PlusNet Broadband www.plus.net

The broadband was poor, badly traffic managed at peak times and nowhere near the claimed speeds. However I tolerated the service until they disconnected me “by mistake”. Due to the broadband going though BT Wholesale and Openreach they were unable to reconnect me and stated I needed a new account. My landline was lost forever and 10 working days to create a new broadband account. I bite the bullet and went elsewhere. Plusnet did not refund my or agree a compensation amount. The staff were rude and avoided all responsibility and the senior complaints person was so aggressive and dismissive I was left in tears. I complained about him to the CEO and the same guy responded dismissing my complaint about him. No clear complaints procedure. Having been forced to move, I found There are much faster and more reliable services available at a lower costs

Honestly the worst customer experience I have ever encountered. Insincere and utterly unreliable. Their customer service representatives might be extremely charming and say all the right things when you are on the phone with them but there is zero follow through and absolutely no accountability. Once they hang up, you are forgotten. We had three different installation appointments across December where no one turned up. We were then promised a dongle would be couriered across to us overnight to provide us with interim connectivity until they could book in a fourth installation appointment. That dongle never arrived. Umpteen promises of calls back to sort things out – they never materialised. So many broken promises. What makes this even worse is that this was for my mum who is registered with them as a vulnerable person due to health issues and yet they still left her without any type of connectivity for over a month. Just really, really disappointing.

Customer service, tech help, speed and reliability excellent sadly let down by incorrect bills all the time when you renew your contract or sign up to new contract. Renewed contract yet they bill me £41 saying as my contract ended that was the new price yet got an email from them 5 weeks ago when I signed up to a new contract saying thanks for renewing contract your bill will be £21.99p a month. Need to sort this out so annoying having to phone ring up all the time to get a refund

I have been with PlusNet for well over a decade.

Early on, support was easy to get and the staff were very interested, helpful and competent.

Support has deteriorated rapidly and has become almost unusable.

Unless you want to wait for ages on the phone, there is no easy way of contacting them.

Chat is often not available, if you can find it, on what is a very poor website.

It is possible to raise a complaint ticket from the web site, but again it's very well hidden.

Email is not an option and if you contact a known support person by email, you get berated for not playing to their rules.

Having said that, when you do manage to raise a complaint ticket, as I did regarding being charged for calls which I did not make, PlusNet were only interested in trying to ensure that they did not have to re-imburse or compensate me rather than actually trying to find out what had happened and fixing it :-

On 16 August, I was billed for a big call supposedly made from my landline on August 10, but no such call had been made.

Neither did I recognise the receiving number.

I am in Kenya with my wife where we have been since the end of June.

We left our house with all phones disconnected and batteries removed.

All doors and windows were shut and locked.

We have the only keys to the house with us, and have never given the keys to anyone , ever.

When we received the bill it caused us a great deal of stress, as the most likely explanation which we could think of was that the house had been broken into.

I had to make two international rate mobile phone calls to my friend who then drove to my house to check that all was OK.

The property was as we left it, everything locked and intact.

I asked PlusNet for an explanation, refund and compensation for the calls, lack of service, hassle and stress it had caused us.

Their only concern was to ensure by any means, fair or foul, that they and/or their agents were not at fault, that the problem was mine and that I had to pay what was billed.

They did no investigation at all.

Eventually, it was I, not they, who found out that BT had moved a telegraph pole and messed up the whole area.(by ringing my home number I got a neighbour) My number then being at a neighbour's house.

I informed them of this, but they still did nothing.

I asked them to take it up with BT, or even phone my number and talk to the neighbour to confirm what I was telling them, but neither were done. They made two "offers", which they claimed was goodwill, and I quote :-

1 "As a gesture of goodwill, I have offered to cover the call charge with a credit as a one-off but would be unable to offer this should any future calls be disputed." In other words, any further incorrect calls would be charged and I could not challenge them"....their idea of goodwill and fairness.

2 "We are able to send an engineer out fairly quickly (usually within 48 hours) to rectify this matter however the engineer would need to gain access to your property if it is reported on your line."

What an offer to make when they knew I was in Kenya and the house was locked.

It is beyond me why the engineer needs to get into my house.

They took it apart and re-built it from outside at the pole, so surely they could correct it from the outside at the pole too.

PlusNet still take the attitude that I must prove 100% that there is/was a fault, but of course, there is a very high probability that BT will have sorted out the mess before I return, so then they would pay no re-imbursement for my international calls, the wrong calls nor compensation for the hassle they have caused.

They wrote "We are not trying to be difficult, however as I am sure you can understand, we have to verify any claims by first checking the fault exists and then that the matter is resolved. If we did not check each claim anyone could make any claim they wish for compensation and if we were not able to investigate we would soon be out of business."

This is piffle.

I am asking for about £20, they will lose me as a customer which will cost them thousands.

Losing loyal customers is how to go out of business.

PlusNet must have very strong contacts with BT. (All parties involved in creating this issue are part of the BT Group)

A simple phone call to BT would have proven that there were several faults at that post.

They prefer to sit tight and do absolutely nothing but wait and hope BT sort it all out before I return. (the neighbour had reported that she has my line to BT and there will be a fault log.)

They contradicted themselves when they wrote finally :- "You are absolutely right, the probability of the fault still being apparent by the time you return home is very low".

Faults such as this do not just go away.

So how can that statement sit with their insistance that an engineer must have access inside my house to fix the fault.

If BT have fixed the fault, then an engineer visit to my home after that will conclude that there is no fault and there has never been a fault and they will refuse any re-imbursement.

I have written to the BT CEO, but unsurprisingly, received no response.

It is sad to see what was an excellent company go to the dogs.

I can no longer recommend PlusNet and will be moving to a new supplier shortly.

It's worth paying a termination fee to get away from PlusNet.

Better the devil you don't know!

Plusnet Broadband technical help is excellent, Broadband is very reliable good speeds let down by dire billing department who in the past 5 years messed up the billing and overcharged. They had me on the rolling contract rate when I've signed up for fixed rate this has led to numerous phone calls until they eventually got my payments right. .

On reflection, I've made some bad choices, but one of the worst has been moving broadband to Plusnet (a wholly owned subsiduary of BT). Now my previous provider albeit more expensive was providing me a service of 65-70mg download, since my move less than 12 weeks ago, my download has never gone above 55mg, with a guaranteed min of 44mg, My TV streaming apps no longer function like they used to, my gaming platforms have not functioned since my move, Ive lost count the number of issues logged with Plusnet, none have been resolved, In fustration I requested termination of services as issues with service not resolved. Plusnet advise owing to no breech of service, termination will cost £148.00. Nothings changed in my life except my broadband provider, so if your happy with your providers service, but the price has increased may I suggest you stay as moving to Plusnet definately won't enhance your satisfaction, based my experiences. Good Luck, hope you found this review helpful.

On a fixed 18 month contract at £23.99p for fibre broadband and Plusnet are still overcharging me at £36.99p for fibre. Rang every month for the last 5 months still have not rectified this over payment which is now £60. Wasting many hours last 5 month trying to get the bill rectified. The idiots in the billing department want sacked.

Title says it all really, billing department, never got a bill right or rectified their mistake keep overcharging £10 a month for fibre, should be paying £23:99p a month keep billing me for £34:99p.

Ordered a switch to Plusnet from John Lewis (yes, I know, the same company!).

Offered a deal on fibre with a £75 cash reward to switch.

Signed up August 2020, they raised a contract, all good.

Switch to happen in 10 days - due to Covid19 I gave them 20 days before chasing.

Apparently, my account was in a mess, they forgot to send out the fibre router and had no record of the switch.

Date to switch was today (after weeks of chasing them) - guess what? Internet cut off and not switched ..... just no internet at all ... useless, utterly useless!!

I should have learnt my lesson in 2018 when they messed up - they have gone from a 5 star outfit to a zero star outfit ... I've been with them for over 12 years!

Tried to call - no answer after over 1 hour!

No chat

No resolver response

No customer service

What has happened? Have they gone into administration/liquidation?

AVOID AT ALL COST FOLKS!!!!!! You have been warned, I'm stuck but you aren't YET!

I urge all Plusnet customers to always check their statements to make sure they are not being over charged. Also when leaving Plusnet, if you are not in a contract, make sure they do not charge you an early cancellation fee.

After being a loyal customer of Plusnet for seven years, we found that we had been over charged for the last seven months before changing providers and charged an early termination fee, despite NOT being in a contract. We were charged £102.10 termination fee and over charged £149.47. In total £251.57. Not a small amount of money for some!

The reason for this horrid overcharge was because we decided to ring Plusnet in October 2019 to see if they could give us a better deal. We were going to sign up to an 18 month contract, saving us £6 per month, but at the last minute on the phone we decided against it. This was because they offer far better deals for new customers, which feels wrong as we had been a loyal customer for many years.

So on this call (which was recorded) we asked that the new contract which we almost signed up for was cancelled/deleted, as we did not want it. The customer service representative said he would cancel it on the phone, but he did not. In fact we were then charged a ridiculous high monthly fee for the same broadband phone deal, plus we were paying the monthly line rental saver. We were being charged twice for line rental and a one off charge of £18.99 in Oct 2019 for goodness knows what?

After many months, speaking to many different people at Plusnet, all promising to sort it out, we got this money back. But it took numerous phone calls, the threat of going to the ombudsman, the threat of using the recorded conversations. It was a horrible ordeal.

When speaking to any company (Record the conversation and make sure they know you are recording it for your own records). Check statements and always make sure there aren't any sneaky charges thrown in.

This money was NOT easy to get back, I doubt we were the only ones struggling to deal with this company, I would imagine others are going through similar.

They conveniently lost the phone conversation which proves we did not sign up to the deal they charged us an early termination fee for. Although we offered to send our recording to them, they said people are not supposed to record conversations without their knowledge. Convenient!

So now YOU have the knowledge, record them! Tell them you are recording them and cover yourself, as they will not cover you, only themselves.

I find the customer service at Plusnet is now tragic and barely worth a damn. Not a patch on what it was years ago. They are not a company we would ever touch again, a horrid experience.

But we are thankful to the last person who did finally deal with our issue and make sure we were refunded. One good egg in a packet of rotten ones.