Plusnet Reviews 238

I am very disgusted with the incompetent and poor customer service, I have been waiting hours in the queue to speak to someone, much background noise, laughter and the lady hung up on me. Spoke to Tommy who interrupted several times, said they had no complaints manager and I need to send evidence to show I am having issues with my sim, unable to make calls, send texts or receive incoming messages or calls, no data, paying for a sim I cannot use, been told I am going to be charged £60 for termination fee even though I am not at fault. No option to make a complaint. Will be going to the ombudsman.

I've been stuck with this awful Internet provider for over 12 months, router regularly disconnects and reconnects around 20 times from around half 6 till late into the evening. Obviously this makes gaming, watching TV or anything that requires a constant connection impossible. Problwm is they did this to me last Christmas too, all internet gone for a week over Christmas, please save yourself the hassle and choose somebody else. I'm in a virgin area and can't wait to give notice on this contract.

Made the mistake of signing up to a new contract with plusnet and they cancelled it 2 weeeks later. Two hours on the phone with a patronising and unhelpful "support" service and they still couldnt tell me when they might get it back. Someone was supposed to phone me about the so called support service, they didnt. Still dont know when I'll get a new service as they say 10 to14 days then say in the next breath it could be longer. And absolutely no help to someone with no knowledge of mobile broadband, how to set it up or how much data to buy.

Genuinely, I have had to speak with plus net a few times about various things. Each and every time the people have been incredible. I've had to leave them due to having to suddenly move house but I will 100% be back! Keep it up plusnet!

8 days without broadband. Technical and customer support is useless. I had to chase for updates and received no practical help or support. Do not use this company.

Tried to obtain broadband as have always been pleased with mobile. They sent text saying delay and would I ring? Spent two whole days trying. Thursday rang at least 5 times, min 20 mins. No one replies. Have just tried to cancel broadband via mobile number and spent almost an hour. I give up. Have sent letter to be signed for informing them I do not want their broadband

Plusnet have been a good provider for me for a number of years, but over the last 4 months i've experienced a spotty, unreliable connection and some dropout of service.

Due to long delays in addressing the issue they offered a 30 day cancellation FOC period, which was extended due to continued issues with the service. I appreciate that they honoured this offer, and have always found their customer support team pleasant to deal with.

About eight or nine years ago plusnet were difficult to contact but in the last few years they’ve improved. When you get through to a technical support customer they’re very helpful and solve problems quickly. They can be quite supportive. They could do with improving their billing mind you but overall they are doing well.

I've used Plusnet for my broadband for about a year now and I've found their service to be consistently good. The services offered are competitively priced and having had to call (freephone) tech support on more than one occasion (owing to a dodgy BT phone line), I've always found their technical support to be both knowledgeable and reasonable, ie they don't just walk through a predetermined and often irrelevant checklist but actually listen to what you are saying and treat you like an adult!

I know we can all get a little tetchy when our comms gives us problems, but having worked my way through many ISPs down the years it seems to me that Plusnet are trying harder than most to get things right.

If I had to voice a gripe it would be that (unless you make it part of your deal), landline phone calls are expensive. I very rarely make calls on my landline, but when I have to it can hurt a bit! Regular landline users would definitely be better off paying a bit more to get them included in the monthly fee.

I manage my mother's phone and she was moving out. I asked for the service to be cancelled on a certain day and it was not. I had to make several calls to find out what was going on with the cancellation. I rang this morning and spoke to a rather rude women who said it was Openreach who do the cancellations and not Plus net. They seem ok when you setup the service but when you try and cancel it then it becomes a nightmare and it is not the thing I need when I have other things to sort out with the move

Beware of reward cards when you sign a contract with Plusnet. It is a bait to attract new customers, as later they find all kinds of excuses to not honour their promise.
On the 28th of July 2022 I signed a contract with them online. It was clearly stated there that there would be a reward card of £75. The card was never received.
On the 25th of August I called about it and was told That the card should be received the week after. It was not.
On the 5th of September I called again. I was then told that the card was being processed and that I should hear from them by the middle of September. Nothing happened.
I called again today, 22/09/2022, but was told that there was no card linked to my account.
The contract was for unlimited fibre extra, with unlimited UK & mobile calls, monthly line rental and a wireless router. Now they find all kinds of excuses not to honour their promise. Beware!

There are reasons why customers stay loyal to companies. Easy to reach, comprehensive support is one of them and particularly important to me. Today I got my new fiber modem, typically had the layman issues to get it up and going, but a quick call to the plusnet help (sorry I don't recall your name) and had the expected guidance needed to get things sorted. She clearly guided me along I was soon up and running. I had another query about my account, passed me to her colleague who went through things with me and he explained things clearly then gave me a £15 discount for being a loyal customer and I'm a happy bunny with no intention of switching to another supplier. Some companies just do it right and this is one of them.

I cannot shut this account. I have moved overseas and everything I have tried - facebook twitter trust pilot etc etc doesnt work. I have left a shocking review here. The only option is to call them on an 0800 number which doesnt work from OS. They keep sending me threatening and abusive letters.

Update:
I eventually had to go to OfCom (which was very easy). They found strongly in my favour, and here's their verdict of the "Award Winning CS":-
I will require Plusnet to provide a goodwill payment of £*** and issue a letter of apology in acknowledgment of the inconvenience caused. I will also require Plusnet to maintain its offer to refund the call charge of £*.**.
If you accept our decision the following are what Plusnet will do to put things right.
Resolution 1: Provide Mr Baker with a goodwill payment of £*** for the shortfalls in customer service.
Resolution 2: Issue a letter of apology for the inconvenience caused.
Resolution 3: Provide a refund of £*.** for the charged call.

PlusNet sent an appropriate letter of apology and a cheque, quite speedily.

I am now a customer of Vodafone Broadband.

I have been a PlusNet customer for over a decade. They used to be good. On 16 August, I was billed for a big call supposedly made from my landline on August 10, but no such call had been made.
Neither did I recognize the receiving number.
I am in Kenya with my wife where we have been since the end of June.
We left our house with all phones disconnected and batteries removed.
All doors and windows were shut and locked.
We have the only keys to the house with us, and have never given the keys to anyone , ever.
When we received the bill it caused us a great deal of stress, as the most likely explanation which we could think of was that the house had been broken into.
I had to make two international rate mobile phone calls to my friend who then drove to my house to check that all was OK.
The property was as we left it, everything locked and intact.
I asked PlusNet for an explanation, refund and compensation for the calls, lack of service, hassle and stress it had caused us.
Their only concern was to ensure by any means, fair or foul, that they and/or their agents were not at fault, that the problem was mine and that I had to pay what was billed.
They did no investigation at all.
Eventually, it was I, not they, who found out that BT had moved a telegraph pole and messed up the whole area.(by ringing my home number I got a neighbour) My number then being at a neighbour's house.
I informed them of this, but they still did nothing.
I asked them to take it up with BT, or even phone my number and talk to the neighbour to confirm what I was telling them, but neither were done. They made two "offers", which they claimed was goodwill, and I quote :-
1 "As a gesture of goodwill, I have offered to cover the call charge with a credit as a one-off but would be unable to offer this should any future calls be disputed." In other words, any further incorrect calls would be charged and I could not challenge them"....their idea of goodwill and fairness.
2 "We are able to send an engineer out fairly quickly (usually within 48 hours) to rectify this matter however the engineer would need to gain access to your property if it is reported on your line."
What an offer to make when they knew I was in Kenya and the house was locked.
It is beyond me why the engineer needs to get into my house.
They took it apart and re-built it from outside at the pole, so surely they could correct it from the outside at the pole too.
PlusNet still take the attitude that I must prove 100% that there is/was a fault, but of course, there is a very high probability that BT will have sorted out the mess before I return, so then they would pay no re-imbursement for my international calls, the wrong calls nor compensation for the hassle they have caused.I am asking for about £20, they will lose me as a customer which will eventually cost them thousands. A simple phone call to BT would have proven that there were several faults at that post.
They prefer to sit tight and do absolutely nothing but wait and hope BT sort it all out before I return. (the neighbour had reported that she has my line to BT and there will be a fault log.)
They contradicted themselves when they wrote finally :- "You are absolutely right, the probability of the fault still being apparent by the time you return home is very low". Faults such as this do not just go away.
So how can that statement sit with their insistance that an engineer must have access inside my house to fix the fault.
If BT have fixed the fault, then an engineer visit to my home after that will conclude that there is no fault and there has never been a fault and they will refuse any re-imbursement.
I have written to Philip Jansen, but unsurprisingly, received no response.
It is sad to see what was an excellent company go to the dogs.
I can no longer recommend PlusNet and will be moving to a new supplier shortly.
It's worth paying a termination fee to get away from PlusNet. I totally agree with Simon about the obstructive CSC Agent.
Better the devil you don't know!

To Mr. Bisma Shah,

Reference number: 226442056)

Thank you for your email finally accepting my Contracted Right to my £70 Reward.

I have Completed the necessary Form to Activate this Claim and sent the email.

I personally have never heard of Blackhawk who you say administer the £70 Reward Card for Plusnet.

Very SADLY ...

After reading some DREADFUL REVIEWS about BLACKHAWK, I am now SERIOUSLY WORRIED about whether I will ACTUALLY Receive This £70 Reward
inside 28 days of my Plusnet Broadband Activation, as stated in your email.

So, can you Please TAKE CARE of THIS PART of Plusnet's Deal with Myself - Personally yourself - as I have NO CONFIDENCE in actually Getting My £70 Discount - which was the MAIN REASON I Contracted with Plusnet Broadband In The First Place.

from
EH
Manchester

I applied for a 25gb £10 per month sim only deal by filling out the form online. I filled in every text field correctly, including my bank details. I get to the end screen and was told that my request has timed out and to try again.

I try 2 more times, each saying the same thing.

I ring support, and they tell me that i filled out the address incorrectly and then hang up on me.

I then ring complaints and they tell me that actually, the address wasnt an issue, they claimed that i filled out the bank details wrong 3 times, when i clearly didn't.

I ask to file a complaint and they said they couldn't because I don't have an account.

I ask for a deadlock letter as advised by ofcoms website and they refused due to not having an account.

This wasted hours of my time, each time being blamed, or being told completely incorrect information.

This company needs investigating. Their sign up, support and complaints are unfit and their customer service overall is shocking.

Three weeks ago I changed my mobile provider to Plusnet. My number was transferred (ported) to them but have got it stuck in their system and are unable to connect it. It has now been over 3weeks without my phone. I have called customer services almost every day, they cannot help and despite numerous requests will not escalate my case to management nor will they give me an email address or telephone number for their complaint dept or head office. I’m at my wits end

Never had a more disappointing level of customer service. Plusnet took £72 for installation from me and then took 6 weeks to tell me that they could not actually connect my service! They allowed me to cancel at that point and promised to repay the money in 4 to 5 working days. 1 month later they had not done this. Not only that, they took 1 month's Billing from my account by DD despite my not even having an installation!! When I called to chase the refund they told me they could only repay me by Cheque which I refused saying I had already waited a month and that they should refund the card I paid with. They then escalated this to a billing team promising that it would be sorted and refunded in 3 days. 4 days later they called to say that their billing department had refused and that I had to wait for a cheque!!! Avoid Plusnet at all costs. Cheaper, faster, more reliable services, with efficient customer services out there.

Four stars for reliability of connection and two for customer service; but minus three for their new pricing policy of changing your customer contract to include a compulsory annual price hike of inflation PLUS a few per cent more!

Not sure who they think they’re fooling, but moved to Zen - who have been brilliant, and much more reasonably priced - as soon as our contract was up.

Bye, bye, Plusnet.