Plusnet Reviews 12,292

Having paid upfront charges of one month and booked a morning visit from their engineer two weeks in advance, plusnet changed the appointment to an afternoon visit without discussion.

Because we have family who needs regular family support in a care home, we explained that afternoons are difficult and we cannot sit waiting for 5 hours for an engineer to turn up without some idea of when they will be arriving.

Plusnet ignored all of our contacts and requests for help by repeatedly telling us that their engineer will be arriving between 1-6 and there as nothing else they can do.

Their engineer did not arrive and did not make contact.

A whole afternoon wasted and a parent left without care and support. In response, plusnet eventually sent a standard message via sms saying that our broadband order has been ‘delayed’.

Three alternative dates and times were provided to plusnet for their engineer to reappear and carry out the work but despite numerous pleas, no response has been received.

In desperation, we have tried to escalate the matter to plusnet management but no response has been received from them either!

We are currently waiting another 5 hours without communication in the hope that an engineer will arrive this morning, but despite a number of requests plusnet customer services are still refusing to respond.

“Plusnet. As long as we have your money, we could not care less” is what this experience feels like.

And they get 1 star rating for this. I am sure they will be very pleased.

Originally, I gave Plusnet 1*. I'd changed my deal and realised the name they have for me on their system isn't correct. When I complained by email, they said I needed to provide legal proof that I had changed my name from the incorrect name to the correct one. Absolute nonsense - also, it disproportionately affects trans people, and makes it seem like Plusnet keeps a database of their trans customers' legal documents.

I noticed the name was wrong when I was switching my deal. Apparently, something in that disconnected the router. James from Sheffield called me to sort it all out.

He was much nicer than the email complaints line, and got my name changed on the phone. Then he got my router back to working again. He was great - 5* to James - but it doesn't change that I had to go through the wrong complaints process getting all the wrong information first, or that the email complaints like is trying to collect legal documents from customers.

So updated from 1* to 4*, given that they solved my problem eventually.

I have been a customer of Plusnet for just under 10 years and in that time, I have not been happy with them and this last time was the worst - I was pressured into making deal there and then, talked to like dirt, been given orders and the racism and I have all recorded. The lady yesterday more or less stated that as I'm in contract with them the company is ok with their sales team and management to treat black customers like dirt. So I'm going to take Plusnet to court for racism, and duress. I'm sure Plusnet is launching their heads off - let's see if they're still laughing when I take them to court. And once that happens - the floodgates will open and everyone who has been victims of Plusnet being racist or subjecting them to duress will also take legal action against them. And just in case Plusnet wants to counter sue me - please be my guest.

I have been with Plusnet for years in my little 2 bedroom flat they offered me a faster speed never ever reached further than my lounge,when I go to cancel they have the cheek to charge me £100 despite Paying a bill for a month without using plusnet,it has always been a very poor poor internet speed, won’t reach very far ,absolutely disgrace,avoid at all costs

Plusnet sold out its customers by choosing a terrible company to migrate their emails to.
Greenby have zero customer service and their default position is to say no to everything. I've paid their subscription charge (I had no choice, thanks to Plusnet), and I can't even see any new emails. I feel scammed!
Plusnet obviously don't care enough about their customers to choose a reputable company to migrate the service to. (Greenby customer reviews are dire, so it wouldn't have taken long for Plusnet to carry out their due diligence on them).

I pay for the fastest service they can provide which I haven't received since I've started the contract. I've been back and forth with them they've been no use other than to say they're looking into it. Now the WiFi just isn't working they've said they can't come out for the next 5 days so we just have to deal with no WiFi until then but they expect me to still pay for it all. Not even one day have I received the speeds I pay for, majority of the time it's not even good enough to Google something without taking 5 mins to load.

Shambolickly bad! I left over a month ago - I was offered over thirty times faster for a cheaper price! and Plusnet are trying to continue to take money from me despite them emailing me confirming that I was leaving at the end of March. I have called them to query it and the "customer service" agent said there is nothing they can do and I need to contact my new provider to sort it. It's crazy - they must have phoned me twenty times after I cancelled to try and keep me but that memo must have conveniently not made its way to the billing team. They advertise themselves as good old honest people but it couldn't be further from the truth. I wish I had checked trustpilot before moving to them. Please if you are considering it look elsewhere.
11/05 since then it transpires that it was their fault and they admitted they hadn't closed my account properly. They said they definitely won't take any more money from. Then yesterday money was taken out again. I called in and they claimed to have no record of it. They will listen back to the call but that takes 7-10 working days. At this point it is theft and the absolute lack of urgency is ridiculous but strangely not surprising. I don't think I have dealt with a more inept company.

Jacked up the price on my dying dad from 20 to 35 a month.
So that was a precious day he spent worrying and phoning them up to get the price put back.

Sent him a bizarre text message telling him to plug his router into his phone, but not to worry if he couldn't - SO WHAT WAS THE POINT OF THE TEXT??
He showed it me, it made zero sense.

So if you like arbitrary price rises, nonsensical text messages, and haggling over the phone, you'll love these guys.

Poor service, very unprofessional, inconsistent information from different staff members, told one thing then said no record of the call on more than one occasion. I would have not given 1 star if there was an option

Very poor overall service; most of the time, the internet isn't connected throughout the whole 2 years contract period. Took 3 months for installation after sign up which was 24 months ago, then increased the price after 2 years. Customer service promised to compensate the time wasted by their poor service but never happened. Just paid increase price for a month then trying to switch to SKY, Plusnet immediately sent a £27.52 termination charge for switch provider. The customer service representative from billing department was not helpful at all, been told contract doesn’t start from when you sign up, no matter how long you been waiting, price increase when they want to adjust it, you are not guaranteed for the price you sign up for. 24 months payment needs to pay in full, it doesn’t matter how long it takes them to install it to your home, you have to wait. They seem don’t care after knowing customer is leaving them as long as they taking money off you. A total disappointment overall.

Price increase just a few months into my contract. Cannot find any way to contact Plusnet that isn't by phone. Cannot find a way to submit a written complaint. Why are your contact details so hidden? Really disappointed by this price increase, paticularly when you're not offering anything for it. More money for that? Your CEO's pocket. What a disappointing joke of a company you are.

I had a two-year contract and didn’t have a single problem whatsoever. Afterwards, I decided to renew the contract for another two years, and that’s when the problems started. I came back from holiday and my internet had gone; it turned out there was something wrong with the line. After 40 minutes of fruitless chatter with the operator, she scheduled an engineer for TWO WEEKS LATER. Two weeks later, the engineer didn’t turn up. He turned up two and a half weeks later and they did fix the internet, but now in the evenings it’s so laggy it’s impossible to play games – the ping’s up to 1000!!!
It clears up after an hour or two, but what on earth is this? I’m not paying £50 for this. They gave me compensation, but I spent more on mobile data than they compensated me for...
No complaints about the speed – it’s always the advertised 900 – but the support is just useless. Now the internet has started lagging constantly; it’s ridiculous, but 5G mobile is more stable than this provider in the evenings. I’m disappointed and will switch providers when my contract ends if nothing changes.

Admin during purchase was simple and straightforward.
Installation and switchover was seamless
Interaction with customer contact centre was so simple and such a pleasure...
By far the easiest and straightforward customer service from a supplier in decades.
I've never experienced this sort of service in many, many years.
Well done Plusnet.

Moved to full fibre, sent loads of reminder that the engineer was coming yet Plusnet forgot to send me the hub. The engineer could not connect it, put in all the wiring and left me to install. Now Plusnet are charging me for the delivery of the hub they forgot to send.

I’m posting here because I haven’t been able to get a clear written response from Plusnet about a recent problem with my account.
My online account access was changed without my permission, which means I can’t view my bills or manage my services. I’ve also been charged incorrectly, but I can’t check the details because my access was removed.
I’ve asked Plusnet for a written explanation of what happened and for my account access to be restored, but I still haven’t received a proper reply.
Could someone from the Plusnet team please contact me in writing so this can finally be resolved?

I am finally coming to the end of my painfully slow 24 month contract with Plusnet. When I signed up to their full fibre, oh it was a lovely price - around £26 for 150mbps. Of course, the following April, "Your prices are changing" (they never have the balls to say "RISING", do they). I have been offered some unimpressive 'offers' to try and trap me in to another 2 long years contract in July. Not gonna happen, Plusnet!
I'm sick and tired of Plusnet (along with ALL the big players) jacking up the price by an extra £4 every April. Of course they will always lie to you and tell you it's "to invest in the network". Rubbish. It is to please shareholders, and cover the cost of TV ads, radio ads, magazine ads, running a very expensive, ever-changing website, sports sponsorship, TV show ad break sponsorship, the list goes on. THAT is why Plusnet keep on raising the prices. Of course, their social media teams/Trustpilot reply person, will never admit the truth, because it's a sackable offence to admit they're lying to customers. I'm sure we all remember the Plusnet ads about "None of us like nasty surprises, that's why with Plusnet you get a fixed price monthly contract". Sadly they've seen honesty as a dispensable commodity, and now any "contract" is essentially a minor inconvenience they treat as non-binding.
Well sorry Plusnet, I'm not playing any more. You can keep your "£26.99 per month for full fibre...until it isn't" goalpost moving for those new to the internet. I'm off, and I'm never coming back to you, nor ANY of the big players. I'm signing up with a small player, which I won't be naming in case they get too big and end up nosediving the same way Plusnet have (and don't even seem to care about judging by their lack of any response to the mounting bad reviews on here now).
What I will say is when my internet died recently, Plusnet DID help me out, and did credit me back for a month and a half of internet. That is a plus point for them and I will not deny them their good customer service points. But it's the rot at the top that's the issue here. My suggestion to the bosses would be : try thinking more about your customer base than you do about your shareholders, and stop lying that you CAN'T offer fixed price contracts anymore. You CAN, but you just WON'T. Without a course correction, this will eventually lead to you just being dissolved and called "BTNet" or something - which considering BT already bought them out years ago, isn't exactly an unrealistic prediction.
For reference, my review is dated today, and it reflects the past 24 months of my contract with Plusnet.

Shame they don't offer an option with no star as even 1 star is to much for this company , absolutely a joke , can't get nothing right , misinformation wich costed me money and they internet is awful is better signal in afganistan then with this lot

I have been a week out of contract and Plusnet charged me 49.99£ for that one week.
The 49.99 was the price for one month out of contract and even though I only been one week out of contract they still charge the full amount for the month and refuse to correct that bill

One of the worst experience as a customer, I have recently move to new property and I was in a contract with them. They offered me a new contract with new package and I was happy to take it and I did, engineer came in my house drilled and activated but unfortunately he was not told to bring router neither am I. When I called them, a staff named Nick was a horrible customer assistant, he asked me to pay around £100 for new router, crazy. Their customer service was unprofessional, unmannered and they might trick you and took your money, be careful with these morons.

**Aware of this internet provider, I would never recommend to friends or foes**

They stung me with £51 via direct debit as out of contract monthly fee even before current contract ended; this is predatory pricing as well and without clear communication about such significant price jump in their emails. Their service level is also not at par with various options in the market with 150mpbs speed for similar price with new customer cashback of £100+ on top. I called customer service which offered to initiate new 24 month contract at "normal" pricing but refused to credit the excessive £51 out of sheer arrogance. I've had enough, they don't need customers anymore and I don't need to take their arrogance either.