Name: Plusnet
Rating: 1.34

“Paid £25.99 for fibre broadband and got the worst signal & service ever. Complained twice about slow speeds but nothing done and no follow up. Everything left to the customer to solved. Promised 38 to 40 mbps but consistently received less than 10% of that so could not watch Netflix or Youtube. Was told that if an engineer was called it could cost me. Customer Service made a ridiculously low offer and quickly issued a deadlock letter. Customer satisfaction is irrelevant. Now with Post Office.”

Helpful Report

Posted 5 years ago

“It is a scam. It works few hours a day at a fraction of the promised speed or it doesn't work at all. Only Pro, it is cheaper than competitors but I am going ask my landlord to take a better ISP and let me pay the difference.”

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Posted 5 years ago

“One star is one too many. Set up with Plusnet. Was advised they would handle previous supplier and set everything up for me. They happily took my twenty pounds, then posted to say they couldn't supply our property with broadband - no further explanation given. Three weeks later and I still await my refund. Don't believe the nonsense about top customer service from that chubby annoying Yorkshire man on their advert, they are a mess of a company and terrible at customer service.”

Helpful Report

Posted 5 years ago

“Q 190565713 - On Sat. 25 May 2019 I reported that I had no internet connection from Friday 24th from about 10 pm. The person who took my call (a female) on Sat. was totally useless. I told her I was on crutches; but still she made me run around the house checking sockets when I told her several times that the router was working perfectly with all the lights being green. She went on for about an hour but did not do anything. I got so fed up and tired that I rang off. After the bank holiday on Tues. 28th I phoned again - the person who took my call was very helpful he took down all the details; checked a few things on his side but could not help me. However he told me that the engineers would try to correct the fault in 3 days and that they would phone me. On the 29th I spoke to Paul Stainforth in the technical dept. I cannot praise this gentleman enough - he was simply par excellence. He was very kind and patient; sitting at my laptop he very clearly guided me through all the functions. Some of them had to be repeated over and over again but he spared no pains. He was determined to get it right for me. When nothing was working on my side he asked me not to touch the laptop that he would do some checking at his end and phone me back in 15 mins. He did so, and after going through one or two functions with me I was back on again and he clearly explained what had happened and what I was to expect. (It is too long to write about it here -if you ask Paul he will tell you.) Had it been just Paul Stainforth that I had been dealing with all the time I would have given this review 5 stars over and over again but I cannot do that as the first person I spoke to who made me do stupid checks repetitively was not at all helpful neither could she give me any advise or rectify the problem. Very many thanks once again Paul Stainforth.”

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Posted 5 years ago

“three years of total hell 2017 was the worst, so bad i was given a 1to1 with a trouble shooter, he was with me until march 2018, so many problems,i agreed to try fibre, it was even worse ,so slow dropping out ,so many openreach vans at my house the locals thought we had a lodger, sometimes almost 1 hour on the phone before anyone answered i finally got the broadband free for the remainder of the contract, but it was so slow ,useless ,i could write a book about it, on 24 th december i left plusnet , when i told them i was leaving my direct debit went from £27.00 pound a month to £42.00, they would not give me my money back , next they would not release the line to now tv, finally i got moved ,on the same day they shut my email page, i could not even tell anybody i was left or give them my new email adress that is only half of what went on , the worst i have ever experienced the person they gave me his name was Josh Berryman i cold not forget that as i eas speaking to him on a very regular basis , thank you,, Kenny.”

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Posted 5 years ago

“my land line not working ,told today that it will take 5 days to fix what a joke I don't think I will renew when contract is up.”

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Posted 5 years ago

“Been with Plusnet nearly 3 years, broadband and phone. Wifi is poor to intermittant. All our devices say there is no connection at the same time. Spent many hours even days on the phone to support. Very little sympathy. Some even disagreeable. More than one told me wifi is not guaranteed! Nearly a year ago i tried to cancel, i was advised to upgrade and this would fix the problem. So i did, and it didnt. Service is now too poor to put up with and so i am leaving Plusnet. I have been told i will incur fees for breaking my contract. This is adding insult to injury. They are the ones who have broken the contract, I on the other hand have been paying for Superfast Fibre every month by Direct Debit. If this happens, i will pay the fees 'for breaking my contract' and then take it up with Offcom. Plusnet werent always this bad. Even their lying advert annoys me now. I think they have got too big. Impossible to speak to waiting time hours to talk to someone, no email, chat not working, support staff unsympathetic 'everything is alright their end' when trust me it isnt at all here in my house. Ive had it, its goodbye from me.”

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Posted 5 years ago

“Worst company in the world disgusting customer service they said broadband isn't guaranteed to work hahaha iv swapped to sky and told them what plusnet told me and they said full of rubbish I live in a one bedroom flat my living room is next to to the bed room and I couldn't get any connection phoned them up to many times and still diddent fix the problems ripped me off took me to a debt collector because I refused to pay for the rubbish service so now they will be having 50p a month of me for 60 years the company will go bust by then”

Helpful Report

Posted 5 years ago

“If I could give no stars then I would. Someone wrongly used our address for a new contract. When we received the letters informing 'the new occupier' about their new contract we IMMEDIATELY informed Plusnet, we did everything they asked us and received email verification to assure us that this error had been taken care off. To our HORROR we woke up friday morning to find phone/ internet dead. Thinking a quick call to customer services should sort this out turned into an unfolding nightmare of poor couldnh't care less customer service past from one department to another every time having to retell the story from the beginning. Put on hold for half an hour.. then cut off. Ring back. Rinse and repeat all day long. No apologies, no help, no offers to alleviate the situation. Just blankly told you'll need to sign up for a new contract and it will take two weeks minimum. Great Plusnet. I'll just lose two weeks earnings because of your sheer incompetence and don't even bother taking ownership of YOUR mistake or offer ANY help in alleviating the problems caused by YOUR mistake. No courtesy calls from a customer service rep to apologise nothing. Having to hound them constantly while they waste away your day passing you around one office to another, putting you on hold, cutting you off, wearing you down. PLUSNET.. We'll let you down..... We'll make you mad... We'll make you wish you chose another damn company to provide you with basic phone and broadband.”

Helpful Report

Posted 5 years ago

“If I could give no stars then I would. Someone wrongly used our address for a new contract. When we received the letters informing 'the new occupier' about their new contract we IMMEDIATELY informed Plusnet, we did everything they asked us and received email verification to assure us that this error had been taken care off. To our HORROR we woke up friday morning to find phone/ internet dead. Thinking a quick call to customer services should sort this out turned into an unfolding nightmare of poor couldnh't care less customer service past from one department to another every time having to retell the story from the beginning. Put on hold for half an hour.. then cut off. Ring back. Rinse and repeat all day long. No apologies, no help, no offers to alleviate the situation. Just blankly told you'll need to sign up for a new contract and it will take two weeks minimum. Great Plusnet. I'll just lose two weeks earnings because of your sheer incompetence and don't even bother taking ownership of YOUR mistake or offer ANY help in alleviating the problems caused by YOUR mistake. No courtesy calls from a customer service rep to apologise nothing. Having to hound them constantly while they waste away your day passing you around one office to another, putting you on hold, cutting you off, wearing you down. PLUSNET.. We'll let you down..... We'll make you mad... We'll make you wish you chose another damn company to provide you with basic phone and broadband.”

Helpful Report

Posted 5 years ago

“The price was ok. I choose this for a good price, however it took two months to go wrong. my direct debit was taken and it did not get to my account. I telephoned plusnet who asked for proof the payment came out of my account. I sent this , I was told ten working days to respond. after this time, I was told even with the prof of payment . I was told to go away . and my account was now in arrears. I tele my bank , who confirmed payment made. I went back to plus net who would not look into this. I got a bill for the use of my phone, I had paid. After 6 more calls , and my phone being cut off , they took double my useage. then after a few more calls , the money was found in their side account. I was asked to sent 3 months call charges in advance of my account. before they would refund the thirty pounds, my account was paid up in advance. they just could not understand how their own system worked , how to deal with customers. I was told at one point , I was bothering them , and not to ring again. no one could understand how to deal with my problem, they put me in a hard ship situation as money is tight. and I could not pay several other bills. At one time I was over 6 months ahead of my bill. Staff and managers on customer services needs complete retraining in good manners and customer service. they have no idea. still waiting for my refund after 4 months , saying its on its way.”

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Posted 5 years ago

“customer service is worst iv ever seen this company wont call you although they are a comms company if you communicate with this company RECORD YOUR CALLS BECAUSE THEY LIE LIKE WHORES we were told we were owed a refund ,we never got it they decided to send us a bill for £27.50 inc a 25% charge for the debt collectors = a month in advance + they took another month 4 days earlier while we were cancelling then they trolled me on twitter i gave them all the reasons why we quit them on the dozens of hours on the phone ,live chat ,twitter ,their website ect ect This a scam company just go onto you tube and see the people on there who were with Plus net check out other review sites a STAY AWAY FROM THIS COMPANY and remember its parent company is BT !”

Helpful Report

Posted 5 years ago

“You are limited on this form its an either or tick box = how long did it take them to give you a refund ,it just did not include NO REFUND how did you communicate with them = tick box i used every means inc online chat & phone ,twitter but your only allowed one choice Plusnet will by atrician wear you down on the phone =20 mins before they pick the phone up then they pass you around i spend 3/4 of a day on phone ,live chat 10am till 7 pm just to see how far they would go to stop me from cancelling in the end i stopped the Direct debit because it was clear they were incompetent bunch of shysters ,they insult your intelligence and try to wear you down for hours then con you out of money you dont owe with threats This company wont ever phone you they want you to call them and when you do RECORD EVERY CALL because they lie like whores /Harpies dont sign up to these shysters !”

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Posted 5 years ago

“what a shower of incompetent idiots keep sending bills and threat of debt collection agency after letter from Jo Cousins A Customer Advocate dated 9/2/19 clearly stated that she had closed the account at last as I requested in December I had informed them that my mother had not lived in her flat since September as she was dying with cancer AND SUSEQUENTLY DIED ON THE 18/2/19.Since then more bills and the final insult a letter from Head of Billing etc with the news that a debt had been passed over to Pastdue Credit Solutions possibly a scam or rogue collections agency.When will these companies admit their errors and get their act together .I fell that perhaps in the words of my deceased father the need a few noggins banged together Amen !!!!”

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Posted 5 years ago

“No internet for two weeks and no end in sight. Plusnet very poor.”

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Posted 5 years ago

“Awful. No services worked, full bills paid without any compensation, they mis sold me fibre which was also rubbish, gave them tons of chances before i left. Now being chased for cancellation fee. I never even had a landline for months”

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Posted 5 years ago

“Upgrade resulted in no internet for 2 and a half days I am an existing customer and been with them for over 3 years now. When my contract finished, I started paying more with ought any notice or email saying its time to upgrade. When I enquired about it over online chat, they said I can upgrade to fibre and pay less. Of course, I was well thrilled with that and asked what is it that I need to do. This overly confident "advisor" called Dean said, that they will move me to a different plan and I don't need to do anything, and my internet service will not be lost at any point of this move. Also, there is no new route needed, they just send me the text on the day of upgrade and I simply need to restart the current router that I have lol! I thought that’s a bit strange and very cheeky of Plusnet to put a cap on my router and (just in case) asked for my chat transcript. So, within a week and a half, I received a text from Plusnet saying there is disruption with my services, and they are sending an engineer to look at it. I was working from home and my internet was working fine but lost it completely after the that text message. Then, shortly after I received a call from the engineer called Harry Shine and he said that he is coming to fix my internet. I asked him what was wrong with it and told him about my upcoming upgrade (thought it could be related), he said he had no clue in that case and said that it should be working fine for me now, in fact assured me and hang up the phone. I called Plusnet Technical support and they said that my new router was ordered, but then order got cancelled. This person on the phone was rude and didn't really care that I lost days’ work, also couldn't say when my internet be back on and offered me to use BT hub or go to a coffee shop!! I asked to talk to his manager, so he finally scheduled a call. This manager, named - Gareth Nathan from Sheffield said that they don't even have router in stock, and he is not sure how long it will take to send one out. He offered me to go to the shop and buy one, then ring them back to configure over the phone. I simply refused, I have a life to live, not take a day off and configure routers! In the end this took 2 and a half days to sort out. Company is absolute shambles and all the new customers should watch out for they undeliverable promises. If you offer an upgrade, make sure that your customer have appropriate equipment available, before disconnecting them! I was offered £25 pounds to cover the damage, ridiculous!”

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Posted 5 years ago

“Terrible attitude towards customers!! Switch provider due the the plus net broad band been so poor and was advised to cancel my direct debit. Never heard any more till a letter from a third party debit collect company turned up due to in paid bills for the broadband they were no longer providing????? Called on several occasions but no one at plus net interested in helping, in fact were very rude!!! Never missed a payment with them and not prepared to pay for a service I no longer receive!!! Never use awful experience”

Helpful Report

Posted 5 years ago

“Placed an order with PlusNet for broadband and phone. I was told it would all be in place in 10 days from order. On the tenth day I rang PlusNet who advised that it would be at least a further 2 weeks...I immediately demanded a cancellation and was told that I would be transferred to the cancellation team...After waiting to be answered for over 20mins I gave up. I then decided to ring PlusNet sales team and got answered straight away! I took this opportunity to insist on my order being cancelled and not have the call transferred t another team. This was duly done, now just waiting for my initial payment refund.”

Helpful Report

Posted 5 years ago

“Tried to sign up for broadband. Quickly realised their customer service was appalling. Cancelled the connection before the installation date. 6 weeks have now gone past since cancellation and they have not refunded over £200 paid up front. I call every week, they say they will arrange the refund, then they do not. Muppets.”

Helpful Report

Posted 5 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