Plusnet Reviews

1.35 Rating 329 Reviews
8 %
of reviewers recommend Plusnet
Merchant Metrics
Shipping & Delivery
Delivery Methods
Postal Service, Courier, Own Driver
On-time Delivery
Greater than 9%
Customer Service
Communication Channels
Telephone, Live Chat, Email
Queries Resolved In
Over A Week
Customer Service
1.28 out of 5
Avg Email Response Time
-1 hours
Returns & Refunds
Refunds Process
Difficult
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Anonymous
Anonymous  // 01/01/2019
A terrible company. I wish I had never taken out a contract with plusnet. I have been with this company since April 2021 and I have had nothing but issues with them. Initially they took a payment by direct debit on the 1st of the month as I requested. A payment was taken on the 1s June and again on the 29th June. I cancelled my direct debit and re instated following making a complaint. It was agreed that my monthly direct debit would be taken on the 2nd of the month. This did not happen and my direct debit was taken in the middle of the month. I cancelled my direct debit again and decided to pay when the bill was produced. Plusnet claim that my bill is due on the 1st of each month. I received a text message requesting a payment on the 1st December. I had a busy day at work and without any warning my internet and phone line was disconnected on the 3rd December 2021. I rang to complain and I was told that it is in my contract that they can do this. When my contract ends I will be leaving plusnet.
Helpful Report
Posted 2 hours ago
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. 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
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Posted 22 hours ago
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.
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Posted 2 weeks ago
Broadband operates well, the only issue I have is very poor email loading over the last 12 or so months. Up to 4 mins to log on or no access at all for hours at times. In this day and age, just not acceptable in my opinion. Perhaps the Covid virus is nibbling away at the fibre optic or conventional conductors ??
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Posted 3 weeks ago
If only I'd read TrustPilot before I had gone with awful PlusNet Oh how I wish I had seen this before I moved to this appalling company. Dreadful service, no signal on mobile inside (apparently in their terms and conditions they do not guarantee a signal indoors) When I called to ask why I had no signal indoors, I was told it was a problem with the mast in my area right up until I was out of my cooling period, then I was told the truth. Shocking. Then you send emails to get support but they don't read them. They call the mobile you can't get a signal with and leave infuriating messages that you can only listen to when you are outdoors, standing next to an EE mast (that does work but only if you're outdoors!) Avoid this company at all costs. Dreadful mobile signal and appalling customer support.
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Posted 1 month ago
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.  
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Posted 2 months ago
Best price found on the internet which very good internet connection
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Posted 2 months ago
Appalling company. Moved house and then the problems mounted. They had no control over a cowboy engineer, then displayed total ineptitude in the aftermath through shockingly bad customer service.
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Posted 2 months ago
I’d rather give no star. I didn’t even hold an account with them and they have registered missed payments on my credit file. I have tried to resolve this with them but because they have my details somehow they claim the account was mine. Anyone could hold my details so this must be fraud. They haven’t even opened up to investigate it.
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Posted 3 months ago
Repeated issues with speed on 2.4ghz… Repeated issues with speed on 2.4ghz channel, when a static IP is added this cures problem and I am told there is an issue with their routers and exchange. When I call I get the same set of standard excuses of not having a guaranteed speed despite the fact that it runs at below 1mb when on 5ghz it is 50mb. I have to get very grumpy to get them lo listen. Terrible customer service, terrible broadband.
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Posted 4 months ago
The worst experience I have had with a broadband provider who constantly emailed me to tell me I wanted to change service providers and therefore would cease my telephone/broadband line from a certain date. On all 3 occasions I had to contact a Plusnet employee to explain I had not requested to change provider and every time the same statement "do not worry we get this all the time, you will have a continued service without interruption". After the third call and being re-assured all would be fine they then decided to cease my line without my knowledge. After 24 hrs of calls back and forth to which I lost a substantial amount of business they re-instated the line and said sorry. I do not understand how they can claim they are voted a great service provider as they wont compensate customer for their short comings and failure to protect a customers data.
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Posted 4 months ago
Shame you can't give zero. When it works it's OK but god forbid if there is a problem. took them a MONTH to sort it out, no phone or internet. Excuses were like joke out of a Xmas cracker. I know a bit about telecoms (worked in IT for over 40 years) and the excuses just did not add up (basically lies). Then to add insult to injury, when I changed suppliers they messed that up and I lost my landline number and charged me for the privilege!! Should be renamed to Zeronet or better still Minusnet.
Helpful Report
Posted 4 months ago
"PLUSNET - WE'LL DO YOU UP!!!" AVOID UNLESS YOU ENJOY BEING CONNED - WOULD GIVE ZERO STAR'S IF POSSIBLE. Where do I start? 1 - Repeated issues with the "service" randomly dropping out. 2- Repeated issues with the phone "service" not working. 3 - TOTAL CALLOUSNESS! Which led to two vulnerable pensioners in their late 80's being cut off WITHOUT WARNING. They were left without a phone for four days!! 4 - WORSE PRICING THAN A LOAN SHARK - After the contract expired the same elderly persons were hit with a bill more than four times the monthly payments on their original contract!! 5 - EXTORTION AND SHARP PRACTICES: In order to "resolve" the issue, they insisted that an 87 y/o man be forced to sign up to a 2 & 1/2 year contract - and then emailed the "contract" THIS HAPPENED ---REALLY!! While I hate to see people loose their jobs, I would happily see the whole shambolic lot go under...You have been warned..
Helpful Report
Posted 4 months ago
They’re a scam, they don’t give you what they promise and the internet cuts out every 10 minutes for hours at a time, have to use my mobile data to prepare for uni instead. Don’t trust them with a penny.
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Posted 5 months ago
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!
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Posted 5 months ago
Mobile from Plusnet don’t get same deals for 12 month contact and better deals 30 days. Doesn’t seem correct when you’ve committed for a year getting 5 GB LESS not recommended.
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Posted 5 months ago
Great service, fantastic customer service & brilliant prices
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Posted 5 months ago
terrible internet conection - constantly goes on and off so useless .. when I ring up to complain, I have to arrange a engineer to come out although it imediately is 'fixed after getting off the phone !! Then the engineer comes out and theres no fault surprise !! and they charge me £65 !! avoid they are scamming their customers !!! If I could give minus stars I would - plusnet need looking into as they are scamming their customers stuck in contract with them !
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Posted 5 months ago
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.
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Posted 6 months ago
I started off with 46 MB headline speeds. I'm now getting 19 MB with PlusNet. I am starting to think PlusNet can't afford their data backhaul or something. Otherwise why would they constantly slow customers lines down overnight? If you call in you deal with terrible untrained support that lie and hardly know anything. Worst ISP I've used ever.
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Posted 6 months ago
Plusnet is rated 1.35 based on 329 reviews