Plusnet Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Plusnet.

Recent Customer Ratings for Plusnet

  • Satisfaction
    3.6 stars
  • Customer Service
    3.8 stars
  • Speed
    3.4 stars
  • Reliability
    3.5 stars

Based on 1788 customer ratings since 2021-08-14 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,580 Customer Reviews over 90 pages

  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    Simply awful. Useless reliability, we've had at least once a month on average where we have Internet problems. If we were not on a prepaid plan I would leave immediately. My advice is to pay a little more and go for a better provider. The online chat service is useless for fixing issues, the team are not technically apt and simply ask customers to report a fault. They also have a ridiculously structured set of questions to answer to get through the troubleshooter before reporting a fault. It assumes everyone has a home phone and spare micro filter and router.
  • Reviewer
    Location
    Fitchett
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with Plusnet for about 4 or 5 months now and it has been a massive disappointment.

    I was with Sky and never had any outage issues or drops. However since I have been with Plusnet my connection keeps dropping and the speed is noticeably slower which is also making it a very frustrating experience.

    I have also tried to get them to help with the issue but other than the usual things they have been unable to resolve the issue, which is where the customer service aspect has let me down. I seem to keep getting the generic answers and scripted answers rather than someone actually wanting to find out what the problem is.

    Due to this I would NOT recommend Plusnet as although they advertise with good intentions, they don't live up to them!!
  • Reviewer
    Location
    Lewes, East Sussex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Initial install of fibre was a disaster. Plusnet never answer the phones so you have to use their email customer service. Do not even try to call. This email based service is actually OK if you only have to contact them once and if all then goes well. For repeated conversations, its rubbish because its a 2-3 day turnaround time to respond. In my case trying to coordinate openreach visits with work was chaotic. After a month of failing to coordinate, I rolled them back to regular ADSL. Not Plusnet's problem that I could not find a date and was too busy, but very much their problem that because their email response is too slow I am unable to coordinate with a moving diary. i just want to speak to a human. Will go to John Lewis as soon as they have unlimited fibre.
  • Reviewer
    Location
    Canterbury
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    To those who won't read this whole review, avoid like the plague!!!

    To those who do want to read it, and I advise you do to realise why I say this, I shall begin.

    I signed up for Plusnet Broadband on 2nd September 2015 after being reassured by a jolly sounding Yorkshire fellow that I will have my broadband installed within 10 days. Brilliant I thought, £2.50 per month (plus line rental) and I will be sorted. Obviously I am writing this today (29th September 2015), with no internet and not a single solitary toss given by the customer service team.

    On 6th September I received a badly written text message informing me that there was a cease placed on the line, to which I realised that there was an existing Sky phone line on the property which I just moved into. I then had to wait until 16th September for that to be released. Besides taking 4 days to even bother with my order, this can be put down to Sky however.

    Okay, I thought, I should be in business from that date. I spoke to a female from customer service (after waiting 40 minutes to get through), who assured me that the phone line will be installed within 24 hours and that my internet will also run. This was explicitly stated when I asked to confirm (Plusnet, check your recorded calls if you don't believe me!). I then hung up the call feeling vaguely satisfied. However, I immediately received a text message stating:

    "As per our conversation, when the cease has completed on your landline on 16/09/2015 we will restart this it will take 24 working hours. Once complete we will then place your broadband order which will take a further 4 working days to complete. As discussed, you will not be charged the reconnection fee for this".

    To make matters worse, the company also revealed that I will have to pay an extra fee to have the line fitted. This was later deleted in this conversation.

    The broadband order was then confirmed to begin on 17th September, with my home phone number then arriving the next day.

    On 25th, after inquiring and waiting over 45 minutes to get through to the customer service team, they finally admitted there was a problem with the order. No real problem was ever defined and I had several more phone calls after being promised date after date, with still no service to this day.

    At this current point, they now promise a review on 1st October 2015, with no guarantee it will be sorted. This is despite receiving an email informing me that my service is active.

    I will most likely cancel my order, and post this review as far across the internet as possible to make sure that you, a potential customer, do not fall for the terrible service provided by these amateurs.
  • Reviewer
    Location
    Twickenham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I am so surprised at how good PlusNet are. Okay, the service is not the lowest in terms of price but the feedback/communication has been A1 and generally they have been very good.

    I would always recommend them
  • Reviewer
    Location
    Thatcham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful. Waited for engineer who didn't turn up, keep being put on hold on the phone for half an hour turns (more than 2 hours on hold total now). Keep being told i have to wait 72 hours before they'll do anything (no idea where this arbitrary number has come from). I've recieved emails and texts from them to tell me my service is now complete, but I have NO INTERNET. I've been left with nothing, my old line having been cut off. My wife can no longer freelance from home and has had to go out and seek alternative internet this morning at HER EXPENSE. I've lost a day off, which cost me a lot more than the £40 installation i have paid for and NOT RECEIVED. - DO NOT USE THIS COMPANY.
  • Reviewer
    Location
    Linton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What ever you do think again they turn down the band width when you finally get through to them they turn it up and then it goes down again. They are a BT company as well. Be warned
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I had been a long time customer of PlusNet, until today. I ordered an extra line in a new office but after the line was activated it was discovered that the DSL would drop often due to latency on the line. We did many ping tests with their support team and found significant packet loss and time outs. It was determined that line could not support DSL. So the line was canceled but when I tried to cancel the DSL service they insisted I had to pay for the full 12 months of the contract, despite not being able to provide DSL on this line.

    I obviously did not want to pay £179 for quite literally nothing so asked if I could transfer this cost as a credit to one of my other accounts. They just repeated that I was in contract and stated that due to data protection reasons they couldn't even look at my other accounts...

    I have since cancelled all my accounts with Plusnet. Their customer service and customer retention is a joke.

    AVOID LIKE THE PLAGUE!
  • Reviewer
    Location
    hemel hempstead
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One star is too high a score for Plus net. Since day one we have had problems, when ever you call expect a 30 minute wait. You will then be told its a fault on the line and they will look into it. Typically its then fixed and you get a staggering 8 meg and then each and every day after it will drop a meg back to their token gesture 2 meg. Looking forward to the day we finally get an ombudsman to make these conmen accountable and allow customers to easily terminate a contract on none performance.
    We will be dropping them as soon as the contract date comes up.
    Recommendation avoid Plus net if you want anything faster than 1990's dial up. Worst provider we have ever had
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Mega Fast
    Never Went Down Once
    Cheap
    Perfect customer service but bad waiting times.

    BT INFINITY without the price tag basically. (same company they are a subsidiary)
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Attempting to sign-up for BB with Plusnet and it has taken months. PN blaming BT and vice-versa. No call to customer service has been answered faster than 40 mins wait. Worst has been 40 mins wait then transferred to high-priority team with an additional 45 min wait. Absolutely appalling level of service I wish I had never started with them. It's also almost impossible to be transferred to speak with a manager.
  • Reviewer
    Location
    Cheltenham
    Reviewing
    Plusnet
    Date
    Comments
    AWFUL SERVICE FROM AN APPAULLING PROVIDER

    I’ve spent hours on the phone to them in the last few weeks and I’m getting pretty sick of their attitude. The average time spent on hold before my calls have been answered is over an hour. They are then rude and are quite happy to lie (I know for a fact that they have lied to me) and blame anyone but themselves for the short comings in their service. . My broadband is generally unusable, about 0.2Mbts and drops out completely a lot of the time. Unfortunately tied into a contract and hae been told I will be charged exit fees if I leave, even though they are not providing me with the service I am paying for.
  • Reviewer
    Location
    London, SE1
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    After 8 years with Zen, thought I'd save money, and move to Plusnet, as reviews were good. What a mistake, firstly, had to chase on the connection - they didn't connect when they said they would, and it was 3 days without internet. Next, the speed was half what it should be. They said they were 'optimising the line speed'. After the two weeks I complained, and gave evidence of previous speeds. Suddenly, the speed doubled. Hmm? Are they throttling speeds on the expectation that some won't notice? Next, we got outrageous charges for European phone calls. Then they put their prices up. All within a month. Decided to leave, and received small bills for the pro-rata cost. Then the next month - a bill for the service again! Contacted them immediately, but they still took it by direct debit (which I also cancelled). Since then, have contacted 5 times about getting a refund. Even after the 10 working days they said it would take, I still don't have my money back. This is a terrible organisation. Steer well clear. I am now back with Zen Internet. Seamless transition back (no internet downtime whatsoever), and excellent customer service. So glad to be back.
  • Reviewer
    Location
    Crewe
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Good speed all week when most people at work Rubbish at weekend I pay for Fibre Optic and I am lucky to get 1 or 2 Mbps all weekend Can't wait for contract to end and I will certainly be leaving minus net
  • Reviewer
    Location
    Kent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Changed to plusnet with high hopes. They have been the worst provider I've been with. Say uk call centres but take forever to answer the phone, then when you get through they have to transfer you to another department. I can't wait for my contract to end so I can switch.
  • Reviewer
    Location
    North East UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Unlimited (non fibre) BB & Talk Package.

    Below standard in all matters really.
    Cheap and very inadequate router. One the worst still on the market actually.
    Hence, very inconsistent speeds, regardless of "peak" and "off-peak" times. My connection never broke 1 Mbit/s (whereas every other provider I have had was able to give us at least 1.5 over the same line)
    Customer service, sadly lacking.
    Very frequently an hour or more hanging on the phone (even outside of their stated "peak calling times".
    Never able to get a direct or concise answer to any of my questions.
    If experiencing a bad connection, the emphasis was always on the customer to try and sort out, e.g. pull 80 quids worth of unlocked router, out of thin air, to test the line for them. Or , be threatened with a 50 quid charge.
    And charges - a few big ones, not as transparent as they make out. If thinking about migrating, before end of term, make sure your next provider will, as an incentive, help cover any of the whopping fees Plusnet will hit you with.
    And lastly, as their base changes on all packages have risen by 15% this year, they are not even any cheaper than the nearest competitors.
    A BT owned company now too. For reasons of conscience I migrated to Plusnet. But, as they are now BT owned, any reasons not to migrate away are no reasons for migrating ar non-existent.
    I would recommend avoidance. It will honestly save a lot of frustration, and disappointment.

    J.G.
  • Reviewer
    Location
    Dorset
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Decided to upgrade to fibre as we were getting less tan 1MB, waited in on the appointed day, but no engineer arrived. Tried to contact via the webchat service, but told that this was not an appropriate medium. Tried to raise a complaint via this channel, but was informed that I could not do so - although it clearly states that you can on the complaints page. Now 45 minutes into a telephone wait to speak to someone - initial forecast was less than half an hour, but I have never got through in less than an hour.
  • Reviewer
    Location
    Plymouth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Shockingly bad customer service. I ordered an upgrade from broadband to fibre with them. An appointment was booked then the following has since happened:

    1) Contradictory information regarding a discount. Stated discount for 24 mths then mentioned 12 mths in email. Since resolved and will be 24 mths.
    2) Booked morning off work but BT engineer (wholesale provider) failed to show. Plusnet were dismissive and and only when I asked for compensation (time of work = money) did they agree to a miserly 2 months' free. Probably a fraction of what they would have charged me had I broken the appointment and definitely a fraction of the value of my wasted leave from work.
    3) Despite booking the initial engineer appointment on the phone, Plusnet told me they can't re-book until several days later as it was now a "bridging case", adding insult to injury. I needed to book more time off work so needed them to book the engineer.
    4) Despite the above, a new appointment was pushed on me which didn't match any of the 3 dates I specified. I phoned and was then booked in for a date I was able to take off work.
    5) Email arrived telling me the appointment which I had been told was booked (and for which I had again booked time off work) was not available. Again, no negotiation. They just pushed another date at me.
    6) Phone calls throughout had a minimum wait time of 30 minutes but a more typical wait time of 40 - 60 minutes. This included phoning first thing in the morning when their stats say they are least busy.

    This is a complete and utter nightmare of a company to deal with. I would go beyond saying "poor" customer service. I just don't think Plusnet offer what anyone can reasonably describe as service at all when you have cause to communicate with them. It's like talking to an inanimate object that's been engineered to cause maximum frustration.

    AVOID PLUSNET.
  • Reviewer
    Location
    kent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have not had broadband for about a month. Plusnet keep placing orders with bt expecting that will fix the problem. Isn't the definition of insanity to do the same thing but expect a different result?bt have confirmed plusnet need to enable the system from their side.
    Speed is .5mb. Customer advisors lie to you and hang up. They fabricate notes and say they will call back but do not.

    They cant seem to keep track of the promises they make you.
  • Reviewer
    Location
    Canterbury
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been without broadband for a month. It normally takes about 14-40 minutes to get through to their award winning service. When I get through the advisors keep placing orders with BT. They have done this 4 times now. Each time they say the service will be activated in about a week, but it has not been.

    Clearly dopey people work there as why keep placing an order with BT if you know it does not get you anyway... trying calling them to explain there might be a problem? Just a thought.

    Advisors promise to call and and don't. They fabricate notes on the system and say they tried to call back when they did not.

    If I could give no stars I would.

    They estimated 8.5-16mb on my line. I barely got 4mb. The phone line has a hum which they can't seem to fix.

    Total nightmare experience.
  • Reviewer
    Location
    Southampton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    I had thought that Plusnet were the very best at looking after their customers. For me, the reality is that they cannot appreciate problems, even when the nature of the problem and the solution is presented to them - this has happened a number of times. The latest disaster is their simply saying (after some delay) that they are unable to deal with the enquiry.
    Regards, lim
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I can't judge the broadband band speed yet due to the nighthmare in getting my connection active. After being told it would take 3-5 working days after my engineers visit for the connection to become active and having no connection after this time, I rang the customer support team who told me it would be another five working days. It has now been 13 working days since the original visit and after waiting on hold for an hour to talk to someone I have now been told it will be a least another three to four days and they will not refund me for the line rental payment that I have already paid upfront for this month even though I have had no internet. Would definitely not go with plusnet again and do not recommend.
  • Reviewer
    Location
    Leigh-on-Sea
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Tried to switch my service from Sky but they failed to turn up and I since discovered they had the order on hold without even contacting me. Trying to sort it was a nightmare with phone waiting times constantly at 30-35 mins at all times and an online help that was unable to help. Avoid at all costs.
  • Reviewer
    Location
    Wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible company! Have lost count of how many times weve complained of slow broadband and most days NO broadband at all. All we do is get fobbed off by clueless people. Cheaper than most companies because all they provide you with is hassle and rubbish. Terrible company, terrible customer service, terrible broadband. Avoid at all costs.
  • Reviewer
    Location
    Winsford, Cheshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Nightmare from start to finish, from my change over from service provider. When it didnt happen on the agreed day l called them from my mobile, 30mins queuing to speak to Customer Services to be told can go live up till midnight. Nothing rang engineers next day, said sent me a text to say it was no going ahead on that date. I explained l rang within 3 mins of getting text and was assured no problem and would happen as planned on arranged date. Without broadband & phoneline all over Christmas. Poor wifi speeds that drop to very slow after 3pm. Now signal keeps dropping 3 times in 30 seconds. Downloads dont even complete overnight, 12-7am and only 92% for a movie. Cannot make use of subscrption TV and movies because of poor speeds. Got a new base unit, not fixed it. Unscrewed cover from wall, not fixed. Ran test for 72hrs, fault been occurring for 3 weeks now. After test, engineer promised a call but just rang once hung up then sent an email, saying all tests ok. Its not and now in queue for 45mins to speak to Tech dept for 5th time. Want to cancel contract with plusnet. 1/10
  • Reviewer
    Location
    Shipley, West Yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Though I was offered an upto 16Meg line in fact speed was clearly limited to 12. I had 16 from previous and subsequent providers.

    On leaving I am having a nightmare with their customer services where, in spite of their agreeing I am due a refund I haven't had it for months and they are chasing me for money they agree I don't owe. God knows why they're rated for customer service as calls to them are never answered in less than 15 minutes and it has become clear their front line staff are unable to resolve problems due to poor procedures.
  • Reviewer
    Location
    Herefordshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Good broadband service,but appalling customer service. If you want to talk to them they provide a freephone number, but you'll be on hold for at least 30 minutes. then they will tell you that it's the wrong department and put you on hold for another 20 minutes. Not bad if you like bad 80's music, If you try to debate your issue you will come up with the Data Protection Act thrown at you as a non-answer.
    Best advise keep away. They advertise on TV about their great customer service and being UK based but it really is appalling.
    Oh and when you leave them they will keep trying to bill you.
  • Reviewer
    Location
    Hatfield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The old adage "Pay peanuts-get Monkeys" is proved right
    If you need reliability of service they are best avoided.
  • Reviewer
    Location
    Garstang
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Customer service appalling. After 2 year sent an email to me to tell me they had put my premium up but sent it to another address.
    Telephoned me to give me a better deal, asked me to hold then hung up on me.
    Didn't reply to my letters phone calls etc.
    Always had a long wait when reporting a problem Worst customer service ever. I'm with a new provider this week. Yippee!!
  • Reviewer
    Location
    Hastings
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just awful. I've had 3 different broadband providers over the years and Plusnet are by far the worst. I can't comment on the speed or reliability because we've still not managed to get it installed yet. They keep delaying installation and their customer support is dreadfully slow. They have repeatedly promised to sort out the issues and repeatedly nothing gets done. Worst of all they don't communicate with me to update me so I've wasted countless hours on hold and waiting around for an engineer who never turns up. Avoid at all costs.
  • Reviewer
    Location
    NEWBURY
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I have been trying to get a hold of Plus-net for the last 40 minutes and as soon as I get hold of them I am then put on hold again for another 30 minutes before giving up. I am trying to set up a new contract as well as change an existing contract. General speed is good although drops out a lot. Customer services is pretty poor and you blow your allowance on trying to call them and sitting awaiting a response.
  • Reviewer
    Location
    Minehead
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst customer service I have ever experienced. Call waits of over an hour for months and no sign of improvement. Had to pay £140 to leave - letter sent to wrong address and had to wait on phone for an hour to pay this as no automated payment line. Funnily enough if you ring sales you get through instantly. Will never return. Avoid!
  • Reviewer
    Location
    Cumbria
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I realise that Plusnet can do nothing about the measly 0.95Mb/s broadband speed we originally got (and what they told us we would get.) However, it started going down and now sits, on a good day, at 0.7 Mb/s; however, it frequently falls below that. Anything less than 0.7 Mb/s and it becomes pretty much unusable. And it regularly falls to as low as 0.1-0.2 Mb/s - actually, it often seems to cut out completely. The problem is I took out a two year contract based on the anticipated speed and the fact that Plusnet told us we'd get superfast in our area this spring (gone). Neither of those assertions have stood the test of time. Plusnet, having sent out a BT engineer or three, have effectively shrugged their shoulders. I had a letter recently (well outside the 10 working days they say they'll reply in) in which some dozey 'customer relations team' operative assured me my broadband speed was 1.0 Mb/s and stable (based on one 'snapshot' reading.) This was despite the 150 readings I had sent them, taken from Ookla over the last 8 months (about 60 readings in August), which quite clearly show that we have never had 1.0 Mb/s and are currently averaging about 0.55 Mb/s with variations between zero and (once) 0.76 Mb/s. I have asked for a letter of deadlock and will take my case to CISAS.
    The bottom line is, they are of course fine when it's all going smoothly, but when it goes wrong they are shockingly bad. Their customer service 'systems' seem to be in disarray with online answers to their own questions ignored, and deadlines not met. You have to battle, curse and scream to get them to action anything you send to them.
    If I knew what I know now, I would never have gone near PLusnet.
  • Reviewer
    Location
    Monmout
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I have been on the ADSL service for a year. Noticed I was getting speeds of 1.5m download/0.5m upload. Called the, was on the phone for almost an hour waiting to get through. The engineer found an incorrect setting, reset it, then I was getting 5m download/2m upload.

    I upgraded to their fibre service (70m). Has to wait in all afternoon, the engineer turned up at 6:30pm. After installation, the service is unreliable and only works intermittently. I called and waited on the phone for 25 minutes and they told me to reset my router, which I did, still no better. I have to call them again, when I have the patience and will to live.

    Not happy...
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    Can't provide the services they sell you and not interested in helping you or sorting things out when you ring them (if you've got them time to wait in a queue for half-an-hour). Save yourself the bother and avoid at all costs.
  • Reviewer
    Location
    Staffordshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Just swapped from sky to super fast fibre. Was a little worried after reading all the negative comments but a very smooth changeover. I received texts and emails to keep me upto date, router arrived 2 days before and as arranged everthing was up and working by 3pm yesterday afternoon. Just done a speed test on my samsung tablet, 50.4MB download and 19.4MB upload a mssive imprvement from my sky broadband of 11.6MB down and 1.2MB up. Very pleased
  • Reviewer
    Location
    Leeds
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Fine for the price. Been with them for a while and problems sorted out. Sometimes took a while and a couple of visits from Openreach but intermittent faults can be difficult. Downside is time to get through on the phone.
  • Reviewer
    Location
    Northamptonshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Having just become a plus net customer, which was a long process, finally we have broadband. Then whilst on holiday, before we've even been charged our first month we get a notice saying the price is going up. Unlucky timing on our behalf possibly, but the customer service around my enquiry could not have been more patronising. Not worth leaving because of exit costs, feel duped, very disappointed, from someone who likes giving companies good reviews.
  • Reviewer
    Location
    Rotherham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst broadband i have ever had. Worked for first month then became very slow and kept losing my connection. Been like this now for six months. Cant wait to get rid of the pile of crap. Customer services total joke. Would never use this garbage again.
  • Reviewer
    Location
    Tegg
    Reviewing
    Plusnet
    Date
    Comments
    TERRIBLE SERVICE when moving home they extended the contract from 12 months to 18months. I did not know until I switched provider and started getting debt recovery letters. Can not get hold of customer services, nor do they reply to any mail. You can raise a question. but are lucky if you get a reply from them. TAKE HEED go elsewhere YOU HAVE BEEN WARNED.

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