Plusnet Reviews

Great company and they treat staff and customers great.

Absolutely awful service, connection drops multiple times per hour.

amazing experience LESTYN helped me on online chat offered me a better off as they know i'm a loyal customer im soo happy with my level of service and there's not a lot of companies i can say that about these days thanks plus net keep looking after you're customers and we will stay with you forever!!!!!!!

The router supplied has WiFi speeds much lower than my connection speed. PlusNet support tell me this is a WiFi limitation and although my wired connection is 70meg it is normal for the WiFi to be 40meg. This is utter rubbish as I have set up work, friends and families WiFi and their WiFi routers all support speeds equal to their wired connection.

UPDATE: Was going to cancel and leave but Plusnet are sending me one of their newer routers as long as I sign up for another 18 months.

"Cheap and Cheery is what I call Plusnet service, if you want simple internet and a great phone deal then this is your place. Putting customers first!

Do not use this shambolic company for Land line and broadband, especially when you may move within your contract. They will sign you to a new contract without any service, and despite weeks and months attempting to get this fixed, they will continue taking your DD. Cancelling the DD is the only way to get notice, as their CS team and their "Tech Team" string you along for weeks at a time to get out an Open Reach member to your property. Then once they have continued to ignore your requests and only taking note that your DD has been cancelled as the service they have failed to provide, they sale on your contract to a debt agency with a 25% markup.

Appalling Customer service, atrocious actual SLA levels and CS team leaders that refuse to make call backs.

Amazingly helpful and polite made moving house so easy, love you guys!

Dreadful at answering the phone- l waited yes 50 minutes to get a call sorted, BUT their staff are BRILLIANT, excellent, polite, and always sort out a problem, NEVER had to call back , always sorted well worth going with, BUT expect a long wait on the phone

Terrible customer service and non existent service. Ordered superfast broadband after using their speed checker. Was then told at a later date they could only supply standard broadband. I asked to cancel but was told I would have to still pay an installation fee and a cancellation fee. Crooks.

Very bad customer service, almost stupid! A hopeless company

Absolutely terrible. Terrible terrible terrible. Do yourself a favour and pick any other provider.

Haven't been with them for over 5 months and paid my final bill but have started getting bills popping up on my phone get your act together plusnet and at the same time sort out your internet it's diabolical and most of your staff are rude and unhelpful

To long on the phone at least an hour and the internet's always down

Plusnet used to be so good. I used them 4 years ago and I used to get a superb level of service - as is promoted in their current TV ads. unfortunately, they are now pretty rubbish. I have had no internet for 4 weeks. they keep promising a fix (by BT Openreach - part of BT who also own Plusnet now). They tell me they have a service level agreement with Openreach to fix faults within 48 hours. I have now been waiting 14 times longer than that. I tried to post some feedback on their website but was told by their system "not accepting new members on the forum" - I wonder why....... I will wait a bit longer because I think all telecoms suppliers are in trouble but then I'll move.

very poor response time when ringing to report a fault. It may be a great place to work - not a great place to be a customer reporting a fault.

If they had an option for zero stars that is what I would've selected. Hands down the worst company (in general, not just internet provider) I have ever dealt with. Rude staff, a serious lack of customer service, shocking internet speeds, More

Looking for decent internet don't go to Plusnet. Don't just take my word for it, read the 100+ 1 star reviews on Google and form your own opinion. Not sure how the bosses of this joke of a company sleep at night. Too busy paying for terrible TV ads to worry about their appalling customer service levels.

Terrible broadband and atrocious customer service. The former doesn't work and the latter doesn't care. They don't believe they have bad reviews and I can only assume that, like mine, their internet doesn't work so they can't see the bad reviews online and, again like me, they are fobbed off by their tech support. Just save yourself time, stress, hassle and money and AVOID them.

Totally hopeless trying to complain or get customer service - 40 minute wait today 18-09-18 to get someone to help and impossible to get help. Clearly this company is understaffed and have no interest in asissting customers once you have signed up. Their broadband and telephone is OK but customer services are minus 500%. There is also no phone number for their head office (clearly they do not want to speak to customers) to enable a customer to speak to someone who can do something!!! - just this number with a forty minute wait.

Rubbish and a disgrace.
Ordered the internet service 10th June, now being told activation won t happen until 4th July: it would take no less than 24 days : seriously? what a joke.

Been talking to 5 different customer service advisors and misled/lied to more than a few times about the status of the service, showing Plusnet is no better than any other rubbish internet providers if not worse. They have master the art of apologizing by not apologizing, if you know what I mean. No one in this rubbish company seem to take accountability of customer service or relation. They need to replace the VP/Director of customer service because it is ineffective, indifferent, and incompetent. A complete disaster. Don t make the same mistake I made. Run away this internet provider like running away from a plague.
Disgraceful.

plusnet lost my debit/bank details, were unable to take payment, restricted my services. Where have my details gone. I then paid bill directly still restricted services. Kept waiting for online chat/Help? from 21.40 until 22.20 and then they hung up.
Some communications company

Always trying to overcharge me. The Internet can fail anytime. I can get faster internet on 3G connections than my so called Broadband service. The support of them are terrible as well for why going to move Boardbroad provider very soon

Speed not always as fast as it should be and super rude on cancelling when moving so won't be using again. Rather foolish behaviour.

Poor service, very long waiting times on phone, unknolagable staff could never solve my problem although they have issues with the hub one router firmware.

Been with Plusnet for years....good service, no problems with broadband, reliable - when need to call through within 10 minutes.

Wonderful customer service. Dealt with Catherine, Cliff, Sue and another chap whos name I didn't get. Everyone of them friendly and helpful, couldn't do enough to help sort me out. Praise where its due. Ordered new SIM, arrived next morning, up and working within 2 hrs. Excellent. Well done Plusnet.

Drawn into sim card deal as an existing broadband customer. Then have to provide all the information they already have about me, then have to have credit check. Why can't they just add my anual sim card charge to my existing broadband account? Crazy!

What has happened to the customer service at Plusnet. I have been with you guys for years. If you called, your called was answered within a couple of mins. Today my phone battery on my landline has just died for being on the phone waiting for 43 mins!! Whats going on there!! Once upon a time you guys where brilliant.

Awful! Tried to move my Internet connection to a new address with these muppets. They booked a connection time that I wouldn't be in for (after being told as much, and promising me a suitable time). To sort this out I've been on hold for a couple of hours over the course of a week, eventually getting a new slot long after I move. Decided to cancel my contract with them and once again have spent more than an hour on hold and still haven't spoken to anyone who can cancel my contract Shockingly dreadful customer service give these guys a miss!

I've been with Plusnet for a LONG time since they took over Madasafish/Freenetname. Unfortunately to say their customer service has taken a nose dive in the last few years. We moved all of 1 1/2 miles from our last house and the broadband has bombed. Outages all the time. They refuse to accept responsibility for THEIR equipment being at fault even though the BT engineer TOLD THEM AND US it was a faulty switch at the exchange. I notice their ratings for customer service have also dropped considerably.

Not a single person in customer service to answer phone calls .. as bad a B.T. DON'T BOTHER WASTING YOUR TIME!

Where do I start. Been an existing customer for a few years and in fairness not had any issues. Go to move house and the fun begins. A call handler who is so very far from the Plusnet adverts. I ask to re quote for the same supply at my new address and the price goes UP! This was a big shock as the website quotes a much lower figure. How can this be?? I am sure these big companies think we are all stupid. Customer care is not as advertised. You can tell there is a connection with BT here. Not good.

Have a fault on the line so bad I have to call people back on my mobile and often they ring off before I have a chance to talk. Plusnet say 'no problem'. They are a joke!!

My god what an awful customer service. Been with them 3 years and not had any issues. Came to cancel due to house move and they said all was fine. Then got an email saying I owed an outstanding balance and threatening me with a debt More

Used to be decent but now speed halved and had to pay exit fees even when out of contract... Absolute rubbish

Absolutely disgusted with the service. My internet has been cutting out almost 8 weeks on a daily basis, I have contacted customer service repeatedly had 3 appointments for BT openreach to come into my property which they have not bothered More

My experience has been very poor. Service for technical assistance is constantly a que on hold for 30 mins upwards. Customer service to leave plusnet que for 30 mins upwards. Online chat constantly busy and when you do finally send a message they don't respond or act on what has been said. I have been trying to close my account for 2 weeks trying every method possible. So fed up now. Would not recommend plusnet to my worst enemy!!!!!

most dysfunctional company. kept on sending bills even after contract completed. also got a debt collection notice, all they do is apologise for inconvenience. no manager available to speak

absolutely useless!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Miraculously my cancelled broadband account was reactivated, trying to resolve the issue is hard work.... not seen any of this great customer service they're meant to get awards for & I can't say they've done me proud either!! I'll speak to the forth person now tomorrow.....

Been a happy customer for 6 years. Moved house recently and although plusnet was more expensive than other providers wanted to stay with them. What a mistake:
Moved house on 13th Nov. Was told BB would be working on 18th. Called on 17th to confirm all was ok, told yes. No BB on 18th. Called 19th and told the order had accidentally been cancelled so would need to be put through again. Told activation on 26th Nov. Did get BB on 26th....for two days. On 28th it stopped working due to an old component being deactivated . Rectified over The phone. On 29th BB stopped again. Called and was told my entire account had been cancelled in error but that it was impossible to undo this error. I had to sign up as a new customer which would take up to 10 days. After agreeing to this further delay, I got the automated update saying our service wouldn t start for a further 17 days! So a total of a month without service.

Honestly this has been a nightmare. We have very poor mobile signal in our house and so rely on BB for everything.

I keep getting cold calls from them, appears as Sheffield on my iPhone 8 starting with 0117. 4 attempted calls aimed at me in 2 hours. A company in desperation for sales but would quite happily see them go into administration should they do so. Ratings for them is only 1 star for the fact I can then type this.

Arranged for a Sharon Brown to ring to pay a balance, yet she never did, so phoned up the next day only to to her ring my partner call her on her phone and aggressively said my partners name 3 times, and was very aggressive. Even a manager Simon Williams admitted she had been blunt and direct, after he had heard the calls, and since then, on the same call he stood up for her. Since then, they have tried to make us look stupid, lied about us and are ignoring emails sent to Andy Baker, the CEO. We have an agreement in place, which even they broke within a week. BAD BAD BAD. If you don't believe me, look at the lots of other bad reviews about this company.

I honestly can't recommend plusnet at all! We ordered an internet package from them over a month ago as we were moving away from virgin and it's been over a month without internet. It's just problem after problem! At first they didn't know what our line number was so made us go buy a homephone to find that out and when we did that, turns out none of the lines seemed on in the first place. Took them another week to set up new lines and another week to send internet through and it still doesn't work! Each time it involves me spending 45mn trying to call customer support and after a month I finally got them to send an engineer to come have a look (on Tuesday so we'll see if it works). If you value your time, do not go with plusnet! This has been headache after headache and the worst is I'm pretty sure it could have all been dealt with in less than an hour if they sent an engineer straight away. However, they insist on doing everything over the phone and waiting for the absolute last moment to spend money on an engineer. Would not recommend.

Worst sp i have ever been with. their modems do not work properly, the connection is so choppy it causes multiple issues in games and using the web. AVOID!

If you like listening to hold music for hours on end then this is the company for you! I presume the award they received was for the longest hold time. If you have managed to hold on for an hour and a half then the staff are friendly enough. I can t believe that in this day and age any company thinks that hold times that length are acceptable. As far as the broadband itself is concerned, one word, intermittent.

Cannot unrecommend this shower highly enough. Their advertising trumpets their customer service, which just adds insult to injury when you have to report a technical issue to them. Have had to involve CISAS because it hasn't proved possible to resolve internally and service has been intermittently terrible for 10 months. Call wait times up to 45 minutes each time and promises to carry out remedial work are regularly broken. Avoid at all costs.

plusnet is joke bad servis slow internet practicly iposible to contact WHO wants to sit holding a phone for 20to 30 mins listening to somone saying "were sory for the delay" there not sory at all if they were they would do somthing about the apaling service well i for one have had enough goodby plusnet you DID me proud

Rudest customer services manager the last time we had a problem. Well I m just off to cancel my contract that ended months ago. Plusnet never told us that the contract had ended and bumped up our monthly payment massively because we were out of contract.. very convenient little money maker for Plusnet tbere... I will not be coming back to Plusnet even if they offered the service for free.

Totally love plusnet.. no scripted rubbish just good honest to the point friendly help and advice... awesome

Shocking Customer Service. They haven't got a clue what they are talking about! Incompetent and overcharge you. When offered a refund they want to send it in the post by cheque!! Moved home and being left without broadband and phone for days. They keep moving the installation date. Shame as actual service is good just everything else is so amateur

Was previously with TalkTalk and after seeing how much I could save I was tempted to switch to Plusnet, so I phoned up and ask to make sure I could keep the same number and use my own ADSL Router not one of those crappy Sagem ADSL Modems that most ISP what to off load to us.

After establishing that I could do both I paid one months money upfront to get things started. So on the 7th December I was due to swap over to Plusnet and the service from TalkTalk finished and I was left with no internet from Plusnet after two days and three phone calls I finally got internet back on

THEN THE FUN REALLY BEGAN!!!

on the 9th December friends and family told me that they were unable to call the land line so I called the help desk which took 30 minutes and after going through security checks several times I was called back on my mobile and the line was checked and they called me back on the land line.

Great I thought problem solved so I got a friend to dial my number again and it was still saying out of service so yet again called the help desk waited 30 minutes to speak to somebody who did exactly the same again so after the phone call Another friend checked the line again as guess what? Still no service!

Then it hit me I bet they have changed my number even though I ask to keep the same number and at every step off the way Plusnet reassured me that I could keep the same number even texting me on the 8th of December that my original number was live.

I COMFIRMED THIS by dialling out on the land line to my mobile.

So yet again I called the help this time waiting 40 minutes to speak to somebody then when I informed him what was causing the problem the adviser barked at me to know who had told me this.

I informed that I had figured this out even though I had spoken to two previous colleagues that had not established this problem.

Then at every step of the way to try and resolve this matter I was asked security questions even though I was still speaking to the same advisor.

As the phone call concluded I was promised that some body would call me back to let me know what was happening to resolve this problem nobody did that evening I got a text message saying it will take 10 days to get my old number transferred back.

The following day I phoned again another long wait to get through to an advisor informed the lady I was a bit annoyed and that I would like to speak to somebody about it.

Her reply was to go onto the website and open a ticket. She did send an email to the department that deals with transferring numbers to call me back Monday morning its now Friday and guess what no phone call no answer phone message no missed calls not even a text this time!

So this is what I have gathered about Plusnet:

Their Helpdesk staff are inferior and get annoyed with you when you do their job for them!
Send an Email is a polite way of saying F**k Off
There is nobody there in charge that has a Backbone and is willing to actually speak to Customers
If there weren't so concerned about checking security details every 30 seconds and asked just one simple question PLEASE CAN YOU CONFIRM YOUR LANDLINE NUMBER this ordeal would have been I bit better to bare.

As of yet Plusnet have not given me any confidence in their abilities, products or customer service to continue with them after June 2019 when my contract runs out.

Rubbish company which will make you stressed not proud. The speed I received always fluctuate and their excuse was speed depends on the place you live which was Sheffield city centre. They charge for service cancellation after contract ends. They keep sending bills after account is closed, with threat of sending the details to credit rating agencies if that false bill is not paid. To speak to the customer service, hang on the phone for 30 minutes and they may not resolve the issue even after that. UK is a capitalist country where business 'force you into unfair contracts' like in the socialist and communist countries and the customer service is absolutely rubbish but plusnet take it to a whole new level.

Gave them 1 star because apparently 0 wasn't an option. The worst internet and phone provider I have ever dealt with. Even when I left, they continued to charge me and 4 excruciatingly tedious phone calls later, I am still awaiting my refund. Either incredibly incompetent or just very unscrupulous

Is this company for real? WORST internet provider out there avoid.

Never had any problems with this service. One of the best ISPs about.

been trying to get through since last night still trying now they want to take heed of their advert ridiculous.

Three weeks of no broadband ... apparently the log in details changed all by itself after 10 years ... ironically even though they reset it it still wouldn t work!! And the log-in details are still wrong

Ripped me off multiple times by selling me Fibre they could't deliver but increasing my price anyway, and then blamed me for it. Even after this they said I couldn't leave them without paying a massive fee. I've never dealt with such a disgraceful business in my life. DO NOT USE !!

How PlusNet can advertise their 'Award Winning customer service' on TV is quite outrageous and very misleading. If you can get through to a member of the customer service team any quicker than 45 minutes, you are doing very well indeed. Quite appalling - I'm looking for an alternative supplier ...

I am very disappointed with plusnet. They have taken too much money out of my account twice and have had to contact them four times to sort this out.
It takes at least fifteen minutes to get through to customer service.

They got my contract wrong. They overcharged me a small fortune. They refused to refund me. They refused to cancel the mess they had made of my deal. They are THIEVES who just RIP YOU OFF. Forget the TV adverts they are VILE to deal with. Avoid them at all costs. I got a far better deal with TALKTALK

Worst customer service after ridiculous waiting times , i cant wait to leave . Broadband Is cheap and not worth it

What a wonderful job this is! Pay is very competitive and there are stacks of benefits; free internet & free food ETC. Plenty of room for improvement and learning new skills. I am a Technical Support Advisor here and I have no quarrels . Very understanding company, keep it up Plusnet!

Possibly the worst customer service I have ever experienced. Takes as long as an hour to get through to the call centre. Have spoken to 3 different people now and they all seem to have terrible customer facing skills and attitude.

Awful place. Disgusting so called managers. Avoid at any cost!

Had no issues with plusnet until we had to cancel our account. Took seven phone calls and then another week to cancel. They charged us for an extra months internet although we had applied to cancel before this date. Terrible service. Always bounced around between different departments.

Awful company, the plusnet use the following strategy, you sign for a contract of 12 months after the contract expired you sign with another company and plusnet will accuse you that you left before the contract was expired. If you check copy of your contract in fact you realise that does not mention at all about the length of the contract, this type of strategy is illegal and it is set up to extort money to customers....DO NOT SIGN ANY CONTRACT WITH PLUSNET

Router keeps dropping out, which plusnet confirmed from their logs. Sent out an openreach engineer who basically said the line into the house isn't up to fibre. From that point on plusnet now deny a problem exists, and charged me for a visit. Utterly useless bunch of liars.

Do you ever answer your phones??? Been on hold for 15 minutes. Add that to me trying to place an order with you and you doing nothing with it - I just want to cancel it now!!

The worst service I have ever received. the service is terrible and thats just in a small flat. My wifi doesn't even reach my bedroom -__-. Their waiting call times are the most shocking as well up to 20 minutes each time I call.

Been with plusnet 6yrs had no problems but lately they're a joke paying for fibre optic getting 9mb you do the math

Joined Plusnet in July and we have had non stop problems since. I must have phoned them at least 15-20 times to solve problems. Customer service actually isn t too bad as they are polite and sincere but the quality is appalling. I live in a house with 3 other students and we have had to miss a week of university as everything is currently online and we have no wifi.

This relates to the set-up, only. I signed up to an account on 16th August. The router turned up a few days later and I was told the service ought to be up and running by 30th or 31st August and that I would receive an email to confirm. When I had heard nothing by 2nd September I looked at my account online. This informed me that my order was still being processed. This remained the case until today, 6th September, at which point I decided to phone. After being on hold for 20 minutes I was told that my order had been cancelled by my previous supplier (which, apparently, they are allowed to do). I wasn't warned about this possibility because they said their sales team aren't aware of the problem (maybe they ought to be told?). But the thing that irritated me was that PlusNet didn't tell me that this had happened. Presumably, if I hadn't phoned, nothing would have ever happened. I would have been waiting for evermore.

PlusNet asked if I wanted to replace the order. I agreed, with misgivings, as I couldn't face going through the whole process again with another provider (I only had to say, 'yes' to effect this process). I now have a text which tells me that I ought to have my line up and running on 21st September - over 5 weeks after I first placed my order. And, of course, my 'previous supplier' (which is BT - the parent company of PlusNet!) might just choose to cancel my order again. And if they do, I presume that I will not be told. So I suppose I will just have to keep on phoning to keep tabs on what is, or isn't, happening.

My hope is that the efficiency of service that PlusNet provide, once the system is up and running, will be infinitely more impressive than the process of getting it set up in the first place. If this hope is disappointed, I will be looking for yet another provider, if I can muster the time and energy to do so.

Wifi is erratic, and some of the time too slow for even one video to stream on the only computer connected. Called customer service once and was on hold for 47 minutes.

Plusnet`s service used to be very good, you`d get through to a real human being relatively easily. Not now. Loads of menus then an interminable wait, plus there doesn`t seem to be anyway to E Mail them.
I have an ongoing complaint with them because they put up the cost of my Broadband by 20% with no warning, the first I got to hear about it was seeing it on my bank statement.... They just said that "your contract came to an end, it was up to you to keep a record if it". This is rubbish, it`s just a device to rip off their loyal customers. Appalling.

PlusNet go above and beyond to help people.
I have been with both TalkTalk and BT and PlusNet are head and shoulders above them. I will never use BT or TalkTalk again.

Used to be friendly, reliable and helpful.
Now they are unhelpful, unreliable and devious. Look elsewhere!