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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“"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!”

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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

“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”

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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”

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Posted 7 years ago

“Incompetent, dishonest, devious Customer Services. Avoid Plusnet!!!!”

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Posted 7 years ago

“After a frustrating month of hard resets, factory resets, sending reports in (as requested) of separate attempts to connect to the internet, replacing the sim, being told that 'they will come back to me' - I have finally given up!. If you read other comments on the web you will find hundreds of new Plusnet customers who have been unable to access data/get an internet connection. The staff member who finally gave me my pac code after 3 x 15 minute attempts to get through did admit 'they had a couple of others'!!!!! with the same problem. Guess I will now have to crawl back to EE with my tail between my legs - If you learn from my bad experience it would have been worthwhile:-(”

Helpful Report

Posted 7 years ago

“very very very poor customer service, and unreliable email - best avoided”

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Posted 7 years ago

“Crap service, very poor standard and short of staff. Hours of hold on the phone and still no one answer. When chat, could not help and was advise to ring for such issue. Absolute waste of time and don't expect to be refund. Cheap service. Better deal with dig company.”

Helpful Report

Posted 7 years ago

“DO NOT JOIN, Unless you want to waste your time. They didn't bother to send the router to us, which would have meant a loss in service. We contacted them and they couldn't have cared less, all YOU needed to do was offer to cover a new router and a months free and you couldn't even do that. Why? Because you don't care about your customers. Unprofessional, I am glad we cancelled. Well you have lost a 18 month contract with us. BRAVO!!!!”

Helpful Report

Posted 7 years ago

Plusnet is rated 1.3 based on 407 reviews