get my phone line back will be to the trading standards department and my solicitor with a view go taking out a county court action.
Avoid. Avoid. Avoid.
Reviewer
Mr Reynolds
Location
London
Date
31/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Changed across from BT as prices went up recently (huge mistake).
On day of fiber transfer phone was connected but broadband went dead. The after a day my phone was cut off. This took a further 3 days to resolve. No engineer (openreach) to install fibre and missed appointment.
Was then told for two weeks they were trying to cancel previous order and expedite a new order for the fibre. This process took nearly two weeks. Then after all this told the expedite request was refused by openreach and installation in November.
In meantime connected to ADSL service as clearly no broadband now for over two weeks. The ADSL service is very badly throttled. Even something like youtube buffers constantly. Download speeds as low as 0.1 meg at peak times.
Advised PlusNet that they are in breach of contract and moving back to BT. Currently claiming I owe over £200 cancellation but as they have failed to provide the product I asked for I cannot see how this could be legally enforced.
Would avoid this company at all cost serious amount of hassle and a service that is not ft for purpose.
They also refused to reimburse me for a dongle I had to use during my two week disconnection claiming that was "my choice" and broadband is a "variable service".
Completely useless outfit.
Reviewer
Richard C
Location
Kenilworth
Date
30/10/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Generally the broadband connection was okay, though with intermittent loss of service. However, when it came to disconnection on moving out of the house, the service was very poor and inefficient. Has put me off using Plusnet again.
Reviewer
andy
Location
johson
Date
30/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
customer service rubbish keep losing connection with broadband
Reviewer
DH
Location
Surrey
Date
29/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet are appalling.
I complained for over a year re our service and finally took our case to CISAS. Immediately upon doing so Plusnet deleted my entire 'support ticket' history from my online account details.
They're routinely patronising and dismissive. They're also completely ignorant of the technology they're supposed to be supporting.
As they're part of BT I find it unbelievable that they "don't share information" or at least that's the excuse I was given every time I asked for an update on our complaint- "we don't share information between engineers".
My only suggestion would be to complain and take your case to CISAS. I won our case and CISAS told them to give us compensation for our time and effort involved in trying to get them to actually do something.
Appalling, rude and utterly useless.
Reviewer
Porthollander
Location
Truro
Date
29/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Overall very poor response times on the phone line. Minimum wait 25min maximum wait 1hr 4min over 18 calls to the billing line.
Fromthe first bill i was over charged 6 phone calls to sort that out over the first 3 months of the contract.
On the final bill they decided to put cancellation charges on. Although i had been with them for 21 months on an 18 month contract.... i refused to pay and they called in a debt management conpany..... asked to speak to a manager they cancelled the charges but not the debt management company..... 12 phone calls later i have had to pay the money and i'm now trying to get the money back from Plusnet....m
Moral of the story never pay anything you genuinely belive you shouldn't have to pay. Never go with Plusnet or BT and soon to be EE.... All the same company...
If you want a good broadband conpany with good customer service look in Germany.....
Reviewer
Polly
Location
Norwich
Date
29/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely hopeless all I want Plusnet to do is move my old phone number from Virgin over which they promised would be no problem. After three months of being lied to by endless different people I'm stuck with a phone number that no one knows. It seems impossible to get a resolution to this problem. Do Not Use Plunet.
Reviewer
Jos lohan
Location
Enfield
Date
28/10/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Decided to sign up after having received extremely bad service from another provider. Their connection is contended even the unlimited package, which means they can put bottlenecks on your service when more users are connected. Their service keep insisting on charging £30 upwards even when you have finished with your contract. Penalty for leaving them. Definitely certain against the broadband code of conduct but nevertheless it is here. Charging is erratic much like many other top providers. Even though all companies are on the same BT open reach network, they want to charge ridiculous money for engineers visit. Even though if your line does not require one as connections are remotely activated by their services.
Reviewer
Mr M Khan
Location
Newcastle upon Tyne
Date
27/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I dont write reviews, but the impression I got from Plusnett customer service forced my hand.Changing contract midway,and not being able to cancel due to being jumped from one agent to another not to mention being kept on hold for ages (not exaggeration) be prepared to hold.Then being told by different agents I do not have to pay to leave & ending up paying even though was told not to. I wish I had recorded conversations between agents but never had foresight.Never again in whole Plussnett your service SUCKS & has left a bad taste. I would not recommend you to my enemies.
Reviewer
Kirsty
Location
Yorkshire
Date
27/10/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Been with plusnet for nearly a year and it's been ok. not good, not bad, just ok- not as good as the service we had with BT previously but as we got a good deal at the start you can put up with occasional slow speeds and the wifi disconnecting regularly. However, we're moving house and I need to either move our service, set up a new one or cancel and I can't manage to speak to anyone on the phone to arrange this. the homemoveing team are not available for all the advertised customer service hours, neither are the cancellation team- I have spent about 45 minutes waiting on the phone to either a) give up waiting after 20 minutes b) speak to someone who couldn't help because certain teams finish at 8pm or c) wait on hold for 17 minutes just to get cut off! I have now been told (by online chat assistant) that I can cancel in writing which is what I'll be doing and going back to BT where they answered my call immediately and were able to give me all the info I needed right away. Award winning customer service?? I don't think so!!
Reviewer
Joan joyce
Location
Holyhead
Date
27/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid if you wish to remain sane!
My elderly father was enrolled with plusnet by his computer guy. What a rubbish deal! He only occasionally uses internet but his bills were around £35 a month, higher than ours and my hubby is hardly off internet and I am constantly on the phone. When I took over handling his affairs I complained and he had a reduction to just over £29 a month.
The biggest problem is the contracts! When he moved house a year ago they conned him in to a new 2 year contract. He moved again yesterday and were told that to get the neccessary phone line installed we had to have a new 2 year contract. I reluctantly agreed as the phone is vital! I wasted 6 hours waiting for the engineer to arrive and then I phoned customer services on a mobile. What a joke!!!! The usual half hour wait, then transfered and another long wait, put on hold yet again by a rep who kept repeating the same mantra, not listening to my concerns and getting shirty with me when I got cross! They nsisted that the engineer had visited the flat and no one was there. To access dads flat you have to report to reception and request access via the security door and sign in. This was not done but I was apparently not telling the truth. They also said he tried to phone my mobile but I had no missed calls logged and no messages! We told them we consider them to be in breach of contract, having been promised a phone line on the 26 October 2015. They have the cheek to want us to pay £169.75 fee. They are in my opinion a bunch of greedy charlatans!!!!.......... Oh yes, one more thing! While you are waiting your half hour stints for them to answer the phone they play raucous music, I assume designed to make you give up!
NOT RECOMMENDED! If I could award minus points I would!
Reviewer
Andrea
Location
yorkshire
Date
26/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not happy with plusnet been messed about by them for weeks now moved house only a cross the road they book a B.T engineer come come out on the 6th oct to conect my phone line took the day of work & nobody turned up rung them then they booked it in again for the 21st oct took day of work ones again nobody turned up so got intouch then got a text message saying it WILL be on by the 24th oct can take up to midnight so waited again no phone on now they say it was a mistake about the 24th telling me now i have to wait 72 hours for there supplyers to get intouch with them to see when it can be put on WOT A LOAD OF CRAP just sick of getting messed about by plusnet
Reviewer
RichG
Location
Hereford
Date
24/10/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Always felt happy with Plusnet - decent reliability - good speed - good price.. until today when I tried to use their customer service for the first time. I've spent 25 minutes stuck in a call queue having spoken to an operator after 10mins who couldn't service my request and stuck me back in the queue!!! At least it's given me time to write this review while I wait... Shame, genuinely thought they were better than the other terrible BB providers.. guess not :(
Reviewer
Heather
Location
Holywood, Northern Ireland
Date
24/10/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Changed this month from BT, who were over charging and poor value for money. Cannot prise Plusnet highly enough, very fast smooth change over, and internet speeds are much faster than BT for a lot less money. highly recommend.
Reviewer
Kafeel ahmed
Location
Glasgow
Date
24/10/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I would like to first thanks Sam Hargreaves for his outstanding customer service that he provided. I recently moved home and was waiting for 2 weeks for my internet and phone line to be set up I received a tx from plusnet saying an engineer will be out 14 October between 8am-1pm I had a day off and was called into work but my wife was home for a short while as she had an appointment with the doctors for the little ones as they where in well unfortunately that had to be missed due to the fact that no engineer appeared and she stayed home all day waiting. I was furious so I called in the morning and spoke to Sam Hargreaves and appoligised for the inconvenience it had caused. He stayed that there was a mix up and no engineer was needed to come out imeddiately he offered one month of my broadband and went out his way to even call back on my mobile on two occasions to set up my new router which I had purchased from tesco as I lost the plusnet one I could not thank him enough for the service he has provided overall I am very satisfied with the customer service and how quickly they can resolve issue people of you can't get through to them on time well then I suggest you try calling first thing in the morning and you definitely will get through.
Reviewer
Stuart
Location
Wigton
Date
23/10/2015
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Best broadband provider we've had in years. Strong fibre optic connection that does wave up and down a bit but otherwise stays above 60mb. It was set up in half an hour with no delays. I can finally download movies and games in a time frame of minutes instead of days, and nobody is complaining that their streams are crashing constantly.
Not related entirely but it's worth reminding people reading these posts that the vast majority of people will only write up reviews when they want to complain about something.
Reviewer
kcoombs
Location
bristol
Date
23/10/2015
Ratings
Satisfaction
2.00 stars
Comments:
What a faff!! Been over a week now waiting for our broadband to come back up!! Plusnet said it would take no more than 4 days! My mobile data is through the roof.. cant watch catch up tele... and the customer helpline is USELESS my husband is a IT consultant and can do a better job than this.... VERY VERY unhappy!!! Get it sorted plus net or we shall find some other service that says what it will do and is honest to their costumers!! We are paying good money and you cant even provide the service.
Reviewer
dinglefoot
Location
southampton
Date
23/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Biggest Mistake I have made going to Plus Net Firstly the router they supply has no range like the Sky I had previous despite being in the same location. Had to buy 2 wifi extenders If you stream movies don't expect to see the end of them as it constantly drops out. Phoned them and after a 45 min wait I was told they were allowed to drop out 5 times a day and mine had only dropped out 3 times in the last 24 hours Drop outs can last mins or hours but they said they are allowed I was also told they are NOT a premium broadband supplier so don't expect a premium service Roll on March 16th when I can dump this lousy service in the mean time I must tell everyone
Reviewer
JJ
Location
Scottish Borders
Date
22/10/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Super ISP when I first started about 6 years ago - good speeds, reasonable fast customer service.
But it's gone down the tubes since. Rarely get advertised speed, total drop outs are common, and it takes a lifetime to get through to a human being at customer services - not that they're usually the slightest help anyway. Great with promises, not so hot on action.
They've recently offered me fibre, but my question on how the hell they can guarantee high speeds when they can't even maintain ordinary adsl speeds brings just corporate guff.
Reviewer
John
Location
Durham
Date
22/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible beyond belief. Customer service pay you lip service to pacify you but the problem is never solved. Plusnet admit that there is a broadband issue and then state that fault is corrected but it is not. I have had no broadband issues at all until i signed up to plusnet, coincidence i think not! I am currently paying for a service that is not fit for purpose!
Reviewer
Barbara
Location
Beckenham
Date
21/10/2015
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
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.
Reviewer
vick
Location
oxfordshire
Date
20/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
useless,unreliable and takes weeks to do anything, leaving is also a nightmare. Do not want to let you leave after agreeing to you leaving, then wont refund prepayment period. Have wasted litterally hours on the phone to them.
Reviewer
Yvanova
Location
Nottinghamshire
Date
20/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Been waiting for Fibre optic broadband for almost 3 weeks, after BT failed to keep appointment. No response from Plusnet, but my money is OK.
Reviewer
Yvanova
Location
Nottinghamshire
Date
20/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Been waiting for Fibre optic broadband for almost 3 weeks, after BT failed to keep appointment. No response from Plusnet, but my money is OK.
Reviewer
ASDP
Location
Hoddesdon
Date
20/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Domi
Location
London
Date
20/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Just appalling service on all levels. I ordered fibre on 31 July and sine then have had it for 3 days only. Routinely wait 40-45 minutes to speak to customer service, but it is usually 90 as once through they transfer you to another department where you suffer the same wait to get through. My fibre has been cut off three times by PN "in error" but each time it takes 15 days to restore. I'm now on my fourth reconnection and so can post this. I'm often sceptical of bad reviews, wanting to give the benefit of the doubt, but PN are truly the worst company I have ever come across in all aspects. Aside from those gripes the phone line crackles and, having put in 5 (five) requests for caller number display, which costs me 99p per month) it has never been switched on. Aside from emails, which take 10 days to answer, phone calls which take 45 mins to answer, and live chat where the operator on the other end cannot write in even vaguely comprehensible English, I have tried mail and courier. All to no avail. I think the only solution is a trip to Yorkshire. Life is too short. It should not be like this. Anyway, AVOID AVOID AVOID.
Reviewer
Geoff Francis
Location
Pontypool
Date
19/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Moved to plusnet from talk-talk and I thought I'd never say this but "come back talk-talk, all is forgiven!". In comparison, talk-talk is fantastic! Or to be exact, plusnet is absolute rubbish. They messed up every step of the switch-over, which took about one month from order - so much for the 10 working days. Charged rates for service provision above those agreed, and were late in sending the router. When it finally arrived, I couldn't connect because they omitted to "switch" the service on!. As for the internet service provision itself, it's slow, almost guaranteed to "fall out" at least once every evening requiring a reboot of the router, and as for trying to talk to someone from the tech department - you've got to hold on the phone for about half an hour having to put up with the most diabolical "music" you can imagine before hand. The advert says "we'll do you proud" - what nonsense - I'll have the wooden spoon every time (refer to ad). I've unfortunately got another 11 months of the contract to go - it'll not be 11 months and 1 day I assure you - my advice? Simple - AVOID AT ALL COSTS
Reviewer
Clemmie0
Location
Aldeburgh
Date
19/10/2015
Comments:
I cannot rate it as plusnet are terrible I have been waiting for installation of a line since June 8th 2015 and still no further forward and cannot speak to anyone that seems to do anything. Their advert should be taken off the tv
Reviewer
Susie
Location
Taunton
Date
16/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AVOID AVOID. These people are completely inept. I haven't had a reliable broadband service since the beginning of the year, and after hanging on the phone for 30 minutes plus every time I ring to tell them about it, they fiddle around and supposedly fix the fault. Then a week later its the same again. I rang to cancel my account back in July and was persuaded to go over to fibre which I was told would sort everything out. It didn't - I just pay more, and now they are trying to tie me in to the 24 month contract I only took out on the basis it would solve the problem. I am now in dispute over their termination fee. Money for nothing, that is.
Reviewer
Randolph
Location
Kent
Date
16/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ignore the ads - speed dreadful, crackling phone line, engineer call outs cancelled without notice, lagging, dropping out - could go on and on. Over half an hour waiting for Customer Services. No refund for advance payments. Shocking, shocking service
Reviewer
Callum
Location
Stafford
Date
16/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My internet speed and connection has been really bad lately. For the past two days I have been getting less than 100kb/s I have no idea why, it is normally 2mb/s or above and my connection is better. I can still watch youtube and stream films in HD quality though. Over all I think Plusnet for me has been bad overall, at the moment I cant even talk or play with my friends online because of it and that is what I enjoy doing.
Reviewer
tom rea
Location
grantham
Date
15/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Following a house move PlusNet were incapable of handling the transfer. After weeks of frustration, incompetence and broken promises I moved to a new provider. I am now in dispute with them over cancellation fees. Yesterday they sent me a bill for £20425.00 They seen more interested in advertising how good they are but their systems appear chaotic and unable to cope; apart from sending money demands. It is virtually impossible to get through to them and when you do succeed they are no help. Best steer clear of PlusNet.
Reviewer
Colin Prosho
Location
Essex
Date
15/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
When I changed to another broadband supplier they said sorry you are leaving and cancelled my direct debit.
Then the accounts dept said they couldn't access my direct debit and they couldn't take my monthly payment.I told them I had changed my supplier and that they had cancelled my direct debit I spoke to their accounts and they told me I owed £12.63 so I sent a cheque for this amount on the 10/10/15 .on the 14/10/15 I receive a letter saying I owed £1263.00 I later received an email with an apogee but still saying I owed £12.63 . A sad end to a to a relationship with a company that had up until then been vert good.
Reviewer
mat holmes
Location
huddersfield
Date
15/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID PLUSNET - Peter Kay might reckon these guys are just great but on every account they are terrible. I was cut off for 2 weeks phone and broadband - no help at all - you have to call them to find out what, if anything, is being done, as go through the usual 30 mins plus wait just to talk to a really unhelpful adviser who knows nothing and is totally demotivated and uninterested in pushing for any action. Speeds were below what was publicised when it did work. When you send them an email it took 10 days to get a response. DIRE - AVOID!!!
Reviewer
alan knight
Location
huddersfield
Date
14/10/2015
Comments:
I have been without a fully operating answerphone since 23 September 2015, I have raised at least 7-8 questions; and no-one at plus-net seems to have the ability to ensure repairs have been undertaken correctly. today an engineer telephoned and said the line was faulty and crackling fading, total garbage, the fault is at the exchange and responsibility of BT...apparently it needs a working port -a lift/shift and someone has got their wires wrong!
NOT FIT FOR PURPOSE plus-net they have cost me considerable money in missed appointments and to new users I say that unless we see change with compensation forthcoming then I shall not renew my contract FEB 2016 NO WAY!!!
Reviewer
Judith garside
Location
kettering
Date
13/10/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
take no notice of there adverts about customer service 20 minute wait on the phone gave up once. Having changed my bank I received a email asking for more card details and if I did not give it to them my service may be reduced apparently it takes them10-14 days to set up another direct debit.
Reviewer
Ray
Location
Haverhill
Date
12/10/2015
Ratings
Speed
1.00 stars
Comments:
Like so many on this site, Plusnet have messed up big time. Not going to go into all the details but it would appear that within the Plusnet company 'Arse and Elbow' springs to mind. I would definately not recommend Plusnet to anyone . . .
Reviewer
J. Spence
Location
Date
12/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I ordered fibre from plusnet at the end of August. No contact from plusnet and nobody turned up on the assigned installation date. I called to complain and they said I had to wait another month, I asked to cancel but they said I would be liable for the whole term of my contract if I did! Anyway they gave me another installation date a month later. No contact from plusnet and nobody turned up on that installation date either. This is the worst customer service I have ever received from any company ever! I wish there was a rating lower than 1 star!
Reviewer
Mrs Julie Wakefield
Location
north Yorkshire
Date
10/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Words fail me. We have our internet and landline through plusnet, DO NOT USE THEM.
I have had no landline or internet for 2 WEEKS. Part of which my husband was away and I was alone in threes middle of the countryside.
Took day off work at great expense too me, told I would be fined £50 if not there. They didn't turn up!!!
Numerous calls from work...numerous promises. Still without any phone or internet. BE WARNED
Reviewer
Rick
Location
Lancashire
Date
09/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Good honest broadband from Yorkshire? Leading customer support? Yeah, right...
Worst issue: A completely private and unique email account, that had only ever been given to PN's billing system and has never been used anywhere else, has been 'leaked'. This has happened to *many* other PN customers using similar unique and private PN-only email addresses (there's a way to do this so that no spammer should ever get hold of the address unless it's given out by the person it was given to). PN doesn't seem to care that they can be the only source of this supposedly-accidental leak of confidential information about their customers. I now recieve hundreds of spam emails a week to an account that had existed for years without any at all, until PN leaked it. PN has tried to ignore and belittle this incident on their forum in the hopes that it just goes away and people forget about it. Customer support refuse to discuss the issue and just regurgitate useless advice about how to avoid spam in general.
Other issues: The speed drops significantly (almost unusable) every night, between midnight and around 2am. I live in a quiet-ish area and there's no way that it is local contention or interference. This has gone on for several years on PN.
It's a shame. PN was good once, many years ago. Not so now. Of course, BT own them now and pull the strings I imagine...
Reviewer
biggeral
Location
Corby
Date
09/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Worst mistake of my life, joined plusnet due to their advert, unfortunately on the day I got my Broadband set up with them I realised I made a huge mistake, I mean the 1st day the Internet went down I phoned them up so see what is up and waited 50 minutes for my call to be answered.
The fibre broadband speed I had was so slow, I was unable to have 2 Internet windows open at the same time, some larger website were impossible to view, I called Plusnet to report the slowness only to get told I will need a laptop so they can talk me through how to test that the modem or router are working fine, I informed them that I do not own a laptop and was told I need to purchase one otherwise they can not help me!
I put up with this problem as I wasn't going to get a laptop, I was then informed that they are putting up their prices and due to this I could cancel my contract early without any cost to me, I did cancel and went to another provider still using Open reach cables but with this companies router etc and the speed is brilliant.
A month after I received a email from plusnet informing me I had to pay 1 months phone line rental by mid September otherwise they will send my information to a debt collector, I phoned plusnet and was told there is no amount to be paid and they had credited my account so the balance was zero!
I received a letter yesterday from a debt collection company saying I have 7 days from the date of the letter to pay plusnet £115 otherwise they will take the matter further, I straight away called Plusnet and after waiting 35 minutes my call was answered, I got told the fee was a cancellation fee, I explained that I was told and still have it in writing that no charge will be applied to me for cancelling early, unfortunately Plusnet have no record off this so today I emailed them a copy off this message and got a automated email back stating my email will get a response within 10 working days, however the debt collector wants payment within 4 days now!
Plusnet are a joke,Please do not fall for their advert like I did, the companies they say they are better than are in fact much better than plusnet as I have found out!
Reviewer
jpersey
Location
Surrey
Date
09/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Beware of Plusnet if you plan to move home. We paid for line rental upfront and had a good deal with no contract end date, we looked for this as we were planning to move in the year. However when we came to move they slap a £65 moving charge on you which is hidden in their T&C's! Wouldn't refund or offer any help it was either pay this or lose the line rental savings we had already paid. Thieving scum bags!
Reviewer
m o
Location
Date
08/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely filth and rubbish. Beware of this fraud company who tell something else on their website but cant transfer even your number to their network. Their customer service reps are without any real knowledge about how things work. they take more than 15 minutes to answer the calls of existing customers. Waste of time
Reviewer
Rob
Location
Bury St Edmunds, Suffolk
Date
07/10/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Up until now Plusnet have been really good. The broadband was (and still is) fast enough, at least where I live, for two people to stream movies, browse the internet, etc. and the phone service was, well, a phone service. I also used to think the customer service was good, to the point that I'd actually recommended Plusnet to people. So far so good. But now they have changed the website... Want to email about leaving or renewing? You can't do that online... Want to raise an online query/ticket? Can't find how to do that either... So then you try and call them. You want to wait for 15-30 minutes these days then hey? But it's okay, because they then tell you that you can sort your problem out on the website. Phew... Wait, what?? So yeah, now that reasonably priced year's broadband and line rental has run out, I don't have the time to wait half an hour to try and get through to them on the phone, so now I'm being overcharged on a monthly basis... Thanks, Plusnet.
Reviewer
alan cunliffe
Location
southport
Date
06/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband I've ever had, not worth the lower cost. It cuts off randomly at times, slows down regularly Please don't go with this company it's aids.
Reviewer
Faye
Location
Manchester
Date
06/10/2015
Comments:
This company needs to do everyone a favour and give up!! Give up and stop letting people waste their money with their rip off contracts that are impossible to get out of without paying out a fortune!!! They should have to pay for counselling sessions for their customers with the stress you have to go through!!!! Honestly save your health and choose another company!
Reviewer
Andrew
Location
Leeds
Date
06/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Order was due for delivery on 2/9/15. My existing broadband went off and I had no service. Spet over 12 hours on the phone with unhelpful and rude support staff. After 2.5 weeks took legal advise and cancelled the service. They then tried to charge me £188 for the phone part of the package. More legal advise and they backed down. Moved to Sky without any problems
Reviewer
Greg
Location
Seend Cleeve
Date
06/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was with plusnet at my previous property and they were very good. Since moving this year Ive taken out two new accounts with them, one for home the for my business.
Both accounts have been totally unacceptable, my work account speed regularly drops down to 0.3mbs for days on end.
My home account, despite starting the order on 28 August I still have no internet connection as of 6 October. I have contacted them by phone 4 times and have spent 15 hours on hold. I have had two engineers appointments and had to wait a total of 12 hours for those. Thats time that ive had to take off from running my business which is in its 1st year, so at a delicate stage. Having to put customers orders on hold to deal with this bullshine is not good.
We have to have the internet at home as my partner is a teacher and has around 2-3 hours of schoolwork that she has to do each evening. Because of plusnet she is already over a month behind with her targets and is danger of receiving a written warning for this.
My business has lost £675 in revenue because of plusnet.
Hopefully they might see this
Reviewer
BAW
Location
Dorset
Date
05/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
When I joined Plusnet, only ADSL2+ was available where I live so I had an up to 15mbps broadband speed. The property was newly built so the line had to be installed by BT before I could start. I have no phone and no intention to ever get one so having to pay for a line rental was a sting, but I know that's standard for ADSL.
When I ordered broadband I was charged then asked to book a date for installation. The earliest date available was almost a month away. Ouch.
Soon after this, I started receiving parts of text messages trying to tell me there was a problem and asking me to text them back. I tried texting back but the phone number they sent the message from wasn't a valid number for me to text. The company also tried calling me a few times, despite me telling them I was disabled in a way that makes me unable to take phone calls.
I finally managed to get online at a local pub to see the emails they'd sent me. They told me I'd given them the wrong address and the installation date I had booked was never actually booked. I hadn't given them the wrong address; all the info I gave them at the start was correct. I told them it was the right address and they tried again.
It got to a week after the date I had originally booked before a BT engineer came, who was very nice. A few days later they turned on the phone line and started charging me the line rental, even though I had never asked for it and it was useless to me without ADSL.
Weeks passed before they told me the ADSL was turned on, as apparently there was a problem with my account. It took a formal complaint to PlusNet and Citizens Advice to get them to fix the problem. Before the formal complaint, Plusnet had ignored several emails I had sent for two weeks. Even after this, I never received a reply. I expect they ignored me so they wouldn't have to reimburse me for the copious amounts of money I had to spend on BT FON to get online to keep moaning at them.
After they told me the broadband was ready and working, I struggled with setting up the router as it couldn't connect. It's been some time since they sent me this message, and I'm still without internet, and they've still not responded to my official complaint, request for technical help, or request for reimbursement. I will be getting reimbursed, and I will be taking this to higher authorities.
I am now down around £100, lost my job, had to restart medication for depression that I managed to come off, lost a lot of sleep, shed many tears and suffered panic attacks due to their terrible service, complete ignorance, and exploitative and malicious conduct.
Obviously I don't recommend Plusnet. I have never in my life been more abused by a company.
Reviewer
Halfpint Sally
Location
Tonyrefail
Date
04/10/2015
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I have recently experienced no end of problems with Plusnet.I needed to purchase a new router and was told that if I wanted a free router I would pay for post and packing and if I renewed my contract I could have a cheaper deal. This I did and was told I would pay £5.99 a month , a saving of £3. However an email informed me of a monthly cost of £8.49 would be taken. I phoned to query and then complain when I was told they were unable to do any deals. This surely if they record calls then my information can be checked. I am now bound by an 18 month contract, I wish I had never heard of plusnet! I also had connection problems with new router which took weeks to rectify and an engineer visit that failed to happen. I complained about this and had a refund of £25. They also sent emails when they were aware I had no internet connection and to contact them by telephone is an absolute nightmare!!!
Reviewer
Miss Take
Location
South West London
Date
03/10/2015
Comments:
Terrible, terrible customer service. You have to wait 30-45 minutes to speak to their operator. I have waited 2 months to get some answer from them. At the end, they told me that my previous provider rejected them for several times. They ask me to pay additional £49.99 to proceed my order. It is not my fault that two providers failed to communicate. Why do I have to pay for their mistake?
Reviewer
Kamruzzaman
Location
Camden town
Date
03/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst broadband ever,when I got the broadband they said the speed willbe between 10-17mb but I'm getting 2-4 mb.when you call them about this they don't responde to you,after a hard try if you get in touch with them still you don't get your problem solved.I'm using this broadband for 3 months and honestly,I called them 9 times for slow connection or dropping connection.I can't even cancel this broadband because I've to pay £60 for fee.Plesse those of who just about to join this broadband,I personally,request you guys do not join this crap broadband,if you do then your gonna have to face the issues that you never thought of.
Reviewer
Tim
Location
London
Date
02/10/2015
Comments:
Simply awful. Useless reliability, we've had at least once a month on average where we have Internet problems. If we were not on a prepaid plan I would leave immediately. My advice is to pay a little more and go for a better provider. The online chat service is useless for fixing issues, the team are not technically apt and simply ask customers to report a fault. They also have a ridiculously structured set of questions to answer to get through the troubleshooter before reporting a fault. It assumes everyone has a home phone and spare micro filter and router.
Reviewer
Tim
Location
London
Date
02/10/2015
Comments:
Simply awful. Useless reliability, we've had at least once a month on average where we have Internet problems. If we were not on a prepaid plan I would leave immediately. My advice is to pay a little more and go for a better provider. The online chat service is useless for fixing issues, the team are not technically apt and simply ask customers to report a fault. They also have a ridiculously structured set of questions to answer to get through the troubleshooter before reporting a fault. It assumes everyone has a home phone and spare micro filter and router.
Reviewer
Ian
Location
Fitchett
Date
01/10/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Plusnet for about 4 or 5 months now and it has been a massive disappointment.
I was with Sky and never had any outage issues or drops. However since I have been with Plusnet my connection keeps dropping and the speed is noticeably slower which is also making it a very frustrating experience.
I have also tried to get them to help with the issue but other than the usual things they have been unable to resolve the issue, which is where the customer service aspect has let me down. I seem to keep getting the generic answers and scripted answers rather than someone actually wanting to find out what the problem is.
Due to this I would NOT recommend Plusnet as although they advertise with good intentions, they don't live up to them!!
Reviewer
Mr R
Location
Lewes, East Sussex
Date
29/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Initial install of fibre was a disaster. Plusnet never answer the phones so you have to use their email customer service. Do not even try to call. This email based service is actually OK if you only have to contact them once and if all then goes well. For repeated conversations, its rubbish because its a 2-3 day turnaround time to respond. In my case trying to coordinate openreach visits with work was chaotic. After a month of failing to coordinate, I rolled them back to regular ADSL. Not Plusnet's problem that I could not find a date and was too busy, but very much their problem that because their email response is too slow I am unable to coordinate with a moving diary. i just want to speak to a human. Will go to John Lewis as soon as they have unlimited fibre.
Reviewer
Mike
Location
Canterbury
Date
29/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
To those who won't read this whole review, avoid like the plague!!!
To those who do want to read it, and I advise you do to realise why I say this, I shall begin.
I signed up for Plusnet Broadband on 2nd September 2015 after being reassured by a jolly sounding Yorkshire fellow that I will have my broadband installed within 10 days. Brilliant I thought, £2.50 per month (plus line rental) and I will be sorted. Obviously I am writing this today (29th September 2015), with no internet and not a single solitary toss given by the customer service team.
On 6th September I received a badly written text message informing me that there was a cease placed on the line, to which I realised that there was an existing Sky phone line on the property which I just moved into. I then had to wait until 16th September for that to be released. Besides taking 4 days to even bother with my order, this can be put down to Sky however.
Okay, I thought, I should be in business from that date. I spoke to a female from customer service (after waiting 40 minutes to get through), who assured me that the phone line will be installed within 24 hours and that my internet will also run. This was explicitly stated when I asked to confirm (Plusnet, check your recorded calls if you don't believe me!). I then hung up the call feeling vaguely satisfied. However, I immediately received a text message stating:
"As per our conversation, when the cease has completed on your landline on 16/09/2015 we will restart this it will take 24 working hours. Once complete we will then place your broadband order which will take a further 4 working days to complete. As discussed, you will not be charged the reconnection fee for this".
To make matters worse, the company also revealed that I will have to pay an extra fee to have the line fitted. This was later deleted in this conversation.
The broadband order was then confirmed to begin on 17th September, with my home phone number then arriving the next day.
On 25th, after inquiring and waiting over 45 minutes to get through to the customer service team, they finally admitted there was a problem with the order. No real problem was ever defined and I had several more phone calls after being promised date after date, with still no service to this day.
At this current point, they now promise a review on 1st October 2015, with no guarantee it will be sorted. This is despite receiving an email informing me that my service is active.
I will most likely cancel my order, and post this review as far across the internet as possible to make sure that you, a potential customer, do not fall for the terrible service provided by these amateurs.
Reviewer
Alex Decmar
Location
Twickenham
Date
29/09/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I am so surprised at how good PlusNet are. Okay, the service is not the lowest in terms of price but the feedback/communication has been A1 and generally they have been very good.
I would always recommend them
Reviewer
James Douglas
Location
Thatcham
Date
29/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful. Waited for engineer who didn't turn up, keep being put on hold on the phone for half an hour turns (more than 2 hours on hold total now). Keep being told i have to wait 72 hours before they'll do anything (no idea where this arbitrary number has come from). I've recieved emails and texts from them to tell me my service is now complete, but I have NO INTERNET. I've been left with nothing, my old line having been cut off. My wife can no longer freelance from home and has had to go out and seek alternative internet this morning at HER EXPENSE. I've lost a day off, which cost me a lot more than the £40 installation i have paid for and NOT RECEIVED. - DO NOT USE THIS COMPANY.
Reviewer
Brian dyche
Location
Linton
Date
28/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What ever you do think again they turn down the band width when you finally get through to them they turn it up and then it goes down again. They are a BT company as well. Be warned
Reviewer
Sam B
Location
London
Date
28/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had been a long time customer of PlusNet, until today. I ordered an extra line in a new office but after the line was activated it was discovered that the DSL would drop often due to latency on the line. We did many ping tests with their support team and found significant packet loss and time outs. It was determined that line could not support DSL. So the line was canceled but when I tried to cancel the DSL service they insisted I had to pay for the full 12 months of the contract, despite not being able to provide DSL on this line.
I obviously did not want to pay £179 for quite literally nothing so asked if I could transfer this cost as a credit to one of my other accounts. They just repeated that I was in contract and stated that due to data protection reasons they couldn't even look at my other accounts...
I have since cancelled all my accounts with Plusnet. Their customer service and customer retention is a joke.
AVOID LIKE THE PLAGUE!
Reviewer
jason
Location
hemel hempstead
Date
27/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One star is too high a score for Plus net. Since day one we have had problems, when ever you call expect a 30 minute wait. You will then be told its a fault on the line and they will look into it. Typically its then fixed and you get a staggering 8 meg and then each and every day after it will drop a meg back to their token gesture 2 meg. Looking forward to the day we finally get an ombudsman to make these conmen accountable and allow customers to easily terminate a contract on none performance.
We will be dropping them as soon as the contract date comes up.
Recommendation avoid Plus net if you want anything faster than 1990's dial up. Worst provider we have ever had
Reviewer
Tim Black
Location
Manchester
Date
27/09/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Mega Fast
Never Went Down Once
Cheap
Perfect customer service but bad waiting times.
BT INFINITY without the price tag basically. (same company they are a subsidiary)
Reviewer
JackB
Location
UK
Date
27/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Attempting to sign-up for BB with Plusnet and it has taken months. PN blaming BT and vice-versa. No call to customer service has been answered faster than 40 mins wait. Worst has been 40 mins wait then transferred to high-priority team with an additional 45 min wait. Absolutely appalling level of service I wish I had never started with them. It's also almost impossible to be transferred to speak with a manager.
Reviewer
Nia
Location
Cheltenham
Date
26/09/2015
Comments:
AWFUL SERVICE FROM AN APPAULLING PROVIDER
I’ve spent hours on the phone to them in the last few weeks and I’m getting pretty sick of their attitude. The average time spent on hold before my calls have been answered is over an hour. They are then rude and are quite happy to lie (I know for a fact that they have lied to me) and blame anyone but themselves for the short comings in their service. . My broadband is generally unusable, about 0.2Mbts and drops out completely a lot of the time. Unfortunately tied into a contract and hae been told I will be charged exit fees if I leave, even though they are not providing me with the service I am paying for.
Reviewer
Tristram
Location
London, SE1
Date
26/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
After 8 years with Zen, thought I'd save money, and move to Plusnet, as reviews were good. What a mistake, firstly, had to chase on the connection - they didn't connect when they said they would, and it was 3 days without internet. Next, the speed was half what it should be. They said they were 'optimising the line speed'. After the two weeks I complained, and gave evidence of previous speeds. Suddenly, the speed doubled. Hmm? Are they throttling speeds on the expectation that some won't notice? Next, we got outrageous charges for European phone calls. Then they put their prices up. All within a month. Decided to leave, and received small bills for the pro-rata cost. Then the next month - a bill for the service again! Contacted them immediately, but they still took it by direct debit (which I also cancelled). Since then, have contacted 5 times about getting a refund. Even after the 10 working days they said it would take, I still don't have my money back. This is a terrible organisation. Steer well clear. I am now back with Zen Internet. Seamless transition back (no internet downtime whatsoever), and excellent customer service. So glad to be back.
Reviewer
Derek
Location
Crewe
Date
25/09/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Good speed all week when most people at work Rubbish at weekend I pay for Fibre Optic and I am lucky to get 1 or 2 Mbps all weekend Can't wait for contract to end and I will certainly be leaving minus net
Reviewer
Glynis
Location
Kent
Date
25/09/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Changed to plusnet with high hopes. They have been the worst provider I've been with. Say uk call centres but take forever to answer the phone, then when you get through they have to transfer you to another department. I can't wait for my contract to end so I can switch.
Reviewer
Justi G.
Location
North East UK
Date
24/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Unlimited (non fibre) BB & Talk Package.
Below standard in all matters really.
Cheap and very inadequate router. One the worst still on the market actually.
Hence, very inconsistent speeds, regardless of "peak" and "off-peak" times. My connection never broke 1 Mbit/s (whereas every other provider I have had was able to give us at least 1.5 over the same line)
Customer service, sadly lacking.
Very frequently an hour or more hanging on the phone (even outside of their stated "peak calling times".
Never able to get a direct or concise answer to any of my questions.
If experiencing a bad connection, the emphasis was always on the customer to try and sort out, e.g. pull 80 quids worth of unlocked router, out of thin air, to test the line for them. Or , be threatened with a 50 quid charge.
And charges - a few big ones, not as transparent as they make out. If thinking about migrating, before end of term, make sure your next provider will, as an incentive, help cover any of the whopping fees Plusnet will hit you with.
And lastly, as their base changes on all packages have risen by 15% this year, they are not even any cheaper than the nearest competitors.
A BT owned company now too. For reasons of conscience I migrated to Plusnet. But, as they are now BT owned, any reasons not to migrate away are no reasons for migrating ar non-existent.
I would recommend avoidance. It will honestly save a lot of frustration, and disappointment.
J.G.
Reviewer
Mark
Location
Dorset
Date
22/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Decided to upgrade to fibre as we were getting less tan 1MB, waited in on the appointed day, but no engineer arrived. Tried to contact via the webchat service, but told that this was not an appropriate medium. Tried to raise a complaint via this channel, but was informed that I could not do so - although it clearly states that you can on the complaints page. Now 45 minutes into a telephone wait to speak to someone - initial forecast was less than half an hour, but I have never got through in less than an hour.
Reviewer
John Turner
Location
Plymouth
Date
21/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Shockingly bad customer service. I ordered an upgrade from broadband to fibre with them. An appointment was booked then the following has since happened:
1) Contradictory information regarding a discount. Stated discount for 24 mths then mentioned 12 mths in email. Since resolved and will be 24 mths.
2) Booked morning off work but BT engineer (wholesale provider) failed to show. Plusnet were dismissive and and only when I asked for compensation (time of work = money) did they agree to a miserly 2 months' free. Probably a fraction of what they would have charged me had I broken the appointment and definitely a fraction of the value of my wasted leave from work.
3) Despite booking the initial engineer appointment on the phone, Plusnet told me they can't re-book until several days later as it was now a "bridging case", adding insult to injury. I needed to book more time off work so needed them to book the engineer.
4) Despite the above, a new appointment was pushed on me which didn't match any of the 3 dates I specified. I phoned and was then booked in for a date I was able to take off work.
5) Email arrived telling me the appointment which I had been told was booked (and for which I had again booked time off work) was not available. Again, no negotiation. They just pushed another date at me.
6) Phone calls throughout had a minimum wait time of 30 minutes but a more typical wait time of 40 - 60 minutes. This included phoning first thing in the morning when their stats say they are least busy.
This is a complete and utter nightmare of a company to deal with. I would go beyond saying "poor" customer service. I just don't think Plusnet offer what anyone can reasonably describe as service at all when you have cause to communicate with them. It's like talking to an inanimate object that's been engineered to cause maximum frustration.
AVOID PLUSNET.
Reviewer
john
Location
kent
Date
21/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have not had broadband for about a month. Plusnet keep placing orders with bt expecting that will fix the problem. Isn't the definition of insanity to do the same thing but expect a different result?bt have confirmed plusnet need to enable the system from their side.
Speed is .5mb. Customer advisors lie to you and hang up. They fabricate notes and say they will call back but do not.
They cant seem to keep track of the promises they make you.
Reviewer
canterbury guy
Location
Canterbury
Date
19/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been without broadband for a month. It normally takes about 14-40 minutes to get through to their award winning service. When I get through the advisors keep placing orders with BT. They have done this 4 times now. Each time they say the service will be activated in about a week, but it has not been.
Clearly dopey people work there as why keep placing an order with BT if you know it does not get you anyway... trying calling them to explain there might be a problem? Just a thought.
Advisors promise to call and and don't. They fabricate notes on the system and say they tried to call back when they did not.
If I could give no stars I would.
They estimated 8.5-16mb on my line. I barely got 4mb. The phone line has a hum which they can't seem to fix.
Total nightmare experience.
Reviewer
lim
Location
Southampton
Date
18/09/2015
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
I had thought that Plusnet were the very best at looking after their customers. For me, the reality is that they cannot appreciate problems, even when the nature of the problem and the solution is presented to them - this has happened a number of times. The latest disaster is their simply saying (after some delay) that they are unable to deal with the enquiry.
Regards, lim
Reviewer
H
Location
London
Date
18/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I can't judge the broadband band speed yet due to the nighthmare in getting my connection active. After being told it would take 3-5 working days after my engineers visit for the connection to become active and having no connection after this time, I rang the customer support team who told me it would be another five working days. It has now been 13 working days since the original visit and after waiting on hold for an hour to talk to someone I have now been told it will be a least another three to four days and they will not refund me for the line rental payment that I have already paid upfront for this month even though I have had no internet. Would definitely not go with plusnet again and do not recommend.
Reviewer
Colin
Location
Leigh-on-Sea
Date
17/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Tried to switch my service from Sky but they failed to turn up and I since discovered they had the order on hold without even contacting me. Trying to sort it was a nightmare with phone waiting times constantly at 30-35 mins at all times and an online help that was unable to help. Avoid at all costs.
Reviewer
CAJ
Location
Wales
Date
16/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely terrible company! Have lost count of how many times weve complained of slow broadband and most days NO broadband at all. All we do is get fobbed off by clueless people. Cheaper than most companies because all they provide you with is hassle and rubbish. Terrible company, terrible customer service, terrible broadband. Avoid at all costs.
Reviewer
Veronica
Location
Winsford, Cheshire
Date
16/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Nightmare from start to finish, from my change over from service provider. When it didnt happen on the agreed day l called them from my mobile, 30mins queuing to speak to Customer Services to be told can go live up till midnight. Nothing rang engineers next day, said sent me a text to say it was no going ahead on that date. I explained l rang within 3 mins of getting text and was assured no problem and would happen as planned on arranged date. Without broadband & phoneline all over Christmas. Poor wifi speeds that drop to very slow after 3pm. Now signal keeps dropping 3 times in 30 seconds. Downloads dont even complete overnight, 12-7am and only 92% for a movie. Cannot make use of subscrption TV and movies because of poor speeds. Got a new base unit, not fixed it. Unscrewed cover from wall, not fixed. Ran test for 72hrs, fault been occurring for 3 weeks now. After test, engineer promised a call but just rang once hung up then sent an email, saying all tests ok. Its not and now in queue for 45mins to speak to Tech dept for 5th time. Want to cancel contract with plusnet. 1/10
Reviewer
Scott
Location
Shipley, West Yorkshire
Date
16/09/2015
Ratings
Satisfaction
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Though I was offered an upto 16Meg line in fact speed was clearly limited to 12. I had 16 from previous and subsequent providers.
On leaving I am having a nightmare with their customer services where, in spite of their agreeing I am due a refund I haven't had it for months and they are chasing me for money they agree I don't owe. God knows why they're rated for customer service as calls to them are never answered in less than 15 minutes and it has become clear their front line staff are unable to resolve problems due to poor procedures.
Reviewer
Paul Bennett
Location
Herefordshire
Date
16/09/2015
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Good broadband service,but appalling customer service. If you want to talk to them they provide a freephone number, but you'll be on hold for at least 30 minutes. then they will tell you that it's the wrong department and put you on hold for another 20 minutes. Not bad if you like bad 80's music, If you try to debate your issue you will come up with the Data Protection Act thrown at you as a non-answer.
Best advise keep away. They advertise on TV about their great customer service and being UK based but it really is appalling.
Oh and when you leave them they will keep trying to bill you.
Reviewer
David Young
Location
Hatfield
Date
15/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The old adage "Pay peanuts-get Monkeys" is proved right
If you need reliability of service they are best avoided.
Reviewer
Arthur
Location
Garstang
Date
14/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
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!!
Reviewer
sb
Location
Hastings
Date
14/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just awful. I've had 3 different broadband providers over the years and Plusnet are by far the worst. I can't comment on the speed or reliability because we've still not managed to get it installed yet. They keep delaying installation and their customer support is dreadfully slow. They have repeatedly promised to sort out the issues and repeatedly nothing gets done. Worst of all they don't communicate with me to update me so I've wasted countless hours on hold and waiting around for an engineer who never turns up. Avoid at all costs.
Reviewer
Ben Pattison
Location
NEWBURY
Date
14/09/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I have been trying to get a hold of Plus-net for the last 40 minutes and as soon as I get hold of them I am then put on hold again for another 30 minutes before giving up. I am trying to set up a new contract as well as change an existing contract. General speed is good although drops out a lot. Customer services is pretty poor and you blow your allowance on trying to call them and sitting awaiting a response.
Reviewer
Ali
Location
Minehead
Date
13/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst customer service I have ever experienced. Call waits of over an hour for months and no sign of improvement. Had to pay £140 to leave - letter sent to wrong address and had to wait on phone for an hour to pay this as no automated payment line. Funnily enough if you ring sales you get through instantly. Will never return. Avoid!
Reviewer
Pricey
Location
Cumbria
Date
12/09/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I realise that Plusnet can do nothing about the measly 0.95Mb/s broadband speed we originally got (and what they told us we would get.) However, it started going down and now sits, on a good day, at 0.7 Mb/s; however, it frequently falls below that. Anything less than 0.7 Mb/s and it becomes pretty much unusable. And it regularly falls to as low as 0.1-0.2 Mb/s - actually, it often seems to cut out completely. The problem is I took out a two year contract based on the anticipated speed and the fact that Plusnet told us we'd get superfast in our area this spring (gone). Neither of those assertions have stood the test of time. Plusnet, having sent out a BT engineer or three, have effectively shrugged their shoulders. I had a letter recently (well outside the 10 working days they say they'll reply in) in which some dozey 'customer relations team' operative assured me my broadband speed was 1.0 Mb/s and stable (based on one 'snapshot' reading.) This was despite the 150 readings I had sent them, taken from Ookla over the last 8 months (about 60 readings in August), which quite clearly show that we have never had 1.0 Mb/s and are currently averaging about 0.55 Mb/s with variations between zero and (once) 0.76 Mb/s. I have asked for a letter of deadlock and will take my case to CISAS.
The bottom line is, they are of course fine when it's all going smoothly, but when it goes wrong they are shockingly bad. Their customer service 'systems' seem to be in disarray with online answers to their own questions ignored, and deadlines not met. You have to battle, curse and scream to get them to action anything you send to them.
If I knew what I know now, I would never have gone near PLusnet.
Reviewer
Disastisfied
Location
Monmout
Date
12/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I have been on the ADSL service for a year. Noticed I was getting speeds of 1.5m download/0.5m upload. Called the, was on the phone for almost an hour waiting to get through. The engineer found an incorrect setting, reset it, then I was getting 5m download/2m upload.
I upgraded to their fibre service (70m). Has to wait in all afternoon, the engineer turned up at 6:30pm. After installation, the service is unreliable and only works intermittently. I called and waited on the phone for 25 minutes and they told me to reset my router, which I did, still no better. I have to call them again, when I have the patience and will to live.
Not happy...
Reviewer
Graeme
Location
London
Date
11/09/2015
Comments:
Can't provide the services they sell you and not interested in helping you or sorting things out when you ring them (if you've got them time to wait in a queue for half-an-hour). Save yourself the bother and avoid at all costs.
Reviewer
James
Location
Staffordshire
Date
11/09/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Just swapped from sky to super fast fibre. Was a little worried after reading all the negative comments but a very smooth changeover. I received texts and emails to keep me upto date, router arrived 2 days before and as arranged everthing was up and working by 3pm yesterday afternoon. Just done a speed test on my samsung tablet, 50.4MB download and 19.4MB upload a mssive imprvement from my sky broadband of 11.6MB down and 1.2MB up. Very pleased
Reviewer
Peter
Location
Leeds
Date
11/09/2015
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Fine for the price. Been with them for a while and problems sorted out. Sometimes took a while and a couple of visits from Openreach but intermittent faults can be difficult. Downside is time to get through on the phone.
Reviewer
Doyst
Location
Northamptonshire
Date
10/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Having just become a plus net customer, which was a long process, finally we have broadband. Then whilst on holiday, before we've even been charged our first month we get a notice saying the price is going up. Unlucky timing on our behalf possibly, but the customer service around my enquiry could not have been more patronising. Not worth leaving because of exit costs, feel duped, very disappointed, from someone who likes giving companies good reviews.
Reviewer
Andy Brookes
Location
Rotherham
Date
09/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband i have ever had. Worked for first month then became very slow and kept losing my connection. Been like this now for six months. Cant wait to get rid of the pile of crap. Customer services total joke. Would never use this garbage again.
Reviewer
Patricia
Location
Tegg
Date
09/09/2015
Comments:
TERRIBLE SERVICE when moving home they extended the contract from 12 months to 18months. I did not know until I switched provider and started getting debt recovery letters. Can not get hold of customer services, nor do they reply to any mail. You can raise a question. but are lucky if you get a reply from them. TAKE HEED go elsewhere YOU HAVE BEEN WARNED.
Reviewer
Peter Hibbert
Location
Cumbria
Date
08/09/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
How on earth can plusnet have that advert on TV about there customer service because it is totally rank in all aspects. Where are the advertising standards people when you need them.
Reviewer
Vicki
Location
London
Date
07/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful provider. The Internet worked fine for the first three months at decent but not amazing speeds. Then it became extremely slow, continuously dropped off and we'd report a fault each time, the connection would be restored via a reset and this would last about two weeks before the same problem came back. The online chat is useless, the person only ever tells me to report a fault, there's no point wasting time waiting. The call line is also terrible with a 45min average wait time if you are lucky. Worst Internet provider I've ever used.
Reviewer
Andy
Location
Romford
Date
06/09/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This has to be the worst provider in the world. Online customer service leaving me when I mention problems. Phone customer services the same. It's true you pay for what you get, in this case a piss poor service
Reviewer
Anand
Location
Reading
Date
31/08/2015
Comments:
worst provider, customer service access takes ages. they promised not going to charge 0845 and started charging, every month I've to call to get this clarification,still struggling. Don't go near them.
Reviewer
Christophe
Location
Yorkshire
Date
31/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DiSHONEST RIP OFF MERCHANTS. These shysters lied to me when I took out the contract about how much it would cost to cancel the contract. Costing me £100. they also cancelled the my pending cancellation request, and created a new one so my cancellation would fall outside the minimum notification period required. no other word for it a bunch of crooks. AVOID. AVOID. AVOID.
Reviewer
CEW
Location
East Anglia - Norfolk
Date
30/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
To many stars, would prefer no stars!
I joined Plusnet in Aug 2010, at first they forgot to connect us..but after that was sorted things seemed to settle...they increased the limit as we needed...had family and friends join. Paid line rental saver... But in the last 12 mths it just became terrible, unable to use our Wifi, had to hard wire items to use service, streaming HD didn't happen, PS gaming, Xbox etc continually failed, headphone dropouts, gamers flickering all over game play.
After CS, just wouldn't read, or listen...I am now unable to speak, due to medical condition- internal bleeding/disability. Agents would CALL to discuss errors reported. Depsite being told I was unable to speak, as the account holder this became an issue.
Recorded Calls, provided evidence of this abhorrent behaviour. My direct debit mandates were cancelled, they requested or called to obtain cvc number on account card, supplied as secondary payment source.
Plusnet withheld refferal money, for friends who joined.
When we noticed the other devices and services in our cul de sec, BT was most common, when my hubby chatted with the neighbour with BT service..he was shown up to 10mb... When we were unable to get 2mb.
Plusnet started to get shirty, when I requested increase in gain, or investigating the local exchange. Left rude kurt message on my message answer machine, declaring I was getting best service options in my area. Now being rural, was the issue.
I got a MAC code in April and assessed ALL options, making it very very clear I was leaving after 5 years!
On May 2 2015, it was agreed I would leave Plusnet without consquence on 19th May 2015. My unused services would be refunded. As agreed by CEO office and Excecutive Relations.
However, as of 2 May 2015, Plusnet issued me with bill for £86 early termination, as well as £30 charge. As Plusnet had finally removed international calling, I had repeatedly requested it removed from my plan since September of year before! I was told to do this online, but that would modify my plan, in adverse way. So, when they removed international calling, they set my account up on new 12 mth telephone contract!
I rasied incidents and asked why? Was ignored, but payment continually demanded. Chat refused to action anything... I was asked repeatedly to call.
Then 13th May (6 days before switchover), All broadband services ceased at 21:30hrs? My hubby tried to contact CS, no answer in phone queue for 34mins.
When contacted Plusnet revealed the provider tag was removed and there was nothing to do but refund my monthly payment taken from my bank 11th May 2015.... Now Aug 2015 and still no refund. Also, until new provider tag was fitted I was without Broadband, so was unable to pay my employee online, couldn't use Netflix, Amazon or SkyNow or any digital service? And importantly unable to order prescriptions, medications or groceries.
I did raise issues with OFCOM, whom devolved the Plusnet responsibility to myself and allowed 5 days for them to contact me. They FAILED, Then again until I was referred to CISAS.
I supplied evidence and my version, Plusnet Provided theirs... The adjudication ruled in my favour and Awarded £150.00 plus refund of payment from 20th May to 1st June at rate £1.03.
PLUSNET FAILED THEIR DUTY OF CARE. Calls made by my carers, were ignored as PLUSNET insisted I verbally give approval to discuss my account with carers or husband!
The cheque arrived early Aug as instructed by Adjudictor.
However, the 13th - 20th May is still outstsanding and will be filing online with HMCS, against Plusnet. As well as publicly making recordings of calls to and from Plusnet available.
Plusnet runs on oldest tech available to provide service, it cannot compare to newer services, and depsite overseas callcentres, chat options are available with my New provider.
The problems Plusnet have, are ignored repeatedly.
Only wish we did have to use stars to rate, as Plusnet deserve none.
Reviewer
Bob
Location
Herts
Date
29/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Misled by Price Rises and Cancellation Option
I have been a customer of Plusnet for less than a year.
I received an email from them informing me that the line rental costs would be going up in September, but they offered me the option to leave early without incurring early termination fees.
I exercised my option to leave and all seemed fine until a few weeks later, I received an email informing me that my line rental, which was paid up front would not be refunded.
I was surprised by this because the tone of their email to me suggested that I could leave penalty free as a result of their price rises. The Plusnet call centre agent went through the costs of leaving early and then went on to say that I would not be liable for the cost as I was leaving because of the price rise. He did not mention the line rental and I can see why now - Plusnet clearly wanted to use it as a stealth penalty for leaving early.
Very disappointed with this company, which claims to have great customer service. It turns out that they hide behind their T&Cs and do not give you the whole picture.
I will not be letting my friends, colleagues and family know what this company have done and I will not be using them again.
I feel cheated and used.
Reviewer
Sarah
Location
London
Date
29/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't ever make the mistake of going Plusnet. It has the worst broadband. The connection cuts off multiple times in the day (actually uncountable), the download speed is poor, customer service is poor. I've ended up paying more for my 4g phone data plan because of the poor service. Even with an extention there's no amplified signal. Heck the extention (even though connected) has never worked.
They're going backwards-Sometimes it feels like dial up days fiddling with wires to get a connection, waiting forever to get something.
If you're considering it best advice don't.
Reviewer
Mollym
Location
Warrington
Date
28/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Avoid like the plague. Kept on hold for average of 30 mins for every call. Three engineer visits booked but failed to turn up. When you ring to check that engineer is on his way your told they can not check until 6pm. When it gets to 6 pm they tell you they will contact open reach to find out why it was a no show. Next thing call from an Indian call centre to book yet another appointment and the cycle starts again! No one takes ownership and the complaint procedure is laughable.
Reviewer
Steven
Location
Middleton
Date
28/08/2015
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Left a bad review previously but it was actually down to the by engineer not letting me know had connected my fibre and didn't need to call round.. Saying that the first advisor I spoke to was rude and uninterested but the second advisor was brilliant.. The speed and reliability of the broadband so far is excellent so I would recommend as value for money as it's by far the cheapest deal around. Just hope you get lucky with the advisor if you need to contact them.
Reviewer
Tracey Reed
Location
Swansea
Date
28/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
PlusNet's customer service is quite simply one of the worst I have had the misfortune to encounter.
Our internet drops constantly. They tested this and needed to send an engineer. They can only give appointments for blocks of time so 8:00-13:00 or 13:00-18:00. We booked an appointment and the engineer never turned up. They did say that if we weren't there and the engineer missed us they would charge us £50, however, the arrangement isn't reciprocated. PlusNet then said somebody would contact us within 48 hours. I suspect that they aren't working on the same 24 hour clock that the rest of us are working on because 4 days later and still we wait and still we have service that is not fit for purpose.
When you ring up you have to make sure you have an hour as you just hang on the phone for ages.
They are cheap but you pay for what you get and they are appalling. Seriously don't go with PlusNet. Pay a little more and get a quality provider.
Reviewer
Steven Middleton
Location
Worksop
Date
27/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
How do Plusnet get the good reviews!??? Waited 3weeks for fibre installing, then a no-show on the day, no call, no email. Waited 27 mins for customer service to answer to rearrange a day to be told by a rude adviser who sounded like he really didn't want to be there, that I needed to speak to "support" and its a 60min wait time. Wow great start, come back bt all is forgiven
Reviewer
Gavin
Location
Newport
Date
27/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
The service I have received from Plusnet has been a complete joke up to this point. I have been been waiting for 2 and a half months for them to fit the phone line and/or confirm a date for it (although the money for this was taken up front).
The customer service advisors I have dealt with up to this point have yet to provide any guidance or help on the matter. If I could offer no stars I would. Avoid this company at all costs
Reviewer
Ahmed
Location
Ilford
Date
26/08/2015
Comments:
No stars from me. 1 month in and already regretting joining plus net should have read the reviews. Can't wait till 11 months is over so I can dump this rubbish company. My advice stay CLEAR .
Reviewer
Tim
Location
West Sussex
Date
26/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
All the time your service is working Plusnet are great but once I tried to upgrade to FTTP the problems started. I've been waiting for 3 months now and nothing works the Customer Service reps never call back and when calling them expect an hour wait before your call is answered, then follow that up with the standard response that there aren't any managers you can speak to - Plusnet couldn't give a damn once they have you on a contract, my advice is to stay well clear!
Reviewer
Brendan
Location
Edinburgh
Date
26/08/2015
Comments:
Don't fall for the friendly Plusnet gumph, read the reviews. All Plusnet are interested in is your money .. I'm now signed up to Sky, which probably goes some way to explain their attitude. Gone downhill over the past few years, perhaps something to do with their takeover by BT, who knows?
Reviewer
Muhammad khan
Location
Wolverhampton
Date
26/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AWFUL! customer service they will put you on phone for 1 hour to hold then asking u same questions again! Disgusting
Reviewer
Pelayo
Location
Moffat, Dumfriesshire
Date
26/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
My area offers a maximum of 8 mbps, so I have been content with Plusnet's 6 mbps. For the past few weeks my speed has been a constant 0.94mbps for no accountable reason. A lengthy phone call resulted in a line check which was deemed OK. A second lengthy wait gave the promise of a "line re-set" which would "take a few days to settle down." A brush-off if ever there was one.
A travesty, the claims that Yorkshire lout makes on TV!
Reviewer
Dan
Location
Weston Super Mare
Date
26/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with plusnet for 3 years, the first two were fine.
The last year has been god awful.
Internet gone down 4 times, for long stretches. Woeful customer service, average wait times of 30 mins at any time of the day. Something has happened to the company in the last year, before I would recommend them now I would warn anyone against signing up. terrible terrible experience this last year.
Reviewer
Schof
Location
Exeter
Date
25/08/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Despite not downloading any films or large documents we are constantly running out of our "allowance" despite the claim on the TV that its unlimited.
Tried to get in touch to complain, the wait for an operative is 15minutes - abismal
Reviewer
Helen Roberts
Location
Preston
Date
25/08/2015
Ratings
Satisfaction
1.00 stars
Comments:
Awful experience . Business package , two weeks without Internet ( destroying, as we are an internet based company) 4 engineers didn't turn up. Complete nightmare. Was give a six pound refund. What an insult after all the cock ups and over £5000 lost revenue . No apology - appalling , disgusting - don't touch.
Reviewer
GV
Location
Surrey
Date
25/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Plusnet has one of the worst customer service in UK: loong waiting, no email communication, no postal. Whilst it provides an average service at a good price. So if you never ever need to call them (or if you have hours to spend on the phone), it is fine.
Reviewer
Grant Howkins
Location
Leicester
Date
25/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Waiting 45 minutes to get through to their customer service. Is this for real!
Reviewer
Martyn
Location
Tewkesbury
Date
24/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just straight up rubbish simple as that
No net for a week now since they "fixed" the problem on our line, not able to book me an engineer. Lied to us, spent over 5 hours on hold since last Thursday. Useless
Reviewer
Alan
Location
Southampton
Date
22/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Disaster from start to finish. Automatic order processing didn't process the order. When chased to find out what was happening (very long wait on all call times), was advised that order hadn't been placed but could be done manually after another two week wait. On appointed day when nothing happened and engineer hadn't turned up- another series of hanging on the phone chasing. This time advised order had been rejected - but notification to me. As a result lost my existing line and broadband. Sky subsequently resurrected my line and broadband for me. Wouldn't recommend Plusnet to my worst enemy
Reviewer
Brian
Location
Twickenham
Date
22/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I am most disappointed – long waits for downloads???
Promised finer within the year? No sign? Service has been poor over the last month in particular.
when calling lengthy waiting time on premium rates - I would like out for such poor service. Maybe they can offer better - but its not good! Could do better/
Reviewer
John
Location
Glasgow
Date
22/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Recently tried to switch from BT, and was told everything would be switched over around 2 weeks later. 2 weeks later I had heard nothing, so I gave them a call. The phone line was then activated fairly quickly, but following this I was fed constant lies about when the broadband would become active. It is now approaching 4 weeks since the initial order and the broadband is still not active. I just keep getting told that their suppliers have problems etc etc. One of the worst companies I have ever dealt with, avoid.
Reviewer
Crystal
Location
Huddersfield
Date
21/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After 12 months nothing but constant drop outs and disconnects. I worked out the Modem/Router they supplied was faulty. I have contacted support 4 times in the past 12 months and every time they refused to swap it saying no fault found. In the end I purchased a NetGear Router myself and surprise surprise it fixed all my problems. So as my contract is up im moving back to Sky where i was getting 13 Meg not 10-8 Meg i got from Plusnet.
Reviewer
Antony
Location
Redhill
Date
20/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
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
Reviewer
S Hale
Location
Oxford
Date
20/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling experience. Left without broadband for 2 weeks after the engineer cancelled last minute. Then lost my old phone number from my old house as they failed to follow procedure. Nightmare experience. Sales team tells you all sorts but delivers none of it.
Reviewer
brian
Location
llanelli
Date
19/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worst internet provider , had at least 30 dropped connections a day , complained they then slowed my broadband speed to 186kbps by changing settings , now when i complain about speed they ignore me . my advice go elsewhere
Reviewer
Claire
Location
London
Date
19/08/2015
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Called to esolve an issue. A lkong waiting time of 15 minutes, but once sorted really helpful and kind staff.
Reviewer
colin H_M
Location
cullompton
Date
19/08/2015
Comments:
Affter being missold a package by another provider I thought I would give plusnet a try. The salesman was very polite, and I was given a go live date of 10 august 2015. Having not heard from plusnet by 11 august I telephoned plusnet, the person I spoke to informed me that I could use my previous providers router with plusnet, he then checked and informed me that the plusnet router had not been sent to me (this one day after my go live date). I then thought "if this is the level of service I receive before I get on line what would it be like if I proceed with plusnet? I cancelled my order with immediate effect. In spite of the flash advertisement concerning customer service I expierenced zero customer sevice and was relieved to be shot of them.
Reviewer
mc
Location
north london
Date
19/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
plusnet are probabily the worst internet provider in london , or the world
their customer support is almost nonexistant
Reviewer
Hoult
Location
Glasgow
Date
18/08/2015
Ratings
Customer Service
3.00 stars
Comments:
NIGHTMARE. My money had been taken away for nothing. I ordered a broadband from them, but since I don't have an existing line in my new place, I have to pay for line rental as well. However, they activated the line one month before the internet could go active, and charged me for a month line rental, which was basically useless since internet was not yet active. I asked for refund, but not a single duck is given! AVOID THIS COMPANY.
Reviewer
thelion
Location
london
Date
18/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
An awful service that has not performed as advertised since it was installed. 36 Mbps package has never got above 11 Mbps and I have spent days with an average speed of 3 Mbps.
DO NOT BUY FROM THIS BROADBAND PROVIDER!
Reviewer
M Wespieser
Location
Windsor
Date
18/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
On 12/3/15 I got email from PlusNet inviting me to pay 12months advance rental £155.88. I paid. On 2/7/15 I got email inviting me to pay 12months advance from 2/9 for £185.88. I have left PlusNet as my 12 months equals 6 months to them! Watch your emails! Looking back, I found they had done this before and I had paid without checking.
Reviewer
LYNDA
Location
PAISLEY
Date
17/08/2015
Comments:
Absolute rubbish. I left Sky thinking Plusnet would be cheaper. They ended up being really expensive and on numerous occasions my internet would just stop working, funnily enough around about 12.30pm on a Sunday night. They must think we're all in bed by midnight on a Sunday :) Their award winning customer service is useless as it only opens at 7.30am and you can't email them if you have no internet! Once you get an advisor on the phone. They talk you through all the steps that you already know to get the router working, but at a very slow pace so the call costs you more. I've now went back to sky, at least their internet connection was reliable. I just laugh at the Plusnet adverts on TV as it's a load of lies and nonsense.
Reviewer
John
Location
Rhondda
Date
16/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Been with plusnet for a couple of months and its been terrible, internet keeps stopping, slow speeds when it does work. Contacting customer service takes at least a hour to get an answer, paying for upto 38mb fibre and its a waste of time and money.
Reviewer
David
Location
Southall
Date
14/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having applied online to Plusnet Broadband, and waited for an engineer on the three allocated days with no appearance. I decided to call their sales team to secure an installation date from an actual person.
I was assured by Hannah, who was most apologetic, and assured me that my order was confirmed.
Today I called and spoke to Russel Swift from the sales team to ensure the engineer was due over the next three days, only to be told they had no order with my my user name, password, post code or name.
I asked to speak to a manager but apparently they were all busy, probably dealing with potential customers
complaining.
I have waited 30 days for my broadband to be installed with Plusnet, and after spending another 30 minutes tonight waiting to speak to anyone at Plusnet to give me an explanation or apology, I have decided your customer service claim is a joke.
Another potential customer gone. X
Reviewer
John M
Location
near Sheffield
Date
14/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Dreadful service. The only way of contacting them is by phone. I waited nearly an hour yesterday to report the fact that for a second time the engineer hadn't turned to to set up fibre broadband.
The online help desk are unable to do a single thing in such circumstances.
The order had been lost again. So i'm still waiting. No idea when it will happen.
Reviewer
mel
Location
Newcastle
Date
14/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Comments:
Iv been with few provider and never had any problems at all but these(plusnet ) are something els placed order paid money only for to get a e mail next day that my account was put on hold until i pay i rang up and they said they had no money from me and i had to pay over phone are prove it though a bank statement if the money has gone and then they would sort my order out, at this point i rang bank to confirm money had left then rang plusnet to cancel order and get money back as if this was a day in i didnt want to risk a long term contract after 20min i got though to be pasted to someone which i then had to wait another 30min im not sure weather they actually were capable enough to cancel my order properly time will tell i guess but il not be trying with them again just the wait to get though to them alone is a joke
Reviewer
Steve
Location
Bexhill
Date
13/08/2015
Comments:
Had high hopes but I can't wait for my 12 month contract to end so I can swap. Speed is soooo slow and forget trying to watch a film without the annoying circle appearing!
I hate to say this but the broadband from Talk Talk ( who I swapped from) was better!
Reviewer
colin
Location
cumbria
Date
11/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer service ever, you wait over 30 mins to speak to someone and then they just tell you to ring another dept , engineer didn't turn up twice to install socket and then they charged me for a phone line i couldn't use! JUST AVOID, AVOID AVOID!
Reviewer
C Masnell
Location
Wales
Date
11/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst ISP ever my internet has not worked for over a year and minusnet will not sort the problems. The customer service is useless. The high level support don't care. AVOID this company at all costs and it may save you a fortune.
Reviewer
Richard
Location
Heathfield
Date
11/08/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
The installation was faultless. However, if you want to up grade your package or downgrade. You have to wait a full month before the change happens. There is a 30 min time limit on included international calls. If you go over this you get heavily charged for the call. The broadband speed is good however the signal isn't as reliable as it could be. When watching films you can tell that the bandwidth is being restricted as films don't play as well as at other times. The cost was ok as I paid in advanced. But I'm not sure if I stick with them.
Reviewer
Johnnie M
Location
Banbridge
Date
09/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Buyer BEWARE, stay away from this IPS company. Plus-Net was an absolute nightmare from the start. If you want really terrible internet service subscribe, I dare you. They'll do you proud by providing a terrible service right form the start. I moved from BT where the service was fine and right from the begining Plus-Net was awful. Engineer's didn't turn up twice, the wait time on fault phone calls lasted at worst, 50 mins. I did eventually achieve a down load speed of O.45mbps. The final straw was them being really sly about leaving and about when the 14 day cancellation period started and tried to charge £200 odd pounds for early termination.
Worst experience i have ever had. I wish them every misfortune that comes there way.
Went to SKY they were the complete opposite and cheaper!!!
Thanks for four weeks of complete hell, you didn't do me proud. Wasters the lot of them.
Reviewer
Brian
Location
Hertfordshire
Date
09/08/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Loss of broadband daily. Suspect it's the router that Plusnet supplies.
Broadband speed was as advertised - so no grumbles, there.
When I cancelled, the guy I spoke with was dismissive and snotty.
Absolutely NO CHANCE of me going back to Plusnet, and don't recommend them.
Reviewer
Steve Briggs
Location
Macclesfield
Date
09/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet are absolutely awful in terms of there service provision and customer service. Our boradband dropped from 1.3 meg to 0.4 meg and has become more unreliable at the seem time. Any contact with customer services has been dreadful. All of their responses are designed to delay and put you off. We have waited over an hour on a number of occasions just for them to answer our call and then any promised actions do not work, but you are told to wait 72 hrs for "things to settle down"!!! We have been very patient and tried to keep to the process but it has just led to increasing frustration because they do not care about customers. I would strongly recommend that you DO NOT sign up with Plusnet based on my experience.
Reviewer
James P
Location
West Midlands
Date
06/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
When plus net is up and running it is reliable internet. However I have had a multitude of issues with them. I paid for fibre optic broadband and after 6 weeks the correct wall connection was installed. For a week I had wonderful fibre optic. The service then cut off. Plus net then told me fibre optic was unavailable in my area. I assured them it was and I had been using it, but they told me I was incorrect and then said I would have to have normal Internet. This then took an additional six weeks to be set up. The problem (told to me by the open reach man) was that I had been connected for fibre optic and so the wires had to be moved about on the street box back to normal broadband. So I could have had fibre optic all along. But I gave up on that in want of an easier life.
Months later I am moving house. I called to move the address and spent one whole hour on hold to speak to an advisor. When I got through I was told the associates who can help you move address only work until 8pm and there was nothing they could do. So I now have to call and be on hold another hour to move address. I am not exaggerating on hold times. They have the worst customer service I have ever experienced for broadband. I completely regret leaving EE. Don't go with them unless you know you won't be moving or requiring support with your broadband in any way at all!
Reviewer
jack moare
Location
UK north somerset
Date
06/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hi,
I have had plusnet for A long time I Put up with it for a while 2 years but I thought I might review it again after 2 years so hear goes:
I have been receiving 2 mbps out of a predicted 20 mbps
the service often goes out and crashes due to packet issues.
the service fluctuates which seams not bad but I game as a hobby and getting 0.83 mbps that hops to 19.00Mbps at the top service?
And I have no reply for 3 months or longer phone call then 5 mins
I loved it for the first month then The server crashed thats where it all began.
I use to be a big fan of plusnet But I think it's time to switch.
TENSULP-- Yes folks, we're going backwards!
help me.
Reviewer
L Miller
Location
Exmouth
Date
02/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID, AVOID, AVOID. A sub-division of BT and a truly appalling company. They were recommended by Which, so I took out broadband and phone package with them. Outrageously high rates for international calls – £43 plus VAT for an hour long off-peak phone call to France. Staggering. Customer service rude and offhand when I phoned to complain about disproportionate charge; tried to complain online and it is so fully automated you just reach a dead end; then they send you a customer satisfaction email asking how well they handled your complaint. About to lodge a complaint with Ofcom and also write to Which who really should not be recommending them. In addition, the broadband is extremely slow a lot of the time – slower than old style dial-up.
Reviewer
Rich Richards
Location
UK
Date
01/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful! unreliable service. terrible customer service. spent hours and hours on the trying to get in touch with support. When finally succeeded, received very poor service. had to spend several days at home from work for technicians visits that did not solve the problems. tried to cancel service and switch to a more reliable provider. Had to spend hour on the phone to make it happen and received rude and unreliable service throughout. Stay away from Plusnet!!!
Reviewer
Hilde
Location
London
Date
01/08/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Me leaving a review says something as I usually don't bother with leaving reviews if I was slightly unsatisfied. However, Plusnet has been so incredibly awful that I just had to give my two cents. I booked plus net as I heard some good things about them. They charge a £50 installation but claim £50 cash back so thought that would be taken off straight away. My total bill was £75 and when I paid I waited for an email about the cash back. No email, so I called them. Was put on hold for about 1.5 hours to eventually speak to someone that couldn't handle me being slightly annoyed about my experience so far. He was quite rude but did cancel my subscription in the end as I had enough at that point. He guaranteed that I would not be charged for the £75. 2 days later, £75 came out of my account. I called them again, again put on hold for nearly an hour. The guy that answered didn't even give me a chance to say anything, was extremely rude from the start, interrupted me,... It's obvious that he had been complained at by other customers all morning, but I hadn't even complained about anything, I just asked about my charge. People like that should not be put on customer service. I wish I could make a complaint about just the guy individually but I don't want to be put on hold for another hour. Worst company ever!!!! Ended up going with Sky, as they seem way more reliable. Moving house is already so stressful, i really don't need a bunch of rude guys making it hard to just get broadband connected. Awful.
Reviewer
suzanne
Location
redruth
Date
29/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
plusnet dont even deserve single stars. service from start to finish was dreadful. keep me waiting 3 months to set up broadband and phone with countless excuses. broadband speed was never over 2mb. countless months of incorrect billing. and never keeping me informed of progress of problems. and if they didbother it was a feeble text even after being reassured i could speak to a person!! No matter what day or time you called the wait time was always 15minutes!!! So glad when contract ended. however getting refunded money owed to me was just as stressful. I Will never recommend them to anyone! They do not deserve their 'Which'award for customer service.
Reviewer
TC
Location
Bury St Edmunds
Date
28/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Sadly, i have to write a damming review of Plusnet for their home broadband service and quality.
You could not make it up as to the poor servcie levels i have experienced and are still experiencing.
After nearly 2 weeks of a disrupted service I am no further forward.
Just finding their customer service telephone number (when you've not got an internet connection) is a massive headache.
I had to personally wait over an hour to get through and they apologised saying they are trying to recruit more staff !
My wife waited in for 6 hopurs and their Engineers did not even turn up.
After tryign the live chat for 45 minutes i still made no progress, other than we'll call you.
So i am left with no internet and no answers from Plusnet as to when they will fix the problem.
As soon as i am out of this contract i shall change provider, even if it costs me more money per month.
Plusnet are simply very poor, especially when things go wrong.
Reviewer
Tony
Location
Highlands
Date
28/07/2015
Comments:
All was well till I moved home. Line faults and road needs dug up, the fault of BT of course! Blackmailed into accepting callout charges, failure to communicate, promises re billing broken and the refusal to address the issues have left me wishing I'd never dealt with Plusnet. Plusnet blame BT, yet BT own Plusnet! It's not the speed of fixing the fault that upsets me, it's the lies & the lack of communication. Apparently Plusnet customer complaints department is offline so I can't even speak to them. I have lost all faith in what used to be a good company to deal with.
Reviewer
bernadette
Location
eastbourne
Date
25/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Many talks re. internet dropping --sometimes 6+ times a day --never resolved---they just want to send someone out for a hefty fee.Can't wait to leave them
Reviewer
Karen smith
Location
Perthshire
Date
24/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My 75 year old mother was in hospital for 14 weeks. When she came out her plusnet phone had been cut off. Her community alarm is linked to her phone line so it needed to be reconnected urgently. I phoned plusnet 3 times and was kept on hold for between 25 and 45 mins each time before I spoke to an advisor. It took 3 calls to finally get the phone reconnected. We thought everything was okay until 4 days later we tried the Internet and found it had been blocked. It took another 2 calls with long holds each time and after another 2 hours we finally got the Internet reconnected. This was apalling customer service to a 75 year old terminally ill woman. Plusnet you should be ashamed!!
Reviewer
Karen Smith
Location
Perthshire
Date
24/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My 75 year old terminally ill mother had the misfortune to have plusnet. She was in hospital for 3 and a half months and her phone and broadband was cut off due to non payment. We contacted them 3 times the first day she came out of hospital to reinstate her service. Each call took over 25 minutes. We made a payment and the block was lifted off the phone. Her community help alarm uses the phone line so it literally be life or death to her. 4 days later we logged onto her Internet and found that was still blocked it took 2 more 30 min phone calls and another payment (in advance) to lift that block. Throughout the phone calls the phones were not answered for between 25 and 45 minutes. The staff were rude and unhelpful (especially Megan McKay) were was particularly unhelpful and inflexible. My mum wanted to cancel the contract with them and was told it would be £226.59! Disgusting!!
Reviewer
Ed
Location
London
Date
24/07/2015
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Have been using them (fibre) for almost a year now. Actual speed not exactly what they originally promised but still satisfactory (around 35 MBPS download) and it has been reasonably constant throughout the period
Reviewer
Justin
Location
London
Date
24/07/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Sales pitch was all promises but sadly no trousers. Minimum calls service time of 30 minutes on hold , no call back option and then frankly inept levels pf help when you do get through.go sky.
Reviewer
Craig
Location
Birmingham
Date
24/07/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Customer service is diabolical. It's easier to get blood out of a stone than to get to talk to someone who can help with any issues. It's like if you have any problems, you are on your own. The 'instant online chat' where the say they will be with you shortly, I was put in a queue of 13. An hour later, still no contact, so I refreshed the chat. Then I was in a queue of 21. When I had no broadband for nearly a whole day on seperate occasions, they wernt apologetic, I still had to pay full whack for a service I wasnt getting, and when I cancelled my DD, i ended paying more
Reviewer
Sharon Washington
Location
Cheddington
Date
23/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am having to use my sisters computer to lodge this review as I have been without internet access for 3 weeks now! I only joined Plusnet in June and I am not impressed. Some of the excuses I have been told is that the fault would be repaired by Monday! Monday came and went twice and still no broadband! Its an outreach problem and out of Plusnets hands! Each time I call, I am on the phone for 30 minutes or more and life is just too short so I have cancelled my direct debit and they can get in touch with me now.
Cheddington
LU7 0RN
Reviewer
Jubaer
Location
East London
Date
23/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
BY FAR THE WORST PROVIDER AND CUSTOMER SERVICE I CAME ACROSS!!
They are always trying to make it look like it's your fault. Engineer came to my house but didn't even install the required fibre socket.
They are telling me I could do this myself. Apparently I don't need an engineer to install it yet I was charged over £50 for the engineer ( Apparently he did some work outside the house in the cabinet) didn't even come to my house to install anything.
Spoke to them about 10 times in a month, they give me different advise everytime.
I'm just cancelling my service with them now.
I WOULDN'T RECOMMEND FOR ANYONE TO GO WITH PLUSNET.
They will NOT do you proud!
Reviewer
Ed
Location
London
Date
23/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am typing this in my iPhone as the pliant connection has gone down again. I regret having signed with plusnet. I signed for up to 38MB. Service is often below 6MB. Even when it is in the 30MB range - rare but possible - the latency means it can take 10 seconds to load a webpage. It takes around 30 mins to get through to their customer service, they don't accept notification by email, and the customer service is terrible. At various points they tried to make me call them whenever the connection was slow so they could verify that (ridiculous given it takes c30 mins to get through), refused to do anything to sort their installation and equipment until I could find a PC with Ethernet to plug in (use Mac which doesn't have one). Over ten calls, repeated attempts to escalate and three months of low speed frequently dropping connection later, they refused to let me terminate for their breach of contract and said they would make me pay for the remainder of the year, because they hadn't been given a chance to rectify the fault. I'm about to escalate to offcom. Connection remains terrible, I have wasted 20 hours trying to sort out the connection, and no end in sight. Stay away from plusnet - I'm prepared to and may have to litigate to get out of this. Don't fall into a similar trap!
Reviewer
Roland
Location
Woking
Date
21/07/2015
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
The wait times for support are always at least 15 to 30 minutes. Totally unacceptable. Router is as basic as you can get with limited range.
Reviewer
Geoff Walsh
Location
Henley-on-Thames
Date
20/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Totally crap - even emails to the CEO do not get acknowledged. I have ditched them and became a customer of super efficient BT Infinity today. The Plusnet TV ad is a total con. My bill has gone up three times without me being told
Reviewer
David sanders
Location
South wales
Date
20/07/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Recently broadband speed has dropped.technical not interested just giving excuses.wanted £46.00 for new router as current one was dropping out on uploads
Reviewer
PETRA pekova
Location
Bath
Date
20/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Been with plusnet on and off since the golden years of dial up. Since bt took them over the service has gone downhill. Never again
Reviewer
Nigel
Location
London
Date
18/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Signed up for phone & broadband after mooving from talk talk as comparison site said was cheaper. BIG mistake. Talk talk has unlimited minutes and plus net do not. Charge a fortune if you go over you limit. Was offered 100 amazon vouchers when joining. Never came and just spent 20 minutes on hold to be told they would get back to me.
Reviewer
Ann Crutwell
Location
Dorset
Date
17/07/2015
Ratings
Satisfaction
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Does what it says on the can. I am an IT professional and this is the supplier of choice for most of my colleagues. Why? Well everything can go wrong and it is how you put it right that matters.
Reviewer
petethebike
Location
exeter
Date
16/07/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Been with Plusnet for 3 years, getting it FREE for 12 months after an easy haggle at renewal! Customer service is the best, any problem been resolved quickly, can't fault this company. Is there another Plusnet that's getting these bad reviews, because my experience could not be better.
Reviewer
Sarah
Location
Hampshire
Date
15/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
I signed up to Plusnet a month ago. They screwed up the landline transfer with BT unplugging my line from th cabinet a week prior to handover. The broadband went ok once I got BT to plug the line back in. Now Plusnet have sent me an email about my first direct debit - charging me twice for landline. Apparently they can't correct it until it's gone through... yeah, right. Will I ever get my money back?! I would NOT recommend this company, they are about as efficient as their parent company BT.
Reviewer
Paul L
Location
Dumfries
Date
12/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful. Following a house move and cancellation I was bombarded with emails and calls regarding my now cancelled direct debit despite having been informed that nothing was owing on the account. I was then sold or rather missold an all inclusive package but had to commit to a two year contract. The landline qas installed fine, broadband a week late, both my wife and I work from home, no apology no compensation. Prices have continued to rise despite being sold a 'won't change' package, was advised that if exchange upgraded then we would automatically be upgraded too - this did not happen. Received an email advising of changes in charges and able to terminate with no fees, did this today only to receive email advising of termination charge - unbelievable, but no surprise. Surely this has to be THE WORST provider out there
Reviewer
Haroon
Location
East london
Date
11/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been a customer of plus net for 3 and a half years now. Every year there seems to have been some form of issue. Ok, i understand problems can occur and no provider is excellent! but how much do you tolerate? is the question.
1st year: Absolutely fine, tremendous speeds, overall good experience.
2nd year: Things are starting to get a little bad now. Loss of connection, red lights constantly on the router over a period of time. I ring customer service up, the bloke who then tells me to open up the telephone socket and make sure wiring is intact. Absoutely SHOCKING!.. For starters how do you know i'm somebody that's even able to do such a task? (luckily for him, i run my own maintenance business, so i do have know how) but that's beside the point.
Moving on!
I get told to do all the basic tasks, switch on and off, make sure cable's aren't unplugged and etc. I then persuade him to send out an engineer. Engineer finally turns up after 5-days and in the mean time i get a lovely email from plus net, telling me if the fault is within my telephone line, inside my home, i will be charge £56+ VAT for a call out. Very upsetting if you ask me!
Engineer now arrives (a complete noob!) His interests are only to why i have more than 1 master telephone socket in my home and this is the reason to why i'm having problems. I then briefly explained to him, we've had broadband in our home for the last 11-12 years, we've never had such an issue with the sockets, and i don't believe these are causing the problem, we operated a small home business a long time ago, that's there reason for being there.
At this stage he refused to check any further, unless i allowed him to disconnect every telephone socket and leave only 1! very very poor workmanship from somebody who classes himself as a BT engineer!
Upon doing whatever checks necessary, he then realised the router itself was faulty! After ruining all my sockets in the home. Replaced the router and also tried to give me some cobblers by telling me he did a "line reset" which was required to fix a fault also.
3rd year: Nothing but connection problems, smart TV is constantly buffering for connection, I phones are loosing wifi signal, cannot watch a 2min vid clip of youtube without it buffering, yet again!
i check there website for Service status and see a maintenance list come up of all the area's effect. My town (East of lon) wasn't even in the list and yet i was suffering tremendously! few day's later i'm now getting an email of PRICE INCREASES! lol! what a joke!
The speed plus net claim to give you is never even close when you do a broadband speed check. There suggested speed is calculated over a monday morning 9am schedule. Not busy periods
So people this is my story, for those searching for a broadband service i strongly recommend you look elsewhere and think twice!
Reviewer
Paul
Location
South Bristol
Date
09/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We've had issues with PlusNet for over three long years. The contract came up for renewal and after many discussions with PlusNet I told them I would not renew unless they could promise they would sort out my problems. Reassured things would be fixed I stupidly renewed for another two years. Our telephone line crackles so badly we use our mobiles and the broadband drops off. Usually after it's been raining. Eventually a few weeks ago an engineer was sent out. I knew our line from the telephone pole is fine as an engineer working on the one outside our home was working on it, and he checked for me. We told customer services we didn't want to be charged for him coming out, and kicked up a fuss about it.The engineer said there was no fault on the line and changed the telephone socket which was very old. He informed my wife the problem was fixed. A week later PlusNet texted me and told me that after monitoring the line and connection that there was a fault and they would send out another engineer. When they contacted me, again by text they said an engineer would be visiting when nobody would be home, so I rang PlusNet to reschedule. Customer services said there was no problem with the line. 'Really?' I queried. The telephone line is now buzzing and the broadband is dropping off either after one, eight or twenty minutes usage. I was given online a colourful chart showing my broadband was working, curiously though I was logging on and off at several minute intervals. I told PlusNet this was where the broadband was dropping off and starting but they won't believe me. I've now kept a diary which they'll be receiving. They are in breach of contract as I'm paying for something I'm not receiving. I feel I'm locked into something and now PlusNet have my money they really do not care about their poor service.
Reviewer
John Barnard
Location
Bedford
Date
08/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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!...
Reviewer
Jonathan Brown
Location
York
Date
08/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Tried to move home and take Plus Net with me. Contacted them with plenty of notice and was told it'd be installed in new home just a week after I moved in. Ok, a bit longer than I'd hoped but fair enough. Then something went wrong - 'the order wasn't built correctly'. So there would be a delay from July 3 to July 7. Annoying, but ok. Had to call them for an unrelated issue so thought would check if was still on for 7th. Apparently not (not that they'd bothered to tell me). Would now be the 10th but they'd call back to confirm. no call. I contacted again on June 6 - he would look into it and get back to me - he didn't. I rang again on July 8 - now looking at July 17 for earliest. Again, only found this out because I rang. Asked how much it would be to contact - as I'd signed up to a new contract would be over £200 to cancel, even though they're not actually providing me with any service. A joke. Very tempted to cut my losses and pay the money the customer service has been that bad. Happy to provide you with my user name plus net if you want to leave a reply, though i'm sure i'll just get a generic, we're doing all we can message.
Reviewer
ozzy
Location
highbury
Date
07/07/2015
Comments:
terrible service .i do not thing they have a enough server to deal with their hostile selling method.their advert saying about customer service excellence??!!lie..you have to wait one hour to speak to someone on the phone and they are useless.i have a same fault over two weeks but no one cares.do not get contract with them.probably they will go bankrupt soon.their advert and reality is different.i do not think some one is checking them,DO NOT TAKE THEIR CONTRACT,BECAUSE YOU DO NOT GET WHAT YOU PAY FOR...
Reviewer
Christopher Croft
Location
TAMWORTH
Date
05/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am another one of the many customers who have not had my Internet connected yet, despite having signed up over 6 weeks ago. My service is still not connected and customer services have failed to contact me about this issue to resolve it. Currently out of pocket massively as I'm still using my mobile data at great expense. To sum up this company I'd have to say they are a complete bunch of scumbags who deserve to die of cancer, and all of their children too..... Just so there is not another generation to carry on this legalised robbery of our time and hard-earned cash. They are scum, and nobody has closed them yet. This robbery on a massive scale is still being allowed. Shame on you Ofcom for not addressing this and allowing us customers to be dragged through this ordeal.
Reviewer
eriko
Location
oxford
Date
05/07/2015
Ratings
Satisfaction
1.00 stars
Comments:
I SUCESSFULLY SUED PLUSNET/BT IN MY LOCAL COUNTY COURT !
In February 2014 I contacted PLUSNET to install a phone line & supply a modem & broadband at the new house I was moving to, I paid them £72.98, I received confirmation of my order (a contract ?)in the post the following day & 2 appointments were booked for a month later for the work to be done. I moved to my new house & waited, I took 11 hours off work unpaid to be at home for the BT Openreach engineers, but no one turned up, I tried to contact PLUSNET on my mobile several times only to be told I was in a queue & had to wait over 40 minutes, I also tried to contact them by using the local call box - again I was in a queue & would have to wait over 50 minutes. I wrote to PLUSNET to complain & demanded my £72.98 back plus my lost salary circa £400 including compensation for breach of contract & explicitly gave them 14 days to comply or I would take them to the small claims court, their response was to offer me a miserly £25 for my inconvenience & my money back if I formally asked for it, "HOW OUTRAGOUS!" So of course I made a claim through MYCOL the online small claims service, I offered mediation & waited for their response, NOTHING for approximately 12 months ! so a hearing date was set & surprise surprise I start to get phone calls & an offer in writing of £150 to settle this time from BT LEGAL. I now know that PLUSNET in their incompetence failed to book the 2 appointments with their parent company BT OPENREACH thus wasting my time & causing my financial loss. The case was heard on 03/07/2015, PLUSNET/BT didn't even bother to attend simply sending a letter, I had a very thorough, & severe but legally professional examination of my claim & my evidence by the justice (I'm not going to mention his name) my award was just shy of £300 & they have until the 25th of July to pay. I shall keep you informed. I would urge anyone who has issues with utility companies be it water/gas/electricity or telecoms to do as I did & use the small claims court – that is what it is there for ! At the time of writing this BT have 5 CCJ’s against them dating back to 2011 (& now 6 with mine) this company & its subsidiaries simply don’t care if they break civil law – it’s time we ALL complain & use the courts to get justice.
Eriko.
Reviewer
kums
Location
Huddersfield
Date
05/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Switched from Sky last year. with sky I had a 12meg connection, since switching I had 8-9 meg, as with others my connection was constantly dropping and had to reboot the Plusnet modem every time to rectify the issue. I have worked in IT for the last 15 years and spoke to PlusNet on numerous occasions and explained it is a problem with the Modem/router, every single time they did a line test and fobbed me off saying it was a wirless issue even thought i`m using wirless and RJ45 network cables from diffrent pcs. In the end i gave up with plus net support and dug out one of my old Routers a Netgear DGN2200 and since I replaced the Plusnet pile of ****, im getting 11.3 meg and no drop outs at all. Plusnet support are the worst I have had to deal with.
Reviewer
Andrew
Location
Hackney
Date
03/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't ever get plus net, completely trash, seriously. ending my contract asap,
The connection plays up so often, i'm more supprised if it runs smoothly.
Reviewer
Dave
Location
Lancs
Date
02/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely the worst customer service, broadband speed and reliability I have ever encountered. Avoid them like the plague!
Reviewer
charl
Location
manchester
Date
02/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
absolutely disgusting, we have been waiting since October to get connected it is now July and we have been paying them since October, they keep saying update next month think they are just messing us about taking our money
Reviewer
Mr Smith
Location
Rotherham
Date
02/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Until now I thought AOL was the worst broadband supplier but Plusnet beats them hands down.
Joined Plusnet in January 2015 and had nothing but problems noisy phone line and broadband connection problems, customer service is none existent, staff are argumentative and rude and tell you any old lies, the truth is Plusnet are rubbish and they known this for a fact, they will fob you off and try to make extra charges for reporting faults, I have caught them out lying so many time I have lost count, I cannot wait until my contract is up, I have already made two complaint to Ofcom and will be making a third today.
I advice to any one thinking of joining Plusnet is don’t and avoid Plusnet like the plague they will leave you in a world of anguish and woe.
Reviewer
Yaroslava
Location
Stafford
Date
02/07/2015
Comments:
The worst company. Twice messed up my order. One month without broadband . Customer service don't have a slightest clue what they are doing. Don't respond to questions,ignoring enquiries,cut you off during live chat. They don't deserve even one star. Plusnet did not make me proud !
Reviewer
tom
Location
bradford
Date
01/07/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
4 months into a 12 month contract and i wish i could get away from this dreadful company. Having had broadband service without problems for over 12 years i had a brain f**t on leaving Tesco because i listened to friends telling me how bad TalkTalk was do i wish now i had stayed oh yes i do. Whatever you do please please do not join this awful company and its complete lack of any service currently my 2 tablets are at the side of the router but cant see it yet can see many other routers up to 500 yards away!
Reviewer
Red Shep
Location
Cheshire
Date
30/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give negative stars I would. I ordered their unlimited fibre, got a date for the engineer to call. No engineer turned up as the order hadn't gone onto their system. Somehow. So they order it again. This time the engineer date is booked (another two weeks to wait). To cut a very long, angry, frustrating story short, they ended up suspending my order, cancelling my current subscription with my provider (without my permission) and now I'm in limbo without phone or broadband for at least 10 working days. Only sign up with Plusnet if you want an experience and disruption from hell.
Reviewer
Alex Smith
Location
Herefordshire
Date
29/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet are absolutely awful, constant drop outs and slow speeds. No help beyond "have you tried resetting the router?" from customer service. Will change internet service provider as soon as I can. Please, I urge anyone to stay away from them.
Reviewer
L A A
Location
Bradford
Date
29/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had been with Plusnet BBand for several years without issue but a few months ago speeds fell : often < 2Mbps and sometimes < 05Mbps. Took 27hours for my son to download a game! I bought a new router and recently had 2 engineer visits. Still no commitment (dates or actions)to fix my issue or offer ADSL2 despite competitors offering it from the same junction box. Going to test my luck with another provider - couldn't be any worse! Where is fibre optic - it's 2015 !!!
Reviewer
DebbieHB
Location
Surrey
Date
29/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
PLEASE BE AWARE:
I've given Plusnet over a year to resolve my issues- they still have not.
They have been given information from an engineer confirming there are hardware issues external to my house- despite this they persist in telling me I have "wifi issues".
Now they lie and tell me I have an outstanding balance - there is no outstanding bill on my account - and they cut my services. Within one week they send me a letter informing me that "as a result of the outstanding balance your account has been de-activated".
I'm sure this cannot be related to the complaint I logged with CISAS, surely?
I have told them I will pay this erroneous bill, under duress, if it existed. It does not exist and I cannot pay a bill that does not exist- there is no outstanding bill showing on my online account even though I have asked them twice to create such a bill and I will immediately pay.
It has been suggested to me that they just want to cancel my services with you rather than complete the necessary work on your own hardware, surely not.
It took emails to the CEO and a complaint to CISAS to even get them to engage with me.
I write this as a warning to others.
Reviewer
Kiasanderson
Location
Dunstable
Date
28/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We signed up to Plusnet at the beginning of May. It took until the 23rd June to actually be connected. Since being connected the broadband is awful, keeps dropping and having absolutely no connection at all. God help it if someone wants to use the laptop and someone else is on their internet on their phone!!
There customer service is absolutely ridiculous. No help what so ever and have been very rude. Are saying we have to pay a leaving fee even though we are still in the 14 days of receiving it.
KEEP AWAY FROM PLUSNET!!
Reviewer
Shar
Location
Birmingham
Date
28/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please do not use Plusnet for you internet service provider they are a disaster. All the reviews on their website are a fake. My connection has been dropping a million times in a day need to reset the modem several times and when you call them to fix it you have to wait on the phone for 45 minutes. Even after waiting they promise to call you back and never do and no one wants to take ownership. When I called them about the internet they were insisting on using an engineer and charging me £50 I had just changed broadband a day later from TalkTAlk and everything was fine. PLEASE PLEASE DO NOT BUY BROADBAND
Reviewer
Paul
Location
East Sussex
Date
25/06/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Further to my review on here on 20/06/15 Plusnet replied on 24/06/15 with the following:
"
As it stands we do not inform customers when there contracts are about to expire. However, we do from time to time send special offers via email. Unfortunately you are opted out of the special offers which we send out.
"
Reviewer
David Scott
Location
Biggin Hill, Kent
Date
25/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with PlusNet for a number of years. At best their service was indifferent and patchy but in the last two months it has dropped off a cliff. You have to wait ages for technical support which is no help at all and its hard to see how customer services could care less than they do. Then to add insult to injury, they want to charge you £30 to leave them. They are a shambles and an utter disgrace. My cat would provide a better service. Go with anybody else - these guys really are the bottom of the barrel.
Reviewer
Charmain Killoran
Location
Devon
Date
25/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had the same as another person giving a review. Bill went sky high, was told my contract had expired. I asked what offers there were if I renewed the contract. I was not happy with the offer and then was told they would throw in a 50.00 cashback. I was told by the lad renewing the contract that he would get the 50.00 sent off to me straight away. I never received any money back. Kept phoning, then told that it takes 60 days to get cash-back as this is done by another company. This was not mentioned when I renewed. I have had dozens of emails from Plusnet saying they had opened a question with regard to this problem.
I received an email from plusnet on 9th June 2015 saying the cheque would be with me within a week. I phoned on 17th June as I still had not received any cheque to be told they would open another question which would close on 24th June 2015. Today 25th June I phoned to say I still had not received the cheque only to be told an email with cheque details had been sent to the email address I was using with my previous provider????? They only took my previous provider email address at the initial phone call in 2014 when I wanted to change to Plusnet, and this was only because he said it would be a couple of weeks before Plusnet could connect me to their service and they wanted it in case they had to contact me prior to the change-over. Why would the cheque email go to an email address I havn't had for 15 months when they gave me a plusnet email address when I took the initial contract? And which they and I have been using since April 2014.
I am very dissatisfied with this company. I would not recommend them
Reviewer
C Jenkinson
Location
Wrexham
Date
25/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband speed has got slower and slower, now averages .69 download speed. But I cannot contact PlusNet - 30 min wait on phone, online chat not available and no possibility to email them. It is intolerable.
Reviewer
Joan K
Location
Devon
Date
23/06/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Great for the first few weeks then it's downhill all the way. Speed is dreadful and you can wait up to an hour to get through to customer services.
I am paying £16-99 a month just for broadband so it's not the cheapest supplier by a long chalk. They tell me it's because I am in a rural area and yet BT don't distinguish between rural and city, same price everywhere.
I should have stayed will narrow band. You live and learn.
Reviewer
claire
Location
Leeds
Date
22/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I set up with PlusNet after reading reviews online about how good they were, I had had issues with Sky and Virgin before and wanted a connection that would not be watered down by the popularity of a service provider in my area! so a good deal, especially with the price and for Fibre too..
From September to February, I had excellent broadband, no wireless issues, nothing! then bam! Connection kept dropping! keeps dropping, I cant view pictures online, see web pages, I have to re-start my internet again & again, reset the router over and over, just to get a web page up! Today, I've had to give up and move my office downstairs to the router and work from the flipping floor! just to get a more reliable connection and still!! with Ethernet cable attached to my Pc, the connection drops constantly! SORT THIS OUT!!! I've a business to run here!
Customer Service! Is a shambles, I've been fobbed of with excuse after excuse after excuse! I used to be a BT engineer, so the excuses were laughable to me, I've had to keep trying to set up a PPOPE connection direct from the BT modem to the PC! which hasn't fixed things at all! I am about to give them 14 days notice to fix my broadband or I'm taking my cash elsewhere and ripping their contract up for breach of service! DON'T go to Plus net! EVER!! Sky were better & Faster than this on old copper wires! that says a lot!
Reviewer
Simon
Location
Windsor
Date
22/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I recently (reluctantly) signed up for fibre broadband with Plusnet, having previously been a customer. Last time round I experienced long delays getting connected and was left for weeks without phone and broadband. No compensation was offered and I experienced extremely poor customer service. I thought I'd give them another chance but really wish I hadn't. I took a day off work to wait for an engineer to install the new service. However, despite their written confirmation, it transpired that my order had not been processed owing to a problem with their automated system. I only found this out when I contacted them online the evening before to double check the engineer was booked. (Also, my address on their system was incorrect but I was told they could not update it.) Again I was not offered any compensation for the inconvenience and time off work and again I experienced dire customer service. Eventually, I managed to get my initial costs refunded and my account cancelled having phoned them at my expense. My advice would be to avoid this company. They simply cannot handle it when things go wrong and their customer service is appalling. DO NOT BELIEVE THEIR ADVERTISING!
Reviewer
Paul
Location
East Sussex
Date
20/06/2015
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
I have been using Plusnet and have been a big supporter however I have been left with a bad taste recently after my bill went from £7.50 per month to £30 - £40 per month (prices differed each month).
I phoned customer services who informed me my contract had expired (part of the jump was to do with now paying phone line per month where previously we paid the phone line up front, the additional cost was because we were out of contract).
I said to the adviser that I haven't received any notifications informing me my contract has expired, he said that I had received one and then tried to get me to renew my contract. I checked all the emails including deleted emails and I couldn't see any informing me of the approaching expiration or confirming expiration or asking me to renew.
I then tried contacting them using the online chat where the adviser said they don't send 'end of contract' reminders it is down to individual users to know when their contract expires (conflicting information). I am so unimpressed they don't send simple notifications, it seems pretty obvious to me extra revenue is being made from unsuspecting customers instead of sending out simple renewal notifactions.
If they had just sent a simple automated email informing me my contract was ending do I wish to renew, I would have renewed. They have obviously made a business decision not to do this.
I sent a complaint last week and am currently waiting for a reply. I will let you know their response if they reply.
Reviewer
Bruce
Location
Edinburgh
Date
19/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been using different broadband companys in the past 10 year,this one call Plusnet is absolute the worst ever company,waiting for half month until the installation date.stay home for the engineer from 8am-6pm. nobody turn up,call the customer service for 40 minutes,speak to a staff, simply tell you the engineer will not be here and also can not tell you when will the engineer come,no text no email nobody tell you anything,can not believe this is a uk company,avoid for your own safe.Top 1 rubbish.I would give 0 Star if I can.
Reviewer
MON
Location
Somerset
Date
19/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Been with thema long while (+8 years) and witnessed their helpfulness and value decrease and decrease ... now just another of the pack!
This review is of the last 18 months in which time the reliability has been poor and the the handling of it has been unhelpful. SHAME.
Reviewer
Annonymous
Location
Oxfordshire
Date
17/06/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Fabian
Location
London
Date
17/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Internet historically slow and unreliable. Router would crash occasionally. When i wanted to cancel my contract, i first had to wait 20 minutes in the waiting loop, then they told me i had to pay the remaining 9m on the contract and that i had to pay it right now or would be passed on to their debt collection business.
Reviewer
Phil Dixon
Location
Petworth
Date
17/06/2015
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
After changing from SKY I signed up for 12 months with this lousy bunch.
The speed is the same but the supplied router is absolute rubbish with poor signal in places at home where previously with the Sky router was fine. Router is in the same place after contacting their help line I was told to try other channels which I did without success I was told I should buy another router Im not prepared to do that I was told I would get the same service as my Sky a/c and as I was using an Ethernet cable I was ! Well after changing to save a couple of quid it has cost me more on our Mobile phone bills as we constantly run out of data because our mobiles connect up to cell rather than find the poor wi fi signal. I'm stuck with them as my contract still has 10 months to run
Reviewer
Phil
Location
Liverpool
Date
17/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with plusnet for over 15 years when it was still dial up with no major issues other than loosing the connection once and having to replace the router.
until the technology got faster and we started using tablets and ipods.
Firstly we apparently went over the monthly data allowance when the kids discovered face time and was presented with a £10 extra bill without prior consent. with |O2 you get the choice to purchase more date fist or it just slows down until the next month.
Therefore we decided to move across to unlimited to prevent this and that's when the broadband speeds slow down to as slow as old dialup.
When I asked the said it is because of your location from the exchange that the speeds were slow.
Now moved to BT and the speeds are a lot faster
Reviewer
francesco
Location
London
Date
16/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I normally don't like to write a review but Plusnet definitely deserved one. I have placed a order for a fibre optic internet 2 weeks ago. The day before I contacted plusnet to complain about not having received the router. After wait for more than 40 minutes, I was informed that they had a technical issue and they wouldn't be able to complete the installation on the fallowing day. I'm very disappointed with the level of professionalism. I should have been informed.
Reviewer
Rachel
Location
Aberdeen
Date
16/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs!
Switched from talk talk to plusnet 2months ago. Broadband speed is okay but our nowtv and Netflix freeze often where as this never happened with talk talk. Apparently the same broadband speed.
Our current deal is an 18 month contract -12 months free broad band and we only pay line rental then after 12 months we pay £9.99 plus line rental.
However we are having to move house and plusnet have decided that this is going to cost £65.90 plus after our 12 months of free broadband instead of paying £9.99 plus Line rental we will need to pay £17.49 plus line rental. As if moving home wasn't expensive enough. Other options were if we took a new contract for 24 months and lost the 12 months free broadband and payed the rate of 13.50 plus line rental then we could have the move for free but then stuck with awful broadband for two years. Or we could cancel our contract and have to pay £195.05.
It's a shame as if we hadn't of switched - talk talk would never of charged us to move or increased the contract price. Will have to pay the moving fee and then the increased price of £17.49 plus line rental till our 18months is up and I will never buy anything from plusnet.
Reviewer
John
Location
Norfolk
Date
16/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Hopelessly uncoordinated customer service. Wasted half a day trying to get a five-minute fix when I switched over from TalkTalk. I do not recommend them and will not be renewing the contract.
Reviewer
jeanette
Location
wakefield
Date
16/06/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
i am overall 100% satisfied with plusnet fibre broadband,it took just eight days to connect my fibre connection, there was a problem at the exchange but this was sorted the next day, i have excellent connection all around the house no buffering when streaming or playing online games and customer service has been better than any other internet provider i have had before, very friendly and helpfull. well done plusnet another satisfied customer
Reviewer
Cris
Location
Norfolk
Date
16/06/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Don't believe the service hype, it is rubbish. 45 min wait for an answer each time, didn't send router in time, wrong information, faulty router when it did arrive, no back up. The advertising standards agency should shut them down.
Reviewer
Colin robinson
Location
Littlehampton
Date
15/06/2015
Comments:
We had trouble from the very start. The installation engineer did not turn up -apparently it was the computers fault. Tried to telephone to re-arrange and was passed from pillar to post.
Each time they transfer the call you get put on hold for 15 mins -even when you try to cancel
Reviewer
Fran
Location
London
Date
14/06/2015
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Comments:
I've just switched my fibre broadband to Plusnet and I must say it all went very smoothly and am switched over with no hitches in 6 days from the time I placed my order early one evening.
I found the Plusnet webchat support very helpful for a few questions I had and I didn't have to wait long to "chat" to someone. Additionally I found the communication from Plusnet excellent.
Too early to comment on broadband speed but so far so good!
I nearly didn't go with Plusnet having read the bad reviews on various websites, but since people with bad experiences are more likely to review than satisfied customers, I decided to go ahead anyway - and I've been very pleasantly surprised ....so far.
Reviewer
Steve Light
Location
Doncaster
Date
14/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would liked to have put lower scores but couldn't. It took 3 weeks for them to even get my phone line on after taking over and then told I have to have a temp tel. number until they can get my old number. Internet has just been activated nearly 1 month from sign up date and I am using neighbours to write this as its un usable as so slow. Signed up for fibre but on ADSL. Engineer failed to arrive on 3 occasions, and I waited in. Fed up with being lied too or not being called back. I would advise everyone to lick yourself in the head before signing up with plusnet. I am going to cancel and go back to my old provider. Oh and did I mention quickest time to answer phone was 29 minutes.
Reviewer
Anita V
Location
Greater London
Date
12/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Very poor customer service. Wait times on phone never less that 20 min. The customer service staff raise questions but no action is ever taken. You call back to chase. Another 20 mins (at least) on hold. They raise another question. And so on. I should have stuck with SKY. Plus Net, for unknown reasons, cancelled my phone line so I also lost internet. This was after having been with them for 3 weeks. No one can tell me why they took this action. Have been without broadband and landline for two weeks. Spent over 4 hours over the past two days trying to get someone in Plus Net to own my problem. Hopeless. Do not go with Plus Net.
Reviewer
Veganomad
Location
Rugby
Date
12/06/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Agree with many reviewers here, Broadband got worse over the last year, dropped every evening about 8.30. I tried to change but they did something weird to the line before the agreed date so that BT couldn't pick it up again for 11 days. Plusnet said they could restore it within 2 days and gave me a great deal. I have been without BBand for 10 days now anyway so I should have waited and given BT a chance. Customer service is a joke, they just pass you round from team to team of scripted morons, having waited on the phone for 30 mins with irritating music. They don't value their customers. To be fair if you ring their tech support line at about 6.45 a.m. you tend to get someone sensible, if powerless, and they try to goad the account teams into the correct action. To quote their engineer, "this place is full of idiots". I'm giving them 24 hours before I cancel the lot and go back to pigeon post.
Reviewer
john
Location
stroud
Date
11/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
After reading many good reviews about PlusNet I just want to share some concerns I have about them. 1. Total inability to transfer our original telephone number across from our old supplier despite numerous assurances causing loads of inconvenience, upset and time wasting 2. Their router completely crashed my Macbook. Took weeks to realize it was their router doing it. Poor effort PlusNet, unimpressed.
Reviewer
George
Location
Newcastle
Date
09/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
PlusNet are rubbish, Router did not arrive installation date did not happen. lame explanation of no email confirmation of order. not at all happy with PlusNet I do not know why I am leaving Talktalk????
I think PlusNet are overwhelmed with orders and struggling to keep up but its the customers who suffer,
Reviewer
Tom
Location
Bexley London
Date
09/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Poor unreliable slow service with difficult to contact and robotic customer service agents. Would give zero stars if an option. Transferred to Plusnet BB 3 months ago. 3 faults since each lasting several days. No BB faults in previous 11 years with BT using same exchane and line. Awaiting new router, due in several days BEFORE they will consider sending an engineer. AVOID this provider.
Reviewer
anta
Location
Bournemouth
Date
08/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
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!
Reviewer
Kate
Location
Stamford
Date
08/06/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I usually switch utilities/insurances etc on an annual basis in order to ensure that I am getting the best deal. However I have now been with Plusnet for 4 years.
Previously, I was with Talk Talk (big mistake!) and switched due to poor connectivity and customer service. Plusnet haven't disappointed me yet.
Considering we are in a rural area and at the end of the exchange, the internet speed is fairly good. In the four years we have been with Plusnet we haven't had any issues *touch wood.*
Their prices are excellent. I'm super happy because they are honest. Out fo the blue I recieved an 80pound cheque as the prices had been lowered in our area (I didn't even know) and they had been charging us the old price. They could have kept this quiet and I would have been none the wiser, however instead they were honest and acted with integrity and gave me a cheque for the difference.
Overally I'd thoroughly recommend Plusnet.
Reviewer
Rob
Location
Midlands
Date
08/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They took all my details for a new connection. Received nothing so after a few days contacted them and they have no record of the sale. Went to them for their supposed excellent service, but they are clearly a joke outfit like the rest
Reviewer
Tony Jackson
Location
Devon
Date
06/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
They don't accept email.
I've been off for about six weeks this year so far.
They apparently cannot remotely diagnose a fault with the modem they supply, and left me to discover that this was the fault lately. I thus was at the mercy of the £85 charge for BT outreach to enter muy home and diagnose my modem.
I have to ring them now (and wait however long that takes) to get a MAC code.
After 8 years, most of them fine, I'd say they are now dreadful.
Reviewer
John
Location
Merseyside
Date
06/06/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
My broadband service was switched early, not on the specified day.
I was left with no service for six days as the plusnet router took six days to arrive (not two or three as indicated by plusnet).
Spent 30 mins in a queue to contact customer service.
When the router arrived it had been locked to another user name. there were no instructions in the manual to change the user name. which meant another 30 mins in a phone queue waiting to speak to customer service. Total time spent on phone to customer service before successful connection was 70 mins. Very very poor customer service, slightly cheaper but I wish I had stayed with EE.
Download/upload speed is exactly the same.
Reviewer
Inga
Location
London
Date
04/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could I would give this terrible company 1 star, but unfortunately it's not possible.
After experiencing connection problems me and my partner decided to upgrade to Plusnet Fibre. And this is where the fun started. At the begging of may they arranged an engineer to come at our place. We were told that he will be be there from 8-13. Since both of us work 9-18 my partner had to take a half day off. Around 12 engineer called to say that he won't be able to come in as the line is still owned by BT. At this point we were quite understanding.
So the appointment was rescheduled for 02/06 8-13. This time I asked my employer if I could work from home. When I woke up I discovered that the internet is not working (I was told that it will only be disconnected for half an hour), so I had to buy BT for £8 a day. Which was also kinda understandable. The engineer came and told that the internet might take awhile and might only be on by midnight. Which didn't happen. We called support team and it turns out that the engineer forgot to attach the main fibre box !!!! Oh and the wire wasn't even plugged in the fibre socket. Which didn't matter much as we didn't have internet anyway.
After raising this issue, the 3rd engineer was scheduled to come in and fix this problem on 04/06. My boyfriend had to take the morning off again. BUT THE &%$^ DIDN'T SHOW UP!!! They didn't bother to warn us and so my boyfriend lost 4 hours of work!!!!!!
We have raised this problem and asked them to come in before or after our work hours as we can't afford to take any more time off work! And all that plusnet can say is that the engineer can only come in from 8-13 or 13-18. Obviously they don't know how to deal with issues and don't appreciate or care for their customers.
Since they cannot be bothered to come through we have asked to cancel fibre and return our shitty internet (at least it worked most of the time). But now we have to wait 4 days until it will happen.
So here you go PLUSNET SUCKS!!!
Summary:
3 failed appointments from their side (even though if the customer isn't home at the arranged time they must pay £50!!)
7 Days without internet!
Lost time at work
Extra expenses for BT internet!
P.S. Oh by the way this will go everywhere I can think of.
Reviewer
Chris Hudson
Location
Windsor
Date
03/06/2015
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Maybe not the absolute fastest but the connection has always been stable and you cannot beat their U.K based customer service team!
Reviewer
Darren
Location
Glasgow
Date
03/06/2015
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I've just finished a contract with Plusnet and beginning to transfer to someone else. I took up their unlimited fiber option, which at the time was the cheapest option. Considering there adverts are all about great uk customer serivce, I thought what could go wrong. Turns out a lot. When the internet is up and running, it's great. Well exactly as any other BT based fiber product would be. SKY/Talk Talk ect all use BT wholesale products. That is they pay BT to provide the fiber broadband. Which is quite a good service, although BT charge a lot compared to Virgin media.
Anyway back to Plusnet. Their backend computer system seems very prone to mistakes. Mistaken transfers, not activating at the right time ect. This wouldn't be a huge problem if you just had to inform Plusnet of these mistakes and they dealt with them. However there call wait times can often go into the hours. At minimum 15 minutes. I do have to admit once you get through to someone they are knowledgable and very helpful. However often you need to be transferred to someone else, meaning an hour is taken trying to fix a problem that wasn't your fault. Which is frustrating. When a problem isn't my fault and I have to fix it, I except 5/10 pounds knocked of my bill. That has never happened with the 4/5 problem I have phoned them about.
Reviewer
James
Location
Bristol
Date
02/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Trying to actually contact someone at Plusnet?? Hmmmmm 1 hour and 30 mins is a record. Which best by?? Really Which. I think you may need to call through to the customer service line Which Mag. Awful service.
Reviewer
PeterMc
Location
Preston
Date
02/06/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
DON'T join PlusNet. Moved from Talktalk because of service issues and to save money, what a mistake!
Poor speed and connection issues for past 2 months. Trolled through PlusNet procedures and line checks and 3 separate routers until finally they agreed to send an engineer out to check the master socket but with the proviso that if it wasn't faulty it would cost me £50 for the visit. Lo and behold before I could give them a date my son (who's been monitoring the connection stability on his laptop) announces that it been connected for 24 hours without a problem. Left it a further week and still no disconnections. Rang them to ask for the line to be rechecked and suggesting that it was a MASSIVE coincidence that the line has repaired itself and got the answer that it was probably the internal wiring and that it took a few hours for the connection to settle down once I had moved the router onto the test socket for diagnostic purposes (it was actually several days before I told them I'd done it). What! electronic appliances have to have a think about whether they fancy working or not!
Personally I think that was a ridiculous answer and seems to point to them resolving the problem but not wishing to admit liability for the months of poor service.
I repeat DON'T use this provider Talktalk was mediocre PlusNet are worse.
I was with TT since it started and now wish I'd stayed with them. Can't wait for my contract to expire.
Reviewer
Simon
Location
Barry
Date
28/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I joined plusnet after being unsatisfied with my previous supplier. I filled in their online forms and was given a date for an engineer to come out and connect my BT line.
Come the day of installation I had heard nothing from plusnet so phoned them to check the engineer was coming. It took ages to get through to customer services and when I did they put me hold for ages. I was told they were sorry but the system did not place a booking for an engineer and I would have to wait a further 10 days. Funnily enough the system worked fine when it came to taking my money though!
I'd taken the day off work. Was not going to trust these jokers any further so cancelled and went back to my previous supplier.
If they can't even book an engineer correctly what are they going to be like the rest of the time. AVOID.
Reviewer
Dan
Location
Bury
Date
28/05/2015
Comments:
If You Value Your Credit Rating (Or Sanity) Do Not Sign Up for a Headache with Plusnet
After months of a shockingly poor service I decided to leave Plusnet for Sky. Despite Plusnet telling me the best I could expect to get from my line due to my location was 1.5MB down & 0.25KB up with constant drop outs Sky have provided me with a stable 5MB Down & 1.25MB up connection which I am more than happy with.
When cancelling there was mix up with the Mac code and the service was cancelled despite a Mac code being provided to Sky and I was charged a cessation code by Plusnet, I was also charged for months of internet service that I did not receive. I contacted Plusnet and asked them to provide me a final bill which could be settled thus terminating a highly stressful and less than fruitful relationship with the company. A fortnight passed and no final bill arrived, what did arrive was a letter from a debt collection agency demanding much more than the final bill could have ever have been. Plusnet had handed my details over to debt collectors who have relentlessly hounded me for the past month.
As soon as I received the debt collection letter I contacted Plusnet who told me the final balance owing which was much less than the debt collectors were demanding and I settled the balance instantly as all i was waiting for was the final amount. they said they would call off their heavies and i thought all was well.
I should have remembered who I was dealing with, all was not well. Despite Plusnet telling me they would call the debt collection agency and tell them their was no money outstanding I have been constantly badgered all over Christmas by a company who call themselves Moorcroft Debt Collection 'Services' threatening me saying that should I not acquiesce to their demands that I could end up in court and receive a CCJ thus ruining the credit rating that I have worked extremely damn hard to maintain.
As the title says if like me you value your credit rating (And sanity) and do not want your details passed to a merciless debt collection agency and be hounded for money you do not owe I suggest you consider another ISP.
Reviewer
Tracy
Location
South Wales
Date
26/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After the experience I've had today with Plusnet I find it incredible they have any customers - I spent the day waiting for a fibre engineer to install broadband - no show - after an hour on the phone it seems bt changed the appointment to tomorrow - and they accept the alteration wasn't passed on to me - demanded a full refund and got it ..... But feel I should get some recompense for the lost wages te on the and interest on the monies I paid them in advance - I see no reason why I should be out of pocket by even one penny when it's a communication issue between them and bt ! Not impressed that a company could make such a Ridiculous error........ I'm gonna try sky next as my previous attempt with Talk Talk was equally bad
Reviewer
Rute Ferreira
Location
London
Date
26/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst internet provider ever! Should have had internet a month ago and still nothing. They send me regular texts with empty updates and false promises. As they're not conclusive, I need to call customer support 2 / 3x p/week and the staff is rude and doesn't have a clue about the issue being discussed. Couldn't be more unsatisfied. Wouldn't recommend it to anyone! Not even my worst enemy.
Reviewer
John
Location
Liverpool
Date
25/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst broadband service provider EVER. After being with SKY I shopped around for a cheaper deal, and now I know why they are cheap. After getting no signal & being unable to connect to broadband, I rang them during the day as I work,umpteen times, many of those after being on hold for ages. However, as I wasn't next to my broadband, and the fact I live miles away from work, there was no way I could attempt to correct the issue over the phone, and they suggested I call back in the evening while I can access my laptop. After a 40 mile hike home and finally sitting down after work I tried to call them on a few occasions, holding for 28,25 and finally 22 minutes each time, and still failing to get through, so heaven knows how long I may have been holding. I called back and asked if someone could call me at home, as I couldn't get through, as I had done on previous occasions with SKY, who happily oblige, only to be told by Plusnet that they don't make outbound calls!!!! After weeks of trying to resolve the issue, speaking to their customer service department, who aren't at all helpful, I ended up speaking to a new customer service employee, who after listening to me, felt he could get someone to call, as he described that as an easy customer service fix, only to return to the telephone astounded to find that he couldn't get agreement from any senior management to be allowed to make an outbound call. This eventually left me with no choice but to cancel my direct debit. As this isn't something I would usually do, I called them explaining what I had done, and that I was willing to pay the 3 months service I hadn't actually received! This wasn't enough and they demanded I pay the full twelve months contract, after a stand off, where no compromise was offered, they eventually issued Moorcroft debt collectors to chase the payment with the threat of court action.In fairness to the guy at Moorcroft, he even agreed he couldn't believe it, and offered to speak with PlusNet with my side of the story. I forwarded the letter to Moorcroft I had previously sent to PlusNet, but they were steadfast in their decision, and I had to pay the full twelve month contract as well as SKY. Lesson learnt, SKY may be slightly more expensive, but they both come up with the goods and are ten times more customer orientated than PlusNet, so do not use them.
Reviewer
Jake
Location
Wales
Date
23/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Only works well with 3 devices or less... Any more and speeds will drop.
Reviewer
Simone
Location
Maida Vale, London
Date
22/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
The worst supplier I ever had. Useless customer service and minimum 20 min waiting at anytime.
Everytime there's some issue (and will be very frequent) only God knows when it will be sorted and the anwser is always the same "sorry we cannot do anything about that".. so what am I paying for?
I regret myself for choosing Plusnet!!
Reviewer
Jon557
Location
Portsmouth
Date
21/05/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Once they grab you with their ever changing offers you will not receive a clear statement of what you pay, your online bills will have a mixture of complicated charges and discounts that change every now and then making it impossible to understand if you are getting what was promised. Cashback is a nightmare to claim back, I'm still working on mine!!!
Reviewer
Matt Birtles
Location
Dronfield
Date
19/05/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I can't really comment on reliability of broadband yet as I've only been online for 24 hours, but I'm so enamored by their punctuality, reliability of customer care and quality of support I wanted to post something. Excellent! They delivered on time, everything worked without a glitch and it's hard to imagine how they could have made our recent house move any, easier (aside form carry a few dozen boxes for us). I just left a cable provider who couldn't even send the envelope to return their modem to the right address. So far Plusnet are living up to their reputation as excellent customer service. Very pleased.
Reviewer
KW
Location
Sheffield
Date
19/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with plusnet for 6 months and had constant problems, 8 engineer visits and still no interent. i was promised 2-4 mbps and only receiving 0.4mbps.
Customer services are shocking and do nothing, the worst internet provider out there.
Plusnet lie and say it takes 10 weeks for interent to stabilise but they do this so you cannot cancel.
Stay clear of these cowboys
Reviewer
Inga
Location
London
Date
17/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I cannot comment on Broadband speed, because I only yesterday switch to Plusnet from Sky. My son came home and found out that Plusnet make a lot of promises, lure customers into subscription, but don't provide satisfactory services. I've got already bad experience with contract details. I signed up for 12 months, but they emailed me 18 months contract. Thanks God that I am able to cancel their service. Sky offered me a deal, so I will stick with them. I was so silly that I paid in advance for line rental, so will request my money back in full.
Reviewer
Redlegoman
Location
Gloucester
Date
17/05/2015
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Speed not as advertised and 3 times slower than i was getting with sky. Don't be suckered in by the cheap price. Service is not great, hard to get hold of them but phone and they take a while to reply to online messages and when they do are. Not exactly helpful.
Reviewer
Damian
Location
Bristol
Date
14/05/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
We had to wait a month to get connected with plusnet, problem after problem! The customer service was terrible and one month after saying that I wanted to raise a complaint and I expected a call back from a manager I am still waiting, I will Deffinately cancel by the end of the month!
Reviewer
jo-ann
Location
gwent
Date
09/05/2015
Comments:
Do not go with Plusnet!!!!! Absolute utter rubbish,never ever had any sort of problems with any other provider. Internet keeps dropping constantly,not able to view pictures,videos or watch Netflicks. I pay for internet and Netflicks and not able to use either properly.
Reviewer
Lee
Location
Guildford
Date
09/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling broadband, made worse by the terrible customer service. We switched from sky, never had any issues with them but thought this would save a few pennies. The living room is the only place we have wireless, even then the best I could describe it is intermittent. When I spoke to plusnet their response was 'it's not our problem we're providing the service'. The chap on the service team was so unhelpful and smug I demanded to speak with a manager. His solution was to send me a new router and suggest we don't use wireless devices. Hugely helpful given mostly we use the internet on the iPad. I don't write reviews but if I save one person from experiencing plusnet, it's been worthwhile. 11 months until I can switch providers!!
Reviewer
John
Location
Whyteleafe
Date
08/05/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Customer Service took 30 minutes to get through both times on the phone. I was very disappointed to wait so long particularly as I was calling from a mobile. The internet has been quite slow regularly and at one stage I had to wait a whole month before they sent me a new router for their broken one which they charged me for. When I decided to leave for sky the person on the other end of the phone was a bit abrupt and sharp but in the end helpful. There are better offers on the market and so I decided to leave them after 2 years of their mediocre service.
Reviewer
antony
Location
oswestry
Date
08/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
eva
Location
Hampton
Date
05/05/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
its a scam!!! horrible service! avoid it! they will lure you with cheap prices and a contract you cannot get away from and then six months later: boom, you pay as much as BT but for much lower quality of service! don't do it!
Reviewer
Chris
Location
Huddersfield
Date
01/05/2015
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Started with Plusnet at the beginning of the year and they were very helpful when BT cut me off a day early on the changeover and got me straight back on. Had a billing problem over the last few days but customer service was brilliant. Manager DID ring back when he said and problem is now sorted to everyone's satisfaction. All contact via email and Plusnet message service kept me up-to-date with progress at all times.
Broadband is a bit slow at times (but it was the same with BT so it could be the area) so not recommended for heavy user. Perfect for me with emails and a bit of browsing. Speed still OK to watch MotoGP live on iPad!!
Reviewer
Dee
Location
London
Date
29/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
We were with this company for about 2 years. We always paid on time by DD. We found a better deal elsewhere recently and moved over to another telecom provider. I was charged £30 by Plusnet even though I was LONG out of the contract. Apparently they could do this because it's in their terms. Read their terms and conditions VERY WELL before going with them and if there is anything you think is not quite right, just avoid them completely. Yes, perhaps they could do this because it's their right legally as stipulated but is it ethical or moral? In my opinion, NO!
Reviewer
Dan
Location
Chesterfield
Date
29/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Plus net promote award winning customer service. I've had problems with the broadband and had to wait for over 30mins just to get through.
Not good enough, I'll be changing supplier. Not sure who gives out these awards as its a joke.
Reviewer
Reza
Location
Nottingham
Date
28/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Waited 10 days now(since expected connection date) for internet that I ordered 40 days ago!
10 hours of listening to horrible waiting music they have. So tired.
They have told me that they will follow up the case and call me back but they never did!
Reviewer
Marius Meciar
Location
Poole
Date
28/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worse broadband provider in the Uk, you better read this if you dont want to waist 1 month of your precious time. Plusnet should not exist, this is not a business full stop. I have signed up for broadband after I finished my SKY broadband package and decided to go Plusnet just to try and see how it is? I had to wait 3 weeks for them to take over my broadband which it wasn't a problem as I still my sky account active. 3 weeks went and the day come for Plusnet to take over. This was a Friday when they took over so immediately my sky account stopped, unfortunately when they took over they did not activate my line properly and I was told a technical team will investigate the matter on Monday, so I had no internet all friday saturday and sunday. Monday I rang them and they said we are getting this sorted for you, finally Tuesday morning my internet started after 5 days with no internet at all, very poor service. When I come from work Tuesday evening I started the installation of my hub and all the relevant setting up process. After 1 hour I had to call them to ask for help as the internet was running extremely slow, so slow that to load up a page it will take up to 1 minute, just for a web page, Oh my God! after 1 hour on the phone with the technical team doing all sorts of correction and changes to the channels and other test they come to the conclusion that its not much they can do about it. They told me a special team will investigate this matter within 35 hours, What! I got upset and i requested cancellation of the service. They arranged customers service to contact me the following day to discuss cancellation. By the way! every time I had to contact them I had to wait in average 30 min for them to answer. When I signed up they also took £25.00 payment which the following day I was told its not refundable as part of terms and conditions. After a stressful conversation with customer services they said to Plusnet its not the best choice for wireless broadband they struggle to provide high speed on wireless, they told me this over the phone, crazy! they said that under consumer rights they are only oblige to provide me cable connection and wireless its only a privilege. I got really emotional as its 2015 and you tell me who is using cable connection this days? all my devices are wireless so I need wireless connection full stop. I asked for cancelation to move to a proper provider, they told me i can cancel as I am within the 14 days cancelation period so the same day I moved to BT only to find that they can not take over as the plusnet they put a cap on the line so no one can take over. I had to call them again 30 minutes wait to be told that once the cap is placed nothing can be done, so I had to wait 2 weeks for current provider to end Plusnet so Bt can take over. On 29 of this month Bt will finally take over, I had to be on plusnet for 2 weeks, 2 weeks of pain and stress, the internet works slow in the morning and afternoon and evening stops completely. Lucky we have smart phones with 4G to give us internett as Plusnet its rubbish. Guys! seriously do not buy plusnet it will cost you time and stress. 1 month with no internet over 5 times calls which took in average 30 min per call, Time waist, Stress and pain not to have internet, internet slow like dial up connection from 20 years ago. This is not a network, stay away, go with SKY, BT, EE. I will not take my time to write this review but I feel like you all should know so you can avoid all the inconvenience i been through.
Plusnet should be shut down full stop.
Reviewer
EROWL
Location
HUDDERSFIELD
Date
27/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Moved to PlusNet from Talk Talk with promises of better speeds and reliability None of which have been fulfilled Major problems getting anywhere near promised speeds took over 2 months of trying to get in touch with customer services which cost me a fortune in phone charges. although speeds have improved they are pretty poor the wireless is pathetic and we have to plug in to get anything with pictures cant use iplayer on the TV even if it is plugged in without it buffering all the time all in all poor speeds poor wireless useless customer service will revert back to talk talk as soon as possible
Reviewer
Rena
Location
Peterborough
Date
22/04/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Same problems as below - poor internet speed tends to disappear all together sometimes. When 1yr contract was up left for EE and again was cut off internet connection even though was charged for it in advance. Contacted customer services only to find out that im no longer a customer although having account open and they charging me for it - no login whatsoever. Seven days before was sent an email confirming changes to services, date when it will change and... suddenly they know nothing about it!! Complained with a copy of the email sent to me - no answer. Deffo do not get involved with plusnet if you can.
Reviewer
j brewerton
Location
oxford
Date
22/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
have tried today to get broadband when I started to order the prices went up from advertised I was told that I did not live in a low cost area but they could not tell me where I needed to live to get these prices sounds like a bit of a con
Reviewer
tracy seymour
Location
bury st edmunds
Date
21/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs - worst company i have ever had the misfortune to deal with!! Internet dropped out at 8 every evening - they tried to tell me it was a line fault. When trying to cancel they tried to make me pay £80 to do so and when i said no way threatened me with debt collection agencies etc. When i advised i was within my 14 days cooling off period their story changed - they however did not offer this information!! The whole experience of trying to cancel this contract took 1 hour and 50 minutes on the phone. Said they would cancel immediately but refused to give me a mac code - 2 days later (and another 45 minute call to customer services) i am still awaiting the disconnection of this abysmal service, which cannot come to an end quick enough!!
Reviewer
Hanna Horrell
Location
London
Date
21/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I decided to move to another Internet provider I called Plusnet to find out about the best deal and agreed the best package over the phone. During the phone conversation with the sales representative the whole switch seemed quick and easy, and the offer sounded very good so I agreed to switch, paying for the phone line 12 month in advance there and then. During the conversation, I specifically enquired about free landline calls at weekends and was told that they were included in the package. What sounded like a good deal turned out to be not so good with one big problem after another and not at all what was agreed over the phone?
The problems started with a big mix up switching the broadband and the phone line and it took a very long time before the broadband and the phone line were fully operational. Then months later, when I noticed a large charge on my bill, I discovered that the land line calls were not free at weekends and they were only free for people who did not pay for the phone line 12 months in advance. Every single time I called customer service I have been dealing with very unhelpful staff who are not prepared to even listen to any complaints and just refer you to the small print included in countless of emails received.
I also discovered that Plusnet automatically rolls over contracts for up to 2 years so be warned that once you sign up with them it’s not easy to get out. Also be aware that you will receive a lot of very misleading information to encourage you to sign up, which you will discover is totally incorrect after you commit.
If you don’t want any additional stress don’t consider signing up with this very dishonest and underhanded company.
Reviewer
TSB
Location
Nottingham
Date
20/04/2015
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Reasonable broadband speed overall, although slow at times even over ethernet.
Customer service is good while you are a customer - it's easy to speak to an English call centre fairly quickly.
When I called to leave, the lady at the Plusnet call centre tried to match the price of the provider I was moving to. When she realised she couldn't match it her tone and attitude changed completely. She became very difficult and uninterested. I was trying to find out how the contract would end before I started with the new company, but she just wanted to get off the phone.
She kept telling me that there's be a penalty charge if the MAC number was not used within 30 days (which the new company told me was nonsense).
It's a shame it ended like this, as I had been happy as a customer. I've subsequently found out that Plusnet is part of BT, with whom I had terrible service a few years back, so things are adding up.
I'm now with SSE, and I'm very happy with their service. Too early to tell about the broadband quality, but great price and service.
Reviewer
Peter
Location
East Anglia
Date
20/04/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Phoning customer services is torture. Painful music and long, long waits.
Although they have a direct debit mandate and effectively open access to your bank account they have a credit limit on phone calls, which means that when you have a family crisis (e.g. death or illness) and need to use the phone a lot, you are troubled by persistent emails warning you that you are near your credit limit and need to pay more in advance. This lead me to shout profanities very loud. Don't believe their blandishments, they are owned by BT and have the same ethos: you are not a valued customer you are an income resource to be exploited.
Reviewer
Mo
Location
Blackburn
Date
18/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet the worst 4 customer service's longest ever waiting times and above all they tell u a pack of lie's just 2 fobe u off wud not recomend them 2 anyone how the hell this company won an award frm which is beyond me customer service's and the tech teams are a total waste of time none of them knw there jobs and i mean that with hand on heart...please dnt make the same mistake as i did keep well away frm this company.
Reviewer
tessa
Location
London
Date
17/04/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I decided to leave plusnet as they kept saying i had had more than my limit and adding extra charges. Once i had apparently gone over my limit at around 10 minutes to midnight before the next allowance so that cost me an extra £5 for a couple of minutes use.
And i am a single person who doesnt use the iplayer or anything, works full time snd just uses broadband for emails and the occasional internet browse. How on earth i was meant to be using so much data i cannot fathom.
Anyway i signed up to EE and it appears plusnet then just cut off my phone and broadband, even though i had paid for the whole month. They said they could not reinstate it now as they were passing it over to EE and the line had started to be checked by BT, Apparently both use BT lines so it didnt need to be checked but they had requested it anyway and said this process could not be stopped once started and i would just have to do without any phone or broadband for a week even though i had paid for this.
I explained i was in the middle of a house purchase and really needed access to my phone and broadband but they did that "the computer says no" thing, and just left me in the lurch.
This has been a nightmare, i guess they are saying its not okay to leave them and if you do you will be punished.
Reviewer
Frustrated
Location
East Lothian
Date
17/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I booked and paid for Plusnet Fibre Optic broadband. As I am a teacher I cannot take days off from my work so I booked the engineer to come out to set up my broadband during the school holidays - I thought it would be worth the 6 weeks and 5 days wait to receive my fantastic new broadband. After not receiving any contact from Plusnet (although they had taken the money from my account straight away) I telephone them. Lots of frustrating 1980's music later and being put through to 3 different departments it turns out that my order had not gone through. The operator was very apologetic: "It should have been picked up by us but wasn't". This is incompetence and I have cancelled my account (that never started) and I now have to wait 5-7 days for my refund. I do not recommend this company.
Reviewer
Robert
Location
London
Date
17/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Plusnet is as reliable as Victoria line during the weekend ( fellow Ldners will understand)
If you are looking for fast and reliable internet provider - Pkusnet IS NOT the one!!!!!
Reviewer
David Small
Location
Guildford
Date
16/04/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Broadband has been dropping out for over a month. Plusnet arranged for BT to visit twice - no show. Promised to call me back with another date - failed. Cannot contact them online(too busy) or by phone (too busy). And this is supposed to be a COMMUNICATIONS company. Hopeless!
Reviewer
daniele
Location
coventry
Date
15/04/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
100% satisfaction, costumer service you cant even knock! and UK based.
no problems with broadband speed at all and never slowed down at peak times, always reccomend to friends and familys!!
Reviewer
Rachel
Location
Oxford
Date
15/04/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
i have been with plusnet a year now and they have been amazing, they are exactly what they say they are, affordable, reliable broadband and home phone, the line being stable was a massive worry for me before joining a year back but i can honestly say i have never had my speed drop below what they estimated it to be (9mb) and i have only rang up a couple of times (own mistake forgot my account password) and the team in sheffield who took my call were fantastic, i would recommend plusnet to anyone, i have referred several friends and family and each time one of my friends or family go to plusnet they discount my bills aswell which is a fantastic scheme
Reviewer
Sebastian
Location
Leicester
Date
15/04/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
what a fantastic little company, never had any issues with them, they have given me deal, after deal after deal, i have stayed with them for that reason for the past 7 years, and will continue for a long time, every time you ring, the UK based call centre staff are extremely helpful and can resolve queries straight away, i've never had to wait on the line for longer than 3 minutes, can't think of a single negative thing to say, top work plusnet
Reviewer
William Smith
Location
Rhyl
Date
13/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely Dreadful customer service, They do not reply to queries or complaints , won't send MAC codes ,
then charged my direct debit without my Knowledge or permission for 18 months after I cancelled contract, definitely the provider to avoid!
Reviewer
Lorraine
Location
Consett
Date
13/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
changed to fibre and it does nothing but buffer, absolute rubbish
Reviewer
Rachel
Location
Warwick
Date
12/04/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Cant fault them. Better than bt.
Reviewer
Jane Bailey
Location
Cwmbran Gwent
Date
11/04/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I just want to say having spoken to one of your customer service team name that I am very impressed how he dealt with my problem. Not being a technical person at he was very patient with me (being an older lady who has no idea about computers and broadband). He was such a gentleman and explained things to me very clearly. If all your employees are as good as him you must have a fantastic team.
Reviewer
melvin jacobson
Location
ryton tyne and wear
Date
10/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
BE WARNED Never extend your contract or move house with this service they con you into taking out a 24 month contract even if you cancel your stuck with them
THEY ARE NOT A CARING COMPANY like the advert tells you
Reviewer
Karen
Location
Liverpool
Date
10/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
TERRIBLE TERRIBLE TERRIBLE.
After great service for 2 years with plusnet I ordered their superfast fibre Broadband, which should have been installed on 3rd April. I was given an appointment between 1 and 6pm, this was confirmed by email. When no one showed I called (waited in the queue for 13 minutes) and was told that the system had automatically cancelled my ordered and that an engineer had never been coming out, and whats more, I had to wait 2 weeks for another appointment.
So, here we are at my second appointment, another day off work, and again, I am waiting for an engineer to arrive. This time I have had an email from Plusnet telling me that its all done and my service is up and working, but the engineer still hasn't been, I have called and they think they engineer has done the outside work but not bothered to come in to fit the rest and they will just book an appointment for him to 'pop over'. WRONG. No, you wont. No more time off work. I asked for a manger to call me back, and yes........ I am still waiting. Very sad as I have sung their praises to everyone saying what a good service. Sorry Plusnet, you have just lost a very loyal customer.
Reviewer
Thomas
Location
Oxfordshire
Date
09/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Comparing speed and reliability with a neighbour on bt, it is clear to see plusnet have the worst speeds around (i have talked to people with virgin etc). Our average is 1200 ish ping, 0.12 mega bits/second download and 0.015 mega bits per second upload. We pay for far more than this, and I don't think this is technically broadband so they are lying on that part. dial-up looks like a better option at the moment. The customer service takes around 40 minutes to an hour to respond and blame it on us, who have spent alot of money upgrading routers etc. In my opinion, be very very wary of what they say, I bet the speeds are UP TO 2mbs
Reviewer
Darren
Location
Manchester
Date
09/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
EXTREMELY BAD CUSTOMER SERVICE. Would not provide a replacement router without payment of £55 when my current one broke and they couldn't even be bothered sending it out. Been without a new router for 7 days now. Only have internet due to a friend lending me a router. Their whole attitude is "we supply the broadband, which you have" Absolutely no after sales customer service. I WILL NEVER USE AGAIN AND ADVISE ANYONE ELSE DO NOT USE NO MATTER HOW CHEAP THEY ARE
Reviewer
Philip
Location
Hereford
Date
05/04/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
In my experience, people feel more impelled to tell tales of woe rather than happy ones. Anyway, after going far beyond the end of my tether with the appalling BT, writing to their director of customer services by name and having it ignored, I signed up with Plusnet. The service was replaced faultlessly and on time, and my Broadband fired up at the normal speed, better than the reduced speed that BT were unable, or incapable, of remedying. Twice in the last ten months, speed dropped right down, and both times I spoke to a pleasant young man in Sheffield who restored the service. Now, I am aware that they do all this off the back of BT's infrastructure, so this could be just happenstance, but credit where credit is due, I am very happy with them. I am sure that there are thousands like me, who, if moved to do a review, would reduce the proportion of moaners to an insignificant proportion. How ever, that is not to say that they are exagerating or overstating their cases.
Reviewer
Claire
Location
Gloucester
Date
04/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use this service "provider". I was mis-sold my initial contract after being told about a bogus cashback deal that never existed in order to stop me from going to Talk Talk. They refuse to let me out of my contract despite admitting to me that the sales advisor lied about the deal in order to get me to sign up. They are incompetant liars who you have to wait for 15 minutes to speak to, no matter what time of the day you try to call them. I cannot rate them low enough, and I have no idea how they won customer service awards. The novelty of listening to The Human League when you´re on hold wears off after the first 20 times you call them. The reason you call them so much being that they never bother to contact you or update you with meaningful information when they say they will. After requesting a home move, I have been left without any phone or internet service for a month, yet am still being billed for it. They cannot give me any idea when they can install my new line.
Absolutely one of the worst companies I´ve ever dealt with.
Reviewer
Charlie
Location
Lincoln
Date
04/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet is an absolute joke they can't even provide stable internet near lincoln, Unfortunately we've been with them for 5 years becasue their cheap, and boy does it show, slow speeds at non peak times, disconnects at non peak times, no internet at all recently because someone on plusnets end decided they'd like to fuck around with the IP values or some shit on their server as a going away present.
Thanks plusnet for your cheap service your long waiting times your disconnects at non peak times your unstable bandwidth and your audacity to claim that the reason you are unable to meet my expectations is because you don't have the resources of a large company.
Reviewer
Louise
Location
Aberdeen
Date
04/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with plus net for over a year and I was very happy with the service until I moved house!!
It has now taken almost 3 weeks to get my fibre broadband set up due to an error made by the employee who ordered my fibre not organising an engineer. I say 3 weeks but as yet I still have no internet!! I contacted customer services and complained. My complaint took several days to be acknowledge. I was contacted by plusnet who apologised for what was happening. I was told an engineer would be around sooner but infact it's actually now 3 days later than originally stated. To say I'm not happy is an understatement as I need internet for work purposes! I will certainly not be staying with plusnet in the future!!
Reviewer
Richard Mills
Location
Potterspury
Date
03/04/2015
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Been with them for 10 years now. Yes, sometimes the support is a bit slack, but to be honest, no company is perfect at this any more. Speed is mostly good (even though we are in the countryside) and I think that I've had a couple of outages in the last 8 years that we've been here. Just waiting for BT Openreach to make FTTC live in the village and I'll go to that with Plusnet too.
Reviewer
Ben
Location
Canterbury
Date
02/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If it was at all possible to give negative stars, I would give Plusnet minus 5 stars. The broadband is not only slow but redefines the word, frustrating. I am not exaggerating when I say that I cannot leave my room without the internet cutting off and needing to be reset and connected to about 10 times. Yes they're cheap but that is the only redeeming quality. Don't bother using Plusnet. You'll have a more pleasant experience repeatedly slamming your fingers in a door.
Reviewer
Tim
Location
Sheffield
Date
01/04/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Service has seriously dropped off in recent months....waiting times for any technical support are ridiculous....said 15 mins, as I type this review 30 mins so far. Last call a few days ago..Technical Support guy clearly wasn't a technical person and couldn't help. Not sure what's happening at Plusnet but they're certainly not the high quality and high value provider they used to be.
Reviewer
User
Location
London
Date
01/04/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have signed up a 12 month contract with Plusnet and was waiting for the service. Router had not been delivered for almost 2 weeks. I could not use Internet despite paying for it. It was an option to cancel the agreement in first 14 days which was used. I was charged 30 pounds disconnection fee despite saying initially that if I change my mind I do not have to pay anything. Plus net did not put much efforts to keep me as a customer. All they were offering to pay me 0.6 pounds compensation for not having service on time. Also every single time when I was calling support line It took 15 minutes to get connected.
Reviewer
Charles
Location
Swindon
Date
31/03/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Worst customer service I have experienced with a broadband company. I move fairly often and have tried several broadband providers. Plusnet are without doubt the worst for customer service: super-long wait times (30-45mins) for their cancellation service only rubbed salt in the wound.
Reviewer
Matt
Location
Basingstoke
Date
29/03/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Slowest of the 3 fibre providers I've used, regular faults in service too, very hard to get hold of customer services
Reviewer
Emillinger
Location
runcorn
Date
27/03/2015
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
many thanks to both nikky and david for dealing with an old grumpy man who is not computer savvy, long wait on phone to make contact but very helpful and understanding the problem i think has now been fixed
Reviewer
Lance
Location
Harpenden
Date
25/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband speeds when we first joined were acceptable but have now slowed down so much it is unusable. Customer service is completely useless when you can reach them. We are leaving, would advise everyone else to avoid this third rate company.
Reviewer
Rory Clarke
Location
North Yorkshire
Date
25/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I mistakenly signed up to Plusnet as it was cheaper to pay the whole year for the phone line rental vs. BT. The broadband was rated at 1 meg a sec in an email they sent but it never worked. It dropped out all the time. The phone line was really bad and noisy.
They had 'Online diagnostics' that included swapping out the Plusnet router for one of my own (!) Sorry, but I don't own a box of DSL routers to do such tests. After submitting a ticket that was ignored, I finally had to call them to get someone to troubleshoot the problem. They said my line was fine from their tests and did I want an engineer to come and look. If it was the Plusnet router, I had to pay a £50 fee (!) Not trusting the crappy router they had sent me, I declined and use my work internet.
I am leaving the UK for a new job and then decided to cancel Plusnet. I paid £150 upfront for the year and have only used this service for three months. OK, I expect a fine or fee as I got a %7 discount from paying the year. If you cancel early you get NOTHING back!!!! It is is the terms and conditions somewhere, but when you are moving house, you don't have time to read the pages of TOCs. Sounds like a con to me. On top of that upfront £150 line fee, I still pay £20 per month for the broken internet. To end that part is £50 cancellation fee and a £30 cease fee, whatever that extra is. £80 in total.
So, for three months of piss poor telephone line and no internet, it is going to cost me £230. Better off with BT. Avoid Plusnet at all cost, they have a hand in your wallet and that is all.
Reviewer
Jon
Location
Date
24/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
!!!!!!!!!!!!!!!AVOID!!!!!!!!!!!!!!!!
DO NOT JOIN THIS COMPANY. Its taken 11 days to get an engineer out, which i took a day off work to be in for. No one turned up but apparently the phone line was activated without anyone coming, which could have been at any point. Now theres been a further delay with my order and it wont be getting processed for a further 12 days from date the engineer 'came out'. Shocking! Called up to ask what what going on, and he was so rude! His name was Billy, clearly not his real name though. Offered me £2.50 as an apoplogy. HAHA pathetic. AVIOD!!!!!!!!!!!
Reviewer
BobT
Location
London
Date
24/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Mismanaged my installation. Now I have to wait another week and take more time off work. Lacklustre customer service and still waiting for a callback from a 'manager'. If this is anything to go by I would look elsewhere.
Reviewer
CB
Location
yorkshire
Date
23/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Fellow buyers, Avoid. Plusnet (minusnet) it’s just BT, and BT has always been a horrible organisation. I am an ex BT customer of the past. BT sells out is customers privacy, so hand over your mobile they will just hand it on!. So in terms of Minus net BT net combo you can expect the usual BT service run around, website answers nothing and gets nothing fixed, when it goes wrong means you sit in all day waiting for the van that does not arrive from bt openworld!. Plusminus net customer service is lower than low, low speed internet low reliability. I sent a letter via recorded to cancel, but there service just keeps on going so do the payments taken via direct debit, it’s not theft if they didn't get the recorded delivery sign for letter. Actually its theft! It was signed for!!!!
More than 6 week’s notice to cancel. Please don't get sucked into the BT -plusnet low prices, you get less than you paid by far.
Try this for service I phoned XILO spoke to Matt, three rings, emailed Matt response within 10 minutes and i can email matt directly. Plusnet phoned for help 25 minutes to a monkey answering the phone followed by the BT run around, emailed plusnet in Jan 2014 i am still waiting now. had to use the postal service at least it only takes weeks!!!!!!!!!
Since plusnet put the price up £25.26 a month for a horrendous BT service sold to me by plusnet, i looked at IXLO you know the chaps who answer the phone and email they charge £26.78 for the same service, good god with customer service for a £1.52 increase, matt is not a staged monkey, a real person answered the phone and email, got my information within 20 minutes, he didn’t insult me with links to his web site, he responded like a human.
So summarise if you read this and still went with plusnet you deserve the rubbish they offer, i am not selling IXLO just so cheesed off with rubbish net that I am trying IXlO, the reviews are great and you can test the response yourself, try find and email address on the plusnet site. If you found this helpful do a review yourself good or bad its a great help to me to avoid the Plusnet/BT horrors.
Reviewer
Anna
Location
Wales
Date
23/03/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Do not believe the spin they give you in the ads about great customer service - they are very poor. On several of the occasions where I had to contact them I was hanging on hold for half an hour - and not very helpful when I got through. Other nonsense included them telling me at the start I could get a new router at any time and then when I tried to do that they said no, it was for new customers only. Glad to have left them. Even TalkTalk is better than Plusnet, I'm afraid. Best avoided.
Reviewer
Iain
Location
Dundee
Date
21/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service.
Poor customer services.
Forced to take out new contract to move home or pay £60 cancellation fee.
The last company I'd ever go back to.
Reviewer
Kate Smith
Location
London
Date
19/03/2015
Comments:
It is the worse service provider you will ever find. If you try to call them, be prepared to stay on hold for more than 30 minutes. The broadband is very slow even if it was promised 85 Mb (fiber optic). The equipment installed consist of two old boxes (they look like from the 1970)- if you are looking for a sleek modern look-you will not enjoy finding Plusnet boxes in your room - and they don't deliver either!
Reviewer
Andy
Location
North Yorkshire
Date
18/03/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very unreliable broadband. Off line frequently in the evenings and a minimum of a 30 minute wait for customer services. Ive been with plusnet for 5 years and as theyve grown theyve got worse. As soon as my contract is up Im leaving. Dont believe the advertising, they are awful, read the feedback on their forum.
Reviewer
DJ
Location
Kennington
Date
18/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I only gave 1 star because I had too. Infact they are so bad they couldn't get the internet installed in a month. The problem with my connection could have been handled swiftly but they only realised there was an issue when I chased them up (useless customer service), combined with the fact they say any email is normally a 36 hour response time and its at least a 15 minute wait on hold to talk to anyone.
SAVE YOURSELVES - I cant tell you how highly i'd recommend you avoid this lot like the plague
Reviewer
H Turner
Location
Warminster
Date
18/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Switched to Plusnet from another provider. Wish we hadn't. Have had no business broadband for two days and still waiting for new router. they disconnected all our phone lines yesterday so had no business phones all day. (Our phone supplier sent an engineer straight out not Plusnet!)Still can't receive incoming calls on our broadband line which is also our fax line. Nightmare goodness knows how much business we have lost. Still waiting for a new router, our previous company sent theirs out in good time for the switcover, not so Plusnet. Wish I had never heard of them.
Reviewer
Graham Oates
Location
BINGLEY
Date
17/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Signed up for Plusnet phone broadband. About three months later I informed Plusnet I was moving to a brand new home. Next door. Nearly a month later still no broadband. It was turned off old property because that was the date they gave me for new property turn on. They have put the blame on me for not informing them that new property has no phone point. I had no idea it wouldn't have, obviously neither did Plusnet. They very kindly informed me that as a goodwill gesture they won't charge me for the month I haven't had any broadband....FANTASTIC GESTURE!!!! Still no broadband. Due to go on on the 24th. Cancellation charge £116 so will have to wait a month or so before I cancel and go elsewhere. High up on my list of bad companies
Reviewer
susi
Location
anglesey
Date
17/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have reoccurring problems with our phone line. To get hold of customer service isn't very easy. It takes week over 24 hours for them to really to an email and you wait for up to an hour to speak to someone on the phone. I can't wait for our contract to come to an end!
Reviewer
tom
Location
southport
Date
17/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Joined Plusnet back in 2013 the service has become congested during peak times on an almost daily basis. but they don't seem to be doing anything about it,Too many customers and too cheap the quality has suffered as a result, As for their support yes British, but most of them haven't a clue about how it all works
Reviewer
R Garrett
Location
Christchurch
Date
15/03/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Having recently moved I chose plusnet over BT and others for my fibre optic broadband as exactly the same line but with a better short and long term saving..
Communication prior to install was excellent with daily SMS and email updates.
Router arrived by post on time.
BT engineer phoned 8am letting me know He was 20mins away...He was polite courteous and removed his shoes. His work installing their modem was finished very quickly he even set up the plusnet router. I was up and running instantly the speeds I'm getting are 38down and 18up which are the top end of the claimed estimates.. I'm more than happy..
Reviewer
Nick
Location
Newcastle
Date
14/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is awful,I ordered weeks ago but theres been problems all the way. No one can tell me whats happening when I contact them but they always tell me someone will contact me, so far I have never had anyone contact me at all! I have no idea when my internet is actually going to be installed!
Reviewer
Derek
Location
Denstone, Staffs
Date
13/03/2015
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
We have a poor line here in Denstone so I moved from BT to Plusnet... and have not really noticed any difference - only its cheaper. However today I find that PLUSNET McAfee does not support MAC PCs (BTs does) - a fact that was not made very clearly in Adverts!!!! BEWARE. The customer services were brusque... read T&Cs carefully - last line in page of writing :o)
Reviewer
Olivia
Location
London
Date
13/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Absolutely awful. Took weeks to get an installation, and now our internet is down and I've tried for days to get in contact. I've tried send an email, using their online chat assistant, and calling. Calling up means wIting at least half an hour-which you're paying for-and I've called 3 times and still haven't spoken to anyone. The online chat assistant refused to talk to me and ended the conversation before I could get a word in because I was not the account holder (I'm his daughter and he doesn't even live near London) but I didn't have. Chance to tell them that. And lastly if you try sending an email it takes them at 32 hours to respond which if like me you have no internet that isn't really helpful. Worst service I've ever used.
Reviewer
Alasdair marshall
Location
Uk
Date
13/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Outrageous. Miss sold product resulting in heavy bills with no recompense from customer services other than "well you can complain if you want but it's just the way it is" I'll be cancelling today.
Reviewer
N. Pew
Location
United Kingdom
Date
12/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
During the initial 14 days the connection was great, however as soon as this period passed the connection has become increasingly unstable requiring multiple resets in order to access the Internet. Do NOT choose plusnet as your service provider
Reviewer
B Shah
Location
Bushey
Date
12/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalled with their service. I joined plusnet in Nov 2013 and ahd no issues for about 8 months. After that, I have had issues after issues. This is the second line my phone has gone dead. The first time, they were able to fix it within a week. This time, they tell me they have no idea because it is an underground fault and they need to dig up..etc. and have to get permission which takes up a lot if time..etc. I have paid for my land line in advance, so they have taken my money but it has been over 2 weeks my land line is not working and they cannot tell me when it will be working. So, I have paid for a service I cannot use. Since Nov 2014 I have had broadband issues where it keeps going off at various times. Every time I called them, I had to wait for about 30-35 mins to speak to someone. Then I got told various things, promises that everything will be fixed but the issue was still there. The funniest thing is that every time I called, the person Is poke to apologised on behalf of his/her colleague for the misinformation they had previously given me!! What kind of company is this? What kind of training are they given where one colleague has to apologise for the other for the wrong information I was given. My land line is till not working; I made a formal complaint and the manager or whoever it was had the nerve to tell me that they cannot give me a guaranteed time of when my issue will be fixed and also cannot guarantee a fault free service!! I requested to be let off my contract but again was told that they cannot do that because the fault was not due to them!!I mean really??? Yes, they use BT services but that is not my problem. I am their customer and if they cannot provide a service then they are at fault. I am now stuck with this useless company. I regret using their services..stay away from PLUSNET!!!! Stick to virgin media or Sky!
Reviewer
Mark
Location
Maldon
Date
09/03/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Main gripe I have is when something goes wrong and you need to contact them - you're hanging on for half an hour before someone is available to speak to you. That's terrible customer service. Customers waiting for than a minute to get connected? I would sack the entire call centre management team! Most companies operate within 90 second call answer rates as their target SLA. God knows how PlusNet can live with themselves, given the time it takes to speak to someone there. Clearly the senior management of this company care given the fact that this is happening ...
Reviewer
C Phipp
Location
Evesham
Date
08/03/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Until recently we had not had cause to contact Plusnet technical support or customer service. Now we have, we fail to understand their claims for good customer service completely.
Sunday 11th January our internet just stopped working. All the normal processes were followed with the technical support team but it was necessary to call an engineer. 1/2 day lost from work , no engineer turned up despite having spoken twice since to the fault team and being advised to pass all new information we had to the engineer visiting Wednesday. When challenged Plusnet just said someone cancelled it at their end and they didn't really know why ! They shut the fault down after engineer 1 assuming it was fixed. 5 engineers, 5 lost days from work they decide it's REIN issue and despite everyone from the faults team to BT knowing it was a dusk to dawn issue, they sent the engineer at 1 pm. This was 4 weeks ago and they have sent 1 text and 1 email since. Having heard absolutely nothing, and suffering without broadband at key times ( after work in the evenings) for 8 weeks we decided to call and cancel our contract on grounds of non performance. Only to be told by the customer service team member that I was telling lies and that I had been getting service. He absolutely refused to take notice of what I was saying about the down times and refused to read their own records to verify this. Infuriating to say the least. Then I spoke again to technical only to find out that they had closed the fault case down again in 16th Feb. 3 times they have had process failures and they will not accept that they have issues!. They need to be on watchdog. We suggest everyone who has suffered from their rudeness and incompetence contacts Watchdog and the relevant ombudsman ASAP.
Reviewer
Keith
Location
Northwest
Date
06/03/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Since i took their "Fibre" 80/20 service it has suffered from congestion during peak times,(slower speeds )and Plusnet seem to be incapable of finding out what it is,this problem has been ongoing for over 2mths with no resolution in sight,I have several friends who live nearby same area and they are with different providers but have the same product 80/20 (FTTC) and they are not seeing the issues that i and other plusnet customers are So it looks to be something that plusnet should know about and be able to sort out
Reviewer
Christine
Location
Baker St
Date
03/03/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband speed sucked, but since they're using BT infrastructure, it's not really their fault. Most of the broadband companies uses BT infrastructure so what is really the difference between them? Customer service. To be honest I never really bothered to call them even when the internet was down or slow as I knew it wouldn't change anything, but the only time I needed to call them was to cancel the account as I had moved out. Every time I called, there was a 15 min queue in their call center. Some months elapsed because i didn't have the patience to wait on the phone for so long, therefore I had to pay for a service I wasn't using. It would have been simpler if I could just send a letter or cancel online on their website, but that was not possible. I have just hung up with them, I've waited 34 mins and 42 seconds where 34 minutes of it I was waiting, and 42 seconds was how long it took to cancel the account. At least the people that run the call center was efficient!
Reviewer
Jon
Location
Stroud
Date
02/03/2015
Comments:
Weve been having problems for months. Slow speed, dropped connection, loss or poor calls. Plusnets technical support is nonexistence and they blame our kit. I've replaced at grwat expense everything. Next to go will be plusnet. I will sign up with another provider. Dont go near them.
Reviewer
degger17
Location
doncaster
Date
28/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have had problems with plusnet from the morning of the agreed and planned for fibre activation day I phoned that morning to ask where my router was and was told it would be in the post. The engineer was booked for a time between 1 till 6. At 1 pm the line went off so I assumed it was the engineer it came back on at 2pm. At 3pm I phoned the supose to be help desk which took 22 mins to ask if the work was completed and did the engineer need to come to the house because he had not arrived. The representative told me the engineer would need to come to the house and put me on another line to find more about what the engineer would need to do. I waited 10min before putting the phone down to continue waiting for the engineer. At 5.15pm I phoned again because it had become obvious no engineer was coming and the help desk knew this but did not tell me. The help desk wait was again 20 mins and then another 15 mins to be put through to another department where the representative told me that they had known for five days that the engineer was not coming out and that the only thing happening that day was my current broadband would be turned off and the plusnet line would be installed and it would be 24 hours before the broadband and fibre could be reordered. So I had wasted a days holiday from work for nothing. If i had been informed straight away I would have been willing to wait., but I know now that I was not told because they were waiting for the 14 day cancellation period to expire. I believe the people on the help desk knew the engineer was not coming but it must be policy not to tell customers. I decided to wait to see when the next activation date would be because I thought this would be quicker than cancelling and moving to another firm, but the next activation date was another two week wait so I decided to cancel with a full refund because they had not provided the service we had agreed. I have been put several questions on their internet help site none of these have been answered I even asked if they would phone me but no one phoned so I again phoned their help desk to see why no one was reading my questions I informed them if they were not willing to give me a full refund I would stay with them if they gave me free calls and caller id for the inconvenience and distress they had caused. The representative said he did not have the authority to offer me this so he put me through to the cancellation line where the representative told me she would have to talk to her manager before agreeing to this. She said she was going to hang up and get straight back to me. I waited 1.5 hours and no call was received I rang again the person I spoke to this time was Andrew Carr. Andrew could not find any recordings from the person who said she was going to talk to the manager. So she must have been lying and had no intentions of talking to a senior and had just put the phone down to get rid of me. In the end Andrew gave me my full refund. Thank God one of your staff listens but its been a very long wasted journey.
Reviewer
Sf
Location
Date
28/02/2015
Comments:
Absolutely appalling service, I have been trying to amend the account details from my son's name into mine as my son previously paid the bills but has been travelling for the past year. After numerous calls to them from both me and my son, who incidentally is trying to call from remotes areas in New Zealand they will not cancel his name on the account. The phone calls to them are horrendously expensive as it can always take between 30-45 minutes just to get through and for my son, extremely high. He has stated in 2 emails to plus net who have confirmed that they have received these but still they insist that they need him to call and confirm. They have happily advised me that once the account has been changed they will greatly reduce the tariff, currently as a person living on my own in a flat and using little wi fi, however they constantly charge me around £35 per month! I am extremely unhappy with this so called customer friendly organisation and strongly urge everyone else to go elsewhere. Unfortunately the area which I live gives a very limited choice of provider, and I do not want to cancel the direct debit and risk harming my son's credit score.
Reviewer
Amjad mahmood
Location
Slough
Date
27/02/2015
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Im with plus net since June 2013 I Switched to fiberoptic June 2014 not had any single issue with speed and reliability I highly recommend fiberoptic then normal broadband & their customer service is five-star and prices are very reasonable.
Reviewer
Jon
Location
Westcliff on Sea
Date
26/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
I have just left Plusnet after 13 years. I thought there customer service was good until today.
They are going to charge me a £30 cessation charge. A charge that was not invented when I joined all those years ago and certainly not in my original t&cs. Hopeless on the phone they don't even understand the point I am making . I don't recommend this company after this mugging which will end up in the small claims court.
Reviewer
Peter
Location
Ipswich
Date
26/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Despite continuing good reviews from Which?, I have recently experienced appalling service from Plusnet. The bills have become increasingly expensive and internet speeds have deteriorated rapidly (it took 6 phone calls and a month to get the speed back up - webpages wouldn't open).
I therefore decided to leave Plusnet in favour of BT and contacted their cancellation service in order to cancel the account. Plusnet sent the MAC code but didn't cancel the service or the account. The installation went smoothly with BT and speed is far higher (double what Plusnet was).
After more phone calls and terrible customer service, always being promised to speak to a manager but it never materialising, I managed to finally cancel (having to instruct my bank to put a stop on the account).
A word of warning do not use Plusnet - waits of over 30mins every time you try to call, they don't respond to emails and will not call back when they promise to. I will be chasing compensation for time and work lost whilst having to rectify this matter.
Reviewer
ThoroughlyDisatisfied
Location
Date
26/02/2015
Ratings
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Very reliable and decent speed but quite frankly the most incompetent outfit I've ever used. Had to make three separate appointments for installation, took a day off each of them and the first two they cancelled without even doing me the courtesy of informing me. When it came time to cancel they said that any outstanding bill would be resolved via Direct Debit yet I have just received an email telling me to pay an outstanding balance or it will be passed on to a debt recovery agency. Their claims about customer service are obviously the product of some jaded and sadistic sense of humour.
Reviewer
Steven
Location
United Kingdom
Date
26/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Typically British company, badly run from start to finish. installation was a joke, engineer turned up three days late and seemed clueless, cocked up the connections on my router and forgot to activate the fibre at the exchange so was stuck without internet for another two weeks till PN sorted it, no apologies offered. At lest 45 minute and often 1 hour plus waiting times to get a call answered, staff seem arrogant and sometimes rude, CONSTANT drop outs of service (every hour or so the connection will drop for 5 mins or so, PN aren't able to help, (even the BT service checker they suggested I used doesn't work correctly!!!). Getting decent speeds when my internet does work which is about 80% of the time.
Reviewer
Sue
Location
Huddersfield
Date
26/02/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Great when the company started up, but much growth within a short period has resulted in appalling customer services - all areas. They are just too busy to respond or assist, that's when you finally manage to get through to them. I have recently complained by email to Chief Executive.
Reviewer
martyn
Location
rotherham
Date
21/02/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Right then, plusnet customer service very friendly on the phone and promise you every thing will be OK.
Now for the translation we don’t have a clue what we are doing and we will get round to it one day.
Its only taken 18 months to get them to install fibre, don't know how they can run that TV add
Reviewer
Mark Brown
Location
Manchester
Date
19/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Sounded good when I signed up I went with Plus net because the customer services were in the UK and they promised a fast fibre optic connection for a reasonable price and they promised no drop off during peak time. However I was a little concerned that there was no cool of period, as soon as it's installed - that's it! but I trusted them. as soon as it was installed we had problems my smart tv is located directly above the modem and it is connected/hard wired with a Cat 6 cable. Even so it buffered when streaming movies. I was paying for 35mb/s which should be sufficient but when I did a speed test I was getting less than 18mb/s I used 2 other speed checkers and all delivered the same results and at peak time the download dropped to 9mb/s and the upload to 3mb/s.
So I decided to call their award winning customer service. After 40 minutes on hold trying to get through I realised that I would rather speak to someone outside the country quickly rather than not speak to anyone in the UK!
I tried on 3 separate occasions with the same results and when I finally got through to them they simply said it mush be my phone line to the house which they could do nothing about. 18 months later now my contract has come to an end I have switched supplier... added to which plusnet have charged me a £30 disconnection fee. I emailed them explaining the problems I have had and they simply didn't care they said Sorry you had issues you should have contacted us more and the disconnection fee stands! I couldn't be more disappointed and I urge people not to be drawn in by their promises like I was.
Reviewer
Colin Cook
Location
Durham
Date
18/02/2015
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
This is a bit of a mixed review which reflects my experiences with PlusNet.
Firstly I had left Sky and moved to TalkTalk who almost bankrupted me by deleting my phone number without notice and issuing a new one which they wouldnt tell me what the number is. As I am self employed this was major. Sky couldnt help as the number had been cancelled and TalkTalk refused point blank so I cancelled the service and came to PlusNet who said they could help - brilliant!
Firstly though there was an error by plusnet as they put the order through on the wrong number so it was rejected. This was only flagged up because I was constantly checking what was happening. Second time though it went through fine although the changeover was delayed quite a bit.
After the changeover I realised I wasnt getting CallerID - this is chargeable extra by Plusnet even though it costs them nothing. £12 a year!
I also realised that the international calling package I'd paid extra for only allowed 300 minutes whereas with Sky it was unlimited. So basically PlusNet was not really any cheaper than Sky for a more limited package.
In the weeks that followed I had a few problems with errors by Plusnet. All were resolved after a phone call.
Whilst on the subject of phone calls, it is great that Plusnet support staff are all UK (yorkshire) based. They are very helpful and in the most part very friendly and knowledgeable. However wait times on the phone are extremely long. Again in comparison to Sky the wait times are terrible although once through to someone the quality of service is good.
Despite being the same line as with Sky my internet speeds are massively reduced. In fact PlusNet now claim my line should be getting 11Mb/s (it is capable of 21Mb/s). With Sky I had a D/L of 16.5--17.5Mb/s and upload of 1.0-1.2Mb/s. With Plusnet this is down to 10.5-13Mb/s down and 0.3-0.8Mb/s up.
Plusnet also have very aggressive traffic management and their peak time (which is actually 16 hours of the day!) can cause real issues with downloads. Choppy video on Youtube and lots of buffering and download speeds dropping to 2.5Mb/s
So all in all they are very nice people who are happy to help but the quality of their product is far below expectations. Additionally I moved away from Sky due to huge price hikes but in reality PlusNet aren't really much cheaper once you take the true details of the packages and compare them.
Reviewer
imran
Location
slough
Date
17/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hi I am a new customer to Plusnet, when I join the service they told me my line speed is 2meg which I will be getting, I was getting this speed with sky before, but after joining Plusnet I am not even getting 1meg. When I called them they said the speed we told you was estimated and they is the speed you will get. I will not recommend Plusnet to anyone and will leave asap.
Reviewer
Robert
Location
West Yorkshire
Date
17/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DREADFUL APPALLING CUSTOMER SERVICE. DO NOT USE THIS COMPANY.
I went to PN as I didn't want to use BT due to past experience by me and friends and family. BT haven't been at all good. However I have recently been told that PN is owned by BT. If this is correct, it doesn't surprise that the customer service and treatment of it's paying customers is so bad. They use the excuse of 'terms and conditions' to do whatever they want to.. Put prices up, even thought you haver a contract, charging if you decide to leave the company. Any excuse to get money out of you. They recently put the line rental charge up by just over a pound a month for every customer. They have over 3 million customers, which means they instantly increased there income by almost £4 million pounds a month. !! Corporate greed and profiteering.
Reviewer
Step Hen
Location
N. Kent
Date
16/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Slow speeds, sometimes slower than dial up. Sporadic broadband service, router not fit for purpose. On the plus side the staff polite & helpful but lack capability to do anything. Worth paying the early termination fee to get out.
Reviewer
P Hogan
Location
Northampton
Date
16/02/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Oh how far this company has fallen. After 3 years of loyal service i have cancelled my contract with them thanks to 22 day fault lead times and 10 day customer complaint lead times. Communictaion from them is poor and in some cases rude, download and upload speed are never what is advertised and they will drop the cost for new customers without changing your price so you end up paying more.
Would steer well clear!
Reviewer
chris
Location
yorkshire
Date
16/02/2015
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I used to get a regular 7 meg plus speed. I now get 5.3 at best. They claim nothing is wrong and blame an extension lead that I DO NOT HAVE. Likely to change ISP very soon.
Reviewer
Veronica
Location
United Kingdom
Date
16/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I didnt think l could hate a British company this much. Problems with them from sign up, to installation up to CASBACK offer to call waiting to speak to Customer Services 15/45 mins OMG they are in communications. After waiting they refused to let me speak to a superviser and said they would email me my outcome. Worse than useless.
Reviewer
Duncan
Location
Cheltenham
Date
16/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
I followed their instructions and sent a scanned copy of my mother's death certificate along with my contact details and offered to settle the balance on the account.
They ignored my contact details and sent a demand for payment by post to her empty house! When I found it I rang the number they gave and was given a twenty minute wait on the phone before some poor bloke received my customer feedback and took my payment.
He explained that they had received my email but some automated system had spotted that payment was late and forwarded the issue to a debt recovery agency. What kind of people choose to ignore my offer to pay and invoke debt recovery instead?
I found the whole experience thoughtless and insensitive.
Reviewer
Graham Payne
Location
Nr Alton Towers
Date
13/02/2015
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I had been with BT for several years with no real serious issues but contact with them when I did have a problem involved frustrating calls to India. Operatives reading from a menu list who were not the slightest bit interested in the fact that I had already tried all of the remedies they read out (I've been in IT for 30 years)before ringing them. That aside they (BT) had begun to charge like rhino's over the past few years and I was paying over £50 pm regularly. So it was with much trepidation that I settled on PlusNet. UK call centre and £15 pm cheaper even when the introductory offer had finished. I had read the reviews on here but I am old enough and wise enough to know that reviews are skewed to the negative. Most people who are happy with their service do not bother to leave positive reviews whereas someone who has had a negative experience will almost certainly have a moan. Anyway, my experience was first class. My fibre plus broadband was transferred seamlessly on the promised date with texts and emails keeping me informed at all stages. My phone changed a little later and again seamlessly. Broadband speed was a little up and down for a week or so until the necessary calibrations had completed but again I was informed this would happen and again I was informed when it had settled to its expected speed. I thought I should do what most people seem not to do and leave details of a positive experience to even out the balance even if only a little. I have put four stars for customer service and for reliability only because its too soon to give an objective score so soon. As far as I am concerned though PlusNet dealt with my transfer faultlessly and for that I thank them and congratulate them heartily. Well done.
Reviewer
Alison
Location
Devon
Date
13/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful, useless company. Took SEVEN months to connect and then Plusnet still didn't connect on the date they finally agreed to. Within weeks prices went up and the poor wifi signal has resulted in many complaint calls to the company. Staff obviously trained to be sympathetic to appease the situation but I found this incredibly annoying and patronising especially as they still didn’t even try to rectify the problems! One call advisor even told me how I should sort out the wifi myself as Plusnet only provide a basic router. Will be leaving as soon as possible.
Reviewer
Liz
Location
Strathclyde
Date
12/02/2015
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I have only been with plusnet for over a week, so early days. Everything went smoothly from start to finish. Polite helpful staff, engineer polite and helpful and arrived on day stated. Broadband speed fine.
Reviewer
Darius
Location
Hackbridge
Date
11/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They are just useless!
It took them 6 weeks and 8 attempts to come and install my phone line, on most visits engineer was only coming to say I am the wrong engineer! and then again I had to wait for another booking in more than a week time if lucky to hear the same thing again and again and again!
Some of the engineers were just clueless and I had to tell them what they need to do, and of course they didn't know how!
Customer service on the phone was a mixed experience, some were nice, polite and apologetic, while most others with sloppy-shoulders and often rude!
I finally decided enough is enough and cancelled! and guess what, in less than a week I was all up and running using another provider (that very big one as a clue!)
Just don't waste your time with Plusnet! It dose not worth it and considering the time and energy you waste, (even if you are on minimum wage) you would still loose big time!
Reviewer
Chris F
Location
WILTS
Date
11/02/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
After being an uneventful 5yr + Plusnet ADSL customer I decided to stick with them for fibre upgrade.
In short it seems an 'automated order system failure' meant nothing happened to trigger my order despite me getting emails telling me when I needed to stay at home for the engineer to arrive.
A long wait for telephone customer service and they COULD NOT CARE (I felt like non of my previous years of custom mattered) and they did not even offer any sort of fix than I was to ring up plusnet sales.
I decided to move away.
In moving away I found much better offers as a new customer.
They have grown too big now and become chaotic.
Reviewer
Chris Fitzpatrick
Location
Notts
Date
11/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I switched from bt to plus net and from day 1 my problems started. After fitting the plusnet router I only had a wireless signal in the room it was fitted in, whereas with bt it had been throughout the house. Complaints to plusnet were treated with disdain keeping running through the installation procedure as if I was a moron, but I persevered until all they would offer was a new router which I duly installed, which made absolutely no difference. I then gave up with them and tried to solve the problem myself with boosters etc to no effect. Then when my contract expired with plusnet I immediately switched to bt, got their new router in, hey presto I had a signal throughout the house again!
I thought that was the end of my problems and I just moved on but then as if to add insult to injury, plusnet kept on billing me even though I had transferred to bt, and it wasn't until I cancelled the direct debit that the issue was crystallised. But even now 3 months after switching, they are chasing me for a payment not made because I had cancelled the direct debit. I suppose they are all as bad as each other but the hassle, cost and appalling equipment provided by plusnet must make them the worst of the all. Do not use plusnet is my only comment, life's too short!
Reviewer
Phil C
Location
Chorley
Date
10/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Awful, awful, awful!! I joined because of the £70 cash back incentive. Service was delayed by weeks because of technical problems and they had to send engineers out 3 times. Voicemail messages from Plusnet said no access to property needed and then on the day of visit from the engineer, he left a voicemail message saying he needed access!!! Recieved an email from Plusnet during this time saying they were pleased to report that the system had been live for 14 days and download speeds achieved were greater than initially anticipated!! Eventually went live but service intermittent and download speed poor. Still waiting for my cashback 5 weeks after promised!!! Avoid them like the plague!!!!
Reviewer
elena
Location
london
Date
09/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
The most appalling, rude and wholly unsatisfactory service. Lots of hidden charges as well.
Terrible, would never use them again
Reviewer
Ricmchale
Location
Leamington spa
Date
07/02/2015
Comments:
Their site doesn't provide an actual sales number to buy their products? The provided numbers put you through to a generic customer service number that rang for over 10 minutes. I gave up what total IDIOTS. I'm off to buy from a company that lets you talk to their sales team.
Reviewer
Heather
Location
Berkshire
Date
06/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We recently moved and signed up for Plus Net on the 12th of January. Every Friday since that date they have claimed our internet would be ready to go, this was clearly a lie to keep us hanging around. They won't talk to me claiming they can only speak with my partner, he has tried to make me an authorised caller, but this process takes weeks, Now they are saying we will have internet by the 13th of February, but I'm assuming this is a lie as well. I wouldn't sign on with this company of incompetent liars!
Reviewer
scott walker
Location
sheffield
Date
05/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
i Signed up for Fiber beginning of august 2014, was advised it would take up to 4 weeks to complete the installation.
5 months on and countless lies, miss-information, line faults and even blackmail from plus-net support, the fiber broadband was finally installed.
i was also told i would relieve 3 months of the package FREE and that they could do me a better deal on the package i previously signed up for in august.
this information was also lies.
i am now having to pay the 1st 3 month despite being told it was free, and my overall bill has been reduced by about £1 a month (£15 over 9 month period) and then for the remaining 9 months it goes back up to full price!!
in short i have received little to no compensation for the hassle and stress caused by the miss-information, lies and blackmail this company seems to revel in.
i would not be with Plus-Net had i not been blackmailed into staying by their cancellation dept.
i would not recommend this company to anyone.
Sign up at your own risk!!
Reviewer
Rob
Location
Bedford
Date
03/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Jess
Location
London
Date
03/02/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I was promised an automatic (sent by cheque within 60days) £50 cashback when signing up, when my confirmation email didnt mention the cachback I rang up to check it add been applied, she confirmed it had been and yes it was automatic, 5 months later and many, many emails and still no £50, first they said there was no offer, then there was but I wasnt entitled, then I was entitled but did not claim it in time... useless. Broadband speed seems to be ok most of the time but online tv frequently freezes, connection drops and signal barely reaches the next room.
Reviewer
keith sheasby
Location
Tamworth
Date
31/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
do not go with this company wish i had read the reviews before i took out a 12month contract broadband speeds vert very slow keeps dropping out 40min wait today to speak to customer service. will not be renewing my contract with them after 12 months.
Reviewer
Derek R
Location
Wirral
Date
31/01/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Into my second month now with PN.
What a difference to the slow offering I had previously from Sky.
Change over went exactly as I was advised, router landed when they said it would, Openreach chaps came and did their bit when I was told they would (they were actually an hour early!).
I was overcharged on my first bill by £5, but a couple of emails later, that was credited back to me.
Getting Fibre free for 6 months is a great bonus, and at a cost of £5 or more less than Sky, I can't fault PN (And their fibre speed is twice what Sky could deliver)
Well done Plus net.
Reviewer
Ben
Location
Burley in wharfedale
Date
31/01/2015
Comments:
Gave notice and asked for Mac code to go to BT. Next day broadband speed slowed down to 0.2mbs now still have a week before switch over. Are plus net breaking a code of conduct. I don't think it is anything to do with my kit.
Reviewer
unhappy chappy
Location
darlington
Date
29/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
the worst experience of my internet history, i have used virgin/sky etc which all have been perfect, switched to plusnet and it is a living nightmare, i am being cut off daily 2 or 3 times, when i rang up the 8th time they had me taking my phone socket to pieces to try to fix the problem myself haha what a joke im no engineer, there customer service is non existent, they had the cheek to offer me a £2 discount for all my troubles even after admitting there is a fault (insult) is the word for that... the sooner my contract is up the better, put simnply plusnet are horrendous, im giving 1 star all round as there is no option to give a 0 star rating, 1 star is still generous, to any potential customers please avoid and go somewhere else as you will regret it otherwise !!!
Reviewer
Carol
Location
South Suffolk
Date
29/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Surprised speed is so poor and always an excuses. Worse than it was with B.T. wired connection! I believe i have been miss sold fibre as the cable to my house comes over fields, was assured by B.T. and Plusnet it was fibre and the wiring across the fields would not be a problem as would be fibre optic either side! Silly me I'm thinking as I think of the story of the Kings new cloths. Was warned of priority usage, by Plusnet, slow me down to speed up someone else - yep I'm sure it happens!
Save spending out money to leave Plusnet don't go there! Being a pensioner on a low income I can't afford to leave at this time. Rely on broadband as live in rural countryside and seldom see anyone, it's contact with friends and family for me! Need shopping on line esp. groceries, it's so disheartening when you try and amend a shopping order and broadband is so slow in the evening when others are doing the same - points to priority use or my being far away from exchange which I was told was no problem with fibre optic connection!
Not a happy bunny wish I had stayed with BT sooner the devil you know!
Reviewer
Robbie
Location
Southport
Date
28/01/2015
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
After i changed provider Plus net where still billing me 3 months later Then i got another bill for £42.55 for cancellation charges after they said there wouldnt be any.Customer service is really bad and it takes at least 15 mins to get through. On a positve note broadband is pretty good but i would not recommend.
Reviewer
Daniel Williams
Location
Redditch
Date
28/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I chose to go with Plusnet in Sept 2014 after three solid years with Virgin Media purely to reduce costs. We had everything installed at our house in Birmingham as per the dates and things were going pretty well. We moved home on December 17th and arranged for our broadband to be moved to our new address. We were told it would all be sorted on the 24th December, so Christmas eve, Christmas came and went, as did New Year - still nothing. We finally got online on 7th January. About a week after this the broadband went off, this was because we changed our direct debit details and apparently this hadn't gone through in time when the bill was requested. We subsequently paid this over the website and we were back up and running. Suddenly out of nowhere our broadband went off again on 22nd January. We tried to call Plusnet on their 0800 number but our phone line wasn't working so we had to use our mobiles. We were on hold for over half an hour before we ended the call still without an answer. We decided to try to contact them through the website, where we finally started getting some responses. We were told that they can look into the problem but we may be charged £50 if it is a fault on the internal wiring, which I was shocked with as we haven't touched anything in our house and we only use the wifi for logging onto the internet. I told them we won't be paying anything as it is a problem on the line into our house. We have basically had to accept the liability of a £50 charge just to get them to speak to us on the fault. Subsequently they have asked me for my mobile number, which they already have, and some dates that I can do. I told them on Tuesday I could do certain times that week and they never came back to me, so now I have to rearrange next week so they can send someone over. I was then sent a link to a youtube video to check my phone line, which I found bizarre. I work as an electrical engineer for a large consultancy so I think I know how to check a line in my house! We still have no answer from their customer services department as to when they are going to actually bother to fix their line. My wife works from home so she has had to go to Costa just to get online. They are an absolute disgrace and they need to start getting a grip, I don't know what has happened to their company they used to be pretty good but they are awful now. I wish I could cancel my contract but I will have to pay the remainder of it. TRUST ME IF YOUR THINKING OF USING PLUSNET, DON'T, THERE ARE MUCH BETTER COMPANIES OUT THERE, LIKE SKY, VIRGIN, TALKTALK ETC - AVOID PLUSNET LIKE THE PLAGUE THEY WILL NEVER SORT THINGS OUT FOR YOU - THEY JUST SEND LINKS TO YOUTUBE VIDEOS TO FIX FAULTS - ABSOLUTE JOKE.
Reviewer
Tony Oldfield
Location
Edinburgh
Date
27/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is very poor. Do not trust the online chat service.
When things go wrong they are of no help, and seem happy to loose a customer rather than make up for their mistakes.
Reviewer
Coopertroop
Location
York
Date
27/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One star is far too generous for this utterly disgraceful company. The absolute WORST company I have ever dealt with. Have left me without a land line or broadband for over a month now. I've rung and rung and rung - sometimes up to 4 times a day EVERY DAY for the past month. Each time I have to repeat myself to a different representative and am told that the last person I've spoken too has misinformed me. There Customer services are polite but TOTALLY INCOMPETENT!!!!
It has been a catalogue of failures on Plusnet's behalf and on the meantime I'm being told (for the fourth time now!!!) I'll have at least another 5 working days before broadband can be switched on. In the meantime Openreach are telling me that there is a fault with the broadband line which they can't mend until Plusnet give the go ahead to send a broadband engineer which they won't do until the Order goes through in five days time. I will then have to ring plusnet to book the engineer which will take a further five days!!!!!
I have written this in the hope that someone from Plusnet will read it and get this sorted!!!!!! SHAME ON YOU PLUSNET!!!!
Reviewer
nath
Location
dorset
Date
27/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
OMG, what a bad service in every way! I stayed with them over 2 years and really regret it now. The broadband connection was very bad, always unreliable and very weak. My line stopped on 4 to 5 times a day but until 10 times, it's not considered a fault to them! so you have to pay and cope with bad connections. I only had a max of 0.5 MG if lucky, now with BT same line is giving me 2MG! I called to cancel my contract and was told that my fee was £60. Now they are asking for a massive £139.90 for the remaining months on my contract. I have an email confirming my exit fees but they don't want to acknowledge it, stating their T&Cs. They rip you off, bad at customer service, don't know how to provide a reliable broadband and are more expensive than BT at the end so why would you go with PLUSNET???
Reviewer
Richvera
Location
London
Date
23/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Plusnet is horrible. Every time you want to speak to them, you have to wait AT LEAST 30minutes to get through. We have had 5 (!!) engineers coming to our house (5 days we had to take leave and lost money) and when the 5th one came he was in in 5 mintues and did not understand why it was so difficult for the others..
We got some compensation but losing so much time, money and patience is hard to compensate. We waited 2 months on top of the month we already had to wait. My name (girlfriends) is not on the account but is in the username and I could not change the address, fair enough but when I asked him (after 45min on hold) if he could call my boyfriend 'to confirm' he said that he could not do that. Horrible customer service, AGAIN.
FInd another company, maybe one that is more expensive because the frustration is really not worth the difference.
Reviewer
Claire
Location
Leeds
Date
22/01/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I have been a customer with plusnet for years, and decided to move to sky recently as I got a better offer. If you work during the day and need to call them in the evening it is completely impossible to get through to anyone. Call waiting times are generally in the region of 45 minutes which is just unacceptable. I am currently queuing to pay a cancellation charge I was unaware I'd be getting but was clearly hidden in the small print somewhere and have been waiting for 20 minutes and counting. I am not impressed with Plusnet at all and have no idea how they have any reputation for good customer service. The waiting times themselves are an indicator of shoddy customer service to me. DO NOT USE!!! I'm much happier with sky.
Reviewer
Jonw
Location
York
Date
22/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Plusnet changed my going live date 3 times ad forgot to tell my previous provider so was without Interent for 24 hours.
Referral not showing & been told I have to get the person I referred to phone or email them to clarify I did indeed refer them (even though I was actually there at the time they signed up and input my referral info).Customer service were polite enough but no help at all.
Their ticket system only ever gets answered if they feel like answering otherwise you could be waiting for ever.
Absolutely digusted with them and I have not even been live for 24 hours yet...
Avoid at all costs. I will be taking advantage of the 14 day cooling off period and leaving ASAP.
You have been warned!!!!!!
Plusnet do not "do you proud"
Reviewer
CJ
Location
Moray
Date
22/01/2015
Comments:
Just appalling in every respect.
We pay considerably more per month than other areas dues to our location, which is fine, we accept that. What we don't accept is that the service provided doesn't match the price paid.
For the 4th time within 18 months we're without broadband. The same checks are carried out each time with the same results, there's no apparent desire from Plusnet to find the cause of the problem, and certainly no urgency.
If you have an option for service providers I'd urge anyone to go elsewhere, Plusnet are to be avoided. The only reason we're still with them is that we need the service fault rectifying before we move to another provider.
Reviewer
Andrew
Location
Sheffield
Date
21/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Speed was always poor and connection erratic. Changed to EE and speed was immediately excellent and connection continuous on same landline etc. Despite excuses and prevarication for over a month, Plusnet now want to penalise me by charging over £50 for cancellation which they intend to take from my credit card without my permission. Be very careful if you deal with this organisation!
Reviewer
Steve
Location
NW Kent
Date
20/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Reading the past reviews I'm doing OK. Signed up 29th Dec and I am still waiting for the goods and services that I agreed to enter into a contract for. No phone service or broadband. The router failed to arrive, I chased and I was told it was not sent yet. Apparently sent again! Nothing to date. The couldn't care less attitude was apparent from a person I spoke to at 'tech support'. Brilliant advice given when I stated I wished to raise a complaint. "You need to do that online" Tell me how I will do that then? He really didn't give a damn..Plusnet are not fit for purpose.
Reviewer
Muhammad
Location
Cottenham cambridgeshire
Date
19/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Pathetic customer service..slow speeds..unstable internet..would rip you off upon cancillation..tried to charge me for one extra month..upon asking reduced it to one month with no apology..very rude customer service assistant..
Reviewer
Ray
Location
Derby
Date
19/01/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I just changed my package to Fibre and as normal customer service were great. I have been been with Plusnet and Force9 before that for over 12years. Never had a problem and they have always done what they said. Looking at some of these reviews it seems people forget that it is BT who fit and maintain the lines.
Reviewer
J Rimmer
Location
London SW19 3RD
Date
17/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
We've been with PN for just over 6 months and already we have suffered outage twice. Currrently we've been out for 3 days with no sign of when a repair will be forthcoming. The communication between PN & BT Open Reach (who do the repairs) is very poor. I have ben told today that following the the estimated time of repair (48 hours) BT have another 72 hours to get back to PN with news. In this day and age this is clearly unacceptable. If you are thinking of joining Plusnet, don't.
Reviewer
Meldrewman
Location
Devon
Date
15/01/2015
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Recently switched from BT to Plusnet to take advantage of considerable savings. Transfer and set up was very straightforward. An issue arose over vouchers that were supposed to come with the package. These did not arrive. I used their website to sort it out. Average response time for each query was about 30 hours. At one point I was told I would have to wait a week to receive a link in an email!! In the end, even this was a day late. Now sorted however. My main gripe is the thoroughly nasty router provided (technicolor TG582n). Its range is abysmal and unless I'm in the same room the signal strength drops off dramatically. In the same room signal strength is about 86%. In the next room this drops off by 20%. In my bedroom (about 15 metres away) the signal drops to virtually nothing. I will either have to accept staying in the lounge or buy my own router - ugh
Reviewer
sugary12
Location
Staffordshire
Date
14/01/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Not very often do you find a review to say they're having a good experience with a provider, and I've definitely had bad experiences in the past with different ones I won't comment on.
I've been with PlusNet now since Aug 2014. The set up was very smooth, I did it online. I was asked to pay a months worth upfront, which I paid there and then. They sent a confirmation email almost immediately. A week later they sent the set up box containing everything I needed, but was asked not to plug it in until the date they requested, I think it was around two weeks after. I plugged it in on that date and I've not had any problems really.
We have 7 devices connected wirelessly to it and a console connected via the Ethernet cable, granted not all at the same time but there really hasn't been a problem with the connection and speed. It always goes as fast as the device will keep up with. It's very reliable and even when going out of range which is usually around two doors up when standing outside, as soon as you walk back into range you're connected again.
I've not had to contact the customer services up to yet so I can't comment on that part, but as far as my bills are concerned they're the same amount every month, which is the amount I had agreed to when signing up and it's taken out on the same day every month.
Reviewer
purpleguy
Location
South Yorkshire
Date
12/01/2015
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Was fine, albeit slow and suffered a few drop outs on my router, stayed with them for 6 years.
Then, all of a sudden, a charge appeared on my bill for £20, which nobody could tell me what for, instead choosing to baffle me with nonsense. And then, I decide to move away and they slap me with a £30 fee for cancellation, out of contract, and don't tell me about it - instead use quite a threatening sounding e-mail which says they will 'take further steps'.
I won't be back.
Reviewer
Colin davison
Location
Ashington
Date
12/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish no wonder it is cheap lost count the times I have had to phone them down to 1.5 will be moving to another company ASAP when contract is up having to phone again today another 15 minute wait
Reviewer
Purplebus
Location
Scotland
Date
11/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Afer 12 years of being a Plusnet customer I decided to transfer to a cable ISP to be able to get their TV service. I thought that this would be a simple matter but how wrong I was!!
I telephoned Plusnet cancellation department on the 20th November. I spoke with Sarah, cancelled my account and paid all outstanding bills in full by debit card. Sarah confirmed that my account was closed and that there would be no further contact from Plusnet. A day or so later I cancelled my Direct Debit at my bank.
Sarah's comment was far from correct. Within a few days a received notification from Plusnet that they were to take my monthly payment by Direct Debit. I posted a comment in the Support area of the Plusnet and in a telephone call was told that the matter would be corrected.
Wrong !! I then received a barrage of texts and emails complaining that they hadn't received my monthly payment. Each time, I posted on the Support pages and telephoned, pointing out that my account was cancelled and I owed no money. Obviously, no one at Plusnet read these comments or took any action to deal with what was happening.
The final straw was when I received a further email threatening me with the news that Plusnet would involve a Debt Collection Agency if my bill was not paid immediately.
So, I telephoned Plusnet again and after hanging on the phone for 32 minutes my call was eventually answered and I was put though to Sam in 'cancellations'. Sam was totally laid back about the situation; descibing it as 'a bit of confusion in Plusnet'. He also totally dismissed my suggestion that Plusnet should pay me any compensation in recompense for all the trouble I had had.
He agreed that he would confirm in an email that my account was closed , that no money was outstanding and that there would be no further contact from Plusnet. Not, surprisingly, I have not received an email which includes these points.
So, there's my tale of my service experience from Plusnet - as far as I am concerned, I am very pleased to have discontinued my custom of a business that treats its customers in such a shabby way.
Reviewer
Stephen
Location
United Kingdom
Date
09/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We changed from regular plusnet to plusnet fibre unlimited only to find that plusnet traffic management policy means we are restricted to 2mb download in evenings or often no internet. After midnight it download jumps to 35mb's but so what at that time of night. Its such a waste of time and money.
Basically we have no internet to speak of and its an 18 month contract. Complete and utter rip off, unless you're in all day or an insomniac. Never again.
I just wish we had known that plusnet do peak time throttle like this but it gets us out of an evening if we have to find internet somewhere else, cafes, libraries etc.
Reviewer
C Berry
Location
East London
Date
09/01/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I signed up to Plusnet a week ago. Within 1 hour my phone line had been reactivated and I was able to make calls (there had been a service with another provider approx 1 month ago, so the line did not require an engineer callout). Now 1 week later I received an email to say my broadband was live and I set up the router using the instructions. I just started using it and the speed is great.
Also I did call the Helpdesk this morning just to check when my broadband would become active and they had told me today, and seemed well informed and were very helpful.
So I am very pleased that I chose Plusnet. So far I would rate them 10/10.
The package I chose was unlimited broadband and free weekend and evening calls. Very happy customer.
Reviewer
Lindsay
Location
Manchester
Date
07/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Inept and despicable customer service. Virtually impossible to contact . Make leaving un achieve able. Refer erroneous debts to collecting agency. Thief sand vagabonds. Buyer beware. Do yourself a favour , simply avoid at all cost
Reviewer
Catherine
Location
London
Date
07/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Very poor and slow at organising connection.
After being given the option of when I'd like the engineer to install my fibre optic broadband Plusnet then decided to arrange for them to come on a completely different day. I phoned and told them that I was not available on the day they had chosen so I got a new date. The engineers still came on the date that plus net had chosen that I told them I would be unavailable for. I confirmed the agreed date with them that came and went with no engineer and they then gave me another date which I can't do in another two weeks time. This is now over 6 weeks from signing up. Unacceptable!
Reviewer
Mikey99p
Location
Wales
Date
06/01/2015
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Expensive compared to other providers, up to 40mb on fibre and an extra £5 a month to get the 'full' 70mb that other providers are offering for cheaper! Also dishonest, I was basically misled regarding my fibre package and what discounts would be available and am now faced with a fight to get out of my 18 month package without incurring almost £300 in exit fees. Not happy.
Reviewer
Paul
Location
Ripon
Date
05/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This must be the worst broadband company I have come across for a long time. We have been waiting since the 4th December for a connection and due to a technical fault we are still waiting a month later. Every couple of days we are told it has been put back a couple of days. To speak to customer services you have to wait between 15 - 30 minutes.... Nothing to be PROUD off Plusnet.
VERY POOR SERVICE and we will changing providers as soon as we can.
Reviewer
Richard Taylor
Location
Manchester
Date
05/01/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
I have been with PlusNet for over 8 years, including 3 house moves.
During this time, I have always received good customer service from knowledgeable staff.
Prior to PlusNet I was with Orange, Wanadoo, NTL and others. Having a competent person at the end of the phone / ticket system is still a refreshing change!
Response times for customer service has increased since they became more popular - from ~2 hours in 2007 to 48-72 hours now. However, from my experience they have kept the technically competent staff.
I have just upgraded to fibre broadband and couldn't be happier with the way the process has been handled so far.
Reviewer
Michael Pfeil
Location
Norfolk
Date
05/01/2015
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
It works, it's reliable, simple, straight forward. Just does the job without fuzz.
Reviewer
Fifi
Location
Kent
Date
04/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with plusnet 2 months now and I am very disappointed. The speed is very up and down but generally never makes it above half the speed we were told we could expect. The connection drops at least 3 or 4 times an hour. Customer services are only contactable by telephone after 45 minutes on hold. I have contacted them by email and they agree there is a fault with my Internet but they still haven't fixed it. They have billed me line rental each month even though I paid a year in advance. All in all, a shambles.
Reviewer
Ollie
Location
Wiltshire
Date
02/01/2015
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Shocking! After being promised a technician would arrive to install a line on New Years eve and my self and my fiancée taking the day off and staying in until 1900 no one turned up, quelle surprise. This was after waiting weeks for someone to come out. They now say I will have to wait weeks again. Obviously I cancelled my order as no more time can be taken off work. They even admitted this is a common occurrence as there systems lose orders. Getting a bit fed up with the customer being seen as a figure of fun.
Reviewer
David
Location
wirral
Date
30/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Moved from BT to plusnet because of the poor service offered by their Indian call centre. I asked BT to negotiate a new contract 1 month before the contract expired. Rudely told No!!! When I terminated they asked Why Why...and was called many times. BT were told to release at 3am so as not to cause a disruption. BT decided to disconnect 24 hours early....
currently we have no line, as a fault has appeared on BT cable that we all pay the 16 GBP for.
plusnet claim to be powerless and BT will not take my calls.
the line is important as my father's emergecy responce is connected to the telephone line. But neithrr BT or Plusnet are proactive on the matter.
No phone so far for 3 days......
as for broad band BT had stole many years money off me as they charged for fibre optic, I am in the sticks on copper cables. Local box is active since 3 months. But Plusnet blames BT... etc
Reviewer
John
Location
Lincolnshire
Date
30/12/2014
Ratings
Speed
1.00 stars
Reliability
2.00 stars
Comments:
They are the worst example of 'big brother companies' that actually don't listen to anything you say, that is if you are lucky enough to speak with anyone!
Reviewer
Lisa Jones
Location
Date
29/12/2014
Ratings
Satisfaction
1.00 stars
Comments:
Absolutely disgusted with customer service plusnet have been over charging me I have been waiting for a call back from them to resolve situation since 10th December, staff do not have a clue what there doing, strongly recommend not to use plusnet, service is non existence, don't answer your complaints or queries, they are unbelievable and website login page is rubbish. To top it all they don't listen to you they think there right about everything when actually don't know what they are doing and we have spent 6 hours trying to get in contact with them to no gain. My advice don't use plusnet. The star above will not come off I give them no stars at all.
Reviewer
kieran
Location
burton on trent
Date
28/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't bother, I've never dealt with such a poor company. The customer service is shocking. I cancelled sky in hope of getting cheap fibre from a customer supported company.. I was so wrong. Order placed almost a month ago and still nothing. I'be been told, if I don't cancel tomorrow they will charge me £210 ..... considering I've not received anything from them ..... I'd say that is pretty steep. I will never deal with them again ... I wish I had seen the reviews here before even bothering.
Reviewer
Chris mcelevey
Location
Worcester
Date
26/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
8 months of the worst internet ever if they can fix on the phone after waiting 30 minutes to get answered they will try but anything over & above this you are on your own
About to try another provider hope they Are not all as bad
Reviewer
DeanT
Location
Stockport
Date
23/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I don't usually write reviews however plusnet have been so utterly poor in every possible way I feel compelled to advise everyone to stay away from this provider. The number of problems I have is simply too long to publish.
Reviewer
Armond Ghahramani
Location
SE17
Date
22/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Linda Greenwood
Location
East London
Date
19/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Over the years I have used Virgin, AOL and EE but none have given me the appalling service I have received from PlusNet. I was with them for a year with standard broadband which was OK and then made the mistake of switching to fibre broadband. Since then my connection on wifi has been slow and erratic; I have lost connection whilst writing emails, shopping online, and watching iplayer. And PlusNet's response? I have been told that it was BT's fault and I should complain to them (I don't have a contract with BT), then I was told that wifi connection can be poor with fibre so I should use a cable (later denied)and last week I was told to go into the router and try all 13 internet channels until I find one that is satisfactory. This is PlusNet's 'award winning service.' My advice - don't go anywhere near then.
Reviewer
dan
Location
bham
Date
19/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Unable to comment on broadband speed and reliability, because the company have not been able to send me my modem yet - 2 weeks after ordering, and them telling me on the phone that modem will arrive 'over the coming days'. Dealt with a dreadful salesperson on the phone, who spoke faster than one can understand. Tried ringing today regarding the modem - 30 minute waiting time. Emailed cust service - email bounced back as they don't accept them. Not impressed so far.
Reviewer
Graeme
Location
Stockport
Date
18/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
HELD TO RANSOM!
We're moving house, they want to double our monthly broadband cost and tie us in to a new two year deal. This is scandalous. Not to mention the 47 minute wait to be answered and 19 day delay until the new service is active. I'm off back to BT.
Reviewer
Hilary Griffin
Location
Birmingham
Date
16/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
I renewed my contract with Plusnet which included a £75.00 bonus. Due to confusion on my part I did not claim the bonus. Contacted Plusnet to claim bonus. They refused to give it to me claiming that the "offer" had expired 2 days ago. Another advisor falsely claimed that it was "a one day only offer". This was NOT an "offer". The bonus formed part of the contract. I sent an email to the CEO. This email was ignored. After writing a critical review online I was told that they would be contacting me. No-one has been in touch. This service is abysmal. Avoid them like the plague as they simply don't care about their customers.
Reviewer
Steven Dunbar
Location
Dundee, Scotland
Date
11/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I called Plusnet to get broadband and a phone line. I was told it would be 10 days and was given a day and date. I THOUGHT GREAT. I was given a time of between 8am And 12pm. I waited in only for the engineer not to turn up. I gave them a call and they rearranged it for the next day between * and 12. You got it, no one turned up. I again called and it was rearranged again, this time for in 2 days time between 12 and 5. No one showed up again. I again called them and the told me my phone and broadband was on and working. I tried the phone line and yes the phone was indeed working but my broadband wasn't. There help desk told me that the engineer should have left another box to go with the modem. I told him that an engineer hadn't turned up on the last 3 occasions. He said he would have to book another engineer. I then emailed the CEO of plusnet and the engineer came the next day and my broadband was up and running. "Great you would think" Well no. its now 2 weeks into my contract and my broadband isn't working at all now. Thats 3 days and they say it may be a week before I can get an engineer. MY ADVICE STAY WELL AWAY FROM PLUSNET. BUNCH OF COWBOY'S
Reviewer
bluerose
Location
Oxfordshire
Date
10/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Awful awful company. We signed up for one package and were given a totally different one that cost twice as much. After complaining again and again we got nowhere and have not even been offered a refund. We ended up leaving and to top it off they kept asking for payments months after leaving them. Also beware when you leave them as even if u inform them your leaving if you dont request a certain code they will charge you an extra £30 to leave! Apparently its in the very small print!!! Overall a horrible experience, with really really unhelpful no nonexistent customer service.
Reviewer
Timbob23
Location
Addlestone, Surrey
Date
10/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Worst customer service I have ever come across - they're even worse than Talk Talk which is saying something. From the very start of the 18 month contract they got the pricing wrong. When I went to renew the contarct as I was quoted one excellent price then that was supeceded by a lesser discount and at that stage I decided "enough is enough" but they continue to excel themselves in the stupidity stakes.
Now when I am leaving them they cannot decide whether I need a MAC code or not, with one advisor saying (on the phone and by e-mail that I do) and another stating by e-mail I don't and a third muppet saying they are both right! Honestly you couldn't make this nonsense up. Moving to the parent company BT very shortly and I'm sure Plusnet will mess the transfer up as they are absolutely useless and I won't be going back to them - AVOID LIKE THE PLAGUE.
Reviewer
VerySad
Location
United Kingdom
Date
10/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am sure PlusNet works OK for some. The problem is the broadband service is wholly unreliable at various point in the chain between the internet and even one computer, especially via Wifi.
Using the router's built in tools, the broadband itself fluctuates massively between 63Mbps (it's a 76mbps package) and 9mbps. The Wi-Fi on the Technicolour router is chronically bad on anything other than Mac devices, apparently because of the way the radio frequency protocols work. The fastest I have ever gotten from the system when it had 63Mbps was 34Mbps and that was right next to the router. The router is at one end of the house and a fixed PC the other and I have been as low as 0.34Mbps, for Fibre.
I just couldn't get my head around how I was seeing speeds this slow on a fibre connection. At the same time I check the router speed and it was at the 9Mbps. So you get a chain of things going wrong, each reducing the quality of the already poor 'previous step' by another order of magnitude.
This ridiculous quality of technical service has been the same in Manchester and in London. I've toyed with the idea of buying my own router.
I've not tried customer services yet, so can't comment on their abilities (so I've marked it a 3), but one thing I recommend with any broadband contract is don't expect what you get the day it's installed to be what you get in 10 days time. Traffic shaping, that all providers use to balance internet loads takes time to rebalance networks. So when the engineer leaves, the speed you get in 10 days will be different to how it is when installed.
On the plus side, the upload speed is very good. In fact, it's unmatched.
I was previously with Virgin Media, with 152Mbps but had to move to someone else because VM don't cover this area. I can't tell you how much I miss it. As someone who routinely works from home, this is a very costly problem for me because it impacts the speed at which I can work. However, I don't want to pay for a dedicated line as I can't justify the expense.
Reviewer
Steve
Location
Newport South Wales
Date
09/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Plusnet allocated a telephone number to us. from day one we had constant calls for a chap who is obviously in serious debt. We contacted plusnet and we can either pay £35 for a new number, £4 per month extra to filter calls or £40 to terminate the contract. Customer services were patronising and were of no help. We are moving to another provider.
Reviewer
Sandy
Location
E Sussex
Date
08/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When I purchased this I was given an installation date on the +net web site of the 22nd (2 weeks time) a long wait. The next day I got a text stating it would not be the 22, but the 24. But since paying the best part of £100 I have received a number of texts each telling me it will be a different date, now it's moved again to the 25th. And that's not the end of it, that date is only for the phone line and I will have to wait up to another 2 weeks for them to switch on the Internet. NEVER USE PLUS NET Unless you want to wait a monthly to get online!
Reviewer
Phil Whyte
Location
Alton, Hampshire
Date
08/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We have had Plusnet for around 4 months. Since being installed we have had severe issues with performance since day 1.
The first issue is the general performance of the Broadband, which peaks at around 4.3MBps download (well below the stated maximum of 7MBps), but more of an issue is the Upload speed, which never seems to get above 0.08MBps (a paltry speed compared to the maximum which is stated as being 0.7MBps).
After many, many calls and onsite checks (by BT), we are consistently fobbed off, the latest being that "There will always inevitably be times when performance will drop).
The second issue is that we suffer at least 4-5 complete outages per week, and have occasionally experienced 3-4 drops in service in one day, resulting in having to restart the router and suffering no service at all for a few minutes.
We are a business where 90% of our work requires internet access. On top of that, we have a web site development team - god knows how many hours have been lost through poor performance and related issues such as losing session ids to keep connected to the web server.
We have had a new router, new connection box and multiple times when updates following the open incident have never appeared. Additionally, having to wait for an average of 15 minutes to have a call into the Plusnet Business Customer Support services answered, I have to also rate the the customer service as very poor overall.
All in all, a very poor service and time to consider cancelling the contract and looking for a more reliable service provider.
Reviewer
Riz
Location
Bolton
Date
07/12/2014
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
If I could give zero stars I would. My connection cuts out every 30 minutes. Plusnet told me it's because my router is nearly 6 years old since that's how long I have been with them. But they won't replace the router unless I pay £40 plus P&P. Or sign up to an 18 months contract at a higher price than newer customers. The connection is non-existent, the customer service terrible. Why would I sign up for a product that doesn't exist most of the time? If you want a perpetual headache, Plusnet are the company.
Reviewer
Wendy
Location
Bingham Notts
Date
05/12/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Switched from BT due to spiralling costs. Was dreading the switch and all the problems we might have but it was seemless and stress free. Regular updates by text and email. From Plusnet.Have not had any issues so far. Broadband speed same as with BT. Really pleased we halved the cost of broadband with no noticeable issues.i would recommend Plusnet ......
Reviewer
Ashrf Tawl
Location
Cardiff
Date
04/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The connection is interrupted
Very busy customers services, did not book the engineer appointment only after a week, so the appointment got delayed until after the new year, so 3 weeks without internet
Dr Ashrf
Reviewer
Jon
Location
Sandhurst
Date
03/12/2014
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Not the greatest service out there, but it is slightly cheaper than BT. Broadband speeds vary greatly and are not consistent. I have often noticed service drop off which although temporary are very frustrating. Calling customer service results in a 45 minute wait on hold. My contract is ending soon and I will be looking to change provider. If you are on a budget this may be a good option, but the frustration of slow speeds isn't worth it for me.
Reviewer
AR
Location
Christchurch
Date
02/12/2014
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
SD
Location
Medstead
Date
02/12/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Plusnet believe that they can use words like 'Unlimited' and 'Anytime' in their marketing and then apply special terms and conditions to these words which - if you're not aware and not careful - lead to unexpected charges.
Reviewer
andy williamson
Location
barnsley
Date
28/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
we'll do you proud my arse. they lie and get out of any thing they can. dont accept responsibility when the service goes down. charges are sky high. they never respond to complaints, so i ring and they are rude. broadband speed varies dramaticly day to day which makes my internet streaming useless. dont use plusnet they make you miserable.
Reviewer
Guru75
Location
Harrow Middx
Date
25/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Slow speed below 3 Mbps all the time.Unable to watch movies from lovefilm, (had to cancel subscription)youtube etc... Rubbish !
Reviewer
Steffano
Location
Cumbria
Date
24/11/2014
Comments:
The worst customer service department on the planet. You always have to wait in excess of 15 minutes to be then passed to another department (another minimum of 15 minute wait, you then get passed to another dept and you wait again then get cut off just like a carry on film! You get no answers, shameful pathetic service, use this company and get bored waiting. Use a respected provider not this tin-pot outfit!
Reviewer
Aaron
Location
United Kingdom
Date
24/11/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very happy with the service so far, it took quite a while for an engineer to come out but the broadband was up and running within an hour. Great speeds and the customer service has been ace so far (though there are long waiting times) I'm happy I switched from Virgin :)
Reviewer
Lisa E
Location
Huddersfield
Date
19/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I don't know what to say about our experience with Plusnet. The guys of the end of the 'phone are very nice but no-one seems capable of resolving our fault even though we can see what the problem is! We have been without service, wifi, broadband or a telephone line for a week now. it is a nightmare. We have rung and told them that the box on the outside of our house is hanging off with wires hanging out and we need it to be fixed. They told us that they have organised for an engineer to review the whole (3 miles of) line. They cannot tell the engineer to look at our box because they do not have this option on their system. We just need someone to come and sort a known problem out but they cannot do so. They are fine is everything is going smoothly but can't cope with a problem. We are thinking of moving back to BT
Reviewer
David Ferguson
Location
Bentham Lancaster
Date
19/11/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
No complaints at all. Speeds above those promised. Friendly well informed customer service people with Yorkkshire accents I can hear well and understand. These guys rock.
Reviewer
K A
Location
London
Date
17/11/2014
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
After many a year with them, I shall not be returning to PlusNet - EVER!
An utter disgrace of a company; it is sad, because it wasn't always like this. Now, it seems that cheap-suited estate agents man the technical support lines.
We've been having intermittent broadband outages - confirmed by their own tests, and they claimed that the copper wires in the walls were cut.
Really? what part of intermittent don't you understand, and why does the phone line which uses the same copper wires still work then?
Speaking of phone lines, recently, our next door neighbour kindly let us know that he can access our phone line simply by plugging his own phone into his own socket. PlusNet sent an engineer out, and he didn't anything except report that fault has been fixed - fast forward weeks later - the fault hasn't been resolved.
We have since lost confidence with PlusNet, and decided to transfer to another provider (BT); but the fault exists, PlusNet suggested that the new provider take over the fault, because they won't deal with it.
Well, at least they admitted that the fault is still there after lying about fixing it initially!
No doubt they'll still be stealing cash from my account (when you take money in good faith but don't deliver a service, this is THEFT), so I'm now writing to the Communications and Internet Services Adjudication Scheme.
A disgrace of a company, and some of the most uninformed uneducated part of the human race man their technical support lines (I mean the copper wires fib had me in stitches!)
Stay well clear of garbage like plusnet.
Reviewer
David Penson
Location
Walsall
Date
17/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can`t even fix a fault with their own equipment.
I have had to take many days off work, and still the fault with thier equpment is not fixed. they continue to take money for a service they are not providing, and as i have lost so much money sitting at home waiting for an engineer to visit if they actually turn up, they claim they have a photograph of my front door to proove they visited, this is contrary to 6 hrs of cctv footage. i may be forced to take them to court, as apparently a payment for a service that they can`t provide is non refundable.
After the 3rd and final BT visit my connection speed is less than when i started to complain about it dropping out. and plusnet`s responce is its fixed. i think not.
#92123225
Reviewer
Kotam Raju
Location
Feltham
Date
13/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I was originally with SKY and then wanted to move to PlusNet. What a disasterous decision.
Initially when I placed my order, Plusnet gave me 7th Nov. as the date on which both my Phone and Fibre broadband would go live. The same day by evening got another text message confirming that the broadband service would go active on 11th, i.e 4 days from the originally agreed date.
To my surprise I have got another text message confirming that the broadband would go active on 20th of Nov. i.e after 13 days from the original agreed date. This is when I had called Plusnet and explained them that I need my broadband all the time as I have to work remotely. I even told them that I can live with couple of days of outage, but not more. They put me through to a representative of their provisioning team, who said that he has changed the dates to 10th being for the phone and 11th being for the fibre broadband. I was happy.
But, when I called again after 2 days just to make sure that the services will go live on the promised dates. I got another shock, I was told that the Phone line will go active on 20th and broadband will be active on 11th. I even asked them how can it be, but I was assured that there will not be any interruption to my service from SKY and will be handled carefully. I was also told that on 7th nothing is going to happen.
As I was afraid, on 7th my phone connection went down and so as my SKY broadband connection. When I spoke to the Plusnet team, they said on the system it was showing 7th as the phone provisiong date and that's the reason their supplier initiated the transfer. I even asked them why I was told differently when I called them couple of times earlier, for which I didn't get proper answer.
Be carefull and think twice before moving from a different provider to Plusnet. They can't be trusted for what they tell you.
Reviewer
Panicky technophobe Student
Location
Aberdeen
Date
10/11/2014
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Customer service was perfect. Had to wait a while to get through to a technician but they made it clear that there would be a wait at the begining of the call. Once through, "Faz" was fantastic. He was very patient and polite and talked me through everything. He was very knowledgable and explained everything very simply without patronising. All in all truly excellent customer service.
Reviewer
joe
Location
hampshire
Date
09/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor broadband speeds (<2.6Mbps)
They are owned by BT and offer the same terrible service. They offer a better deal to new customers than existing customers. AVOID THEM, THEY ARE TERRIBLE.
Reviewer
mahmood
Location
slough
Date
08/11/2014
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
five star customer service very happy with plusnet every time I need any help they deal with very professional way highly recommend plusnet recently got new contract with unlimited fiber they offer me very good price without any connection fee
Reviewer
Jacques S
Location
Scotland
Date
06/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
You get what you pay for. Months of slow download and upload speeds and dropped connections. Even the lowest resolution videos are unwatchable because of constant interruptions. Customer service is patchy and response times to complaints are poor. Time for a change of provider...
Reviewer
Glenn Woods
Location
Glossop
Date
05/11/2014
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I upgraded from SKY broadband as I'd had enough with paying through the nose for everything. Change over went well and the engineer installed the fibre modem without any problems. It also connected perfectly to my AirPort Extreme. After initial settling period of about a week I have a very reliable and extremely fast connection meaning large downloads are achieved in a breeze.
Plusnet are also on the BT network so means you can pay for line renatal up front reducing the effective monthly cost.
I would have no problem recommending Plusnet to anyone excellent experience after 12 months and still happy.
Reviewer
Jackson
Location
Manchester
Date
05/11/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Garbage customer service and an IT company that can't/won't read emails. Go with these if you like the music they play whilst you are on hold.
Reviewer
Joe W
Location
Somerset
Date
04/11/2014
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Have just moved to Plusnet in last 2 weeks.
There have been a few connection problems which were due to external phone line/ exchange which were overcome speedily and without fuss.
Customer Services have been fantastic.
Its early days so hope it continues, such a change of attitude from my last provider.
Reviewer
Joe W
Location
Somerset
Date
01/11/2014
Comments:
Have just joined Plusnet recently
There was speed issues which my last provider continually failed to address, however Plusnet solved this now have 5.6GB (last provider 0.7GB)!!
Their technical services have been fantastic setting up new account and setting up my emails etc.
Early days but so glad I made the switch.
Reviewer
Dr S
Location
Coventry
Date
31/10/2014
Comments:
I was forced to change to PlusNet as Freenetname had been taken over and so I was advised that if I wanted seamless service, I needed to go with PlusNet. I had little choice if I wanted uninterrupted service, so I was told. What an enormous mistake!
The service has been appalling! I was unable to receive emails initially and so asked PlusNet to help sort the issue out. Their solution was to duplicate my mail box, which has caused immense problems, resulting in the fact that I do not and cannot use that mailbox anymore. It has attracted mountains of spam, scam emails and virtually anything unacceptable that you could think of. The mail boxes - because there are now TWO - required so much managing that I gave up and now do not use that address at all.
In addition, my children cannot now even do their homework because the broadband is so slow. They cannot get at the sites they need sometimes within 15 to 20 minutes. They gave up and we had to apologise to the school for the speed of the service here. I have had various phone calls with customer services and they have offered to send me another router - that happened last time I complained but there was no improvement in the service. My IT friend tells me it should not make any difference in this instance anyway and he has advised that this service's speed is so unacceptable that I should ditch PlusNet and go with another provider who can provide an efficient service and value for money. For ease of service and continuity I would like to stay with PlusNet as I have my phone with them as well. However, I was not even able to look up a series of websites efficiently the week before half term to plan my children's half term holiday and was unable to remotely access my school account so I could help my students at school because the speed of the service was so amazingly poor. I was told that if I changed provider, I would have to 'pay through the nose' but really what service do I have when my children cannot even do their homework efficiently in the evenings and I cannot plan their half term break or do my work efficiently? I'd like to see what Plusnet's response is before I take action. However, I'd like the response to be factual and I'd like PlusNet to tell me how they are going to improve this service and quickly. I'd also like evidence of the improvement too.
The children go back to school on Monday and I hope I don't have any more tears of woe because they cannot get online to do their homework. I also cannot afford to be unable to access my work from home because of the poor slow service provided.
I am going to approach Watchdog about this service as I believe it is sufficiently bad that it needs attention. I can see that there are others who are equally as dissatisfied as I have looked at the PlusNet website and other broadband sites.
Reviewer
Chris B
Location
Doncaster
Date
31/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
They have been dreadful. I applied for phone line and broadband on the 28th Aug. The line happened on time but has since gone off and I am still waiting for the broadband. Just keep getting fobbed off. Even wrote to the CEO, had no response, yet they still keep taking my money. The broadband was provisioned to the wrong house in September, it's November tomorrow and still no sign of anything. so now I am left with no phone and no broadband. Their adverts are a joke.
Reviewer
Jon
Location
Birmigham
Date
27/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
used to be good for about a year, now since moving to unlimited, the speed is unusable
Reviewer
Chloe
Location
Gear
Date
27/10/2014
Comments:
Highly disappointed with this internet provider, with rubbish connection which kept cutting out every week or so for an hour plus I changed providers which I'm so happy about. I was paying just over £40 a month for connection which I was lucky to even get! Since changing internet providers I've had no problems at all!! None of the ones I had with plusnet and I'm paying less than half the price!! Feel as though they have robbed me with the amount of money i spent not only monthly but the amount i spent to cancel my package! NOT HAPPY!!!!
Reviewer
brice
Location
fleet
Date
27/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Plusnet are wholly owned by BT although they don't tell you that. If I had known I wouldn't have bothered with them at all as BT Internet service is the worst I have come across. I get 2mb/s line speed, when they say I should be getting 7.5mb/s. I have raised this through their online assistant and when I last checked they had closed the service ticket for each query without bothering to respond. Very poor.
Reviewer
Adam
Location
UK
Date
21/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolutely abysmal treatment when moving to another provider. Had an email informing me that my service would be cancelled - but direct debit was still collected the following month.
Contacted the customer services team to rectify this - got a refund and was assured that the service would be cancelled.
The next month they tried billing me again. I contacted customer service to get this cancelled but they failed to do so before the billing date.
However, as I had cancelled my direct debit I then got non-stop emails and text messages harassing me for payment.
Feedback to me from customer service was non-existent and the emails and text messages kept coming for over 3 weeks.
Eventually, my whole account was closed but the first I knew about this was when I tried to log in to their portal to find that my account details no longer existed.
For a company that is supposed to have a reputation for good customer service I would have expected better.
Now, I am left needing to check my credit reports to ensure that their automatic systems haven't flagged my account as being late paying - I raised this issue with them but they just continued to ignore me.
I will never be returning to them and could not recommend people enough to STAY AWAY!
Reviewer
Malcolm
Location
London
Date
16/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet set up my accounts to start paying them immediately. My direct debit with my previous employer was cancelled. Then nothing has happened for two weeks. My previous supplier will be charging me at a higher rate. Sales staff are available immediately, but there is no such availability for existing customers.
Appalling service because no service and costing me money with the supplier I intended migrating from.
Reviewer
Calvin
Location
London
Date
14/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I can't comment on the quality of the broadband as I'm still waiting for things to be installed.
Do not order with Plusnet - so far we've spent over £40 on phone calls chasing them and taken three days holiday from work to wait at home for installation and we still haven't got things properly installed. I never really bother to post reviews like this, but the service has been so bad with Plusnet - and I'm so infuriated - that I'm posting this. What follows is boringly detailed, but I'm putting it here for the record:
Ordered fiber broadband on the 23rd August with installation date set for the 16th September. When the engineer came, we were told it was only to install the phone line and someone else would have to come to install the broadband - Plusnet did not explain this when we ordered.
I had already taken one day off work, and had to take another off on the 23rd September for the second visit. During the first visit, the engineer pointed out that our phone socket was not near a power outlet, but that would be fine as the engineer installing the broadband would be able to run a wire through and install a socket near a power point.
When the engineers arrived for the second visit, they said Plusnet had not ordered a "full installation" (Plusnet use BT engineers), so they did not have permission to move the phone socket and could only set up the broadband through the existing socket (which doesn't work as both the modem and wireless router need a power socket). Between all of this, we've had to make several calls to Plusnet, which has cost well over £40 (we couldn't use our land line as there is also a fault on that which Plusnet also haven't sorted out yet - and Plusnet don't do call backs, even though they're the ones who have messed up), with all the time waiting to get through to people.
Plusnet said they would expedite the order to ensure a BT engineer came to do the full installation, but the visit was then not arranged until today (14th October). This time, my girlfriend has had to take the day off (third day of annual leave taken from work just for installation of internet). The BT engineer has just arrived and told her that he doesn't have permission to move the phone socket as Plusnet have not ordered a "full installation" - which was the whole point of this visit happening. This has been a complete waste of our time and money, not to mention all of the holiday days we've had to use up just to stay at home for a job to not be done as promised on three occasions.
BT have blamed Plusnet and Plusnet have blamed BT. I don't care; we're Plusnet's customers and they should be sorting it out, regardless of where the blame lies. I have no idea what Plusnet plan to do next, but I'll be expecting a refund and more for all the money lost on phone calls and time taken off work on account of their incompetence and the inability of Plusnet and BT to work together - and if it's not sorted out very soon, I'll be cancelling altogether (the only thing stopping that - only just for now - is the pain it will be to have to start the whole process again with someone else).
Reviewer
Pagan
Location
Fenland Lincolnshire
Date
12/10/2014
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
After having many provider I do feel thier the best, however things have slipped a little lately,with long time hanging on the phone over connectivity problems that do not come from my end. Sadly I pay thru the nose as my exchange isnt unlocked whatever that means, so no cheap deals for me.
My speed is dismal , but has improved over the last 18months to at least allow downloads of films but not while one does anything of importance on the PC .
18months ago I would have given a better review ,and their advisors are very polite and try in as much as their able to help ,we are not novices with software or hardware so can sort many of our problems , however on 11/10/14 the system went down totaly and the service status line just did not give out any information ,one had to ring the main line where a brief message told you they had a problem .
So to sum up better than most but could still go a way to improve .
Reviewer
PlusnetCustomer
Location
Kent
Date
11/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please avoid these guys at all costs and help this company die out so internet technology can progress a small bit at a time. Their broadband is so stressful with its random cutting out, speed degradation and blatant throttling and upload capping creating latency issues making a typical web page load in around 30 seconds to a minute. Their customer service don't really know what they're doing, and don't listen to you - politeness is fine and all, but I want my service fixed not another apology. Their site is badly designed, your username on the plus.net site isn't even the same one for their support community. God help you if you're not the account holder and experiencing difficulties.
Reviewer
AndyA
Location
Belfast
Date
09/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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!
Reviewer
andrew coultas
Location
Brigg, Lincolnshire
Date
08/10/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've been with plusnet for about four years, my broadband speed has always been at the theoretical maximum for where I live, and reliability has been excellent. customer service have been helpful, haven't needed them much. I'm looking around here to check out BT who seem to be cheaper by a few pounds per month, but reviews of all providers on this site seem to be dire! Plusnet have been ok for me, I'm a happy customer so far.
Reviewer
Horace
Location
Cheshire
Date
06/10/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Still awaiting fibre connection after 35 days. Rang originally for a migration number but coerced into accepting a new package. Once they have you signed up you are forgotten. One star is too generous to describe their service. Even their complaints website lines drop out when being used , the service is so slow. If you telephone , be prepared to queue and then listen to a scripted reply. Yes that have heard it all before but still have done nothing about it.
Reviewer
Jim
Location
Kent
Date
30/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My speed with Plus.net is 0.2mbps. They took ages to come and fit the line. The line didn't work for three weeks after it was first fitted and an engineer had to come back. For over a year my broadband speed has been unusable. I have now been charged £48 to cancel. I would avoid plus.net at all costs.
Reviewer
utrinque
Location
Shropshire
Date
26/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Useless. Customer service is poor and patronising - it can't be THEIR fault, it must be someone else's. Moving to another provider ASAP.
Reviewer
Edward Dore
Location
Lincoln
Date
22/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
I ordered Plusnet's Unlimited Fibre Extra package with their phone line via the Plus.net web site and selected the option to have a new phone line installed in addition to my existing TalkTalk line.
Plusnet charged me for the installation of the phone line, but then tried to migrate the existing line. I only found out about this when TalkTalk emailed me to ask me why I was trying to migrate my phone line away whilst still in contract!
I contacted Plusnet about this and it took them a whole week to reply to me, at which point they just placed a new order with a new install date.
As this would force me to pay for another month of service from Virgin Media, I asked Plusnet to cover the cost of this due to it being a direct result of their negligent handling of the order. Once again, it took Plusnet several days to reply, only for them to deny the request.
I repeatedly asked for my ticket to be escalated to a manager, but each time Plusnet just ignored this. This seemed to be a recurring theme with any parts of a ticket reply that they don't want to have to deal with - just ignore it and pretend the customer never asked it.
Eventually I got sick of waiting days for a reply only to find that they seemingly hadn't bothered reading what I'd written, so I asked for my order to be cancelled and refunded. Of course, Plusnet even found a way to make this unnecessarily difficult.
At this point Plusnet representatives started referring to things which they claimed their colleagues had said, but where nowhere to be found in the ticket. When challenged about this, they completely ignore my points again.
Plusnet decided that I would have to phone them in order to cancel, claiming that they can't accept this via their ticket system for some unspecified reason.
When I phoned them, they did finally cancel the order and refund the money (of course, this takes some ridiculously long period to make it back in to your account, despite them being able to take it from your account instantly in the first place).
At this point I thought my Plus.net saga was over, but oh no, it turns out they have found some more ways to be incompetent as they didn't actually cancel the install, so at 8am a BT OpenReach man turns up to install the phone line!
I tried to inform Plusnet of this, only to find that they had deleted my account so I couldn't log in to the ticket system anymore. Their web site gave me a live chat option instead, but when I talked to them, they claimed that they are for sales only, work from a different office and have no way of getting in touch with anyone else at Plusnet via email or phone!
Throughout this weeks long saga, I have seen absolutely no evidence of the supposedly outstanding customer service that Plusnet claim to provide. They have been negligent, inept, unhelpful and obstructive from start to finish!
Reviewer
Robert Deacon
Location
Bury Lancs
Date
20/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
My broadband contact with SKY was up,and I was looking for a new deal for broadband and weekend calls .
I saw a online offer from PlusNet , £1.99 a month for 12 months, signed up online, that was the easy bit.
A few days later I phoned Sky to get a Mac code,they asked why I was leaving and I told them it was purely to save money.
They then offered to let me keep my same deal but with the broadband for free on a12 month contract. Well that sounded good to me, so I signed up there an then.
Sky told me that PlusNet had put a marker on my line ready for the change over and that I should cancel my contract with PlusNet.I did this the same day. No problem said PlusNet and refunded my credit card same day.
This all took place on 6/09/14 .10 days before change over date.
On 16/09/14 I got a call from my wife on her pay as you go mobile phone,to tell me that we had no telephone service or broadband and Sky, would only talk to me, as the account holder.I phoned Sky to be told that PlusNet had a marker on the line and they could do nothing until it was removed .
My wife then phoned PlusNet their free number, she got through after being kept on hold for 32 minuets this cost £14.00 on her mobile phone to told sorry we can't help you, as you are not the account holder,she arranged for someone from PlusNet to phone me on my mobile at six o'clock .we waited no call.
So I phone PlusNets free help line and after 45 minuets wait get through and have tell them my sad tale.they tell me they are sorry ,but can do nothing as the department they have to speak to is closed. They offer to call me back the next day.
Got a call back and had to tell the whole story again, put on hold. Then she gets back to tell me sorry about that and it will take 24 hours to take the marker of the line.
I call Sky and I am told that I can keep the same contract that I signed up for BUT we would have to have new telephone number and it could take up to 14 days for a connection to be made.
So that's PlusNet for you ,I have lost the home phone number I have had for 30 years no broadband for 2 weeks and they are sorry. Not half as sorry as me for having any dealings with them.
Was it a mistake or was it payback for cancelling you decide.
They didn't do me proud
Reviewer
A C
Location
Northants
Date
02/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet – Free NVQ Level 2 Telecoms Engineer Training and Btec Feng Shui
If you have too much time on your hands – appoint Plusnet as your internet provider. There’s hours of fun in trying to get connected and when you do, they specialise in providing download speeds that make nipping to the reference library in the next County Town by bus to find information seem pretty nippy - then sending you on endless and amusing wild goose chases around the house; making you do average impressions of a telecom engineer in an attempt to speed things up a little.
Then there’s the jargon – only it doesn’t sound like jargon because they give it an honest twang of a Yorkshire accent. So when they tell you that the “issue is still open with our supplier” or “There appears to be a cap on speed which only happens with external issues” you’re the one that feels daft for not understanding what they’re on about. I think the highlight from James in the “Silly Forfeits/Customer Service Department” was moving a large bookcase to get at a socket – then I was told to remove the front two screws and plug the ‘matchbox type thing’ into the ‘filter socket’ which he assured was lurking there. Then call back (easier said than done – but will come on to that!). No Filter Socket found in the box – but then again (as I was told on next call back – yet another half an hour I’m never going to get back) you’re only going to find a filter socket in the box if the screws on the outside of the box are in the lower half of the front of the box (wtf!!).
There’s a prize for anyone that gets a message estimating less than 15 minutes (and estimate really does mean estimate) before the call is actually answered. Whatever you do – unless you are desperate for basic telecoms training – avoid Plusnet! On the other hand if you’ve got time to kill – knock yourself out!
Reviewer
Julia
Location
Cambridgeshire
Date
01/09/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Dont do it!
My family and I have had real problems with plusnet in the past. So so lucky if you can get through to customer service within 30 mins. Do not look after customers once they have you in their hands. Just paying more than we should after year massive problems and two teenagers doing final exams with poor internet. Finally came out and checked system. Only decided we need fibre which has proved most expensive. Emails often not arriving at destinations.
Phone service - ouch. Suggested we had new phone number because of unwanted calls. Took advice to find they had given BT number which previously belonged to someone else but never told us this. We now have more unwanted calls than ever. Tried paying for these to stop with additional £4.00 month but this did not work. No apology from Plusnet blamed BT!!
Under no circumstances will I stay when the present year expires. Poor customer service and they do not look after existing customers.
Reviewer
Steve
Location
England
Date
27/08/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Went with plusnet because it was endorsed by Which? Magazine.
It took over 2 months to get my phone and broadband running.
This entailed the engineer failing to turn up for the initial connection, two accounts being opened, my phone number of 20 years being lost, all phone sockets in the house being disabled and still after all this time slow connection speed.
So I pick up the phone and call "customer support". Give me a break please, support ? I was on the phone 1 hour and 40 minutes two Fridays ago for them to agree to an engineer come out.
I then got a e-mail saying that the engineer had been and the problems with the phone sockets and speed issues had been fixed.
What engineer I asked after waiting 43 minutes to get an answer from "customer support".
Two days later I get an e-mail saying there had been a mistake and the engineer would arrive on either the 22/23/24 of July.
22/23//24 came and passed and no engineer. This in it’s self was a problem in having to cover 3 days. Another day’s holiday for me one for the wife and my father covered the last.
However the engineer did turn up unannounced on the 25 !
Then I get a phone call saying sorry and that plusnet will offer me some sort of compensation.....won't hold my breath. (was reinbursed £31 last week)
Another point is that plusnet software doesn't support Mac o/s.
So there is no plusnet assist or McAfee which I am paying for.
Talktalk had a family filter so with a press of a button you can mediate what family can see or not, plusnet have nothing.
I pay for 76Meg broadband and when they first assessed my line they told me I would only be able to get 63Meg max.
I was lucky that last year I have a fax line put into the house and with the help of the engineer it was swapped over. I now get 52Meg instead of 38.
Plusnet always blames BTOR but it is plusnets failing to deal with BTOR which is the problem.
Why do you advertise for more customers when you clearly cannot support the ones you have.
I didn't do my homework before I agreed to this contract and am now paying the price.
I did try and cancel but i was one day over the allotted 14 days and they refused let me leave. 1 day !!!
Reviewer
Steve Marshall
Location
England
Date
23/08/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT JOIN PLUSNET.
What a massive mistake I've made.
From the start they failed to turn up on the initial change over and that meant that I had to wait a further 3 week wait to have b/band turned on.
They opened 2 accounts for me which caused more problems.
They lost my phone number of over 20 years.
They gave me 3 dates to cover for an engineer visit. 22/23/24 of July.
He turned up unannounced on the 25 !!
All the phone sockets in the house were disabled.
3 months to get 50meg download speeds, but they still charge me 76Meg.
No support for mac o/s
Customer support is absolutely rubbish.
But they have rebated me £31....joke company.
DO NOT JOIN PLUSNET.
Reviewer
Disgruntled
Location
Yorkshire
Date
20/08/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Plusnet gives Yorkshire a bad name! I moved to them in January, the broadband has been erratic at best, culminating in me asking about cancellation. The guy I spoke to offered Fibre broadband, which I refused, but he ordered it anyway! I'm still trying to sort out what the hell they have done/are doing with my account. I can only leave them if I pay £160+ cancellation fee, even though it's them that isn't fulfilling the contract. And they've just increased their phone charges adding insult to injury. And don't try to phone them to get anything done - it takes forever for someone to answer and then they don't help at all. Very polite though. Roll on next year when my contract finishes and I can move to a provider that can actually provide what I'm paying for - and hopefully will have 'customer service' that lives up to the hype.
Reviewer
adam
Location
Alyth
Date
16/08/2014
Comments:
3 years with Plusnet with 5mbps,so not movies or music and for £32/month only:) I was complained with not successful but they arranged appoitment with,,engineer,, but hi was to busy and did not comes.
I sent email that want to cancel contract because I am strongly not enjoy speed and customer service since 16.06.2014 with last payment.
After 2 weeks Plusnet sent me outstanding fees but I had Direct Debit so all payments had been automatically.
I did not paid because they do not want to explain me why and for what I have outstanding fees.....and for last2 months not answers.I had a couple of good enough reasons for cancelling but they do not want to understand me.
Plusnet blocked my access to my account and doN't want to give MAC code which is required for the next provider...but this is not all. Plusnet is still connected with my line and do not want disconnect....
So slowest broadband,poorest and most rude service ever
Reviewer
David Lowe
Location
North Lincolnshire
Date
14/08/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with Plusnet for 2 years and the service has been consistently horrible. 'Due to high demand' - I always get this message + 30 minute wait on their tech help line. My internet drops out and they seem unable to fix anything. A dreadful service. The t.v. adverts are the opposite of how they really operate.
Reviewer
David H
Location
Leigh, Lancashire
Date
12/08/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My parents had a problem with download speed when they upgraded from one plusnet package to another, instead of 6Mb they get 0.2Mb download. I have been an e-commerce software developer for over 20 years and even I was put off by their veiled threats of charges when I tried to raise a problem record, none the less I provided all the details Plusnet needed including the diagnostics from BT, and installing a spare router and a new line filter and testing on many different occasions, and now they wash their hands ... to quote "Since we are not the landline provider, we cannot specifically test to pinpoint the fault or report it to Openreach, only perform a broad test that will return with a fault or not. Please speak to your landline provider in order to raise this fault."! So they expect my parents who are over 70 and all the other people out there who may not be quite as savvy to try to deal with BT directly. Very disappointing, thank goodness for CISAS.
Reviewer
Simon P
Location
County Durham
Date
06/08/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I have endured nothing short of a terrible time allowing Plusnet anywhere near my phone line and broadband service. Please read my experience before contemplating your choice of phone/internet company - I don't want anyone else to go through the stress and pain I have suffered and so I am sharing my experience as it was...
I was persuaded to cancel an order with BT in favour of Plusnet's "Outstanding Service". I did order a transfer of line and a fibre broadband service from them.
Plusnet cut off my Talktalk phone line including my valued home number and broadband service on August 4th in error without reconnecting me to their service. This was not the correct day as I had already requested a much later date some weeks before, because my wife has a lot of night shifts and access to my home office communications is critical at the present time. I was told that there had been two serious mistakes with my seemless transfer and my number had been terminated by mistake as well.
I have been chasing around for hours on end calling and writing on their ticketing system which appears the only way to get anything done or complain but nothing seems to happen. When I called they simply said that complaints were not taken by phone. My complaint seems so far to have been ignored (but then perhaps that is OK as they say it might take 5 days - or more I was told when I called as they had a lot to deal with at the moment and the systems were down that day apparently!) - So are mine - internet and phones for my home office (VOIP) and home phone line!
They now say they have allocated a definite day more than 2 weeks hence as the earlier dates I requested are now not available for the restoration of my service that should still be operational - not quite the same as waiting for a seemless transfer a couple of weeks or so late - is it?
Having decided I did not trust Plusnet to install my service again (after all the mistakes and poor service) and not too sure whether this date is actually booked (they have a odd requesting system which didn't happen for me twice before). I decided to order a transfer of my line to BT which can be done in 5-10 days (quicker than waiting for Plusnet to reconnect me). However because of Plusnet's double mix up my line can't be transferred at the moment! I have tried to discuss this with someone at Plusnet but they don't seem to be able to help me despite the fact they are in effect locking my line up preventing me doing anything.
My only other option has been a radical one (justified I feel). I have this evening abandoned my home line, number and internet service and ordered a completely new line from BT for installation. I know now with confidence that although I will have to wait a little longer that my new service with BT will be installed on 28th August by a company that I can actually have a dialogue with and rely on. Unfortunately it is not quite the service I want as the unlimited service with BT is too expensive for me so I have had to settle for a 20G limited service. This is I feel a desperate solution to a serious problem that I simply cannot tolerate the loss of all these critical services any longer. The Plusnet line is therefore now surplus to requirements and I am wondering whether it will be possible to recover the number that is so valuable to us?
This action has been a very costly (£400 down in pre-payments), lost my long term land line number (what a pain), no internet and phone for home and office for 3 1/2 weeks not to mention all the wasted time and stress trying to resolve this.
I am considering my legal position with respect to the various aspects of this and how and in what form Plusnet could make this whole dismal saga up to me and my poor wife. We are beside ourselves with the whole thing!
If a manager at Plusnet is reading this then perhaps you could give me a call on my mobile. This web site may be the quickest way to initiate a dialogue with someone who actually cares at Plusnet? I say contact me on my mobile because my land lines are down and I only have sporadic access to internet. I did call a few times on my mobile and after queueing for long periods when answered I was told no manager was available and that all complaints should be directed to the ticketing system (5 day response at best) and I was concerned with the call charges I might be racking up calling an 0800 number on my mobile.
Or alternatively apparently I can write a complaint to their headquarters. Then I can have a blistering 10 day response time!! I have chosen the faster approach and heard nothing so far.
So if you have read this far and are considering what phone/internet company to use then you can make up your own mind, I have simply shared my experience with Plusnet on this occasion. I would also like to ask the managers at Plusnet to withdraw the advert advertising the great customer service which keeps coming over my car radio and now makes me grind my teeth. Unless my experience is an isolated one, which I suspect it is not, them your advert is, in my opinion, a misrepresentation of your poor customer service through a slow ticketing system.
My final comment is simply that this is the worst customer service that I have ever experienced with any company I have dealt with particularly when it has been their mistakes that dropped me unnecessarily into a distressing crisis. It has made me feel that the managers their do not seem to care at all.
My feeling is that I should consider issuing some sort of legal proceedings for damages if appropriate refunds, appropriate financial compensation and an apology are not forthcoming in double quick time.
Any response Plusnet or do I have to pursue this along those avenues?
Reviewer
MarkF
Location
Sheffield
Date
05/08/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Be wary when joining if you ever plan to switch away. I was with Plusnet for many years, decided to switch away, then got 5 emails and a text demanding money after the switch date when I was no longer a customer! Plusnet said they weren't notified of the switch (even though it's automated), so I had to pay for 2 weeks after the switch date and then another 2 weeks after that to cover "notice" which they already should have had from the automated switch-over, then pay £30 fee because the new provider "wasn't on their network". None of this is clear or fair, but it's all buried in the T&Cs so you're stuffed. All that money and years of being a Plusnet customer and then they screw you for a few pounds if you try and leave. I've put in a complaint and another to Ofcom. Shameful.
Reviewer
Harry Barnes
Location
Scarborough
Date
31/07/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
2.00 stars
Comments:
I have been with Plusnet before they were bought out by BT. I wanted to transfer my broadband from another home which was Talktalk to this property. When I called plusnet about how to cancel they said I would be charged a £30 disconnection charge. I then said I was moving an existing talktalk account and the operator then said there would be no charge. Guess what, they charged me £30. I have had three further phone calls with their operators and a number of e_mails from Plusnet threatening to take my outstanding bill to dept collectors. They also gave me an in-depth understanding of why I incurred a charge. I have paid but I am infuriated that they gave me incorrect information in the first instance. I found it impossible to speak to a supervisor. I also made the point that they must have changed their contracts when BT bought them out because I would never have joined a company that charges the user when you dare to leave them. My advice to anyone is not use Plusnet because when things go wrong they are inflexible and do not care about their users.
Reviewer
Linda G
Location
Leicester
Date
29/07/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid Plusnet!! I paid for high-speed (up to 38mbps) unlimited broadband. When I connected a smart TV I had constant buffering. When I rang Plusnet, my two support calls took first 54 minutes and then 57 minutes ON HOLD waiting for tech support. Tech support then told me that HE had a smart TV and his freezes sometimes.....Really, this is not a diagnostic...so I decided to leave. Leaving PLusnet is VERY HARD! (yes I was out of contract). They insist that you have to speak to someone on the phone, they 'won't accept' notice by email, they give hard sell - which is laughable considering that even when trying to leave you have to wait ON HOLD for ridiculous amounts of time. Never Never Again!!!!
Reviewer
Ignus
Location
London
Date
28/07/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Would not recommend them at all. A 15 minute wait time to speak to to an advisor comes as standard and they can be quite incompetent and slow to sort things out. I don't understand why their customer service is rated so highly, I certainly don't.
Reviewer
Paul Baker
Location
South Brent Devon
Date
06/07/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
I was signposted to Plusnet through Simplify because Virgin Media my previous ISP were not available in the area I moved to. I have been dogged with problems since signing up to Plusnet, first problem was the router did not arrive, I contacted their customer services and they had to re-order another router. Realising the order I was quickly billed for may not have been placed on their system I contacted Plusnet to get a connection date. I was informed that my service would go live on the 12/06/2014. Considering that I had ordered the service at the beginning of May I was not impressed with the speed of Plusnet's activation date. Plusnet sent me a text informing me not to connect my router until I received a message that the broadband had gone live. The date promised expired and I called Plusnet and discovered that the package they had sold me was not available in my area, they now had to change my order. I was downgraded to 8mb but reassured that they would upgrade me on the 01/08/2014 when BT put more capacity into the local exchange. Ok, maybe not Plusnet's fault but why sell a customer a product that does not exist in the first place?,.. I waited patiently for 5 days for my downgraded product to go "live",...no text message by the 17/06/2014 and I was calling Plusnet back to get an update on my broadband activation date. I was informed by the customer services department that they would do everything to get my broadband service up and running asap. On the 19/06/2014 I received a text message informing me that my broadband would be active by midnight on the 25/06/2014, but please do not connect your router until you receive a message confirming your service is active.I waited patiently on the 25th anticipating a message and as it was nearing Plusnet's support line closure time I decided to call them . I was informed that my broadband was now live and I could be connected immediately by one of their technical advisors,...where was that text message????,.. they said they had sent me an email,...doh!!.. I have now been active with Plusnet for just under 2 weeks, not impressed with the speed. I ditched their skinny little male to male RJ11 cable for a Belkin (superior product in my opinion),..also removed the BT plate on the master socket for a new faceplate to eliminate the filter dongle supplied by Plusnet. I was hopeful that these mod's would improve my speed,I was receiving .7mb download speed instead of the claimed "up to" 8mb from Plusnet. I have only managed to squeeze an extra 1mb with the improvements, so still very slow broadband, lets hope BT get that upgrade in place in August,... grrr!
Reviewer
Charlotte
Location
Reading
Date
02/07/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The broadband itself was fine. Our shock was the horrific customer service. It took us two days, being cut off five times, and almost three hours on the phone in total to cancel our account because we're moving. Oh and also cost us £142. Shockingly, shockingly bad. Don't put yourself through it (after you're cut off the third time you near on lose the will to live).
Reviewer
David
Location
Sleaford, Lincs
Date
30/06/2014
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Left Plusnet a year ago to go back to TALKTALK (who really, really do have poor customer service) this was mainly because my existing TV supplier no longer offered Sky Sports on a monthly basis. Bad move!!! have bought myself out of the contract to return to Plusnet.
Changing back to Plusnet and switching to fibre has been a good experience. A few teething problems and a misunderstanding were quickly and efficienlty sorted by friendly staff who knew their stuff and held real conversations rather than just finding a relevant(????) part of their script to read.
It's great to be back - can't understand most people's comments. Perhaps it is like other walks of life - doing a good job is only what people expect and therefore do not comment, whereas the relative few with bad experiences make a lot of noise.
Reviewer
kevin dew
Location
risca
Date
27/06/2014
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had a rgular 10mb connection download an 0.36 upload then it fell apart for 5 miserable months whe my dl speed fell to 3mb andand upload down to 0.03 .got an engineer out who said I had 12 mb to the router but only 4 mb after so changed to another plusnet router still the same .changed supplier to sky and now have 12 mb dl and 1.1 mb upload and ping for gaming droped from 80 to 19
Reviewer
Lindylou
Location
Falkirk scotland
Date
26/06/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
We moved over to plusnet after consistently getting ripped off by BT enough was enough ! Found plusnet to be quick and easy to change over too, staff very helpful. Switch was done and no fuss or problems. Broadband speed might be slightly slower but hasnt really made any difference. paying half what i was with BT, thanks Plusnet x
Reviewer
Mark
Location
Edinburgh
Date
12/06/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customers support, slow broadband, 45 mins on hold normally when you call them, £30 to cancel.
Reviewer
happyboots
Location
mERSEYSIDE
Date
04/06/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Ok when no problems - then its denial time. Customer is threatened with service being blocked when plusnet got its admin wrong. Has to be customer fault! They lie, misinform you. Leave well alone!
Reviewer
ben
Location
sutton-in-ashfield, nottinghamshire
Date
26/05/2014
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I had PlusNet broadband put in due to the English based customer service and support, what I didn't realise was how often I would have to ring them.
Was sent a faulty modem which only after a month of no broadband they sent a new one out which does work but will need resetting regularly which they send you instructions of how to do this so you don't have to keep ringing them. I would not recommend PlusNet and when contact up with them will be changing.
Reviewer
Teri
Location
Tredegar
Date
21/05/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I just switched from sky to EE, however EE messed up and had only placed the order at one end or something and they the lied to me about compensation so I canceled and went to Plusnet (by now i was already 1 week without broadband as sky had switched my broadband of expecting EE to take it over) plusnet said they couldn't take it over as an order was still in place with EE, despite me ringing EE 3 times to confirm it had been cancelled (so this took another week) then plusnet informed me it takes a week to set it up and gave me a go live date. i then got another go live date later than originally told for no reason whatsoever, but even that date came and went with still no broadband, plusnet then told me the order was cancelled as EE had switched of my phoneline, (despite them telling me they wouldn't until it was switched) so a month later I still have no broadband and have been told it will be at least another week though haven't been given a date yet.
Reviewer
James
Location
Manchester
Date
02/05/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I read all the reviews two years ago, I looked at the prices... I bought a flat, I needed the internet, PlusNet seemed like the obvious choice. This is the first time I've ever felt compelled to write a bad review. These cowboys are the epitome of getting what you pay for. It took close to three months to get online in a city central location (no refund, having spent hours and hours on the phone (haaa customer service?!!!?). I've then tried to cancel.... Plus Net... you robbing "nasty" people, I hope you rot in the fiery depths of hell.
Reviewer
Linda
Location
Devon
Date
28/04/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Plus net are the worse broadband company I have ever dealt with. I wouldn't recommend them to anyone. We moved house and ordered the service on 10th April. On 18th April nothing had happened, contacts plusnet who said the direct debit hadn't been set up but they hadn't bothered to let us know that. Paid for package on 18th it's now the 28th and still no broadband connection. Absolute rubbish
Reviewer
Philip
Location
Milton Keynes
Date
22/04/2014
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I actually sought out a review site where I could leave my feedback for Plusnet, because their service has been that good.
We've been with them for a few months and are also in the process of completing a house move, so we've done a reasonable test of their service. All I can say, is that our experience has been excellent throughout.
We took their 2.99 unlimited broadband deal, paid the line rental up front, and signed up for an 18 month contract. Getting us up and running was smooth and hassle free; all their communication is via email or mobile text message, but they communicate a lot and updates are frequent, which I like.
The broadband speed is okay. I haven't actually checked what speed we're getting but it's fine for our use, which includes some surfing, game downloads for the children and on demand tv use through YouView. We've had to reboot the router a couple of times, but we had to do that a lot more when we were on SKY.
The service in the house move has been excellent. They booked an engineer and then text us the day before to let us know that all the work could be done at the exchange and so the engineer visit wouldn't be needed, hence saving us a day off work.
When we arranged the house move, they offered to waive all moving and connection costs, and reduce the monthly broadband charge from £9.99 to £5.99, if we extended our contract from 18 months to 2 years. So, we got the option to stay with a brilliant supplier and save money! Erm....let me think about that for a while....
Clearly others have had poor service or poor experiences, but I have only good things to say about Plusnet. I think their service is brilliant and absolutely way above the very poor service we had for years with SKY. I just wouldn't go anywhere else.
Reviewer
Gareth
Location
Portsmouth
Date
11/04/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I was considering switching to your service.
However....
A friend who is having problems with broadband installation has been threatened by one of your emloyees.
When trying to discuss resolving her problem she was told...
"IF YOU TRY TO RECORD THIS CONVERSATION, WE WILL SUE YOU""
Please do not insult me by denying this threat was never made by your employee. The person who told me about her experience with you is thoroughly reliable.
I have been considering PLUSNET as an alternative internet provider, but not now.
I've also seen many negative reviews of your service.
Please don't reply by tellingme that you have many 'satisfied customers'
The measure of quality of service is how few disstisfied customers you have.....not the satisfied ones.
Reviewer
anon
Location
leicester
Date
31/03/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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...
Reviewer
matt chadwick
Location
leicester
Date
19/03/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
DO NOT GO WITH PLUS NET. Absolute shocking service. Was promised they would take over by talk talk and it came to the day of switch over and we where left with no landline and no internet. After waiting over half an hour for someone to answer on my mobile they said there was no capacity. We where promised to be on in a couple of days, which once again didn't happen. It wasn't until we said we wanted to cancel, after having no internet for over a week they final put us online. KEEP WELL AWAY!!! CHEAP PRICES FOR THE RIGHT REASON = ABSOLUTE SHOCKING COMPANY
Reviewer
rhoyes
Location
sussex
Date
11/03/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not go near this company its part of BT and the service shows they tried to connect me to broadband engineer said he called but he did not at all. The next visit will be in two weeks so i have no service whatsoever. Great start for 24 hours so i think lets get outta here and go to a company who can actually deliver. Here the problem starts they will only let me leave if i forfeit my annual line rental for one day of phone immoral and illegal sale of goods and services act covers this one . MAC code will not be supplied for at least 24 hours WHY its all tactic to tie you into them so they can supply shocking customer service and leave you in a situation where its difficult to leave
Reviewer
Ann
Location
Sheffield
Date
04/03/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Service - what service!!
- Waiting times of 45 minutes for technical help or 30 minutes for customer service. I logged a complaint when I finally spoke to customer services about the long waiting times. It would be useful if customers could leave a telephone number and someone could call back as 45 minutes is a long time to sit on hold.
Speed - I was promised a speed of 7Mbs but have 0.7Mbs (speed with TalkTalk 13Mbs). I only moved from TalkTalk as I needed a static IP address.
The technical help desk could not fix the speed problem and took my phone number. I am waiting for them to call back. I wish I had read these reviews before moving to Plusnet.
Reviewer
Maureen
Location
Gillingham
Date
04/03/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
* It took them five weeks to connect my phone line in my new house.
* Open Reach (BT) engineers were useless.
* My broadband is at 0.4Mbps despite the area average of around 8Mbps
* Customer service is poor with hold times typically 40 mins.
* The price isn't even great.
* New customers get much better deals than people who have had plusnet for six years.
There are plenty of decent telephony providers out there. Plusnet isn't one of them.
Reviewer
Sam
Location
London
Date
27/02/2014
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Rude and obnoxious staff!
Reviewer
Gary gentles
Location
East Kilbride
Date
15/02/2014
Ratings
Satisfaction
1.00 stars
Comments:
My mum is 80 years old all she wanted was broadband for her tablet but took phone line & plusnet have left her without a phone for 5 days so far & she missed all her birthday calls spoke to them after I sent an email.They said top priority a sill have no word back.STAY CLEAR FROM THEY COWBOYS
Reviewer
Toni
Location
Southampton
Date
15/02/2014
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I pay only £2/Month for unlimited broadband. I should get 14 Mb but I get between 1.7 Mb and 7 Mb (if a good day). With O2 I always got 12-13Mb. I cannot watch (ever) BBC iplayer without cuts (or Lovefilm). Gaming? What is that? Since I am with Plusnet I cannot even dream about playing CS or BT4.
Avoid even if you get it for free. It's pointless. I can't watch a movie in 1 go without having to reload 5-8 times.
Reviewer
A THAKRAR
Location
LEIC
Date
09/02/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Poor tel service. Always 30-40 min wait, even on Sunday morning !. Slow broadband. Not nec cheaper than talk talk . Avoid.
Reviewer
Kara
Location
Hampshire
Date
03/02/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Dreadful company!! Our broadband regularly stops working, meaning I have to phone plusnet (usually sitting on hold for ages - recently was kept on hold for over 45 minutes before speaking to anyone) and wait 2-3 days for them to sort it out. Most recently had to have an engineer come out to the house - had to wait 9 days for an appointment! Still unresolved, waiting for plusnet to contact me about a new router, and now the phone line is not working either. I submitted a formal written complaint to their complaints dept, which I see from the online 'question' has been received but I have received no apology or even acknowledgement of this! They do not charge for the days without broadband but seem unwilling to acknowledge the massive and repeated inconvenience caused and their customer service staff frankly don't seem to care. Will be leaving my contract as soon as I am able and will definitely never choose plusnet again! Has also put me off B.T. somewhat as Plusnet is a subsidiary of B.T. although will read some B.T. reviews first.
0 out of 10 for plusnet i'm afraid!!
Reviewer
Matt Houghton
Location
Bedford
Date
27/01/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
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.
Reviewer
Wilf Sequeira
Location
Newbury RG20 9DX
Date
20/01/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company. Switched to BT in Sept 2013 and they continued billing me. They owe me £70 but unable to get through on their award winning helpline. Have rung 8 times and waited over an hour in total. Avoid them like the plague.
Reviewer
Bill
Location
Milton Keynes
Date
17/01/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Hello
Didn't get as far as getting a broadband service from PlusNet. Within 24hrs of my order, they had taken a deposit out of my account and set up a direct debit. Shame their service did not match the same speed. After a week I phoned them and asked why I had not received any email contact from them. They said their journal showed they had sent an email saying they could not connect me to Fibre Optic, but they would supply me with asdl broadband/telephone service. Having confirmed my email address with them, I asked them to send the email again. I got nothing, so ended up sending them a recorded delivery letter cancelling my order and asking for my money back.
You would have thought that PlusNet would have phoned to say they could not satisfy my order as they had no response from me from their email. Why would they think that I wanted to swap like for like (I am with TalkTalk)Broadband. As I have found out. My phone line is not Fibre Optic enabled at the moment. This should have been apparent to them at the point of ordering.
Regards
Reviewer
Mdi
Location
Edinburgh
Date
14/01/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have purchased a broadband and phone package from Plusnet 2 months ago, however I have yet to gain access to the internet on a package that I have been paying for for the last 2 months!
The problem is a simple to resolve one that it seems the staff at the company can not be bothered to resolve. My internet connection was activated just under two months ago and I was supposed to receive a router before this date, however no router came. After contacting Plusnet they told me they sent another one. 10 days later no router. Called again, they said they sent another one, the story is the same and ongoing. My address is 100% correct, as
1. I receive all my mail from various different couriers including royal mail.
2. The Engineer who installed my phone line seem to find my address very easily. (This service was prompt, mainly because they are a sub-contractor and not plusnet)
Plusnet refuses to send me a router by any form of recorded delivery, and they require me to pay £90 to cancel a contract they have not upheld!
They customer service (UK based as they advertise) are incompetent and seem to be bored and sleepy.
I moved to Plusnet because I had purchased the service for my parents many years ago when they were Force9. And assumed their service was still as good.
I am now going to move my parents internet to someone more reliable as well, as it seems even TalTalk is providing a better service!
Reviewer
stp
Location
norwich
Date
08/01/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband slowest around poor customer service and broadband keeps cutting out
Reviewer
Delarey
Location
London
Date
08/01/2014
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
PLUSNET = more like SCAMNET: Absolutely awful service
I recently joined plusnet and have been sorely disappointed. Glad I was smart enough not to enter a contract. It did mean forking out £100 to get set up (and ripped off) but at least I can give notice immediately.
It started with me being lied to and told the up front £100 payment included 1 month in advance. Since this was paid before the service went live, I was told that in the next month, I would be refunded pro rata
Then, to throw a spanner in the works, plusnet tried it on and said they were taking a random debit I had not agreed to and which contradicted the contract. I had to contact my bank to block it.
This led to a catalogue of problems. By the time the actual agreed monthly direct debit came round – due the mistake made by plusnet, my bank had not yet unblocked the account. So I was forced to pay by card.
To add insult to injury, I was badly ripped off as plusnet claimed I had to pay another month in advance. So I have paid 2 months in advance for only a few weeks service!
So watch out for this scam. Make sure you get the written contract upfront. I now have to write the card provider I used to make the most recent payment and tell them to block plusnet in case they try to take more money.
SCAMMERS! I am so annoyed I got ripped off. Now begins the battle to get my money back from these scam artists.
PLUSNET: It is very short sighted to scam the public like this – what happens is online reviews such as this appear to warn other potential victims, and you will get the reputation you deserve
Reviewer
Frankie156a
Location
Norwich
Date
07/12/2013
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Speaking with customer service depts. normally fills me with dread, but they seem to be a necessary evil in life, so...after my discount period came to an end I contacted PlusNet to see what they could offer for a new contract. This call was handled in such a professional, helpful, and friendly manner that I immediately signed up again for another 12 months. It is very unusual for me to immediately roll over and renew without fully exploring the market for the best deal, but having had no complaints with PlusNet on any level to this point, and having recently experienced shoddy service from various other customer services, PlusNet is the best encounter I have ever had with a customer service dept. by miles.
Reviewer
Jamie
Location
Doncaster
Date
06/12/2013
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up, gave them a mac code, paid my money. Moving from BT. Didn't hear anything for a month. Got onto customer service, no one had dealt with my transfer. Told to get another mac code (more hassle from bt) Looks like they didn't want my business. They are part of BT so probably don't like people changing to the same service for less money than bt. Waste of time, customer service wait time on phone.... 30 mins. They didn't do me proud!
Reviewer
Maltby
Location
Somerset
Date
05/12/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrifically bad. Took over two lines on 1.11.13 and its been a disaster ever since. Two engineers have been sent out to check the "faults" there are no faults on the line or with the equipment - the fault is Plusnet. Customer service is shocking - hours and hours listening to overloud music and being passed from pillar to post to speak to people who do not have a clue what they are doing. Promises of the same or cheaper bills are false - they've doubled. Having had a wonderful service from a company that they have "acquired" we are now experiencing the worst service known to mankind, actually there is NO service at all! Don't touch them with a barge pole.
Reviewer
Mark Lanahan
Location
Hants
Date
04/12/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay away from them. only way to contact them is a 30min wait on a premium nr. No Email address and no way to resolve problems. They have an ironic playlist while you wait too - someone there has a sense of humour!
Reviewer
Mike Kaye
Location
Hartlepool
Date
01/12/2013
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Plusnet is great unless you have to communicate with them!! The queues for holding on to speak to them is a nightmare, at least an hour today!! If you contact them about an ongoing problem, because of their system of a reply within 24 to 48 hours, you daren't phone them, because you know all it's going to do is put you further and further back to sorting your problem. It's the same if you email, having said that, between their ridiculous jargon for eg:- "ticket instead of question", their unbelievable website which is so difficult to navigate round, you need a degree in itself, to send that email. Like so many companies today , they are greedy obtaining as many customers as possible through reasonable pricing, but then not interested in an infrasructure, capable of giving a good service to those customers!! In my opinion, they seem to do everything they can to obstruct reasonable communication with them. Having said that, their pricing seems ok and I didn't have a broadband speed problem at my old address. Both times that I have had trouble, at my old address, it was never really resolved, I have just moved and a week later, I still don't have a landline/broadband and I haven't had any communication from them advising me of any progress!!!
Reviewer
Emily
Location
Basingstoke
Date
21/11/2013
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
We have been with plusnet for 18 months and have had no problems at all. Good speed, no drops in connection, great customer service.
Just moved to a new house and at the same time we reviewed my plan to an even better one with a discount.
Customer service is always really good and great that they use an 0800 contact number.
Internet is always on and always works with no messing about - that's all we need and that is what plusnet provides!
Would definitely recommend.
Reviewer
Andrew
Location
London
Date
20/11/2013
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
2 months after switching my ISP (using MAC code etc, as advised), clearing my last bill and cancelling the direct debit, Plusnet started harassing me for 25 quid. My crime? To have switched to a service provider they didn't like (Post Office). When the salesman told me this charge wouldn't have been applied if I'd switched to BT, I laughed in his face and hung up. Now I'm getting debt collectors' letters
Reviewer
David
Location
Torphichen
Date
17/11/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Slow speed. however they say you judge a company on how they react when things go wrong. Plusnet are truly dreadful. Line is down and they have no service level agreement with BT to fix. Result is I am to be without a phone or broadband for a month. I cannot speak to BT they wont speak to BT and when I phone they say they will phone back in 3 days -what a joke of a company!!
Reviewer
Terrie Prout
Location
Gloucestershire
Date
13/11/2013
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Like some of the above comments, we have been with Plusnet for years. Recently the customer service and the costs/charges have been despicable: Bar one operater that we spoke to all others have been unprofessional sarchastic and far from offering the "reliable service" that they promote. They charged us for their mistakes which appears to be standard practice these days. WARNING:- DO NOT USE PLUSNET.
I would not recommend them to anyone and will certainly never use them again myself.
Reviewer
Mp
Location
Camberley
Date
10/11/2013
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Speed was OK but when terminating contract, account was closed so couldn't access any invoicing details then got threatened with debt management agency because of unpaid monies. Disgusting !!!!!
Reviewer
Grant
Location
Scotland
Date
30/10/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It took them 3 months to set me up (continually contacted them). The broadband was slower than previous provider. Broadband connection was down a number of times. Also took a payment after I had cancelled and I am still waiting for a refund.
Extremely poor service, I won't be back.
Reviewer
Paul M
Location
Wimbourne
Date
29/08/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful service worst 12 months contract I have ever had. Invariably could only get the half the minimum advertised rate - less than 0.5 mb/sec. Despites numerous complaints and commissioning my own telecom engineer to pin point the problem for Plusnet. It was easier for them to constantly ignore the problem. Thank goodness I’m at the end of the contract and have signed up with another provider – can’t be any worse and hopefully they will take customer service seriously.
Finally I have sought out a review site to at least make other think twice about what to expect from Plusnet.
Reviewer
Geoffrey
Location
Wimbledon
Date
10/07/2013
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Hi
have now been with plusnet for 3 months following o2 sale to Sky. Did not move as had terrible service from sky.Speedy set and getting 19mbs. The only compaint I have is that at busy times there can be a long delay in getting through to customer service, though it is free unlike some. When you do get through very helpful and technical issues dealt with promptly
Reviewer
mukil
Location
Edinburgh
Date
18/04/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I took a monthly contract where I need to pay around £55 including 1st month charge. Till 2 months, there was no service provided. I wanted to cancel my account. They asked for £23 pounds again. Remember, there was no service provided. I dont want to pay this amount as it is clear that these guys are bugging money without providing any service. There was a dispute for 2 weeks. At last, they closed my account saying that I dont need to pay anymore. But again, after 1 month, I received a letter saying that I need to pay £23 or else will be sent to debt recovery. It is getting horrible. Dont go with this money sucking guys.
Also, hate their customer service which will take atleast 30 minutes to get connected. Horrible.
Reviewer
victoria
Location
lancs
Date
15/03/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
don't waist your time or money swapping to plusnet NOTHING BUT HASSLE AND PROBLEMS FROM OCTOBER 2012 WHEN CHANGING OVER TO PRESENT MARCH 2013. Didn't bother to advise us of the answer machine (nor ask) engaged tone and an answer machine of our own which didn't work for over 4 months. it took constant emails and complaining about the telephone and internet going off and explaining about engaged tone and a BT ENGINEER TO COME OUT AND FIGURE IT OUT. CANNOT GET THROUGH TO ANYONE TO SPEAK TO ONLY SALES. SO FREEPHONE OR NOT, UNLESS YOU HAVE ALL DAY TO WAIST YOU DON'T GET THROUGH.
NEVER EVEN BOTHERED TO CONNECT US AFTER CHANGING OVER (I had to call them for this and managed to get through at about 4.30am)
THEN THE ROUTER YOU MUST HAVE WAS FAULTY - SO HAD TO WAIT EVEN LONGER. HAD NO INTERNET FOR OVER 5 DAYS.
MARCH 2013 CONSTANTLY COMPLAINING THEY PLACED AN INTERLEAVING THING ON THE PHONE WHICH SPEEDE THINGS UP BUT THE CONNECTION IS GOING OFF AT LEAST ONCE A DAY AND ONE TIMES FOR OVER 5 HOURS
COMPLETE WAIST OF TIME AND JUST NOT A SERVICE THAT I WOULD ADVISE YOU GO TO THE HASSLE OF CHANGING OVER TO, JUST TO FIND YOU HAVE EVEN MORE CONSTANTLY ONGOING PROBLEMS THAN YOUR LAST ISP (I KNOW YOU MAY THINK THAT ISN'T POSSIBLE) BUT JUST SWAP TO PLUSNET AND YOU WILL FIND IT IS !!!
Reviewer
J T
Location
Worcestershire
Date
14/02/2013
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Well I have not even got connected yet and even being a pensioner has not helped with getting my phone connected until two weeks after my other contract ends. It was the same day on the website but when the order came through it was two weeks later.
Reviewer
Peter
Location
Merseyside
Date
18/11/2012
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Have to say that after around 9 months with them in this property and over 7 years in total (previously in N Wales, in 2 houses), I've had brilliant speed and excellent customer support when doing the transfer from there to here.
Speed at old location was around 2.5 Mbps for most of 2011, only 160 kbps and down to zero for 6 months in 2010 (until Openreach replaced the dropwire from the gutter into the house, as the insulation had perished). Speed did drop after the 'upgrade' to ASDL 2+ at the exchange (because I was 5 to 6 km away and attenuation was just over 60 dB, at the kind of level where they might have refused service back in 2001/2).
Can see that there are some who have had long running and serious problems and would only suggest using the USENET facility (in the Member Centre panel) to post a ticket number on the customer-service newsgroup and one of their specialist team who monitor newsgroups and a few other web sites may be able to move you from unhappy to happy, and might even be able to reduce cost for a while as a measure of goodwill.
I would not recommend PN to clients (and my own family) if I didn't have faith in the support and customer service staff, and no, I'm not employed by them, but just another (happy) customer, planning to switch from the Extra (60 GB/month) to Fibre Extra (250 GB) once my exchange is upgraded in December.
Reviewer
Richard
Location
Cheshire
Date
09/11/2012
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Having read a series of reviews about BT, Talk Talk and Plus Net, it's clear that every provider has at least some dissatisfied customers. I've been with Plus Net for nearly 10 years and their reliability and technical support has been superb in that time. Yes, we drop the connection now and then, but it looks like that's universal. I'm only considering a switch to get a better combined TV and broadband deal - as I read these reviews, I'm thinking change might be the worst thing I could do. Why mend something that ain't broke?
Reviewer
Chris
Location
Trystings Close
Date
14/04/2012
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Old fashioned very poor speeds, often reduced to similar to the old dial up speed. Used to be much faster but has slowed down in recent years.
Thinking of switching to Virgin.
Reviewer
SB
Location
mnchester
Date
11/04/2012
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
the most arrogant staff i have ever had to deal with.simply could not wait to hang up!
Reviewer
Broken man
Location
Surrey
Date
20/03/2012
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Regretfully I am obliged to award PN one star for all aspects of what it laughingly calls service. They deserve negative ratings all the way through. Appalling company with arrogant unhelpful support staff who couldn't give a toss about customer service. Now moving on after months of trying to resolve a problem. Good bye and good riddance to the most vile company I have ever dealt with.
Reviewer
Doglistener
Location
London
Date
28/12/2011
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
I have been with Plusnet over 10 years and can say they have got gradually worse as they got bigger.
There finance section hasn't got a clue. At present they are billing me for a service i do not have. They have charged me twice as much for the service amount I am listed to pay and they are holding onto my money.
They claim honest broadband from Yorkshire. As far as i am concerned there is nothing honest about this company.
Reviewer
woodburn636
Location
United Kingdom
Date
10/11/2011
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have found PLUSNET to be excellent overall - their tech support and call centres are in Yorkshire. They offer a variety of packages to suit all requirements/budgets.
Also you can have broadband only or include home phone in your package. I have not had any problems with them.
Please add my user name; woodburn636 as a referer when you sign up and I will receive a small discount and you will receive excellent broadband and can then go on to refer others.
Reviewer
TONY T
Location
MANCHESTER,CHORLTON M21 7RW
Date
16/08/2011
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
For the price it is top rate ISP and i got the first 6 month's free and in general far better the Virgin which i left after 12 years.
Reviewer
Pedro
Location
West Yorkshire
Date
01/07/2011
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Used to have a top class service on the up to 8Mb product. Reliability now very poor on up to 20Mb. Many disconnections and told that 3 disconnections per day acceptable. Speed is satisfactory.
Reviewer
TGunn
Location
Norfolk
Date
19/06/2011
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Had plusnet 3 yrs no problems great service . speeds average will be better when BT get their act together and put in better phone lines etc .
Reviewer
darmcgar
Location
S/W cotland
Date
07/06/2011
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
the worst mistake i ever made, 6 weeks of really poor service & call centre that's always putting you on hold. if you think it's too good a deal it probably is. think about the £65 you'll have to pay to get your mac code, expensive mistake which left me unable to afford any broadband service.
Reviewer
David
Location
Sidlesham
Date
06/04/2011
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Was with them for two years after leaving BT due to enjoying a month of downtime plus a customer care package earlier than Neanderthal.
All fine so long as nothing went wrong - then Plusnet show their true 'colours' - "Tech Support" insist on you first purchasing new router, line filters and even suggested I should cart my systems 'to a neighbours' to prove it all worked BEFORE they would actually "DO" anything ! A useless set of plonkers - AVOID AT ALL COSTS is MY opinion !
If you have to deal direct and handle all your own repairs, then you may as well cut out the "Plusnet Middleman" and deal with BT !
I live in a small village away from a large city environment, so BT with all their vexatious "terms and conditions and exclusions running to 80 pages of microprint apply" and a "Helpdesk" in India can sometimes actually be the only option.
The only "good" thing about Plusnet was the MAC code to LEAVE !
Reviewer
Colin Brittain
Location
Yorkshire
Date
16/03/2011
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
On the face of it the speed is better than I was getting with Orange, which was barely over a dial up connection.
The increase in speed with Plusnet is fairer but when I see adverts ofr speeds of up to 20mb, I feel a little cheated!
Reviewer
Unhappy
Location
London
Date
14/03/2011
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is an absolutely terrible broadband service provider! I was shocked at how poor all aspects of the service is. From customer service where they did not even run routine tests to check what the problem was, and led to us having to repeatedly call up and not having internet for the 1st 3 months we were paying. The broadband keeps dropping out and is unbelievably slow - I paid for 20mbs not 60kbs! So far we have only had ONE week of decent service in the 5 months we have been paying.
I am unfortunately stuck for another 7 months a I foolishly took out a contract for 12 months.
DO NOT TAKE THIS SERVICE PROVIDER!
Pay a little more for much better service.
Reviewer
Andy Turner
Location
Sale, Cheshire
Date
25/10/2010
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Was with Sky Broadband who advised I couldn't have more than 8Mb connection. Checked the BT Exchange who advised I could get upto 15Mb. Looked at Plusnet who advised that I could have 12Mb for £11.99 which has saved me £6 per month and almost doubled my connection speed. At best, I could only average 4-6Mb with Sky. I'd strongly recommend that people check-out Plusnet as they're realy good.
Reviewer
Patrick Sykes
Location
Date
18/09/2010
Ratings
Customer Service
3.00 stars
Reliability
2.00 stars
Comments:
Router shows a connection speed of 6MB but download is rarely above 2MB. In the past and with Nildram download speed was over 5MB.
Reviewer
Dan
Location
London WC 1
Date
21/08/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would not give PlusNet any stars at all, but your rating system insists on providing at least one.
I regret taking out a subscription to PlusNet. It is not broadband as I recognise it. Snailband would be a fairer description. Some of my dial-up subscriptions in the 1990s were faster.
It takes up to a minute to load a simple web page. Ditto with opening emails. Opening even small attachments on emails can take even longer.
The same machine and everything else worked perfectly fine with Tiscali and even better with BT Broadband.
I have the impression PlusNet is working on the remainder bandwidth of a larger supplier.
However, notwithstanding the foregoing, I must stress this is only my personal experience. Other customers of PlusNet may be more fortunate. There are local idiosyncrasies with every broadband supplier and none is anywhere near perfect.
Reviewer
bhj
Location
Denbighshire
Date
24/06/2010
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Brilliant support team.All promises fulfilled
Reviewer
Gustavo
Location
London SW5
Date
03/06/2010
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The broadband never worked. It's really cheap, but you get less than you pay for.
Its always going down and the speed at nigh times goes no further than 800 kbps sometimes when you are lucky it comes up to 2000, but this happens on 31st of February.
When you call the support they say that is fault of the computer, the socket, the filter, the TV, the weather... every time is a different and also very creative excuse for the broadband that not works.
If you like to suffer, please sign up with them, they really don't give a s... if you are getting a good service or not.
Reviewer
Rafael
Location
Potton
Date
23/04/2010
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Speed can fluctuate but that is more a fault of the Openreach exchange capacity always at maximum than Plusnets fault. Lost a point on customer service if only because first line do not always listen to a technical report but then I am a telecoms engineer so that is not necessarily fair, second line are very clued up and on the ball.
Reviewer
Paul B
Location
Nottingham
Date
03/04/2010
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Good service for the price. Yes, it is managed but unlimited from midnight to 8am. Much better than my previous supplier - Talk Talk.
Reviewer
Jan Parker
Location
Aughton
Date
02/09/2009
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Since being with PlusNet my lady wife knows how to reset the router, I will be requesting the MAC code very soon. Never mind their Blurb just think of the Money and the word Throttle, which is what I'd like to do with Plusnet.
Reviewer
David Upton
Location
Sutton Coldfield
Date
02/08/2009
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Paying for up to 8mb getting 2-3mb
Reviewer
Henry Richardson
Location
UK
Date
31/07/2009
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Slow connection at peak times.Speed as measured never ever reaches claimed speed.typicaly 1.5 mbps.No where near 8 mbps !
Comments: