Plusnet Reviews

Name: Plusnet
Rating: 1.35

1.4 Rating 418 Reviews

7 %

of reviewers recommend Plusnet

Company Reviews

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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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“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"...”

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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.”

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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.”

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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.”

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Posted 8 years ago

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

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Posted 8 years ago

“Amazing service and what a good price. 30 day contacts aswell so you never feel trapped in a deal... not that you'll find many others better.”

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Posted 8 years ago

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

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Posted 8 years ago

“I asked for the email address of andrew baker not available. Nota bene plusnet are part of BT.”

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Posted 8 years ago

“Made a total mistake with my contract Then took me to the credit agency when there was no outstanding balance Credit company sent a letter of apology Plus net just continue to have my account in arrears hitting my credit score Please avoid at all cost”

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Posted 8 years ago

“Unfortunately they don't live up to their promise to 'do you proud'. Long waits to get through to customer support. Live chat that isn't and long fix times to repair faults.”

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Posted 8 years ago

“They take 30 mins to answer to phone and treat you very badly if you want to desconté their service the operator was call Ollie and he was the rudest person”

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Posted 8 years ago

“Dealing with Plusnet is a bit like trying to win the biggest prize on a rigged fairground attraction, then wondering why you've ended up frustrated and skint. One of the reasons I've looked forward to being back online, is so I could write this review! As loyal customers, we had naively signed-up again with Plusnet, just prior to receiving the worst customer service we've had from any internet provider...ever. Our router broke a week ago. Getting through to them on the phone was a task testing enough on its own. Waited up to 30 mins to get through. When we did make contact they promised to get a replacement out "within 2 - 5 days". That struck me as an unacceptably long and vague window, but unfortunately I'm not the account holder, so i don't call the tune. Anyway, waited in the hope that such a large, successful company would be using a fast (24 hour) courier. Nothing after 3 working days, so we rang them again on the 4th day, only to be told they'd "had a problem with the manufacturer", and our box would be posted "within 1-2 days". This info was clearly deliberately withheld in the first instance. They are procrastinating liars, in my opinion. Our new router arrived today - exactly one week after the old one broke down, so we've been locked out of the t'interweb for 7 days, thanks their inefficiency and holding out on us. It's a shame, because you used to be able to ring them and speak to somebody directly within minutes. They portray themselves as a good, old-fashioned, honest-to-God Yorkshire company, but they certainly don't deliver, let alone "do us proud" - as they so boldly claim.”

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Posted 8 years ago

“Incompetent, dishonest, devious Customer Services. Avoid Plusnet!!!!”

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Posted 8 years ago

“After a frustrating month of hard resets, factory resets, sending reports in (as requested) of separate attempts to connect to the internet, replacing the sim, being told that 'they will come back to me' - I have finally given up!. If you read other comments on the web you will find hundreds of new Plusnet customers who have been unable to access data/get an internet connection. The staff member who finally gave me my pac code after 3 x 15 minute attempts to get through did admit 'they had a couple of others'!!!!! with the same problem. Guess I will now have to crawl back to EE with my tail between my legs - If you learn from my bad experience it would have been worthwhile:-(”

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Posted 8 years ago

“very very very poor customer service, and unreliable email - best avoided”

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Posted 8 years ago

“Crap service, very poor standard and short of staff. Hours of hold on the phone and still no one answer. When chat, could not help and was advise to ring for such issue. Absolute waste of time and don't expect to be refund. Cheap service. Better deal with dig company.”

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Posted 8 years ago

“DO NOT JOIN, Unless you want to waste your time. They didn't bother to send the router to us, which would have meant a loss in service. We contacted them and they couldn't have cared less, all YOU needed to do was offer to cover a new router and a months free and you couldn't even do that. Why? Because you don't care about your customers. Unprofessional, I am glad we cancelled. Well you have lost a 18 month contract with us. BRAVO!!!!”

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Posted 8 years ago

“Been with Plusnet for 4 years, with various broadband, fibre and phone packages. It was a great company at the beginning, but since the aqusition by BT thing have declined. The main problem is customer service or lack of. I will be changing asap as I can be bothered fighting with them any more. Steer clear!”

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Posted 8 years ago

“I have been a broadband customer for over 2 years. When it works its fine, but customer services is usually a 40 minute plus wait. Don't let the speed of their sales departments response fool you. I tried ordering a plusnet package for my parents and the ordering procedure was awful and first time they failed to port the number over from Virgin (even though virgin had been informed) and they just cancelled the order with no other notification. Tried a new order this time completely cancelling the virgin line, and this time the number cleared but they kept postponing the installation until it was over 2 weeks after the initial appointment and after the virgin broadband would have been turned off. again every time i call its a 40 minute wait, but sales are a 30 second wait. I just decided to stick with Virgins more expensive package and cancelled the order and will be cancelling my own home one too.”

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Posted 8 years ago

“I'm sure they are great if you never have any issues for them to deal with. However if you do, terrible customer service and a terrible attitude to existing customers as a customer, will go all out for new customers, will try a bit for customers threatening to leave, and will be rubbish with existing customers who they think are safely going to stay but are having problems. Nice enough people on the phone and I feel very sorry for their staff, but they just don't have that much ability to provide good customer service owing to their systems and policies. Have had a fault for nearly a month now which takes days to start dealing with and days every time something further goes wrong, just nothing is quick or works. Total lack of internet for 6 days now and they can't/won't provide anything to help for the interim. Apparently if I'm lucky and actively request it after my issue is fixed they might reimburse the downtime alone, but you have to actively request that or they won't. Some of this is probably owing to BT OpenReach and that system, but I also (very stupidly!) placed an order to switch to fibre with them early in this process which is a brand new order and that went wrong and got delayed by several days too, took a while on hold while different depts tried to find out what was going on as some could see my order and some couldn't. Avoid! I used to be with O2 (pre switch to Sky) and they were expensive but far, far nicer to their customers and trying to compensate or sort them when things went wrong that they couldn't do anything about, which in the end is all you can ask for!”

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Posted 8 years ago

Plusnet is rated 1.4 based on 418 reviews