Plusnet Mobile Reviews

"Top provider"

Contrary to some reviews, I have always found Plusnet to be super competitive with excellent customer services. They have been pro active in offering me a better deal for the same monthly fee- on several occasions!
Have recommended them to friends who have been equally happy.

"Terrible network, terrible customer service"

Don't waste your money. You think it’s cheap but it's not worth it, there are hidden charges. Even when not under a contract I was charged £28 because I changed providers, I tried contacting them to cancel but had to wait hours to get through and then still charged.

When they made mistakes with direct debit which I tried to resolve as soon as I could they made the late payment go on my credit report which means I have had trouble getting a mortgage, even though it was their system failure.

I deserve a refund based on hassle alone, the number of hours I’ve tried to get in touch with them to and I only get attitude and defensive responses as a result. Forget customer loyalty.

"Dreadful Customer Service"

It is impossible to get Plusnet to stop billing you - they double billed me - offered me a month free in return (because it's impossible to get them to refund you), they charged me again anyway! When I called, they offered me another month free - which is not what I wanted. When I finally managed to cancel my account, they still billed me for 2 more months! Constant phone calls and stuffing around. Awful.

"Very, very poor signal"

I'm frequently left with no signal at home and at work, where I spend most of my time! I'm moving to another network after 3 weeks of this.

Plusnet claim to use EE's network, but I think they need to clarify how this is working, as my wife is on EE and does get signal at home.

The only silver lining, is the £7 I've paid for one month, and that there is a rolling contract to get yourself over to a more reliable network.

"Customer service? What customer service?"

Im a long standing advocate of all things Plusnet.... apart from mobile.

Without boring you with the finer detail, its taken me over 6 weeks to get a seemingly simple voicemail issue resolved (I hope)... but during the process, 4 managers have failed to return calls, and staff are utterly clueless.

Its that simple. PLUSNET!!... Get your sh!t together!!! This is embarrassing!!! I can't keep defending you!

"0% coverage abroad; not even calls."

If you travel abroad, Plusnet doesn't provide ANY coverage and I wouldn't recommend. My phone is nothing more than an expensive calculator and camera when I am travelling aboard.

There is 0% coverage, you can't select a local carrier because they probably don't have deals with Plusnet; so you can't make calls. None. Your phone becomes useless.

Before I travelled, I set a monthly cap thinking this would avoid Bill shock from data roaming, but the Plusnet service plans still don't make sense. My 10GBP cap was consumed within 2 minutes, and even if you call their call centre, they can not authorize or increase your cap, you must wait till the next month for the new cap to kick in. so you have 0 data for 30 days.

In other words, you CAN NOT make calls, You CAN NOT use 4G; so while abroad you can not call an Uber, check maps etc. So your phone becomes an expensive hard drive - not something you can use communicate with.

I am currently in the US, and running around New York jumping from wifi hot spot to hot spot; I am lucky. While in Lagos, Accra, Johannesburg, Capetown - I had no data, no calls and no hotspot options; and I felt I had put myself in a vulnerable situation, because I Couldn't make an urgent call, even if I wanted to.

"Awful"

Awful mobile signal everywhere. Signal drops out and is very intermittent. For 3 days had no signal because of a problem with the local mast with no estimated fix times available- this meant no phone signal,- calls, messages or data. Phone completely useless and still paying for the service. DO NOT use plusnet, not worth the hassle.

"Excellent all rounder"

Fast delivery, excellent customer service and full network here in Sheffield S5 area. How can you complain when you have a 5* all rounder service from Plusnet ;)

"Terrible.. stay clear"

Signed up for a monthly sim only contract. People can’t call me because they rarely can get through ( no signal). 90% of the time I can’t call out ( yet again any signal) and can’t get mobile data anywhere.. yep once again - NO SIGNAL.

I did report to customer services, they sent another sim saying it was prob faulty. New sims just the same, my husband has had to replace his Plusnet sim 3 times in 5 months... All they say is ‘oh it must be a faulty sim’. No Plusnet you're just rubbish!

"Terrible"

DO NOT GO NEAR PLUS NET. CHEAPEST IS NOT BEST.

I signed up for 2 sim only contracts - one for me 1.5Gb and the other for my wife 2Gb. I had been with EE for years with exactly the same data usage.

Right from my first month, PlusNet started telling me I was exceeding my data usage. I monitored my usage on my phone and it was nowhere near what they were saying. When I asked them to give me a breakdown of the data usage they said they couldn't.

The final straw was when they told me I had used 80% of my usage, then the following morning they told me I had used it all. In the interim period I had solely been on my wifi at home! They then tried to tell me it was me and my phone (wifi assist, background app refresh, etc). I know my settings and my phone and it definitely was not me.

I am cross that I gave up on EE, my silly fault.

"The worst mobile provider. Don’t use them at any cost!"

I signed up for a SIM card, it was never used as my existing handset was acting up, so I had no choice but to get a contract with someone else to get a new handset. I cancelled my Plusnet mobile account, having paid for a service that was never used. After multiple calls and emails, where they keep advising me that they have closed my account and refunded my money, they have failed to do either. After the last email advising me that a refund had been processed, 25 days later it still hasn't arrived. I contacted them to query it and advise them if they attempted to refund now, my bank details were now changed. They refused to issue a cheque and tell me that they only way I can get my refund is to phone them and set up another direct debit (my Bank has advised against this as a Direct Debit gives them authorisation to take money and is not needed for a refund. I have totally lost patience with this company, they have failed multiple times to cancel my account and refund my money. I would not wish anyone else to have to go through the hassle I have with this company. They have failed to provide anything they promised. Please don't use them and take your business elsewhere, to save your sanity. Plusnet you should be absolutely ashamed for your treatment of customers.

"Nightmare"

I signed up to plusnet mobile being told I'd be sent a £45 high St voucher which never arrived. I made around 10 phone calls. Sometimes when I rang I was told it would arrive and other times I was told I wasn't entitled with no explanation. Finally one person took the initiative to listen to the recording but I was told I wasn't entitled. At last it was resolved. It shouldn't have been that difficult

"Woeful service from multiple customer service personnel"

My mobile phone bill was considerably more than any month in the 2 years I had been with Plusnet. I rang and queried the bill, 3 times, before speaking to someone who took my comments seriously. I was offered a new SIM card to reset the account and hopefully restore order. I was offered a refund for the text messages to USA I have no knowledge of, the sum of £8.
I had also overrun my data usage. I had no idea why, none of my routines had changed from preceding months and this was going to cost me £20!

45 minutes after the call and the order for a new Sim 4G disappeared from my phone! I was about to travel on holiday & 2 calls later was assured loss of 4G was a geographical issue and nothing to do with Plusnet.

My monthly bill arrived while on holiday by email, I have been credited with £1.86
not the “gesture of goodwill in reimbursing the charges incurred texting USA “ which was approx £8

A week later and home from holiday a new Sim had been delivered, I rang as advised to have it activated. By now I have logged numerous calls on Plusnet system and brought to this advisors attention my recent issues were most uncharacteristic in my contract history.

He noticed my data roaming had been turned off by a colleague, on the day I had rung twice to question why I was no longer able to access 4G.

He also commented on my unusual excess use of data that probably resulted from my broadband access fluctuation, supplied by Plusnet!! A double whammy. My home broadband often drops, my mobile phone continues to use up data and rack up my big bill.

Finally someone acknowledged the problem and it was of Plusnets making.

My new Sim should have been activated within 2 hours.
After 2 hours I rang and was informed the activation was pending and nothing could be done to gauge how long this would take. I was not asked for my mobile number, was told my iPhone had a problem and it was nothing to do with Plusnet.

2 hours later, Still no 4G and another call. I was told to turn my phone off and on, standard procedure to activate a new Sim. Apparently not standard enough to be told by the previous ‘advisor’

I have wasted a few hours of life I won’t get back on this sorry tale.

Plusnet do provide a UK based customer service line, issues are discussed with an English speaking advisor. However, each advisor has a varied level of skill, & understanding and in my experience, only 1 in 8 calls results in something useful and positive.

As a customer, this is unacceptable and deeply frustrating.
I will be looking to switch to another mobile phone service and broadband provider ASAP.

"No customer service"

They take money out of your account after it has closed and then refuse to refund you. Spent 10 hours of my life speaking to morons

"Utterly shoddy service (mobile)"

Outrageously raised prices for MMS.

DOES NOT support shortcode (a short mobile number that utility companies and banks use to contact you). If you receive a message from your bank that uses shortcodes (e.g. 456633), you will not be able to reply to that SMS, however important that might be.

Called the customer service and some guy responded that they don't support it - that is it.

Mobile network coverage is poor in many parts of the UK and it is pathetic in Germany. So if you have Plusnet and thinking of taking your mobile abroad, think twice.

"Customer service absymal"

What is there more to add? You promise to call them don't bother to call. I have no idea why I am paying so much money for an intermittent signal. Wanting a new SIM but having to buy into another broadband contract with a company I despise.

"The worse mobile network provider I have ever experienced"

The worse mobile network provider I have ever experienced. You loose signal for 1 day per month atleast for no reason. They blame EE network which wasn't down.

Then there customer services are shocking. Steer well clear.

"Cheap reliable fantastic customer service"

Today I phoned Plusnet mobile with a question about my bill. I got charged £5 for less than a sec that I didn't pick that was refunded no problems at all. To top that they reviewed my tariff and increased my data from 6 to 8gb for no extra cost, I have mates rates as I have Plusnet fibre so £10pm. And the people I spoke to were happy to help

"Poor for roaming"

Used PlusNet on an unblocked Nokia 5, and where there's a signal in UK it's good, especially if it is 4G. No rollover of credit from month to month. In my village, a mere 4 miles from Chester, the coverage was very patchy, but that goes for all providers.

Then I moved to work in Costa Rica for a year. Previous visits had shown that roaming with EE was fine, as is my wife's O2. Not PlusNet. Reading their community blog, I realise that this is a widespread problem. Their online chat tried to be helpful, but they just don't have roaming arrangements with foreign networks in this part of the world. Porting numbers doesn't work outside the UK, so now I use a PAYG O2 SIM and had to tell everyone my new number. Remember that for credit card purchases they often text a security code to your mobile, so effectively you can't use your credit card where there is no roaming. A serious flaw. I will avoid PlusNet from now on.

"Poor start but ok now"

Plusnet Mobile were terrible at the beginning. I moved over, number ported over but could not activate my sim. Apparently, the ‘activator system' was down and they did not know when it would be working. Call centre staff only interested when they are selling to you. Once up and running it's been fine but a very poor start and don't look forward to getting in touch with customer service again should I need to.

"Absolutely Useless"

They have been getting a huge monthly rip off sum for 2 years. Promised the earth on renewal. Phone didn't turn up. No-one took responsibility. Phoned EE and got straight through. Sorted new better package at a lower price! Just useless.

"Very happy"

Very very happy with my experience from Plusnet customer service. Can’t thank them enough for their help

"Promise of a brilliant service, yet awkward to deal with"

I don't like being disrespectful to any undeserving company, yet these people are an absolute nightmare to deal with.

1. About to move house
2. Order a sim on a great package
3. Connecting the SIM? Impossible
4. Getting through to support. Waste of valuable time
5. Speak to a person, ABSOLUTELY NO HELP- NO INTEREST OBNOXIOUS ATTITUDE
6. Asked to speak to a higher authority BLOCKED PROGRESS

Naturally, there are circumstances that get in the way, moving house and changing address being the main issue, wrong security answers as things change, fourth attempt to resolve was simply too much trouble.

Conclusion: PATHETIC CUSTOMER SERVICE

"Simple base provider. Buy your own phone and away you go!"

Very simple porting over of existing number via text message.
Coverage, reception and 4G all excellent speed without problems
App to track account very basic. Only one line per account, tedious but not deal breaker.
If only they did mobile WiFi for my boat!

"Terrible"

Absolute joke of a network, they "accidentally" cancelled one of my mobile SIM's and after 2 weeks are still unable to reconnect it. They never call back when they say they will and the staff are completely incompetent.

Save yourself the grief and use someone else, they are cheap for a reason.

"Rubbish Website Breaks on Payment Page"

Tried taking out a sim only deal, payment over web did not go through. On their advice tried several times on different machines and browsers, only to find from my bank all my attempts had been authorised but for some reason, they did not collect the money.

Now I have £95 sat in a holding account for 8 day’s and Plusnet refuse to simply email my bank to release the money back to my account. Terrible customer service had planned to move other family members but maybe had a lucky escape.

"Poor or non-existent signal. Plusnet struggle with the simplest of tasks"

Things started off well with Plusnet mobile but then I started to struggle with network coverage. After contacting Plusnet mobile customer services, they concluded that the problem was with my sim and sent me a new one. I followed the activation process and waited and waited and waited with no service. The sim never worked so I put in the original sim which did work meaning that Plusnet never activated the new sim. Coverage contained to be poor or non-existent so I deceived it was time to go and phoned customer services for a PAC. Because of a problem with there systems, they were able to provide me with a PAC- I believe that Ofcom regulation state that they should supply a PAC within two hours so a big FAIL here. I was told that it would take up to 5 days. To add salt to the wound, Plusnet disconnected me from the network on day 2. Another call to customer services whose response was "there's nothing I can do"... It's a waiting game" I messaged them through Twitter on day three and they responded fairly quickly and asked for more information so they could investigate. It then went quiet. I can't wait to see the back of Plusnet mobile and I can never recommend them.

"Excellent Service"

I ordered a sim only deal from Plusnet's website and got a brilliant service from start to finish. They informed me throughout the process and delivered in just a little over 24hrs, well impressed. I have a great experience with Plusnet Mobile. Thanks for the excellent service and very quick delivery.

"Difficult to deal with"

I have a SIM only contract with Plusnet. Recently, I changed my name via deed poll and trying to update it with Plusnet has been a joke.

Much easier to change my details with the bank, credit cards, drivers license and passport than these Plusnet lot. As somebody said below, they don't care. Been fine up until now with coverage but customer service is just non existent.

"Happy with coverage"

After some thorough research, I chose plusnet mobile for a sim only deal and after testing it for one week I can say there are both pros and cons to talk about. From the second I started using it I appreciated the wide coverage and 4g speed on EE network (I really felt the boost from 3g). another thing I really like is the smart cap feature that makes sure you don’t exceed your expenditure (which you set as you please). One of the drawbacks of choosing Plusnet mobile is that there’s not a wide palette of plans to choose from. Possibly the biggest disadvantage is that they don’t offer handset deals so you have to look for a mobile phone somewhere else.

"Cheap. Simple. Effective."

I decided to explore some SIM only options after my contract came to an end and swiftly found my new home with Plusnet. It did take me twenty minutes to speak to a human being howoever when the need arose, so here's hoping that won't be a regular occurrence!

"Great value sim only offers"

I've been using Plusnet broadband for about 2 years now and I love their service and pricing, so I was looking into switching my sim-only phone plan to theirs.

Before I joined the customer service team were really helpful. They gave me pretty honest advice and answered any questions I had. They were pretty upfront about some porting issues I'd read about on other review websites, but honestly, the customer service and pricing alone made me sign up!

So far I've had no issues, although the signal is a little poorer in areas that weren't troublesome before, but that's minor really.