Plusnet Reviews 2,105

Keep away they really are all in “la la land”
My daughter died and I tried to assist my grandson to change the account over to his name. He has ADHD & ASD.
Firstly when Plusnet became aware of her death they emailed her to notify her of the account closing!
When I brought to there attention that she no longer answers or reads emails due to her being dead they said well “we could have text her, but that’s the law” somewhat stunned by this comment I replied well that may well be the case but a letter to the address would of been helpful. Following three further phone calls informing them of my grandsons wish to go take over the account they all said he has to phone in and do it. I explained this would cause him great anxiety and asked is they had a process for people with mental health conditions to deal with this situation?
They said no! But he could try online. He tried online and their system did not recognise the post code.
So said to my grandson the only option is to phone Plusnet. He did this and after giving all the relevant details was told just one more thing what’s the post code? He told them and it is the same code that is on the existing account. He was then told there’s a problem with post code I’ll call you back this afternoon. She also agreed to email him with an update / confirmation.
There was no call and no email. So I called Plusnet again the following day. This time I was told the account was shut down “I can’t access it” I questioned why he couldn’t access it when yesterday 2 of his colleagues had, “I don’t know” came the reply. He then transferred me to some sort of “specialist” clown in Falkirk who basically talked in riddles and kept in coming back to the only think that can happen is your grandson has to phone in and try again. Considering the stress and anxiety cause by his first experience and the failure to get back to him I said this is just not an option, he’s still in a state of stress the following day. No other option no more help. Absolutely appalling.

Award winning, is this a joke!!
Moved to Fibrus with a buy out of £212.45 (which Fibrus covered) took 3 working days to receive. I informed plusnet that it’s going to take a few days for me to close the account. Contacted plusnet to close the account as I informed them from my previous call but got told I couldn’t pay it off as they decided to pass over to a debt collection agency! Now owe an extra £50+ for services! No customer loyalty or care at all! I know loads of people on plusnet, I will certainly be pointing them towards Fibrus and steer away from this joke of a company, self award winning plusnet!!!!

They used to be shining example of Great customer service... the BT bought them. The service has been getting steadily worse ever since. I have been with them for many many years and while I have a lot of respect for their customer service and tech support teams efforts to help. The actual end results have got steadily worse. Their current changes to their email system have been terrible. I was just told the system would be down for a week.. maybe. With no planned notifications or warning teh system would be down. Seriously an unexpected outage on system people are using and they will... email when it is working again...you know on the system that is down... This beyopnd poor

I’ve just renewed my contract after 15 years with PLUSNET to 145mb/ps and after checking the speed, the lowest was 142 !!My contract was around £30 p/m and the new contract is £23. I’ve had very few issues which were sorted out in minutes by very friendly and knowledgeable customer service. If you live in South Cheshire, you will not be disappointed. As for all the negative reviews, they seem to be from people who always complain about something. This is one of the best if you want a home supplier. At least you can understand the customer service people as it is based in Yorkshire .( with a Yorkshire twang ) not in India !!. YOU WILL NOT BE DISAPPOINTED

Why is the government allowing such a scamming company to still exist? They are scamming millions of people and nobody is doing anything about it. Clearly you can see from the negative reviews how horrible they are and stealing money of people and not even providing their services right. Planet just close your services. You are thieves.

Great customer service this morning. I only had to wait 10 to 15 minutes. Very helpful.

Don’t even want to give a 1 star. This internet provider is the worst we’ve ever used. Internet constantly crashes, always down. When you ring up, all you are told is, “There is an issue. Could be up to 5 days to be fixed.” No help whatsoever. Whatever you do, do not go with this company at all.

Absolutely scammers with the compensation scheme. I had to call them to be credited and they compensate you for loss of service months later. It feels like they had insult to injury because you have loss of service and they keep on billing you the full amount and they also do not count the first days of disservice and do not provide alternative data to stay connected. Read your contract carefully.

We've used these for about 6 years. Started off brilliant, now there the worst. Slowly for some 'insane' reason declined to being absolutely pathetic . Everytime we try to pay the bill we have massive problems ,
over the last 4/5 month when were sat watching the TV it buffers 🤣
If you have a couple of phones on in the house at the same time it it slows it massively, absolutely pathetic. obviously you do your own thing but I can promise you 2 things : 1 :plus net is garbage , 2 : there's cheaper and better out there !
DO NOT SIGN WITH THESE !
You will regret it !
You have been warned ! 👍🏻

If i could put less i would....broadband is useless they dont send out engineers and said the box bit was a gift very disappointed....WiFi is terrible and stuck for another 20months the termination fee is a complete scam....will be sending this information to all my friends and family to ensure others dont make such a bad mistake....have to keep turning off WiFi to send images so data is sky high each month....never using them again BT or talktalk all the way
Don't use this rubbish company
I will notify gocompare as this is who I got it through

I had a problem with my connection after about 2 days I spoke to plusnet and arranged an engineer to call, after having a problem with arranging times as I was at work I rang them and spoke to a very helpful young man named Adam he sorted everything out and was very polite and kept me up to date with what was happening, my service was up and running the next day so overall I’m pleased with my service.

The worst Broadband Provider l have ever been with, even Sky and Virgin is better, These lot lie, say something to you on the phone, never back up they words saying we will confirm by sending you an e-nail, never do it!
Just because it's a Northern UK Based Company and l have now gone to the Ombudsman they don't care, this complaint about owning me money has now been going on for 3 months!!
Please use Sky / B.T or someone else

Terrible experience, we have been waiting nearly 1 month now to have our internet set up. They kept changing the activation date, when it eventually came around, their system had incorrect information about the property and we were unable to set up the router. They booked someone to come out who pulled up and left because they couldn't find the house (there's only about 12 in our road and ours is the only one with a name not number!) he then came back the following day just to tell me that there's nothing he can do and that he'll request open reach come out (advised they'd be with us same day or the following day), following day came about and no calls, emails or texts, so phoned plus net who advised me that it hadn't been requested with open reach and we now need to wait another 5 days for open reach to come out.

Terrible service.

New customer 300mb speed. Only got 40mb. Customer service say this speed is only for hard wired so nothing they can do. I was within my 14 days so cancelled. Yet they insist I owe £128 cancellation.
See you in court! Im not paying.

Be honest and don’t remove the emai service to some unheard of provider without earlier notification
Such a shame started off as a good company but has gradually got worse gradually doing less
I’m off having been with them for years and they haven’t even asked why I’m leaving

Just moved, decided on plusnet. It doesn't like my post code??
I don't live in outer Mongolia !!

Will continue serch for BB provider.

We had trouble negotiating a further contract, but eventually sorted it over the phone. Our June 2025 bill was agreed as incorrect and I was assured that this would be corrected by their billing department. Oh no! The latest bill not only doesn't reflect the contract we agreed to, but there is no refund. Very disappointing.

A terrible company. I'm self employed so had to take a day off work for installation, 6 days later and many hundreds of pounds out of pocket, they arrived. Communication was disgraceful, broadband speeds are pathetic and signal drops out on a very regular basis. On top of this they charge you £61.63 if you don't realise your contract has ended. Cancelled contract to discover that nearly every other provider is cheaper and quicker. Avoid at all costs.

Download speed keeps dropping. We are constantly contacting Plusnet and they always find an excuse why the speed is low and why they will not do anything. No support whatsoever. They are happy to take our money every month and provide nothing. Stay away from this provider.

Scum. Signed my parents into a 24 month contract for broadband not fibre at £38 a month and they have download speeds of 3mb on average. How is this company legally allowed to be in business? Rip off con merchants.