Plusnet Reviews

After switching from BT to Plusnet the WiFi no longer reaches to the other side of my house. I live in a 3 bed cottage not a mansion
At midnight every night, like a switch the internet speed drops and becomes completely unusable. It never used to with BT. As soon as I can get out of my contract I will.
I've tried to resolve with the technical department and there's no change
Useless

Date of experience: 18 May 2024

Avoid at all costs. 2 months to install a line and a box for WiFi to be set up given false dates when Internet is going to be installed then put another 2 weeks on top of that.
Utterly useless company.

Date of experience: 17 May 2024

The service I have received from Plusnet has been beyond belief. I have been without internet for 4 months , just occasional access late at night but too slow to even open emails.
Call after call to these clowns , promises to rectify the fault , engineer from Cube , more promises and talk of compensation..............
NOTHING , not a sausage have they done to sort the fault , all I get is more bull from them and no internet.
I am cancelling my direct debit and going elsewhere , my advice is stay away from this bunch of cowboys unless you enjoy stress.

Date of experience: 09 April 2024

Horrible company. Firstly just after I had signed up for an 18-month contract because they offered a discount on BT Sport they withdrew the package and claimed it wasn't a breach of contract and it would cost me an arm and a leg to get out early. So I've waited 18 months to get away from this horrific company. They've already billed me for the inflated post-contract rate even though I've not finished my contract yet. To give notice you've got to call them and speak to one of their vile sales reps, but after hanging on the phone for half an hour the automated voice just says "call terminated" and hangs up on you, and they still consider you haven't given notice. Avoid these scammers like the plague.

Date of experience: 01 April 2024

Plusnet claim to provide 'excellent customer service'. My 90 yr old, visually impaired, hearing impaired father who relies on a fall alarm connected to the phone will have had no service now for 4 days and 1 night. The internal team can't contact their own welfare team. Agents give out conflicting information, a promised visit did not take place, despite my father sitting by his door fur 5hrs, and I've had to call 5 times to find out what is happening! 'Excellent customer service'? That's a lie!

Date of experience: 03 March 2024

incompetent to start with blocked access to my emails then lied about being able to get them back blackmailed me into not taking my complaint on to ofcom. save yourself the hassle use a bit of string and yogart pots be more reliable than them.

Date of experience: 19 March 2024

I wanted to log in, but I forgot my password. Should be simple. Just click "forgot password" box when logging in. Asked for it to be sent by email. Nothing appeared for 10 minutes, so requested a re-send. An email appeared quickly, but it said my password had expired. Tried again twice: same message. Asked for a text to my wife's phone. A "password" of 47 characters appeared, which I dutifully typed in - too many for the box!!!!
I've given up.
Sad, because, to date the service has been fairly good.

Date of experience: 28 March 2024

I've been with Plusnet for years. Generally the service and pricing has been good. I've had issues with getting their reward cards in the past, and have this problem currently. I wish they'd sort out this issue as I believe I'm not the only one. If they fixed this their rating would be higher.

Date of experience: 27 January 2024

A bureaucratic nightmare. Terrible communication and are charging me for a service they have not installed yet. Home all day for an engineer they never sent round and have already been waiting two weeks for internet to be installed. Really really unhappy with the service.

Date of experience: 12 March 2024

I receive Adsel Internet from Plusnet.
The service ix dreadful.Low rapidly changing speeds.
I've tried all thd usual hacks to increase speeds to no avail
The reason I believe is the cheap router supplied by Plusnet.
Can't wait till my contract ends.

Date of experience: 23 January 2024

Despite being given a start date for my broadband seven days ago and repeated calls all I am being told is to wait another two days. Still no internet. In addition they took my initial payment twice and I have not had a refund for the extra payment. Was told it was quicker just to cancel than complain as complaints take five working days. Wish I had never swapped to them

Date of experience: 22 January 2024

My contract came up for renewal and believed I had done so via their link - and a confirmation letter suggested that was the case. Four months later the charge suddenly doubled and our account info said this was because we were out of contract. Looked at the quickest way to resolve this and followed their complaints procedure to be told via email this sort of complaint required a phone call. If this was the case why not make this clear? Then called the number given and after explained at some length to the operative what the problem was he told me he couldn’t deal with it himself. So why was this contact number given ? I was then transferred to someone else. I explained I had renewed my contract so could not see why I had to go through this all over again. The system I was told said otherwise - despite their original confirmation. So started again - but the price quoted was more than on the renewal email they sent. The operative said they didn’t have access to these email offers but could reduce his quote by 10%. So why offer me something on renewal documentation their own staff have no access to? When asked for a refund on the overcharge said not down to him - account would have to work it out! The icing on the cake was to be told when I asked if this included the line rental that they don’t offer this any more, just digital. Why was this not stated on renewal info or by him directly? However when pressed the guy said he could offer this if I entered into a 2 year contract. By this time all I wanted was to sort it so agreed! He seemed completely indifferent - a “take it or leave it” attitude. Shambolic, disjointed and not a patch on what I remembered of them. One wonders if they make it up as they go along! Will wait and see if we get a refund but on the basis of my recent experience not holding my breath. I hate switching providers but unless they improve may have to! Wonder what the next misstep will be as have little faith this is sorted.

Date of experience: 22 April 2024

Wish I'd read these reviews. What a nightmare, ordered Internet coming up to 4 weeks ago, they advised me to cancel that one and get another, been waiting 2 weeks for Internet to come on, iv had my router for a week. They just tell lie after lie, wish I'd gone with bt, plusnet are an absolute joke firm. Unnecessarily stressed out.

Date of experience: 02 November 2023

Left plusnet approx. 6 months ago and I am still getting harassment emails regarding outstanding payment even though there is none. Have supplied all details apart from account number or banking details as no longer with that bank and do not recall those details now.

Plusnet will not entertain removing my details or stopping the emails even though I have a message from one of their agents confirming that nothing is owing on the account and that the error will be rectified.

This is a joke of a company and do not know how they have the temerity to advertise on TV that they have the best customer service.

Date of experience: 01 February 2024

I recently problem with my download speed, it was less than 1Mbps rather than the usual 4-6 Mbps. I contacted Plusnet about it, they did some tweaking at their end and it did improve over 2-3 days. The person who dealt with me arranged a date and time to call back to check it was all ok and to discuss the next step as my contract was coming to an end in two weeks time and give advice about going over to Fibre. Two weeks have gone and no follow up call, Plusnet did have a good reputation, but not anymore in my eyes.

Date of experience: 08 December 2023

Was told Plusnet broadband would enable me to watch UHD movies on my new TV. They lied. Even their engineer who tried to resolve my issues said I’d be better off with Virgin Media as this is what he used. They mis sold my service so I cancelled my contract and now they say I owe they over £300. Their promises mean nothing. AVOID!!

Date of experience: 17 November 2023

I’m surprised to see so many bad reviews about Plusnet. I’ve been with them for both mobile and internet/landline for about ten years and have had no complaints about them in that time. Their call centre is UK-based, my calls to it are always answered quickly, and the staff invariably helpful and friendly. I was alarmed when I found that the mobile service was being transferred to EE but was assured that nothing would change. Since the changeover a few months ago, service has continued as before.

Date of experience: 26 January 2024

You cant speak to anyone, was told they would call back after automated call, still waiting... not worth the money.

Date of experience: 29 April 2024

Today I seen when using the internet it was running slow I went onto the website booked a call back I was called back in around 15 mins spoke with Michael who was so helpful very personal fixed my issue in like 10/15 mins would highly recommend.
Great being able to speak with a uk contact centre

Date of experience: 05 January 2024

Appalling service. Stay well clear! Did not arrange agreed switch before cancellation charge from current supplier. Agreed to cancel switch and refund initial charge. Open reach still turned up to install new phone line. Later advised that they would try again.Despite numerous assurances still waiting for refund.

Date of experience: 01 March 2023