Plusnet Reviews

Name: Plusnet
Rating: 1.34

1.3 Rating 409 Reviews

7 %

of reviewers recommend Plusnet

Company Reviews

Questions

Metrics

1.3

Based on 409 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
On-time Delivery	Greater than 15%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult

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Anonymous // 01/01/2019

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“Awful. No services worked, full bills paid without any compensation, they mis sold me fibre which was also rubbish, gave them tons of chances before i left. Now being chased for cancellation fee. I never even had a landline for months”

Helpful Report

Posted 6 years ago

“Upgrade resulted in no internet for 2 and a half days I am an existing customer and been with them for over 3 years now. When my contract finished, I started paying more with ought any notice or email saying its time to upgrade. When I enquired about it over online chat, they said I can upgrade to fibre and pay less. Of course, I was well thrilled with that and asked what is it that I need to do. This overly confident "advisor" called Dean said, that they will move me to a different plan and I don't need to do anything, and my internet service will not be lost at any point of this move. Also, there is no new route needed, they just send me the text on the day of upgrade and I simply need to restart the current router that I have lol! I thought that’s a bit strange and very cheeky of Plusnet to put a cap on my router and (just in case) asked for my chat transcript. So, within a week and a half, I received a text from Plusnet saying there is disruption with my services, and they are sending an engineer to look at it. I was working from home and my internet was working fine but lost it completely after the that text message. Then, shortly after I received a call from the engineer called Harry Shine and he said that he is coming to fix my internet. I asked him what was wrong with it and told him about my upcoming upgrade (thought it could be related), he said he had no clue in that case and said that it should be working fine for me now, in fact assured me and hang up the phone. I called Plusnet Technical support and they said that my new router was ordered, but then order got cancelled. This person on the phone was rude and didn't really care that I lost days’ work, also couldn't say when my internet be back on and offered me to use BT hub or go to a coffee shop!! I asked to talk to his manager, so he finally scheduled a call. This manager, named - Gareth Nathan from Sheffield said that they don't even have router in stock, and he is not sure how long it will take to send one out. He offered me to go to the shop and buy one, then ring them back to configure over the phone. I simply refused, I have a life to live, not take a day off and configure routers! In the end this took 2 and a half days to sort out. Company is absolute shambles and all the new customers should watch out for they undeliverable promises. If you offer an upgrade, make sure that your customer have appropriate equipment available, before disconnecting them! I was offered £25 pounds to cover the damage, ridiculous!”

Helpful Report

Posted 6 years ago

“Terrible attitude towards customers!! Switch provider due the the plus net broad band been so poor and was advised to cancel my direct debit. Never heard any more till a letter from a third party debit collect company turned up due to in paid bills for the broadband they were no longer providing????? Called on several occasions but no one at plus net interested in helping, in fact were very rude!!! Never missed a payment with them and not prepared to pay for a service I no longer receive!!! Never use awful experience”

Helpful Report

Posted 6 years ago

“Placed an order with PlusNet for broadband and phone. I was told it would all be in place in 10 days from order. On the tenth day I rang PlusNet who advised that it would be at least a further 2 weeks...I immediately demanded a cancellation and was told that I would be transferred to the cancellation team...After waiting to be answered for over 20mins I gave up. I then decided to ring PlusNet sales team and got answered straight away! I took this opportunity to insist on my order being cancelled and not have the call transferred t another team. This was duly done, now just waiting for my initial payment refund.”

Helpful Report

Posted 6 years ago

“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.”

Helpful Report

Posted 6 years ago

“been with plusnet for 4 yrs first 2 yrs were great but recently discovered they been charging me nearly double for last 2 yrs. they been giving me every excuse in the book and refusing to refund me and was very rude to me on the phone told them i was disabled and didnt need the stress all he said was DO WHAT YOU WANT YOU NOT GOT A CHANCE. never been treated that bad in my life will never be going back to them even if there the only provider in the world.”

Helpful Report

Posted 6 years ago

“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.”

Helpful Report

Posted 6 years ago

“Hi just recently moved business premises this company could not provide my service on the new the new exchange so they blackmailed me with threats of debt collectors into paying a £250 cancellation fee for a service they couldt provide”

Helpful Report

Posted 6 years ago

“Cant believe no one has mentioned how rubbish their wifi router is ? Its an old BT Home Hub 5 old tech now and just rebadged . What a pile of trash . BT Home Hub 6 is the best out their and works on Plusnet too just google it to end your wifi woes !”

Helpful Report

Posted 6 years ago

“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.”

Helpful Report

Posted 6 years ago

“They have been overchanging me a minimum of £11 each month since I upgraded my contract in November. At the moment, I am off pocket £70+ and there seem to be no way I can have them fix it. Every time I open a ticket they say that their accountancy section does not work, and they will open a ticket with accountancy colleagues. Well, it is March and they just set me another overcharge. £15,99 instead of £5, this time. I have paid all my phone line charges 1 year in advance, and I have a deal for £5 a month on fibre, for 18 months. Such a pity, it used to be a good company, I have been with them 10 years or so. But since 5 years it has been getting worst, first for quality of service, then for customer care (they used to be top here on trust pilot) and then accountancy. I do not know what to do anymore, but I promised them that I would write bad reviews on every website I know if they did not fix it this month, which they did not.”

Helpful Report

Posted 6 years ago

“Every single time their system fails to keep my direct debit details for easy payments and instant direct debit on bill due date, then they penalize me for not paying by limiting my connection to barely non existant, as i cant pay until a link is sent to me 2 weeks later, 2 weeks out of a month i get next to no internet, because they cant lock down a direct debit properly (had no issues elsewhere) thats 24 weeks a year i get poor to no connection ... THATS 46% OF THE YEAR!!! ...trust me... AVOID!!! Oh and set up and start up was late and they sent me a broken modem first time round too!!!”

Helpful Report

Posted 6 years ago

“Service Outages every two weeks, no apologies, no updates, i'd moved from EE, thinking it was the same network, but never had the problems I have since joining plusnet. will be leaving.”

Helpful Report

Posted 6 years ago

“last year they cancelled my contract then put me on a more expensive one this year will not drop prices for loyalty just left me with a rolling contract. all pie crust promises.”

Helpful Report

Posted 6 years ago

“We have been with Plusnet for a considerable while now, and have experienced very few problems. Everyone at home uses the internet, and our broadband is used considerably. We have fibre broadband, and speeds are very good, no complaints usually. Customer service can be slow at busy periods, but staff are always pleasant, cheerful and offer genuine assistance.”

Helpful Report

Posted 6 years ago

“So easy to transfer and good communication via email and phone calls once up and runnin.”

Helpful Report

Posted 6 years ago

“These will not do ya proud, they just take your money, customer service is rude and un helpful, they lie, never go with PLUSNET STAY AWAY..”

Helpful Report

Posted 6 years ago

“What went wrong with plusnet? Everything. All horrible reviews must be true, after months of battles with that company I just gave up and close my account with them. Plusnet should pay customers for using their services. How it is possible they are still legal?”

Helpful Report

Posted 6 years ago

“Plusnet claims if you have a fault at the beginning they will release you from your contract. We had at least 5 occasions when the internet went down, they would not release us. They claim to give first class customer service but you must wait between 45 and 75 minutes for them to answer the phone even when both phone and broadband are down and refunds are non existent. They will do us proud YES WE'VE been DONE PROUD!! and we're stuck for 18 months. Go elsewhere they might still do you but not as badly as this lot.”

Helpful Report

Posted 6 years ago

“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 reassured 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 this 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.”

Helpful Report

Posted 6 years ago

Plusnet is rated 1.3 based on 409 reviews