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

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“I was told by Plusnet that it would be easy to move to EE I asked if there would be any searches as I have a near perfect credit score well I did have . Not only did EE put a hard serch in they did two even though I only have two six pounds a month Sims and only one account number so if you change and you value your credit score beware of ee”

Helpful Report

Posted 1 year ago

“Plusnet email saying they are going to close their mobile network and that I should transfer to another company. This I did and I closed my direct debit with plus net. As soon as I did this they restricted my account. Although they take money in advance they could not wait to restrict my service. The lest they could have done was to leave the service on until my money had run out and sent me a warning message. But no they were so quick to shut the account down and then blame me for not reading the Ts and Cs. So quick to take your money, now I'll wait and see how long it takes for them to refund me the difference.”

Helpful Report

Posted 1 year ago

“I wish that I could give this hopeless, ridiculous useless company and the incompetent staff who resulted in my present misery zero stars. I was with John Lewis broadband provided by plusnet. John Lewis told me that they were going to stop their service and that I should switch to Plusnet. I thought that it would be easy for Plusnet to take over the whole thing. Oh dear no!!! They could not set up my Plusnet contract properly. I am being charged £56 per month. instead of the £27 which was agreed. They cannot stop John Lewis from continuing to charge me. The changeover did not happen on the day that Plusnet notified me that it would. When I phoned up to see what was going on I was immediately charged £56 even though I was charged an initial payment of £27 when the contract was supposed to have been set up. None of them has a clue. Please don't have anything to do with them. You will bitterly regret it. I am desperate. How can I escape from this nightmare?”

Helpful Report

Posted 1 year ago

“Everything up and running for 9 days, I was told they had cut of my internet immediately and then the would be resumed in a week, on the seventh day it changed to 10 days, I’m leaving they are rubbish at providing a service , they couldn’t give me an understandable reason why my broadband was shut down .”

Helpful Report

Posted 1 year ago

“I am being charged for services I don't use. No benefit to me or anyone for that matter. Not necessarily a scam but I would recommend you check them out before you commit. Buyer beware.”

Helpful Report

Posted 1 year ago

“I am being charged for services I don't use. No benefit to me or anyone for that matter. Not necessarily a scam but I would recommend you check them out before you commit. Buyer beware.”

Helpful Report

Posted 1 year ago

“Beware they increase the monthly payments without notifying you and refuse a refund afterwards. Be ware of this company .”

Helpful Report

Posted 2 years ago

“THIS COMPANY ARE JUST COWBOYS . Most unprofessional. Don't be fooled by their TV advert . Just imagine how many BUFFOONS like the TV advert works for this company .”

Helpful Report

Posted 2 years ago

“Moved places and was wanna stay with Plusnet they said to they will be move broadband for new place in 7 days after they starting changing date 3 times already I need internet to look for job in new place for emails etc but because Plusnet company letting me down again ... I don't know what to do before we moved we was thinking about changing company because was not once disappointed about the service and here we paying for internet what we don't have and we can't use ..”

Helpful Report

Posted 2 years ago

“Absolutely useless. AVOID. Signed up with them for phone and broadband as BT, with whom I'd been for over 30 years, lost my order. Advised three weeks ago that there was a problem with my order that they seem to insist on cancelling with Openreach. Whilst I have a phone line still no idea as to when broadband will be available. Moving house is stressful enough without having to waste time chasing useless customer services and arranging alternative internet access. Spent most of last week chasing. Have gone to an hotel so my wide can have a connection for training. Totally disgusted with their "we're doing all we can" attitude - nothing happens.”

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Posted 2 years ago

“Horrendous. Plusnet have given me the worst anxiety this week. Having found out they have been taking two direct debits from me for the past two years. You cannot sign into your accounts easily. The passwords are a nightmare. Just being fobbed off continuously. Really horrific service. And I’m signed up for another two years. Feel like I’ve been robbed.”

Helpful Report

Posted 2 years ago

“Absolutely horrendous. Internet always going off and sometimes for 2 weeks. They said they would pay compensation paid 30 days after faults is resolved however, keep opening the same complaint because it's the same fault therefore avoiding paying the compensation.”

Helpful Report

Posted 2 years ago

“terrible customer services even though I was not in contract they are refusing to shut my account down never use again or recommend”

Helpful Report

Posted 2 years ago

“Honestly the worst customer experience I have ever encountered. Insincere and utterly unreliable. Their customer service representatives might be extremely charming and say all the right things when you are on the phone with them but there is zero follow through and absolutely no accountability. Once they hang up, you are forgotten. We had three different installation appointments across December where no one turned up. We were then promised a dongle would be couriered across to us overnight to provide us with interim connectivity until they could book in a fourth installation appointment. That dongle never arrived. Umpteen promises of calls back to sort things out – they never materialised. So many broken promises. What makes this even worse is that this was for my mum who is registered with them as a vulnerable person due to health issues and yet they still left her without any type of connectivity for over a month. Just really, really disappointing.”

Helpful Report

Posted 2 years ago

“Upon contacting your services in August, I was informed that, as I did not have an English bank account, I only needed to borrow a friend's account information and then, when I had a user profile, I could put in my Norwegian details. This proved to be false. Further, as I only entered into a contract based on the information provided here, this counts as "negligent misrepresentation" (if not fraudulent), please see section 2(1) of the Misrepresentation Act of 1967. I never received either a phone line or broadband router, as I have informed the customer service team on the phone several times. Not hearing anything for months, I was shocked when my friend told me that you had taken a monthly fee from his account. When contacting customer service (again). After apologising for not delivering the service, thereby admitting that it was not in effect, customer service still insisted that I kept paying until they could install one later in January (four months later). I would therefore pay a monthly fee prior to the installment of the service. By then, of course, I never wanted anything more to do with this company. Finally, I insisted on cancelling my "subscription" with Plusnet. Talking to a very apologetic young man on the phone, he tried urgently to convince his manager that I would be exempt from the cancellation fee since I did not actually cancel anything (since no service was ever supplied). Yet the manager, of course, insisted on the cancellation fee to be paid. This is shameless, fraudulent, and disgusting behaviour, to demand payments and fees for a service without ever supplying it.”

Helpful Report

Posted 2 years ago

“Connection has been dropping out continously throughout the day for well over a month now. Anything from 5/6 connection drops a day to almost hourly and many times throughout the night. Issues happen, I understand and it's how these things are resolved that count. I've tried absolutely everything internally, swapped out every ethernet cable for new. Process of elimination removed every device from the router. Brand new filter. Removed phone connection. Tried several computers. Disabled wifi. etc etc etc. This was off of my own back by the way because plusnet sure haven't tried anything other than sending a new router (which didn't work by the way). Well it hasn't been resolved. Countless phone calls and hours wasted later, I have been promised engineer vists on 5 occassions over the past month and every single occasion not one engineer has arrived. Meaning I have had to spend yet more time on the phone chasing it up, promised the engineer would definetly arrive this time over and over. It's an endless cycle and the support team can not reassure me it won't happen again (although one did promise to personally take responsibility and call back to check in... which of course they didn't). One "Tech support team" told me it's not plusnets fault, they can only open a request for an engineer from open reach to visit the property. If they don't turn up it's out of there control. Well fine, you're service isn't fit for purpose in that case because if an issue occurs you have no power to fix it, then it's not fit for purpose. I had no option but to insist my account/contract be closed without fee or penalty. Which was agreed to, so far so good... Lets see if it goes as smoothly as promised. I'm trying to run an online business with a connection that drops out continously. Now I have the inconvenience of switching providers and potentially more down time running an online business. Ruined what should've been a productive start to a new year, instead i've spent it problem solving and sat in phone queues listening to ear piercing call queue music, having the same conversation over and over never to be resolved. Times are hard, everyones looking to cut bills down but you get what you pay for I guess, should've known better. Avoid.”

Helpful Report

Posted 2 years ago

“Avoid Plusnet at all costs, awful service, rude customer service, I lost a week's worth of business, and to cap it all they have taken nearly £300 as a wrong direct debit but can only refund with a cheque!!. Does anyone have the email address of the CEO”

Helpful Report

Posted 2 years ago

“Awful connection, keeps cutting out, extremely slow.”

Helpful Report

Posted 2 years ago

“My internet connection was cut off on 22.12.22, no explanation. Mini box EE allows me to have internet on my phone but not my laptop. Yesterday 1.1.23 my son connected the tv, today watched catch up and it was cut off again. Plusnet blames Openreach and vice versa. Spoke to 2 engineers who said they will call me back but they don’t, I can’t advise anyone to use plusnet”

Helpful Report

Posted 2 years ago

“Technically, PlusNet are OK but their call handling methods leave a lot to be desired, as it took 5 months to cancel their SIM only service, even though they emailed a confirmation and the SIM stopped working. When I realised the Direct Debit had been increased rather than ceased, today's telephone call took 1 hour and 36 seconds to resolve with the first 3 operators (Erin, Nasa & Lauren) determined to prove it was my fault. Their supervisor, Paul, finally stepped in and said the service will be cancelled in 2 hours, as I last used the device 4 months and the mobile number no longer works anyway. Would I recommend you use them? Probably not.”

Helpful Report

Posted 2 years ago

Plusnet is rated 1.3 based on 407 reviews