Plusnet Reviews 2,105

What a terrible experience, I had been a customer of theirs for years, I changed provider and they emailed me saying the owed me £19.39 and sent me a link to another company for me to fill in my bank account details for a credit ( as I had stopped my direct debit to them). I duly filled in details and waited as I had been told it would take several weeks for it to show on my bank account). Nothing happened so I phoned them, and after waiting 45 mins I got through to someone who said they would write.me a cheque and post it to me as the link to the other company would only work once !.
A week later I had another email saying they had already sent the credit to my bank so ther would be no cheque coming.I told them I had checked my bank and I have never received the money, they said leave it with them, they would phone me. Nothing happened so I rang again and they said I would have to send them a copy of my bank statement , I said why should I ? they said so they could contact my bank them selves, I said well contact them you know the details I've been a customer of Plusnet for years.No they need my bank statement, I said no your not having it, as I didn't trust them or their outside company.I don't see why they should have all my personal banking details.
So the moral of the story do not trust Plusnet, when you leave them you get robbed. Stay well clear of this company, they must be stealing millions of pounds from their customers who never receive their credits ! Paul Ward

The customer service interaction regarding an ongoing fault is appalling.
They email you with the fault and ask you to advise on any changes, but there is no way to reply or interact and talking to the bot is a waste of time.
You can call, if you are prepared to wait forever on the phone, or message via X, assuming you are on X
Total garbage customer service and will not be renewing at next opportunity to switch 👎

Signed up for full fibre in May 2023 and advised would be installed within 2 weeks. Then had various appointments booked from 13 June onwards - with no shows, incorrect confirmation of installations and more and it wasn't finally installed until 13th July. I was promised compensation both for the 3 days I had to wait in all day and the 30 days of late service. Having waited and waited for this compensation (and chased and been fobbed off) I chased again and they claim that they don't keep records from that period so are paying a fraction of the compensation - don't bother go with a company that cares about customers.

No problem with the Fibre Broadband and home phone service BUT inept Customer Service in respect of sorting missing £50 reward card. Signed up in December and part of the deal was the reward card. 3 months on and despite 4 different team members and over 3 hours on the phone dealing with the issue, still no reward card.
Excellent service is the promise made in the pre-recorded spiel. Not true, based on my experience.

Been on Arran for three days with no landline phone and no Internet. Plusnet stated on Monday that it would take up to 72hours to solve the problem. Still waiting, you can't rely on this company.

Bunch of clowns, customer service non existent no internet for 3 days lied to about when the service would be back, promised a return call from a manager twice but didn’t get one, foreign customer service personnel that I struggled to understand when asked for an English speaking employee non available, then eventually told no compensation for loss of service, don’t believe the pathetic adverts saying how good they are , my experience they are terrible.

I had a horrible experience with Plusnet and would NOT recommend them to anyone. They advertise a 14-day right to cancel, but what they don’t make clear is that this starts from the day you sign the contract, not when your service actually goes live. In my case, they scheduled an engineer more than two weeks later, meaning by the time I even had a chance to test the service, my cancellation period had already expired!

When the service turned out to be unreliable, they refused to let me cancel without charging me £154 for the engineer visit and adaptor. This is completely unfair – how can I know if the service works before it's even set up?

On top of that, their customer service is unbelievably bad. unhelpful staff, and zero accountability. I have no idea how this company operates with no proper monitoring of customer care.

Avoid Plusnet at all costs!

I dont understand all the negative reviews. I switched from virgin media who were always impossible to get through to. Customer service at plusnet is fab, really easy to get through to speak to someone and they are beyond friendly and helpful. My Internet speeds are just as advertised and the installation was really quick and easy. Thank you :)

Absolutely terrible internet provider. At the end of my contract I got an email with a bailiff threat and £120 bill. Plusnet customer service was terrible at resolving the issue. (The account wasn't in my name although I was an authorised user on the account and I was able to pay the bill, I wasn't able to officially close the account even though the contract had ended. I called months in advance to warn plusnet we were changing providers, that the account holder no long lived here and we had no contact with the account holder etc. I was told there wouldn't be any issues as it was the end of contract and I wouldn't receive any further charges after our last payment in December 2024)

Despite all of my best efforts to communicate far in advance with plusnet they were terrible. I had two emails of bailiff threats, I was told different information every time I spoke with customer service and I was advised at one point to just not pay the bill as it wasn't officially in my name and let the original account holder bare the bad credit and bailiffs. There was no attempt at any point from plusnet to reduce the bill or meet in the middle. Even when the contract officially finished they continued to request payments for 2 months, which is standard when the account holder doesn't inform them of cancellation of contract but I was not informed of this when I told them about the close of the account. I had called them several times to tell them we were moving providers and the account was closing.

In the end we had to pay the bill to avoid getting the debt collectors sent and also adding further money to the bill. I have put in a complaint with the financial ombudsman.

They are the worst and on top of this their internet is terrible and patchy. Do not go with plustnet!! Pay a bit more and get a better service.

Over the last couple of weeks the internet connection has continually dropped out. I will be changing providers as soon as this contract is finished. I would go before but refuse to pay them an exit fee. only a couple of months to go. Part of BT i suppose I should have expected this rubbish service.

Internet keep cutting off. This is my 5th time I had issue with broadband within 2 years.

Appalling service from Plusnet. Over a month from initial installation date and still no fully working broadband. Story goes -
Early Jan during the snow I had an AM appointment to fit cables. Phoned at 10.30 to say they couldn’t get the van out of the drive so weren’t coming
Mid Jan an engineer turned up with an appointment, had a look and decided they needed a hoist to do the work and went away
Around the 20th, while on holiday an engineer, who hadn’t made an appointment phoned from outside my house. I told him I was on holiday, that I was back on the 6th Feb, could they book to come after that date. He said he would and went away.
30th Jan had another call from another engineer from outside my house. Again no appointment. We agreed he could do the outside work in my absence and they would come back to do the internal fixing at a later date. 5 mins later he phoned back to say he couldn’t do the work as he needed a hoist ! I said I was back on the 6th could he organise to come back with a hoist then
10th Jan engineers reappeared without hoist as they weren't sure one was needed! Organised for a hoist and finally made the connection at 7pm. Tested broadband but low speed and intermittently dropping out. Said might get quicker, phone if no improvement - which there wasn't. Engineer came back 11th Jan and still low speed. Turned out Plusnet had sent another customers router which was configured incorrectly. Phoned call centre who said they would send another on 3 day delivery and my broadband might get quicker anyway, and that the 300Mbps promise is only for wired connection to the router. Currently getting 40Mbps intermittently. Also that I couldn't email my complaint (only write a letter!) so decided to write this review. I now have no promise on when I will have the promised service and no great urgency from Plusnet to sort out the problem even after a 1 month wait. Deeply regret moving from my existing supplier - absolutely not worth the saving

This review is based on a particular service from Plusnet. My lovely daughters decided to buy me an Apple Watch which was to be an aid should I have a fall. Unfortunately it turned out to be quite an expensive present for the recipient AKA Mother. It wasn’t compatible to my current I.Phone so new I.Phone had to be bought. Next my mobile provider Giff Gaff isn’t compatible to the I.Watch so new SIM card supplier needed by recipient AKA Mother. Anyway my Broadband supplier Plus Net had real people answering real phones and the two young men who dealt with me were patience personified. Everything was explained and sorted with good humour so it’s definite thumbs up for these two young men and if this is the quality of service to be expected from Plus Net then it’s thumbs up to them as a company.

Always very easy to contact by phone. Sort out problems quickly. Call Open Reach when it is necessary; I have had a new cable from the pavement to the house put in. I was also gratuitously supplied with a new router to help with the number of other users in the area. The bandwidth Is now consistently higher than I was guaranteed. I have used them for years And they have maintained their high standard throughout.

So no postives to be said just pure negeatives. So if they fail in service its fine they allowed to get paid for doing a terrible job, but if we question there lies an failings we forced to wait. Are all UK customers being scammed by greedy capitlist? Capilism needs a cap. Lie to sell contracts then dont legally upheld

Plusnet (BT owned), has stopped supplying static IPs without any warning, which resulted in shutting down all my charity sites.
They demanded over ninety pounds to end my contract so I have to stay another year!
They previously added charges to my forced 2 year contract anyway.
Now an extremely heartless service, that has cost charities around two thousand pounds a month.
After contract expires will never use them again!
I now have to find and pay for another ISP that offers a static IP.
The comic advertiser, should think about his own reputation, because those ads will not do him proud..!
As nature exemplifies, we all reap what we sow?

Plusnet customer service not fit for purpose
It's over two months since the first engineer tried to upgrade us to fibre, something like seven engineer visits, all we get from customer service are uninformative emails, garbled voice messages to a landline we dont use despite specific requests to use my mobile and promises the case will be escalated a month ago which has achieved precisely nothing

A hole New level of Bad Service
After two years of being with plusnet I received an email saying that my contract was coming to an end and that unless I moved to a new contract my service charge would go up about another £22 per month. To my huge regret I was too quick to oblige and now I find myself embroiled in the biggest nightmare I have ever had with this type of company. They sent me a new router and charged me £49 for an engineer visit. A week into sending the engineer i was realised I no longer had a landline and that i was also being send bills for both accounts (they never really closed the previous account but just added a new one). When I first called I was told that the old account would be closed emmidiately and that I would be reimbursed the money. That evening when I got home I realised that I had no service at all. I called them again and I was told that the service would be reinserted emmidiately although it could take up to 24 hours to start working. After two days with no service I called them again and this time I was told by the person who answered the call that I would be passed onto a different department. I was put on hold for 56 minutes after witch the line was just cut down. I called again the following day and that time I requested the call to be logged as a complaint due to the lack of resolution I had achieved with the previous calls all regarding the same problem. I was told that a transcript of the call was already created and it would be sent by email. The person then said I needed to be put on hold as she needed to pass me to someone else and surprised, surprise the line was put down again. Needless to say, no transcript was ever sent.
After three weeks with absolutely no service nor a refund a tried to switch to sky. Emmidiately I received a text from Plusnet saying that my account was closed and that a £40 would be refunded (mind you I was charged £66 not £40). I then decided to check my bank account and realised that Plusnet had 3 different direct debit orders open so I emmidiately cancelled all of them. After nearly a month with no service I am convinced that plusnet blocked the switch because I then received a text from Sky saying that "I had cancelled the Sky engineer visit" (which I never did) and hold and behold! I then received another text from Plusnet asking forwarded payment. I called them to enquire about the request for payment. They asked me for £150 to close the "new" account which in fact had never really delivered a service. Surely they are the ones who should be paying me for breaking the agreement instead of me paying them.
I really worry that if this type of malpractice becomes standard and people do not complain then other companies will feel inclined to pursue the same tactics under the radars because surely it's more profitable to just receive money with no expenditure at all instead of having to actually do something and only then receive payment. It is seriously bad that things like this are happening.

Looked at some of the 1* reviews but I can only comment on the service that I personally received! Had an issue with our internet connection as a result of Storm Darragh. Managed to get through via phone reasonably quickly. I can honestly say that they were amazing and sorted the problem out in a truly professional manner and the two agents that dealt with us were top class. Patient with us (they needed to be, we're pretty hopeless with technology) and extremely knowledgeable. Well done Plusnet!