Plusnet Reviews 12,295

Extremely corrupt business !!

I fail to see how they're able to say "We have the best customer service", when, after the contract is finished they still charge / bill you every month !!

They say that because the "Line" wasn't populated after them (Plusnet), even though I went with a 5G service (No Line needed) the FIRST time, they carried on billing ... THE SECOND TIME I got Fibre.

At NO point was there a reason to use the OLD COPPER SYSTEM !!

DO NOT USE PLUSNET !! There are better services around that do not fleece you!

My old service has been disconnected 48 hours and I’m yet to receive my router!!

Absolutely disgusting Customer Service from a Waqas Ahmed. Completely rude inattentive dismissive and not even willing to take the time to actually listen thank fully I was able to get him to agree to put me through to the customer options team where I was then connected with a customer service advisor by the name of Dylon, who was very helpful! total opposite and he was able to find a solution to my issue and get me on a better tariff !

Speaking to customer service is practically impossible. Waiting times are consistently over 20 mins every day of the week. The recorded message points you at the web page but my query requires human contact. Come on guys... Get a grip on your ratings... Please

Out of the dozens of companies and bodies I had to contact about my Dad passing away to close accounts etc, Plusnet was the only one where you couldn't fill in something online to report it. Rather I had to ring the generic contact number and sit in a queue for 25 minutes before getting an answer with no option to hang up but keep my place in the queue that a lot of big companies offer these days. It's not so much the "trauma" of having to report a death, it's just not very respectful and when you have dozens of such calls to make it's a waste of valuable time.

Was told that they'd email when the account was closed - to my dead Dad's email address of course!!! Lucky I asked if they wanted MY email and got it changed.

The guy who helped me in the end was ok though, making this a 2 star rather than 1 star.

Absolute Garbage, it drops out more than it works.
Sometimes a human will contact you but most of the time NOTHING. ours has been on and off for days on end we had about a weeks worth of being off within a month. No sorry no money back or a credit or reason why, still the same crap router that we started with years ago. Time to put Plusnet and their router in the bin!

I was with plusnet for 20 odd years and were always able to price match when the contract came up for renewal, experienced good service and customer support. However this year they weren’t bothered to even try and price match so moved & got it cheaper. The real complaint is about the email move to greenby who are appalling. Plusnet need to take some responsibility here as there was obviously no due dilligence undertaken.

Seems a bit unfair to go straight to the 1 star but...

Very happy with Plusnet internet service and their customer service until:

Apparently my contract expired and I was put on an out of contract tariff of c£60 a month (for non-fibre, 50mb ish speeds). Missed the emails for a few months and have therefore been, what I consider, overcharged to the tune of £100+.

Be careful of this little trick. Feels like I've been conned.

So, now there is no connection at all with Plusnet emails. Gone.

Was emailed by Plusnet to tell me they were moving my services to EE. I didn’t want this so set up with another company. They have now charged me an early exit fee from my contract even though it was plusnet who ended my contract!

I am paying over £30 p.m. for
Broadband & then I suddenly see an advert on TV for new customers to take out a 24 month contract for £22.99 with Plusnet? So
I contact them to see if I can cancel
My Sh**ty contract & take out the £22.99 one & they yes of course but you will
have to pay a £100 cancellation fee. These companies are bandits, there is absolutely no incentive to being loyal to staying with these modern highwaymen. I HATE THEM.

This company discriminates against disabled customers are very rude and aggressive . No compassion Craig from retainemt in Falkirk constantly talked over me and talked down to me absolutely disgusting behaviour. Would not recommend this company plusnet to any one.

I should've read the reviews before signing up. I paid for my first month yesterday, but my internet will not be switched on for three weeks. I want to find out if the monthly direct debit will start a month after the connection, or a month after the first payment (in which case I will have paid for a month but only had one week of access), but there is no chat or email facility, and getting through on the phone hasn't been a success. Why no online chat facility?!

Signed up to Plusnet as they offered a Minimum Guaranteed Speed: 500Mb and estimated I would get an average speed of 900Mb. After 8 days I called their customer service team and after resetting the router the speed is still below 500Mb. I am told this is to be expected and so I don't understand how they can sell the product based on an a average speed of 500Mb. No happy and would not use them again.

ISo now I've cancelled my soggy sogem & my direct debit & I've left them. What an overpriced rubbish service that kept on buffering 😡.
In trying to return the hub. 🤦 It's a nightmare!
The link won't allow me to get a code so I can go to post office & get the return done.
So now I'm waiting for them to see if the local plusnet team has any. Why is it so hard? Just print out & send a returns label. Other companies do it. So why not Plusnet? Your so not, not, not charging me for a hub your not helping me return. If you want it print off & send a returns label. Simples 🤦😡
Update:- I've had to PAY to return the hub. Plusnet & the Royal Mail link have been rediculous. Sent a message to say the hub is on its way back. That's the end of my dealings with Plusnet.

just ripping off old people. 'all inclusive minutes' doesn't cover mobiles...you have to hang up before an hour, which many older people aren't focused to do. £177 monthly bill for a 92 year old just because she wants to keep her landline. shameful.

Got told I need to find a new provider as there disconnect the landlines, 2 days later got a call asking why Iv swapped than the put a blocker on my router until I paid £160 because Iv swapped.
Been with plusnet for about 6 years and never had issues but the past year the internet as been utter crap. Weak signal and extremely slow speeds.

Plusnet sent an email 12/5/25 to say migration to Greenby would start on 14/7/25 and Greenby would advise when complete. I did not hear from Greenby and I continued to receive emails in my Plusnet inbox until 21/4. Plusnet said that my migration was completed on 10/3. I wasn't told of this so I couldn't use the 30 day free trial and my emails are locked and held to ransom until I pay £15. This is extortion. I have used Greenby email complaint service but they are not interested and I must pay up or lose my emails. Unfortunately Resolver do not have Greenby or Enix (parent company) on their list. I have raised a ticket with Plusnet today. Unsurprisingly Greenby are not signed up to the Communications Ombudsman or CICAS but Plusnet are so I might try Resolver and then the Ombudsman with them. I am elderly so this has been a difficult and time consuming issue so far. Not happy with either Plusnet or Greenby. I have put the same review for Greenby

Moved house and then they cancelled the connection 2 days after it went on. Apparently their system does that sometimes.

Now I’m paying more than new customers and when I complained they just say “you’re in contract so we’re not doing anything”. As they show no loyalty I won’t be when it comes to renewal as I will be going somewhere else.

I've spoken with plusnet on the phone twice now - and both times the advisors went above and beyond to resolve my query. I've just spoken with a very helpful lady called Megan who sorted my query quickly and efficiently - she made the effort to chat and be kind during the quiet moments, while she made changes. Feeling much better about our imminent house move and changing internet over now. Great customer service on both occasions thank you.