Plusnet Reviews 2,105

Hi,I called to terminate the contract with plusnet and they told me that everything will end on 21.10. I received a confirmation email. I waited until 22.12 and after 15.30 I closed my bank account. They are withdrawing the money for a broband on this day . I decided to call and ask for the last bill to be mailed to me to pay. I realized they still have me as a customer.I would like a contact but not a phone because I don't speak English well.

Terrible company.

I had broadband and landline telephone with them.

At a time when the company apologised to me for the landline not working, the company charged me for making phone calls to BT numbers.

As part of the contract I had to have a credit balance on my account for any phone calls I make. We only have the landline so that people can phone us and for my wife to phone her sister in Germany. When I left the company last month, they will not refund my outstanding balance.

They will not pay me compensation for the bad service, even though their website says they will pay compensation for any issues with their service.

Been with Plusnet for 10 years been OK, no issues, but when I moved address the speed dropped from 60mbs to 26mbs , i paid the same amount and they also re set my contract for another 18months , so stuck with them paying £32 a month . Apparently they told me on the day i moved my address over about the new speed , but they told me i would get a like to like service, but I challenged them that I wouldn't of not accepted a service thats was less than half the service if they made me aware ,.. they did send me a email about my new contract but they sent me 18 emails in one day, (cluttered my inbox for a reason I think). Spoke to them several times and offered to pay towards an agreement to leave, but there are not intrested, poor poor customer service. .and I'm stuck with a service that at its best I'm lucky to get 26mbs for multiple consoles in the house ,it's a world if lag . So much about loyalty. Avoid

Plusnet told me my connection of 0.2mg (yes, dial up!) was adequate as I could connect to the internet. Yes, I could but I could not do anything once connected. Loading an email took 7minutes, watching a You Tube would be impossible.
Every time I raises a problem, this was cancelled within a day or two without doing anything. I found out this is because they dont want to pay compensation. They also told me I would not get a better speed anywhere, so I left and they tried to charge me despite breaking the contract numerous times. I now get over 50mg, and a lot cheaper than Plusnet. I would give them no stars if I could.

Absolutely disgusting service - my new service was meant to start on the 26/9/24 however it was in fault due to a engineer wiring it wrong, after numerous phone calls 2 separate engineer visits it was finally resolved on the 9/10/24, I was told I would receive compensation for the time I was without the connection- 2 weeks, then was told they don’t count the first two days or WEEKENDS!!! How ridiculous
Also not received new customer card, have emailed and complained and not even had a reply - for future use I’ll avoid this company like the plague

I had to wait a week for fibre to be fitted at new address although the work had already been carried out for the previous owner,! Router sent to old address!! Still waiting for replacement router. I was warned not to use this company and wished I had listened!!!

5-10% packet loss when downloading at full speed from some content delivery networks. Traffic from CDN servers such battle.net and epic games will make the connection useless until the update or download completes.

Plus net customer service haven't a clue and can't deviate from the script. No one is technically minded, at one point I had to explain the term fibre to the premise.

Customer service cant raise a fault to their network team only do a line test and waste time sending a QUBE engineer that will come see the issue but can't do anything to fix it.

They lie on the phone saying they have reset things and made changes but I have access to openreach line testing through my work and when questioned on what they have done it's apparent it's all talk to get you gone as they can't do anything.

Probably the worst customer service experience I've had. Trying to log a ticket that can be looked at and escalated to the correct team is impossible. They have wasted my time and theirs by sending their in-house QUBE engineer and pretending to do a anything on the phone.

To MOHAMMED, MICK and PLUSNET who I would like to thank so much when dealing with my phone enquiry. Mohammed was so helpful and understanding about my situation, and any company or business who has someone like Mohammed has got a customer relations gem. It is because of his helpfulness and understanding and the help that Mick gave as well that I will also be recommending Plusnet to friends, family and others. Customer Service is so very important and they provided it.

So thank you Plusnet. I have had Plusnet for many years and NEVER had any problems whatsoever. A
more than well deserved 5/5 rating.

I can't understand why so many bad reviews.

I have had Plusnet for around 5 years now and the best provider I've ever had.

Ok I only have the basic package, that's all I need.

I work from home every day, only ever had one issue about 3 years ago, an Open Reach engineer needed to come out for an external repair but communication was great from Plusnet Customer Services and repaired within a few hours - they even offered to pay for my hotspotting.

Always have a signal and never lost, the speed is absolutely fine.

My parents have BT, and despite their loyalty to BT, they are charging them towards £20 a month more than me for the same sort of deal that Plusnet provide.

I called BT to discuss. They then agreed to reduce my parents package by £10 a month even though their contract doesn't run out till January. During the convo BT called Plusnet a 'cheap no frills supplier'.BT are such a rip off to their loyal customers !

In that case I like my cheap no frills supplier that saves me towards £250 a year, has an excellent reliable product with good customer service.

Really bad service on every level and when I went out of contract they didn't inform me and began to take tripple the monthly amount from my bank and then when I tried to switch they blocked my details so I couldn't and when I tried to renew with them they gave me the run around in the hope they could claim the inflated price for a longer period , in any other industry or business this would be theft but this squalid behaviour is allowed with barley a fig leaf of legality .

This Company (pre BT ownership) used to be really good. Now they are beyond dire. DO NOT USE THIS COMPANY. They had no idea how to handle a simple house move where we were using PlusNet and our house buyers were switching to Plusnet. The ensuing debacle left our house buyers (2 x wfh adults plus 2 children) without phone or Internet for 3 weeks. We spoke to sixteen or seventeen people and got a different answer from all.
Finally, out of desperation, I sent an email to the CEO and eventually got most sorted - then they had the audacity to charge me for the 5 weeks I had not used. The direct debit (which they first refunded, then debited again) took 2 weeks to repay and a cheque (really?) for the balance took a further week. Just AVOID. Life is too short.

Everything was wrong from start. Billed before service started. 2 days off work for engineer appts that they never turned uo for. £1000 damage to flooring by engineer who eventually turned up without correct tools. Could get no sense out of Plusnet so cancelled broadband service after 4 days. They sent 2 full years bill. Told them I had only been with them 4 days. No answer, passed bill to a debt agency. Been battling with them for 6 months. Plusnet sent 4 bills with different amounts. Last one £168. Neither Plusnet or Debt company can explain the bill, so have refused to pay. I owe for 4 days only £3.87. They are completely incompetent. Do not switch to them. Swapped to Vodafone. One call, everythings been perfect since April with them.

Plusnet signs auto contracts, charges £3 every year. Prices are a joke, the internet goes off on off on.. stays off. So i have gone onto uswitch and switched to sky. Plusnet are useless. We are not paying £150 just because we have switched. You HAVE NOT stuck to your end of the bargain.. why should we. Useless internet connection.

Awful service. Duped into a contract with a minimum guaranteed speed of 0.9mbps, not understanding internet speeds. For 1 year we have called up and complained as our upload and download speeds are low, but because we were only guaranteed 0.9, we cannot get out of our contract. We were told by an advisor that 'we should have asked if we didn't know'.

Internet is so bad that we use our phones 4g for internet instead and when faster Internet is needed for work, I have to visit friends or family and use their internet.

We are appalled at this experience and to get out of another years contact, they want over £100 from us.

If anyone has any advice for us on how to get out of such a terrible service, then please help!

Cut off my wifi 10days early and can't do anything about it shocking customer service worst I've had to date utter dog poo!!

Joke of a company- DO NOT USE
Booked in 2 weeks ago for WiFi to be installed in my new property. Husband booked day off work for the installation. No engineer showed up, and upon contacting plusnet was informed this was due to a high workload. You cannot speak directly to their engineers - subcontracted to open reach. There is no apology and you are meant to be grateful for them trying to get you a new appointment - with still no guarantee of installation and no offer of prioritisation. Absolutely disgusting service.

Upgraded my broadband, multiple engineers came out, basically slagging each other off saying they didn't know what they were doing (true), disabled the old connection, installed the new one but without testing or seeing if they could (they couldn't), multiple more engineers have since came out not know what they're doing, still have no Internet 2 weeks later, when a lot of the household work from home, this is a disgrace, still no resolution, absolute poop show of a company.

I recently swapped from Virgin to Plusnet, I had an install date booked, I cancelled my Virgin (cost me £75), the router arrived as planned and I was advised my service would be online by 04/09/2024. All good there, no problems!

Then the Openreach engineer arrived, and advised that I required a cable to be installed across my lawn. No problem I said, crack on.

He said I can’t do it, an external team needs to do it.

Oh, okay. What time are they coming? I asked.

They’re not, he said. The earliest they can get here is about 3 weeks.

But it states here that I will be on line today and my Virgin package terminates next week?
Why am I being told this now, I asked?

Sorry. They should have come out and surveyed you he said. The houses on this estate are all the same. I’ve done loads.

I’m the meantime he had removed a box from the wall in the downstairs office, to reveal holes and an undecorated surface and chopped through an old cable and drilled a hole in my wall and pulled a new cable to outside.

I’m now left with an external trip hazard by way of a new cable looped up by my front door, a damaged internal wall and a £75 early termination fee from Virgin. I had no choice but to cancel my Plusnet as I work from home and cannot have a few weeks without broadband.

Plusnet utterly failed to install by broadband in the time frame that they stated and are refusing to come back and remove the trip hazard, as they are saying it was Openreach that installed it, even though my contract is with Plusnet.

I’ve was told to contact Openreach myself to get them to come and remove the cable, or do it myself.

I wished I hadn’t changed. Do yourself a favour and avoid Plusnet at all costs.

rang to query a bill, after 25 mins. on hold got through to the most rude, obnoxious so called customer service assistant I have ever spoken to. After trying to get my point across and find out why I had been overcharged and getting nowhere I asked to speak to the complaints dept. After another 10 mins. on hold was put through to yet another person from accounts who then went on to explain that I had been charged the non contract price, even though my contract still has another month to run but if I signed a new contract I would be refunded, when I again asked why I had been charged the non contract price I was told "that's just the way it is", but as a guesture of goodwill they would credit me the difference NEXT month even though the payment hadn't gone through yet. Needless to say after this experience I will be looking into changing internet providers.

SAVE YOURSELF THE HASSLE. iv had to ring up every couple of months with issues and wrong charges. absolutely appalling.