Plusnet Reviews 238

What a complete shower!
It’s beyond me how some businesses continue trading when they are as bad as this one! I have seen some incompetent morons but this lot really do take the biscuit. What more can I say apart from get involved with Plusnet at you own peril! Wow🤯

Afforable service, great internet connection and helpful customer service. I have rebooted the hub once in the last three months. The speed it downloads is phenomenal. Can't recommend it highly enough.

I've been with Plusnet for about 3 or 4 years now. It's kind of okay much of the time but it's a regular occurrence that the internet plays up leaving you without it for considerable periods of time. The staff in the technical teams try their best to help and sent a bt engineer out once before. The internet is a funny old thing though. Although we supposedly live in a technical age the actual internet itself is still pretty rubbish and if you live in an area where you can't get fibre broadband it seems that inevitably then you just have to put up with a patchy unreliable service. Is it a good old fashioned Yorkshire based service as the bloke on the advert suggests? Nah not really. It's just money for old rope a lot of the time

After two disasters with Post Office Broadband who cause me to be cut off by Talktalk, Plusnet so far has been really helpful.(see previous reviews) I have my router and am due to connectomorrow. With Post Office Broadband and Talktalk I was left disconnected and unable to phone their customer services or get support by email or live chat.
THANK YOU PLUSNET.

Usless, I upgraded to "High Speed" internet about 6 weeks ago, they are taking the extra money but my speed is just the same. Can't phone them, can't email them & can't "chat". Do I have to sent a letter by "Snail Mail?. These are as bad as Talktalk at least they answer the phone.

Despite issues trying to contact the company by phone, the LiveChat facility when available is usually quicker but there is no email contact facility.

Though I have had a few issues with the accounts, the fibre optic broadband is reliable and regularly get good speeds. What is often overlooked are two good facilities.
1. Free McAfee Security Center though usually necessary to renew on a monthly basis. This saves quite a bit compared with other similar programs.
2. For a very reasonable monthly price, it is possible to have anytime phone calls which avoids the need of checking the time before making a call. There are a few exceptions but we find this an excellent facility.

PlusNet are truly despicable in the way that they conduct themselves.

They wish to sting my very elderly, non-tech savvy parents with £160+ cancellation charges when they had not agreed to a new contract after the original one ended. They say they have a recording of the telephone call but they have not provided this despite two requests to do so.

They have instead now sent communications saying they are passing on the debt to third party debt collectors. Yes, PlusNet are doing this to high risk people in their late 70's during the coronavirus outbreak, despite offering a virtually non-existent telephone customer service at the moment.

The stress and mither of now having to pursue this with the Ombudsman, coming at a time of great stress, is really indicative of how PlusNet do business.

Received an email off plusnet today, threatening me with a dept collector.
i finished my 12 month contract with them 3 months ago and they are demanding 12p (0.12) for finishing my contract early???
What's going on with them have they come down with a virus?

I owe them nothing but are being threatened now with a dept collection agent, i can not tell you all how annoyed i am with plusnet, caring u.k. provider etc etc etc - no they are not, i should be consulting a solicitor, how stupid are they!

Honestly the worst customer service experience I had ever had in my life and I work for customer services! I spoke to someone called Natalie who was insanely rude, condescending and overall nasty. Don’t understand how she’s still got a job by talking to people like that, absolutely disgusting. She should be ashamed. Reported it to a manger and hope it gets escalated further.

Terrible! That bloke from manchester in the adverts owes me an apology. You cant use more than one device at once or both cut out, cant upload or download anything making working impossible. Customer service is non-existent. Just dont bother with them it isn't worth the stress.

'Early termination charge'?

Have just received an email from Plusnet for a charge of 12p - early termination charge ?

I left Plusnet a in February and was all paid up at the end of my contract with them so why an early termination charge levied at me? I completed my contract with them.

I do not owe plusnet anything, 12p is nothing (although this 'charge' could have been for any amount) and trying to get hold of them is a nonsense so putting it on here - get your house in order Plusnet, i do not owe you anything.

I have been with plusnet for several years and am only able to get about 3.8MB because of where I live, and never use the landline phone. I have been out of contract for some months now and enquired about renewing a contract but with no calls included. I notice that when I go to the plusnet website a huge banner greets me offering fibre for £22.99 a month. I am unable to take advantage of that because fibre is not available le where I live. There is also an offer for new customers only (!) of standard broadband and payg phone for £17.99. However when I phoned with an initial enquiry I was only offered the “great deal” of £26.99 a month for standard broadband (10 MB) and payg phone. This is profiteering from the fact that I cannot access higher broadband speed and I am not a new customer.I have been unable to reach plusnet by phone, online chat or email. The message which comes up explaining that online chat is actually offline, suggests sending a message to twitter, but I am not on Twitter. I have no way of contacting them and in the meantime being charged £44 a month. Not happy. Can’t cancel or get a better deal because can’t contact.

I had a guy come out to fit the WiFi a bit surprised as was told there wouldn’t be anyone coming out, he seemed nice friendly he told me there was an issue with the WiFi connection went out came back said it was sorted and the light within an hour would turn blue the following morning still flashing spent 55 mins on hold with customer service to be told there is a fault which was apparent when the job was closed off and will be fixed within 72 hours :( not a great start then today a lovely guy al peters came out fixed it all for me no fuss professional and friendly really great experience from the rubbish I had received before it’s a stressful time having to sort working from home with other things I was stressed but al made it me feel better!! Thank you!

Honestly do not go join these providers, should they call themselves providers because they are not providing anything.

I pay £50 a month for a supposed 70mb plus download speed, through broadband testing the rate was a mere 4mb/s.

Without constant monitoring of speeds you will be cheated. We shouldn't be monitoring speeds. False advertising.

Absolutely disgraceful service and cheated multiple times.

I have been with them for 2 years and I have had no problems ever

Switch over all happened on time without issues. Download speed better than previous supplier ( Vodafone, who had cut my speed in half over the year) Internet stable so far over 1 month of connection. Billing is correct. Cash back cheque of £75 received as promised. Cheap deal with nothing to fault at present.

Horrendous service provider....although the line speeds are actually quite good, the service is very unreliable, the kit inferior to others on the market and the customer service is absolutely shocking. Save your sanity and money....pay a little more and get a better service.

I can only base this review on my experience today. I believe in giving praise where praise is due and if poor I appreciate that people can only comment on their own personal experience at that moment.

After spending 50 minutes and 50 seconds on the phone to Scottish Power (who I have just left a bad review for) I rang Plusnet.

I wanted to speak to them about my son's broadband and rental for landline. The phone was answered promptly and when I explained that my son was a vulnerable adult, they were totally empathetic and understanding. Yesterday they set up the cheapest plan they could for him and ensured that I am a point of contact. They also assured me that if he ever has a problem with the system a note would be put on his phone that he is a matter of priority as a vulnerable adult. The gentleman I spoke to today, believe his name was Craig, was patient ... I am almost 69 years old so a bit slower than I used to be. He was efficient and proactive along with showing empathy and understanding. Well done, you were "a breath of fresh air" especially after my previous call with Scottish Power who were completely the opposite with no understanding for someone's situation who has mental health issues like my son. They were just greedy while Plusnet did all they could to ensure they took all steps to protect my son. Thank you

Absolutely rubbish customer service try to blame issues on your wifi rather then there terrible service .... service drops out at least twice a day worst provider ive ever encountered 0 stars was not an option

shouting customer service is no good unless its actually supported ………….

issues

broad band slower that former incumbent BT - your problem

joined and then increased rates sent letter to say you can leave if you dont like the rates - you have choices

incentive card to join for £60 but try using it - so spoke to the customer focussed agent . no ownership try chappie who said u need to call another number etc . tried to help by saying could they call me but not in his paygrade and different department

So Plus NOT are you the fur coat no knickers company really or a true customer service focussed company

Think I must go back to BT or another provider unless.........