I have been a Plusnet customer for 12 months of an 18 month contract. The service is dreadful. The customer support which they claim is so awesome is a joke. You get the same support as any other ISP - every problem is apparently solved by doing hard reset on the router, losing all your settings, only to find nothing is improved. On two occasions, their agents simply hung up because I would not accept following their idiotic problem resolution sheet to address issues that were blatantly not connected with my end but are (and remain) problems with their own infrastructure. I also have Sky Broadband which has for 5 years performed faultlessly (a different building). I would not touch Plusnet. For all the advertising hype they are a complete shower.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  5 stars
• Reliability
  1 star

very good service best ive had been with them over 6 years now never forget what talk talk was like. been thinking about changing to zen as they are offering 130mb speed

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Have been with Plusnet for years and my contract was due to expire, so was looking to see what they would do. My phone call was met with a 50% reduction in my broadband charge. This meant I could get cheaper elsewhere according to the website information. A few days later I did an online chat with PlusNet, this resulted in free broadband for 18 months. So, all I have to pay is the line rental, which matched the website comparisons available. So I stayed with PlusNet, but would have gone to another provider if they had not improved the first offer. Don't take an offer if it does not meet your expectations.

• Satisfaction
  5 stars
• Customer Service
  4 stars
• Speed
  4 stars
• Reliability
  5 stars

My average speeds obtainable are between 1-2Mbps. Often I am receiving less than 1Mbps. Also regular outages. (No point showing an online map of where outages are if your customer has no internet!)
I chose Plusnet because I thought it was supported by BT - either way it's just not reliable.

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  2 stars

I decided to move from Plusnet to BT because of slow Internet speed and Customer Service, particularly now that you could keep your email addresses despite changing providers. I changed over from Plusnet to BT and Plusnet instead of making the necessary detail adjustments for continuation of our two email addresses with BT, just cancelled our account. On contacting Plusnet, and having been passed around and told that I couldn't keep our email addresses, I spoke with a Manager who said it was correct, you can change provider and keep your email address. She apologised and said she would arrange for our email addresses to be resurrected and that it would take a couple of days. After some five or so days of not having any emails coming through I contacted Plusnet who advised that resurrecting a cancelled account cannot be done and as such I have lost everything. Hence my new email address and I am still making contact and trying to make contact with all the people and businesses and authorities that communicate with me via email. Nightmare! Plusnet's commercial - .......NO PROBLEM - for me is the biggest lie on TV. If you use Plusnet hope for the best but PLAN FOR THE WORST.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

AVOID PLUSNET, THEY DON'T CARE TWO HOOTS ABOUT YOU.

I used to get 9 meg with Sky. Swapped to plusnet a year ago and this dropped immediately to 7 meg (at best).
Recently had a line fault and lost everything. Openreach quickly fixed the problem at the box at the end of the road.
Since then my max speed has been 4 meg. Plusnet will make no attempt to get me back to 7 meg because it still meets the new ofcom minimum requirement of 3.5 meg.
Beware of the minimum guaranteed speeds when you sign up because that is what you may end up with for the whole contract period. The speeds splashed all over the adverts are no guarantee that you will get anything like this. The minimum speeds are buried in the small print.

36 meg fibre broadband !!!!! You might end up with 10 meg from one provider I noticed. These advertised speeds need to be changed to minimum guaranteed speeds.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

In a town of 30,000 my house is one of 3 with no Openreach connection due to the line being left in disrepair. Ordered Plusnet on 15 August and after incompetently handling the matter and charging me every month for 7 MONTHS they finally tell me there will be a £4k charge for me to repair Openreach lines that are not even in my property!Then they blacklisted the property so no one can ever apply from here - don't want the hassle of having to actually make an effort in customer service.
The service with Plusnet is dreadful. Hours of waiting. Agents don't read notes. Repeating everything and they never listen. Untrained workers only sticking to script. Utterly incompetent. I used to love them but never again!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

15/3/19 Decide to join Plusnet due to positive reviews and my son having joined recently with no problems.
Supposed to go live on 29/3/19
On 25/3/19 no router had arrived. Tried to call but waiting time was too long for me to wait. Tried online chat, all lines busy.
I then went away for 2 days. On return on 29/3/19 no router or Royal Mail red card. My previous provider had disconnected the line so I had no internet.
Tried to track order from email with link to ‘track your order’ to be informed that I had no order.......
Rang customer services. Explained. After checking, member of staff said the router would be delivered in 2-3 days and apologised. I asked about compensation and was told I’d have to call back after set up to claim compensation.
1/4/19. No router. Rang customer services. Was told the router would be 4-5 days. I said that I was told it would be 2-3 days and that it hadn't arrived. I was told there was nothing she could do. I again asked about compensation and was told that I would get refund of the rental for however many days I was disconnected. I asked if she thought that was sufficient. I rang off.
2/4/19. No router. 14 minutes of online chat waste of time. Was told there was billing error on my account........Offered me one month line and broadband rental refund. He didn’t answer my questions. When asked when router would arrive, was told 3 working days. Online chat recorded.
Simultaneously got email saying my hardware had been ordered and would be 3-5 working days....
14.27. Rang customer services again..... was offered £40 to go and buy a router. Told 3-5 working days for theirs to be delivered. Asked to speak to manager. Said I didn’t want to buy router as I knew nothing about them. Asked why their router could not be sent express delivery. Their routers sent out from warehouse not them. Explained it all. Data on my mobile running out. Error made by first person who took order? Manager will look in to it and get back to me within 2 hours. This call was 22 minutes.

Manager called back as promised. He’d arranged router to be sent out recorded delivery and gave me delivery tracking number.
His confirmation email said that the agreed ..... was ‘XXX’....... phone call agreement was £30 credit.
7pm. Tried to track router on Royal Mail. Not trackable. Tried again at 11pm. Still not trackable.
3/4/19. 7am. Router still not trackable on Royal Mail
9.42. Tracked again. Royal Mail saying it’s been delivered. I was in at time of delivery so it had been delivered wrongly. Eventually went to neighbour the other side of estate, not in. Back home to write letter, delivered it. Owner of other house (not my address) contacted me having picked up my letter.
Got back at lunchtime and collected the TWO separate routers sent... the address on both parcels was wrong. The first one I opened had wrong power cable. Luckily 2nd parcel had right one. Connected computer after some help from Technical Support. Phone and printer also connected.
Later:
Smart TV not holding connection via WPS. Dropped connection every time I turned TV off and I had to reconnect by pushing WPS button and starting again. Rang TV company. They found same problem. Suggested it was router at fault as TV had worked perfectly with previous provider.
Ookla speeds through the night poor - worst at 7am when upload was 0.02.... best was 35 so average well below 38/40 for which I am paying.
4/4/10. Tried Smart TV again. WPS lost.
Rang Plusnet. 31 minutes later got answer from Technical support. Established it was probably faulty router as I had suspected. Told they’d send out new router. As I had been sent 2 routers in error, I agreed to change routers as most likely problem was that. Now have to reset phone, computer, printer and TV.....
4/4/19. Installed new router. Connected computer, iPhone and printer. WPS on Smart TV still very dodgy but appears to be working and not disconnecting every time.
Speeds extremely slow - often less than 1......
Online chat said the speed to my property was 38 - of COURSE IT WAS!!
Changed channel - speeds slightly better but nothing like 38 - 40.
Have asked for increased compensation as Plusnet is part of BT who have signed up to Offcom agreement at £8 a day. I had no internet for 5 and a half days. Awaiting answer.
Totally fed up with the whole service and after all the t5ourble, still got slow speeds.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

Absolutely awful! Stay clear!
Award winning customer service? Absolute joke, I had the worst time with this company.
Lied to, mislead, treated awfully thr list could go on, save yourself the stress and stick to the big providers.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  2 stars

We moved a month ago, and took plusnet with us. Since then, there is always an issue after another one. Everytime, we're told to wait 2 working days... And then there is again an issue, so need to wait again... It's been a month, we still don't have internet, and they ask us to pay the bill...

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars