Plusnet Reviews 12,292

Absolutely horrific, will take you for an idiot and refuse to help. The most condescending, unhelpful, sneaky company I have ever had the displeasure of having a contract with.

Spent 3 weeks attempting to get the line activated sent the BT engineer to the wrong place multiple times causing me to take time off work for no reason. In the end I cancelled and went directly with BT who seemed like they had their **** together.

An appalling litany of screw ups and the company seem to have all the organisational skills of a troop of baboons. I want fibre installed and it feels like I've embarked on some modern version of a the Challenges of Hercules, dates for appointments come and go, no one turns up, utterly unintelligible emails arrive, responses are sent only to receive the same email again days later. Totally shambolic and just to add to the festering pile of cr@p this company are they have increased my monthly charge to over £60 - on querying it I was told my old contract had now lapsed without me having renegotiated but I can claim "compensation" as the delays weren't my fault. So I have to waste yet more time on trying to get anything that resembles even mediocre customer service just to get my own money back. If I could have given no stars I would have, don't use this firm even if your life depends on it!

I've have nothing but connection problems with Plusnet. They got me through the 14 day change your mind period by 'fixing it but you have to wait a week for it to work' so I could no longer leave without charge. Then their tech team won't show a fault because 'the line looks fine and shows the right speed at the router' even though my devices can't load a simple webpage most of the team. The tech team even admit it's because the copper cables are shit so they understand why it happens but won't acknowledge it enough to let me leave. So for the cherry on the cake I have to pay £75 for the privilege of leaving to use something that works. I won't go plusnet again.

I have been with Plusnett for many years and despite a few issues over the years I have always found the Customer Service very good including the phone being answered quite quick. I had an incident recently which left me without a phone line on occasions and my broadband down and despite Openreach coming out about 7/8 times and being told different things for example the problem is outside but then coming in the property yet again to tell me there wasn't a problem inside? Eventually I rang Plusnett again in frustration after 7 visits and luckily dealt with Kenaz at Plusnett. Despite me being really cheesed off he emailed a link so I could keep in touch with him to vent my frustrations and long story short he managed to sort within a 2/3 days. The problem was outside and goodness knows why it took so many Engineer visits from Openreach but big shout out for Kenaz for his helpfulness and dealing with my irritation in a polite and friendly manner.

Drop a loyal customer into the chaos that is Greenby. No Support offered and a nightmare from day one. Who made this decision at Plusnet and are they still employed?? Discrace.

No broadband for nearly a month. Had to contact them probably a dozen times to get it fixed.

Was told that compensation would be automatically apply to the account, it wasn’t.

Just spent 40 minutes on the phone trying to sort out what should be automatic compensation. The advisor hopefully wasted my time telling me that if I had had business broadband from some theoretical other provider then I might have been entitled to compensation for additional travel costs if I couldn’t work from home.

What a waste of my time

Warning - even though you are out of a contract and have sent the router back, Plusnet will continue to charge you for several weeks at an increased rate.

Patronising and unhelpful customer service from Mahan.

I was told they would call back but never received a call.

Would not recommend to anybody.

Increased my score because they sorted the problem out and answered the phone reasonably quickly.

Wow what a joke of a internet company. There is never a constant, consistent broadband connection. Always quick to pass the blame to others and never really fixes anything. The router they send is crap aswell. Cant even send a signal though a wall 2.5metres away! Roll on the end of my contract

ABSOLUTE SHAMBLES – AVOID
If I could give zero stars I would!
Ordered Fibre broadband.
4 days later emailed me to say couldn’t supply.
Rang yesterday to get refund to be then told I could have part fibre broadband.
She said I can order now. I said WAIT, do not disconnect my EE supply before the router arrives. She said she wouldn’t
4 hours later, yesterday, got an email saying I would go live the following day.
My bad feeling was justified. This morning, no internet and no router.
Rang and spoke to a guy called Lee, who said it should arrive today. It didn’t and now still no internet.
Rang a supervisor, Daisy, she said that Lee shouldn’t have said it would arrive because he AND SHE have no way of knowing when routers are sent out. She confirmed it hadn’t been sent because no tracking was available.
She also said they weren’t allowed to ring the dispatch department to chase things up and basically refused to help me further.
Their lady yesterday put through the order in the CERTAIN KNOWLEDGE I would be without a router for 2/3 days and no internet.
These people are “Herberts”, shuffling paperwork around all day and no-one takes responsibility for anything. To them, customers are people who just get in the way of them doing their job.
What an absolute shower. AVOID AT ALL COSTS!
You get what you pay for! DISGUSTED

Keep your money in your pocket

Very poor service
I upgraded my internet to fibre but they put the router in a front bedroom instead of the lounge at the back. I now have a worse service than I had before. I can no longer connect my TV box and the signal is not good at the back of the house anymore. Also I have plugged the ethernet cable into the back of the bedroom TV because it kept going out of sink, however the problem is still there

My router keeps losing signal, i phoned customer service. The Lady tried sorting problem but said a engineer needs to come. Have to wait two day's for appointment and PLUSNET won't pay compensation. I also requested full fibre which is advertised on television as same price as i paid for regular fibre £22-99 p/m. But Agent asked for more money 💰 i only had account for just over a week. I used to be with PLUSNET about 18 Month's ago and they were a very good company with excellent customer care. Now they are terrible and i would definitely not recommend them.

After being a loyal customer for over 5 years, I am being turned away after applying for an upgrade. They now do not support holiday lets as they are classed as a business - even though it's a house like any other residential property. How can a company afford to turn away customers? Such backward thinking.

Horrible network I pay for 1000 mbs but I have only 89mbs not recommended to anyone

One of the worst broadband providers in the Uk. You would be better off throwing your money in bin than getting broadband via plusnet

I'll keep it short.......we were with Plusnet years ago at a previous property and it was ok.
Now, the Internet barely gets into double figures and we pay for superfast fibre!! When I rang for help I was told that I was lieing, but they'd look into it and get back to me......it never happened!
And that's happened twice now.
I'm not going to waste anymore of my time with these rude, incompetent cowboys......I'm off to Starlink!!

DO NOT SIGN ON WITH PLUSNET!
They have been advertising recently, do not use them.
I've been with them for 5 years and recently upgarded to their Full Fibre offer; it wasn't a big financial increase so I signed up for the new plan, promising faster speed etc.
Firstly they use OpenReach, an outside supplier, to install the new fibre (drill into your home with a new physical fibre connection), but the technician never turned up, nor informed me even though we had texted each other for a definitive time of arrival etc.
When I complained, a new technicain came in 4 days that included a weekend. He took 40 minutes to do the work, told me some basic steps if certain lights flickered on the new connection box. No time did he warn me that ALL my devices (TV, printer,sound system and mobile/desktop/laptop (all Apple products) would need to be reinstalled with passowrds, updates etc.
5 days later and 6 called to technical support at PlusNet, I am still not able to use my devices as before.
When they install new fibre, they should make sure that all connected devices within the home function properly before they leave. At least warn me of this!!

It may seem strange to review a company having just left it but Plusnet deserve credit for the many years of excellent service I have experienced.
Plusnet always provided reliable and reasonably fast broadband over the years and were open to negotiation to get the best deal when each contract term ended.
Unfortunately the arrival of full fibre and transfer of its mobile services to EE plus non-availability of a Social Tariff in these times of rising costs means the end of the road for me. I also appreciate the discounted penalty for having to leave my currant contact early. Thank you.