Plusnet Reviews

Name: Plusnet
Rating: 1.34

1.3 Rating 407 Reviews

7 %

of reviewers recommend Plusnet

Company Reviews

Questions

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

“Generally, awful customer service in many, many ways. Absolutely appalling service, internet so slow and constantly drops out, unable to do anything at all with it. Customer service is poor, full of excuses after months and months of complaining, we have paid for a service that they just cannot provide. So frustrated! Worst provider ever, avoid!”

Helpful Report

Posted 6 years ago

“Hello everyone. I've had nothing but stress with plusnet. I originally signed up for two sim only deals which were 30 day contracts, however this rolls over every month without even asking if that's what you want out of the contract. That was fine, I accepted that fact. I later wen't on there website and realised you could change the date of the direct debit in your account section so I wen't to change the date the debit debit comes out. However they only let you select about 2 weeks out of the month and I couldn't get anywhere near my payday. I allowed that, if that's the way it is then that's the way it is. However I've just rung up to ask if I can change my mobile number (as I get a lot of calls from people trying to scam me as I've applied in the wrong places to try and get a quick payday loan) but they've come back with they can change it for a £25.00 fee or they can do it for free with a crime reference number (I only enquired about one of the sim cards). I wanted to change both of my numbers and didn't want to ring up the police and waste more of my time so asked if I could just cancel the contracts and wait what ever time was left in this bill period and then just register again with a new email address when that was up. They came back and said I could cancel but had to give them 30 days notice. 30 days notice in a 30 day contract?? Surely if I'm in a 30 day contact, if I want my service to end at the end of 30 days from when they last took a payment I should be able to cancel? This way it would over run the 30 days and go into a new bill period making it a 60 day contract in theory. They're all very sholddy about letting you leave, tricking you into a contact in the first place then making up rules which they never made clear to begin with. It's now my understanding that this is a 60 day contact, not a 30 day contract. Well I guess the staff are polite over the phone, but plusnet train them to be awkward as anything when you need something done!”

Helpful Report

Posted 6 years ago

“Absolutely appalling service, internet so slow and constantly drops out, unable to do anything at all with it. Customer service is poor, full of excuses after months and months of complaining, we have paid for a service that they just cannot provide. So frustrated! Worst provider ever, avoid! 😡”

Helpful Report

Posted 6 years ago

“Once upon a time they were a decent service, but in recent years they've gone rapidly downhill. This is mainly due to cramming in as many customers as they can whilst offering a poorer service to them. They still operate basic broadband only packages (which is what I'm on) but they keep increasing the price for it without increasing the bandwidth allowance. One thing I'd never do is go for one of their line rental packages, because they really are a disaster! Plusnet - They're proud to do you.”

Helpful Report

Posted 7 years ago

“On the phone to customer service. No response after 47 minutes. Gave up. Checking when agreement expires. Likely to go elsewhere.”

Helpful Report

Posted 7 years ago

“we signed up with PlusNet and then we started getting messages from them we wernt paying enough so they took more money and then next thing they cut the telephone off after lengthy check up they gave us a refund no apology and then 5 yes five days later they cut the telephone off AGAIN and try contacting them Avoid them like the plague”

Helpful Report

Posted 7 years ago

“Awful. Avoid. They draw you in with cashback offers , but then don't pay the cashback and "customer service" reps contradict each other and lie to you. Would have been cheaper to stay at previous provider. The Plusnet hub is useless too, signal constantly drops out so you have to reconnect all the time. Save yourself the hassle, rude & deceitful customer service and look elsewhere for your broadband needs.”

Helpful Report

Posted 7 years ago

“Awful. Been without internet for 2,days. No technical support what so ever. Changing back to old supplier”

Helpful Report

Posted 7 years ago

“We discovered that someone that did not work for our company had set up a personal Plusnet account. When we reported this they not only refused to close the account but continued to take money for a year before finally admitting via a web chat that we were in no way liable, We cancelled the payments only to have the "debt" passed to their collection agency. We have been advised that they have behaved illegally and are in the process of complaining to the ombudsman and making a claim against this outfit.”

Helpful Report

Posted 7 years ago

“Speed and reliability are fine but customer service is ZERO. They have problems invoicing from time to time and you CANNOT get hold of them on the phone. There is no web based assistant you can contact and no email I can find. RUBBISH!”

Helpful Report

Posted 7 years ago

“I switched from Plusnet to BT and Plusnet tried to wrongly bill for an amount I didn’t owe. Plusnet put the amount to a debt collection agency. Total waste of space Plusnet”

Helpful Report

Posted 7 years ago

“3 weeks ago my internet stopped working and their advisers couldn't find the solution to the problem. There wasn't a problem with the connection; there was a problem with plusnet who can't deal professionally with their customers. I have a new provider now and the internet works perfectly well.”

Helpful Report

Posted 7 years ago

“Numerous billing mistakes. Endless waiting time on the phone when trying to report errors. When I did manage to speak to a person they didn't know why or how the errors had occurred. You can't complain to Plusnet. They call a complaint a 'question' which adds insult to injury when trying to resolve the mistakes that are made. The facility to open a 'question' on Plusnet's website is so embedded that you lose the will to pursue the complaint. The customer gets a quicker response from Plusnet when complaining via Resolver than complaining directly to Plusnet. Exasperating and exhausting”

Helpful Report

Posted 7 years ago

“All was fine for 18 months, until I moved house. As the signal isn't fantastic in my new area, I decided to arrange for fibre optic broadband to be installed. This would involve an engineer visiting. I was offered a convenient date, but when they emailed to confirm, they gave a different, inconvenient date. A week before the date, I replied to cancel, but was charged £65 for not being home. When I phoned, I spent 30mins on hold. My email replies had apparently 'not been received'. I was offered a future date, which I declined, as I was then ready to cancel my subscription. I was told I'd still have to pay the fee. I refused and cancelled my direct debit. I said I didn't want further appointments and that I was leaving Plusnet. I posted copies of cancellation emails along with a cover letter reminding them that I didn't want further appointments. Despite this, I received a text with a further date, along with an engineer's phone number. I let him know I wasn't expecting this and apologised for Plusnet's error. Another email arrived saying that they don't pick up emails to Plusnet support (no bounceback message received by me). Apparently I'm still expected to pay the charge(s), despite paper evidence of cancellation, and I'm told I should've gone to a different page to cancel appointments. Plusnet can whistle for their 'fees' and I'll be contacting the ombudsman and my solicitor if they hassle me for it.”

Helpful Report

Posted 7 years ago

“Absolutely appalled at the service I have received! I recently upgraded to Fibre-optic as normal internet was really really poor and slow. Was asked to unscrew the baseplate on my BT socket (which I've never had to touch in the 35 years I have lived here!). Clearly is a technical problem with the router, I was advised they need to send out an Engineer (which may potentially cost me £65 in the process if it's a technical fault within my property!). How on earth did I get a technical fault from the old router working in the morning (although very very slow and poor service!) to the new one being installed? not happy at all... worst decision ever to have moved to PLUSNET!”

Helpful Report

Posted 7 years ago

“Thank you to everyone leaving a review on here. I was just about to go to them as they draw you in with the low ££ only to charge you more, thankfully I am not going to move to them, and I have now shared this link on Facebook and at work to leave/prevent anyone from moving over. Reviews really help on the discussion factor here - just sorry to read all these poor experiences, pricing and service - I guess it pays to go with the big boys”

Helpful Report

Posted 7 years ago

“I have been with PlusNet for a few months before I started getting messages that I finished my data for the month and they’ve been charging me more and more. It is very weird as I didn’t increase my usage. In fact I was so flat out with work I haven’t even used it as much as I used to and at home I use my broadband. I thought they were dodgy so I cancelled the service and asked for a pac code only to get another message saying I’ve been charged double! No explanation. Just th amount which is double the amount of my contract! They’re scammers. I will lodge a complaint with an obudsman. Surely if you are on a SIM only deal for £8 with a £10 cap, they can’t charge you £18 if you’ve been using your phone as usual (in fact much less).”

Helpful Report

Posted 7 years ago

“If i could leave 0 stars as they don't deserve 1 On hold constantly 25 mins - get through yup on hold again for 10 minutes rude - should listen to their own recorded calls and learn from them”

Helpful Report

Posted 7 years ago

“Fraudsters poor customer service treated like an idiot on hold constantly when get through put on hold again please spend your hard earned cash elsewhere”

Helpful Report

Posted 7 years ago

“Do not go with Plusnet I changed from talk talk who I thought were horrendous as a owner of a beauty/ hair & tanning salon I needed a speedy and efficient service how wrong was I on change over they lost my business land line number which I have had for 10 years so had to change everything from new signs price lists etc to then be told they could get it back, too late as all this had been done, they just changed it back anyway so lost more business,,, customer service is dreadful everybody pretends to be a manager and I was spoken to terrible,,, My business has suffered terribly especially over Xmas and still is the phone hardly rings now which has never happened I am trying every day to build it up again people thinking iv closed down & I still havnt seen some clients since,, The only compensation offered was reduced bills for three months I couldn’t believed it.. This is now being dealt by ombudsman, Stay well clear of this company especially if your a business. :@”

Helpful Report

Posted 7 years ago

Plusnet is rated 1.3 based on 407 reviews