Plusnet Reviews

Name: Plusnet
Rating: 1.35

1.4 Rating 418 Reviews

7 %

of reviewers recommend Plusnet

Company Reviews

Questions

Metrics

1.4

Based on 418 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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“Swapped to fibre and have a worse wireless speed now than I did before, wait times on phone is dreadful and staff have a never care less attitude. Net full off dissatisfied customers with wireless speed problems and plusnet have gone from hero to zero imo.”

Helpful Report

Posted 8 years ago

“It is impossible to receive targeted help regarding the issues customers are experiencing. The system is so frustration (having to be redirected to different departments and different people, simply to avoid sending an engineer out) that I am surprised they still have customer – including myself, as I am trapped with my contract. When I joined them, they weren’t so disappointing and terrible, but the quality of the service they provide has decreased dramatically over time, until now that, I believe, they are the worst UK phone & broadband provider.”

Helpful Report

Posted 8 years ago

“I've been with Plusnet for a number of years and havent really had a problem with them. However, I decided to change supplier as we live in a village and only get about 1 MB. What complicates matters is that I want to get my internet from a company that provides a local wireless service offering about 13 MB but dont do telephone services. Therefore I'm having to go elsewhere for the phone and decided to use the Post Office based on price. I initially cancelled my services with Plusnet and was given a termination date of 6th June (today). However, when I spoke to the Post Office I was told that I should have called them first as they would normally cancel on my behalf so that there would only be a few hours between the cancellation of Plusnet's phone service and the Post Office's starting. Therefore I called Plusnet back the next day (31st May) and spoke to an adviser called Richard Byron. After explaining the situation I asked him to cancel the termination of the phone line and to terminate the broadband on 14th June. He assured me that this had been done and charged me £22 cancellation fee. Having done this I telephoned the Post Office again to put the order through again and expected everything to proceed normally. Yesterday I was shocked to be told by the Post Office that the termination with Plusnet was still due for 6th June and that the Post Office couldnt start the process of transferring my service until it ceased. This could mean that I am without a phone for up to 15 days and also might lose the phone number I have had for over 12 years. When I spoke to Plusnet they confirmed that Richard Byron had failed to cancel the termination for 6th June which meant that the termination for 14th June had been rejected. They were unable to do anything to help as BT Openreach need at least 48 hours notice to reverse a termination. They also have refused to offer any compensation for the fact that I am now going to be without both broadband and phone line for up to 15 days and will have to use my mobile phone data instead, which has poor reception where we live anyway. Both my wife and I work from home and this is extremely disruptive. Plusnet couldnt care less. I would strongly encourage everyone not to use Plusnet and any existing customers to consider transferring as their customer service is frankly appalling. The adverts are a complete and utter pack of lies!”

Helpful Report

Posted 8 years ago

“broadband connection dropping every 10 mins”

Helpful Report

Posted 8 years ago

“Years ago I was with Plusnet and they were brilliant. Seeing their TV advert lately I decided to sign up with them for Fibre Broadband. Even though am paying double the price I was for Fibre, there is not an hour that does not go pass without the connection dropping and I lose my work. When I phone them on average daily or twice a day (as there is no point in phoning them) I am told your broadband is fine going to your house the problem is within your house of which nothing further happens. Without doubt and by far the worst internet provider I ever had and even though I can prove that my computers are losing the connections they refuse to let me out of contract. BEST ADVICE - STAY AWAY FROM PLUSNET!”

Helpful Report

Posted 8 years ago

“Avoid! this is the worst service provider, they blocking my broadband speed to 0,2Mb/s at weekend time and 7am-11pm for the rest of the week (first 30 days was 20Mb/s) traffic shaping, they charge me for the earlier contract termination ‎£43 fee”

Helpful Report

Posted 8 years ago

“It's rubbish. I would like to transfer some money to my credit card and the bank can not make a call to give me auth code,my phone just not allowed to have incoming call. Never meet this problem with any phone call provider. Really really rubbish.”

Helpful Report

Posted 8 years ago

Helpful Report

Posted 8 years ago

“Truly awful service. I joined PlusNet in Nov 2015 and was without broadband for 3 days during the switching service because PlusNet failed to provide the equipment on time. During the 18 months of service, the fibre broadband dropped out a number of times late at night. Some of the telephone services also stopped working. When I left in May 2017, the problems continued as they continued to bill me for broadband even though I was no longer a customer. In actual fact, I'd over paid and was expecting a refund from them! They refused to stop direct debits and told me I had to wait 7 working days for any refunds. They even admitted to having issues with cancelling customers accounts and I was one of the 'unfortunate ones' aparantly! Staff were also rude when I called to resolve this. I'm a Yorkshireman and didn't get the friendly 'Yorkshire' welcome when I called PlusNet today.”

Helpful Report

Posted 8 years ago

“Well the speed of the broadband is awful and the customer service is not a lot better”

Helpful Report

Posted 8 years ago

“20 minutes waiting on the phone and when I got through I was told - sorry, that department closed 5 minutes ago. You' lol need to call back tomorrow. Do you proud? Do you bollocks!”

Helpful Report

Posted 8 years ago

“This company is a total rip off. I had trouble with my broadband and told them I would be leaving them, they reviewed the price I was paying and charged less if I signed up for a 18 month contract at that price and would then give me a free router to solve the broadband issue, I agreed. 3 month ago I had more issues, waited 4 weeks for it to be sorted. Today I received an email saying the price I am paying is going up by £1.50 DISPITE MY 18 MONTH CONTRACT which has about 6 months to run. I just phoned up and asked what is going on, and they did not want to know, just said thats what we are doing to everyone, just as BT, Talk talk, are doing, I said I dont have a contract with them but with you. The reply was curt and basically dont care attitude." I have cancelled your contract and you can leave when ever you want now without charge" what a shit company, do not honour their contracts but if I had wanted to leave they would have stuck it to me for £40.00 quid. I have been with this company for !0 years or so, no loyalty what so ever. So they lied when they started my contract, which is going to generate an ombudsman complaint which will cost them money, a lot I hope. BE WARNED THEY WILL BE NICE AND SAY THIS AND THAT, ONCE THEY GET THE CONTRACT YOU WILL BE STUFFED.......... My name is Colin Leader, Leicester who is leaving this DISHONEST Company, I am responcible for this reveiw and wording and stand by every word. Be Warned”

Helpful Report

Posted 8 years ago

“The worst experience I've ever encountered customer services a disgrace use this company at your peral you have been warned had to sue them in the small claims court”

Helpful Report

Posted 8 years ago

“Still not had my previous number sent over after 1 week of pac number given to them Customer service terrible Say it has nothing to do with them”

Helpful Report

Posted 8 years ago

“since friday not network not in service I'm so disappointed”

Helpful Report

Posted 8 years ago

“The only good thing I can say about Plusnet is that they demonstrated their total incompetence within 14 days of me placing my order so I was able to cancel without loss. They made false promises about installation times to get my business then backtracked once I had paid and failed to deliver on their promises. Avoid like the plague!”

Helpful Report

Posted 8 years ago

“I think Plusnet's customer service has gone down the drains. They are the worst phone line and internet provider I ever came across. I used four different providers so far. I recently moved home and ordered my landline and internet to be connected at the new place on 20th March. Then, When I got a confirmation by email, it did not say the work would be done in the afternoon. So, I contacted them again in a few days later, I was told that the work would be carried out externally, so I did not have to wait at home, just plug in when it was ready. Then, I did not receive any text or email saying that the work was done on 20th March. Although I was able to plug in the internet and it was working, phone line was dead. No one from Plusnet contacted me that there was a problem. After I raised a question, and then a formal complaint, they came back to me on 28th March saying "Open Reach's back end system prevented this from activating and completing at the same time as internet". I asked them to send me an engineer, but they assured me that only external work would be necessary and it would complete by 4th April, after a couple of their updates that the work was not done. On 4th April in the afternoon, I suddenly received a call to my mobile from a man asking my address. He did not tell me who he wish to speak to, so I told him it was the wrong number as he mentioned a different address from mine. Then, about 5 minutes later, he called me again mentioning my name, asking my address, and told me that he needed to visit me regarding my phone line. So, after all, an engineer needed to do the work internally, and they failed to even tell me that engineer would visit me, and could not even inform him my correct address. Luckily, I was at home, but if I hadn't I would have missed his visit and had to wait much longer! I do not use my landline often, however after moving home there were so many companies to contact about my change of address, and I wanted to use "free evening and weekend calls", but I had to use my mobile and Skype. If they had arranged an engineer's visit first place, all this could have been avoided. They seem to have a bad relationship with Open Reach and no one seems to know what he/she is doing, even for a simple "moving home". I requested to reduce my monthly bill to the same amount as the last one (as they increased the amount just because I move!), which I thought it was fair as they were very useless handling my matter, but they only offered me two months free line rental. I definitely look for another provider next.”

Helpful Report

Posted 8 years ago

“Probably the worst broadband provider I have had the unfortunate displeasure to deal with. A MINIMUM of 45 minute wait EVERY TIME we call. Only every TEMPORARY fixes which allows them to tick their completing box, even though its not fixed. Then when the problem comes back you have to start the above hopeless loop again. You are doomed never to have your problem fixed. You are doomed for them never to let you cancel. And you are then threatened with debt collection and being taken to court. Not to mention some quite shocking, rude and patronising staff. Oh, and don't bother with Twitter or social media. Its just a front. They cant actually do anything, they just give you a fob off answer and refer you to customer services...to once again start the loop of doom and hopelessness. I'm sure trading Standards would agree that their marketing is woefully out of date as their customer service is utterly awful. Do yourself a favour....join anyone else. Even do without broadband JUST DO NOT JOIN PLUSNET - You will regret dealing with these sharks.”

Helpful Report

Posted 8 years ago

“This is the worst phone/ broadband provider out there. I can't even describe how stressful it is dealing with them - it took me 8 phone calls all over 60 minutes to try and sort out retaining my original number. They are useless, was advised different things depending on who picked up the phone, given wrong information meaning 6 weeks later I'm still trying to sort this issue out! It's always a 30 minute wait at least to get through to someone. Broadband is so slow. Stuck with them now for 18 months - please avoid them I hope my review can save someone else having to go through this pain”

Helpful Report

Posted 8 years ago

“Despite what I read, I've never really had any issues with them. I've actually had good experiences when dealing with them. I am happy with the service but it does seem obvious that many others aren't!”

Helpful Report

Posted 8 years ago

Plusnet is rated 1.4 based on 418 reviews