Plusnet Reviews

1.3 Rating 395 Reviews
7 %
of reviewers recommend Plusnet
1.3
Based on 395 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
1.3 out of 5
Avg Email Response Time
-1 hours
Returns & Refunds
Refunds Process
Difficult
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I signed up for plusnet tempted by the £50 reward card & 18 month contract , broadband is ok was promised the reward card after 30 days did not receive it or had an e-mail as promised to activate the reward. After several phone calls & promises of call backs , which never happened the sales team then said they could not find my telephone recording of me signing up my contract on the phone so they do not no if i signed for that offer !! So they more or less said i was a liar !! Terrible customer service , AVOID , AVOID AVOID !!! Do not sign up with this company they are awful !! i wish i had read the google reviews before i signed up !!!!!!! I would give a zero if i could.
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Posted 2 years ago
Moved from BT to plusnet and regretted it since. From download speeds of 40plus I’m now grateful if it gets up to 4Mbps. I was tempted by the £26/ month with “average download speeds of 36”. Customer service is convoluted to get near. Terrible service.
Plusnet 1 star review on 10th January 2022
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Posted 2 years ago
Never go with a company where the call handlers speak like eeem, eeem,eeem, about twenty times!. Some creep put me on permanent hold! Late afternoon 7th January.2022.. Even though the situation has reached a dodgy stage- thanks to them.! Confirmed that I wanted to cancel, back in August in 2021. THAT was ignored.. Then letters I wrote- ignored,too. Emails were not acknowledged.. The account was never officially up and running.! As previously explained- the SIM card did not work!!! Now the animals have passed me onto a debt collection agency! 98 reasons NOT to join the eeem, eeem, eeem, mob!!!🤬
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Posted 2 years ago
I tried to cancel this service- which incidentally was never even activated.!!! I was told by someone AFTER that it is a poor signal area ..( though, obviously of course not by them!). The Sim card did not fit into my mobile phone. I proceeded to phone Customer Support on Saturday 28th August,2021 and request a new sim-card, whereby the person was un-cooperative. Sent a letter of cancellation( to some address in Sheffield) after, they ignored that. Emails ignored too. Now the evil skum have landed me onto Debt Collection dept. 👀🤬.
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Posted 2 years ago
Took payment closed account and then sold my information to a company who also requested same payment plusnet took avoid try sky!
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Posted 2 years ago
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. Cant wait to get transferred to my new broadband provider.
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Posted 2 years ago
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.
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Posted 2 years 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 2 years 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 years 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 2 years 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 2 years 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 years ago
Best price found on the internet which very good internet connection
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Posted 2 years 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 years 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 2 years 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 2 years 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 2 years 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.
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Posted 2 years 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..
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Posted 2 years 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 2 years ago
Plusnet is rated 1.3 based on 395 reviews