Plusnet Reviews

Name: Plusnet
Rating: 1.34

1.3 Rating 407 Reviews

7 %

of reviewers recommend Plusnet

Company Reviews

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Metrics

1.3

Based on 407 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 14th April 2025

Bassy

Plusnet 1 star review on 10th January 2022

Anonymous

Anonymous // 01/01/2019

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

“Customer Service 0/10 Worst customer service don't bother trying to ring them as I don't think they actually have anyone answering the phones. 26 minutes today in the end gave up. Broadband speed 0/10 Alleged guaranteed 3meg (can't have fibre) not once have they reached that & the Wi-Fi signal is non-existent. Sat in the same room as the router ran a speed test & got .32meg. My security system relies on Wi-Fi, my door bell as well, my heating system also relies on it so basically all of it is null & void & trying to get this company to help well basically I have now given up. Asked them to put me on the waiting list for fibre as per BT their response we can't do that. You have to request it, hold on BT say that my supplier has to request it & as their parent company is actually BT can you see where I'm going with this. Broadband reliability 0/10 It's shocking. When I asked them Would I recommend them HELL NO & their adverts on the TV obviously they've paid for all of their awards because from what I've experienced no way they've got awards for customer service, reliability or anything else for that matter.”

Helpful Report

Posted 6 years ago

“Things started off well with Plusnet mobile but then I started to struggle with network coverage. After contacting Plusnet mobile customer services, they concluded that the problem was with my sim and sent me a new one. I followed the activation process and waited and waited and waited with no service. The sim never worked so I put in the original sim which did work meaning that Plusnet never activated the new sim. Coverage contained to be poor or non-existent so I deceived it was time to go and phoned customer services for a PAC. Because of a problem with there systems, they were able to provide me with a PAC- I believe that Ofcom regulation state that they should supply a PAC within two hours so a big FAIL here. I was told that it would take up to 5 days. To add salt to the wound, Plusnet disconnected me from the network on day 2. Another call to customer services whose response was "there's nothing I can do"... It's a waiting game" I messaged them through Twitter on day three and they responded fairly quickly and asked for more information so they could investigate. It then went quiet. I can't wait to see the back of Plusnet mobile and I can never recommend them. DO NOT USE.”

Helpful Report

Posted 6 years ago

“Do not use this company I made the mistake of signing up for fast fibre broadband on the 12th July and now on the 1st Augi have been without broadband for 8 days. This is all because plusnet are either so incompetent or , as I believe, just can't be bothered to supply me with the required router. Surely you would think that they would be chasing their delivery company but no that means going that extra step. Surely you would think that they would arrange for a replacement to be sent by alternative courier but no that would be going that extra step I have little prospect of getting broadband at home for at least a further 7 days if I rely on plusnet, but at least I'm getting to know all the local coffee shops who have free WiFi fi”

Helpful Report

Posted 6 years ago

“Trying to order service for a new-build house. Passed from department to department and left hanging on for 15 minutes (I'm still holding) with no-one coming back to me.”

Helpful Report

Posted 6 years ago

“Once you are late just with an hour with the payment they redirect all your traffic to a bogus website and you cannot do anything about it.... Once you cleared the payment the redirect is still on for weeks so you cannot browse the web... Speaking of customer service is second to none... No means of telling anyone about”

Helpful Report

Posted 6 years ago

“I’ve been a customer of Plusnet for 2 to 3 years and used to regard their customer service as good However my recent experience has dramatically downgraded that opinion I added Caller ID function to my phone service and it doesn’t work I’ve spent the last 2 months trying to them to investigate and provide the function with no success They resorted to threatening me with a £65 charge if an engineer was sent to my house and he found the fault was there. Next it was numerous communications with BT Outreach where equipment was changed at the Telephone Exchange. I had told Plusnet that I had proved it was not a fault in our house. Finally they initiated a visit by an Outreach field engineer who came to my house and checked everything. He found no fault and confirmed that Caller ID didn’t work. The fault had to be with Plusnet equipment/software he concluded. This company should look at themselves and how they progress faults etc I have wasted my valuable time and effort over 2 months, on a fault that was/still is not fixed”

Helpful Report

Posted 6 years ago

“I switched to Plusnet after 6 years of impeccable service from TalkTalk. I switched purely to take advantage of their super advertised speeds. From day 1 my connection started dropping in and out. "It'll do that in the early days before settling down", they said. 6 months later and my Internet is still about as reliable as a politician. They want to send an engineer round - but will charge me for the pleasure if they can't find an issue, or somehow deem the issue to be part of my flat (despite TalkTalk working no problem for 6 years!). I can't predict when my Internet will be broken, so I'm not going to risk an engineer charge when there's a good chance it'll decide to work on the day the engineer comes. I'm now stuck with this terrible service for another 12 months. At which point is will be switching to absolutely anyone else!”

Helpful Report

Posted 6 years ago

“APPALLING SERVICE. This company has given the most dreadful service I've ever experienced in 30 years in business. I had a crossed line which took 6 weeks for them to sort out. Call charges were incurred for calls I hadn't made due to the crossed line. After 12 calls and emails I finally thought a credit had been sorted for the incorrect outstanding amount, yet again I have received a bill saying an outstanding amount is due. The ridiculous thing is that every time they decide an amount is overdue they restrict access to my online account so I can't even see where the amount they are asking for has come from! This leaves me with no option but to call them (again) to try to sort it out. Been on hold for 23 minutes now after asking for a supervisor or manager to speak to. Absolutely absurd!”

Helpful Report

Posted 6 years ago

“A sham of a service. Purchased a SIM only deal for my wife and Plusnet failed repeatedly to set up a direct debit despite having done so for my own phone from the same account. They even made a £10 charge when the payment was late despite it being their error. We were blatantly lied to by an employee who said that he had just refunded the charge. I was lied to when they said they would raise the issue to the next level and get back to me in five days - they did not. The staff actually lie to you! Needless to say We have now cancelled both my wife and my own mobile accounts with them. I refuse to give a penny more to these shisters.”

Helpful Report

Posted 6 years ago

“really bad service terrible broadband waiting ages on phone .also failed to pay 50 pound cashback as promised go else where”

Helpful Report

Posted 6 years ago

“SIgned up through topcashback on 5th June. When no router arrived rang them and told order had not progressed and would have to be reordered. Was assured that no money would be taken and I would not be cut off. Apology very slow in coming. Cut off on date due to switch over. Rang them and explained need phone for work= husband going in for operation, spoke to manager and told to ring Sky as they could not ring them. Manager rude and could not care less, blamed sky for all this!! Without phone and broadband for 11 days and lost work, mobile signal very bad where we live. Offered £10 (after an offer for free broadband when I already have it!!). Went back online and had loads of emails off them in spite of the fact that I had no service. Had credit card bill and had been charged from initial date of over £200. Customer services rang and was fine at first and then attitude changed when I said my cashback claim had been declined as she said I would be getting a voucher for £75 which had never been told to me. She kept telling me I was wrong - extremely stressed out with my husbands health and would not accept she was wrong. PlusNet you have almost the worst customer service I have ever come across-treat your clients appalingly. My broadband is not fit for purpose.”

Helpful Report

Posted 6 years ago

“Dreadful customer service, extremely long wait times and worse advisors when you do get through. Avoid!”

Helpful Report

Posted 6 years ago

“The first two months of my contract they overcharged me £8 and then £19 the second month. After numerous calls waiting 30 minutes to get through I've been robbed of with lies and excuses and still not had £19 refunded. I dread to think what my next bill will be. Overall product service is good. The accounts department and customer service is completely useless.”

Helpful Report

Posted 6 years ago

“Poor customer service. Faulty broadband which doesn't work and charged me 120.00 to cancel a service that does not work”

Helpful Report

Posted 6 years ago

“Everything. Poor customer service taking ages to get through. Faulty broadband which doesn't work an 120 cancellation fee for nothing”

Helpful Report

Posted 6 years ago

“Internet keeps going down poor customer service will never go with again”

Helpful Report

Posted 6 years ago

“worst company ever dealt with. The telco industry has the worst complaints than any other. companies like Plusnet and Talk Talk are the worst of the worst. Why are Ofcom and The Ombudsman doing more to help us, consumers. I am taking Plusnet to court. take my advice and go elsewhere. not sure exactly where as they're all as bad as each other im afraid.”

Helpful Report

Posted 6 years ago

“been without outgoing e-mails for 2 months.Can;t open attachments on incoming mail. Tried to ring time after time they have an automatic reply saying they have technical problems. I managed to speak to a technician in March who told me to change some code numbers on my outgoing server twice. Neither worked. He said to leave it as it might work eventually. Obviously he didn't have a clue. Now they are offering a new contract. This must be a joke! I am desperate to get it working as I need it for my meter readings. I would like to score them "0" The only alternative is to go to a reliable provider and if plusnet are awkward report it to the ombudsman.”

Helpful Report

Posted 6 years ago

“Tried to end my account and 4 months have gone by and the account is still live After approx 10 phone calls they still haven’t sorted it out I stopped the direct debit and next day Plusnet phone me to pay my bill even though I was supposed to finished in January They now going to send bailiffs and I’ll have bad credit all because Plusnet can’t terminate a account properly The advisors tell something different depending who you speak to Overall disgusting customer service DO NOT USE PLUSNET YOU HAVE BEEN WARNED”

Helpful Report

Posted 6 years ago

“Broadband kept on dropping out. PN said they'd send an OR engineer: asked for dates & times. Gave PN that info. OR engineer never arrived. I stayed at home for those three days, so I lost money (no work). Then the landline stopped. Used public computer to report that fault - and a reminder about the intermittent BB service. Nothing happened. Was without a reliable BB service for two months; no phone for two weeks. PN simply not interested. Then suddenly, without any warning, one day an OR engineer arrived. Found fault in BT overhead wiring. All services restored now - but will they be reliable in the future?”

Helpful Report

Posted 6 years ago

Plusnet is rated 1.3 based on 407 reviews