Plusnet Recenzje 2105

Absolutely shocking.

Do not be tricked by their glowing customer service scores because it’s all a load of pish.

They don’t allow you to submit complaints properly which probably attributes to their customer service scores.

They work in cahoots with EE who are renowned for their terrible customer service.

No empathy, robotic customer service handlers adhering to scrips and terrible internal processes which feel like a slap in the face to customers.

Having prbs with internet, Waiting everytime 30 Mins on the phone to get replied and when so service not accurate or incomplete, don’t get how they can name themselves as best internet providers .. not recommended

Fell behind with a payment due to circumstances. Phoned to pay and was told that the next payment was also due, fair enough. Paid both bills over the phone and was ASSURED that the direct debit would not be taken this month. Yeah right. DD date came around and yes they took the payment. Phoned them up and after 15 minutes of this and that they admitted their mistake and we were ASSURED that the refund would be paid back before the days end. Yeah right, end of the day no refund. Phoned the following day only to be told it would take up to seven days to go through.
Plusnet you're flipping useless. You cocked up and now you're fobbing us off with stupid excuses. This is one contract that won't be getting renewed.
Learn from my experiences folks.

DO NOT PURCHASE ANYTHING FROM HERE I.

I’ve spent five days trying to speak to someone but cannot get beyond the queue despite waiting beyond their warning of a 30 minute wait time. Clearly they need more staff. Also locked out of online account. There does not appear to be an email address or an alternative to the phones which are never answered.
I had vaguely been considering changing to a different provider but will now definitely do so. Terrible customer service.

I lived on the IOW & moved to Littlehampton Plusnet couldn't supply me with broadband so I had to leave them I gave them the date I was moving which was about 2 weeks time so all was good until I got up the next morning to find out they had cut off my broadband after some not good phone calls I ended up getting £100 compensation 3months on I am still trying to get my compensation. All customer services say it's coming? All I get is one lie after another. So all I can say is don't trust a word they say.
Derek

Moved home 6 weeks ago which resulted in my account being closed rather than transferred to the new home.
Have been told twice that money will not leave my account as they have put credit on my account as a gesture of goodwill yet it still does.
Speak to a different person each time and comments just get added onto my file and no action.
Terrible service - I’d change but I’m a bit stuck with providers in my area so am going down the Ombudsman route and will just keep trying to get the money back they have promised!
Second time it’s happened so as soon as I can transfer then I will. Nobody seems to know what they are doing!

I am having awful customer service from Plusnet -I am a long term customer who recently switched to full fibre. The installation of the full fibre set up has been dire: engineer arrived long past the agreed time window, has poorly set up my new system and in a location which isn’t workable for me + has left the job unfinished and with damage to my brickwork and carpet. Plusnet support is that they are sorry but they can’t get OpenReach to do anything. DO NOT contract Plusnet for your fibre broadband service because you are likely left with a permanent bodge job in your house which they don’t want to help fix once they’ve got you contracted for 18 months. Abysmal experience!

Promised the Earth, got a rubbish service. Speeds aren't as promised. I am paying for 900 with a 500 guarantee yet I am struggling to get anywhere near. They expect me to sit on top of the routewr with an ethernet cable plugged into my laptop. NO ONE uses ethernet cables, everything is wireless. I am so sick of these compnies LYING about speeds and charging for rubbish speeds!!!

Having had to contact this company’s 5 times this year over the same billing issue, the level of customer services, beggars belief on the first call I was told by an agent “ I do not care if you do not like, go and find another supplier” and ended the call. Outstanding poor service. On the second call a month later, I spoke to a female agent, who was both polite and helpful. However I had decided to leave Plusnet based on the comments from the first agents

Then when I advised their call Centre I was leaving Plusnet, did the agent try to get me to change my mind no and wished to terminal my contract on the 8th of May all I got was “ we have a 14 day notice period which you must accept, you will be disconnected on the 16th Of May and not before”.

Yet another example of you must do as Plusnet say. On the 7th of May while I was away on a training course I received an email from their customer services team advising me I was owed a refund. It then went to state it will take 5 – 10 days to process this email, as we no longer have your bank details.

So on the 12th of May I rang their customers call centre yet again to find out why in 2025 a alleged major UK Broadband supplier need 5 – 10 days just to generate an email. Only to be greeted by agent who assumed it was his automatic right to address by my Christian name, despite having never met me, knew me of even had the common courtesy to ask me how I like to be addressed. So despite being told I prefer to formally addressed did he do it no, just carried calling me by my Christian name, until being tasked “what part of what I have just said to you on how to address me did you not understand then” only then did actually address me correctly.

Did I get the information not a chance. However the next agent was far more helpful, in explaining I should receive their email no later then the 17th at the very latest. Needless to say it never arrived till the until the 21st of this month, claiming to have a link for me to complete the banking information they needed to process the refund. When I used the link all it did was generate a message stating it could not be do on line and I must ring their customer service department, which I did. Their agent on this occasion was outstanding in having been asked twice if he fully understood the problem, repling yes I fully understand the problem your having each time I understand your problem. Only 2 minutes later to then claim that he did not understand the problem at all having wasted 15 minutes of my time and he would raise refund cheque that would take up to 10 days to arrive so I said no I would like it paid by bank to bank transfer within 24 hours only to be told he could not do that very simple task . So I asked to speak to a supervisor or senior customer relations manager about it. Only to be told his supervisor was not available and would ring me on the 22nd. I reminded him I wished to have a senior customer service manager contact me not a supervisor.

Who contacted me? A supervisor not a senior customer services manager, all I got was a defense of her staff, no effort to resolve the issue at all. Only to be told you must do as we say what you have to do is complete the information via the link even though she knew that their link had told me to contact customer services who could deal with it for me.

So I decided to try their link again, this time it actually worked taking me to the correct pages on their website. Which claimed my refund would be paid on the 23rd of this month. The reality is it is not being paid till the 26th of the month.

In summary this company making getting a refund paid to you, as long winded as possible in dragging out the process from start to finish. It certainly does not take 5 -10days to generate something as simple as an email with web link on it how utterly pathetic, time frame in today’s digital business age. But they are very good at issuing what can best be described as fanasty time scales to their customers.

Still what should you expect from a division of BT Group, despite Plusnet’s claims they are an independent company. Plusnet would be better advised to review their house keeping software programs, and customer links and replace them with up to date software, plus review their staff training for their call centre advisiors on, how to greet and address their customers. Common professional courtesy costs nothing, plus the gramatically correct way to address a person you have never spoken to, met or know is by address them as either Mr, Mrs, or Miss, rather than assuming it is their God given right to address customers by the first names.

Still I have a new internet provider lined up a higher reputable, large multinational broadcaster – telecommunication company, who has very good consumer reviews in all of the countries they operate in, being the biggest supplier in South America and Southern Europe

After struggling with BT as a provider of maximum inconvenience I tried switching to EE and other providers. The whole process was a minefield of poor websites, non-working processes, human ignorance and being passed around support "teams". I finally tried Plusnet - whose web pages were also glitchy - but once through to customer support ONE person sorted it all out. Long phone call but Saf in Leeds explained the process, the details, answered simple technical questions and setup the contract and payments. No bots, no "teams" ,no handoffs - just superb customer service and an empathetic human approach. Thanks Saf. ..and MUCH better value than many other providers if you just want no-frills broadband.

I have been a Plusnet customer for many years. A week ago I lost the ability to connect to my email account. Eventually I had to contact Plusnet who informed me that @plus.com email accounts were nothing to with them and to try gmail or hot mail ?? I questioned this but find I'm getting nowhere. I called in a private IT specialist who stated there were numerous complaints coming in about Plusnet and email. He managed to locate my emails which are held by plus.com but stated he was for reasons beyond him unable to move them en mass to a new account. I questioned Plusnet who confirmed they could see all my 1700 emails ( but of course emails are nothing to do with them [so how can they view them])? The long and the short is: Plusnet couldn't care less that as a deaf person I rely on email: They can see my emails although they deny emails are anything to do with them: They have stated that as they are not contractually bound to provide me with information or help me fix 'the emails they can see' so I CAN SEE THEM that if I sever my contract over this issue they will apply a penalty payment on me: THIS IS BY FAR THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED. My advice would be to steer well clear of their incompetence to operate Customer Service! Oh, I have just lost my WiFi connection to Plusnet, having to run WiFi via my iPhone ( I wonder why I've just lost my WiFi)??

As per many people here DONT expect the promised reward card. Don’t answer emails only like calling hoping you don’t pass the huge amount of questions they ask to ‘pass security’
I advise everyone to use communications ombudsman or resolver to log all the complaints and get something done about their dishonesty

one star to much so bad very servers .taking £30 a month . can not wach netflix when a ad oncome keep frezing . spock with netflix it the bad speed . plusnet wont sort it got another year with this bad compey shame on then

It is a huge shame that I could not give this company a minus score. I have been trying to get broadband full fibre connected to our property since the beginning of March and each week I receive a phone call from Plusnet telling me that there will be further delays of at least a week.
We live in rural Scotland and have been trying to get connected to full fibre broadband for some time. Back in November last year the fibre was connected to the pole that is just outside our property I spoke to the openreach engineer at the time and he said that all that I would need is about 30 metres of one inch plastic trunking. He also said that he would arrange for someone deliver the trunking so that I could dig the small trench myself. In February I spoke to another Openreach engineer who was doing some connections up the pole and he said that he would chase up the trunking that had not arrived. In early March I contacted Plusnet to arrange for full fibre broadband to be connected to the house. I explained all about the trunking that was required and told them that I had offered to dig the trench myself. They past all this information to Openreach and I was given a date in March for the installation. This date came and went and I was told that Openreach would have to come out and complete a survey first. At the end of March I informed Plusnet that I would be going on holiday from April 1st for one week. They told me that Openreach would complete the installation before that date. In the meantime I received several emails from Openreach giving different dates for the installation, but actually no one turned up on any of these dates.
Apparently an Openreach engineer turned up on the first day of our holiday and carried out a survey.
Two weeks later another Openreach engineer turned up at the house to begin the installation. He asked me for my name and then scratched his head. He showed me a photo of the front of my house that his colleague had sent him and asked me to confirm my name again.
I explained that there is another house with the same name as ours about 4 miles away and that I suspected that he was at the wrong house. He got in his van and drove off. A week later another Openreach engineer arrived at the house and said that he was here to carry out the full fibre installation using an overhead cable.
I explained that the cable needed to go underground in trunking and so he was unable to complete his workscope. I contacted Plusnet and told them the story and they then contacted Openreach to explain the situation.
Plusnet now tell me that Openreach will be sending out a Chief Engineer to our property but are unable to tell me when this will take place but more importantly they can not tell me just why a Chief Engineer has to come out at all. No one that I have spoken to at Plusnet seem to have any clue as to what is happening with my installation. All they do is pass the info what little there is to the escalation team. They will not let me speak to a senior manager and refuse to give me any contact email addresses of anyone who can help me. Plusnet used to have good customer service set up but this is no longer the case.
As I have said in my last conversation with a member of the customer service team and I repeat it hear so that there is no misunderstanding. Unless I receive a confirmed date for the completion of the installation by the end of this week then I will terminate my contract with Plusnet and I will return your router.

Service was excellent when I had it but switching to another provider has left a bitter taste. I switched 2 months early and got a text from plusnet to say I'd have to pay a termination charge. OK by me. However they just tried to continue to charge me despite knowing I'd left. I signed up online, I will not phone people cause I need things in writing but they have no contact other than phone. Despite their error they are now threatening with a recover agent. Don't sign up, it isn't worth it

I was with PlusNet for a number of years and they were charging me £50 per month for broadband. On top of that the service was so poor, we did not have Internet. Called out a engineer and the same thing happened. I switched my broadband over to another supplier. Now Plusnet want £94 from me. Their service was unacceptable. I'm taking my complaint to Ofcom. I've never been treated this bad by a company.

Upgraded from FTTC to full fibre on Tuesday 22nd April and on Friday 25th at 14:30 its TLOS!!

Only 3 days and its already faulty!!

Ref - 247500024

Been advised that it would be looked at on Monday 28th unless I have a special needs/disabled person. I have an autistic son that uses his iPad and without this working for him he's hard work! does this not qualify as special needs? plus with my work I'm on call and need the internet to work! Plusnet advised me to invest in a router (only about £80 he said.....then you require a sim card with data on it) then Plusnet should provide this in the first place right.... instead they supply a basic router....

One other thing I was advised....was the fibre connection box outside in direct sunlight as this could cause issues!! then tell BT Openreach/MJ Quinn not to install them in such locations....

and then after the call I get a text survey saying would you recomend our service 🤦‍♂️

Update 26/4/25....
Receive a text at 12:03 from BT Openreach which Plusnet confirmed that someone will be assigned to the fault on Monday 28th and I'm required to reply "CONFIRM" which I did. you then get an auto reply with "Thanks for confirming" so I expect for the issue to be resolved Monday!
THEN I GET ANOTHER TEXT AT 13:18 SAYING ITS BOOKED FOR TUESDAY 29TH BETWEEN 8AM & 1PM....

I called plusnet to discuss the above and they can do nothing about it!! no escalation paths etc.

also regards the "special needs/disabled person" higher priority etc its needs to be there name on the account!!

After posting on here on 3rd march after this mob took a payment on the friday they cut me off on the monday now i just had debt solutions company chasing me for early exit fee which i dont owe glad i cancelled direct debit id strongly advise that no one uses this mob they owe me money but i been told thety took it off early exit fee so lost internet and my money n yet they chase me they must start being held to account for this

What an excellent company to deal with.I was with virgin before for 20 years had enough of them .The installation was so quick and easy .They were so professional and friendly.
Many thanks .