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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

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

“Absolutely horrendous. Internet always going off and sometimes for 2 weeks. They said they would pay compensation paid 30 days after faults is resolved however, keep opening the same complaint because it's the same fault therefore avoiding paying the compensation.”

Posted 1 year ago

“terrible customer services even though I was not in contract they are refusing to shut my account down never use again or recommend”

Posted 1 year ago

“Honestly the worst customer experience I have ever encountered. Insincere and utterly unreliable. Their customer service representatives might be extremely charming and say all the right things when you are on the phone with them but there is zero follow through and absolutely no accountability. Once they hang up, you are forgotten. We had three different installation appointments across December where no one turned up. We were then promised a dongle would be couriered across to us overnight to provide us with interim connectivity until they could book in a fourth installation appointment. That dongle never arrived. Umpteen promises of calls back to sort things out – they never materialised. So many broken promises. What makes this even worse is that this was for my mum who is registered with them as a vulnerable person due to health issues and yet they still left her without any type of connectivity for over a month. Just really, really disappointing.”

Posted 1 year ago

“Upon contacting your services in August, I was informed that, as I did not have an English bank account, I only needed to borrow a friend's account information and then, when I had a user profile, I could put in my Norwegian details. This proved to be false. Further, as I only entered into a contract based on the information provided here, this counts as "negligent misrepresentation" (if not fraudulent), please see section 2(1) of the Misrepresentation Act of 1967. I never received either a phone line or broadband router, as I have informed the customer service team on the phone several times. Not hearing anything for months, I was shocked when my friend told me that you had taken a monthly fee from his account. When contacting customer service (again). After apologising for not delivering the service, thereby admitting that it was not in effect, customer service still insisted that I kept paying until they could install one later in January (four months later). I would therefore pay a monthly fee prior to the installment of the service. By then, of course, I never wanted anything more to do with this company. Finally, I insisted on cancelling my "subscription" with Plusnet. Talking to a very apologetic young man on the phone, he tried urgently to convince his manager that I would be exempt from the cancellation fee since I did not actually cancel anything (since no service was ever supplied). Yet the manager, of course, insisted on the cancellation fee to be paid. This is shameless, fraudulent, and disgusting behaviour, to demand payments and fees for a service without ever supplying it.”

Posted 1 year ago

“Connection has been dropping out continously throughout the day for well over a month now. Anything from 5/6 connection drops a day to almost hourly and many times throughout the night. Issues happen, I understand and it's how these things are resolved that count. I've tried absolutely everything internally, swapped out every ethernet cable for new. Process of elimination removed every device from the router. Brand new filter. Removed phone connection. Tried several computers. Disabled wifi. etc etc etc. This was off of my own back by the way because plusnet sure haven't tried anything other than sending a new router (which didn't work by the way). Well it hasn't been resolved. Countless phone calls and hours wasted later, I have been promised engineer vists on 5 occassions over the past month and every single occasion not one engineer has arrived. Meaning I have had to spend yet more time on the phone chasing it up, promised the engineer would definetly arrive this time over and over. It's an endless cycle and the support team can not reassure me it won't happen again (although one did promise to personally take responsibility and call back to check in... which of course they didn't). One "Tech support team" told me it's not plusnets fault, they can only open a request for an engineer from open reach to visit the property. If they don't turn up it's out of there control. Well fine, you're service isn't fit for purpose in that case because if an issue occurs you have no power to fix it, then it's not fit for purpose. I had no option but to insist my account/contract be closed without fee or penalty. Which was agreed to, so far so good... Lets see if it goes as smoothly as promised. I'm trying to run an online business with a connection that drops out continously. Now I have the inconvenience of switching providers and potentially more down time running an online business. Ruined what should've been a productive start to a new year, instead i've spent it problem solving and sat in phone queues listening to ear piercing call queue music, having the same conversation over and over never to be resolved. Times are hard, everyones looking to cut bills down but you get what you pay for I guess, should've known better. Avoid.”

Posted 1 year ago

“Avoid Plusnet at all costs, awful service, rude customer service, I lost a week's worth of business, and to cap it all they have taken nearly £300 as a wrong direct debit but can only refund with a cheque!!. Does anyone have the email address of the CEO”

Posted 1 year ago

“Awful connection, keeps cutting out, extremely slow.”

Posted 1 year ago

“My internet connection was cut off on 22.12.22, no explanation. Mini box EE allows me to have internet on my phone but not my laptop. Yesterday 1.1.23 my son connected the tv, today watched catch up and it was cut off again. Plusnet blames Openreach and vice versa. Spoke to 2 engineers who said they will call me back but they don’t, I can’t advise anyone to use plusnet”

Posted 1 year ago

“Technically, PlusNet are OK but their call handling methods leave a lot to be desired, as it took 5 months to cancel their SIM only service, even though they emailed a confirmation and the SIM stopped working. When I realised the Direct Debit had been increased rather than ceased, today's telephone call took 1 hour and 36 seconds to resolve with the first 3 operators (Erin, Nasa & Lauren) determined to prove it was my fault. Their supervisor, Paul, finally stepped in and said the service will be cancelled in 2 hours, as I last used the device 4 months and the mobile number no longer works anyway. Would I recommend you use them? Probably not.”

Posted 1 year ago

“Just want to get this off my chest. Plusnet are absolute c…. Tbh I’ve have nothing but problems problems problems, all I want to do is leave but I can’t because of the contract I cannot wait till it ends, the hole time I’ve had this tainted contract I’ve had to use my mobiles internet at home and even feather my telly off it, I’ve had it fixed multiple times then 2 weeks later it’s back to poo, they literally have just mugged me off and took my money and gave me no internet I hate plusnet with a passion, it makes me laugh the plusnet advert it’s all singing and dancing, but the fact is it’s basically a scam, I would not waste your time there c….”

Posted 1 year ago

“I was with Plusnet in2018 to 2019 and was very happy with their service. Unfortunately, when the contract ended, they didn't tell me and put the price up so I moved to another provider. When that contract ended, I came back to Plusnet. I phoned and was told I could return on a 24 month contract on my original terms. Just what I was looking for. Unfortunately, someone from Plusnet then contacted me and told me that what the agent had told me was incorrect and that I would need to rejoin as a new customer. He did say however that I could keep using my old email address, so I was happy as I had been using the original email address. Then, a couple of weeks later, they deleted my email address and couldn't reinstate it. They suggested I set up a new account with a free supplier like Gmail. That meant I had to notify all my contacts of the changes and I had to try and remember all my account passwords to change them' They then told me that I owed them £6.99 postage for my router. They kept threatening me with additional charges if I didn't pay so I eventually paid them to get them off my back. This payment has now been refunded as it wasn't payable. When I rejoined, I signed up for full fibre broadband as fibre had been installed by the previous company and I told them that. When I was set up, they installed the service via my phone line and it's still like that. They say they'll be in touch when fibre is available in my area. Really!!! They have now messaged me to return my router. I have to assume that they are referring to my old router because they say that I am no longer a customer. That router was last used in 2019 and 3 years later they're asking for it back. I'll need to try and find it first. I made a big mistake coming back to this company and I would strongly recommend that anyone looking for a broadband service to look elsewhere. I gave them a 1 star rating because there's no facility to give lower.”

Posted 1 year ago

“lost of connection and during the night times most nights bt have been out changed faulty rusty terminals etc said theyde found my fault HA !! nope few days later same old same old funny how all plusnet customers get n have the very same issues whats the chances of that huh ? we cant all be wrong , lying, mis staken oh and then its oh the line needs to re profile its self its this its that , its a pain in the bum is what it is like they are id rather bin my pc and mobile fone than ever be with these fools again and bt own them ??? bt said even there modems they send you out are 3 be hind theres and bt casts offs ,,, i cannot wait for my contract to be done with cus they wont let me go or id be gone !! they are awful dread ful broadband service and fone line”

Posted 1 year ago

“attempted to switch to plusnet from sky,they switched of my broadband on 28/09/22 but had not sent a router and kept sending message order delayed eventually told they could not supply phone or broadband due to a problem with open reach.then switched my phone line off 24/10/22 have eventually had my phone and broadband reconnected 08/11/22.Customer service will take hours to get hold off highly not recommended . appalling service. was left for over6 weeks with no broadband no netflix etc 2 weeks with no phone.Totally disgusted.”

Posted 1 year ago

“Constant drop outs got told may be my microwave ??? Lmao they get worse so much for we.ll do you proud should be changed to we.ll do your head in ! They blame everything but them selves when they work it's ok when it don't there a pain in the botty worse broadband I've ever had and that's with leads plugged in to your pc!”

Posted 1 year ago

“Sporadic connection and very expensive. Customer service is dreadful. Avoid.”

Posted 1 year ago

“Appalling service-avoid this company. Ive been with them several years and every time I went out of contract they failed to notify me despite being on their vulnerable list and then they always apologised and refunded excess payments. On benefits life is hard enough. Explaining that you cant juts have extra money go out your account given it takes weeks to get back. Falls on deaf ears. I was mis sold a package and told this month the amount would be £28.01. I believe I had paid the £6.99 the previous month for the postage and packaging and had double checked with the agent. They tried the usual talking fast.....and all the sales pitches. So when I got billed for £34.95 I was perplexed. I wrote to them on facebook-I then got a pack of baloney told. I told them if they didnt call me back Id be cancelling the 2 year contract. They rang within about an hour, the attitude of M customer agent was disgusting. He came on the phone already speaking in an unacceptable tone, admitted he hadnt heard the transcript but was arrogant to think that he was right and not prepared to accept my questioning of what I beleived to be a double payment. When i told him this wasnt the first time this had happened his response was, "Do you think it could be you then". He then tried to infer that I was trying to get the package for the same deal. He then put in black and white how I was angry after 5 times he tried to repeat the same content of his email. SO I voted with my feet. I cancelled my phone with them, and cancelled my broadband with them. No doubt they will get that all wrong too. Plusnet you didnt do me proud and you definitely didnt do yourselves proud. The piece de la resistance was the cancellations team member telling me how much he understood it must be like to have unexpected bills, then telling me he's not on benefits. Get some diversity training at plusnet because neither of you should be handling vulnerable people, causing confusion with statements like "we will repay you £10" when I had neither paid £10 excess, or telling me Id hadnt paid the £6.99 postage when I had. Dont have a clue what theyre doing and then they wonder when you get ignored why people get angry? I instructed them to cancel the contract, where to return the new unopened equipment and that was ignored. I double checked because i feared they would try to pass on the £140 bill to me. They hadnt done that either. I ca spend £600-£700 annually elsewhere and am going to. Their loss.”

Posted 1 year ago

“Excellent service, easy communication, very good value, highly recommended.”

Posted 1 year ago

“I agree with the majority Plusnet Reviews . Plusnet is very bad Avoid 👎”

Posted 1 year ago

“Speeds were poor, no better than any other provider - decided to cancel my direct debit after never actually using it and never making a call - I would avoid them to be honest, the customer service is very poor, and I found them charging me even though I didn't use the service - I was told I could cancel with a payment or put a 30-day notice on, and they would charge me more ... I informed them I had never used the SIM, and they insisted on charging me anyway and threatened to go to debt collectors even though I have never made one call with the SIM - all they were interested in was getting their money, no leeway for the customer, no attempt to understand the customers position - a check on the account shows no calls or anything were ever made, but plusnet were not in the least interested. The call-handler did complain to me that this was making her job difficult - poor girl; although she was more interested in the terms and conditions ...”

Posted 1 year ago

“Only giving 1 star as I can't give 0. The staff you do eventually get to speak to are rude and unhelpful. I've been over a month with no service but this seems acceptable to them”

Posted 1 year ago

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Plusnet is rated 1.3 based on 396 reviews