Name: Plusnet
Rating: 1.35

“I've been with this provider for about 8 months now and only use my home Plusnet broadband twice or three times a week as I work away from home.. and I truly regret changing to them! I really should have followed my instincts and checked these reviews beforehand.. even though I am not a heavy user of broadband daily and only use it a few times a week it is so slow and and I am unable to watch a full movie, it takes me at least a half hour longer to watch a movie because of all the stalling and slow speeds.. I've spoke to a few friends with Plusnet and they have said the same thing.. two of them are very lucky.. there contract expires in one and three months respectively.. they are so happy!!! I cannot wait for my contract to expire so I can expel this company from my life!! Imagine the speed I was a daily heavy user of internet? Avoid this company at all cost if you want reliable internet!!!!”

Helpful Report

Posted 7 years ago

“Internet has not worked properly or phone since fitted. Engineer repeatedly does not turn up wasting my time. Cannot get through to Plusnet without being 40 mins on live chat now or 45 minutes hanging on phone. Disgraceful customer service, terrible company, would not recommend to anyone”

Helpful Report

Posted 7 years ago

“The worst broadband provider I even had! Keep away from this provider and don't believe their slick TV adverts. Their internet connection is dreadful ! There is no connection during the morning and then connection is sporadic. When I complained they blamed my computer ! Also be aware of the fact that it is practically impossible to leave them within the 14 days as you are entitled by law.And here how Plusnet tie you to a contract: They claim that the 14 days period starts from the moment you sign the contract and not from the moment you receive your service. They take over a week to connect you and them when you discover how bad their service is and ask to terminate the service while still within the 14 days period they say that you need to wait for another 10 days until the system is 'stable'. Having waiting for these extra 10 days and the connection is as bad as before and you wish to leave them they say ' sorry but you have missed your 14 days deadline' I would strongly suggest that before you sign with them make sure that you are aware of this trick and better still keep away from this provider .And at one point the broadband completely stopped working and i contacted their so call technical team after one hour wait on the phone they asked me to change the wall socket and said if that does not work you have to change the router i changed everything and the service did not started they then arranged the engineer visit the engineer cam and he said that there is no fault from my side.After a day the service came back with the same old router and the plusnet asked me to pay for engineer visit which i argued that the engineer clearly stated that their is no fault from my side but they insisted that i will have to pay for those unlawful charges.They provide an absolute utter rubbish service so please stare clear .”

Helpful Report

Posted 7 years ago

“The worst broadband provider I even had! Keep away from this provider and don't believe their slick TV adverts. Their internet connection is dreadful ! There is no connection during the morning and then connection is sporadic. When I complained they blamed my computer ! Also be aware of the fact that it is practically impossible to leave them within the 14 days as you are entitled by law.And here how Plusnet tie you to a contract: They claim that the 14 days period starts from the moment you sign the contract and not from the moment you receive your service. They take over a week to connect you and them when you discover how bad their service is and ask to terminate the service while still within the 14 days period they say that you need to wait for another 10 days until the system is 'stable'. Having waiting for these extra 10 days and the connection is as bad as before and you wish to leave them they say ' sorry but you have missed your 14 days deadline' I would strongly suggest that before you sign with them make sure that you are aware of this trick and better still keep away from this provider”

Helpful Report

Posted 7 years ago

“I was with my last mobile phone service provider for 20 years. I thought I would try a change and went to Plusnet. What a diaster...started off okay; up and running in a couple of days but then a week later the service was terminated with no notice. It turned out they didnt like the fact that I had used my company bank account but didnt think to call me and ask for an alternative, just suspended the service. So I contacted them and we resolved that bu tthen the new DD was to late to pay the £10 but they didnt want it now...someone would call me...no call came then I got a suspension of service threat again so I called them (not easy) eventually I paid the £10 by card and explained that perhaps they werent offering the service I require as its all too much hastle so I would like to give 30 days notice to quit. They said that fine but then the following day simply terminated my service with no notice and refused to turn it back on even for the 30 days I had paid for. So no I am stuck with no phone until a new sim is delivered and the PAC code applied.”

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Posted 7 years ago

“I would give it negative stars if I could. It has been the worst broadband I have ever experienced. very intermittent dropping signal constantly. Cannot get through on the phone - only after 15-45 minutes waits and then customer service denies any records of things I have said. The bill just kept creeping up and up. Tried to get out of contract a few times, decided to wait until the end of contract and somehow they still manage to say I owe them as I am ending the contract. WORST EVER - do not go with this company”

Helpful Report

Posted 7 years ago

“Extremely bad service from Plusnet mobile, very rude staff, can't sort issues out, no experience, take ages to answer the phone, issue still ousanding, take wrong amount of direct debit, email team as bad no reply, told they will answer when they can I was told!”

Helpful Report

Posted 7 years ago

“Never use this company. They are the worst for service, promise broadband speeds that are unattainable promised 32Mbps and achieved 8mbps. Their customer service will keep you on hold for up to an hour, you will be passed form one department to another and often the wrong department so be transferred again which means another long hold. They make it so difficult to get answers or deal with complaints that they hope you will lose the will to continue to chase for a resolution. I cancelled last night and despite being told months earlier that there was no cancellation charge ( as we were out of contract ) they finally come up with a £30 charge because I was not keeping the service with a BT line. ( they are owned by BT) so they charge you for leaving when they provide an unacceptable level of service, The final straw was them then cancelling the service immediately despite an agreement that it would remain until the 14 day cancellation period had expired which meant we were left without any phone or broadband at 8pm last night. They are without doubt the worst company I have ever had the misfortune to enter into a contract with. DO NOT USE PLUSNET”

Helpful Report

Posted 7 years ago

“Can never get through on phone to customer service - online chat not working and no response to emails - appalling and will never use PlusNet again. Better deals available from other providers also.”

Helpful Report

Posted 7 years ago

“Really bad customer service. No tickets for service. Have to use chat which is only open during day. If over their low email limit they archive your email wasting your time and theirs as you have to request it to be unarchived. The fact that you reduce the load after they ask is irrelevant if the next time they check it is again over. They do not bother monitoring the reduction in load. Inconvenient, Unhelpful. Don't use”

Helpful Report

Posted 7 years ago

“"Absolutely appalling service. How can as service provider company operate on this low level of competence is beyond me. I received an e-mail telling me I have overdue cancellation charges to pay. It included a phone number to phone and to settle the changes. I phoned in only to be told that they no longer take payments over the phone. Not a big deal, the automatic answer points me towards a website called plus.net/pay to settle the bill. I type it in and of course it comes back with an error. Left with no other options I am phoning in again, am told the waiting time to speak to an adviser is currently 15 minutes. I have already been waiting 35. Plusnet, I suggest you sort out your service because you will have no customers left. In today's world abundant with broadband companies and choice, you really need to rethink the way you treat your customers."”

Helpful Report

Posted 8 years ago

“""Plusnet offer to make you proud and boast award winning service. I have had problems with them from day one, the service is certainly not award winning. As an existing customer you struggle to contact them except by phone and then you are waiting ages! One word rubbish!”

Helpful Report

Posted 8 years ago

“Terrible broadband service. Internet constantly goes down and takes an age to get sorted.Phone support ,long queues ,don't respond to emails. In the time I've been with plusnet my internet has been down lots. Even when I joined it took nearly three weeks to sort out my phone line and router because they "lost" my original order. Should have backed out then. Nearly out of contract and can't wait to get shot of them”

Helpful Report

Posted 8 years ago

“Every time I try to call PlusNet there is always a 15 to 30 minute waiting time. Perhaps you should employ more people to answer the phones because having seen my bill rise to almost double what I originally agreed I am looking elsewhere. This service is not what I signed up for.”

Helpful Report

Posted 8 years ago

“waiting on phone support to answer a simple account query. Been on hold for 15 minutes after being answered after a 15 minute wait and been transferred. So on hold now for 30 minutes and reading all the 1* reviews on a number of review websites and thinking "change provider before you have a REAL problem"...”

Helpful Report

Posted 8 years ago

“I am in the process of going back to plusnet having really struggled with talktalk but I would say Plusnet are now worse. If I could get in touch in some way I would definitely stop the service . I'm really disappointed, I don't want to be on the phone an hour repeating myself to poor speaking foreigners that's not what I signed up for. I'm going to try to contact them again today, if no good I'm pulling the plug on them.”

Helpful Report

Posted 8 years ago

“Plusnet have good TV marketing but everything else about the company is rotten. Broadband service supposed to start on 8 August and 7 days later I am still not connected. Customer services do not care and technical do not respond to queries. Phone lines always jammed and message on customer login says that you cannot complain for 7 days. Leave message on support page and it tells you there is a 14 hour wait. 2 days later still no response. It is wrong that they are allowed to take your money and provide no service. Anyone thinking of moving don't, you will regret it. Finally an update today (7 days later) to confirm that they have not done anything to sort the issue out as the small print gives them 5 working days grace before they actually have to sort the matter out. They claim I have to give them “time” to fix the issue but will not provide a timescale of how many days that is. If you value your broadband ignore Plusnet’s marketing hype.”

Helpful Report

Posted 8 years ago

“Rubbish customer services 45 mins to speak to someone and cancelled contract, the logo should be WE will pi** you off not do you proud.”

Helpful Report

Posted 8 years ago

“broadband keeps failing 3 days after connection.Speed only 1.8.Very difficult to speak to an operator”

Helpful Report

Posted 8 years ago

“Tricking customers into long contracts then hiding evidence to prevent them reclaiming fees imposed on them. Dishonest, avoid!”

Helpful Report

Posted 8 years ago

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

Plusnet Reviews