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

“since friday not network not in service I'm so disappointed”

Helpful Report

Posted 7 years ago

“The only good thing I can say about Plusnet is that they demonstrated their total incompetence within 14 days of me placing my order so I was able to cancel without loss. They made false promises about installation times to get my business then backtracked once I had paid and failed to deliver on their promises. Avoid like the plague!”

Helpful Report

Posted 7 years ago

“I think Plusnet's customer service has gone down the drains. They are the worst phone line and internet provider I ever came across. I used four different providers so far. I recently moved home and ordered my landline and internet to be connected at the new place on 20th March. Then, When I got a confirmation by email, it did not say the work would be done in the afternoon. So, I contacted them again in a few days later, I was told that the work would be carried out externally, so I did not have to wait at home, just plug in when it was ready. Then, I did not receive any text or email saying that the work was done on 20th March. Although I was able to plug in the internet and it was working, phone line was dead. No one from Plusnet contacted me that there was a problem. After I raised a question, and then a formal complaint, they came back to me on 28th March saying "Open Reach's back end system prevented this from activating and completing at the same time as internet". I asked them to send me an engineer, but they assured me that only external work would be necessary and it would complete by 4th April, after a couple of their updates that the work was not done. On 4th April in the afternoon, I suddenly received a call to my mobile from a man asking my address. He did not tell me who he wish to speak to, so I told him it was the wrong number as he mentioned a different address from mine. Then, about 5 minutes later, he called me again mentioning my name, asking my address, and told me that he needed to visit me regarding my phone line. So, after all, an engineer needed to do the work internally, and they failed to even tell me that engineer would visit me, and could not even inform him my correct address. Luckily, I was at home, but if I hadn't I would have missed his visit and had to wait much longer! I do not use my landline often, however after moving home there were so many companies to contact about my change of address, and I wanted to use "free evening and weekend calls", but I had to use my mobile and Skype. If they had arranged an engineer's visit first place, all this could have been avoided. They seem to have a bad relationship with Open Reach and no one seems to know what he/she is doing, even for a simple "moving home". I requested to reduce my monthly bill to the same amount as the last one (as they increased the amount just because I move!), which I thought it was fair as they were very useless handling my matter, but they only offered me two months free line rental. I definitely look for another provider next.”

Helpful Report

Posted 7 years ago

“Probably the worst broadband provider I have had the unfortunate displeasure to deal with. A MINIMUM of 45 minute wait EVERY TIME we call. Only every TEMPORARY fixes which allows them to tick their completing box, even though its not fixed. Then when the problem comes back you have to start the above hopeless loop again. You are doomed never to have your problem fixed. You are doomed for them never to let you cancel. And you are then threatened with debt collection and being taken to court. Not to mention some quite shocking, rude and patronising staff. Oh, and don't bother with Twitter or social media. Its just a front. They cant actually do anything, they just give you a fob off answer and refer you to customer services...to once again start the loop of doom and hopelessness. I'm sure trading Standards would agree that their marketing is woefully out of date as their customer service is utterly awful. Do yourself a favour....join anyone else. Even do without broadband JUST DO NOT JOIN PLUSNET - You will regret dealing with these sharks.”

Helpful Report

Posted 7 years ago

“This is the worst phone/ broadband provider out there. I can't even describe how stressful it is dealing with them - it took me 8 phone calls all over 60 minutes to try and sort out retaining my original number. They are useless, was advised different things depending on who picked up the phone, given wrong information meaning 6 weeks later I'm still trying to sort this issue out! It's always a 30 minute wait at least to get through to someone. Broadband is so slow. Stuck with them now for 18 months - please avoid them I hope my review can save someone else having to go through this pain”

Helpful Report

Posted 7 years ago

“Despite what I read, I've never really had any issues with them. I've actually had good experiences when dealing with them. I am happy with the service but it does seem obvious that many others aren't!”

Helpful Report

Posted 7 years ago

“We had a crackling noise on the phone line, not too bad but thought I would inform PlusNet. On 05/01/2017. They arranged an engineer to come and sort the problem. They fixed the crackling noise but left us with no internet. After many many calls and emails to plusnet we are no further forward, we still have a crackling noise on the phone and an internet connection that is barely useable. We have paid for the last 2 months contract and have had no service. The customer support are quite rude and unhelpful, so we have now made a request to change internet provider. Warning do not use PlusNet they cannot get the problems rectified.”

Helpful Report

Posted 7 years ago

“Plusnet Mb provided a SIM card the day following my order, but porting my old number is a total disaster. The quoted 1-2 days is total fiction. I have been waiting for five working days so far, and whilst my number has been ported and works, mobile data does not work. I have contacted Plusnet three times so far and they have no idea when the problem, which they are blaming on Orange, will be solved. They pretend to care but clearly they don't. Their biggest failure is their inability to admit that they have problems and to advise customers before they have to waste time trying to find out whats going on. I could not possibly recommend them to anyone else, and the way things are going may well end up cutting my losses and going elsewhere.”

Helpful Report

Posted 7 years ago

“We have had issues with our broadband for weeks, sometimes we get no internet for days. Plusnet say there are no issues, but I am positive they are lying. Rather than be honest and say there is work in progress, or their service to connect you is slow, despite you apparently having a good speed. They allow you to think it is a problem your end. We have not been able to Christmas shop online, this has cost us dearly. We can't access mail, this is horribly inconvenient. It has cost us a lot of time trying to trouble shoot for the sake of proving it is not our end. And they don't give a damn! They are incapable of being honest. What they are good at is passing blame, leaving pointless, misleading but polite comments in response to peoples reviews on Trustpilot, I feel in an attempt to make themselves look reasonable. Well they are letting everyone down and they know it, they are greedy as hell! Their motto is 'we'll do you proud' I say they should change it to 'WE WILL DO YOU BIG TIME' basically leave you paying for an abysmal service. They duped us in to signing up to a three year contract before all this started, we were offered a deal we wondered might be too good to be true. Here's the funniest bit, our neighbour just signed up to them and is having trouble, and what do you think Plusnet told them? You guessed it...nothing wrong our end, must be your set up...blah blah blah The man is an IT expert, so how is his set up wrong? It wasn't wrong with his previous provider, but now mysteriously there is an issue his end, nothing to do with Plusnet...perhaps Plusnet can't be bothered to fix their issues at all, let alone even diagnose them. They are just wrong in the way they are treating people. I don't think they can cope with the number of people signed up to them now. They have halved the speed we once had, and yet they did not disclose this when selling it to us from their call centre! I am writing to Watchdog about this company, I would urge others too do so as well. They will not change one bit until they are shamed for the way they miss-sell, and treat their customers. There are plenty of negative feedback reviews about them online, but this does not shame them in to providing a better service. They need to be on TV for the masses to see them for what they are...a let down.”

Helpful Report

Posted 7 years ago

“Very poor customer service, wasn't happy with the speed in comparison to our previous provider but they couldn't give a damn! I paid up front for 12 months and they would not refund any premium and said i would be charged a hefty cancellation fee... so thank you plusnet, we have endured a terrible 11 months with you, can't wait to see the back of you for good next month!”

Helpful Report

Posted 8 years ago

“The worst customer service ever encountered. Call centre waiting times anything from 30mins to 1 hour. So if you've any sort of problem and need to contact them be prepared for a lengthy wait. 49 minutes for my first call and still didn't solve the problem. They advertise award winning customer service so that will be the "award for the worst then" . I wish i'd stayed with my old provider and paid the extra money, avoid plusnet like the plague.”

Helpful Report

Posted 8 years ago

“Goodbye Plusnet! I have been a long standing customer of Plusnet, our business has many different sites each requiring DSL and each using Plusnet. However, I recently added Plusnet to a new office and found the quality of the service to be awful immediately. We did tests with the support team and found that the line had a lot of latency, too much packet loss to sustain a consistent connection. After testing with BT it was decided there was too much distance on the line to sustain a consistent connection and so the line was cancelled. But when I came to cancel the DSL account they said I had to pay nearly £200 as I was in contract. This seemed ridiculous to me as we couldn't possibly use the service. When I asked if I could transfer the sum to another account as a credit they said no due to 'data protection reasons'!?! So I paid up and then sat on hold with the cancellations team to cancel my other lines with Plusnet (no sense staying with a company with awful customer service). Ironically the retention team tried to keep me as a customer saying that I could have had the money credited to my account, but that it was too late now that I had paid. Why, why, why don't these people talk to each other??? NEVER EVER AGAIN”

Helpful Report

Posted 9 years ago

“No problems for 5 months, now been without phone and internet for a month. They have never called to update us when they have told us they would, we have always had to chase them. We keep on getting told three more days. Some polite customer service reps, others very rude. Either way it has not been fixed and they refuse to help us find other means as a stop gap. Requested 4G or to be swapped to fibre optic until the problem is fixed. They refused. We paid upfront for 12 months, what a mistake. When that ends (or maybe before as it could be 6 more months of no service) we will run and never come back! I advise you do the same.”

Helpful Report

Posted 9 years ago

“Extraordinary: six delays to broadband installation - not done after 8 weeks. After agreeing to cancel the contract they are still pressing for payment for a phone service that ended 6 weeks ago. Frequently on hold for half an hour on the "helpline".”

Helpful Report

Posted 9 years ago

“The worst broadband provider! My order got stuck but they did not notify me and thus I ended up losing internet for 10 days. The worst start ever!!!”

Helpful Report

Posted 9 years ago

“Terrible customer service from plusnet and no phone service. Years of being very happy with them destroyed by lack of delivery & no communication”

Helpful Report

Posted 11 years ago

“You might have the best customer service, but is that because of your "odd" service. Every other day my install date changes...”

Helpful Report

Posted 11 years ago

“Plusnet customer service really is ace!”

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Posted 11 years ago

“got to say that PlusNet are excellent with customer service. good job. good stuff. cool”

Helpful Report

Posted 11 years ago

“extremely poor and incompetent customer service. If your thinking of joining do not bother”

Helpful Report

Posted 11 years ago

Plusnet is rated 1.3 based on 403 reviews