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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“Extremely bad service from Plusnet mobile, very rude staff, can't sort issues out, no experience, take ages to answer the phone, issue still ousanding, take wrong amount of direct debit, email team as bad no reply, told they will answer when they can I was told!”

Helpful Report

Posted 7 years ago

“Never use this company. They are the worst for service, promise broadband speeds that are unattainable promised 32Mbps and achieved 8mbps. Their customer service will keep you on hold for up to an hour, you will be passed form one department to another and often the wrong department so be transferred again which means another long hold. They make it so difficult to get answers or deal with complaints that they hope you will lose the will to continue to chase for a resolution. I cancelled last night and despite being told months earlier that there was no cancellation charge ( as we were out of contract ) they finally come up with a £30 charge because I was not keeping the service with a BT line. ( they are owned by BT) so they charge you for leaving when they provide an unacceptable level of service, The final straw was them then cancelling the service immediately despite an agreement that it would remain until the 14 day cancellation period had expired which meant we were left without any phone or broadband at 8pm last night. They are without doubt the worst company I have ever had the misfortune to enter into a contract with. DO NOT USE PLUSNET”

Helpful Report

Posted 7 years ago

“Can never get through on phone to customer service - online chat not working and no response to emails - appalling and will never use PlusNet again. Better deals available from other providers also.”

Helpful Report

Posted 7 years ago

“Really bad customer service. No tickets for service. Have to use chat which is only open during day. If over their low email limit they archive your email wasting your time and theirs as you have to request it to be unarchived. The fact that you reduce the load after they ask is irrelevant if the next time they check it is again over. They do not bother monitoring the reduction in load. Inconvenient, Unhelpful. Don't use”

Helpful Report

Posted 7 years ago

“""Have just been on phone with plusnet agent who helped my wife get back on line he had the patience of a saint as We r not the best on line my name is Richard hall not giving anymore details but he talked my wife through the process everything back to normal sorry I can t remember his name but deserves a rise in pay 😀😀👍”

Helpful Report

Posted 7 years ago

“"Absolutely appalling service. How can as service provider company operate on this low level of competence is beyond me. I received an e-mail telling me I have overdue cancellation charges to pay. It included a phone number to phone and to settle the changes. I phoned in only to be told that they no longer take payments over the phone. Not a big deal, the automatic answer points me towards a website called plus.net/pay to settle the bill. I type it in and of course it comes back with an error. Left with no other options I am phoning in again, am told the waiting time to speak to an adviser is currently 15 minutes. I have already been waiting 35. Plusnet, I suggest you sort out your service because you will have no customers left. In today's world abundant with broadband companies and choice, you really need to rethink the way you treat your customers."”

Helpful Report

Posted 7 years ago

“""Plusnet offer to make you proud and boast award winning service. I have had problems with them from day one, the service is certainly not award winning. As an existing customer you struggle to contact them except by phone and then you are waiting ages! One word rubbish!”

Helpful Report

Posted 7 years ago

“Terrible broadband service. Internet constantly goes down and takes an age to get sorted.Phone support ,long queues ,don't respond to emails. In the time I've been with plusnet my internet has been down lots. Even when I joined it took nearly three weeks to sort out my phone line and router because they "lost" my original order. Should have backed out then. Nearly out of contract and can't wait to get shot of them”

Helpful Report

Posted 7 years ago

“Every time I try to call PlusNet there is always a 15 to 30 minute waiting time. Perhaps you should employ more people to answer the phones because having seen my bill rise to almost double what I originally agreed I am looking elsewhere. This service is not what I signed up for.”

Helpful Report

Posted 7 years ago

“waiting on phone support to answer a simple account query. Been on hold for 15 minutes after being answered after a 15 minute wait and been transferred. So on hold now for 30 minutes and reading all the 1* reviews on a number of review websites and thinking "change provider before you have a REAL problem"...”

Helpful Report

Posted 7 years ago

“I am in the process of going back to plusnet having really struggled with talktalk but I would say Plusnet are now worse. If I could get in touch in some way I would definitely stop the service . I'm really disappointed, I don't want to be on the phone an hour repeating myself to poor speaking foreigners that's not what I signed up for. I'm going to try to contact them again today, if no good I'm pulling the plug on them.”

Helpful Report

Posted 7 years ago

“Plusnet have good TV marketing but everything else about the company is rotten. Broadband service supposed to start on 8 August and 7 days later I am still not connected. Customer services do not care and technical do not respond to queries. Phone lines always jammed and message on customer login says that you cannot complain for 7 days. Leave message on support page and it tells you there is a 14 hour wait. 2 days later still no response. It is wrong that they are allowed to take your money and provide no service. Anyone thinking of moving don't, you will regret it. Finally an update today (7 days later) to confirm that they have not done anything to sort the issue out as the small print gives them 5 working days grace before they actually have to sort the matter out. They claim I have to give them “time” to fix the issue but will not provide a timescale of how many days that is. If you value your broadband ignore Plusnet’s marketing hype.”

Helpful Report

Posted 7 years ago

“Rubbish customer services 45 mins to speak to someone and cancelled contract, the logo should be WE will pi** you off not do you proud.”

Helpful Report

Posted 7 years ago

“broadband keeps failing 3 days after connection.Speed only 1.8.Very difficult to speak to an operator”

Helpful Report

Posted 7 years ago

“Amazing service and what a good price. 30 day contacts aswell so you never feel trapped in a deal... not that you'll find many others better.”

Helpful Report

Posted 7 years ago

“Tricking customers into long contracts then hiding evidence to prevent them reclaiming fees imposed on them. Dishonest, avoid!”

Helpful Report

Posted 7 years ago

“I asked for the email address of andrew baker not available. Nota bene plusnet are part of BT.”

Helpful Report

Posted 7 years ago

“Made a total mistake with my contract Then took me to the credit agency when there was no outstanding balance Credit company sent a letter of apology Plus net just continue to have my account in arrears hitting my credit score Please avoid at all cost”

Helpful Report

Posted 7 years ago

“Unfortunately they don't live up to their promise to 'do you proud'. Long waits to get through to customer support. Live chat that isn't and long fix times to repair faults.”

Helpful Report

Posted 7 years ago

“They take 30 mins to answer to phone and treat you very badly if you want to desconté their service the operator was call Ollie and he was the rudest person”

Helpful Report

Posted 7 years ago

Plusnet is rated 1.3 based on 407 reviews