Plusnet Reviews

Caitlin who was my support handler was brilliant. She managed to work through a really complex issue (Domain transfer) and was helpful all the way through. Couldn't be happier.

Date of experience: 26 April 2024

Good you can speak to a human in uk!
Spoken to two different people over an hour plus on phone : given conflicting figures and misleading information from both.
Extremely confusing and inaccurate.
Asked to speak to a manager: days to wait
Not impressed
Also different numbers online to given over phone.
What is going on?

Date of experience: 24 April 2024

I've been a PlusNet customer (broadband) for years and I have zero complaints and haven't had any major issues. I recently switched to full fibre (300MB) for the same price as our old FTTC fibre. I've noticed it has dropped off 2-3 times (light on the router goes orange) in 6 months but it's usually back within 30 seconds, no big deal. I've not had to deal with customer services due to not having any issues to call them about. Overall, I'm a happy customer and have just switched the mother-in-law to PlusNet.

Date of experience: 21 April 2024

Missold service at point of sale, I took screenshots of the chat with the sales advisor - when I found out I wasn’t supplied what I bought I complained . No formal response from the complaint , totally distrust this company .

Date of experience: 16 March 2024

Called about keeping existing mobile number, as transferring to EE sim. The agent was disinterested, and acting as though this was an impossible ask! He then said, this is the sales team, you coming through to me, means I lose money. IE - his selling commission. I replied, I have called the number given, and there were no other options to redirect my call, I was just put through and you answered. Still, he complained I was losing him sales. Eventually, he did what I had contacted Plusnet for, well, I hope he has. Suppose I’ll find out! Unreal, bad attitude and terrible customer service. Can see why EE are taking over, their customer service has been great so far!

Date of experience: 26 April 2024

Average download speed of 5mbps and upload speed of 0.44mbps . This is what happens when your street is unable to get fibre optic and you have to take the basic package .

Bear in mind UK average download speed is circa 70mbps !

Quicker sending smoke signals !

No need to reply!

Date of experience: 27 April 2024

I've never experienced such a poor internet connection and still need to pay for it. I cannot even open my emails. That's how slow it is. Unfortunately, I am stuck with them for 2 years. If I leave, I will need to pay for termination charge. I recommend everyone not to use them.

Date of experience: 19 February 2024

I contacted Plusnet via X to find out more about full fibre broadband. I'm not a Plusnet customer but I got a response that was both very informative and refreshingly honest. I really appreciated a straightforward answer for a change. I will definitely look at Plusnet for my broadband.

Date of experience: 19 April 2024

IN ALL. THE ONLINE BLURB FROM PLUSNET ITS STATES THEIR CUSTOMER SERVICE IS UK BASED, AND WHEN I HAVE CONTACTED THEM VIA CHAT
THEY ALL STATE THEY ARE BASED IN RICHMOND SURREY AT A CONTACT CENTRE.

I FIND THIS BOTH STRANGE AND A LITTLE CONCERNING , BECAUSE ONLINE IT STATES THAT PLUSNET'S CONTACT CENTRES ARE BASED IN LEEDS AND BRADFORD DUE TO PLUSNETS YORKSHIRE ROOTS, AND I FOUND NO TRACE OF THEM IN RICHMOND
SO THIS LEADS ME TO THEREFORE BELIEVE THAT THE PEOPLE I HAVE BEEN COMMUNICATING WITH ARE PART OF SOME SORT OF SCAM , OR THERE IS A MORE SIMPLE EXPLANATION

I INVITE PLUSNET TO COMMENT

STAY SAFE.

WILLIAM

Date of experience: 21 April 2024

It's abit shocking that there isn't anything they can do with price anymore when you can go to vodafone at get it at £36 per month for full fibre 900, and best they can do is £41.99 which is a new customer deal as well, no loyalty for existing customers come on plus net you used to be better then this, can't wait to get away from this robotic company

Date of experience: 24 April 2024

We are changing providers to a cheaper and faster broadband, and cancelled with Plusnet but rang and checked if we’d still have wifi until the new wifi was installed they assured us that it would be as we live in a village with no signal so can’t use mobile data and I wfh and need the internet to work. They turned our wifi off at 01:30am this morning and said they couldn’t put it back on as it would take 3-4 working days which just isn’t good enough! Avoid at all costs as they won’t help you in anyway.

Date of experience: 22 April 2024

They doubled my payments as I was out of contract I Sold my property and informed Plusnet but they continued to take payments. Then tried to ruin my credit rating over a small bill which I reluctantly had to pay even though I was in the right, would never use or reccomend this company again. Greedy and unfare.

Date of experience: 08 January 2024

These Trustpilot reviews tell you everything you need to know about Plusnet.

I have only been using Plusnet for four months, and so far I have experienced three major outages - problems that have taken more than 24 hours to fix. In the same timeframe Plusnet have increased our monthly fee.

I work from home, so a stable internet connection is absolutely essential, and sadly Plusnet just cannot provide that.

I’d say “you get what you pay for”… but you don’t even get that.

Date of experience: 20 April 2024

I've been using Plusnet's fibreoptic broadband for 2 years now and have rarely had problems. There was only 1 occasion where the internet was suddenly cut-off nationwide and Plusnet were being really vague about the reason why. Internet was restored after 8 hours though, and never had a problem since

Date of experience: 08 April 2024

I have had problems with billing and with my landline being disconnected (an openreach problem of loose wiring at the exchange). My 5 star review is given for excellent customer service by the technical and billing teams at Plusnet. The phone is answered promptly by people who work in the UK and are polite, helpful and knowledgeable. I have been refunded the overpaid bill and they have applied a credit to my bill as a gesture of goodwill. Things will always go wrong but I measure a business by the way they deal with problems and I cannot fault Plusnet on that score

Date of experience: 10 April 2024

More dealings with Plusnet - they have told me via the website that I am to continue paying a much lower amount than they're now demanding - I sent a screenshot to them which they're ignoring. They've more than doubled my payments and restrict internet access if you don't comply. Avoid.

Date of experience: 18 April 2024

So, right off the bat, I'm going to say now, if you're looking for a new broadband provider and are unlucky enough to be tied into the openreach network, you are limited on who you can pick. So when it comes to choosing, don't worry about the speeds that you'll get, the important thing is the customer service you're going to receive. And as the 2 star rating on trust pilot shows, Plusnet leave a lot to be desired!

Their customer service is appalling, no attempt at actually helping a customer out, because guess what, once you've signed that contract, they have you, and they don't care if you threaten to cancel, because trust me, you will not want to hang around with them, and leave at the end of your contract (as I will be doing).

I'm not going into specifics of my actual issue, this is more about how I was dealt with. My issue was an initial oversight from me, which I ended up being 20 days or so late on doing something I should have known to do. Now to resolve this, other than go back in time like Marty McFly, all Plusnet had to do was issue a new reward, no skin of their nose, no loss financially for them (one would assume). However that's not the case, If they can find a way to get out of keeping up their end or an offer, they will. Whilst in my case, by the letter of the law, they have done no wrong, it does not do any favours for the poor service rating they have here, which clearly shows they do not in any way feel the need to bend or slightly lean over to help their own customers.

Bye bye in advance to Plusnet when my contract ends!!!

Date of experience: 26 April 2024

I needed to renew and had a few questions. The phone was answered on the first ring. I ended up renewing during the call and Georgia, the operative I spoke with was VERY helpful, friendly and efficient.

Date of experience: 11 April 2024

Moved from the UK to Germany with 10 months left of my 24 month contract. Charged 125 Pds "cancellation" fee for leaving the country. What a rip off. Money making scam.

Date of experience: 24 April 2024

Signed up through a promotion which included a reward card being sent to use and spend. This was a major factor for choosing plus net in order to get greatest value. I never received the reward despite claiming it correctly and having an email proof. Logged a request with customer services to just be batted around and around since Jan with no conclusion and no reward card. Will leave when contract is up.

Date of experience: 22 January 2024