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

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

“The price was ok. I choose this for a good price, however it took two months to go wrong. my direct debit was taken and it did not get to my account. I telephoned plusnet who asked for proof the payment came out of my account. I sent this , I was told ten working days to respond. after this time, I was told even with the prof of payment . I was told to go away . and my account was now in arrears. I tele my bank , who confirmed payment made. I went back to plus net who would not look into this. I got a bill for the use of my phone, I had paid. After 6 more calls , and my phone being cut off , they took double my useage. then after a few more calls , the money was found in their side account. I was asked to sent 3 months call charges in advance of my account. before they would refund the thirty pounds, my account was paid up in advance. they just could not understand how their own system worked , how to deal with customers. I was told at one point , I was bothering them , and not to ring again. no one could understand how to deal with my problem, they put me in a hard ship situation as money is tight. and I could not pay several other bills. At one time I was over 6 months ahead of my bill. Staff and managers on customer services needs complete retraining in good manners and customer service. they have no idea. still waiting for my refund after 4 months , saying its on its way.”

Helpful Report

Posted 6 years ago

“customer service is worst iv ever seen this company wont call you although they are a comms company if you communicate with this company RECORD YOUR CALLS BECAUSE THEY LIE LIKE WHORES we were told we were owed a refund ,we never got it they decided to send us a bill for £27.50 inc a 25% charge for the debt collectors = a month in advance + they took another month 4 days earlier while we were cancelling then they trolled me on twitter i gave them all the reasons why we quit them on the dozens of hours on the phone ,live chat ,twitter ,their website ect ect This a scam company just go onto you tube and see the people on there who were with Plus net check out other review sites a STAY AWAY FROM THIS COMPANY and remember its parent company is BT !”

Helpful Report

Posted 6 years ago

“You are limited on this form its an either or tick box = how long did it take them to give you a refund ,it just did not include NO REFUND how did you communicate with them = tick box i used every means inc online chat & phone ,twitter but your only allowed one choice Plusnet will by atrician wear you down on the phone =20 mins before they pick the phone up then they pass you around i spend 3/4 of a day on phone ,live chat 10am till 7 pm just to see how far they would go to stop me from cancelling in the end i stopped the Direct debit because it was clear they were incompetent bunch of shysters ,they insult your intelligence and try to wear you down for hours then con you out of money you dont owe with threats This company wont ever phone you they want you to call them and when you do RECORD EVERY CALL because they lie like whores /Harpies dont sign up to these shysters !”

Helpful Report

Posted 6 years ago

“what a shower of incompetent idiots keep sending bills and threat of debt collection agency after letter from Jo Cousins A Customer Advocate dated 9/2/19 clearly stated that she had closed the account at last as I requested in December I had informed them that my mother had not lived in her flat since September as she was dying with cancer AND SUSEQUENTLY DIED ON THE 18/2/19.Since then more bills and the final insult a letter from Head of Billing etc with the news that a debt had been passed over to Pastdue Credit Solutions possibly a scam or rogue collections agency.When will these companies admit their errors and get their act together .I fell that perhaps in the words of my deceased father the need a few noggins banged together Amen !!!!”

Helpful Report

Posted 6 years ago

“No internet for two weeks and no end in sight. Plusnet very poor.”

Helpful Report

Posted 6 years ago

“Awful. No services worked, full bills paid without any compensation, they mis sold me fibre which was also rubbish, gave them tons of chances before i left. Now being chased for cancellation fee. I never even had a landline for months”

Helpful Report

Posted 6 years ago

“Upgrade resulted in no internet for 2 and a half days I am an existing customer and been with them for over 3 years now. When my contract finished, I started paying more with ought any notice or email saying its time to upgrade. When I enquired about it over online chat, they said I can upgrade to fibre and pay less. Of course, I was well thrilled with that and asked what is it that I need to do. This overly confident "advisor" called Dean said, that they will move me to a different plan and I don't need to do anything, and my internet service will not be lost at any point of this move. Also, there is no new route needed, they just send me the text on the day of upgrade and I simply need to restart the current router that I have lol! I thought that’s a bit strange and very cheeky of Plusnet to put a cap on my router and (just in case) asked for my chat transcript. So, within a week and a half, I received a text from Plusnet saying there is disruption with my services, and they are sending an engineer to look at it. I was working from home and my internet was working fine but lost it completely after the that text message. Then, shortly after I received a call from the engineer called Harry Shine and he said that he is coming to fix my internet. I asked him what was wrong with it and told him about my upcoming upgrade (thought it could be related), he said he had no clue in that case and said that it should be working fine for me now, in fact assured me and hang up the phone. I called Plusnet Technical support and they said that my new router was ordered, but then order got cancelled. This person on the phone was rude and didn't really care that I lost days’ work, also couldn't say when my internet be back on and offered me to use BT hub or go to a coffee shop!! I asked to talk to his manager, so he finally scheduled a call. This manager, named - Gareth Nathan from Sheffield said that they don't even have router in stock, and he is not sure how long it will take to send one out. He offered me to go to the shop and buy one, then ring them back to configure over the phone. I simply refused, I have a life to live, not take a day off and configure routers! In the end this took 2 and a half days to sort out. Company is absolute shambles and all the new customers should watch out for they undeliverable promises. If you offer an upgrade, make sure that your customer have appropriate equipment available, before disconnecting them! I was offered £25 pounds to cover the damage, ridiculous!”

Helpful Report

Posted 6 years ago

“Placed an order with PlusNet for broadband and phone. I was told it would all be in place in 10 days from order. On the tenth day I rang PlusNet who advised that it would be at least a further 2 weeks...I immediately demanded a cancellation and was told that I would be transferred to the cancellation team...After waiting to be answered for over 20mins I gave up. I then decided to ring PlusNet sales team and got answered straight away! I took this opportunity to insist on my order being cancelled and not have the call transferred t another team. This was duly done, now just waiting for my initial payment refund.”

Helpful Report

Posted 6 years ago

“Tried to sign up for broadband. Quickly realised their customer service was appalling. Cancelled the connection before the installation date. 6 weeks have now gone past since cancellation and they have not refunded over £200 paid up front. I call every week, they say they will arrange the refund, then they do not. Muppets.”

Helpful Report

Posted 6 years ago

“been with plusnet for 4 yrs first 2 yrs were great but recently discovered they been charging me nearly double for last 2 yrs. they been giving me every excuse in the book and refusing to refund me and was very rude to me on the phone told them i was disabled and didnt need the stress all he said was DO WHAT YOU WANT YOU NOT GOT A CHANCE. never been treated that bad in my life will never be going back to them even if there the only provider in the world.”

Helpful Report

Posted 6 years ago

“I placed an order for broadband more than one and a half months ago, and today they are telling me that the installation will be delayed even 2 weeks more. They have been playing with my patience by ensuring me that the service will be up and running on the next day or in the next week. This happened to me several times since I signed the contract. I have called many times to the support and the staff keep saying different reasons for the delay. Summary: If you don't want to be without phone/broadband for a couple of months with people constantly lying to you, don't go for PlusNet: Worst service ever.”

Helpful Report

Posted 6 years ago

“Hi just recently moved business premises this company could not provide my service on the new the new exchange so they blackmailed me with threats of debt collectors into paying a £250 cancellation fee for a service they couldt provide”

Helpful Report

Posted 6 years ago

“Cant believe no one has mentioned how rubbish their wifi router is ? Its an old BT Home Hub 5 old tech now and just rebadged . What a pile of trash . BT Home Hub 6 is the best out their and works on Plusnet too just google it to end your wifi woes !”

Helpful Report

Posted 6 years ago

“Very unhappy with Plusnet. Had a fully working fibre to cabinet broadband service for many years that stopped working. After many calls and one week later it was revealed by Plusnet that their internal computer system had deleted our broadband. They could give no date for re-connection and we have now been without broadband for 3 weeks and have been told we will get an update in a further 2 weeks time, so 5 weeks in total. No offer of escalation, no offer of a 4G modem. Staff are polite and helpful but clearly their internal systems and policies are not adequate.”

Helpful Report

Posted 6 years ago

“They have been overchanging me a minimum of £11 each month since I upgraded my contract in November. At the moment, I am off pocket £70+ and there seem to be no way I can have them fix it. Every time I open a ticket they say that their accountancy section does not work, and they will open a ticket with accountancy colleagues. Well, it is March and they just set me another overcharge. £15,99 instead of £5, this time. I have paid all my phone line charges 1 year in advance, and I have a deal for £5 a month on fibre, for 18 months. Such a pity, it used to be a good company, I have been with them 10 years or so. But since 5 years it has been getting worst, first for quality of service, then for customer care (they used to be top here on trust pilot) and then accountancy. I do not know what to do anymore, but I promised them that I would write bad reviews on every website I know if they did not fix it this month, which they did not.”

Helpful Report

Posted 6 years ago

“Every single time their system fails to keep my direct debit details for easy payments and instant direct debit on bill due date, then they penalize me for not paying by limiting my connection to barely non existant, as i cant pay until a link is sent to me 2 weeks later, 2 weeks out of a month i get next to no internet, because they cant lock down a direct debit properly (had no issues elsewhere) thats 24 weeks a year i get poor to no connection ... THATS 46% OF THE YEAR!!! ...trust me... AVOID!!! Oh and set up and start up was late and they sent me a broken modem first time round too!!!”

Helpful Report

Posted 6 years ago

“Service Outages every two weeks, no apologies, no updates, i'd moved from EE, thinking it was the same network, but never had the problems I have since joining plusnet. will be leaving.”

Helpful Report

Posted 6 years ago

“These will not do ya proud, they just take your money, customer service is rude and un helpful, they lie, never go with PLUSNET STAY AWAY..”

Helpful Report

Posted 6 years ago

“What went wrong with plusnet? Everything. All horrible reviews must be true, after months of battles with that company I just gave up and close my account with them. Plusnet should pay customers for using their services. How it is possible they are still legal?”

Helpful Report

Posted 6 years ago

“Plusnet claims if you have a fault at the beginning they will release you from your contract. We had at least 5 occasions when the internet went down, they would not release us. They claim to give first class customer service but you must wait between 45 and 75 minutes for them to answer the phone even when both phone and broadband are down and refunds are non existent. They will do us proud YES WE'VE been DONE PROUD!! and we're stuck for 18 months. Go elsewhere they might still do you but not as badly as this lot.”

Helpful Report

Posted 6 years ago

Plusnet is rated 1.4 based on 418 reviews