Plusnet Reviews 2,105

A bureaucratic nightmare. Terrible communication and are charging me for a service they have not installed yet. Home all day for an engineer they never sent round and have already been waiting two weeks for internet to be installed. Really really unhappy with the service.

Plusnet claim to provide 'excellent customer service'. My 90 yr old, visually impaired, hearing impaired father who relies on a fall alarm connected to the phone will have had no service now for 4 days and 1 night. The internal team can't contact their own welfare team. Agents give out conflicting information, a promised visit did not take place, despite my father sitting by his door fur 5hrs, and I've had to call 5 times to find out what is happening! 'Excellent customer service'? That's a lie!

Absolutely hate this company. They make out like they are so friendly and down to earth in their ads, you're with them for years, then it goes one month over your contract and they charge you nearly triple what your original price was. Unreal. Plus the service and speed is rubbish.

Left plusnet approx. 6 months ago and I am still getting harassment emails regarding outstanding payment even though there is none. Have supplied all details apart from account number or banking details as no longer with that bank and do not recall those details now.

Plusnet will not entertain removing my details or stopping the emails even though I have a message from one of their agents confirming that nothing is owing on the account and that the error will be rectified.

This is a joke of a company and do not know how they have the temerity to advertise on TV that they have the best customer service.

Was told Plusnet broadband would enable me to watch UHD movies on my new TV. They lied. Even their engineer who tried to resolve my issues said I’d be better off with Virgin Media as this is what he used. They mis sold my service so I cancelled my contract and now they say I owe they over £300. Their promises mean nothing. AVOID!!

Mis-sold with a pack of LIES!

I told the member of staff that I had 3 booster boxes in my house from last provider (BT) and that I need reliable Wifi for medical devices & EV charger. Switch happened on Monday and no signal! Telephoned Monday evening and was told a manager would call me...... Nothing! Great that I am now sleeping on the sofa close enough to the router for medical device to work!

Signed up foe 24 months contract at £23.49, first bill =£26.53! also they sent me a £30.00 gift card that I can't activate as they say my login details don't match. Tried to change my password, they say they have sent an email,,,,,NO EMAIL. Why do they do this? do they like bad reviews?

I have lost connectivity with most of my devices due I believe to router issues. Additionally I have lost my landline connection to facilitate a faster speed. I have signed up to a two year connection.

I’m surprised to see so many bad reviews about Plusnet. I’ve been with them for both mobile and internet/landline for about ten years and have had no complaints about them in that time. Their call centre is UK-based, my calls to it are always answered quickly, and the staff invariably helpful and friendly. I was alarmed when I found that the mobile service was being transferred to EE but was assured that nothing would change. Since the changeover a few months ago, service has continued as before.

Before joining Plusnet I phoned the company and was assured my contract would NOT increase in price between months 2 & 24. Therefore I took out a contract for 24 months, only to find after I had paid for my first month that they would indeed increase my monthly fee every year. If I had known that from the beginning I would have stayed with Sky. Now they want me to pay to get out of my contract but as far as I am concerned I was misinformed from the start and why should I have to pay for their mistake. I am still only on my first month. Never again.

I receive Adsel Internet from Plusnet.
The service ix dreadful.Low rapidly changing speeds.
I've tried all thd usual hacks to increase speeds to no avail
The reason I believe is the cheap router supplied by Plusnet.
Can't wait till my contract ends.

Despite being given a start date for my broadband seven days ago and repeated calls all I am being told is to wait another two days. Still no internet. In addition they took my initial payment twice and I have not had a refund for the extra payment. Was told it was quicker just to cancel than complain as complaints take five working days. Wish I had never swapped to them

I have been a long standing and loyal customer with Plusnet and always been pleased with their service.
However since 2nd Jan I have had no connection for various reasons and they have shown a complete lack of interest in getting the situation resolved. I have spent hours on the phone trying to get someone to do something but they are just like a brick wall. I have told them that I will be looking to terminate my contract at the end of this and they seemed quite happy with that. What a shame, I can no longer recommend this once helpful company.

This review is in no way related to the Plusnet Staff or Openreach Engineers who have attended my property, I have found the engineers to be very polite, helpful and keen to get the job done. Likewise the staff on the telephone at Plusnet are very helpful and respond quickly.

The problem is the system and lack of communication between the internet service provider (Plusnet in this case) and Openreach.

Following the end of my contract with the previous provider BT, I browsed the internet to secure a new full fibre broadband contract, Plusnet had good reviews and my address was accepted following the initial coverage check. The initial agreed installation date was the 27th October 2023.

Further to numerous visits to the property and local network cabinets by various Openreach engineers the issue was found to be that no suitable full fibre equipment had been installed in the roadside cabinet, the service was finally operational on the 11th January 2024.

This has cost me holidays from work plus extra out of contract costs with BT who were my previous provider.

More transparency is needed from the service provider at the point of sale, whether the correct equipment is installed on the network or if not what potential delays could occur. Then the customer can make an informed decision whether to wait or shop around!

I am informed that compensation is due for the delay, I will be pursuing this with Plusnet.

I recently problem with my download speed, it was less than 1Mbps rather than the usual 4-6 Mbps. I contacted Plusnet about it, they did some tweaking at their end and it did improve over 2-3 days. The person who dealt with me arranged a date and time to call back to check it was all ok and to discuss the next step as my contract was coming to an end in two weeks time and give advice about going over to Fibre. Two weeks have gone and no follow up call, Plusnet did have a good reputation, but not anymore in my eyes.

Today I seen when using the internet it was running slow I went onto the website booked a call back I was called back in around 15 mins spoke with Michael who was so helpful very personal fixed my issue in like 10/15 mins would highly recommend.
Great being able to speak with a uk contact centre

I have been with this company for years and most of the time have been satisfied with them. Not any more. The products are not bad and reasonably reliable but their pricing is both high and rather underhand. I started my 2yr contract paying approx £33/mth. The company hiked this to £39/mth not long into the contract. I'm stuck with this now until next October and will face a penalty charge if I leave before the end of contract. This in my book is fleecing their customers. As of end of contract I will be off to a company offering fairer prices and shorter contracts.

atrocious customer service, complains unresolved for months, having to involce the ombudsman

After leaving their mobile service (due to their closure of the service) they are still emailing me, nearly two months after I have left, asking me to transfer to another provider.
In addition, the have not refunded the overpayment, that they took from my bank account, even when they new that I had left when they completed my final bill calculation.
When I discussed these issues with them; it was clear that they had not closed my account.
I was told that it would take a further 10 working days to receive my credit refund (i.e. 2 months after it was due).