Plusnet Reviews 2,105

I placed an order over a month ago for Broadband. I have now had my previous broadband cut off and the new service hasn't been activated, and I'M BEING CHARGED FOR IT.

I rely on Broadband to work and am currently having to work from public places like Mcdonalds, Pubs and my gym, which is far from ideal.

The team are continually saying they are at the mercy of BT Openreach to fix the problem, yet in 5 weeks they have not been able to even escalate the problem and give any concrete resolution actions. I have slight sympathy here that they rely on BT, a company I swore to avoid 20 years ago as a student after ridiculously poor customer service and the evidence here is that I was completely right to do so.

What added the ultimate insult to injury, was that they offered to send a temporary dongle, set to arrive in 2-3 days to tide me over. The latest customer service adviser stated that this could have been sent it on a next day service. I'm a brand new customer, not a reusable teabag.

THIS SHOULDN'T EVEN BE A CONVERSATION FIVE WEEKS LATER.

Reminder to pay bill within 14 days. I set up DD. Before it took effect ( 3/4 days) they restricted service without warning. when I tried to pay online I couldn't, no WiFi!! So tried to ring. I gave up after 45 minute wait. And no accessible complaint procedure. Wished I hadn't changed to them. Misled by fiction of good service.

Outrageous cancellation fees and complete lack of transparency. When you sign up to a Plusnet contract they refuse to provide any information on their very high early termination fees. What has happened to the customer service? Used to be great, now rude and unhelpful. Do not sign up to a contract without information on early termination fees. Plusnet provide no figures online or by phone. Other companies provide this information and have better customer service.

Plusnet broadband No connection now over 2 weeks 2 new router replaced and 2 engineers out still not solved and I'm still paying for this service
Absolutely the worst service ever , I would give no stars if possible . Don't go near this company
I've never seen lower reviews on any company like this one 82% 1 star and most of them would have given 0 If it was possible

I had to contact Plusnet to cancel my mother's phone and broadband after she had to move into an old peoples' home. Plusnet were incredibly helpful and quick, unlike some of the other utility providers we've had to deal with. I've been with Plusnet myself for several years myself, and have always found them quick to respond to calls and efficient.

Arranged to use them, they changed everything so used my 14 day cancelling off period. Phone message says excellent service. No chance of getting through on the phone. Was suggested to try twitter, so set account up. Trying to get money back a joke. No refund email sent so a letter sent out since I cancelled the direct debit. Returned and advised my cheque was being raised. Several weeks later received a email to claim refund. filled email in and got an error message but somehow my refund received days later by bank transfer. was advised I can keep the cheque as a goodwill gesture. 5 months later cheque still not arrived. Incompetence is an under statement. Basically lied to by shockingly poor "customer service". Avoid these bunch of clowns at all costs. I am surprise they can boil a kettle. I would not these clueless, incompetent liars to clean a carpet. Stay away at all costs.

Trying to order an internet connection despite saying I need a firm date of an engineer visit. The call handler promised a firm date but within hours they reneged on it blaming BT Openreach but it was them that promised not Openreach a firm date. The level of customer service in PlusNet is very poor so please take the into account

I joined PlusNet in August 2022 on a 2-year contract. This included BT Sport. In June 2023 I was informed that BT Sport would no longer be available so I decided to leave Plus Net as I would like to continue with BT Sport and they are no longer delivering what they agreed to. However they are charging me over £90 cancellation fees even though they accept that it is not my fault that BT Sport is being withdrawn. The cancellation applies to broadband only. They are choosing to ignore completely the fact that they have created the reason for me leaving. Customer Service, when I managed to get hold of them, basically said "tough, you've got to pay".

BE AWARE THAT PLUSNET MISS SELL CONTRACTS!!!!

I took out a 2yr contract with Plusnet on the 23/03/2023 for £24.99 per month it wasn't until yesterday when looking through my bank accounts that i noticed that they were charging me £31.84 per month which is £6.85 over the contract that they sold me. So I called them this morning to discuss this and query why they are overcharging. When I called I was advised that there is an annual increase in the CPI every January and that this years increase was 3.9% this increase comes into effect on the 1st of March each year and this is the reason for the change in price. I stressed again that I wasn't sold this contract until the 23rd of March which was 4 months after the figures were released and 1 month after it came into affect. I was advised when taking out the contract that there is normally a small CPI increase due to inflation that occurs each January. But clearly since my contract didn't actually start until the first week in April that my payments wouldn't be effected until next January. I asked no less than 20 times to be put through to a manager at first he advised that his manager wasn't in, I stated that I didn't care whose manager it was I wanted to speak to a manager. He then told me that no managers were in today. I advised him that I am neither that stupid or naïve to believe for 1 millisecond that a multi million pound company only had 1 manager to deal with their millions of customers. I was then put on hold for what seemed like an eternity and when he came back he said that a manager would call me back promptly.
When the manager did call back he at first continued with the same rhetoric of his previous colleague, he did then agree that it was a bit of a kick in the teeth (his words not mine) that I was sold this contract so many months after the price increase and that he would accelerate it to the enhanced complaints team and that I would receive a call at some point next week. As they don't work weekends and do have many complaints to deal with, now this i believe. about 1hr after being told this I received an email from them to say that they are sorry that they have been unable to resolve my complaint but will be taking it no further. To say I'm furious at this is a huge understatement by the end of this contract I will have paid £164.40 over the contract agreement that i signed upto and that isn't even taking into account the increase in January of next year or the year after.

So be very aware that Plusnet fraudulently sell contracts.

I have been without a reliable internet service since last Monday 19th June. I have contacted plusnet several times and been promised credit and compensation but I am still without a regular signal. I had none at all from Monday to Friday night and since then just intermittent.
I want to change suppliers but am tied into a contract for another 8 months. I think I should be able to switch without charges and receive compensation for having no internet for 8 days.
Get your act together plusnet!

The engineer arrived to install our new fibre broadband, but was unable to carry out the work because he was not experienced to climb roofs to connect the new landline. Phoned Plusnet , they kept us on the phone for 45 minutes, passing my husband on to three different call handlers, We had to cancel , we are without Internet at home and I have lost a day's pay.

Arranged a home move for Saturday 17/6, only to be told be e-mail that they had changed it to 24/6, without ANY consultation.

Now been left without any broadband for over 1 week.

Tried to contact them to discuss but no one cares or can be bothered to come back to me.

Truly awful customer service. Now into my third week of phone faults, always the same scenario...
Lots of kind words, engineers not turning up, when they do turn up they go away without fixing the fault and claiming that everything is fine.
Typical Yorkshire bullsxxt...

Follow on from last review.
DO NOT join Plusnet.
They will make leaving as DIFFICULT AS THEY CAN.
And, sickeningly, under cover of a fake camaraderie, while they fleece you for every penny to punish you for leaving. That's how it feels to me.

Terrible customer service, promising to match sky's price of £26 a month for 18 months, then after 3 weeks I get an email saying my payments are going up to £30 ,I phoned them up only to be told everyone's bills are going up ,should have been explained that they could only match sky for a few weeks, avoid at all cost ,shocking company

I have been with plusnet since 2014 when o2 was taken over by SKY and switched off my email address without telling me. Plusnet has been a good value ISP, their telephone helpline has always been prompt, helpful and effective with UK based real human beings, not chatbots, offering a courteous service. Only sad they are getting out of the mobile business, but I am staying with them for ISP.

Plusnet Review part 2. I think possibly the worst & most misleading company I’ve ever dealt with. In a nutshell - sold my house & new buyer took over the line before I could move the service so I was subjected to an outrageous £111 cancellation fee. Many many phone calls & complaints later, they deigned to refund me 25%, and agreed to post me a cheque for circa £29. This was about 3 months ago, nothing ever arrived. I’ve rung them several times, lots of apologies, no cheque. Really dishonest & unreliable. For all their hype about customer service, it’s all talk & no action (well, they act efficiently when it comes to charging you a cancellation fee). I’ll be telling everyone I know to avoid avoid avoid.

We had a day where the internet was on and off which is unusual with Plusnet to be fair. When I phoned about it, Zane who I spoke to was very polite and professional, got onto getting the problem resolved straight away and agreed about compensation and arranged a credit of £20. Very impressed with their customer service (and the internet is back on now).

I don’t really know what has happened to Plusnet as they used to be very good, and for a number of years I was satisfied with their service. However things seem to be deteriorating rapidly; despite still being under contract I have been overcharged twice this year alone. I received a refund when it happened in January, but will have to see if I get a refund from this month’s overcharging issue (I have been promised one!) - it’s a shame they can’t just readjust the mistake before taking more money than they are entitled to! The other issue I’m having at the moment is that I have (possibly ill-advisedly!?) renewed my contract - it still doesn’t show up on my account online, so I only have an email as proof. I have rung them a number of times about it recently, and every time the support staff are friendly and understanding about the issue, but unfortunately don’t seem to be able to sort it - apparently it’s a known issue, but if it’s a known issue why not do something about it? Call me funny but I like to see what I’m getting when I access my account to view my contract! So now I’m in a bit of a dilemma, I have about nine days to go when I can cancel without penalty and change providers (probably EE) or do I just stick it out and hope they eventually sort ‘the known issue’, while not overcharging me on a regular basis!?

What a bunch of ……! first they didn’t get Openreach to turn up to a pre-arranged connection appointment, then when they did they gave them the wrong address, and then when they did turn up they couldn’t connect because they had made a mistake over super fast broadband actually being fully installed in the area; this was supposed to part of their complaint remediation process!