Plusnet Reviews 238

What a mistake to switch to Plusnet, I really wish I hadn't. Internet keeps dropping and I have called support more than 20+ times! Really bad!! To make things worse, they are refusing to cancel my contract and asking me to pay 223 if I want to cancel even though they are not providing me with the contract's SLA. Disgusting!! Plusnet used to be good, now its gone down hill!! Never again!

Truly awful customer service. I had to leave Plusnet as they couldnt provide fibre to my new address. I was told my email would continue to ease the transition. Due to their mess up, it stopped instantly. I do not know whether I have missed important emails, eg. NHS over the last month. Your issue gets batted around and nothing gets done. One guy, Fabio, tried his best and actually called me back a couple of times. Last time I asked him to escalate which he did to his line manager. He batted it back to Fabio, and nothing got done.

The Customer service is a disgrace. To get their attention leave a MSG on their FB page to phone you. Its worked twice for me.

About a year ago I had connection problems. Called Plusnet over a period of a few days and when I finally got in touch with them after another long wait, I made a complaint about how long it’s taken to get in touch with them and the cheeky woman from Plusnet told me if I wasn’t happy I can go to the back of the queue again and hung up.
I made a formal complaint about her to Plusnet and they told me they would review it and get back to me but I didn’t hear another thing from them.

Yesterday I received an email from them inviting me to renew so I contacted them, the Plusnet lady asked me several security questions and when I mentioned how many questions she was asking me she hung up. And that was for a renewal!!
No way!

Having been a loyal customer for almost 6 years, I took Plusnet with me when I moved. It was £1 a month more for 24 months and I just thought that's inflation. I then saw new customers are being offered the same fibre as me for £3 per month less and there was the fibre extra product for £1 a month less than my standard fibre. I queried this and was told there was nothing they could do. I feel so ripped off and will be leaving Plusnet at the earliest opportunity. Shame as the performance has been rock solid for nearly 6 years, just let down by corporate greed and contempt towards existing customers.

Joined Plusnet for broadband in July after 15 years with Talk Talk. Had nothing but trouble with my internet connection crashing, numerous phone calls with assurances it would be sorted, three months later it’s still not working properly - the stress caused, phone calls, limited ability to work from home was awful.

After finally getting them to agree that I could leave my contract early without incurring early termination charges, and a promise to keep me connected for 30 days until I find a new provider, they have disconnected my internet connection within an hour!!!

Completely incompetent from start to finish.

I’m moving house but have no date. I told plusnet a month ago that I was hoping to move on the 30. Two days ago I told them I could not move on that date and gave them the 7th October. I was told that was fine and have an email confirming the new date. Today I have had a text telling me my number has now been moved to the new house and I’m about to loose the internet. They have moved my number and internet to a house that I do not own. Shortly they can’t just hijack someone else’s line. I’m now paying for a phone line and internet that I can’t use because it’s at someone else’s house. They were no help just said they couldn’t do anything about it and it was my fault anyway. I asked about cancellation but the said I couldn’t as a move constitutes a new contract but isn’t it the law that you have 14 days to change your mind.
Don’t go with this company they are rude, unhelpful and con merchants.

Why can there not be zero stars? My girlfriend has had months and months of atrocious customer service, being cut off for no reason while trying to study online, being told she was not paying her bills on time when they were direct debit, and finally receiving a letter this morning from a ‘debt management’ agency claiming she owed £170 when after four hours of being passed around the customer service spiderweb it was admitted she owed nothing! Their response…..? One month free broadband! An embarrassment of a company…

Is there no ISP that gets a good rating on Trust Pilot ?. Plusnet are seen as total rubbish yet I had several years with them, the few problems were sorted quickly, inc luding a router blown up by a power surge. Only left because of 'new customer pricing' nonsence.
The last 12 months have been with John Lewis, dropped out a few times briefly nothing worth complaining about,I'm not a hi-tech business customer, again only leaving because of 'ncp'. Will try NOW next, equally rubbish on this site which should ensure good service !

I have been with Plusnet for over 7.5 years but it was only this summer that I realised how truly dysfunctional they are, prompting my departure in the next few days.

Plusnet love to portray themselves as a cheeky, no-nonsense Yorkshire company. They make great play that they don’t use offshore call-centres and have up to recently claimed to be delivering award-winning customer service. A different set of words is now used, namely “Multi award-winning broadband with very happy customers” which may be a marketing ploy to sidestep the howling chasm between Plusnet’s grand claims and reality revealed by an average Trustpilot 1.6 star rating.

My woes began when my broadband failed at the end of June. I was led to believe I would be up and running again within a few days. A a site visit by Open Reach identified failing connections on the telegraph pole. Unfortunately, the pole was overrun with ivy and owned not by BT but by SSE, the electricity company. Accordingly, OR needed to wait for SSE to clear the ivy before they could attempt a repair, a matter of days I was reassured. However, within a week, I received notification of an internal update to my fault record which had within its depths the deeply concerning estimated fix time as mid-September because of the dependency on SSE.

There was no attempt to contact me or reassure me that Plusnet were pressing OR/SSE for an earlier resolution; no attempt to discuss alternative fixes (there was a very obvious one) and no information on how I would be compensated for a blatant failure to fix my problem within the legally required “reasonable time”. I tried to speak to someone to remedy the lack of dialogue but every time I met indifference and a blunt refusal to escalate the matter to a manager. I was told blatant untruths by multiple agents (including, ultimately a manager) that I should contact Openreach directly, something OR’s website and their call handlers tell customers of suppliers such as Plusnet, you are not able to do. A manager’s call was eventually promised but because he phoned my landline which he forgot was not working, he didn’t get through but left a message which I couldn’t access. As I didn’t receive the promised call within the agreed 4 hour window, I phoned again to be told the manager concerned would not speak to me now. When I was told all he could now offer was a call within the next week, it felt like he was trying to punish me for messing him about. Of course, the 2nd call didn’t happen so I phoned again and another manager’s call was arranged. Though he had forewarning of the case, he was completely unprepared and exhibited none of the skills needed to deal with an angry and anxious customer. In the end I told him that I felt we were getting nowhere and instead of working with me to reroute the matter, he put the phone down on me.

And so it went on. This wonderful, award-winning customer service Plusnet are so proud of presented me with a wall of obstruction and bloody-minded refusal to engage. Many of the problems lie with the attitude of first-line staff, many of who, are clearly recruited from Bradford and exhibit a similar blind stupidity, lack of empathy and refusal to escalate that one encounters with off-shore service centres. Rest-assured that you will get a text asking for feedback only if the call was a happy experience for the agent but if it was not, you will also find, as I did, that there is no record or recording of the call or an entry into the ticketing system.

To cut a long story short, miraculously my case was picked up by Chloe and Danielle in 2nd line support, who deal with Openreach and who listened, empathised and fell over backwards to try and help me. This eventually led to Openreach arriving within 48 hours to effect the workaround I wanted to propose, the managerial call I had demanded for weeks and finally, substantial compensation.

Let’s be clear, the attitude, communications skills and service commitment of the majority of staff I dealt with were an utter disgrace. Plusnet do not operate a meaningful escalation process so finding yourself arguing with people who simply do not care will leave you feeling totally powerless and at the mercy of an unthinking system. These days, many people like myself depend on broadband to work from home and make a living. Plusnet therefore owed me a far greater duty of care than just leaving SSE to maintain their pole when it suited them. When the ivy was eventually removed from the pole in the middle of September, it was not removed from the faulty connection box and therefore a return visit would have been needed if my fault was still live. It is therefore conceivable that had I not persisted and not eventually found Chloe and Danielle, Plusnet would happily have left me without the means to make a living till Christmas!

I initially contacted Plusnet via chat around the 10th of August to inquire about their services and mentioned we needed to be connected by the 3rd of September. I was advised to sign up on the 20th of August and reassured that the service would go live the 2nd or 3rd so I signed up with Plusnet on August 18 just in case.

September 2nd comes around and we still don't have a router, called Plusnet and they mentioned a "cease on the line" by Nowtv. I did not know what a cease on the line was and Plusnet did not bother to inform me about it and about the delay it would cause, instead we were told the process would need to start over meaning 10 additional days to be connected. We have now been without broadband for 19 days with delay after delay for "external work", yet Plusnet respresentatives cannot confirm whether an engineer has come out on the 16th and on the 19th (2nd and 3rd delay). Each time I call the blame is automatically shifted to Openreach and Plusnet takes no responsibility. There has been no effort to amend our situation, and to be honest a lack of caring. No compensation offered, or temporary mobile broadband if that's an option. Just a waiting game.

I tried to ask a plusnet representative what would happen if the service does not go live on the 24th and there was no reassurance provided, just said all we can do is wait with no alternatives. I am baffled by how our situation has been handled and the lack of good customer service and problem solving each time I've called. Even getting connected in a small town of Mexico did not take this long and the customer service was much better. Ridiculous.

Used to be very good - virtually no signal at all now despite their coverage checker claiming a full 4G service where I live.Signal constantly drops out or is non existent.

I advised them I was moving and wished to keep my landline number and 1571 and 1572. Simple? No!! I then had over 5 weeks of utter incompetence. Take too long to go into detail, but I do have over 60 e-mails on file from them. I told them I was cancelling the direct debit if there was another error! There was and I did and changed to another supplier. I am now being threatened with debt collectors for £255.46 as I was only weeks into a new contract. Has anybody had debt collectors sent by them? I am now in touch with Citizens Advice and a lawyer.

Plusnet will blame the weather, having an R in the month or anything else. In fact if you ring on different days you'll get totally different technical (?) advise from their team. At all costs keep away from Plusnet. And their holding company BT are no better

Really disappointed does not have access to the entire uh EE phone network. No reception at my house when ee SIM card do

Very good on price
excellent UK call centre
Just really upset I cannot make a phone call in my house works excellent standing the garden in the rain however

I have now gone directly with EE

Utterly, utterly useless. I am overseas and – lo and behold – cannot make calls or send text messages with Plusnet mobile. But how can you contact them? Only by calling (which I can't do) or sending a message via Twitter (don't hold your breath for a response). No online chat, no email. So I requested my PAC code to go with someone else and they tried to get me to stay as a customer – asked me to give them a call to discuss a great new plan they have for me. What an absolute joke of a company!

I signed as a new customer, services to be changed over on the 11/08/21 and 3 days later still waiting and just get lies and a attitude from support staff.

Excellent, would definitely recommend. After an absolute nightmare with another provider (TxxxTxxx) Plusnet have been amazing. Always someone on the end of the phone and answered quickly. Internet up and running quickly as promised, no issues at all. Excellent service so far, would definitely recommend.

customer service is horrendous cant speak to any advisor have to stay in a long queue totally shambolic.

On the phone ALL MORNING to these people, my PLUSNET broadband/wifi is a total joke it buffers on and off when I am trying to use my iPhone/computer, I pay £35 per month for what? I rang these people last week and spent hours with some bloke who took me round the houses on my iPhone trying all different ways to get wifi on my new smart tv - I am 80 years old and not tech savvy, He was telling me to put in numbers and signs then go somewhere else, press this, ignore that…. I completely ‘lost it’ and asked why an engineer couldn’t come out to fix it - well madam that will cost you £65….after two hours of not getting anywhere I succumbed and said that I would agree to an engineer coming out. As the service with this representative was so appalling I had second thoughts as I quite honestly do not have any faith in this provider and it would probably be a waste of time and money and so I cancelled the appointment. I intend to ask around to see if there is someone who could help me. I am unable to use my phone or tv - I am totally disgusted with this company, and at my wits end - how they keep going with the attitude they have I do not know! Do not touch them!