Plusnet Reviews 238

I have been emailing (+ messages on X ) PlusNet team have not Resolved Final payment
as no money is owed. Nil balanceAccount:
“kircicegi”
Not a Standard AI response from X again !
Contract ended 31/10 PN’s Final “overdue payment” £33.55 in advance for Novas billing date is 20/11 -as if no one in a National giant Co.’s accounts can resolve this request with a “nil balance”account, “Plus-Net’s stalemate stance” continues with no relevant response to my request to pay , with messages to X ,several emails to Plus-Net ;I keep unnecessarily repeating myself !
Having cancelled ,I can not set up new d/debit as the request has to come from PlusNet
I have requested Bank details so I can pay from PN account,which is Payment Blocked ,as my account is not in debit ,I do not owe money!
This Undesirable situation ,generated payment , “unresolved” continues after 4 years as PlusNet customer lacking in empathy and good-will from a giant National broadband co. Received Questin , Case no , responded but no resolve!!I
“Account I have not been able to pay will be passed onto Collection Agency “ is a hostile threat !! I Will be do not Recommend Plus-net as this ordeal is time consuming , unproductive and unnecessary

Have disabled daughter.her service periodically goes down.few days ago i lost all form of communication with my daughter as plusnet BB failed again .I rang them also discussed the increase in monthly DD TO twice what is was before end of contract. Negotiated new contract at lower price and stressed how important reliability was because of my daughter being disabled. They gave date for new service/contract to begin .engineer checked on day said all well. No it wasn't,my daughters system now been down 2 days .turns out we now have wrong hub.i enquired day before if we needed new hub was told only if system not working again. Called them today second day NO SERVICE. advisor said we have wrong hub. We have a Zero Hub require no 1. Will take 2 working days to recieve! Recd txt following fone call, said new hub will be sent out no 2.hub ( not 1 as was told)
Why didn't they realise existing hub was incompatible.they claim a new hub was sent to us 1 yr ago!! Really? Funny that recd no word of that nor a new hub
Same old story passing the buck with every advisor spoke to. So will now shop around for new provider new deal.totally unacceptable.no accountability.politeness dOes
NOT compensate for inefficiency.

Sent 2 mesages to Support and have received NO response

Update on my post “you have to read this !”

OMG what do I have to do to get this company off my back ?
Not only did they open 3 …..yes….. 3 accounts. Because no one could get things right, took £100 in 3 weeks out of my bank account, it took 3 months to get it back after constant phone calls to them , sent a BT engineer to an address 80 miles away to connect my broadband, never did connect my broadband after waiting 3 weeks without it, sent me an offensive email telling me to ‘clean my house as the BT engineer didn’t feel comfortable working in my home’ what the ???
No BT engineer came anywhere near my home !!! Clearly that email was meant for someone else 🤷‍♀️ how rude !!!
Imagine someone with a mental health issue. That kind of message could tip them over the edge.!!
Just when I thought I’d got rid of them I got a debt collection agency letter saying I owed them £13.10. It would be funny if it wasn’t serious.
I’ve never had bad debt in my life. This could seriously damage my credit rating. And I certainly don’t owe them a penny.
So the battle begins again with this company to get this removed.
I will never ever recommend this company to anyone. “ we’ll do you proud “ logo is a joke. Beware !! I’ve never come across such an appalling run company.

I would not give Plus net 1/2 a Star as it has gone from the best provider to the worst in history and the only one for the price has gone up for the worst service ever . Everyone should get any other net work as Plus net is new the last one you should go for .

It's gone from being one of the best providers to the worst since its joined EE /BT the speed has dropped dramatically and after several calls and visits from open reach a month later nothing has changed. Other than the price Shocking service

Completely currupt using multiple platforms to Harras plus uses police to enforce it's manipulated contracts forefront of discrimination war against the public. Cover up cowboys.

I changed from SKY broadband to Plusnet as SKY unfortunately made a mistake in increasing my monthly cost. What a mistake, the wi-fi that you get with Plusnet is atrocious! It transmitted to just two rooms and everywhere else we had to switch to data usage? I tried to cancel and was asked to pay £230 termination fee (the ten days cooling off is from the time of your order) it takes at least 10 gays to arrange for the installation so it’s a real con. I complained and and was given a £30 discount to purchase a Wi-Fi booster, which cost me £40? The booster has made a slight difference but nowhere near as good as we had from SKY, which covered every room. Now any WhatsApp service is rubbish, FaceTime is rubbish, downloading takes ages and the only thing working is my direct link via Ethernet to my TV and that can sometimes give the dreaded wheel of waiting. Great customer service, useless product that I’m stuck with for 24 months

Foolisheshly I was not checking my emails I receivced from Plusnet each month presuming they would look after me since I had been with them for around 18+ years and never missed a payment.
I checked my emails today though and found my contract was up in June last year so without me realizing they had increased my monthly charge from £32+ to £54.39 a month for a 70mb connection!.
In December they created a new two year contract without me knowing.
I have called them today, and they said I had agreed to a Full fibre contract which was not the case and they could see I didn't ask or sign a contract.
The main manger was good and appologetic but I have cancled my contract now and they have not charged a cancelation fee. I did not argue about the £54.39 they charged me while out of contract, I just felt I've been taken for a ride and made a mug of and biiterly let down buy them so just wanted to get off the phone.
I thought this was supposed to be a good honest Northen (make a brew while we look into fixing your issue) broadband provider. I was sadly wrong.

PlusNet have been billing me for months for a mobile phone i don't use. Basically theft.

I have been trying to contact someone at Plusnet for months. The Customer Service number they advertise on the website doesn't work. Try it for yourself - 0800 079 1133. There are no other ways of contacting them, no webforms, chat bots etc. I even try contact the Instagram page but they just ignored me,.

How can they get away with this??

There are no other forumsn

Disgusting company, my payment was due yesterday and because i could not pay it on time my service was instantly blocked. paid first thing this morning when i had a moment unlike yesterday. No compassion from this pitiful company, no 48hr window to pay! like most reviews below i would never recommend them even as a last resort. They have even switched off their "Help Assistant" on the site as lest face it they neither "help" nor "assist". MinusService rather than the name they have... Shame on you moneygrubbers!

Absolutely shocking. Left me without internet from 9th Nov to 27th December after house move. Total shambles of an organisation. Awful awful awful. Even your higher escalation 'advocates' are useless. Don't deserve to be in business.

I have been with Plusnet a long time and always been good but beware if you change to EE as suggested they will put a hard serch on you they told me it would be a soft search I have two six pounds a month rolling contracts SIM only and I was told soft search so do not go to EE my credit score was 999 but with two hard searches it's ruined so as I say don't change to EE folks

After my contract ended they increased the price from £25.99 to £54.39.

What a rip off! This is for basic internet, I've been a customer with them for 5 years.

To be fair they did refund part of the amount after some time on the phone, but I shouldn't have had to waste time on this and it is basically just not the right way to treat your customers.

I was a customer of john Lewis Broadband and when they stooped offering this service, they switched me to Plusnet. There were a few problems to begin with about billing but, compared to john Lewis, this has been resolved quickly and positively.
Last night my broadband went down completely. I managed to get through to a real customer service lady in about 2 minutes and she was able to guide me very competently through some complicated (for me!) resetting of my router protocols and had me back online within 30 minutes. When she (Ana?) promised to phone me back after she had done all the checks, she did! (not used to this level of service!). In addition she had all the answers and did not have to pass me around the team until someone could be found with enough knowledge to help. Well done Plusnet. Early days with you but so far excellent service. *****

Plusnet Broadband- Do not sign up with them!! You are warned.
Still no internet for 3 days now.
It has worst customer service i have came across. I spoke to a guy called George who was really rude who insisted that they have 30 DAYS to try to fix our no internet access problems!
Since joining Plusnet fibre broadband a year ago on an 18m contract, we have problems after problems. Line dropping was common and impossible to watch videos or films or have video calls without buffling. Now we have no internet (cabled or wifi) for the last 3 days. Router showing connection & indicating the line has not dropped. Intermittent 5-10 seconds connections before it dropped out if we are lucky.
BT engine came on site and he confirmed there is no internet access. Tech person (Flo) offered no solutions other than they will contact the customer about it. It been 1/2 since the BT engineer visit and still no contact from Plusnet. Apparently they have 30 days to try to fix our problems even though we are now in 2023!
Can not wait for my contract to come to an end!

Update. Now worse in addition to charging me for no service for a year they say now that it will take weeks to process my leaving so I must pay AN EXTRA £41 on top of £240 for not using them and I’m not allowed to pay now but must wait til the £41 is chargeable - total rip off.

Got stung. Although the connection and general service was not as bad as most reviews I’ve read here I wouldn’t ever go back to Plusnet. I got seriously stung when leaving my home and renting where broadband was already supplied. You’d have thought the contract was to avoid them losing customers to other suppliers but it’s also to make people suffering financial hardship pay for nothing. They insist on me paying for the service they’ll no longer provide so I’ve got to keep paying for nothing for a year or borrow £250 to get rid of them. They also ‘didn’t realise’ that their chat bot had accepted my leaving notice so they’ve gained another £40 there too. Avoid them at all costs.

No mobile coverage for several days. The service provider logo on my phone has mysteriously changed from Plusnet to EE. Impossible to contact the 'friendly' customer service team as I have no mobile coverage. Anywhere.
Beyond useless.

Unfortunately it is a thumbs down for plusnet on roaming in Europe.
It is a shame as the roam like at home is really good and while I was on holiday in Cyprus I could make calls all in the free allowance. The bad news is that plusnet systems do not know how to deal with roaming. If my phone connects to the 'wrong' mast I incur charges and then my smart cap kicks in and everything on the phone stops working. No calls in or out and no data. When I ran out of data it took nearly 1 week of calls to support to get the phone working again and all due to smart cap and roaming services not being understood by the support staff. I lost count of the number of times they told me they were a budget provider and did not have the systems the full service providers have. I understand the prices are low but when I have paid for data bundles in advance to then be told they are not available until a system refresh at midnight because I hit my smart cap by being connected to the wrong mast it's a bit of a joke. The worst thing is not having a working mobile for nearly a week on holiday just because I used all my data. Good job I had my partners mobile to use to call support. Without that I would have had to wait to get home.
The morale of the story is plusnet do not do roaming and you probably need an alternative if using roaming data. Make sure you do not run out or you might have to buy a local sim to get working again. plusnet are great in the UK but not to roam with unfortunately. Plusnet did credit me for the charges incurred by connecting the the wrong mast because it was not my fault apparently!

Think twice before you go with this provider they charge you for nothing