Plusnet Reviews 238

I was with this company when they were excellent, in the days before BT took them over when I feared the worst. Since then the standard of service has markedly declined, and I have experienced considerable difficulty with customer service, billing, failure to implement past commitments and poor responsiveness or unfathomable answers to complaints. They also offer new customers or leaving customers much better deals than existing ones. I know this as I am leaving them soon for pastures new having finally decided I can't stay with a company so careless of its existing customer base. It's a shame how far they have fallen.

Pay £26.99 per month for ‘Unlimited Fibre Extra’ for supposed average 66Mb, BUT HORRENDOUS, AT BEST 20Mb in the odd spot, MOST OF THE TIME BUFFERING NETFLIX with poor quality viewing all times of day..... PLEASE DON’T SIGN UP TO THIS COMPANY I’LL BE LEAVING AS SOON AS CONTRACT ENDS. (Had sky broadband year before at the same address, this was always really good speeds but Sky just put there prices up so I looked for a new deal)

A drunk driver took out the BT box at the end of the road. I phoned Plusnet from my mobile and they were great, really helpful, sent me a refund to buy 4G data, sent me update texts when the service was back on. Really easy to contact, nice to speak to Brits who know what they’re doing. Can’t recommend enough!

My former broadband provider. Absolutely terrible service and they're part of BT so no wonder!

I've just chosen a new deal with another company and I can't wait.

Plusnet customer services is abysmal. I joined them in March and paid for line rental saver(LRS), I was then charged £159 early termination! Trying to resolve they misscalculated the refund and then corrected. My contract, with LRS, is £3/month but they insist on charging £15.99. I have spoken to then, messaged them on twitter which they have failed to reply to. Finally, I have written to them but not received a reply. They've not done me proud!

Extremely poor service. A rip off and shambale. Slowest speed, constant breaking down and extemely poor customer service. Would never recommend it.STAY AWAY

Lost broadband signal. Phone queue too long (I think about 15 mins) Operative (Jason I think) was first class. Fixed the defect in one call and then called back two hours later to be sure the fix had worked. Very good.

Hopeless ! AVOID finally left them, slow, unprofessional 3rd rate service. Couldn't wait to leave them, they lie and are completely inept an mess up everything they touch.

They took hours of my time trying to fix standard broadband. They then advised upgrading to fibre with a 7 day time frame for this. Having ordered it they now advised over 2 weeks for activation and just left me hanging on the phone for more than hour without coming back to tell me why.

Signed up with PlusNet at the beginning of the year with their gift card offer. No issues to begin with but all stated when my router didn’t turn up until 4 days after my activation date. Put this down to Covid issues. Finally came and all seemed well until I didn’t receive my gift card. Attempted to chase this up by phone, email and on their customer forum. Appeared I wasn’t the only one and there were hundreds of others all in the same boat. Since then have been back and forward with them over messages and they refuse to issue this to me although I have sent countless amount of evidence of the offer still being available both in their own site as well as others and the tv. To add insult to injury my broadband doesn’t even work. Disconnects and drops out more times a day than it connects and is utterly impossible to use even for simple applications like WhatsApp or Facebook. Ideal when your child is trying to homeschool and you are a Single parent frontline key worker already struggling with the current situation. Well done Plus Net

Beware Plusnet bearing gifts.
I'll keep this brief. I recently chose Plusnet, via Money Supermarket, instead of two other providers, all of whom were offering cash vouchers to entice new customers.
Having agreed to join Plusnet I was told by a Plusnet pre sales rep the £75 voucher would be available within 7-10 days of going live. Indeed Money supermarket told me that once the service was activated I would be issued an email which I'd have to reply to in order to claim my voucher.

Fast forward almost four weeks and three lies from various Plusnet employees and the voucher is nowhere to be seen. The latest conversation ended with yet another representative telling me it would take another thirty days before I received the MasterCard voucher.

I have contacted the Ofcom Ombudsman who tell me I must wait until Plusnet issue an admission that we've reached an impasse. Needless to say Plusnet have no intention of doing so.

So if you're thinking of joining Plusnet because of a financial inducement, I'd suggest you look elsewhere.

This is a five star review for openreach engineer MARCIN CZAJKOWSKI. There is no review of the rest of Plusnet service. When our internet failed MARCIN Was sent By Plusnet to repair it. He worked tirelessly all morning, refusing to give up or accept 99% as good enough. He isolated and repaired multiple faults and is a credit to his employer. Thanks mate.

Plusnet fined £880,000 for billing former customers. Plusnet, a BT owned company, has today been fined £880,000 by Ofcom for continuing to bill more than a thousand ex-customers. That was 2017, they now persecute and rip off vulnerable, disabled and unemployed people with excessive termination charges and refusing to allow paying by installments.

#1 for Ripping off

Was impressed by the customer care, quick access when you call or even email. But there ends their good part.

Connection is bad - basically the router is substandard. I connected my new TalkTalk router to PlusNet and that WiFi was much faster and better reach than PlusNet’s.

When I had to move I was presented with £100+ moving bill. Or had to switch to a plan than cost me £10+ More monthly.

I cancelled. I’d rather pay another company for the service they provide than continue to be ripped for substandard connection.

Joyson.

They provide phone and broadband service to us for 24 months. The internet and equipment was a bit slow but bearable. The problems started when leaving them.

They messed around terribly, continued to charge
me after I'd left, refused to refund me, and went on to lie multiple times. This has gone on for 4 months so far without any resolution. Really disappointing. And the fat pr*ck on their tv adverts just annoys me now.

Giving this company a one star is giving them some credit, it’s only because there are no minus stars. We have been a Plusnet customer for ten years, paid every bill every month and changed over to fibre approx 12 months ago. The salesman said it would increase speeds all round the house ( we live in a rural location ) and would be far better. Since then we have had terrible service, with the system working sporadically, speeds of less than 8 and countless engineers visits all to no avail. We have complained to Plusnet on so many occasions I have lost count. In “ lockdown” we have had three engineer visits alone each temporarily fix the problem for it to breakdown again.we have had the internal telephone point changed and had a new router issued from Plusnet, but still sporadic service. In one conversation with a customer complaints operative at Plusnet I said that I was going to cancel my direct debit to them unless they sorted it out, his reply was “ I don’t blame you”. We have paid every month for a shoddy service, but as soon as I stopped the direct debit, they reduced our service we have received emails from them apologising for the delay in rectifying the fault on 17/6/2020, yet when I once again complained about the system not working, the operative stated no contact had been made with them since May. She said that I needed to pay £35 to reinstate the supply, even though it wasn’t working correctly and they had reduced the service. I quite rightfully questioned this, to which I was just told that is the way it is. I refused to pay for a service that,( by theIf own admission wasn't working correctly) and a service that they had reduced.
This morning I awoke to find all supply cut off including the main phone line, as we have limited 4 g and mobile coverage which only works on WiFi calling, basically we have been blackmailed into paying the disputed fee. The phone coverage is vitally important I am disabled, wheelchair bound after an accident, I also have complete kidney failure, being on dialysis three times a week and other medical issues that at any time means my wife may need to call an ambulance, last year this happened at least five times.i feel that Plusnet have endangered my life in there utter incompetence in sorting the main problem that has been on going for at least 8 months, in that time we have paid every month. Under duress I have therefore been blackmailed into paying for a service that is insufficient at the best.
SHAME ON YOU PLUSNET, YOU ARE NOT THE SERVICE THAT YOU ADVERTISE TO BE

Okay, so Plusnet are offering a £75 cash-back reward for new customers. Great! I sign-up, but wait, something isn't working, I can receive incoming calls, but can't do outgoing. Also, my internet signal keeps cutting out via ethernet.
I phone Plusnet, and the tech supprt agent begins with the usual steps of protocol: 'could you please connect the router to the master socket, and we'll begin testing'. We will call you on the mobile for the results. I get a call back after the test is completed, say 20mins later. 'There seems to be an issue but we cannot identify where it is between the junction box and your line, we will have to send out and engineer, will you except charges if fault is within your premises? Me: is there another alternative to get my phone line fixed and to avoid paying £31.99 for 'faulty' service? Plusnet: No, but we are confident from all the tests that we have conducted that the fault is cause outside of your property. Me: ok, I don't like it but it is my only option. So, the Enginner comes out, conducts the test, and it turns out that he cannot conduct the test as the new router Plusnet sent me is faulty. Enginner: 'yeah well, these internet service providers have a habit of sending faulty router to cstomers, people will complain, they replace them but not diagnose the fault, but send them on to the next fool' and if the customer doesn't complain, then then it is win win for them. I don't suppose you have another router I could use by any chance, do you? Me: I have another. (otherwise the engineer would have had to come out again, and since I have a faulty router within my property, I would be charged, and a second time if a similar fault occured). Engineer conducts his test as I provide a working router. This results in him taking the plate exposing the master socket, and then the whole master unit from the wall cavity. There is deteriation and erosion on the components from the weather. Deep within the wall cavity. Engineer: Yes, if I was to report this, you would be liable, but as you did not cause the damage yourself, you won't be charged. I asked him to assure me of this several times, which he did confirm. Now, first of all, such equipment, whoever issued by should be protected of such weather troubles, as this is a common fault. But as well as a dodgy router as a new customer, I was issued a cheap and nasty socket PRONE to deteriation without the assistance of its user (me). Before knowing this, there was no reason for me to tamper with that area in the cavity, but now to avoid charges, I may have to access the new socket to apply some water proofing for the socket to avoid further issues, and then I would be liable and rightly so for any damages occured during. Anyway, no matter, Plusnet decided to charge me anyway, the engineer did not write a report in my favour, and suddely my cash-back rerward is reduced to £10 as Plusnet tried charging me £65 for the cost. Though I was not responsible. Instead their argument was, we have proof that the engineer said blah blah blah, (but I don't as a customer), their word against mine. I argued with them for being so unfair, especially trying to drain me of my funds during to Covid issue, not only that, but they included it in my monthly charge of £31.99, so I had to pay £96.99, so that if I didn't in time, my broadband speed would be slowed down until so as ransom, and my credit rating would be affected, especially if I refused to pay, and then it would be passed on to a debt collector, as the monthly bills would grow without a service. Absolutely appalling. I eventually got the fee lifted, BUT I feel so ashamed having to pressure them in not doing so. This is the impression I am left with, like they were making a point of doing my a favour of actually lifting a charge that was't to exist in the first place. Absolutely digusting tactics from internet service providers. They is no morality anymore and integrity from these evil companies, as their excuses these days are 'well everyone else is doing it, so why not'. This is the level of intellence within their negotiation tactics. They probably have it engraved on a plaque in their call centres to remind their customer service agents that this is their 'carefully applied' policy!

Very poor service and very poor customer service.

Broadband dropping out again this morning and every morning have phoned them over 10 times now. They're not bothered, wireless interference they say but still take your money each month. Guess i'll have to leave one star ratings every time the broadband drops out so i can be not bothered too!

Amazed there are so many negative reviews. After an absolute dreadful experience with TalkTalk( worst customer service EVER!), I chose to sign up with PlusNet (they were recommended by my brother) And wow! What a difference to TT. Everything explained very clearly and kept informed every step of the way. Whatever they said happened. After 17 days, from first contacting them, my phone line has been installed and connected, WiFi is up and running and, as a new customer, I'll be getting £50 back! So for me, so far, definitely 5*.