Plusnet Reviews 

Upgraded my broadband, multiple engineers came out, basically slagging each other off saying they didn't know what they were doing (true), disabled the old connection, installed the new one but without testing or seeing if they could (they couldn't), multiple more engineers have since came out not know what they're doing, still have no Internet 2 weeks later, when a lot of the household work from home, this is a disgrace, still no resolution, absolute poop show of a company.

I recently swapped from Virgin to Plusnet, I had an install date booked, I cancelled my Virgin (cost me £75), the router arrived as planned and I was advised my service would be online by 04/09/2024. All good there, no problems!

Then the Openreach engineer arrived, and advised that I required a cable to be installed across my lawn. No problem I said, crack on.

He said I can’t do it, an external team needs to do it.

Oh, okay. What time are they coming? I asked.

They’re not, he said. The earliest they can get here is about 3 weeks.

But it states here that I will be on line today and my Virgin package terminates next week?
Why am I being told this now, I asked?

Sorry. They should have come out and surveyed you he said. The houses on this estate are all the same. I’ve done loads.

I’m the meantime he had removed a box from the wall in the downstairs office, to reveal holes and an undecorated surface and chopped through an old cable and drilled a hole in my wall and pulled a new cable to outside.

I’m now left with an external trip hazard by way of a new cable looped up by my front door, a damaged internal wall and a £75 early termination fee from Virgin. I had no choice but to cancel my Plusnet as I work from home and cannot have a few weeks without broadband.

Plusnet utterly failed to install by broadband in the time frame that they stated and are refusing to come back and remove the trip hazard, as they are saying it was Openreach that installed it, even though my contract is with Plusnet.

I’ve was told to contact Openreach myself to get them to come and remove the cable, or do it myself.

I wished I hadn’t changed. Do yourself a favour and avoid Plusnet at all costs.

rang to query a bill, after 25 mins. on hold got through to the most rude, obnoxious so called customer service assistant I have ever spoken to. After trying to get my point across and find out why I had been overcharged and getting nowhere I asked to speak to the complaints dept. After another 10 mins. on hold was put through to yet another person from accounts who then went on to explain that I had been charged the non contract price, even though my contract still has another month to run but if I signed a new contract I would be refunded, when I again asked why I had been charged the non contract price I was told "that's just the way it is", but as a guesture of goodwill they would credit me the difference NEXT month even though the payment hadn't gone through yet. Needless to say after this experience I will be looking into changing internet providers.

SAVE YOURSELF THE HASSLE. iv had to ring up every couple of months with issues and wrong charges. absolutely appalling.

I rang plus net to ask for my expartners details to be added to the broadband bill as we have jointly lived at the address for ten years. I asked for my details to be removed as I am no longer living at the address.

I was told they can add my expartner but they cant remove my name. They stated the only way my name could be removed is if I paid £158 early cancellation charge.

There is eight months left of an 18 month contract. I asked if it would automatically renew in eight months time. They advised that when the 18 month contract finishes that it then goes into a roll on package with plus net so I would still be a customer. They have advised that the earliest I can cancel that is two weeks before. So now I am going to have to wait eight months in order to cancel it. I asked them to check this with a manager as it just doesn't seem right. A few minutes later they said they had spoken to their team manager who said this is the process.

Every other company I have rang to make bill changes has been able to make modifications within seconds at no charge.

I gave the name of my ex partner in order to have them added. The name is quite common but they asked me to spell which I did. I was then sent an email advising they have been added to the bill but the first name is spelt incorrectly. This is just incompetence.

Usually great customer service. However, my contract ended, when I tried to renew I was told they don't do phone lines. Spent a couple of weeks researching VOIP alternatives. Contracted ended and now cost me full price for a month (almost double what I was paying).

I found a VOIP service to use and called PlusNet to change to Broadband only. Now this sales person was able to include a phone line with my package, at a good price. So I have wasted some time and money, hence a star is lost.

Historically however, PlusNet have had great customer service, with knowledgeable staff and no long hold times when calling them.

Shame they don't do Business contracts any more, because BT is not only a premium price, but awful service and apps that hang up on customers.

I ordered Plusnet on 26/07, but didn't have it installed until 23/08. The speeds I am receiving have been awful and well below the 2 previous providers, yet Plusnet generic response is it must be environmental factors etc with WIFI, strange how they were only present for the Plusnet router. I was then told I had passed the 14 day cancellation period as this is from date of order, so even if you order a product that is complete rubbish, you can't cancel. I then tried all the generic broadband troubleshooting and have spent 3-4 hours trying to fix, but to no avail. I told plusnet this, but they don't give a toss. Don't touch with a barge pole, look elsewhere.

Appalling in both accounting and installation departments. Unable to install service at my address as there was a problem which they said would be resolved by an engineer. Engineer they sent tried to explain the problem to them but it fell on deaf ears. As there is now no installation - I tried to get back my advance payment of £44.99 but they said they had no record of this payment. They said the onus of proof is on me to prove by bank statements of this payment. I sent the bank statement over and still - no refund of my advance payment. Appalling service at every level of this operation.

Spoke to a very professional man called Tom who talked me through my options
I’m now getting Wi-Fi that is 4 times faster and £10 cheaper

We have been with Plusnet for a few years now and whenever there was an issue it was dealt with straight away. In fact THEY actually called US to say that there was a problem with our broadband. It turned out that the cable to the house was faulty. Openreach changed the cable and the issue was solved. Just called Plusnet today to look at our end of contract options. A very professional chap called Adam helped us through the whole deal and needless to say we are now much better off. I cant beleive that there are so many negative reviews of Plusnet on this site. I'm sure that the vast majority of their customers are more than pleased with the service they have no need to do a review.

Credit where credit is due, I have recently had to place my mum in a carehome. She was 4 months into a 12 month contract, rang Plusnet to try and cancel the contract explaining the situation.

The guy at Plusnet could not have been more helpful he cancelled the contract without any charges then sent a confirmation email expressing how sorry he was regarding my mum and the contract had now been ended.

It's a stressful time and Plusnets help was greatly appreciated.

Was a customer of Plusnet years ago and recently moved back after leaving BT supposedly to a faster package Full Fibre 300 from the Full Fibre 100 I had with BT. The connection was awful from the moment it switched. Speeds were slow. It constantly dropped off especially on video calls and there were parts of the house where I kept getting messages saying I had no connection. Awful. I had no issues with BT’s FF100 so expected this to be far superior. I called to cancel within 5 days of the swich activation only to be told your 14 days cool off starts from the day you sign up not from the day the broadband service starts. After more fuss than I should have necessarily had to make, they’ve switched me back to BT. Had BT not been their sister company I would have had issues leaving (or early termination as they described it) so I had a lucky escape. All in all, an awful connection which is a shame as I really used to like them. Don’t pay any attention to their upload speeds either. Mine was constant under on the download but they told me otherwise.

Great service. Staff are really helpful and the price of the package on offer is excellent. Installed quickly and without fuss. Speeds exceeded those published. Recommended

The worst service ever, and cancellation fee of 260£. deducted more amount from my account couple of times.

Ofcom is preventing Plusnet from applying mid-contract price rises relating to inflation (CPR) + 3.9%. So the greedy Plusnet fatcats who can't keep their snouts out of the trough are going to charge £3 per month extra, which is likely to be even more expensive. They can't be trusted. Shop elsewhere, I say.

Poor wifi, poor customer service

My experience with Plusnet has always been positive. I have always found the people on the phone helpful and polite. Recently a fault occurred on my online account where I was getting an error message. I tweeted a DM to Plusnet and got a phone call the next day stating they had checked out my account and had recognised the problem and would be fixing it that day. I think that’s really good. And efficient! Well done Plusnet! The problem was fixed by the next day and they also kept me informed via Twitter (X). I am impressed.

I joined plus net and it was great until my financial situation changed. I had a debt of £80 and I phoned explained the situation and that I had a new job and I could pay at the end of the month. They said they could only wait to the 10th of June but I didn't get my first pay check until the 28th. They have now sent it to a debt collector and added an additional cancellation fee and the debt collection company wants £330. Talk about kicking a guy when he's down. Awful company

Can't even get in to any part of their website CAPTHA does not work 10 different CAPTHA Screens select the appropriate squares and brings up another again and again it goes on. Can't get in can't renew - make a complaint to OFTCOM, oh no you can't because OFTCOM don't deal with individual complaints - Or Plusnet are paying OFTCOM