Plusnet Reviews

Name: Plusnet
Rating: 1.33

1.3 Rating 396 Reviews

7 %

of reviewers recommend Plusnet

Company Reviews

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Metrics

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

Sort by: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 5 years ago

“Almost doubled my monthly charge without telling me when my initial contract came to an end- no warning that it was nearing the time to renew. No problems with the actual broadband provided but very long wait times to talk to someone when you need to.”

Helpful Report

Posted 5 years ago

“I cancelled my order within days of ordering a package. I even received a message confirming this from your very helpful customer service adviser. However since then I have had two messages telling me a router is on its way for me to begin using Plusnet. This package will not be opened when it comes. I have tried and tried to get through to Plusnet to let you know but I am either told I have to wait on the phone for anything between 20 and 40...yes 40 mins....So I try to text and e:mail but you dont accept these. So I try online live chat but guess what .....unavailable. It seems pretty ridiculous that a company can make itself so difficult for its customers to communicate with. Virgin has its faults but at least I can ring them or contact them online and get a response. Please save yourself the bother of sending this router.”

Helpful Report

Posted 5 years ago

“With my then current 1 year contract ended their salesman phoned my home telephone with a great deal as he put it. After he had finished gabbling on, I looked at the deal and, realized I could get a better deal elsewhere. Following evening I cancelled the deal and, moved to another Broadband/phone provider. Since then I have spent ages on the phone to Plusnet wanting to know why they penalized me for 12 months of Broadband payments when technically already out of contract. Further more, I have received further bills even though I am no longer receiving their Broadband / phone package even though they need to refund me money they have already taken, from my bank account. Their answer on the phone was to cancel the bank direct debit to stop anymore Plusnet money grabs. Really this company is a shambles and, need to get their act together.”

Helpful Report

Posted 5 years ago

“Problems getting connected in new house. Spent literally hours trying to speak to staff in call centre. Staff very pleasant but would rather not have to wait for literally an hour each time I want to contact them! After the second engineer visit my broadband was up and running but I discovered 3 months later that I was getting charged £65 for this! Shocking customer service. I thought they had a good reputation but I was sorely disappointed.”

Helpful Report

Posted 6 years ago

“Unfortunately they don't live up to their promise to 'do you proud'. Long waits to get through to customer support. Live chat that isn't and long fix times to repair faults.”

Helpful Report

Posted 6 years ago

“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.”

Helpful Report

Posted 6 years ago

“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!”

Helpful Report

Posted 3 weeks ago

“i’ve currently been waiting for Broadband to be installed for around seven weeks. After speaking to them again today they still have no completion date and they will update me next week.”

Helpful Report

Posted 1 month ago

“i’ve currently been waiting for Broadband to be installed for around seven weeks. After speaking to them again today they still have no completion date and they will update me next week.”

Helpful Report

Posted 1 month ago

“The company phone line has been down all day, clown ring's me on my mobile phone I've used to contact them on, asking me security questions, to prove who I am, "WHAT" do they think I'm going to do!!, its a phone line, what crime can I commit, not like I can steal anything. 6 hours and still none the wiser. bet there is no mention of compensation”

Helpful Report

Posted 1 month ago

“Wish I'd read the reviews before going with this company. My issue is really just with pricing. They have a clause in the contract that allows them to raise the price every March. This is ridiculous - if I'm contracting for 31.99 a month for 24 months, that is what I should be paying. Nope, not with plusnet. The plus stands for the fact they are going to add something on every March. I felt it was particularly ridiculous that my contract only started in January. I had my contract less than 2 months before they decided to increase the price. If I had known they had this clause, I would have gone with someone else, and the joke will be on Plusnet in the end, because instead of getting my business for 10 years or even more, I will be leaving at the end of the contract and in the meantime they can have a bunch of poor reviews for this condition in their contract.”

Helpful Report

Posted 2 months ago

“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.”

Helpful Report

Posted 4 months ago

“Disconnected my broadband and landline by “mistake” and then refused to reconnect them. Staff were rude and unhelpful and senior complaints guy was even worse. I complained about him but he wrote back dismissing my complaint.. sums up the company”

Helpful Report

Posted 5 months ago

“Plusnet has offered a diabolical service to my flat. At first it worked perfectly then, for the past 4 months is just does not work. When I called the busy customer service (I guess they are always busy because everyone must be, as I am, complaining about their services), they were just not helpful but they sent 3 people to my flat that they call engineers. Well, the first one whilst working told me that he had not got a clue what he was doing. Fair enough, nothing worked. The second one, changed the router and left saying that it would be perfect now. Ha! that was the joke of the year. The last one knew a lot about net working but did not understand what the customer service note meant. Finally, after a month trying whatever they thought would work. They decided that if I wanted I could leave. As I am bed bound for 6 weeks, I need the wifi working but my TV does not have wifi, it connects but it does not play anything if connected to my wifi. Then, I will have to pay until it will be disconnected even though it does not work. GREAT DEAL for Plusnet, I am paying for their service that I never got. Keep away from Plusnet.”

Helpful Report

Posted 6 months ago

“I was told by Plusnet that it would be easy to move to EE I asked if there would be any searches as I have a near perfect credit score well I did have . Not only did EE put a hard serch in they did two even though I only have two six pounds a month Sims and only one account number so if you change and you value your credit score beware of ee”

Helpful Report

Posted 7 months ago

“Plusnet email saying they are going to close their mobile network and that I should transfer to another company. This I did and I closed my direct debit with plus net. As soon as I did this they restricted my account. Although they take money in advance they could not wait to restrict my service. The lest they could have done was to leave the service on until my money had run out and sent me a warning message. But no they were so quick to shut the account down and then blame me for not reading the Ts and Cs. So quick to take your money, now I'll wait and see how long it takes for them to refund me the difference.”

Helpful Report

Posted 9 months ago

“I wish that I could give this hopeless, ridiculous useless company and the incompetent staff who resulted in my present misery zero stars. I was with John Lewis broadband provided by plusnet. John Lewis told me that they were going to stop their service and that I should switch to Plusnet. I thought that it would be easy for Plusnet to take over the whole thing. Oh dear no!!! They could not set up my Plusnet contract properly. I am being charged £56 per month. instead of the £27 which was agreed. They cannot stop John Lewis from continuing to charge me. The changeover did not happen on the day that Plusnet notified me that it would. When I phoned up to see what was going on I was immediately charged £56 even though I was charged an initial payment of £27 when the contract was supposed to have been set up. None of them has a clue. Please don't have anything to do with them. You will bitterly regret it. I am desperate. How can I escape from this nightmare?”

Helpful Report

Posted 9 months ago

“Everything up and running for 9 days, I was told they had cut of my internet immediately and then the would be resumed in a week, on the seventh day it changed to 10 days, I’m leaving they are rubbish at providing a service , they couldn’t give me an understandable reason why my broadband was shut down .”

Helpful Report

Posted 9 months ago

“I am being charged for services I don't use. No benefit to me or anyone for that matter. Not necessarily a scam but I would recommend you check them out before you commit. Buyer beware.”

Helpful Report

Posted 10 months ago

Plusnet is rated 1.3 based on 396 reviews