Plusnet Reviews 238

Shockingly bad. Have been trying to set up a calling plan for months, both online and by phone. Every person I've spoken to sounds dim and not interested in the problem. Their call rates without a call plan are extortionate. I was taken in by their folksy and completely misleading advertising. Avoid!

Plusnet's billing system is awful.
I have been overcharged yet again, 6 months into a supposedly fixed contract. My broadband bill suddenly doubled the price.

I was overcharged last year and it took many phone calls and countless hours to resolved. The problem was blamed onto the new invoicing system. I gave them a benefit of doubt and renewed 6 months ago. Sadly to say, the problem has re-occurred.
I dread to think how much time it will take this time to resolve !

Absolutely horrific. Doesn't reach to all rooms in the house and the ones it does the connection is awful. By far the worst internet provider I have ever come across.

There's really bad then below that is Plusnet. Worst broadband service ever...but I've had the service for 15 day's and there's nothing we can do. She also said 'if you had called seven day's we could have looked at the issue'. That's not right...14 day Cooling off period.. it's so slow. Leave it well alone.

Poor service. Avoid! Large mix of knowledge from support staff.
They will take your cash but the broadband performance is getting worse.
BTs poor distant relative....

Now they are saying that the Cheque for £100 will take upto 28 days and its not their fault as its the royal mails fault, I have been on hold now for over 30 minutes waiting for this muppet to get me the tracking number of my cheque/letter that was sent out on the 31st January. This is pure B$ I get mail from Hong Kong quicker than this piece of crap company

Avoid this company

The mobile team are utterly con artists. Continually taking money out of our account well after the 30 days after the contract has been closed. Having to contact the bank to stop them stealing money out of our account. Avoid at all costs

Something must be wrong at PlusNet. They have constantly overcharged me on my present phone and broadband contract. I have to contact them each month to tell them to get it right. Clearly a problem in the Contracts Department.

Prior to being Plusnet they were metronet who were excellent. My broadband has gradually got worse,as has the customer service, but strangely the pricekeeps going up ! Time to look elsewhere me thinks. Rubbish really as I have been with them for 15 years.

Crap service, crap customer relations and CRAP advertising campaign

I've just called them to ask a question about my mum's account. I've now been waiting 73 minutes on hold listening to music on repeat. I feel like I've listened to 'now 93' three times over. How can a company function like this with regards to customers?

Inept and shambolic service Plusnet via John Lewis broadband do not even bother to waste your time with these people can't even set up a service as my address and phone number don't match even though I've had broadband and line rental with serval other providers for the last 10 years at said address. I was told that I would have to ring up BT to sort it out!!!. why waste my valuable time when my existing provider and previously providers have had no issues all to save £ 5 per month with no customer service at all. I set up with John Lewis on the 18/12 and they took my money and emailed me on the 30/12 to say I needed to sort out needless to say I cancelled on the 30/12 and now have the pleasure of waiting 10 days for my refund. The service is fronted by John Lewis but provided by Plusnet I shall never use either company again, John Lewis you need to take more care of who you outsource your white labelling to though I doubt Plusnet or John Lewis even take the trouble to read reviews on your service

I had a sim only plan with Plus net which I had no problems with. However when I switched provider and wanted a refund of the credit on my account, they wouldn’t give it to me. I rang and spoke to a sarcastic member of customer services, who told me I would get it back within 10 working days. I rang two weeks later after not receiving it and was told there were 6 week delays!!! I’ve now received an invoice wiping out the credit under the guise of additional charges!!? Basically they have stolen my money.

The worst provider available. If I could give no stars I would. Have no interest in helping or correcting problems. Slow internet and it just turns off at midnight. Which is fine if everything is ok but my husband is abroad a lot and we have a young child and sometimes you need the internet after then. I’m paying for it so why shouldn’t I be able to use it. SHOCKING. Absolute rubbish. And your tied in for 18 months. If anyone can help advise me on how to get out I would appreciate it.

Joined Plusnet as they are local to me.

Had very slow internet connection. Rang them on numerous occasions.

The time before last, I spoke to Liam, he said he would help speed up my internet. He said he would remotely speed up my router from his end and that after my call, to turn off my router and then switch back on after 30 seconds.

Phoned again after a few months, still very slow. This time I spoke with a lady. She was very helpful and said she would guide me through changing the channels on my router.

I asked whether she could do it at her end, as Liam did last time. She said they cannot do it at their end. I was absolutely shocked that I had been lied to and I am still in a contract with them!

What an absolute shower, as a company, they never seem to be free of chaos and some sort of IT failures.

After the horrors of them cutting me off last year for a month (that openreach blamed on them) ive luckily not had to call the support number.

Called today as we are moving house (we are out of the country at the moment so expensive international call). Wife went through 15 mins first conversation about the move and was told "sorry our systems cant look up customer records call back in 3 hours".

We did, were told it would be upto 10 mins on hold, thats 25 now, on an international call.

Tried the chat bot, you fill the details in and it says it's not available over and over again.

This is my 3rd experience in 18 months where it's a disaster calling support, it costs me time and money and nothing has changed at this suppliers end.

Utter disgrace, i can see from the other feedback under this thread and others i'm not the only one.

Plusnet, do you over, but never proud. Ive burned 30 quid already in calls with nothing to show.

I've been in IT for 35 years .... when my contract is up with these guys i'm never coming back and from the experiences ive had over the last couple of years would recommend people think twice. Support, for me, always seems to be painful, nothing is easy or gets fixed quickly and there's always something wrong.

update

eventually got through and agreed they would call my son to arrange appointment AFTER the 13th when we had the keys. They then scheduled it in the blind for the 13th and we had to call again, expensive international call. Spoke to Chris who sorted this out moved the date to the 19th.

This morning on the 13th guess what they cut my existing broadband off. Called and explained to the support team the situation and my account on the website saying a change is in progress. Son now doesnt have the broadband he needed for college work. Looks like someone moved the new install transaction on the system but not the end of service.

Currently 30 minutes in to an expensive international call being transferred around. Just got the musak we suspect no one will pick up as there's nothing that can be done.

Looks like even though we got a new appointment it's been cut off today an an openreach engineer probably went out to an empty house.

They now tell us that we will have to wait for things to lapse as "we missed an appointment" but we know its not your fault, it's our mistake" and then a new appointment for after xmas . Also nothing they can do for a week. 45 minutes on the phone and my wife is having to raise her voice to them. Absolutely DISGUSTING. Shafted us. The person talking to my wife is basically just trying to wear her down so she'll bog off, telling her there's nothing that can be done even though they have messed up twice . ZERO RESPECT and it hits my son who has end of year projects with large media files he needs to move. Horrible company and people and the minute you hang up nothing happens .

There you go, yet again 3 failures in a row that cost me time and money.100% unreliable. They just want us off the phone so they can do nothing. There is a very serious problem within this company.

Thanks plusnet for impacting xmas for us and my sons exams and offering no way to resolve it through your own repeated errors.

We'll do you proud! Plusnet do anything but. Used to be good before selling out to BT. Service was excellent but has now dropped to lowest common denominator....BT who only care about shareholders not the customer.
Used to get straight through for help - not anymore. Tickets raised used to get resolution and regular communication - not anymore. Used to be able to get good deals on renewing - now pitiful. Used not to get regular issues - not anymore. One example tells it all. My email was cut off. I call and am told due to being hacked it was suspended. Asked why wasnt I informed? The unbelievable reply.....we emailed you. They did, on the account they suspended!!! Can you believe that?!! Of course I didnt receive it.....duh! Certainly didn't do me proud. Wouldnt recommend.

Finally left Plusnet, BT are running this company into the ground, since the take over Plusnet as stopped caring, and after breaching the contract I have had it, joined another provider AVOID AT ALL COST

I have been a customer for many years and overall the service has been fine. I did have a major billing issue back in July which has only just been resolved. I would like to personally thank Lee Yule for his superb professional approach which was both caring and considerate. Lee has been such a fantastic help resolving all the issues. He is a credit to the company. I would have left and changed provider if it wasn't for Lee.

Shocked and disappointed-NO STARS!!
After 1 year with Plusnet my land line was allocated to a new neighbour! While on a conference video call to a client in Belgium the line just went dead! When I called Plusnet they said my number is with Sky and I have to reapply for a new service with a 10-20 working days period!! I was distraught having no connectivity or wifi calling with my Clients. After 11 very long phone calls with plusnet they said they apologise and will do an emergency activation in 3 working days. After 5 days I started calling again going through the habitual 20+ minute waiting periods.
Then Plusnet said they can not help me - re apply as a new customer!! When I re-applied I was told there are no fibre points available in the box!!
I had to spend 1.5 months to get Fibre again while trying to run/save an IT consultancy via Hotel lobbies , Pubs and hotspot! No apologies from Plusnet- Stay clear of them wish I could give them NO STARS.