Plusnet Reviews 

I have been a customer with plusnet since 2021, had very few issues with the service and broadband until 2023.

Don't believe all the reviews about good customer service, the twitter team are polite and try to help, but ultimately can't do very much, but the telephone customer service is woeful.

My original guaranteed speed in 2021 was 29.4mbs, like I mentioned before we had very few issues so decided to take another contract with plusnet... only this time the guaranteed speed is 21mbs and we were plagued with frequent issues, connections lost, streaming services buffering... we had to switch off devices and pause downloads to be able to stream Netflix... I've never experienced this level of poor service from any of the broadband companies I've been with in the past

I contacted them in January 2023, February 2023, March 2023, July 2023, August 2023, September 2023, February 2024 via twitter via twitter, where they attempted to resolve the issue, with suggestions like "buy homeplugs, that will fix the issue" so I did, bought homeplugs for £55 and ethernet adapters... it did not resolve the issue, the twitter team eventually told me to contact the customer service team via phone and they may be able to waive the exit fee to leave... I should have called them but I was resigned to the fact that I'd have to put up with it until my contract ends and gave up, that was until June 2024, this month... when it had caused so many arguments at home I thought now is the time.

So I called, spoke to a man who was very polite and told me I'd have to pay £57 to leave my contract early, unless a technicians note was on the account, which it wasn't, I asked him if he could check all the correspondence with the twitter team from earlier this year and last year, but he said he would connect me to a technician to try and resolve the issue. I had very little hope from past experience, but I decided to give it a go... that was my next mistake. I was transferred to a person who had zero customer service skills and basically went "we guarantee you 21mbs, you get 24mbs... nothing I can do" I expressed my disappointment that I pay for Internet that I can't really use, she wasn't interested, she said if it happens again, to call... which doesn't really help, since I've contacted 7 times already and get nothing from them.

In future, I will avoid plusnet at all costs and would advise others to do the same... so in the end, they will get another £57 from me to escape this terrible service that I am paying for.

Absolutely atrocious IT systems; can't manage the most basic task like inputting a correct address. Website gives wrong information (my house name is not undefined), so you call, they fix, only to receive an email with the wrong information again. You call again, the fix differently, and they blame everyone but their own systems. Plusnet used to be good, but you can tell BT has gotten their hands on it now.

Awful company with rude staff. Charged me twice when setting up broadband due to a website error on their behalf, delayed my internet installation by 5 weeks and 7 weeks later still not been refunded for duplicate charge despite being on the phone to them constantly. Unhelpful and would never recommend anyone to go with them.

My contract with PlusNet ends next month. I have been trying to get a response from them for nearly an hour without success. It appears that the company does not want my business so I will be leaving.

Had nothing but trouble from plusnet's business customer service team from start to finish. Would definitely not recommend them for any business services.

I am a new customer to Plusnet. I wasn't connected on due day. Phoned customer service. Guy was very polite said internet should be connected. couldn't see why not, would phone back at 7pm. He didn't. I phoned next morning at 8am. spoke to someone else who said it should be ok. He talked me through some procedures, didn't work, said he would phone me back. He didn't. Phoned again and was very lucky to get Jess, who checked, talked me through stuff, was patient, polite and chatty. tried her hardest to talk me through some steps, but in the end, thought it had to be a problem to the house. Said she would phone me back, she did. twice. She got an engineer out to me early the next morning, she was right, there was a problem from the exchange to the house. All ok now. Jess is a credit to Plusnet.

I have been with plusnet for a short time and all is flowing well.The router was a bit held up but who cares.

Failed to deliver router on time.
Failed to give correct information when called to complain about router delivery.
Failed to set up DD leading to overdue payment / threatening emails.

Wish I'd read these reviews first.

Horrific, stressful. Service feels fraudulent. No service for a month and will not refund/compensate. Plus net denied service was down. We were only able to fight this as my partner is a software engineer and asked for times that the service was supposed to be on and the size of data used - kilobytes/megabyte/gigabytes/terabyte. Ask for this information if your service has been down and they say it hasn’t. It will help for complaints to the ombudsman. Plusnet use BT infrastructure in our area and service was down in our village, we were not the only ones. BT are aware that service was down and there was a major service outage which Plusnet acknowledged but now deny this. Generally horrific service. People you speak to refuse to give you their name, charges after cancellations, long phone calls going round in circles, threaten us with evidence against us (we pay for a service not delivered!) Please if you are having the same issues report them to the ombudsman. AVOID AVOID AVOID

Absolute disgrace of a company!

Ordered WiFi with them on the 17th May, was told it would be ready to go and set up by the 27th, got to the 28th and I had heard literally nothing. So I checked the portal and it was now saying the 29th. The 29th came and went and again, nothing. I phoned up to find out what was going on as I had zero communication from them, they said there was an issue with the line because of the old provider and the order kept getting cancelled. They reordered the box and conveniently it arrived within 3 days, however no internet, phoned up for a second time and they said they’d put the order through at this point I was getting stressed because I work from home and was going to be without internet from the 10th June and wouldn’t be able to work! The lady at the home who seemed very nice, but turned out to be completely useless told me she’d “watch my order” well that didn’t happen, shock. Informed me we’d get the WiFi set up before the 10th, she’d made sure of it herself. I really pleaded about how important it was to me, because if I can’t work I can’t pay my bills. I’d given them plenty of noticed with the original go live date being the 29th at the latest. I then received a text message yesterday telling me my go live date is the 20th June!! How hard is it to set up internet?! I phoned them last night, absolutely raging that this had been a complete shambles! Zero communication from their side, they’ve completely screwed me over work wise, all the staff giving me false promises! Completely lost any trust that this company is able to do anything! The man yesterday told me I would be live in the 10th which I have zero hope for. I’ve received no update information or anything, so I will be phoning YET AGAIN today to complain for a FOURTH TIME.

DO NOT USE PLUSNET THEY ARE ABSOLUTELY USELESS AND SHOULDN'T BE ALLOWED TI EVEN TRADE AS A COMPANY!

From Monday I will now be unable to work, unable to earn a wage because they have screwed me over so badly, loads of apology’s which mean nothing as no one has solved the promise. Don’t believe the rubbish when they say “I’ll watch your order myself” I’d hate to think what they’re doing in their offices, but working is not it!

Phoned this morning 8th June and lo and behold the man I spoke to yesterday has done nothing to speed up the process. So the entire conversation was a waste of my time and the countless staff that said “I’ll watch the order myself” was crap. Told them to shove it and cancelled, gone with Sky.

I truly hope their telephone calls are recorded to when people are using them for training they see how much of a complete joke the company is!

I have been a customer of various telecoms suppliers over the last 20+ years and I can honestly say that Plusnet offers by the far the worst customer service of any of them. Billing is often incorrect in their favour and putting things right is a difficult and frustrating experience. Staff are often rude and unwilling to accept that their errors are not my fault. Avoid this company if you can.

This is a review of 10 years with plusnet, at first they were brillient at providing a good service, but things begin to fall apart when I moved address. They deliberately made me sign up to a new contract even though I was already on a existing contract. The new contract was over inflated monthly charge, I could leave because I was on a 2 years contract. Everything started to look dim from there on. They make false promises and never deliver, I would not recommend Plusnet, this ISP gone downhill.

My Router was hit but lightning during a storm and I immediately contacted customer services who connected me to Sue an absolute gem . Sue organised a replacement Router with a 3 - 5 day delivery but low and behold it arrived in 1 1/2 days so I am back up and running. If I could give Sue a score of 10 I would.

Waiting on a Full Fibre install. Since October.... Still no service but what's worse is they've managed to disconnect us not once but twice in the meantime. 38 days without service. And now a second round of no service. Wait for 6th July is the directive.... Joke of a company that doesn't own their issues but blames third party Openreach.

kept getting reminders they were closing down there mobile phone side so aboiut a month before they were doing that i phoned them and cancelled the sim and replaced it with a different company. always paid via direct debit but one month later today i get a final warning letter for £31.20 which would have worked out at about 4 months of sim card cost based i what i was paying.. anyway was just easier to pay it and be done with ..

Having been with plusnet broadband with no real issues for years , recently switched to full fibre plusnet and now my WiFi is absolutely crap , plusnet get out clause is your getting broadband and we don’t guarantee your WiFi will work !! I wish I could give them no stars , horrendous company advise people to steer clear of them

After switching from BT to Plusnet the WiFi no longer reaches to the other side of my house. I live in a 3 bed cottage not a mansion
At midnight every night, like a switch the internet speed drops and becomes completely unusable. It never used to with BT. As soon as I can get out of my contract I will.
I've tried to resolve with the technical department and there's no change
Useless

Avoid at all costs. 2 months to install a line and a box for WiFi to be set up given false dates when Internet is going to be installed then put another 2 weeks on top of that.
Utterly useless company.

You cant speak to anyone, was told they would call back after automated call, still waiting... not worth the money.

My contract came up for renewal and believed I had done so via their link - and a confirmation letter suggested that was the case. Four months later the charge suddenly doubled and our account info said this was because we were out of contract. Looked at the quickest way to resolve this and followed their complaints procedure to be told via email this sort of complaint required a phone call. If this was the case why not make this clear? Then called the number given and after explained at some length to the operative what the problem was he told me he couldn’t deal with it himself. So why was this contact number given ? I was then transferred to someone else. I explained I had renewed my contract so could not see why I had to go through this all over again. The system I was told said otherwise - despite their original confirmation. So started again - but the price quoted was more than on the renewal email they sent. The operative said they didn’t have access to these email offers but could reduce his quote by 10%. So why offer me something on renewal documentation their own staff have no access to? When asked for a refund on the overcharge said not down to him - account would have to work it out! The icing on the cake was to be told when I asked if this included the line rental that they don’t offer this any more, just digital. Why was this not stated on renewal info or by him directly? However when pressed the guy said he could offer this if I entered into a 2 year contract. By this time all I wanted was to sort it so agreed! He seemed completely indifferent - a “take it or leave it” attitude. Shambolic, disjointed and not a patch on what I remembered of them. One wonders if they make it up as they go along! Will wait and see if we get a refund but on the basis of my recent experience not holding my breath. I hate switching providers but unless they improve may have to! Wonder what the next misstep will be as have little faith this is sorted.