Plusnet Reviews 12,324

Please explain why on the 28th May 2026 you stole £33.51 from my bank account. As I am no longer a Plusnet customer, and as I did not authorise the payment, in my book that is theft. It is inexcusable, especially as on the 5th May 2026 you sent me an email which clearly acknowledges that I will be leaving Plusnet on 11th May 2026. It also goes on to say, and I quote:

Your final bill and Direct Debit
 
We'll send your final bill with all charges up to and including 11 May 2026. If you've paid too much, we'll refund the difference on this bill.

There are no early termination charges.

Please keep your Direct Debit active. We'll cancel it automatically once your final bill is settled.

I expect the £33.51 to be returned immediately as well as the partial refund for the unused days of May.

I did try phoning your call centre but you don’t seem capable of answering the bloody phone.

I was connected this morning after an issue between BT open reach and BT wholesale made an error in communication. I signed One touch switch with Plusnet but the two BT companies do not seem to communicate. Fortunately when my broadband didn't migrate as expected on 27th the wonderful staff at Plusnet were extremely helpful very kind on the telephone and spent a huge amount of time getting my issue resolved . As promised my connection activated this morning . So the member of staff did exactly as she promised thank you.

I had a malfunction of my fibre broadband. A young man showed up after he figured out what the problem was he called another technician to help him as the problem started at the bottom of my street . The guys were there from morning until late afternoon. They did a sterling job which you seldom experience in this day and age no fuss no complaints just did the job and ensured everything up to spend before they left my place . I live in North Lanarkshire. I can only applaud these two young men . Thank you very much.

Fact - Plusnet service is unreliable & suffers multiple outages/interruptions - they will not admit this & unfortunately appear to deal with their problems in an obstructive, unhelpful & condescending manner (with a few exceptions). Customer service - The small number of great agents is unfortunately negated with a larger number of apparently untrained, ineffective agents & escalation staff who have to work to inconsistent faulty processes. It seems Plusnet just do not care.

When I was switching at the end of my contract they text me to say I could have early release costs. They did not send me any early release costs as I was in my final month. Instead they billed me for 2 months of a service they weren't providing and said I did not exit correctly. They did not look at this internally and just sent my bill to bailiffs. Do not use these scam artists. Good service when it was running but refuse to look at themselves for any mistakes

Pretty useless really, can't do anything online, you have to phone their contact number and then wait for over 20 minutes to talk to someone.
Leaving plusnet as soon as possible.

Never had an issue with them. Had to cancel my plan today because I needed a specific service and the cancellation process was very smooth.

I wish there was a zero option after my other review a month or so ago I AM STILL having problems all my inside wiring replaced two new routers and i had nearly a week of no issues now the same ones are back i called them and get this he said to wait a few more days just to be sure.I am now leaving plusnet and if they want they’re gear they can come and get it

Want to commend Alastair in the customer service team for his excellent support in helping me upgrade my contract. He was so friendly and patient, talking me through every step and he made it a very painless experience. Thank you!

Contract has ended and account closed but they still keep sending me bills.
Good job I cancelled the direct debit despite Plusnet advising me not to.
They would have taken rental payments and I would be left battling to get my money back.
Awful company.
Telephone agents are pleasant and appear to be helpful but still don't seem to be able to resolve the issue.

Tried to sign up for broadband online. They took first months payment from me on the day I signed up and then I received no confirmation emails apart from pre contract email. Over a week later, I recieve nothing else so call them for them to advise that an account wasnt open yet they had taken my money. They advised they were unable to refund me as I didnt have an account and to contact my bank. Having trouble now getting my refund through my bank because I have no proof I didnt receive a service and can only speak to them by phone so have no email or anything as back up.

Your reward card is a scam, doesn't recognise my details and says press link to change... and there's no link!

Just the worst service, i dont understand why which magazine recomends them. This happened a couple of years ago.
The wifi was rubbish in my area so we didnt have any phone or internet for a couple of months and wouldnt let us cancel the contract. Then they started taking random amounts out of my bank account and claiming we hadn't paid. Had to get a solicitor friend involved in the end.

I am fuming with plus net. In the last year it has gone up £10 a month even though they no longer provide landlines and never refunded for the charges we paid on that. I moved 6 months ago. They talked me into a new fiber contract, at £24.99. I have no paper work nor did they tell me after 6 months it goes up to £33.99. Have gone through every email, no mention of it. I am fuming I am now paying £34 without consent and without telephone. It gets worse, I'm locked in to a 2 year contract not a 1 year one. If I cancel now I will have to pay hundreds. Disgusting company. Daylight robbery who miss sell products.

If you are a returning customer then go elsewhere, they adopt the policy of new customers matter more than repeat customers and will not discount their prices to match new customers offers

Adam and his coulouge, Chris were very patient, hospitable when I was in trauma over my online accounts not being able to be accessed. I cannot help but thank them and due to Adam and Chris for being so nice and 5 stars for their independent and co-dependacance for the behalf of their specific department of service of plusnet. And With Many thanks, Adam and Chris.

I`ll just leave this story here: I had a 2-year contract with PlusNet. But in just a year, I had to move out because my landlord decided to sell the flat. Two months before moving houses, I phoned PlusNet to learn about their cancellation policies because I had never received any written or electronic agreement from them. I was told on the phone that I would have to pay a cancellation fee, which in my case would be around 85 pounds. So, that was the bill I was expecting to receive. Obviously, I did not record that call because I trusted the company and thought they acted in their customer`s best interests.

Three weeks before moving out, I called PlusNet to officially notify them of the cancellation of my contract on 30 March 2026. Suddenly, they told me that the fee would be much higher, 110 pounds. I was shocked, got very emotional and told them that I had called before and had been given a different price. The operator said he did not understand I was talking about cancelling in 3 weeks' time, and that if I cancel on 30 March 2026, I will pay about 85 pounds. I requested to get an email with all the details, but the only email I received was a confirmation of my contract cancellation, with no price mentioned. Again, I did not record that call, but I probably should have.

Because what happened next was this. After a while, PlusNet sent me an email with the cancellation fee of 102 pounds. I phoned and explained my reservations, and they agreed to look into it. Eventually, they said they listened to a call and only heard that I was told about 110 pounds. The second part of the conversation, where the operator retreated and said 85, they did not hear or did not record. How convenient! Since I did not record the calls and since PlusNet does not have an email for customer complaints to contact them in writing, I was left without any proof. On top of that, they transferred this case to a third-party debt company and charged me additional 17 pounds for a referral fee.

It is such an appalling disregard for their customers. I have never seen anything like that. I felt I was being gaslighted and absolutely unprotected when talking to this company.

The worst customer experience I have ever had.

Vile, greedy business.

NOT RECOMMENDED.

Plusnet recently migrated my email account to Greenby. Due to their GDPR failures, they had my out of date details on their records. This meant notification of a migration never reached me and my data was moved without my consent. Plusnet have washed their hands of it and I am left arguing with Greenby who only use a ticketing system and one complaints email. Nearly 2 months on and I still have no email access. Plusnet needs to make some big changes before I trust it with my data again.

In good honest Yorkshire language. Shite.

Plusnet has transferred its email service to Greenby. They clearly did no research on this firm as the new service is an absolute disgrace with countless emails being returned or delivered to spam boxes so recipients are unaware. It's impossible to make any meaningful contact with Greenby and website promises to fix things just never happen. Plusnet seem to be outsourcing everything and quite frankly I'd recommend people to stay clear.