Plusnet reviews

Plusnet reviews

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So bad I had to cancel!!!!

No surprise really, same story as many customers here. To summarise:

I was a previous customer of PlusNet (10 + years ago) and was recently recommended them again by work colleagues. My previous experience was excellent and I was looking to switch my fibre service from BT.

So, signed up with PlusNet online and chose a date for activation. Activation date came and went a week later (after no contact) I try to call. Queuing message stats 30 minutes, I gave up after 35 minutes!! I raised a support ticket, first attempt crashes their site, second attempt successful and expected response 32 hours!!!

The following day a text arrives informing me my router is on its way. Then another text arrives stating an activation date 2 weeks later!! I call them and get through after 40 minutes!! No apology so I decide to cancel, the person in customer services couldn't wait to get rid of me!!! The cancelation person I spoke with "Andrew Clerk" was rude and conceited. Evidently the delay was for an engineer visit that I didn't need!!! and he doesn't control what's on the website!!!!
Another text message arrives informing me cancellation to take place on 07/04/2014!!! The day before activation was due. I have absolutely no confidence that PlusNet will not try to hijack my service, I have called my existing supplier and cancelled the switch with them.

Do yourselves a favour and avoid this useless bunch of arrogant northerners like the plague..........
Plusnet

Reply from Plusnet

Hi Paul,

That doesn't make for good reading and apologies for your wait :(

I'm happy to help on this if needed, not sure why this hadn't gone active I'd need to look at your account to confirm why.

If you need us to help with this then please send us a private message to either our Facebook or Twitter pages with your username on. I'd also be able to get the call listened to and feedback to anybody you spoke with if this was needed.

Kind Regards,

Chris Purvey
Plusnet Digital Care Team
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#####WORST SERVICE EVER#####

Please never sign up. Connection drops everyday. Now has stopped working altogether. Takes over an hour to speak to somebody. And to make it worse I tried to cancel my service even though my contract had expired I was still told to pay £30. Engineer visit can cost £60 if you don't follow their complicated and time consuming process when trying to fix connection. Please please please pay extra and use a competitor.DO NOT SIGN UP. PAY EXTRA FOR BETTER SERVICE ELSEWHERE. THESE GUYS ARE ABSOLUTELY RUBBISH.
Plusnet

Reply from Plusnet

Hi Hussain,

Sorry to see you negative review.

The engineer charge is something we always try to avoid giving to a customer, this is why we advise of the checks prior to sending an engineer to avoid this.

Something obviously isn't right if you connection isn't working and it maybe something that does require an engineer visit.

If you need us to help with this then please send us a private message to either our Facebook or Twitter pages with your username on.

Kind Regards,

Chris Purvey
Plusnet Digital Care Team
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Complete fraud - STAY FAR FAR FAR AWAY!!!

2 days subscriber of their so called "Fibre Unlimited" and absolutely disgusted by their service.
I'll keep it simple:

-Before subscribing, all their so called "estimations" were around 75 mbps.
-After having the service installed, the speed was 50 mbps.
-Their so called "traffic management" was limiting everything so badly that the best speed I could ever get from any application was 12 mbps which is not much faster compared to any regular ADSL service anyway.

I have already started looking into my legal rights and dispute options so I can get rid of their horrible service without paying hundreds of pounds penalty which they put into the small prints of their contracts under "cancellation fees".
Plusnet

Reply from Plusnet

Hi there,

Sorry to hear that you've been unhappy with your fibre service.

If your estimates are 75Mb/s then these are the types of speeds you should be seeing. It could be that there is a fault on your line by the sounds of it as we also do not restrict speeds and our traffic management is something that should benefit your online experience.

Please send us a private message to either our Facebook or Twitter pages with your username on then we can look into this further for you.

Kind Regards,

Chris Purvey
Plusnet Digital Care Team
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Susnet not plusnet!

I am absolutely disgusted with plusnet or should it susnet? My disabled daughter who has been waiting to move into an adapted bungalow for last 8 months has been sold a new contract! Plusnet first tried telling me she rang them then that she did herself online and now admit they rang are looking into it. Supposed to have two team leaders involved. She has the mental age of 7yrs you are an absolute disgrace and everyone needs to know how you roll!
Plusnet

Reply from Plusnet

Hi Derek,

Really sorry to hear about this. Please feel free to send us a message with the username and I'll have a look for you. Feel free to do that over on our Facebook or Twitter pages. We also have our own forums over at http://community.plus.net

Adam Walker
Plusnet Digital Care Team
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Not worth the money

I had the services installed and they were fine, however Plusnet then had issues and they had a message about it on the phone, they came to check the line and said that they had found an old master socket under the carpets and they need to access that, however we said that wont be possible unless they want to pay the damages, which they said they wont do, they did not want to even send another router to check if that was the problem, however the connection was on fibre and dropped out so many times that I was unable to use the net, so I went to orange,
Plusnet

Reply from Plusnet

Hi Shiv,

Really sorry to hear about that. Please feel free to send us a message over on Facebook or perhaps at http://community.plus.net as I'd like to look into that and make sure we're doing all we can to help.

Adam Walker
Plusnet Digital Care Team
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Quick and easy transition

We changed to Plusnet from BT as BT were simply over priced. Plusnet gave us all the necessary information that we needed to get the change over to go ahead. Customer service was excellent and quick to find solutions to any of our queries that we might have had. The team went through everything thoroughly and provided us with all the information that we needed. The communication during this process was excellent. Couldn't fault the service we received. Was really simple, got the new hub and an activation date. Hub set up with no problems what so ever.

However, since the new broadband and phone went live today we received a call that there possibly would be change over charges. We were not advised that there would be any charges for changing over when we spoke to BT or plusnet. We feel that this was the only let down on their part. Even when changing energy companies they advise you of this. If there are going to be charges from BT feel slightly left in the dark about this.
Plusnet

Reply from Plusnet

Hi Vicky,

Sorry to hear about that. Please feel free to send us a message with a username perhaps via our Facebook page or over at http://community.plus.net and I'll be happy to look into that for you?

Adam Walker
Plusnet Digital Care Team
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No problems at all.

I have just moved to a flat above a shop. Nearly every other company. Talk Talk, Sky (also they tried to flog me TV which I didn't want), BT all said they couldn't provide me with broadband because apparently I didn't have a BT line (even though I could see a box) and they couldn't change the address manually. The shop below has a phone line and every time the companies took my business they were trying to take over the shops phone much to the annoyance of the owner. Also the thing that really cheesed me off was that when you signed up you got an english speaking advisor to take you through signing up. When there was a problem you got an overseas call centre which I don't have a problem with per se but they generally are reading from a scrip and are difficult to understand.

Anyway back to the point. I phoned Plusnet and spoke to a lovely man called Elliot who changed the address so I was the flat above the shop, got the point I was trying to make about having a line into the property but there also being an active line and the signing up process was really easy. He didn't try to push products on me or anything. I signed up end of Feb was told a BT engineer would have to come out and the date was for the 26th March. Recieved a txt a few days later to say it was going to be the 13th March (bonus!). BT engineer came round, he was fabulous, on the internet within 7 days like they said in fact it was a surprise to us as it was about 5 days after the BT engineer had been. Had no problems at all. Phoneline works amazing, Internet is the speed they advertised. In my opinion they are all as bad as each other and you won't get perfect service all the time but with Plusnet I've had a really good experience. You can't blame the ISPs for BT engineers not turning up. I was so worried about this I put a giant note on the door. BT engineers are paid by the job so it's not in their interests to not bother going
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A victim of its own rapid sucess!

I would not recommend plusnet to anyone looking for good customer service, especially if you are considering a house or business move. I have been with them for a few years now and initially they were very good, quick at answering calls and technical queries. Now however it is a standard 15min wait on the phone (at any time of day) just to speak with someone.
I have just moved house and run a business from home so internet is crucial, I was promised by the home move team that all would be well and the phone and BB would go live on the 2nd April 2014. The phone switch went smoothly but as of writing still no BB. After many phonecalls and various handlers who each promised me a call back (never happened) I am still none the wiser as to why it is not working.

I don't think the technical team have any idea also, they blame BT but can't advise of what the issue is just that "a team will review it" great that helps a lot. Each day I am without BB costs business and money. As a stop gap I am paying for BT FON as there is no other option.
I would hazard a guess that the working relationship between BT and plusnet isn't a healthy one and maybe they get shoved to the back of the line. They have grown too big too quickly and clearly can't cope with customer demand and issues.

I will be contacting BT shortly to move my services over, this will delay my BB by a couple of weeks but I have no confidence in Plusnet going forward.
Dave Spilsbury
Plusnet

Reply from Plusnet

Hi David,

I'm really sorry about both the long call waits and the issue you've mentioned.

Just wondering if you'd mind getting a message to us perhaps over Facebook or our community page at http://community.plus.net with your username just so I can identify your account and make sure we're doing all we're doing all we can to help you.

Adam Walker
Plusnet Digital Care Team
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ITS HAPPENED AGAIN!! Unbelievably bad company

After terrible customer service and quite frankly shocking service we had a nice response to one of our many issues regarding a engineer visit here is a copy
Dear Mr Wareham, Thank you for getting in touch, Let me first of all offer my sincerest apologies for the inconvenience caused in regards to the BT engineer. I reviewed the account and can see that the advisor that you spoke to noted that he would be unable to contact the engineer to advise him of the situation. I accept however that they could easily have phoned Openreach and asked them to relay the message to the engineer in question. In regards to the contact number given to the engineers, we provided BT with all of the available contact details for yourself, and not just the one number. However I am sorry that they rang the landline I can assure you however that we will not charge you for the missed appointment, and would very much like to get this problem resolved for you as soon as possible Kind regards, Matthew Cruise
WELL GUESS WHAT? engineer was re booked for today and i took another day off work to wait in. waited all day before calling plusnet at 4.30 to be told the appointment has been internally cancelled!!!
I dont know whether to scream or cry?? i can believe a company can do this to there customers its simply appalling
Plusnet you should genuinely be ashamed of yourselves
Plusnet

Reply from Plusnet

Hi Dean,

Sorry to see that you've not had your services installed yet.

I don't have your account details so I can't see why we hadn't chased this up, there is no guarantee that we could have got the engineer to return and this can also be a timely process.

I'd like to take a look at that if I can and see if I can help out, if you can send a message to either our Facebook or Twitter pages I'll be able to locate your account.

Apologies for the inconvenience caused.

Kind Regards,

Chris Purvey
Plusnet Digital Care Team
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Plusnet is OK but are owned by BT

Plusnet itself seems to be OK so far but unfortunately they are owned by BT and use BT equipment. I pay for 16 Mb download but get 5 Mb and 0.3 upload. If anyone in the house is using the internet, online gaming is impossible and at peak times it is impossible even when no one else is using the internet. This is, probably, BT's fault though. We will probably be switching to a different provider meaning a big cost (around £150). The customer support has been pretty good. I have talked about this problem on the forums and have had pretty helpful responses. Two staff members, Chris Parvey and Chris Pettit, seem to be everywhere, always trying to help people.
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Plusnet are owned by BT!

I paid for my line rental for 12 months and now 11 months down the road I'm more than happy with the service there providing me. My average bill now is around £10 per month including my calls and broadband as I still have the offer for another month. I was told I would get around 17mb speed and I'm actually getting around 21 mb.

There service and offering is far superior to BT they have UK call centres and a reasonable pricing structure.
Ive also since recommended them to friends so now Im getting discounts for using there services monthly.
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Offer Price???

Was considering moving to Plusnet from TalkTalk as the offer of Unlimited Broadband plus weekend calls at £17.49 including line rental for 12 months appeared attractive.
Went online and entered my landline number and post code and after several more stages offering additional "bolt ons" was surprised that the price quoted at £24.49 for the first 12 months.
Looking into the T&C's I noted that the offer price of £17.49 is for "Low Cost" areas only, so I assumed my number/postcde was not considered as being in a low cost area which was at odds from what I was being told by other providers I had contacted. Called Plusnet to query the low cost element and was told that according to their info there were less than 10,000 properties served by the local exchange. I stated that the criteria according to Ofcom is:-
"There's 2 or 3 different providers of broadband (including BT) Or there's 4 or more forecasted providers and less than 10,000 properties served".
I know for a fact that there are at least 4 providers in my area now other than Plusnet (TalkTalk, BT, Virgin and Sky) who provide a service in my location and stated as much. I also find it very difficult to believe that in the 01442 (Hemel Hempstead) exchange area there are less than 10,000 properties served. Customer Service were not able to accept what I stated so will not be going to Plusnet.
Obviously the headline price is there to entice unsuspecting potential customeres. Having entered my number/postcode I would have been expected to be informed immediately that I was not considered to be located in a low cost area and not have to wait until the stage just before accepting the cost and contract terms, which in my opinion is an immoral and unscrupulous method of entrapment into a contract. Shame on you Plusnet.
Plusnet

Reply from Plusnet

Hi Maurice,

Sorry to see that you've had a negative experience of Plusnet, the 'low cost' area you're referring to is classed as a market area. This is something that is classified by Ofcom, if you pop your phone number in at http://www.samknows.com/broadband/exchange_search this will tell you what market area your exchange is classed as.

If you're in the market 2 or 3 area then you should receive the prices you've initially quoted.

If you need us to look further into this please send us a private message to either our Facebook or Twitter pages with your username on.

Kind Regards,

Chris Purvey
Plusnet Digital Care Team
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Was going to join Plus Net!

I was going to join Plus Net after seeing they are Which recommended but after seeing some of the nightmare stories on here I might have to think again.
Plusnet

Reply from Plusnet

Hi Ivy,

People will only tend to go online to post a negative review, many customers that are happy won't feel the need to post a review.

Saying that, there are bad reviews and unfortunately everything doesn't go plain sailing, hopefully we manage to resolve any issues a customers may face as we really do all we can to provide an excellent service.

If you've any questions please don't hesitate to ask.

Kind Regards,

Chris Purvey
Plusnet Digital Care Team
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Great service and setup assistance

We have recently switched to plusnet. We were unceremoniously cut off by our previous provider two days before due date.
Plusnet reacted very quickly and had phone online in 2 hours and email up in 12 hours.
We are now getting broadband speeds twice that of previous provider.
Plusnet have an excellent online information system which allowed me to reconfigure my router.
Hope it continues this way
Thanks Plusnet
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Sanctimonious Plusnet

I was moving house so decide to cancel Plusnet telephone as i could get a better deal elsewhere to match my needs but keep broadband . After many attempts of ringing Plusnet i finally got through informed the gentleman of my decision his attitude change completely . The next thing he said was as i had been with them some time they would have to put the price of my broadband up by a pound more a month, thats a first for me putting the price up for long term customer .What happened to customer loyalty!! Next could not say for differnate i could have broadband as would have to check out the line this i could not be done straight away even thought my new property was round the corner same distance from the telephone exchange, Anywhere i agreed to this and would phone when settled in which i did.
After ringing for three days i finally got through and ask plusnet could i have my broadband connected to be told by the person at plusnet who i would have to pay even more for my broadband another £2.00 so much for trying keep customers on board i told the person or robot as his attitude was a could not careless to keep the broadband i would rather go elsewhere even if it cost more
Not one person attempted to persuade me to stay
One month on i get a letter from a debt agency demanding money owed to plusnet
Even though i paid up front for my plusenet and had only used 10 days worth of line calls and broadband .NOT only that i have never received a bill of any kind from plusnet to be able to pay or discuss it. They have just put it straight into a debt agencys hands i have never been so angry and upset as i have never ever been in debt
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Reply from Plusnet

Hi there,

Firstly apologies that we've made you feel unhappy with our service. I'd like to take a look into this for you and help if I can.

Please send us a private message to either our Facebook or Twitter pages with your username on then we can look into this further for you.

Kind Regards,

Chris Purvey
Plusnet Digital Care Team
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NOT GOOD AT ALL VERY DISAPPOINTED

I phone up plusnets customer service as a new customer to buy unlimited broadband after a short conversation with someone called steven I asked him could I call him back after I checked the bank to see if I had the funds for the first payment and I could. So when I did phone back to carry on where I left of with the purchase I got in touch sales and got someone else and he messaged Steven to call me back as Steven was on another call and I said that would be fine. Steven did call me back and after me confirming who I was and Steven remembering me he asked if he could call me back. well ste I am still waiting pal. PLUSNET DO YOU WANT MY CUSTOM TIME RUNNING OUT PHONE CALL PLS not getting the service I deserve like you tell all of us I AM SPEAKING OUT I AM NOT A HAPPY :-(............AND WHAT THE HELL IS THIS........Plusnet Details
About this company
PlusNet cheapest home & business broadband - with FREE SETUP, including broadband activation and broadband modem/router. Switch your broadband/ISP or landline phone to PlusNet Home Phone services. Great rates are available on calls to landlines, mobile phones and international destinations. Get home or business broadband and phone access with the UK’s best broadband internet access provider
THEY WANT TO CHARGE ME £49.99 ACTIVATION AND OR SET UP FEE OMG YOU HAVE NOT DONE ME PROUD
Plusnet

Reply from Plusnet

Hi Nigel,

Apologies you haven't received the call back Steven said he'd do. We've got your tweet to us and responded, if you can respond to us then I'll get this looked into and chased up.

Kind Regards,

Chris Purvey
Plusnet Digital Care Team.
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excellent service

I have had the plusnet unlimited fibre installed for just over 2 weeks now. I am so impressed and wish we'd done this sooner. Booked installation between 1 and 6. Engineer came at ten past one. Had received router in post 2 days before. Took him about 2 hours to finish. Was very professional.

Kids and husband constantly on netflix now. Amazing download speeds. No buffering and high quality streaming. Connected all our devices to the wireless and fantastic reception for them all. Glad we went for unlimited data now as all previous plans were capped and we are using a lot now!

My sister moves house soon so will definitely be recommending to her. Thank you
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Yet another unhappy, overcharged customer...

I tried to leave Plusnet the end of last year as their deals weren't as cheap as they like to make out in their TV ads and certainly were no longer competitive. I arranged to move providers, but move date came and went I called the new provider to find out what had happened, it turns out they had to cancel because my line was locked. I called Plusnet a number of times asking them to please investigate, they refused to take responsibility and swore it wasn't their fault... I was left without broadband and telephone, I then contacted ofcom who wrote to Plusnet and they than finally figured out that they had in fact dropped the ball. I finally got some customer service and I agreed to sign up to Plusnet again under the condition that I would not be under contract any longer as before, they agreed to this.

My bills continued to climb despite the adds on TV proclaiming how cheap Plusnet is, I tried changing my phone package to a slightly more expensive package which worked out slightly cheaper in the long run. They tell you how easy it is to upgrade online but they are not so quick to tell you about the fact that a change in package results in a brand new 12 month contract.

Anyway, Sky got in touch with me and offered me the same telephone and broadband package, plus sky HD, films, on demand and sports for 10.00s less than Plusnet, so I changed. Now because I didn't read the small print (who does, you would have thought they would make an important fact like that very clear, my bad) I'm being charged another 100.00 from Plusnet for cancelling a contract that I wasn't even aware of... of course I had to speak and email several customer service staff at Plusnet to find this little gem of information. And people go on about excessive charges from banks.
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Reply from Plusnet

Hi Jason,

Sorry to see you've felt the need to give us a 1 star review. I'm happy to take a look at that if needed and see if there's anything we should have done differently or if I can do anything.

Please send us a private message to either our Facebook or Twitter pages with your username on then we can look into this further.

Kind Regards,

Chris Purvey
Plusnet Digital Care Team
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Scammed into a new deal when home moving

I was about to leave Plusnet as I was receiving poor connectivity and disconnections. I only had 2 months left of my original 18 month contract anyways. I was then offered a deal by the retentions team who would keep me on the introductory tariff for a further 9 months if I stayed with them on an 18 month contract.

I explained I was moving home and I would like Fibre in the new place. They said they couldn't systematically do a home move from one product to another but I would be able to take advantage of their Fibre deal in the new place which was on their website (and still is..). I just had to call up once we had the Essentials plan installed and explain we wanted to upgrade and take advantage of the new deal.

When we moved home we had an engineer visit, admittedly the first time the BT OpenReach guy came to install the regular phone line he couldn't access the area he needed because it was locked by our property management company. So the engineer had to return, which meant another day off work to wait in.

The engineer visits and installs the phone line on a Friday and then leaves. Still no internet.. I do some troubleshooting and later on in the day the phone rings. I answer and so does everybody else in the building. The BTO guy had crossed lines!!! Knocked off all their broadband and everybody who dialed out were using my number.

So the next available time for an engineer was Monday and I didn't even get an apology from Plus.net on BTO behalf.

The engineer then visits to sort out the line and then I call up to upgrade to Fibre as it was all working on Essentials. This was 2 weeks after we had moved!

I was told I couldn't upgrade to Fibre on the new price plan as that was for new customers. They renewed my Essentials contract on a discount rate by the retentions team as it would have made my installation fee of £49 free. If I wanted to upgrade I would have to pay their £19.99 a month price.

I must have spent over 7 hours in total on hold and an advisor always promises to stay on the line in the queue to the department who can handle it (because they can't) and explain the situation & avoid me having to go through data protection again. This never happened and they were very lazy at making notes on my account. Everybody I spoke to I had to explain my story and waste their time and mine while they figured out who they could pass my call onto to get out of helping me.

Absolutely disgusting service. But this is not all!

I had no real choice but to upgrade to fibre but after doing so I told the advisor I was absolutely appalled by the service I had received. She didn't agree that the whole thing was a joke and had been a mess up, she said the best and cheapest deal for me was to go onto a 24 month contract at £15.99. I had to agree because I wanted Fibre and stuck in a contract anyways with Plus.net.

Then I had to take another day off work (4th day now) to wait for an engineer to install Fibre. The guy comes and installs it and asks for the router Plus.net had sent me. They only went and sent the router to my previous address. I spoke to them on Twitter and someone had resent the router. Yep. To my old address.

These people are absolute cowboys and do not deserve their award winning customer service title. They don't do you proud. I feel cheated and scammed because I could of paid £49 for a line installation and not renewed my essentials contract to cover it because I was assured I could have upgraded to the Fibre plan as a new customer when I moved into the new property.

I had to purchase my own fibre router until I waited for my Plus.net one to arrive to get my service working. The place I bought the router from were nice enough to understand my situation and told me to just return the router within 14 days for a refund when my Plus.net one came. Now that's customer service.

I haven't been offered anything from Plus.net for the time without phone and internet. I've been paying for a service for a few weeks I couldn't use it properly or at all. A few months knocked off my price would put a smile back on my face and draw a line under it and a simple apology.

-- RESPONSE --

Chris, I accept your apology but it's given when I've had to vent my annoying journey on a public forum. I wasn't really given the time of day over the phone regarding my problem. Only one guy (and now you) have been actually nice and wanted to help. I spoke to the same advisor three times and he went out of his way to make sure the router was sent to the right address. I just want a little token of appreciation back for the time I've taken to get this sorted. Ticket no #83150922 but as someone on Twitter said. I now have to wait for the complaints team. Let's see how long that'll take.
Plusnet

Reply from Plusnet

Hi Jamie,

Sorry to see that we've led you to post this review. I've read through this and can only apologise where we have lacked in providing your with a service and also customer service.

I'm happy to take a closer look over that and see if I can help further, please send us a private message to either our Facebook or Twitter pages with your username on then we can help further.

Kind Regards,

Chris Purvey
Plusnet Digital Care Team
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Don't Believe the Hype! I am actually with John Lewis/Plus Net and its terrible!

I moved to Plus Net/John Lewis from Talk Talk and have to say I regret it! Unbelievable I know, and I never thought I would say that! Their Customer Service takes ages to respond, had numerous slow connection problems since I joined from the outset and they get really antsy if you do not pay the bill the same day they bill you even though they have the world's slowest internet! You cannot even stream BBC's IPlayer with their Fibre Optic Broadband which is costing me a fortune! All in all I have to say I do not recommend them at all and will not be renewing with them.
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Reply from Plusnet

Hi Emma,

Sorry to her that you're unhappy with us. We shouldn't be demanding any payments, we should also be allowing 14 days from when your bill is produced to requiring payment.

Something certainly sounds amiss with your connection if you're not able to stream, it is something our faults team would need to look at if they already haven't.

If you need any assistance then please send us a private message to either our Facebook or Twitter pages with your username on then we can help further.

Kind Regards,

Chris Purvey
Plusnet Digital Care Team

Plusnet Details

About this company

PlusNet cheapest home & business broadband - with FREE SETUP, including broadband activation and broadband modem/router. Switch your broadband/ISP or landline phone to PlusNet Home Phone services. Great rates are available on calls to landlines, mobile phones and international destinations. Get home or business broadband and phone access with the UK’s best broadband internet access provider

Visit Plusnet

Contact information

Call us on: 0800 432 0200
We live here: 2 Pinfold Street
S1 2GU Sheffield
United Kingdom

Category

Plusnet is ranked 20 out of 22 in the category

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