Plusnet Reviews 238

“Absolutely Shi”!!!! anyone thinking they’re getting a cheap deal n benefiting as I did, then as stupid as I, no network,
If you rely on a good, supportative network, not this one friends

Customer service non existant, can not be contacted by phone ( always a recorded message saying they are busy ), chat service suspended and no email contact.

Unreliable suppliers with no existing customer service - broadband service not delivered even after 3 weeks from the date it meant to go live - no support just empty promises

Zero stars. DO NOT SIGN UP TO PLUSNET. The advertising is all hype. It's is not simple. No information before the changeover date. Internet suddenly stops working and still isnt working. Support difficult to get hold of, and hides behind 'company policies' which stop them from actually resolving an issue.... that they caused on the first place. They screw up and can't fix it. But you still have to pay from day 1. PLUSNET=A TOTAL JOKE.

Received an email telling me my fixed rate deal was ending and to phone them. Impossible to get through as they could not answer phone etc. When I managed to get them to answer I was left on hold for ever so gave up on 3 more occasions. I am switching to Now Broadband who have a good deal including calls. Just received another email from Plusnet giving cancellation charges for a couple of weeks. Replied to email which has just bounced as they DO NOT Monitor Box. Used to be good but now part of BT they are as bad or worse.

Don’t use this company. They are awful. Debited me for a full months service which never arrived. The router was ‘lost’ in the mail, the CS line had an automated service saying that we’re not taking calls. I had to disable my mobile IDID to get through and waited for an hour and 20 minutes to get through to the instalment team and the issue still isn’t resolved. Plus, got an attitude from all the CS team.

We left Sky for Plusnet in June 2019 as they were offering the same telephone and high speed fibre broadband service, for a lower price. WORST MISTAKE EVER!

From day one we've had nothing but issues with no phone line for the first couple of months, yet they argued that there were no issues with the line! Turns out that they hadn't migrated it correctly. The Fibre broadband drops out hourly, every evening and when we have highlighted this, the issue has never been resolved. Broadband speeds regularly drop so low that Prime video and Netflix buffer frequently and kids constantly complain about connection.
Calling the helpline is a lottery. They claim to be open 8am-10pm on their customer site but when calling up their phone service states opening times are 8-8pm.
Online chat is never in service and contact via the forum is futile with ongoing issues, as they refuse to acknowledge that we have drop outs and have provided line tests that are not consistent with the actual experience. When I've followed up on this, they've literally ignored me after several weeks... 16 months later, still no resolution.
We moved billing forward to 15th from 22nd, in line with payday, to avoid any potential payment issues. It was only actually correct once. Now we get a statement on 15th but they still attempt to take payment later in the month when money is more scarce and I'm constantly struggling or being put on restricted service, when I requested the change in the first place to avoid such issues.

Trying to leave the contract without charges proved an impossible task as that request was also ignored.

Attempting to address all the problems has pushed my stress levels to breaking point. I've literally given up all hope with them, so we now continue to suffer Plusnet until our contract expires.
Roll on December when we can go back to Sky and their superior customer care.
PLEASE DON'T MAKE MY MISTAKE. AVOID PLUSNET AT ALL COSTS!

Appalling!
A year or two ago, after months with the broadband being unusable, and Plusnet doing nothing, I contacted OpenReach, who sorted the problem.
Plusnet then put up my prices, and refused any compensation - in breach of Ofcom's requirements.
At the time I also highlighted security issues with their router, which they declined to deal with.
Recently, I have had more issues and approached Plusnet, and initially they demanded my contact details to prove the account - and with this information, I stated that they were NOT to call me - so they began trying to phone me - so I wrote back and asked for help, but NOT to call me, so they called me - and so this went on - with zero help, and they have now refused communicate, as I have asked for these harassment issues to be escalated and lodged a formal complaint.
I also raised a question about more serious security issues with their router, and they have opted not to discuss.

I wouldn't give any stars, customer service is as poor as it gets. I ordered broadband including a phone line install. No communication about whether install would actually take place on date promised. Chased them up after two 40min non connected queuing calls. Hadn't even ordered the phone line install with open reach. Promised to get back within 24 hrs. Nothing I chase them again, they had a new date but hadn't informed me. Cancelled and have to wait 10 days to get money back which they took the same day as order. Don't believe the adverts they are useless.

I was going to write a negative review after Plusnet cut my line because they thought I had made £0.75p too many phone calls this month. But I see that Plusnet have so many negative reviews that they don't even bother replying to them and haven't done for a few years. Plusnet are cheap - but terrible to deal with if anything goes wrong.

I have been with Plus net for over 15 years and usually have problems at contract renewal and Line Rental Saver renewal. God knows why I stay with them.....Oh I know why, they are dirt cheap. But you get what you pay for...... awful Customer "Service"
On 13th August I attempted to upgrade my existing broadband account from “ordinary” to Plusnet Fibre.
They said I needed a new router so I also ordered a new Router at a cost of £6.99 postage (although I do not believe I need one as I have a new Netgear router)
Almost immediately after submitting my order I received a message telling me what the contract terms were and that the new cost would be £6.76 from 20th August. (I have a Line Rental Saver)

I immediately received an email saying:
***********From: Plusnet Support
Sent: 13 August 2020 11:31
To: XXXXXXXXXXXX@.plus.com
Subject: Your broadband order – Update
Dear Mr XXXXXX,
Account username: XXXXXXXXXX
There's been a problem with processing your broadband order.
Once we've got more details, we'll deal with this and contact you if we need to.
If you've got any questions, please contact us using the Help Assistant:
XXXXXXXX or give us a call on 0800 432 0200 or 0345 140 0200.
Kind regards,
Plusnet Customer Support
Email ref: E0553**********

I also received a message on my Plusnet account page saying: (SIC)
******“The reason given was ‘The modified BAC is not under the same Customer Accounts (CUS) as the original BAC”.
Modify order type:
An attempted move from ADSL 1 WBC to ADSL2+An attempt to change the upstream capping
Please check why the order has been rejected and contact the customer.”**********

I have had no contact to date.
On 28th August I thought I would try to move to fibre again and I tried to register for another Fibre Broadband account (the price had now risen to £11.00 per month).

I received a confirmation email saying:

*********Hello XXXXX,
Account username: XXXXXXXXXX
We've received your product change request and have now started the process of moving your products to:
• Broadband package: Unlimited Fibre
• Contract: 18 months
• Hardware: None
This will change over on 7th September 2020 and your new cost per month will be £11.00. ******

NOTICE the price has now gone up!
Almost immediately after that I received another message saying:

***********Dear Mr XXXXXXXX,
Account username: XXXXXXXXXXX
There's been a problem with processing your broadband order.
Once we've got more details, we'll deal with this and contact you if we need to.
If you've got any questions, please contact us using the Help Assistant:
XXXXXXX or give us a call on 0800 432 0200 or 0345 140 0200.
Kind regards,
Plusnet Customer Support

Email ref: E0553***********

I also received the garbled message as above AGAIN.
(SIC)
*********“The reason given was ‘The modified BAC is not under the same Customer Accounts (CUS) as the original BAC”.
Modify order type:
An attempted move from ADSL 1 WBC to ADSL2+An attempt to change the upstream capping
Please check why the order has been rejected and contact the customer.”*********

Their on-line chat is ALWAYS off line and cannot be used, even by going through “Contact Us” as recommended on the Plusnet customer forum. I have waited 45 minutes on the phone and not been connected.
They have made no attempt to contact me to tell me why there has been no explanation for TWO orders being rejected or as to whether I am now to be charged £6.70 per month or £11.00 per month or as to where the new router has gone.
This company has now got too big and couldn't care less about its existing customers. It just wants to sign up new 'mugs' to fleece.
AVOID like a Corona Virus

Been with Plusnet for 5 odd years never had a problem, untill i was laid off COV19.
could not pay the bill so let it get cut off. got a phone call, we will give you three months free becouse of cov19, what they failed to tell me, was after three months i had to pay the whole amount in one go. not cool, will be moving my contract, when it expires.

PLUSNET was fined £800,000 by Ofcom for taking money from peoples accounts for a service they failed to give.

They are still doing so.

In December 2019 I paid £198 up front for a years line rental and a direct debit monthly for broadband. Plusnet managed to mess up the direct debit -as has happened to many of their customers. I rang to get it resolved and was told it was being dealt with and I would not be cut off. But that is exactly what they have done, even though I am paid up to December.

Chelsea Wild from Plusnet rang on 26-08-20 to say I was now 'out of contract' if I didn't take out a new contract the service would be discontinued. I agreed an immediate Visa payment -which has been taken, to cover me for the month, to be followed by a new 12 month contract. Then they cut my broadband service.
The process has been a nightmare, I have had to have a new username and password and agree new terms. It should have been an automatic renewal in December.

I suspect that by claiming I'm 'out of contract' [no I'm not] and threatening discontinuation of the service, someone is getting commission for setting me up as a 'new customer' instead of a renewal in December.

WHERE ARE YOU CEO MARC ALLERA in sorting out your errant subsidiary? When will I get my broadband restored?

CONCLUSION: STEER CLEAR OF PLUSNET AND THEIR UNETHICAL CONTRACT

Well they did keep 1 promise, We'll do you !
Yes they are good value, as long as you do not need assistance / connecting, then you understand why they are cheaper than most. Most waiting times to get through to the correct department takes on average 30 minutes. We lost all confidence with
'Customer Service' after being promised ? we would have no problems getting connected, well after over 3 weeks the promised date we did eventually get an internet connection. What sums up Plusnet is the lack of organisational skills we had lost orders and when BT (through Plusnet) sent an engineer he was unable to connect us as Plusnet had forgotten ? to place an order.
Use, if you think you will never need to contact - but if you plan for the worse then avoid

Plus Net pride themselves in being the easiest, most customer friendly phone and broadband company in the industry. This is far from my experience - our area had a lightening strike back in June which left us without phone or internet - Open Reach came to do the repairs and informed us our router had blown, so we ordered a new one. Since that time we have transferred to BT who offered us fibre to premises where Plus Net could not - we transferred at the end of July. Imagine our surprise when yesterday 21 August we receive a letter from Plus Net telling us we owe them £65 for the engineer's callout on 27 June as, and I quote " This fault has occurred within the boundaries of your premises and was either caused by yourself, a third party or an agent working on your behalf; due to this an engineer call-out charge is applicable". When I phoned them to ask why we had been charged two months after a lightening strike which was neither our fault, a third party's fault nor an agent working on our behalf's fault, but an act of God, the agent had no words. It was obvious that because we had left them they were trying to find some way to make a further charge to us. After much heated discussion they agreed that the charge was inappropriate and told us they would refund us as a gesture of goodwill - as we no longer have an account with them, it is not possible for them to refund us. What a shambles this company is!

3 months of connection dropouts and à technical support department that can't read/understand their own network logs.
Their only response.."we need to send an engineer out". if the engineer is unable to find a fault it'll cost £65 whether the fault persists or not.
Hold times waiting to speak to any department can be 1hr plus.
If you're looking for a reliable connection look elsewhere.

Great company and very fair but...
I would have given a much higher rating but their referral bonus scheme is seriously flawed.
To achieve a referral bonus your friend has to put your username into the online signup form and eventually you receive your bonuses for as long as your referred member remains a customer. Trouble is it doesnt always work. Ive been chasing them for payment for someone i referred over a year ago. My friend also messaged them
For a while Plusnet said there were problems in their referral system and I would be paid retrospectivly
I never received their payments
When it doesnt work as it didn't for me you have to jump through hoops and pester your friends to contact them to verify and even then it seldom works.
Ive been a customer for a very long time, well over 15 years when they were called Metronet and not happy with the way Ive been treated

I've been a customer for a few years now and have very mixed feelings about them.
My most recent episode was when my BB disappeared a couple of days ago and they were, typically, snowed under with calls.
I eventually got through and got things under way (and received 2 "helpful" message telling my that it is normally my fault and how to fix things when I logged on again today) and was guided through all the checks and told that they'd be in touch.
Nearly 24 hrs later I tired of waiting and eventually got through again when I pointed out that I'd recently seen Open Reach at a neighbour's and maybe sorting his problem out, I'd been accidentally cut-off again. I was told that OR would be in touch, probably within the hour.
4 hours later OR rang to check that I was back up and running OK which I realised that I was.
No messages, mails calls or anything...... possibly because I'd told them who was to blame and how to fix it!!!
Not the best company around.

Thay keep over charging you putting 25% intrested on top wen you told then you got difficult paying it omg

NEVER SIGN UP TO PLUSNET.

WARNING! Do not signup to Plusnet for broadband. They constantly move your speed down below the minimum guaranteed speed. In 12 months they did it between 5 and 10 times on my account. They constantly get the billing wrong. They charge you the wrong amounts on your bills and then try to take the wrong amounts by Direct Debit. When you delete your Direct Debit, because how of they abused the DD, they block your services. They also delete tickets when you complain. Plusnet is the worst ISP I have ever had the displeasure of dealing with. You have been warned. I cannot wait for my contract to end!