Plusnet Reviews

Name: Plusnet
Rating: 1.33

1.3 Rating 396 Reviews

7 %

of reviewers recommend Plusnet

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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

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

“Waited for years and kept chasing to get fibre broadband to my property when all my neighbours in the street were already connected (semi detached house!), incl new builds across the road.. Plusnet failed to acknowledge there was a problem with their/openreach database which did not have this single house listed. I was repetitively faced with a computer says no attitude until I eventually managed to explain the problem to someone with a bit more common sense who got it sorted within 48hrs (simple fix). Such a shame and so frustrated that it took so long for them to simply update their database. No appology received or commercial gesture either. Otherwise the technical team is generally quite helpful when internet is down (which is often on the old adsl connection)”

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Posted 2 months ago

“Broadband operates well, the only issue I have is very poor email loading over the last 12 or so months. Up to 4 mins to log on or no access at all for hours at times. In this day and age, just not acceptable in my opinion. Perhaps the Covid virus is nibbling away at the fibre optic or conventional conductors ??”

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Posted 2 years ago

“I rarely add negative reviews but I felt compelled having received such poor quality broadband service from Plusnet. Speed: Disregard speed guarantee. It’s a flat out lie. I measured the speed frequently and instead of “guaranteed” 35mbps I received 5-15mbps down (the upload speed was usually correct). Customer Service: Their so called “excellent customer service” is a farce. To give you an example, when I called to cancel my services with Plusnet, my internet stopped working 13 days before the cancellation date. When I called to plea to have it restored, I was told, this would take 10 days. Price: You don’t have to look far to find 50mbps service for about £30/month. Plusnet charged me £35/month for a very unpredictable and unreliable DSL service. Please do your research before you sign a long contract with Plusnet.”

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Posted 3 years ago

“Ever since I upgraded to fast, fibre broadband not a day goes by without losing signal. The modem/router supplied has apparently got a very bad reputation with other customers, and now I know why! The broadband service is extremely unreliable dropping out several times daily. Sadly, plusnet do nothing to fix the problem, just issuing the same stock answer to all problems and denying there is anything wrong at their end! Now I find out that if they send out an engineer...they charge the customer for it!! This is SO wrong! This is not value for money, not good service and simply not working 😡”

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Posted 4 years ago

“I have been with and very happy with plusnet for several years now, but over the last one to two, customer service has got slower and slower. Plus the competition have significantly lowered their prices and plusnet haven't. I've recently noticed some extra call charges every month, just ringing your mobile phone to locate it in the house, even if it doesn't answer seems to cost us 37p each time.”

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Posted 4 years ago

“Something you probably didn't know about Plusnet mobile I switched from Plusnet mobile to another provider to get a better deal and, natuarlly, kept my phone number. When I switched my account was in credit but Plusnet have refused to refund the credit balance because I kept my phone number when I left. Their operator said that they will not refund an outstanding credit balance if you retain your phone number, only if you abandon your phone number. She also claimed that it is in their terms and conditions and that I was told when I signed up. It may or may not be buried somewhere in their terms and conditions but I certainly wasn't told when I signed up, nor was I told when I asked for a PAC code. If I had known when I signed up that they don't give refunds I would never have signed up.”

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Posted 4 years ago

“Terrible attitude towards customers!! Switch provider due the the plus net broad band been so poor and was advised to cancel my direct debit. Never heard any more till a letter from a third party debit collect company turned up due to in paid bills for the broadband they were no longer providing????? Called on several occasions but no one at plus net interested in helping, in fact were very rude!!! Never missed a payment with them and not prepared to pay for a service I no longer receive!!! Never use awful experience”

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Posted 5 years ago

“last year they cancelled my contract then put me on a more expensive one this year will not drop prices for loyalty just left me with a rolling contract. all pie crust promises.”

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Posted 5 years ago

“Almost doubled my monthly charge without telling me when my initial contract came to an end- no warning that it was nearing the time to renew. No problems with the actual broadband provided but very long wait times to talk to someone when you need to.”

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Posted 5 years ago

“I cancelled my order within days of ordering a package. I even received a message confirming this from your very helpful customer service adviser. However since then I have had two messages telling me a router is on its way for me to begin using Plusnet. This package will not be opened when it comes. I have tried and tried to get through to Plusnet to let you know but I am either told I have to wait on the phone for anything between 20 and 40...yes 40 mins....So I try to text and e:mail but you dont accept these. So I try online live chat but guess what .....unavailable. It seems pretty ridiculous that a company can make itself so difficult for its customers to communicate with. Virgin has its faults but at least I can ring them or contact them online and get a response. Please save yourself the bother of sending this router.”

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Posted 5 years ago

“With my then current 1 year contract ended their salesman phoned my home telephone with a great deal as he put it. After he had finished gabbling on, I looked at the deal and, realized I could get a better deal elsewhere. Following evening I cancelled the deal and, moved to another Broadband/phone provider. Since then I have spent ages on the phone to Plusnet wanting to know why they penalized me for 12 months of Broadband payments when technically already out of contract. Further more, I have received further bills even though I am no longer receiving their Broadband / phone package even though they need to refund me money they have already taken, from my bank account. Their answer on the phone was to cancel the bank direct debit to stop anymore Plusnet money grabs. Really this company is a shambles and, need to get their act together.”

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Posted 5 years ago

“Problems getting connected in new house. Spent literally hours trying to speak to staff in call centre. Staff very pleasant but would rather not have to wait for literally an hour each time I want to contact them! After the second engineer visit my broadband was up and running but I discovered 3 months later that I was getting charged £65 for this! Shocking customer service. I thought they had a good reputation but I was sorely disappointed.”

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Posted 6 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 6 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 6 years ago

Plusnet is rated 1.3 based on 396 reviews