Review Time
Plusnet have been charging me over double my original contract for nearly 2 years as I was out of contract and they didn't automatically renew mine. They did not try and get in contact with me to inform me. They have taken in total £600 extra from me. I would not recommend to anyone
shocking customer service with no compassion. there is no service for dealing with bereavement, I’m currently on hold, having to use my dead father’s phone, that i have had to go and dig out of his house, because no other number will get through their IVR. I’m being forced to listen to happy happy hold music for 20 minutes. you should be ashamed of yourselves.
Disappointed by my recent experience with Plusnet. After being a loyal customer for years, my contract ended in September and my monthly direct debit increased from £34.43 to £52.54 — a 53% rise. Plusnet say they sent an email, but I never received it, and there was no follow-up to ensure I was aware of such a significant change. As a result, I paid an additional £20 per month for six months on out-of-contract rates that were not transparent to me. When I queried this, the response was dismissive, with no empathy and no willingness to review the situation. Businesses are entitled to apply out-of-contract pricing. But how they communicate changes and treat loyal customers when concerns are raised defines their reputation. I’m now leaving Plusnet and, based on this experience, would not recommend them. Customer loyalty should be valued — not quietly penalised.
Got email off Plusnet saying email had been transferred to company called Greenby didn't know we had email with Plusnet been with them 22 year's, said free for 2 years then Greenby charge you £15 ,rang Plusnet ( phone wait 35 mins) friendly guy said follow links to Greenby site and you can cancel,well you definitely can't so in ten months when contract ends we'll be cancelling, nothing at all on Greenby site that lets you cancel,Once a company lets me down I leave
oh dear i had this guy on the phone today i told him i dont want to talk to you i ask him to let me talk to some one else he said he could not let me talk to some one else the bloke is a plank i said your putting up my broadband by £3 a month im have to stay with them till end of july they told me if i took out a contract with them i would not get a price increase till my contract is up plusnet are liars im so let down by them they have lied to me shame on them when i leave at the end of july i wont ever use them again nothing but lies
Price increases have been high...now paying £50 pcm for poor non fibre service with downloaded ads < 20 Mbps. Thankfully fibre now installed in our area so I will be switching
All customer support is by phone. Expect to wait 10 mins in a queue. Only one "account holder" so if there are two of you and the account holder is always busy then you can't make any changes (if you are both of the same sex then they can't tell of course).
Two weeks notice to cancel, which you can't do if you're selling a house because you're not sure till later on.
£45 early cancellation fee, which is annoying because they have 2 year terms.
Customer support has to be online.
I've just transferred my account to EE. Why? Because I've gone digital so had to transfer to EE. Throughout the years I've been with Plusnet I can't fault them on their service. When I've had a query their agents have always shown me courtesy and understanding; and my problems have always been resolved. So, not just 5 stars but ***************************************** to infinity and beyond.
My mother suffered a stroke in October 2022, leaving her unable to speak or move. I contacted the service in July/August 2023 to explain that I couldn't access her account and provided my email. They informed me that I needed to send a Power of Attorney before they could make any changes. After obtaining that, I emailed from my personal account. As a busy single mother managing a move and caring for my kids and my mum, I didn’t realize that I hadn’t received any notifications about her contract, which was set to be reviewed in July 2024. Consequently, they have been deducting over £75 monthly from her account without her being under contract. When I spoke to them recently, all I received were excuses, and they outright refused to reimburse my mother. The internet service has been terrible. They promised to send a new router, which arrived, but later I received an email stating she would be charged for it.
The installation was supposed to take place on 9/1, but due to bad weather, it understandably didn't happen. However, I received a message saying the engineer was on site connecting the network, even though I couldn't see anyone near my property. After the scheduled time passed, I received no updates or calls regarding the installation. I contacted the support team, who promised to call me before 10 the next day to reschedule, but I never got that call, so I had to reach out again. I agreed to a new date of 12/1, taking another day off work, but once again, they didn't arrive within the promised timeframe. When I called the support team again, I was met with a representative whose attitude was unhelpful, asking if the installation would happen that day. I was told they were running late and might arrive by 2 o'clock instead of the scheduled 8-1. I was advised to call back if they didn't show up by 2 to reschedule yet again. I tried to explain that if I had failed to give 48 hours notice, I would have faced a £65 charge, while I was losing wages due to their poor communication and incompetence.
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