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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I've just had to speak to someone regarding my plus net service. And I was pleasantly surprised by the experience. I spoke to a lovely young man, (Amraiz Malik) who couldn't have been more kind and helpful. He talked me through things and got me sorted out in no time. All of the staff that I've had to deal with have been the same. Wonderful service all round. Well done Plus net.”

Helpful Report

Posted 2 years ago

“Weeks without broadband, paying for a business line too! Finally they have agreed to let me cancel the contract, how nice of them!”

Helpful Report

Posted 2 years ago

“Avoid like a plague .... their service and attitude to customers is worse than a pandemic or plague for that matter. I contacted Plusenet to inform of the sad news that my dear Mother has passed away and will need to stop her telephony and broadband service. Instead of offering sympathy and an empathy of the loss of a parent, I was lectured by the call centre agent that given the initial contract was arranged by myself (my late Mother suffered from severe dementia) then Plusnet is not obliged to terminate the service and should I to wish to do so then there will be penalty charges. The agent repeatedly re-iterated her position despite the fact that I alerted her that the service was provided to my late Mother home and the monthly service charge was taken out of her account. I am still waiting (4 days now) for a senior manager to call me back, as promised by the agent, in the hope of having a more rational discussion rather than a one with an automaton agent. To add an insult to an injury, I received, today, a text message from Plusnet informing that they intend to close my complaint and escalation request, as in their view my complaint has been resolved. At the end of the day, quality of service can only be assessed on how flexible, understanding, caring, sympathetic a business is and how it deals with the exception to the norm, if any. I am sorry to say that Plusnet staff has demonstrated that the company to be heartless, uncaring, rude, lacks basic level of compassion or consideration for a bereaved person.”

Helpful Report

Posted 2 years ago

“STAY AWAY!!!! Go to a serious company that actually cares for their customers and their satiafaction. They lie to you that you can cancel within 14 days and it takes them 14 days to set up your service. So there is no way you can TRY if the service or speed is good enough for you. Their sales team advisor was straight up lying to us that we're gonna be able to try it and cancel for free (because we had concerns about the speed they were offering us), just to hook us up. While fully knowing that that's not possible as the 14days have already expired by the time you have active service. And their support is not helpful at all! Josh from the sales team was even trying to persuade me that "try the service" doesn't mean that I'm gonna be able to test it out. A joke of a company”

Helpful Report

Posted 2 years ago

“Very poor helpline with long queues and unhelpful staff who askyou4/5 security questions in the hope you can't answer so will give up!”

Helpful Report

Posted 2 years ago

“STAY AWAY FROM THIS COMPANY! Firstly, absolutely shocking and awful quality of internet connection. Frequent blackouts of broadband and slow internet speeds. Unable to ever make video calls and even connect a lot of the time. Plusnet refused to acknowledge the drop in service and would even entertain helping us with this. Even worse is the cancellation fee! Over £75 to cancel due to moving, with no offer to reduce this. Absolutely terrible customer service. No other company has such an extortionate cancellation fee. They are taking advantage of their customers and extorting them when normal life events (moving) happen. DO NOT enter into a contract with them! STAY AWAY!”

Helpful Report

Posted 2 years ago

“To all people who are wanting to sign up to plusnet. Please DONT. We had this company in our home for 5 to 6 years and during this time we have had trouble with slow speed and six engineers later it is still not right. We had decided to go to another company due to the very poor service and was also very under advised by the sales team and also during complaints we have now found out after going to another company there is a leaving fee of £246.09. Whilst trying to sort these issues out we have then found out to our horror that they only had the records going back 2 years, bearing in mind we have been with them for 5 to 6 years. This is due to company policy that reflects on their poor customer service that makes them rubbish. Pease be aware of this as we have been conned!!”

Helpful Report

Posted 2 years ago

“Terrible, my internet would never reach into another room, had to buy a booster, still didn't help. Then put in a notice to leave for the end of the month, they cancelled a few days after my phone call, rang to ask them to put my internet back on, said they weren't sure what had happened and couldn't reinstate my internet for another two weeks. Left without internet all month and I work from home, it was a nightmare.”

Helpful Report

Posted 2 years ago

“Slow speeds, constant dropping out CS answer is switch the router off which is a temporary fix, not interested in providing the service they promised. Had to purchase extra data off my phone company just to have a reliable internet at home ! AVOID at all costs cannot wait until our contract ends.”

Helpful Report

Posted 2 years ago

“I signed up for plusnet tempted by the £50 reward card & 18 month contract , broadband is ok was promised the reward card after 30 days did not receive it or had an e-mail as promised to activate the reward. After several phone calls & promises of call backs , which never happened the sales team then said they could not find my telephone recording of me signing up my contract on the phone so they do not no if i signed for that offer !! So they more or less said i was a liar !! Terrible customer service , AVOID , AVOID AVOID !!! Do not sign up with this company they are awful !! i wish i had read the google reviews before i signed up !!!!!!! I would give a zero if i could.”

Helpful Report

Posted 2 years ago

“Moved from BT to plusnet and regretted it since. From download speeds of 40plus I’m now grateful if it gets up to 4Mbps. I was tempted by the £26/ month with “average download speeds of 36”. Customer service is convoluted to get near. Terrible service.”

Helpful Report

Posted 2 years ago

“Never go with a company where the call handlers speak like eeem, eeem,eeem, about twenty times!. Some creep put me on permanent hold! Late afternoon 7th January.2022.. Even though the situation has reached a dodgy stage- thanks to them.! Confirmed that I wanted to cancel, back in August in 2021. THAT was ignored.. Then letters I wrote- ignored,too. Emails were not acknowledged.. The account was never officially up and running.! As previously explained- the SIM card did not work!!! Now the animals have passed me onto a debt collection agency! 98 reasons NOT to join the eeem, eeem, eeem, mob!!!🤬”

Helpful Report

Posted 2 years ago

“I tried to cancel this service- which incidentally was never even activated.!!! I was told by someone AFTER that it is a poor signal area ..( though, obviously of course not by them!). The Sim card did not fit into my mobile phone. I proceeded to phone Customer Support on Saturday 28th August,2021 and request a new sim-card, whereby the person was un-cooperative. Sent a letter of cancellation( to some address in Sheffield) after, they ignored that. Emails ignored too. Now the evil skum have landed me onto Debt Collection dept. 👀🤬.”

Helpful Report

Posted 2 years ago

“Took payment closed account and then sold my information to a company who also requested same payment plusnet took avoid try sky!”

Helpful Report

Posted 2 years ago

“it's a shame I can't give 0 stars. This is probably the worst broadband provide I have ever had. Their internet connection keeps dropping, wifi wors just by the router, nowhere else, but Plusnet won't give you any compensation or solution. Instead, they offer you commitment for another 12 months and advise you to buy a signal booster! Well, I didn't need anything like that when I had BT! I just spent almost an hour on the phone and got nowhere. Cant wait to get transferred to my new broadband provider.”

Helpful Report

Posted 2 years ago

“A terrible company. I wish I had never taken out a contract with plusnet. I have been with this company since April 2021 and I have had nothing but issues with them. Initially they took a payment by direct debit on the 1st of the month as I requested. A payment was taken on the 1s June and again on the 29th June. I cancelled my direct debit and re instated following making a complaint. It was agreed that my monthly direct debit would be taken on the 2nd of the month. This did not happen and my direct debit was taken in the middle of the month. I cancelled my direct debit again and decided to pay when the bill was produced. Plusnet claim that my bill is due on the 1st of each month. I received a text message requesting a payment on the 1st December. I had a busy day at work and without any warning my internet and phone line was disconnected on the 3rd December 2021. I rang to complain and I was told that it is in my contract that they can do this. When my contract ends I will be leaving plusnet.”

Helpful Report

Posted 2 years ago

“Contacted Plusnet to move my home Broadband from TalkTalk. Explained I only had a 14 day cooling off window with them to move before I would be tied to a new 18 month contract. This was noted and assurances given that this would be done. Plusnet also took payment for the first month. I heard nothing from either provider for over a Month and I am now stuck in a contract with TalkTalk that I did not want. I contacted Plusnet who were obviously very sorry and confirmed nothing had been done . The Customer operator organised a refund and transferred me to the complaints department to make a formal complaint. The complaints operator sounded like she had just got out of bed and told me to do it online Absolutely disgusting service from start to finish . Avoid this company. Contacted Plusnet to move my home Broadband from TalkTalk. Explained I only had a 14 day cooling off window with them to move before I would be tied to a new 18 month contract. This was noted and assurances given that this would be done. Plusnet also took payment for the first month. I heard nothing from either provider for over a Month and I am now stuck in a contract with TalkTalk that I did not want. I contacted Plusnet who were obviously very sorry and confirmed nothing had been done . The Customer operator organised a refund and transferred me to the complaints department to make a formal complaint. The complaints operator sounded like she had just got out of bed and told me to do it online Absolutely disgusting service from start to finish . Avoid this”

Helpful Report

Posted 2 years ago

“Switched few months back and still regretting, customer service is not helpful.. had switched once before but didn't have current experience. Broadband drops frequently and they have the worst router from which I don't even get proper signal upstairs. Can't wait for the contract to finish.”

Helpful Report

Posted 3 years 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 ??”

Helpful Report

Posted 3 years ago

“If only I'd read TrustPilot before I had gone with awful PlusNet Oh how I wish I had seen this before I moved to this appalling company. Dreadful service, no signal on mobile inside (apparently in their terms and conditions they do not guarantee a signal indoors) When I called to ask why I had no signal indoors, I was told it was a problem with the mast in my area right up until I was out of my cooling period, then I was told the truth. Shocking. Then you send emails to get support but they don't read them. They call the mobile you can't get a signal with and leave infuriating messages that you can only listen to when you are outdoors, standing next to an EE mast (that does work but only if you're outdoors!) Avoid this company at all costs. Dreadful mobile signal and appalling customer support.”

Helpful Report

Posted 3 years ago

Plusnet is rated 1.3 based on 403 reviews