Plusnet Reviews 

Absolutely shocking would definitely not reccomend - keeps on disconnecting so upset

Called Plusnet on Friday at 7pm after broadband was damaged by Openreach. Plusnet initially answered my call, put on hold while my call was investigated, then simply disconnected at 8pm. Office closed.

Rang promptly at 8am next day. Lovely lady explained my call was being looked into and I would get a call that morning. Then the text came saying it would be that afternoon. And then no call came that day.

Repeat day after day. Plusnet employs lovely humans but they can't fix the problem, and the business continues charging because it can.

The sobering thing is this: I could write this review about almost every utility in the UK today: telecoms, water, roads, gas, electricity. The UK is no longer the 1st world country I grew up in and Plusnet's shiny branding and lovely staff cannot disguise that.

Plusnet working with 3rd party cashback companies to peddle their products. Once you sign up, Plusnet veto the cashback agreement, naively pissing off their new customers in taking advantage of them. Very silly strategy.

There must be some legal issues with this, it's kind of a retail level entrapment scheme from Plusnet - have submitted a complaint, will be interesting to see what they come back with.

Just another big corp, penny pinching from the little people.

If you want grief for yourself and no service but wanna pay for the installation fee what you never gonna get back just go ahead and listen for this company unconpetent team all day long.

Fibre Broadband stopped working and took 2 months and 5 visits to fix. I attended all engineer visits. Still waiting after over 6 weeks for any compensation. As usual with seemingly all utilities these days, when something goes wrong, no one takes control.

Terrible customer service, engineers failed to install a connection at my house, phoned to arrange next steps and get an eta on completion, as well as make a complaint they could pass to openreach, was repeatedly ignored by the person on the phone and hung up on

Plus net ripping me off I left plus net because kept going down you don't get the speed you post to get there got hidding fees as well there cutie off erley today was fine bill £102 so called them to pay it omg not been generated my final bill no way going g to pay 300 no one charges them got better Internet plus net don't go with them there will rip you off

Hmm. I have always felt positive about PlusNet but today it was a different story. I pay £29pm (steady increases year on year) for a 55-72MBPS service, but only ever get 52mbps these days (just above their minimum). I had an email from Vodafone offering 150mbps over 5G starting at £19pm, so called Plusnet. I prefer to stay with them, and so hoped for a slight improvement in speed and a reduction in monthly fee. Am happy to stick around until full fibre reaches us - promised but no specific date. Richard was friendly and enthusiastic, confident he could help. Except he couldn't. I was on the call for 47mins. Finally, nothing could be offered on price or speed. A misuse of nearly an hour of my time; over promising and spectacularly under-delivering. I have sympathy with these salespeople, for sure. But really. PlusNet: this experience has changed my view of you. Customer retention may be mouthed but has no substance. I'll be off as soon as full fibre knocks on my door, and not from you.

Had plusnet for 4 months - wifi signal regularly has a 5 second 'gap' which Plusnet's automated fault finder can't detect. Not crippling but interrupting work occasionally.
Plusnet's voucher offer was a disaster - it's designed to wrongfoot busy customers. Remember that voucher companies make money by people never redeeming? Plusnet have set the time window for getting the voucher so small that risk of losing it is HIGH. If you want less stress, try a broadband offer without vouchers.
Plusnet frontline staff in Sheffield and Falkirk are great, but have a strict 'computer says no' answering script. Escalation does not really exist: "not possible" was a much heard phrase, which gets repeated ad nauseum (several hours in fact).

Non-existent customer support, no way of contacting them without wasting hours in a phone queue system. Been with Plusnet for over 10 years, they've got worse and worse and worse.

I have been a plusnet customer for 5 years. Recently after movin house, the whole service has been a joke. I have had no working wifi for almost half the time it has been working. Every month it's down for a week - I am told it would be resolved in a few days, then all of a sudden an engineer needs to come to the house. They gie me an appointment when I'mworking, request a different one, they never give me one. Now I have had days of chasing, soe pf the worst custeomer service on the phone, loing waiting times being transferred to the wrong staff members who cannot help. My compensation never arrived as promised.
They promise to provide a service, they take the money then fail to provide the service, try to cancel and they want to sell more products rather than sell one good one that works and want to chrage a cancellation fee for a service that hasn't even worked as proised and paid for. Don't bother going plusnet unkless you enjoy being at your wits end.

I am learning that Plusnet don't use email. They send messages from 'do not reply' addresses. No web chat for help. The only way to contact is via phone, so no written evidence. BUT on the phone they are very helpful. Finally they recognised there had been 4 missed engineer visits and reimbursed me for time wasted. The people are good- the record keeping less so.

Everything was going well until I moved my payment date. I the got charged an additional pro-rata amount on top of my bill due to the extra 'days service'. Hold on a minute, when I've changed payment dates for my car insurance and electric they didn't charge me the extra for the 'days service' on top of my monthly direct debit. Effectively £10. Is it no wonder their trust pilot rating is 1.7! Don't believe the blurb on their website that they're an award winning service. Clearly they aren't. Very poor. Perhaps they can give money back when the direct debit fails and they 'restrict' your service until you've paid your bill. Bet they won't do that though. Terrible

I signed up with PlusNet for broadband and laterly phone. I’ve been with PlusNet for about 25 years.

I was pleased because they offered free email hosting and hosting of my one domain for free.

About a year ago email stopped working stating that my domain could not be verified even though it was hosted by PlusNet 🤷🏻‍♂️.

The support crew were polite but ineffective. After a year I moved my email hosting to another provider and then signed up for full fibre broadband with another provider - not one recommended by PlusNet.

As things stand PlusNet should be avoided as they do not seem to have mastered change control procedures nor any skill with regard to informing their customers of changes.

In short they have become an unreliable provider of internet services and, in my opinion, need to be closed down.

Since writing a negative review Plusnet customer services have been in contact and have been incredibly helpful, replying by return and solving my issue to my satisfaction. I cannot recommend the broadband service but their customer service is excellent.

Whatever they tell you moving to fiber from copper is not a good idea.
Initially lost internet for 24 hours after being assured it would only be a couple of hours. Stopped working after 6 hours and now being told no one can get out to us to fix it for 3 days. So four days no Wi-Fi and counting. Cowboys

Changing from Plusnet to EE as the former no longer provides landlines. They are so obsessed with following process and providing blanket information they don’t provide all the details essential to a functioning service and preservation of my phone number.

I have had time wasting hours of phone calls with both companies and get different answers from each ”guide” I have spoken to. I have received totally inadequate guidance and only discovered I can’t use their phone service for technical reasons after concluding a contract. Together with this and difficulties in finding suitable dates the contract has been concluded and cancelled several times.

As Plusnet are gradually automatically migrating customers but are unable to say when I tried to organise the migration myself, I was not informed by EE there would be an £80 early exit charge. I only discovered this on phoning Plusnet and had to cancel the contract and start over.

It is unacceptable that customers lives are being disrupted in this manner with the threat of the loss of a landline and their own phone number. I have enjoyed around 30 years of broadband and landline service from Plusnet and am unable to find any continuity with EE as Plusnet has recommended. They are sister companies and should be able to work together to provide a seamless migration and with adequately informed staff to provide guidance rather than their take it or leave it attitude. Their sole purpose is sales without any ability to think outside their box and regardless of whether or not their system is suitable and works for their customers! I still have copper wire and their sole interest seems to lie with selling full fibre products but the service has not yet been installed in my area and no dates available on when it will be.

IT IS POINTLESS EE GOING THROUGH THE TIME CONSUMING PROCESS OF CONCLUDING A CONTRACT SEVERAL TIMES WITH CUSTOMERS ONLY FOR THEM TO DISCOVER AFTERWARDS YOU CANNOT DELIVER THE GOODS!

“ If you need help with your broadband or landline options, please call 0330 123 1105 and one of our guides will be happy to help.

Thanks – Matty”

Marty, thanks for you inappropriate AI response. Clearly you have failed to read or understand the specifics of my complaint as you merely repeat the contact details of exactly the same service EE has no competence to deliver on!

Where is the EXCELLENT SERVICE you claim to provide to customers at the beginning of every phone call?

Neither company takes responsibility. I hsve been transferred internally from one company to the other several times to be told to call the other company, bit to mention the many hours wasted on the phone trying to get connected to the right departments and get an answer..

I've been with Plusnet for a very long time, much more than 10 years, perhaps even more than 15, and their service has been pretty good overall (I'd probably have given them a 4 star review). But between my wife being terminally ill and running my own business I don't have a whole lot of hours left at the end of the day. When my contract ended the price more than doubled to an utterly obscene price for ADSL, and I simply didn't have the time to mess about with switching to a fibre contract so just paid it while resenting the more and more (3 stars for preying on those who are vulnerable).

Then they started pushing me onto EE, which I never asked for nor agreed to, because I have a phone line that they, of all people, should be able to see hasn't been used for about 10 years. I wasn't happy with that and tried to move to a fibre contract with Plusnet, but the page wouldn't work (at this point I'd have given them 2 stars). In the end I went to one of their competitors and got a package that's guaranteed not to change price mid-term, comes with a fixed IPv4 at no extra cost, a block of IPv6s (the lack of IPv6 on Plusnet has always been a problem, it's 2026 for crying out loud!), and a guarantee of no peak slowdowns. Switching was easy and, after the various recent debacles with Plusnet, a breath of fresh air.

I then got a call from someone at Plusnet retention who was, frankly, incredibly rude and very pushy. After arguing with me for about 10 minutes when I had many much more important things to be doing, the only way to get rid of him was to adopt the same attitude he'd been expressing towards me throughout the call and to be rude in return.

That call is what sealed the deal for a 1 star review. So long Plusnet, I can't imagine I'll be back.

I really wouldn't recommend Plusnet. I have been a customer for many years. I am charged significantly more than new customers, my latest bill was £58 a month, the most Plusnet charge new customers in my area is around £35 a month. On top of this the speeds are slow and the connection drops frequently. This is how loyal customers are treated. Also they cannot be contacted by email and do not have online chat

I set up a new account on Sunday 23rd and booked activation for Wednesday 25th on their calendar. Nothing arrived except a contract email that evening called on Sunday to their agent no issues was told and the credit card 42.99 went through. Wednesday nothing arrived called them past through two agents one hour I won't get back. I'm having to start process all over again new activation date Sept 1st. It will take 5 days to get my money back and now lost 9 days. I'm member of Which and they recommend this company. It's not a great start. Oh still charged me the activation and they now have two payments.