Name: Plusnet
Rating: 1.34

“I feel compelled to write a review regarding PlusNet as I fear for others... without going into massive detail, if you sign up to a service you will be bombarded with literature telling you how happy they are to have you, usually containing the picture of a very smiley man! Unfortunately at every stage of my purchase, they screwed up so I tried to cancel, which I am legally allowed to do and here is where the problems really begin. Plusnet obviously don't want you to cancel in the cooling off period so constantly find hoops for you to jump through - I jumped through them, only to find another and another and another. I am still fighting to get my money back and will be going to Ofcom and the small claims court. I would avoid at all costs unless you have hours and hours and hours to spend battling with them not only to get your purchase correct, then working but also a refund should you decide that life really is too short.”

Helpful Report

Posted 7 years ago

“Plusnet was first signed up to in 2009, as they were the only company that was prepared to connect my phone line for free (it was already installed and BT wanted to charge £200). The thankfulness towards them lasted for quite a few years and through several house moves. But ... last year, when arranging for a house move, the telephone operative insisted that a new package had to be negotiated with them, and offered me a much worse deal than my current one. He also insisted that my line rental had to be paid again, even though it had already been paid a year in advance. After that was rectified, Plusnet still refused to offer me terms that were anywhere near as good as my current deal. When it was declined to change from my current deal, they whacked on charges for my house move, which they have never done before. They then left me for 3 months with no service after my move - they are aware of my disability and being mainly housebound and that the landline and broadband are depended on (almost all my shopping is done online, including food and other essentials). When a complaint was made, they didn't seem to care. Their phone lines are never answered before being kept on hold for at least half an hour - every single time. Now it is 1 month before the end of my current deal and they have increased my broadband to the full cost without explanation, even though there is a full month left on my contract. When a complaint was made, they insisted a new deal had to be taken out with them, even though my current contract doesn't expire for another month. In my experience, they behave more like conmen and swindlers than like a decent, lawful company should - they constantly boast about their "award winning customer service", but all that can be said for that is that, in my experience, the award must have been for frustrating customers, delaying service and overcharging on lawfully negotiated contracts, which they then fail to honour. Do not take out service with them. There are better performing companies on the market that charge less (after BT, who is top of the complaints list every year, Plusnet - who are owned by BT - gets the second most complaints from customers in this country). Their tag line is 'We'll do you proud.' They haven't.”

Helpful Report

Posted 7 years ago

“Poor service”

Helpful Report

Posted 7 years ago

“just the worst company i have ever had the displeasure of dealing with - cant get through on phonelines and chats always busy never reply to emails but maintain they'll "do you proud" complete joke!!”

Helpful Report

Posted 7 years ago

“I've had an intermittent and very unreliable internet connection from 2 weeks after connection on 24 July. Customer services are a joke. After waiting 30 - 40 minutes to get through they go through the same unhelpful script. The faults team aren't any use either as they just try to organise an engineers visit, (which could possibly cost £65), Even at that potential charge I've never been able to get an engineer booked. On 2 other occasions customer services transferred me to the faults team and I waited for 10 - 15 minutes before being cut off. The list goes on and on. They don't even answer the online faults forum which they direct you to to answer questions they pose. Although this morning I had a question asking me if I wanted the fault investigated. It is 4 months too late and I'm now going through the process of changing provider, (which might have prompted their response). I'm going back to Sky and although I have been informed I'll have to pay an early cancellation fee. it will be worth it just to get a reliable connection and get rid off the stress caused by Plus Net. If this was a product I bought over the counter it would be returned for a refund as 'not fit for use'.”

Helpful Report

Posted 7 years ago

“Terrible customer support and there is always an issue”

Helpful Report

Posted 7 years ago

“Good customer service, good value for money and competitive prices”

Helpful Report

Posted 7 years ago

“I am definitely not happy with Plusnet. I signed up a a month ago and still do not have a broadband connection. Have to go to local Tesco to receive/send emails. Am about to lose my job as I cannot work without my laptop and cannot work in public space. ‘Help’ line no use at all - they do not listen.”

Helpful Report

Posted 7 years ago

“I have been with Plusnet for approx 13 years, within which time i have started with standard connection and i am now on fibre plus phone line with them. I may have had only 3 to 4 line problems in 13 years, which were sorted out in quick time by Plusnet service. Always curteous and pleasant, in fact, a pleasure to deal with.”

Helpful Report

Posted 7 years ago

“I have never experienced such lack of customer service. I had two numbers with them which i cancelled months ago over the phone, where i was told everything was taken care of. (I cancelled as i left the country) 4+ months later i am still receiving emails about DD payments being taken. After emailing them and answering their security questions, i have been ignored for the past month.”

Helpful Report

Posted 7 years ago

“If it all goes smoothly then it's fine. Their rapid growth means a lot of their staff are not capable of dealing with the unusual. This meant it took four weeks and about 20 hours on the phone to get our broadband sorted.”

Helpful Report

Posted 7 years ago

“Just moved over from Virgin because plusnet had a slightly better customer feedback and the call centre is in the UK but it is the worse mistake ive ever made. 21 days ive been with them and now 4 days so far without broadband. Plusnet say Openreach but Openreach say Plusnet. Plusnet said Openreach engineer came on friday but when Openreach engineer came on Saturday he has no record of an appt. I cant even leave them for another 17 months. Plusnet is a shamble. Dont use them. AVOID AT ALL COST.”

Helpful Report

Posted 7 years ago

“Pity I have to leave any star rating for this company. Got sent a new SIM that 24hrs later is still not connecting and I have no phone service. Customer service couldn't care less. They have 'informed the tech team and it can take up to 5 days for a response. I can't speed up the process'. Mean while their customer has no mobile. Unreal. Was with O2 for years without any issue. Will be going back, if i can manage to get a PAC code of this lot. AVOID!”

Helpful Report

Posted 7 years ago

“Problems getting connected in new house. Spent literally hours trying to speak to staff in call centre. Staff very pleasant but would rather not have to wait for literally an hour each time I want to contact them! After the second engineer visit my broadband was up and running but I discovered 3 months later that I was getting charged £65 for this! Shocking customer service. I thought they had a good reputation but I was sorely disappointed.”

Helpful Report

Posted 7 years ago

“I've been with this provider for about 8 months now and only use my home Plusnet broadband twice or three times a week as I work away from home.. and I truly regret changing to them! I really should have followed my instincts and checked these reviews beforehand.. even though I am not a heavy user of broadband daily and only use it a few times a week it is so slow and and I am unable to watch a full movie, it takes me at least a half hour longer to watch a movie because of all the stalling and slow speeds.. I've spoke to a few friends with Plusnet and they have said the same thing.. two of them are very lucky.. there contract expires in one and three months respectively.. they are so happy!!! I cannot wait for my contract to expire so I can expel this company from my life!! Imagine the speed I was a daily heavy user of internet? Avoid this company at all cost if you want reliable internet!!!!”

Helpful Report

Posted 7 years ago

“Internet has not worked properly or phone since fitted. Engineer repeatedly does not turn up wasting my time. Cannot get through to Plusnet without being 40 mins on live chat now or 45 minutes hanging on phone. Disgraceful customer service, terrible company, would not recommend to anyone”

Helpful Report

Posted 7 years ago

“The worst broadband provider I even had! Keep away from this provider and don't believe their slick TV adverts. Their internet connection is dreadful ! There is no connection during the morning and then connection is sporadic. When I complained they blamed my computer ! Also be aware of the fact that it is practically impossible to leave them within the 14 days as you are entitled by law.And here how Plusnet tie you to a contract: They claim that the 14 days period starts from the moment you sign the contract and not from the moment you receive your service. They take over a week to connect you and them when you discover how bad their service is and ask to terminate the service while still within the 14 days period they say that you need to wait for another 10 days until the system is 'stable'. Having waiting for these extra 10 days and the connection is as bad as before and you wish to leave them they say ' sorry but you have missed your 14 days deadline' I would strongly suggest that before you sign with them make sure that you are aware of this trick and better still keep away from this provider .And at one point the broadband completely stopped working and i contacted their so call technical team after one hour wait on the phone they asked me to change the wall socket and said if that does not work you have to change the router i changed everything and the service did not started they then arranged the engineer visit the engineer cam and he said that there is no fault from my side.After a day the service came back with the same old router and the plusnet asked me to pay for engineer visit which i argued that the engineer clearly stated that their is no fault from my side but they insisted that i will have to pay for those unlawful charges.They provide an absolute utter rubbish service so please stare clear .”

Helpful Report

Posted 7 years ago

“The worst broadband provider I even had! Keep away from this provider and don't believe their slick TV adverts. Their internet connection is dreadful ! There is no connection during the morning and then connection is sporadic. When I complained they blamed my computer ! Also be aware of the fact that it is practically impossible to leave them within the 14 days as you are entitled by law.And here how Plusnet tie you to a contract: They claim that the 14 days period starts from the moment you sign the contract and not from the moment you receive your service. They take over a week to connect you and them when you discover how bad their service is and ask to terminate the service while still within the 14 days period they say that you need to wait for another 10 days until the system is 'stable'. Having waiting for these extra 10 days and the connection is as bad as before and you wish to leave them they say ' sorry but you have missed your 14 days deadline' I would strongly suggest that before you sign with them make sure that you are aware of this trick and better still keep away from this provider”

Helpful Report

Posted 7 years ago

“I was with my last mobile phone service provider for 20 years. I thought I would try a change and went to Plusnet. What a diaster...started off okay; up and running in a couple of days but then a week later the service was terminated with no notice. It turned out they didnt like the fact that I had used my company bank account but didnt think to call me and ask for an alternative, just suspended the service. So I contacted them and we resolved that bu tthen the new DD was to late to pay the £10 but they didnt want it now...someone would call me...no call came then I got a suspension of service threat again so I called them (not easy) eventually I paid the £10 by card and explained that perhaps they werent offering the service I require as its all too much hastle so I would like to give 30 days notice to quit. They said that fine but then the following day simply terminated my service with no notice and refused to turn it back on even for the 30 days I had paid for. So no I am stuck with no phone until a new sim is delivered and the PAC code applied.”

Helpful Report

Posted 7 years ago

“I would give it negative stars if I could. It has been the worst broadband I have ever experienced. very intermittent dropping signal constantly. Cannot get through on the phone - only after 15-45 minutes waits and then customer service denies any records of things I have said. The bill just kept creeping up and up. Tried to get out of contract a few times, decided to wait until the end of contract and somehow they still manage to say I owe them as I am ending the contract. WORST EVER - do not go with this company”

Helpful Report

Posted 7 years ago

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

Plusnet Reviews