Plusnet Reviews 2,105

They upped the price after our first month, when we were tied into the contract. Internet connection wasn’t good either.

I have recently renewed my contract with Plusnet for Broadband and line rental. I was not given clear information when I renewed and have now been told I am being charged pro rata until my new contract starts. I have also been charged more than my contract fee for a few months this year. I used the Complaint form on the Plusnet website. The person who replied had not read my complaint and did not answer my questions. I now see my "Question has been put on hold till 5th December" with no explanation and still no reply to my questions. I have been with Plusnet for years because , up till now, I found the service offered and customer service was good. I am very disappointed with Plusnet regret renewing with them.

All I wanted to do was close a pay as you go mobile number. Three months later they are still trying to bill me for this even though I have been promised on numerous occasions that it would be closed. I had to pay for two months use otherwise they would forward it onto a bayliff company. They are totally incompetent and I am sick of trying to deal with them. When will this be resolved? God knows!

I have been a Plusnet customer for over 5 years and the service is OK. We have what the UK considers "Fast Fibre" with 72 MBps and landline (I had half that speed with full fibre to the hpuse 20 years ago overseas!). I am now being offered an "Upgrade" to Full Fibre (which does not include the 65 year old copper cable from the street box to my house!) So I pay £37 now and I will lose the £12 landline as they are being abandoned, to be offered a £25 FULL FIBRE package at the SAME SPEED! So I gain NOTHING but lose the landline which is still useful. I have a home wired and wireless network that can handle 1GB speeds but only other providers seem capable of higher speeds of 100MBps+? Not impressed. Please try harder. If I go to full fibre to the home I want real benefits like 5-10x speed increases.

I had a second home for sale which could have taken 2 weeks or 2 years to sell in the current housing market. I had just renewed my contract as it was due and hadrecently left SKY broadband to move to Plusnet at my main residence as I was really impressed. This, unfortunately, is no longer the case. Plusnet have charged me £156.00. Other providers of services have been very understanding. Apparently, Plusnet have a blanket approach. Absolutely disgraceful. Nobody can afford to write off this amount of money. Plusnet should be able to look at the circumstances and not just have a 'you've signed the contract - tough' approach. As soon as my contract expires on my permanent residence, I will definitely not be renewing with Plusnet and make sure everyone I know doesn't either.

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.

We had a similar experience as JK writes on Sept. 15. 2023.
In preparations for a major move, we arranged on 1st Sept. 2023 (by telephone) for the Plusnet connection to be moved on 19th Sept. 2023.
The date of move which was documented by the Plusnet employee was wrongly 19th August 2023!!!!
Given that one is advised to plan a move 4 weeks ahead, we had no suspicion of this mistake.

8 Emails are sent in short succession.
In only ONE of these emails (not first or last), the date of transfer of service is stated. This is not even in heavy type.
None of the Emails require a confirmation that details are correct before the process is started.
This is not acceptable! Plusnet needs to review and amend their process to include a step for confirmation required by the customer!

On the following Monday, 4th Sept. 2023, we were faced with no internet, then no telephone. Completely cut off. We were promised a Wireless box, which never arrived, as it is apparently no longer available.
My Mother has an emergency call button, which needed replacing as it relies on a telephone connection.
With all the official things needing doing before a move and added complications of downsizing & selling, we were left struggling with no landline, no internet and not even a useable mobile signal.

The complaints department were helpful but that didn't help us. Plusnet were not able to get us connected again.
The consequence of the mistake made was inexcusable.

The whole situation cost us so much additional time, stress and anxiety - it made mine & my mothers life unnecessarily fraught & stressful in the final weeks upto the move, meaning we were not as ready as we should have been. The experience was awful.

As a result of this experience we have managed to change my Mothers provider, but that was anything other than easy. We are now keeping an eye open that no extra charges for leaving will be charged. There should not be a leaving fee, Plusnet owe us compensation for what they caused us!

NOT RECOMMENDED!

I have many things to post regarding the depletion of service since July 31st and the B######s that Plusnet have come out with since that date
when they happily signed me over to EE allowing them to debit my bank account for 2 months without providing any sim or service! On contacting Plusnet they told me it was nothing to do with them and told me and gave me a number to contact EE,an invalid number.I did not receive reimbursement from EE until late September!
EE IS WORSE THAN PLUSNET IN BR POSTCODES though plusnet HAD been fine until some messer f####d up my service on 31st July.
Plenty more to post,,,,I'll be back

Chelsea Wild from Complaints Department has been absolutely wonderful, competent; empathetic; diligent with a wonderful work ethic and total respect for the company she works for.

I took out a contract with Plusnet on 23rd August 2023. Within 2 weeks a technician came to install a socket in my outbuildings but it has taken weeks for Openreach to dig up the pavement. PN have now started missing update deadlines. No one can give me any idea when the work will be completed. Do not use Plus net

Garbage internet. Garbage support. Avoid

So wish I had read these reviews before I moved to Plusnet. Appalling service. Because THEY made a mistake I cannot have the contract I signed up to and paid for in August. Yesterday -They want me to accept a more expensive contract with lower broadband speeds!!?? Today - No, I can have the lower monthly cost, of the contract I signed up for, but not the higher speeds in my contract. The call handler who signed me up in August did not process the switch correctly and I have lost out because of it. THEIR incompetence has cost me and I am angry about this. It cannot be changed/undone (BT/Outreach issue) An avalanche of emails, and a letter about someone moving into my home, to deal with. They cancelled and uncancelled my phone line, for example, in four emails on the day I contracted to switch to them. Call handlers who promise to call you back and don't. Now in limbo with a decision to make, because of their incompetence, when I thought everything was settled. Don't go there!

Awful experience.

Requested house move as we experienced a large house fire.

Both work from home and been 4 weeks with failed attempts at reconnection and initiation of new service.

Offered a service that no longer exists hence first week delay.

Then another week delay as they forgot to cancel the original order for the new “active” product.

An absolute joke of a company. Customer service via message service and departments that don’t read notes or communicate with each other.

No way to contact management.

Going legal to ensure compensation fully secured.

Seems to be the trend of many businesses in the UK to operate this way.

Avoid with a passion.

Switched to plusnet broadband in May 23 from BT over the usual pricing horse trade - BT wouldn't give me the advertised 'new customer only' deal, so I thought I would make the switch.

Final installation took place on the 8th September 2023, 3 months 5 BT engineers visits later.

Final connection to the house caused some damage to my fence line - plusnet told me that I need to speak to BT directly, quickest route and now BT are refusing to speak to me as I am not longer a BT client...... Well I was when they damaged my fence.

I am stuck between BT / Openreach / Plusnet and they are all tied together as the some outfit.

Plusnet customer service are helpful and polite enough, so maybe the one star was harsh, but they are fully reliant on BT who are completely incompetent.

Feel free to read my full review on BT

Switched from John Lewis Broadband over to Plusnet when John Lewis Broadband ceased, because I was told it would be the simplest option (they're the same provider after all). But instead of switching me over, they just cut off my John Lewis account. Left me without internet for 10 days before finally setting up my new Plusnet account. I was initially promised I'd get £9.33 per day in compensation for every day I was without internet. They're now trying to fob me off with: firstly a month's free broadband as a good will gesture (worth a pitiful £24!). I said no so then a different advisor said £5.40 a day because it was logged as a fault rather than a loss of service (which it wasn't). And now I'm endlessly waiting for a call from a team leader to tell me if they're going to honour the original £9.33 I was originally promised. But when I rang up again today the advisor said 3 days will be deducted because it was just a fault (which it wasn't!) and apparently the team leader may not call me for another week and he's apparenrpy the only person in the whole company who can resopve my complaint. This company is a an absolute joke. Would give 0 stars if I could.

Terrible company and really bad customer service care! Only got our plus net modem on 31st august and it’s not working to the full and we tried to cancel and have been told we are not allowed even though there is a cooling off period !!!

I left Plusnet in June 2023 (via PAC code), but issued a credit note to my account, instead a refund. I have indicated a refund is more appropriate, as I cannot make use of a credit if I’m not longer with your company.

I hope that Plusnet have provided a positive experience for some of their customers. As is plain to see on here that's not always the case.

I'm here because I'm at my wit's end. I have never had any issues before with taking out a broadband contract on a new property. I may have had to wait a week or so. Have I ever been waiting almost 3 months and still have no broadband? No, I have not and yet Plusnet are knocking it out of the park on that score.

I have had many install dates. If you're anything like me then you will have read a few of these reviews and wondered if they're real? I don't know about those but this one is 100% true.

The latest install date was today. Openreach issues etc had held them up. Read the other reviews for more information about that particular nonsense. I had waited two weeks from the previous promised install dates only to find out that today is not the day either. Why wasn't it? That's because the last person to put in my order with Openreach had used Plusnet's automated ordering system. That was a big mistake, apparently. However, I could rest assured that the latest person to place my order had done it manually. I informed them that the last time I had the "oops" conversation with someone that they had placed my order manually too. Or, at least,so they said.

When they called me to explain their latest mistake I was told that my issue had been escalated to the Customer Assistance Team. Level 2, if you like. Not accessible by just anyone. I informed my CAT person that the reason I'd managed to get in touch with them was because when I called earlier to ask about my order I spoke to someone who was a friend with someone in the team. The people who pick up the phone at Plusnet have no access to the CAT team. They can't escalate anyone. It was just luck.

So why stay with them? Well, it has taken so long that my cooling off period has cooled off. I've now got two years of this. I'm hoping to experience Plusnet broadband before the end of the contract but I'm not holding my breath.

Appalling service to put it mildly!

With very rare exceptions my internet cuts out every day, sometimes more than once, plusnet have confirmed this to be correct and yet have told me that until it cuts out at least 4 times daily they will not consider looking into it or undertake any form of repair! I should not be paying for a service that they do not provide!

SO glad this awful company are no longer going to supply mobile services - I now HAVE to change to a better supplier. I can't find anything positive to say about Plusnet