Plusnet Reviews

Name: Plusnet
Rating: 1.34

1.3 Rating 403 Reviews

7 %

of reviewers recommend Plusnet

Company Reviews

Questions

Metrics

1.3

Based on 403 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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Plusnet 1 star review on 10th January 2022

Anonymous

Anonymous // 01/01/2019

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“Terrible customer service. I requested my PAC and cancelled my services with plusnet and they refused to refund me the time that I did not use (as other phone companies do) even though I was outside of my minimum term. The team I spoke to were absolutely useless. Even when I was using plusnet mobile, the signal was bad and plusnet lacked many services that other phone providers offered.”

Helpful Report

Posted 6 years ago

“Originally had both my London and Brighton properties on PN for over 5 years. Unfortunately service in London got intermittent and slow, so we swapped. Early this month, same started in Brighton, contacted PN customer service, draconian, unhelpful, unable to email, long queue to talk on phone, live chat doesn't work, complaint, PN offered 2 months free service but still charged following month. When we contacted PN, they couldn't find the credit on my account! Had to forward copy of my bank statement to show debit before they will consider the refund! We've now left PN totally ... AND definately cancelled bank debit mandate.”

Helpful Report

Posted 6 years ago

“Switch from J Lewis two months ago was, (and still is) a nightmare. Of the NINETEEN people who have "dealt" with this fiasco SIX have informed me that they have taken 'sole ownership' of the case. And then someone completely different appears to further complicate the problem. This, mark you, is from the 'Higher Escalation Team' some of whom like to flatter themselves with the job title 'Customer Advocate'. They are no such thing. A better title would be Customer Obfuscates. I am presently waiting for the famously promised 'callback from one of these jokers regarding my ongoing complaint about J Lewis continuing to bill me despite that account being closed. These callbacks often just never happen. As for actually REGISTERING a complaint on a given date (In order tobe able to take it to the Ombudsman in due course) it appears that no such option is available. How on earth do Plusnet get away with this blatant breach of Consumer Protection Law ?”

Helpful Report

Posted 6 years ago

“Unbelievably useless. After screwing up closing my account and continuing to charge me for months, I spent an hour in total (no joke) on hold. Eventually I manage to talk to someone who can do something about it, they promise it will be refunded. The refund comes through a week or more later, and they screwed that up too. Sent me less than half my money back. So here I am again 'we're sorry for making you wait blah blah blah' another morning wasted thanks to Plusnet. The worst part is I was a 4 year customer until we got FTTP and used to recommend them to everyone (worked as IT sysadmin) so now I have to go back to these people and tell them I screwed up and recommend moving over to Zen ASAP.”

Helpful Report

Posted 6 years ago

“Avoid. Swapped to a sim only deal with Plusnet just over two weeks ago, in this time I've only had a working sim for two or three days. Company totaly disinterested, failed promise after failed promise still no working sim. Conflicting advice. online chat rarely works and operatives just cut off contact when they can't answer questions (can't call no phone). Wish I'd never left Vodaphone”

Helpful Report

Posted 6 years ago

“Have tried a few times to login but system times me out for no reason at all. Have tried to upgrade my sim using their chat. Got part way with it and they typed we are handing you over to another department. Then I was just waiting 15 minutes. I was typing and no replies. Closed the chat after 20 minutes”

Helpful Report

Posted 6 years ago

“paid upfront for mobile account, waited 12 weeks for sim to activate and still nothing. fobbed off over the phone saying any day now..... DO NOT go with plusnet. absolute idiots.”

Helpful Report

Posted 6 years ago

“For over a week been getting 0.3mb to 3.4mb Slug Speed Broadband and wait times to get anything done are 60mins ...what small business can wait on hold for 60mins...ITS TERRIBLE ...finally after a week got threw VIA new business customer line and was threw in 3mins SUPRISE not .... then told would reset line and got 11.5 mb straight away YES I THINK but then back to a shocking 0.3mb had to wait ages for this review page to load to be able to leave my disgusted with service review ....SHOCKING dont use if you want to run a business”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 6 years ago

“My sim was stolen, and when I tried to report it plusnet said "our systems are down" so i lost £20 (fortunately I had a smartcap). They sent me a replacement SIM which didn't work, and another that didn't work. I asked for a PAC code - which doesn't work. I'm going to escalate to social media, then ombudsman, then small claims court.”

Helpful Report

Posted 6 years ago

“I have been incorrectly billed, after contacting Plusnet I have received apologies and I have been promised that plusnet will refund me as soon as possible. It has been about a month now and there is no sigh of it . I will take my next step to get my many back.”

Helpful Report

Posted 6 years ago

“Everything from day 1 and it still continues 1 month later - avoid plusnet”

Helpful Report

Posted 6 years ago

“I won't go into a lot of detail but my experience of signing up for PlusNet Mobile and then immediately cancelling because the VERY GOOD voice and data coverage turned out to be mostly-ZERO voice and data coverage, has been so exasperating and still isn't over. The problem - really lousy customer support, who range from unhelpful to ill-informed. My biggest gripe is their apparent inability to follow up on promises. They are very quick to say something (presumably to get you out of their hair) but then the promised action, call back email fails to materialise. This isn't a one off or down to one individual but appears to be institutionalised across the whole support team. They still owe me a refund of £10, now on my third promise of the refund and confirmation eMail that has failed to materialised. They seem intent on keeping hold of it - must be in a pretty desperate situation if £10 means so much to them. I have always been taught that you should look for something good in all situations so here it is. Next month, when my Sky contract runs out I had been considering transferring my broadband, line and telephone over to PlusNet - looks like I have dodged a bullet thanks to my timely poor experience with PlusNet Mobile.”

Helpful Report

Posted 6 years ago

“Customer service waiting times are a damn joke!!! 50 minutes on the first time i needed them when i wasnt getting broadband on the day the promised. Then 45minutes a couple of weeks later! Appauling!! Employ more staff and make it better!!”

Helpful Report

Posted 6 years ago

“Very poor internet and slow, poor customer service and if you call them its a 30minutes wait to get through to them. Worse, if you come to the end of your contract the still charge you a cease fee of £ 30, unbelievable, never seen or heard anything like this, to be charged for coming to the end of your contract, its even cheaper to join them than to leave them. I was desperately waiting to finish my contract so I can leave them and guess what am been told I have to pay them for leaving them. VERY VERY BAD COMPANY & SERVICE. TO BE AVOIDED”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 6 years ago

“We all know it can be stressful enough moving house, so plusnet's team were really appreciated for the slick transfer of accounts and a new modem for the new address. All up and running really quickly - thank you .”

Helpful Report

Posted 6 years ago

“Instant pick if you call and select new customer. 1/2 hour queue if your an existing customer with a problem. I think that tells you everything you need to know.”

Helpful Report

Posted 6 years ago

“Having signed up with plusnet based on positive reviews, I fail to see where these positive experiences have come from. I recently moved into a new flat and when calling plusnet, was told that there was no active line in the property. I knew that the previous tenants had not cancelled the line so thought this was surprising. I specifically asked whether this would be the case with all providers and was told no matter who I went with, I would need an engineer to come out to re-activate the line. This meant an additional £49,99 as plusnet would not wave the charge. After deliberating on this, I called back the next day and was again told that no matter which provider, the line was cut and an engineer had to come out. I made a point of repeatedly asking and they kept saying that yes, other providers were the same. Believing them at their word, I agreed to paying for the engineer, (even though Sky would have been cheaper) because I was willing to pay a little extra to have excellent customer service. Imagine my surprise to find that there was an active line!! The engineer was equally surprised, said it would be working with another provider and wasn’t quite sure why/how this has happened. When calling plusnet to report this, I was told that this was not their fault but that maybe sky had incorrectly registered the line as inactive. I explained that in this case, their sales agents should not speak on behalf of other providers. I was told that they felt that they were being honest and upfront. I explained that they should not speak on behalf of other providers as this is not correct. Either blame Sky OR align with them and take responsibility. You can’t have it both ways. After a 45 min conversation, Kyle (customer service agent) asked to remain on the line. A while later he came back and said “ I have spoken to several people but because you are already signed up to a special offer, there is nothing we can do except to say sorry”. In disbelief, I asked “so if customers have signed up to a special offer, they have to just accept poor customer service?” I was told “your complaint is valid, we will take your feedback into account and feedback your concerns but we feel we have done nothing wrong and will not offer you anything but an apology”. What a joke!”

Helpful Report

Posted 6 years ago

“The only way you can get any sort of notice is to cancel the direct debit, norepley to emails calls etc, but cancel the direct debit and suddenly you get text messages emails, and even a phone cal... I sent 5 days trying to tell them I was moving house with no success, meaning I had a month with no phone or internet, promised that I wouldn't be charged for the month however the payment was taken. the speed of the service match their customer service slow and ineffective. Terrible service wish Had never changed to them.”

Helpful Report

Posted 6 years ago

Plusnet is rated 1.3 based on 403 reviews