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

“Plusnet, what a massive disappointment. I couldn’t give a sub1 star, or I would. Plusnet offered me a cheaper service with good speed... I thought "What could go wrong? I mean..... they even have UK Call centers”.How far from the truth could I have been? Please read if you are thinking of using Plusnet as it may save you time and money. The issue: Broadband supply to the house seems stable at 44Mbps (GOOD)and an upload for 13Mbps (GOOD) Wired Ethernet (RJ45) seems to be OK (GOOD)2.4 Wifi works very slow. 20mbps max but stable (POOR)5 Wifi is unusable with constant dropouts in Wifi and down to sub 2 Mbps performance. (TERRIBLE). I rang for assistance: Plusnet, the first person I spoke to was rude, passive-aggressive, and really wasn’t the person I would expect to find as someone to offer help to others. The second time I rang, I spoke to a nice guy who really did try and help. But after more phone calls, it just developed into a long list of reasons why they were not to blame, and why they refuse to guarantee their own products Wifi performance. I suspect this is because they know it is such a poor performer. Plusnet excuses: They continued to tell me, it was most likely to be my issue, due to a very long list of excuses which were based on no data: Geographical location, The distance from the router to my computer, Local interference, The house structure, Other Wifi transmitters local to me, My computer. The reasons just went on and on. My Findings: The Vodafone Router and service that I used before had no issues, the 2.4 was faster by far and the 5 was rock solid. I found the same good performance with2 or 3 other routers before from other providers. I believe that this proves, many other different routers did not have the issues the Plusnet item did. I did explain this to the Plusnet team, but they're relentlessly stated; that they don't offer a promise that the Wifi will work! I still find this amazing almost item that connects to the internet use Wifi. Is it legal to supply a product contained in a contract that doesn’t do what it says it can? The Fix: I tried everything they offered to fix it, not one of the items that Plusnet advised proved the reason for the issue. The nice guy from the second phone call clearly told me that the router is most likely the issue and it would be good to use another. I bought an Asus router for the cost of£220 and set that up. Since this, I have had fast unbroken service. Plusnet’s Resolution: I received an email request for a response of how their customer services had performed. I took the opportunity to inform them that they were poor performers and welcomed a phone call to talk about it. I was surprised that they did call! I ran through the hours (10 plus)that I had spent in total trying to correct the issue. I was offered £35 as a contribution. I explained this is pocket change and was insulted that they thought this was going to make me happy. I asked for them to contribute 50% of the cost toward the router, which, I had bought to correct the issue, and which has fixed the issue. His answer was “No”. I made it clear to the manager that I was going to write this review of Plusnet because they were not willing to contribute 50%. His response was apologetic but thought that this was not their issue and I was asking too much. I feel leaving this 100% honest review may protect potential future customers and warn them. From the adverts I have seen, Plusnet, in my estimation promises to be a great and friendly service, this really hasn’t been the case for me. ”

Helpful Report

Posted 3 years ago

“Best price found on the internet which very good internet connection”

Helpful Report

Posted 3 years ago

“Appalling company. Moved house and then the problems mounted. They had no control over a cowboy engineer, then displayed total ineptitude in the aftermath through shockingly bad customer service.”

Helpful Report

Posted 3 years ago

“I’d rather give no star. I didn’t even hold an account with them and they have registered missed payments on my credit file. I have tried to resolve this with them but because they have my details somehow they claim the account was mine. Anyone could hold my details so this must be fraud. They haven’t even opened up to investigate it.”

Helpful Report

Posted 3 years ago

“Repeated issues with speed on 2.4ghz… Repeated issues with speed on 2.4ghz channel, when a static IP is added this cures problem and I am told there is an issue with their routers and exchange. When I call I get the same set of standard excuses of not having a guaranteed speed despite the fact that it runs at below 1mb when on 5ghz it is 50mb. I have to get very grumpy to get them lo listen. Terrible customer service, terrible broadband.”

Helpful Report

Posted 3 years ago

“The worst experience I have had with a broadband provider who constantly emailed me to tell me I wanted to change service providers and therefore would cease my telephone/broadband line from a certain date. On all 3 occasions I had to contact a Plusnet employee to explain I had not requested to change provider and every time the same statement "do not worry we get this all the time, you will have a continued service without interruption". After the third call and being re-assured all would be fine they then decided to cease my line without my knowledge. After 24 hrs of calls back and forth to which I lost a substantial amount of business they re-instated the line and said sorry. I do not understand how they can claim they are voted a great service provider as they wont compensate customer for their short comings and failure to protect a customers data.”

Helpful Report

Posted 3 years ago

“Shame you can't give zero. When it works it's OK but god forbid if there is a problem. took them a MONTH to sort it out, no phone or internet. Excuses were like joke out of a Xmas cracker. I know a bit about telecoms (worked in IT for over 40 years) and the excuses just did not add up (basically lies). Then to add insult to injury, when I changed suppliers they messed that up and I lost my landline number and charged me for the privilege!! Should be renamed to Zeronet or better still Minusnet.”

Helpful Report

Posted 3 years ago

“"PLUSNET - WE'LL DO YOU UP!!!" AVOID UNLESS YOU ENJOY BEING CONNED - WOULD GIVE ZERO STAR'S IF POSSIBLE. Where do I start? 1 - Repeated issues with the "service" randomly dropping out. 2- Repeated issues with the phone "service" not working. 3 - TOTAL CALLOUSNESS! Which led to two vulnerable pensioners in their late 80's being cut off WITHOUT WARNING. They were left without a phone for four days!! 4 - WORSE PRICING THAN A LOAN SHARK - After the contract expired the same elderly persons were hit with a bill more than four times the monthly payments on their original contract!! 5 - EXTORTION AND SHARP PRACTICES: In order to "resolve" the issue, they insisted that an 87 y/o man be forced to sign up to a 2 & 1/2 year contract - and then emailed the "contract" THIS HAPPENED ---REALLY!! While I hate to see people loose their jobs, I would happily see the whole shambolic lot go under...You have been warned..”

Helpful Report

Posted 3 years ago

“They’re a scam, they don’t give you what they promise and the internet cuts out every 10 minutes for hours at a time, have to use my mobile data to prepare for uni instead. Don’t trust them with a penny.”

Helpful Report

Posted 3 years ago

“Could not have messed up our home move any more if they were trying. Installed it into the wrong house. Kept trying to tell the engineers they sent out to contact us on the home phone that was not working despite us giving them mobile numbers again and again and again. So nothing got fixed again and again and again. They had to cancel our service and reapply for it then they only put in a landline because they hadn't transferred the broadband order. Had to reorder broadband even more delays. And then after all that I find out they Tltransferred us onto fibre optic against my express wishes on the phone at the start of this rigmarole but they won't change it because they informed me somewhere in a barrage of emails. So I'm stuck paying more for a service I never wanted. To cap it all off the internet speed for the "fibre optic" at our new place is worse than the non-fibre optic in our old place. And I thought BT were bad!”

Helpful Report

Posted 3 years ago

“Mobile from Plusnet don’t get same deals for 12 month contact and better deals 30 days. Doesn’t seem correct when you’ve committed for a year getting 5 GB LESS not recommended.”

Helpful Report

Posted 3 years ago

“Great service, fantastic customer service & brilliant prices”

Helpful Report

Posted 3 years ago

“terrible internet conection - constantly goes on and off so useless .. when I ring up to complain, I have to arrange a engineer to come out although it imediately is 'fixed after getting off the phone !! Then the engineer comes out and theres no fault surprise !! and they charge me £65 !! avoid they are scamming their customers !!! If I could give minus stars I would - plusnet need looking into as they are scamming their customers stuck in contract with them !”

Helpful Report

Posted 3 years ago

“Do not touch Plusnet with a barge pole. They just cut off my internet at no notice. In the end it was cut off for 2 days. I, like many others was working from home during the pandemic and had no warning and anytime I called Plusnet they couldn’t rectify the issue and couldn’t tell me how long the internet would be off for. When I complained (many times) about my 2 days of missed work they eventually offered £2.22 in compensation! What an insult! They then basically told me to shove it and take my complaint to the ombudsman if I wasn’t happy. I would warn anyone against them unless of course you’re happy to pay a lot of money to have your internet cut off for days on end at no notice.”

Helpful Report

Posted 3 years ago

“I started off with 46 MB headline speeds. I'm now getting 19 MB with PlusNet. I am starting to think PlusNet can't afford their data backhaul or something. Otherwise why would they constantly slow customers lines down overnight? If you call in you deal with terrible untrained support that lie and hardly know anything. Worst ISP I've used ever.”

Helpful Report

Posted 3 years ago

“Money for old rope !!! On reflection, I've made some bad choices, but one of the worst has been moving broadband to Plusnet (a wholly owned subsiduary of BT). Now my previous provider albeit more expensive was providing me a service of 65-70mg download, since my move less than 12 weeks ago, my download has never gone above 55mg, with a guaranteed min of 44mg, My TV streaming apps no longer function like they used to, my gaming platforms have not functioned since my move, Ive lost count the number of issues logged with Plusnet, none have been resolved, In fustration I requested termination of services as issues with service not resolved. Plusnet advise owing to no breech of service, termination will cost £148.00. Nothings changed in my life except my broadband provider, so if your happy with providers service, but the price has increased may I suggest you stay as moving to Plusnet definately won't enhance your satisfaction based my experiences. Good Luck, hope you found this review helpful.”

Helpful Report

Posted 3 years ago

“You might as well be talking to your garden gate! these people have NO customer service complaints dept, you can complain to the relevant dept and they will investigate themselves!! WOW im sure this will wont be bias!!! Did you know if you have a broadband fault and they are unable to fix it, you will asked if you want to leave!! FIX IT? NOOOOO get rid of the customer and move on its much easier!! try getting a transcript of the telephone conversation! they send you a link to fill in a form, but thats lost within 23-30 other links within links!! Its despicable and shameful........"WE will do you **** or just get rid of you!!”

Helpful Report

Posted 3 years ago

“Poor service, shocking reliability and therefore massively over priced, happily paying the cost of early contract cancellation as the service is damaging my business and my health. AVOID TERRIBLE SUPPLIER”

Helpful Report

Posted 3 years ago

“No land line , john lewis broadband of which is plus net need a landline just broken all the time no working phone for workman, job centre moving home, how broken is this country Since Covid 19 I take it the land lines have it??”

Helpful Report

Posted 3 years ago

“Nothing but slow and patchy service, tried to cancel and instead - against my better judgment - was convinced to upgrade to a supposedly ‘better’ contract which turned out to be paying more for an equally terrible service. Bad experience every time I called customer service including being laughed at for questioning a surcharge. In November I eventually managed to get them to send an engineer, only to have Plusnet send them to an address 200 miles away from my house. I have since switched to Talktalk (despite £172 Plusnet cancellation fee which I am happy to pay to be rid of them) and they have offered faultless service for less than I was paying with Plusnet. Plusnet are a vile money-sucking company who only care about profit, and could not care less about “doing you proud” (a outright lie of a slogan) or the quality of their service. Disgusting. DO NOT GO WITH PLUSNET UNDER ANY CIRCUMSTANCES.”

Helpful Report

Posted 3 years ago

Plusnet is rated 1.3 based on 403 reviews