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Plusnet Reviews

1.3 Rating 396 Reviews

7 %

of reviewers recommend Plusnet

Company Reviews

1.3

Based on 396 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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Plusnet 1 star review on 10th January 2022

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Stayed in for a day as requested by Plusnet for a broadband problem to be fixed. Problem not fixed, and no communication from Plusnet. Waste of a day. Awful customer service. No doubt I will still be charged for the service I am not receiving. Worth trying a different ISP!”

Posted 1 year ago

“If I could give them no stars I would. Cancelled the sim I'd purchased for my son on a one month buy now cancel at anytime agreement online. As he'd turned 18 (was willing to pay for his own phone) it turns out that if you dont phone they automatically renew! Without your consent. And sign you up to a 12 month contract. I've now been charged a late payment fee and now I have to pay for a 12 month contract I'm not using. Phoning them is infuriating! I was passed to 5 different people. They try to take direct debits 7 days before due. Or at random times. Please avoid this company at all costs.”

Posted 1 year ago

“I thought that I had followed their instructions to close my contract. However they kept invoicing me. I ignored these invoices thinking that it was an error on their part, only to be hit with a £10 late payment charge”

Posted 1 year ago

“Misleading poor customer service prices increases lack of notification for bills untimely response to phone calls basically plusnet are no good just money oriented can't wait to leave”

Posted 1 year ago

“They put my broadband bill up by £6 without notice. You'll wait hours on hold to speak to someone. Awful company that used to be good. Now rubbish”

Posted 2 years ago

“Been with them a matter of weeks paying £23.99 for a 36mb package that is £22.99 on their website. Just went up to £28.17 a month”

Posted 2 years ago

“They have no clue what there doing have spent more time on the phone to them then getting a service took 2 days of work for the issue to be resolved and still haven't fixed and now want me to take another day of work for what not to solve the problem in the 14 day cancellation 12 days in and want me to wait 72 more hour for 3 engineer to come out so they can change me .. Wouldn't recommend to anyone as won't want you to waste your time or money Shocking service”

Posted 2 years ago

“I'd give no stats if possible I called there hopeless call center que my bill has it has gone up more than £5 they said they couldn't find me on the system or access my account??? The lady didn't seem to know what day it was God knows how she got a job I gave at least 5 things of dpa when security only require 3 by law an still she said she can't find me or I can't pass security I only use the line for internet so didn't know my landline number but could confirm my full name dob email address Mobile number even my account username still she wouldn't assist me so I asked for a manager which then I was put through to someone else who again went through security again an couldn't find my details and guess what wasn't a manager after 30 min for nothing I hung up and went online to find what I needed don't give your money to these mugs they'll raise your costs an then say they can't find you on system so you can't even then cancel should have stayed with talk talk”

Posted 2 years ago

“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”

Posted 2 years ago

“Weeks without broadband, paying for a business line too! Finally they have agreed to let me cancel the contract, how nice of them!”

Posted 2 years ago

“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.”

Posted 2 years ago

“STAY AWAY!!!! Go to a serious company that actually cares for their customers and their satiafaction. 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”

Posted 2 years ago

“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!”

Posted 2 years ago

“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!!”

Posted 2 years ago

“Terrible, my internet would never reach into another room, had to buy a booster, still didn't help. Then put in a notice to leave for the end of the month, they cancelled a few days after my phone call, rang to ask them to put my internet back on, said they weren't sure what had happened and couldn't reinstate my internet for another two weeks. Left without internet all month and I work from home, it was a nightmare.”

Posted 2 years ago

“Slow speeds, constant dropping out CS answer is switch the router off which is a temporary fix, not interested in providing the service they promised. Had to purchase extra data off my phone company just to have a reliable internet at home ! AVOID at all costs cannot wait until our contract ends.”

Posted 2 years ago

“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.”

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

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!!!🤬”

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. 👀🤬.”

Posted 2 years ago

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Plusnet is rated 1.3 based on 396 reviews