Plusnet Reviews 

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!

Hi,I called to terminate the contract with plusnet and they told me that everything will end on 21.10. I received a confirmation email. I waited until 22.12 and after 15.30 I closed my bank account. They are withdrawing the money for a broband on this day . I decided to call and ask for the last bill to be mailed to me to pay. I realized they still have me as a customer.I would like a contact but not a phone because I don't speak English well.

Terrible company.

I had broadband and landline telephone with them.

At a time when the company apologised to me for the landline not working, the company charged me for making phone calls to BT numbers.

As part of the contract I had to have a credit balance on my account for any phone calls I make. We only have the landline so that people can phone us and for my wife to phone her sister in Germany. When I left the company last month, they will not refund my outstanding balance.

They will not pay me compensation for the bad service, even though their website says they will pay compensation for any issues with their service.

Been with Plusnet for 10 years been OK, no issues, but when I moved address the speed dropped from 60mbs to 26mbs , i paid the same amount and they also re set my contract for another 18months , so stuck with them paying £32 a month . Apparently they told me on the day i moved my address over about the new speed , but they told me i would get a like to like service, but I challenged them that I wouldn't of not accepted a service thats was less than half the service if they made me aware ,.. they did send me a email about my new contract but they sent me 18 emails in one day, (cluttered my inbox for a reason I think). Spoke to them several times and offered to pay towards an agreement to leave, but there are not intrested, poor poor customer service. .and I'm stuck with a service that at its best I'm lucky to get 26mbs for multiple consoles in the house ,it's a world if lag . So much about loyalty. Avoid

Plusnet told me my connection of 0.2mg (yes, dial up!) was adequate as I could connect to the internet. Yes, I could but I could not do anything once connected. Loading an email took 7minutes, watching a You Tube would be impossible.
Every time I raises a problem, this was cancelled within a day or two without doing anything. I found out this is because they dont want to pay compensation. They also told me I would not get a better speed anywhere, so I left and they tried to charge me despite breaking the contract numerous times. I now get over 50mg, and a lot cheaper than Plusnet. I would give them no stars if I could.

Absolutely disgusting service - my new service was meant to start on the 26/9/24 however it was in fault due to a engineer wiring it wrong, after numerous phone calls 2 separate engineer visits it was finally resolved on the 9/10/24, I was told I would receive compensation for the time I was without the connection- 2 weeks, then was told they don’t count the first two days or WEEKENDS!!! How ridiculous
Also not received new customer card, have emailed and complained and not even had a reply - for future use I’ll avoid this company like the plague

I had to wait a week for fibre to be fitted at new address although the work had already been carried out for the previous owner,! Router sent to old address!! Still waiting for replacement router. I was warned not to use this company and wished I had listened!!!

5-10% packet loss when downloading at full speed from some content delivery networks. Traffic from CDN servers such battle.net and epic games will make the connection useless until the update or download completes.

Plus net customer service haven't a clue and can't deviate from the script. No one is technically minded, at one point I had to explain the term fibre to the premise.

Customer service cant raise a fault to their network team only do a line test and waste time sending a QUBE engineer that will come see the issue but can't do anything to fix it.

They lie on the phone saying they have reset things and made changes but I have access to openreach line testing through my work and when questioned on what they have done it's apparent it's all talk to get you gone as they can't do anything.

Probably the worst customer service experience I've had. Trying to log a ticket that can be looked at and escalated to the correct team is impossible. They have wasted my time and theirs by sending their in-house QUBE engineer and pretending to do a anything on the phone.

To MOHAMMED, MICK and PLUSNET who I would like to thank so much when dealing with my phone enquiry. Mohammed was so helpful and understanding about my situation, and any company or business who has someone like Mohammed has got a customer relations gem. It is because of his helpfulness and understanding and the help that Mick gave as well that I will also be recommending Plusnet to friends, family and others. Customer Service is so very important and they provided it.

So thank you Plusnet. I have had Plusnet for many years and NEVER had any problems whatsoever. A
more than well deserved 5/5 rating.

I can't understand why so many bad reviews.

I have had Plusnet for around 5 years now and the best provider I've ever had.

Ok I only have the basic package, that's all I need.

I work from home every day, only ever had one issue about 3 years ago, an Open Reach engineer needed to come out for an external repair but communication was great from Plusnet Customer Services and repaired within a few hours - they even offered to pay for my hotspotting.

Always have a signal and never lost, the speed is absolutely fine.

My parents have BT, and despite their loyalty to BT, they are charging them towards £20 a month more than me for the same sort of deal that Plusnet provide.

I called BT to discuss. They then agreed to reduce my parents package by £10 a month even though their contract doesn't run out till January. During the convo BT called Plusnet a 'cheap no frills supplier'.BT are such a rip off to their loyal customers !

In that case I like my cheap no frills supplier that saves me towards £250 a year, has an excellent reliable product with good customer service.

Really bad service on every level and when I went out of contract they didn't inform me and began to take tripple the monthly amount from my bank and then when I tried to switch they blocked my details so I couldn't and when I tried to renew with them they gave me the run around in the hope they could claim the inflated price for a longer period , in any other industry or business this would be theft but this squalid behaviour is allowed with barley a fig leaf of legality .

This Company (pre BT ownership) used to be really good. Now they are beyond dire. DO NOT USE THIS COMPANY. They had no idea how to handle a simple house move where we were using PlusNet and our house buyers were switching to Plusnet. The ensuing debacle left our house buyers (2 x wfh adults plus 2 children) without phone or Internet for 3 weeks. We spoke to sixteen or seventeen people and got a different answer from all.
Finally, out of desperation, I sent an email to the CEO and eventually got most sorted - then they had the audacity to charge me for the 5 weeks I had not used. The direct debit (which they first refunded, then debited again) took 2 weeks to repay and a cheque (really?) for the balance took a further week. Just AVOID. Life is too short.

Everything was wrong from start. Billed before service started. 2 days off work for engineer appts that they never turned uo for. £1000 damage to flooring by engineer who eventually turned up without correct tools. Could get no sense out of Plusnet so cancelled broadband service after 4 days. They sent 2 full years bill. Told them I had only been with them 4 days. No answer, passed bill to a debt agency. Been battling with them for 6 months. Plusnet sent 4 bills with different amounts. Last one £168. Neither Plusnet or Debt company can explain the bill, so have refused to pay. I owe for 4 days only £3.87. They are completely incompetent. Do not switch to them. Swapped to Vodafone. One call, everythings been perfect since April with them.

Plusnet signs auto contracts, charges £3 every year. Prices are a joke, the internet goes off on off on.. stays off. So i have gone onto uswitch and switched to sky. Plusnet are useless. We are not paying £150 just because we have switched. You HAVE NOT stuck to your end of the bargain.. why should we. Useless internet connection.

Awful service. Duped into a contract with a minimum guaranteed speed of 0.9mbps, not understanding internet speeds. For 1 year we have called up and complained as our upload and download speeds are low, but because we were only guaranteed 0.9, we cannot get out of our contract. We were told by an advisor that 'we should have asked if we didn't know'.

Internet is so bad that we use our phones 4g for internet instead and when faster Internet is needed for work, I have to visit friends or family and use their internet.

We are appalled at this experience and to get out of another years contact, they want over £100 from us.

If anyone has any advice for us on how to get out of such a terrible service, then please help!

Cut off my wifi 10days early and can't do anything about it shocking customer service worst I've had to date utter dog poo!!

Joke of a company- DO NOT USE
Booked in 2 weeks ago for WiFi to be installed in my new property. Husband booked day off work for the installation. No engineer showed up, and upon contacting plusnet was informed this was due to a high workload. You cannot speak directly to their engineers - subcontracted to open reach. There is no apology and you are meant to be grateful for them trying to get you a new appointment - with still no guarantee of installation and no offer of prioritisation. Absolutely disgusting service.