Plusnet Reviews

Name: Plusnet
Rating: 1.34

1.3 Rating 403 Reviews

7 %

of reviewers recommend Plusnet

Company Reviews

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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

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

Helpful Report

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

“Been with Plusnet for 4 years, with various broadband, fibre and phone packages. It was a great company at the beginning, but since the aqusition by BT thing have declined. The main problem is customer service or lack of. I will be changing asap as I can be bothered fighting with them any more. Steer clear!”

Helpful Report

Posted 7 years ago

“I have been a broadband customer for over 2 years. When it works its fine, but customer services is usually a 40 minute plus wait. Don't let the speed of their sales departments response fool you. I tried ordering a plusnet package for my parents and the ordering procedure was awful and first time they failed to port the number over from Virgin (even though virgin had been informed) and they just cancelled the order with no other notification. Tried a new order this time completely cancelling the virgin line, and this time the number cleared but they kept postponing the installation until it was over 2 weeks after the initial appointment and after the virgin broadband would have been turned off. again every time i call its a 40 minute wait, but sales are a 30 second wait. I just decided to stick with Virgins more expensive package and cancelled the order and will be cancelling my own home one too.”

Helpful Report

Posted 7 years ago

“I'm sure they are great if you never have any issues for them to deal with. However if you do, terrible customer service and a terrible attitude to existing customers as a customer, will go all out for new customers, will try a bit for customers threatening to leave, and will be rubbish with existing customers who they think are safely going to stay but are having problems. Nice enough people on the phone and I feel very sorry for their staff, but they just don't have that much ability to provide good customer service owing to their systems and policies. Have had a fault for nearly a month now which takes days to start dealing with and days every time something further goes wrong, just nothing is quick or works. Total lack of internet for 6 days now and they can't/won't provide anything to help for the interim. Apparently if I'm lucky and actively request it after my issue is fixed they might reimburse the downtime alone, but you have to actively request that or they won't. Some of this is probably owing to BT OpenReach and that system, but I also (very stupidly!) placed an order to switch to fibre with them early in this process which is a brand new order and that went wrong and got delayed by several days too, took a while on hold while different depts tried to find out what was going on as some could see my order and some couldn't. Avoid! I used to be with O2 (pre switch to Sky) and they were expensive but far, far nicer to their customers and trying to compensate or sort them when things went wrong that they couldn't do anything about, which in the end is all you can ask for!”

Helpful Report

Posted 7 years ago

“Swapped to fibre and have a worse wireless speed now than I did before, wait times on phone is dreadful and staff have a never care less attitude. Net full off dissatisfied customers with wireless speed problems and plusnet have gone from hero to zero imo.”

Helpful Report

Posted 7 years ago

“It is impossible to receive targeted help regarding the issues customers are experiencing. The system is so frustration (having to be redirected to different departments and different people, simply to avoid sending an engineer out) that I am surprised they still have customer – including myself, as I am trapped with my contract. When I joined them, they weren’t so disappointing and terrible, but the quality of the service they provide has decreased dramatically over time, until now that, I believe, they are the worst UK phone & broadband provider.”

Helpful Report

Posted 7 years ago

“I've been with Plusnet for a number of years and havent really had a problem with them. However, I decided to change supplier as we live in a village and only get about 1 MB. What complicates matters is that I want to get my internet from a company that provides a local wireless service offering about 13 MB but dont do telephone services. Therefore I'm having to go elsewhere for the phone and decided to use the Post Office based on price. I initially cancelled my services with Plusnet and was given a termination date of 6th June (today). However, when I spoke to the Post Office I was told that I should have called them first as they would normally cancel on my behalf so that there would only be a few hours between the cancellation of Plusnet's phone service and the Post Office's starting. Therefore I called Plusnet back the next day (31st May) and spoke to an adviser called Richard Byron. After explaining the situation I asked him to cancel the termination of the phone line and to terminate the broadband on 14th June. He assured me that this had been done and charged me £22 cancellation fee. Having done this I telephoned the Post Office again to put the order through again and expected everything to proceed normally. Yesterday I was shocked to be told by the Post Office that the termination with Plusnet was still due for 6th June and that the Post Office couldnt start the process of transferring my service until it ceased. This could mean that I am without a phone for up to 15 days and also might lose the phone number I have had for over 12 years. When I spoke to Plusnet they confirmed that Richard Byron had failed to cancel the termination for 6th June which meant that the termination for 14th June had been rejected. They were unable to do anything to help as BT Openreach need at least 48 hours notice to reverse a termination. They also have refused to offer any compensation for the fact that I am now going to be without both broadband and phone line for up to 15 days and will have to use my mobile phone data instead, which has poor reception where we live anyway. Both my wife and I work from home and this is extremely disruptive. Plusnet couldnt care less. I would strongly encourage everyone not to use Plusnet and any existing customers to consider transferring as their customer service is frankly appalling. The adverts are a complete and utter pack of lies!”

Helpful Report

Posted 7 years ago

“broadband connection dropping every 10 mins”

Helpful Report

Posted 7 years ago

“Years ago I was with Plusnet and they were brilliant. Seeing their TV advert lately I decided to sign up with them for Fibre Broadband. Even though am paying double the price I was for Fibre, there is not an hour that does not go pass without the connection dropping and I lose my work. When I phone them on average daily or twice a day (as there is no point in phoning them) I am told your broadband is fine going to your house the problem is within your house of which nothing further happens. Without doubt and by far the worst internet provider I ever had and even though I can prove that my computers are losing the connections they refuse to let me out of contract. BEST ADVICE - STAY AWAY FROM PLUSNET!”

Helpful Report

Posted 7 years ago

“Avoid! this is the worst service provider, they blocking my broadband speed to 0,2Mb/s at weekend time and 7am-11pm for the rest of the week (first 30 days was 20Mb/s) traffic shaping, they charge me for the earlier contract termination ‎£43 fee”

Helpful Report

Posted 7 years ago

“It's rubbish. I would like to transfer some money to my credit card and the bank can not make a call to give me auth code,my phone just not allowed to have incoming call. Never meet this problem with any phone call provider. Really really rubbish.”

Helpful Report

Posted 7 years ago

Helpful Report

Posted 7 years ago

“Truly awful service. I joined PlusNet in Nov 2015 and was without broadband for 3 days during the switching service because PlusNet failed to provide the equipment on time. During the 18 months of service, the fibre broadband dropped out a number of times late at night. Some of the telephone services also stopped working. When I left in May 2017, the problems continued as they continued to bill me for broadband even though I was no longer a customer. In actual fact, I'd over paid and was expecting a refund from them! They refused to stop direct debits and told me I had to wait 7 working days for any refunds. They even admitted to having issues with cancelling customers accounts and I was one of the 'unfortunate ones' aparantly! Staff were also rude when I called to resolve this. I'm a Yorkshireman and didn't get the friendly 'Yorkshire' welcome when I called PlusNet today.”

Helpful Report

Posted 7 years ago

“Well the speed of the broadband is awful and the customer service is not a lot better”

Helpful Report

Posted 7 years ago

“20 minutes waiting on the phone and when I got through I was told - sorry, that department closed 5 minutes ago. You' lol need to call back tomorrow. Do you proud? Do you bollocks!”

Helpful Report

Posted 7 years ago

“This company is a total rip off. I had trouble with my broadband and told them I would be leaving them, they reviewed the price I was paying and charged less if I signed up for a 18 month contract at that price and would then give me a free router to solve the broadband issue, I agreed. 3 month ago I had more issues, waited 4 weeks for it to be sorted. Today I received an email saying the price I am paying is going up by £1.50 DISPITE MY 18 MONTH CONTRACT which has about 6 months to run. I just phoned up and asked what is going on, and they did not want to know, just said thats what we are doing to everyone, just as BT, Talk talk, are doing, I said I dont have a contract with them but with you. The reply was curt and basically dont care attitude." I have cancelled your contract and you can leave when ever you want now without charge" what a shit company, do not honour their contracts but if I had wanted to leave they would have stuck it to me for £40.00 quid. I have been with this company for !0 years or so, no loyalty what so ever. So they lied when they started my contract, which is going to generate an ombudsman complaint which will cost them money, a lot I hope. BE WARNED THEY WILL BE NICE AND SAY THIS AND THAT, ONCE THEY GET THE CONTRACT YOU WILL BE STUFFED.......... My name is Colin Leader, Leicester who is leaving this DISHONEST Company, I am responcible for this reveiw and wording and stand by every word. Be Warned”

Helpful Report

Posted 7 years ago

“The worst experience I've ever encountered customer services a disgrace use this company at your peral you have been warned had to sue them in the small claims court”

Helpful Report

Posted 7 years ago

“Still not had my previous number sent over after 1 week of pac number given to them Customer service terrible Say it has nothing to do with them”

Helpful Report

Posted 7 years ago

Plusnet is rated 1.3 based on 403 reviews