Plusnet Reviews

Name: Plusnet
Rating: 1.33

1.3 Rating 396 Reviews

7 %

of reviewers recommend Plusnet

Company Reviews

Questions

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

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

Helpful Report

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.”

Helpful Report

Posted 1 year ago

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

Helpful Report

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 ...”

Helpful Report

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”

Helpful Report

Posted 1 year ago

“Absolutely shocking company. Can't access Netflix or download films. Promise that Engineer will ring me back. They don't! I cancel within 14 days and then get threatening emails about Debt Collection Agencies if I don't pay £230 cancelation charges. Stay Away from this company! You have been warned......”

Helpful Report

Posted 1 year ago

“Useless service broadband is constantly off line and they take days to fix it. Pay a little more and get a proper service. Utter cowboys”

Helpful Report

Posted 1 year ago

“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!”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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”

Helpful Report

Posted 2 years 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”

Helpful Report

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”

Helpful Report

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”

Helpful Report

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”

Helpful Report

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”

Helpful Report

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!”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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!”

Helpful Report

Posted 2 years ago

Plusnet is rated 1.3 based on 396 reviews