Plusnet Reviews 11,351

Have been with Plusnet for many years but since the B.T.took over it has gone downhill. My e-mails are difficult to get now and very very slow. At the end of my contract I will have to look for an alternative supplier

Date of experience: December 12, 2024

Had me on hold for 45 minutes with no answer think I have 45 mins of my life to waste on these idiots , saying I have no internet for 3 days when my bills all been paid like always also my girlfriend has had a engineer out 5 times in the last month and has had no internet because of them incompetent clowns , I've just signed up to sky and cancelled my direct debit and card I'm leaving them. a 4 year customer GOODBYE

Date of experience: December 11, 2024

customer service tried to blame me for having multiple devices connected for my slow internet and once I disconnected everything I still has a download speed of 0.49 mbps, charging over £50 a month and refusing to fix an issue until January. They even tried to send me a link when I had no connection to use my camera, then sent me an e-mail while I had to contantly remind them that I have no internet.

Date of experience: December 10, 2024

Been a customer for 3 1/2 years but am now switching with my contact due for renewal. Speeds have been fine with only one connection issue during my time with them, which was resolved quickly, but customer service seems to have gone downhill.

When I rang to discuss my renewal options, they offered me the same contract terms and speeds as the offers I'd already been emailed, but at a higher price than stated in the message. They weren't willing to negotiate or offer any customer retention deals as in previous years so am now going elsewhere.

Date of experience: December 09, 2024

I have had trouble with this company regarding my internet I rang on the 6th December they said it was a outside fault and would take a few days.I rang on the 9th December and was told nothing was logged about 6th December's phone call eventually after 30 minutes got it sorted after my contract ends I will be changing supplier

Date of experience: December 06, 2024

Failing -badly
UK customer service was great.
sadly they've binned their cellular division too EE-(all BT Group) the 'loyalty transfer' deal was MORE expensive than online offers!
Broadband is now expensive, no roll over loyalty with annual price rises above inflation.
Will not offer fiber to home (even though all other supplier can?)
This once Excellent business is clearly being shut down by BT- stupid move.

Date of experience: December 08, 2024

I don't even want to give them one star.
The way my Internet has been handled is beyond a joke.

I bought and moved into my house on the 21st of October.
Open reach said they could supply me full fiber 500.
I signed up weeks before so I could have Internet set up by the time I moved in.
So, I actually managed to get an engineer out and installation on the 21st of October. Perfect.
Wonring from home, me and my girlfriend need Internet.
However, there's an external fault.
So from the 21st of October until the 5th of December I've been left without the Internet.
Doesn't matter that I'm having to buy data packages everyday so we can hotspot we can actually work. That's not their problem.
I understand that it's openreach who are supposed to fix the external fault, but how has this taken over 2 months?

So, on Tuesday the 3rd of December, I phone to ask for an update.
The update I got was that openreach have asked for an extension. So, we'll have to wait even longer.
After months of being told that it was being 'escalated' I left plusnet.
I joined virgin because virgin told me they used their own lines therefore the openreach fault wouldn't effect me.
They day I leave, openreach phone me and say they're working on the fault. They get it fixed.
Amazing.
So I've phoned plusnet and told them the situation.
I already have a working ONT box with router, since a plusnet engineer had been out and fixed it all.
They told me on the phone that all I needed to do was rejoin and have the order as an activation only so I wouldn't need an engineer and j would be online within 3 days.
Finally.
But no.
After being spammed with emails and texts about organising a engineer appointment, I phoned plusnet and yep, I've got to make an appointment and wait for an engineer. Which is currently set for the 23rd of Dec. Mint. I'm on holiday, so ya know.

TLDR
plusnet told me in September they could provide my new house with Internet
Engineer comes out on 21st of October, fits ONT box and router.
I'm told there's an external fault.
After weeks of being messed around, I leave plusnet.
The next day, they fix the fault.
I'm told if I rejoin I'd be online in a few days.
Now that 'few days' has turned into 23rd of December.

Joke.
Not mentioned the composition inwas supposed to get and how convenient it was that the minute I leave, they fix the fault and I get no compensation because I left. My fault, I know, just seems too much of a coincidence.

So yeah. Don't use plusnet.
Use anybody else.

Date of experience: October 21, 2024

Good service, no complaints.

Date of experience: December 04, 2024

Poor excuse of a company, service was awful. Received a giftcard for signing up with them. Never been able to use it, has now expired, informed I had sadly lost a family member, hence was not in the right place mentally. No compassion, very horrible service.

Date of experience: July 25, 2024

I have been unable to return my old router as the print label option on the link is not working and PlusNet are unable to email me a pdf or post me a returns label. Not a problem this time but from now on I would incur a £50 penalty fee.

Date of experience: December 02, 2024

This company say they are in the pink or however they say it about price, I think that's a load of nonsense, for a fact they used to allow you to price match which they don't anymore, I soon thinking about moving to vodafone as they have a decent price on the 900mbps packages. And they give you extra off for being a mobile customer as well, plusnet do nothing for their existing customers. It's one price for new and existing. If they dont change soon they will loose more customers.

Date of experience: December 01, 2024

Been with them for about 6 months, always get the full speed of my package and a much lower latency than Virgin ever achieved.
Spoke to CS once when Royal Mail lost the router I wasn't ever intending to use. Phone was answered quicky by someone in the UK and the issue was resolved quickly.

Date of experience: December 01, 2024

I’ve been a customer with Plusnet for a number of years, however, I’ve occasionally experienced connectivity issues. Following several router replacements, I’ve now been left with an internet service which is not fit for purpose.

When I run internet speed checks I’m often given results of 0.25mbps download. I frequently can’t even obtain a reading for the upload speed because it’s so slow it won’t work.

I’m in the process of moving providers but for the interim, I’m stuck with abysmal internet and customer service from Plusnet.

I’ve tried to complain, they don’t seem to deal with complaints. You cannot email anyone or the company. Apparently, they don’t have an email and when you call, you’re read the same script. Reset the router, switch it on and off, factory reset. They run some diagnostics and then you’re told to use an Ethernet cable instead. That’s their only solution, they won’t even send out an engineer and an Ethernet cable doesn’t work on your mobile device and it means you cannot use the internet in other rooms, except the one with the router.

Plusnet have told me on numerous occasions that they don’t guarantee a WiFi connection but it used to work so I cannot understand why they refuse to help or investigate further. What they are offering isn’t even remotely adequate. I’ve had faster and more reliable internet using dialup in 1997.

I don’t know what has happened to Plusnet, it used to offer a good level of service but over the last few months this company has made my blood boil.

Date of experience: November 30, 2024

Plusnet, owned by BT, tookover my John Lewis broadband contract as they were the actual supplier, a fact that I was not aware of when I entered into the John Lewis broadband contract.
After Plusnet took over, I had nothing but problems with the service provision.
The Internet quality was constantly poor and streaming was continuously buffering. The customer service was very polite and friendly but the issues were never resolved. It was clear that Plusnet were 'throttling' the broadband provision, especially at peak times.
I never experienced any of these issues when the broadband was supplied via John Lewis so what did Plusnet do differently??
I have now changed provider and have a seamless broadband service at the same speeds as provided by Plusnet!!
Someone was not telling me the truth about my service provsion!!

Date of experience: November 30, 2024

Worst broadband company with the WORST CUSTOMER SERVICES!! This Indian man just hang up on me!!! He made me feel stupid and was rude.
I was asking for a little refund as i had been charged for their services even though i had been told that my broadband would finish on a certain day with no further charges!!!
He should NOT work with people if he has no manners. I asked for the manager and he hang up on me!!!! SERIOUSLY?!?!!

Date of experience: November 29, 2024

Got full fibre of plusnet installed.
Never had issues with WIFI signal until new router was installed. Coming in we got 149mb, wireless even stood 2 feet away from router 38mb. Rang plusnet 3 times, had new router same issues. I bought a WIFI extender now wireless 110mb. Conclusion plusnet router unfit for purpose.

Date of experience: November 27, 2024

after my mum passed we wanted to keep the wifi for a while while we tidied the house etc - had to provide new payment details BEFORE they would give a decent package, problem is that they never contacted us back - went ahead and took £64 on DD when we are not in contract - advised Bereavement Team would contact me - but they dont have one !
Contacted them today - opening line - wow your on a high contract, lets see what we can do to get that down for you ...
Advisor had no empathy - just wanted to focus on which contract he could sell me to fix it going forward, no mention of what they already took and the distress this has cause
Appalling

Date of experience: November 29, 2024

So I paid them an upfront free to change address in advance of a house move. Had an existing fibre package with them that worker grand. Gave a couple of weeks notice and asked for service to be changed over on 9th December. Was told it should be straightforward enough. Discovered they had shut off my Internet at current property 2 weeks before house move despite me having given them the correct date. So a day of extremely frustrating phonecalls with them began. Initially was told nothing could be done and I had no Internet until my house move for 2 weeks despite having paid for the month already. I didn't accept this so after having a v difficult conversation managed to get through to someone in their connections service. This man initially was very polite and explained there had been a fault on their end resulting in my Internet being transferred too early to my new home. He cancelled the change and e planned he was setting up a new account which would ensure my Internet would be fully restored ton current address within a couple of hours..meanwhile he was completely running down whoever in his own dept had made this error. 5/6 hours passed still no Internet. So I rang again. It's like these guys keep zero record of any previous calls. Had to explain absolutely everything again and fight to get past the main customer service to actually speak with someone with a remote bit of knowledge that can say something other than there's nothing we can do. After hours on the phone that day was told the man I had spoken to earlier and reassured me everything was being fixed had actually made another error and just completely cancelled my entire package and not fixed it. The person who told me this came onto the phone and laughed at me which I had to address how rude they were initially. This person then criticised the actions taken by someone in their own dept and I was blankly told the issue cannot be fixed for weeks and I will be left without Internet. Both me and my fiance work from home so have been left with no Internet, no compensation and I had requested even plus net provide me with a free dongle to ensure I could even use Internet to work from home. Was told no. The only resolution was I was told I could cancel my package and there was no refund applied for this cancellation or the Internet I have been without despite already paying for this. Zero compensation after being a loyal customer for many years. This company is made up by inept, rude and dishonest people who tell you one thing and do something else.. I honestly think there's needs to be an investigation into their handling of my circumstances as they breached their contract and offered nothing in return other than to cancel a package I had already paid for without any refund back

Date of experience: November 26, 2024

What wonderful experience I have received from this company I couldn’t be happy, but then I am a former virgin media user.

Very pleasant and helpful customer service

Date of experience: November 27, 2024

I’ve been with plusnet for around 6 years and never had a problem. Consistently good broadband service and no downtime. I’m currently moving house and taking plusnet’s service with me. Their customer service throughout has been exemplary - they are a breath of fresh air to deal with.

Date of experience: November 26, 2024