Plusnet Reviews

Very helpful staff who kept me informed every step of the way when setting up my new mobile phone and Sim card.

Joke of a company who likes to charge more than the actual amount for its customer s! Why don t you make sure customer s bills are correct....it s not hard! Customer s should pay for exact amount, not be overcharged. I ve had to call twice to Plusnet concerning my broadband bill. Thought Plusnet was fantastic at first, but now I feel like switching broadband supplier.

Worst broadband in the country
Guaranteed
My phone 4g is better 100times than these guys
Save the misery and don't buy from them.

Spent 4 years with this company and was treated shabbily every time I had to get in touch with them.... Now looking for other options.

Messed me about for 2 months to get Internet working during beginning of my final year of university. Not going to do business with them, just another subsidiary of BT.

Dreadful service unreliable and not worth the effort

Their service has drastically declined in quality.Their internet speeds are abysmal, to the point that its literally and I mean "literally" providing plusnet with free money as their broadband service is unusable. Better of with a 56K dial up modem.

Absolutely appalling customer service. Made a mistake in getting my internet sorted and still argued for hours that even though it was there mistake and I would be without internet for a further 2 weeks they still wouldn't give compensation to resolve the issue.

Great overall product, but customer service call system needs work and they (like everyone) are dependent on Openreach, which is always a bad situation to be in, given how completely useless Openreach are. The basic Plusnet service is very good and reliable and they don't mess around with Internet traffic as their parent (BT) do. The call system in use by the customer-service teams is poor. It's very common to be passed from person to person and each time that happens, you're put back into a queue with the music and then have to give passwords again, etc. This is a problem that can be solved, so I'd expect Plusnet to do that. The general service, fault reporting (rare), updates and knowledge of the staff is good. Static IP addresses are offered for free on most tariffs. Now - if only Openreach knew their a**e from their elbow!

Charge TEN POUNDS per megabyte when you go into their "Smart Cap" AKA Scam Cap. Avoid. Signal has been terrible too and they charge this much.

Complete scammers - tried to steal my line by signing me up without even speaking to me! Started legal proceedings and reported to OfCom. AVOID!

Where to start.
This company is likely to mess up house moves.
This company will leave you without service for weeks only checking in on the issue weekly.

This company will lie about your bill amount on the phone and on an online message.
This company will charge you more than new customers depsite apparently offering a discount you still pay more than them.
This company will refuse cancellation depsite being in the first 14 days of a new contract.
This company's management will not call you back when they say they will.
This company is fully deserving of it's 1.2 stars although 1.1 maybe more fitting.
Shocking service and liars.

Dad had no internet for 2 weeks they offered 2.50 refund. He now with virgin.

Wish I had read these reviews before I decided to switch from TalkTalk. Joined them on the 1st Sept,fine at first then on the 21st Sept my telephone service became 'scrambled', noise on the line, crossed lines, third parties on the line. Promise to fix problem in the exchange by the 23Sept. Its well and truly fixed now as it doesn't work at all. The broadband not much better with excrutiatingly slow speeds when it is actually working today not functioning. Tech staff very helpful and polite but have no idea when full functionality might be achieved

The worst service I have had for a long time. I agreed to transfer to Plus net but I got 4 MBs line speed as measured by Which. I tried to cancel to go back to BT, all agreed as I thought only to find Plus net un-cancelled me so I have to continue to work at home on 4 MBs and cant activate my BT broadband.. I was getting 18MBs from BT before. Plus net won't answer the phone and tell you that you're not even in a queue they just wont answer to help. So awful.

Total scammers, I would give 0 stars if possible *AVOID* *AVOID* *AVOID* *AVOID*

I had been reasonably happy with Plusnet during the contract period but have never been happy with the telephone contact as you can rarely get through. My reason for giving a two star rating is due to the shambles which ensued with trying to renew. I had conflicting dates and costs and was informed that my contract had already expired even though they had stated that I would be informed 60 days prior to that date. I wasn't but strangely have continued with the service. Means of contact other than the 'phone are also complex and less than satisfactory .

Dreadful customer service and lengthy delays. Service slower than my previous supplier. I will not be staying! DO NOT SIGN UP WITH PLUSNET!!!

Rude staff, put me on hold without telling me they were going to, keep trying to sell you things even though you say NO! Bad internet reliability, and laugh at you over the phone if you say you dont understand something.

My broadband is U.S CUSTOMER SERVICE IS HOPELESS. Think Data protection don't feel safe.

We received our plusnet connection two weeks ago (having waited two weeks from the first payment) with a guaranteed speed of 35meg. The actual speed is at best 10meg and is often cutting out for 10minutes each time. As I work from home, this is severely affecting my business. We have called plusnet every day for the last week and each time been kept on hold for an hour and have never been able to get through. I've never had so many problems with an internet provider. It also seems impossible to cancel so that we can go with someone else.

Absolutely useless - fibre broadband service hasn't worked for 3 months ( inability to stream tv)
Totally unapologetic and customer service is awful ( if you can ever get through)
Pity you cant have no stars!!!!!

Avoid this company. Customer service are horrible and unplesent they will put the cost of your broadband up a couple of times within the contract. And when your contract is up they will try to hike the price up massively.

We switched recently from BT and it has been absolutely wonderful service (they are a child company of BT, yet there plans are much cheaper for the same thing). Really nice on the phone.

Just joined them and wish I hadn't bothered. Waited in all morning for an Engineer appointment, which was booked 2 weeks ago and no one arrived. Trying to get through to them by phone and I've been waiting 20 minutes already. TriAwful service.

Absolute rubbish service. Said they could fit the internet in a weeks time, and when the fit in date came, this turned into a further +3 weeks. I rang customer service who fobbed me off and I then cancelled and went with BT instead. Cost More

The worse customer service in the UK. Do not get a mobile contract. They will frustrate you to death. Incompetent and slow people with no desire to satisfy a customer.

Slow in answering phone but excellent service when you get there

Save yourself time and bother by going with another company that actually provides the service! Plusnet you're a total joke!!

No words can describe how shocking the customer service you provide is. Keep getting charged late fees due to their billing issues and they refuse to refund me

For the last 3 years have been nothing but troubles. From the beginning I had to report multiple issues with the telephone line. Additionally their billing department is abysmal, and had to chase them many times to correct my balance, including their line rental saver. Obviously lots of time wasted, that I can never recover.



It's ironic that I used to love this provider. Was always a loyal customer and even promoted their services. Plusnet just lost another customer for life.

Absolute joke of a company. I live 20 minutes out of the centre of Manchester and I m getting download speeds of 0.62 mbps, its honestly pointless having Wi-fi with them because it just can t be used. I urge you to never use plusnet.

The cancellation can only be done over the phone or by sending a letter like it's last century. Support team poor. Procedures not clear. No cancel option on your account. Just think again if you want to join them.

Update: Several weeks after cancellation I still received emails from Plusnet advising me my bill is such and such. When asked them why did I get these emails the answer was they hold the former customer data for 6 years! They did not answer why they keep sending bills after cancellation. I had put another request to get my data removed from the system. This being plusnet I expect more surprises still on the way so watch the space! :((

I write this review as I sit on hold, currently 44:48 minutes and counting...

Rude initially, then tried to force me to take our more expensive new 24 months instead of 18 months contract saying that I have to - NO I DON'T. Requests forgotten, had to chase them up. Over all SHOCKING EXPERIENCE. Avoid avoid avoid. It's not a one off experience this is everytime I have to deal with this business.

Plusnet have not refunded me months after my contract ended also I am unable to log in to my account fully which means they are also stopping me from gaining access to bills and payments. I have waited around 45 minutes on the pohone multiple times to try to resolve this yet here I am still waiting. NEVER AGAIN PLUSNET! Not doing me proud at all, just embarassing yourselves.

Poor communication. Am a new customer and I spent ages online trying to speak to them. No chance. Why did I bother with this company

I left plus net over a year ago, reason being that they had a cheaper offer on their website that they wouldn t offer to me when I had been with them for over 2 years. So I cancelled, when cancelling they tried reasoning with me by saying that they had fantastic customer care, my reply was that, why would I need customer care surely the point is not to need it! Broadband services has now got to the point where really it should be a fit and forget product thus making customer care not necessary, I ve just seen one of their adverts again advertising their customer care!! I ll never go back to them unless they change their marketing strategy in a big way!!

Poor service cut me off for no reason poor customer service after two weeks still no broadband

Joined them at the start of September and did not receive a router after three weeks so called them to order a new one. After another week, of which I was due to be starting university again, I had not received a router. I decided to join a More

Terrible service. Took more than 2 months to get connected. Rude and unhelpful people in the service department. Definitely do not use this company. Worst experience with any internet provider.

Absolutely disgraceful service, issue there end closed my account after moving house, I was promised I would still have WiFi, I do not, there is no complaints department and no one knows what they are doing. I strongly suggest you avoid this shambles of a business!

Helpful once I got through. Managed to fix my problem within minutes.

Plusnet's 2.4 approval rating is helped by performance 12 months ago, current rating should be 1.0. Very poor customer service. They must improve quickly

Brilliant service and the best broadband provider in the UK

Plusnet is in my opinion the worst broadband provider for Service and speed.
Never got more than 0.5 to 1.5mp and have been told we need fibre to get more speed but sky and talk talk can mange between 5 and 10 mp on normal broadband.
After cancelling at the end of our 12 month contract they have taken random money out of my account (twice) without out any notice on a random day for a random amount.
When you call them up about it you get a very rude person who refuses to refund the unauthorized transactions or explain why it has been taken out. Also when you ask to be put through to a manager they refuse and wount transfer you and than they put the phone down on you. This happened on multiple occasions.

30 min call waiting time. Couldn t resolve my direct debit payment issue which my bank assured me was because Plusnet had not requested a mandate from my bank.

horrendous. Unhelpful. Apparently this company think they are beyond receiving complaints and as such dont offer access to this department.
Their webpage means that if your not a customer yet or an old customer you have to wait in a telephone queue being over charged.
Completely shocking that a "TELCOMS" Company would have such limited telecoms!!!

When collecting your emails it is so slow and the buffering sign often crashes, so frustrating, has been like it for over one year, now you go into unread mail, then it jumps back to read mail, IT DOES'T WORK WAKE UP STUPID PLUSNET

I ve been with Plusnet for 4 years (Fibre Optic Broadband) and the service has been exceptional. I recently had an issue with my internet, so I called up and was sent a new HubOne router free of charge. Within 2 days I m back up and running. I got through to the technical team twice without delay and the advisers were friendly and very helpful. I highly recommend and would choose them over other providers, without hesitation. Also, when my contract was due for renewal, they price matched the competitors and gave additional cash back.

I asked for plus net to turn the internet speed up and we all know they can two months ago and now they have turned it down to 1.2 it's pathetic I will not be renewing my contract

Internet is fine but NO CUSTOMER SERVICE no one seems to answer the phone number.

Plus Net has gone downhill. The connection is reliable and fast. However if anything goes wrong their support is terrible. Has been this way for the last few years. And things will go wrong as the fibre routers they supply are awful.

nothing but lies from this company, they stole money from my bank, then apologized then tried to further take additional money after I closed the bank account, then they sent me threatening letters saying that I would loose my services if I didn't re-open my bank to pay then (I didn't have any as I cancelled within 14 days). Got banned from their community forums for telling people how to complain to the right authorities, Won my dispute when I got the ombudsman involved and still the promised cheque never arrived. Time to take plusnet to court. the papers have been told and hopefully will be there on the day. PlusNet I am doing you proud

DO NOT USE THEM
30min call waiting time if you are lucky if they transfer you. You then go back to the end of the Q.
If something goes wrong they send you a new box out I m on my 3rd box in 6 months and still not working.
Can t wait for contract to end and go back to sky.

Absolutely shocking internet. It's unusable it's that bad.

It's a waste of time ringing them to try and fix it as they'll tell you everything is fine at their end, "it must be something wrong with the router, they're not very good routers"... They cover their backs by stating they are providing the minimum as per the contract and we're stuck in a contract, internet of which, not even 1 device can use.

Won't be using them ever again.

Had enough now every month i have to sort my bill out and they close early i work need to talk to people at night?

Service was actually fine, but cancellation is another story. Basically they keep charging me all over again months after cancelling the contract. Impossible to send direct email, you need to call them and wait 20 mins in the queue. Then you comply, they say "we'll refund you", and next month they charge you again, you call and the story goes on for months. I'm sick and tired of that, never ending story.

I suspect that most of these reviews are fake, as my experience with Plusnet has been fine. Internet speed on Fibre broadband is fine and the line is stable. Best of all, much cheaper than BT.

Try an cancel ive had a wasted morning just to get a pac code for my phone an now all o get is call back after 5 prob shift change or call back monday costomer service is shocking

"we'll do you proud" absolute shambles of a company. Wi-Fi is useless and that's even if you are set right next to the box and even with a LAN cable. We are in a student house and pay extra for the higher service and majority of the time i use 4G as wifi doesnt work. Someone was sent out months ago but never made a difference. Don't bother using these lot go elsewhere

Plusnet used to be excellent. Ever since BT took over it's been dreadful.

Fantastic staff always happy to help and Broadband is fantastic I've never had an issue speeds are great aswell especially the unlimited fibre extra speeds of 80Mg download and 20mg upload.

Had a 2Gb file downloaded in matters of minutes

I've been with Plusnet for years, I mean many many years now, and until now I was a happy customer. Even when they cut off my neighbour by mistake in my previous property, which delayed my broadband connection even further, I still liked them!

I don't often post negative reviews unless a company really get's my back up. And whilst I've had many a happy year with Plusnet, they've recently managed to irritate me over a quibble of a cancellation fee. It's sad that I never reviewed them when I was happy with them, but needs must.

I honestly think Plusnet customer service is slowly getting worse. Years ago it was impeccable, but possibly since BT took over the reins things have started to take a turn for the worse. You see I cancelled my old broadband/phone package mid-July and we agreed it would end 2nd August. It was a piece of cake to cancel, and I didn't feel pressured to stay in the slightest - which is good - but at the time I got no mention of the dreaded cancellation fee. Now was that because I mentioned I was probably going to sign up again? I don't know, all I know was that If I wanted to transfer my service from one house to another, they weren't going to offer me any deals, yup absolutely NONE! So after weighing up the options I decided to cancel so I could sign up as a new customer and take advantage of their current deals, and at no time was their ANY mention of that cheeky cancellation fee. In fact, he made out that my standard monthly broadband/phone fee was the last I would be paying.



So I took a look at their website as I thought it was all very strange, I even discovered the cancellation fee section, but the figures on the site weren't matching the figure I was being quoted, so surely it can't be that?

So today (1st Sept 2016) I finally called them up. Their representative confirmed it was indeed a cancellation fee, but he couldn't tell me why it had been apparently discounted. Perhaps it's a loyalty discount he said, seriously, do they not keep track of what's going on (although I'm guessing from my need to rant that they don't).

So I tell them to listen back to the recording of my initial conversation when I cancelled - we all know they record them after all. I explained that there was no mention ever made. He then went off to speak to the powers that be, and came back and gave me the ultimatum that got my back up, "if it's not paid they will take action and cancel my new account." At no point had I said I wouldn't pay, I was just querying what it was, why it wasn't the standard cancellation rate, what on earth was the discount (even though secretly we all love a discount), and can he just confirm that it was ever spoken about.

Anyway, nothing like a subtle threat to get you weilding your credit card. We all know the world is our oyster when it comes to home broadband. It would appear the toss up I had between Vodafone and Plusnet ended up with me signing up to the wrong company. We all know it costs a company more to attract and sign up new customers than keep the old ones happy, but obviously Plusnet like to make things challenging for themselves. So, if you're signed up with Plusnet and want to cancel, make sure you record the conversation to protect yourself as if no mention is made of such a fee you'll have covered your back unlike me.

Oh and lastly, Plusnet if you read this, you need to change your recorded message, because it explicitly says you WON'T take payment over the phone, and yet your representative wasn't aware of that as he happily took my money over the phone! Oh dear oh dear

Just sat listening to a Plusnet advert about how wonderful their service is.DO NOT BELIEVE IT. It is the worst service possible. Typical BT. Do not go anywhere near Plusnet

Awful customer service. I have an issue with phantom calls appearing on my bill. I don't have a phone plugged into the landline!! Their advice was to call the police!? The calls occurr every few minutes and are billed as 1 minute each, any untrained operative could have reviewed my bill history and seen something is off. But no, the answer was dial 999!

Unfortunately could not give 0 stars .......Seriously. apart from cheap contracts, how are these people still in business??? How have they won customer service awards. THEIR CUSTOMER SERVICE IS TRULY SHOCKING

They started off very well but as soon as I got a problem with my service.... it all fell apart. Their customer service is absolutely shocking! Here I am 7 months down the line and I'm no closer to getting my problem resolved than I was when I first started. All whilst still paying full price. They won't even let me cancel because I'm still within in my contract period. I wouldn't recommend to anyone

We have been trying to SPEAK to a real person for 3 weeks and got nowhere. Holding on for 30 + minutes each time is both frustrating and timewasting Customer Service - come on !!

I recommend if you like having no internet and being lied to. They are really good at that. Absolute joke of a company

Consistently appalling customer service for me. Usually a 15 - 30 minute wait to get through on call centre even at 9.30 oin the morning - website forces you to deal with them via tel call no company address on website to write to them no e-mail address - ticket support took 9 days for a reply which was a bland blow off. Sky took 15 minutes to offer me and process a better deal and package, and answered the phone within 2 minutes been with Plusnet for 5 years and the service has always been this bad. Left due to the poor service.

By far the worst ISP we have ever used. We have contacted them on more occasions in the first month than combined for any of our previous ISP. As a company they really don t care about their customers.
The vast majority of their customer service call handlers are rude and unhelpful. More than happy to do as little as possible. There are a few however who have tried their best and are genuine, but these are few and far between. However, they can only do so much.
Please avoid this company.

I am amazed how this company has stayed in business , when the customer service does not reply to any form of communication.

bad customer service as. I spent 58mins on the phone 50mins waiting for a operator. Only to be told the same thing as last year If you have spoken to customer service you all know what they say. My internet goes down when we have a lot of rain the sub station gets damp or flooded causing a shorting out of wires.

This company is a joke, the speed is always up and down and nowhere near what it should be

Plusnet should not be allowed to continue. Dreadful customer service. Always put you on hold for over 30mins, most times are an hour. My service has been down for 5 days now and no response to web ticket either. The sooner these sharks are shut down the better, Buyer beware,

Brilliant service and price. Been with them 7 years. I help friends with their internet service from other suppliers. Plusnet are on a different planet!! The customer service phone is a 10 minute wait, like most ISPs. But you do get a person who understands your issues and especially the tech support desk know what they are talking about. They dont religously read from a script!

Do not purchase broadband from this company. Router is directional and fails to provide coverage in our home that other providers routers did. Plusnet router does not support VPN so if looking to work from home this is another issue that you and your IT department may struggle to resolve. If entering a contract please be aware that it starts when you get your letter so does your cooling off period regardless of when your line or router go live. My advise is stay clear as their customer services have no help to offer sixteen days in from letter date and six days in since line went live. Go with BT or Virgin. Cheapest isn't best

The broadband service is not bad and is inexpensive, but I've experienced a few problems that mean I won't be renewing my contract:-

- I moved house and was offered an upgrade to fibre optic broadband, which I accepted. A little while later I noticed that my internet speed and cost hadn't changed, and when I contact Plusnet they confirmed that I was still on standard broadband. They didn't know why.

- Their line rental price increased and I didn't know about it until the bill arrived. When I contacted Plusnet, they said that they had e-mailed me a notification, so I think this may have gone to my spam folder but I couldn't find it there. Oddly, their billing e-mails always get through. I found it surprising that my BT e-mail address was apparently deleting their e-mails, since Plusnet is owned by BT.

- I have found contacting customer services more and more difficult. I can't now find any way of e-mailing them, even though there was one before. There tends to be a long queue on the phone, and the last time I tried to use live chat it was unavailable even though it was during their stated opening times. That's why I'm writing down my woes here!

I've been a plusnet customer for more than six years and find them excellent in customer service and internet package, the only niggle I'd say was the wait time on the phone to them on occasions

Avoid like the plague - don t even get a dialling tone and they want multiple hundreds of pounds to cancel the contract. Absolute joke since they were bought by BT.

Customer service is a joke they simply do not what they said they would.
They cut of my service after 7 year as a customer, when i rang up to find out why they said they didn't know! Then they said i would need to take out a new contract with then, which i did there and then. I was the told is would take a week to get me reconnected to the fibre line and an engineer would have to do this. As the service had been up and running earlier that day i could not understand this and nobody that i spoke to would give me a straight answer as to why. A week passed and it wasn't working so i rang again still no idea what the problem was and i was told i would need to wait for BT to sort it?? After a 3rd call a few days later there was still no resolution in sight so i cancelled. I placed an order with Vodafone fibre and it was up and running in a week. on the day they said.

Been with PlusNet for one week and its been nothing but trouble. Slowest download speed I've ever had and the internet almost impossible to use for 10 hours a day. Every excuse has been made except an admission that the router might be faulty. Now, apparently, its errors on my line despite 3 of their staff telling me its a problem with the wi-fi connection. I don't believe a word of it. I'll be leaving PlusNet as soon as I can.

Unable to get hold of anyone via telephone ever! On hold for so long that I always put the phone down :( There is no live chat facility and they keep putting prices up. Cannot recommend

Plusnet down again. Plusnet technical support advised the Faults Team have all walked off the job. They only show up for work Mon-Fri, so any fault from Sat or Sunday cannot be reported or chased with BT Openreach until Monday morning via an "e-chat" what a waste of our weekend. Why do plusnet let their vital team walk off the job for two days a week? What's the point in a technical support team being there if the faults team keep walking off the job?