Dear Plusnet, I'm writing to let you know of the extremely dissatisfying service I had with your customer services team today. At all stages of communicating with your staff - through your chat service, with one of your call centre team members, and then their supervisor - I felt let down, undervalued and like Plusnet had no real intention of satisfactorily resolving my complaint. They just didn't seem to care at all. To give you some context, I signed up with Plusnet at the end of August over the phone. During the initial sales call, the consultant I spoke to promised that I would receive an £80 cashback offer after three months. Now, this is an extremely important point to make: I was not told at any point that I had to do anything to receive this offer or, most crucially, that I would receive an email with instructions attached to activate the offer. It bears repeating: this information was never communicated to me. Now let's fast forward to this afternoon when I contacted your chat service. I had been checking my bank balance periodically to see if my cashback offer had been deposited in my account, and I got in touch as it had not yet appeared. Your chat service assistant told me that an email had been sent with instructions to claim my cashback offer and it had now expired. When I explained that I had not been told that I needed to do anything to receive the cashback offer, nor had I been told to expect an email with instructions, your representative just reiterated that an email had been sent and the offer had expired - refusing to listen to what I had said about receiving none of this information. At this point, he sent me the email address connected to the cashback offer and said I should check my email inbox as I may have missed it. After checking my inbox thoroughly, it was clear that I had received no emails in my inbox or spam folder related to the cashback offer. I related this to your representative who said that it must have landed in my spam folder and then expired. He went on to say that since 'we let you know when you should receive the redemption email' - which you categorically didn't do - and that seeing as I 'hadn't either redeemed the offer or even got in touch querying it, it then expired in line with the terms and conditions of the cashback offer'. Again, it would have been impossible for me to query this offer or check the terms and conditions as none of this information was related to me. When I asked to speak to a manager, your representative refused and responded to me like a robot saying that there was nothing anyone would do because 'the offer was allowed to expire'. He continually made me feel like it was all my fault, even though I had stated multiple times that no one had ever told me that there was a process to follow to ensure I received the cashback offer. Eventually, he said he would ask a supervisor to speak to me but then didn't respond for at least 15 minutes, so I decided to contact your call centre. I explained my situation again, and your representative asked me to re-check my inbox for the email - even though I had made it sufficiently clear that no such email was in my inbox or spam folder. He then proceeded to reiterate what the person on the chat service had said - again ignoring the fact that none of this vital information around the cashback offer had ever been related to me. I asked to speak to a supervisor, and he refused to connect me to his floor manager, as he said he 'would say exactly the same thing'. Finally, I was passed on to the floor manager who seemed equally uninterested in resolving my complaint. He offered me a paltry £10 goodwill gesture, which is truly insulting, considering it's entirely Plusnet's fault that I have not received the cashback offer. Furthermore, if you are sending out an email with important information regarding a cashback offer, shouldn't you be ensuring that it's not landing in people's spam folders where no customer is ever likely to see it? Or do you send it to the spam folder because you are reluctant to actually deliver on the offers that you promise customers? I think that the only right and proper thing for you to do is issue my cashback offer in full as soon as possible. If you do not, it will solely confirm the fact that you do not care about resolving my complaint at all, and that you do not care about your customers full stop. Please do not respond, as your representatives did today, with boiler plate responses laying the blame at my floor when Plusnet is clearly responsible. You are simply just unwilling to deliver on the offer you promised. I do not wish to hear from you if you are only going to explain how I am at fault. Please only respond with a statement that explains what you are willing to do to resolve my complaint. You need to improve your customer service immediately. read more

Avoid if you can but sadly you may not have a choice. My service was due 2 days ago & it is not yet on & I know it is the dodgy engineer from OpenReach(BT) BT Owns Plusnet. This is the bottom of the range service from BT & in effect often a monopoly with OpenReach (BT) which is an inefficient company. There are only two systems in the country Virgin & OpenReach & many areas is only one of them. My area is Openreach i.e BT Many BT engineers are not managed & these guys are often not doing more than a few hours of work & play you. Watch out if an engineer calls you & first wants to know if you are home....he normally wants to abandon the work for your connection & wants the excuse that you were not in. they don't need to come to the house bar in rare occasions BUT if you have hit a dodgy engineers that is your bad luck! New mobile services hopefully will break this monopoly. read more

Pretty good broadband service until September 2018 when they introduced their new billing system, now just a piece of **** and six months later still billing system remains unfixed. The only time I became aware of billing issues was in Jan 2019 when my account was throttled and broadband became unusable. Even unable to access PlusNet webpage to check my account. Eventually had to phone up to discover what the problem was and pay manually for 3 months unpaid. Of course same happened Feb and Mar! Contacted PlusNet to seek early termination fees waive and they refused. They are able to provide the broadband I pay for, but since they can't bill me they don't and so are not in breach of their service and will not waive. Have since made a complaint to the Ombudsman. So if you want an incompetent ISP unable to put in temp fixes to avoid customers able to pay but are blocked from payment, for over six months, then yeah PlusNet ticks all the boxes. Since you have to pay a significant upfront connection fee to boot, then PlusNet becomes an extremely bad choice! read more

Andrewwhite270 used to be my PlusNet Account. I have nothing to say about this company but a extremely poor Service, Customer Service and Resolution Team. I signed up with PlusNet around September 2017 and left in contract around January 2018. My experience with the Broadband service was dreadful. I made several complaints including Email, Telephone and Live Support. Treated me like a Novice. I have since changed provider (S*Y) and have to say my service is outstanding now. Back to PlusNet. From day 1 of being with PlusNet, my Wireless was dreadful, including using my PC which was Ethernet. I have several devices on Wireless such as TV, Doorbell and none of them worked. Told I needed to install WIFI Extender which I did and made no difference what so ever. Costly substitute. Then had to sit through trying to change Broadband Router Channels, what a load of rubbish that was. Another call and this time had to strip down me Phone Socket, then half way through cut me off, I then received an email saying I terminated the call. Rubbish. Why would I terminate a call with all me wiring hanging out and trying to resolve the issues. I felt I had no alternative but to take action as my experience with Broadband was shattered using PlusNet. I was contacting all my devices Support lines trying to resolve a problem that stemmed with PlusNet. I am experiencing emails stating I have terminated my Direct Debit. They are wondering why. Well they should and do know exactly why. I am a consumer paying for a service which 100% falls short of what the service provides. I am taking further action and want a resolution, I will be seeking the full amount paid. I forgot to mention, entered into a contract at an agreed cost, then in December get this whopping great bill, complained about this and they said due to me changing or adding BT Sports, the contracted changed. Well if they can change the contact and the agreed cost, I am able to leave their awful service with no penalty and compensation. I have issued several letters, emails and support chat requests to terminate my services with immediate effect. I want rid of this company for sure. Am I a happy customer, not in the slightest. read more

I was a happy Plusnet customer for Broadband and Telephone until I decided to switch to Broadband Extra guaranteeing a minimum speed of 40mbps. Up to that point they would have got 5 stars! I was told by the PlusNet operative I was the same distance from the exchange as himself and could expect 42mbps. The best speed I saw was 45 and the worst 32-33mbps. I gave them numerous opportunities to sort things out using 'chat' to complain the speed was below the contracted minimum and it would then improve for a day or so before reverting back to below 40 mbps. I complained again and they sent out a BT engineer to check everything was ok my end. he confirmed it was. They sent me another router although there was nothing wrong with the old one. Still the same. Eventually I got so frustrated that I switched to BT and currently get 50mbps download and 9mbps upload a vast improvement but then they do own the telephone line and exchange. Now for the worst part - despite telling them I was switching at the end of October they continued to debit my account £29.99 for broadband services in November and December and then wanted me to pay a further £61 in January. I stopped the direct debit and spoke to them again saying they owed me £60 and I was within my rights to terminate the contract because they had failed to meet the minimum speed requirements. Someone their end agreed and would refer the matter to billing. No result -just emails saying I owed them £61.05. I ignored them until I got stating they would pass the unpaid account to debt collectors. Of course that frightened me enough knowing how the amounts owed then escalate so I paid it. However they now owe me at least £91 (I expected to pay at least £30 being a cancellation equipment charge) and unless they pay up I intend to pursue their debt to me through the Small Claims Court even though it will cost me at least £25, I have written to the Managing Director requesting payment within a week before I move to next step of the SCC read more

PLUSNET = more like SCAMNET: Absolutely awful service I recently joined plusnet and have been sorely disappointed. Glad I was smart enough not to enter a contract. It did mean forking out £100 to get set up (and ripped off) but at least I can give notice immediately. It started with me being lied to and told the up front £100 payment included 1 month in advance. Since this was paid before the service went live, I was told that in the next month, I would be refunded pro rata Then, to throw a spanner in the works, plusnet tried it on and said they were taking a random debit I had not agreed to and which contradicted the contract. I had to contact my bank to block it. This led to a catalogue of problems. By the time the actual agreed monthly direct debit came round - due the mistake made by plusnet, my bank had not yet unblocked the account. So I was forced to pay by card. To add insult to injury, I was badly ripped off as plusnet claimed I had to pay another month in advance. So I have paid 2 months in advance for only a few weeks service! So watch out for this scam. Make sure you get the written contract upfront. I now have to write the card provider I used to make the most recent payment and tell them to block plusnet in case they try to take more money. SCAMMERS! I am so annoyed I got ripped off. Now begins the battle to get my money back from these scam artists. PLUSNET: It is very short sighted to scam the public like this - what happens is online reviews such as this appear to warn other potential victims, and you will get the reputation you deserve read more

ordered sim only,cancelled it within 3 days because i went with another provider,didnt refund my initial payment and didnt close my account so got another bill,called them and they said if i dont pay it i will get a bad mark on my credit file,completely their fault and they said i have to make the 2nd payment or i cant close the account. *****AVOID AT ALL COSTS**** read more