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
    3.5 stars
  • Customer Service
    3.7 stars
  • Speed
    3.3 stars
  • Reliability
    3.4 stars

Based on 1937 customer ratings since 2021-07-05 (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.

3,571 Customer Reviews over 90 pages

  • Reviewer
    Location
    Stockport
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    HELD TO RANSOM!
    We're moving house, they want to double our monthly broadband cost and tie us in to a new two year deal. This is scandalous. Not to mention the 47 minute wait to be answered and 19 day delay until the new service is active. I'm off back to BT.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    I renewed my contract with Plusnet which included a £75.00 bonus. Due to confusion on my part I did not claim the bonus. Contacted Plusnet to claim bonus. They refused to give it to me claiming that the "offer" had expired 2 days ago. Another advisor falsely claimed that it was "a one day only offer". This was NOT an "offer". The bonus formed part of the contract. I sent an email to the CEO. This email was ignored. After writing a critical review online I was told that they would be contacting me. No-one has been in touch. This service is abysmal. Avoid them like the plague as they simply don't care about their customers.
  • Reviewer
    Location
    Dundee, Scotland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I called Plusnet to get broadband and a phone line. I was told it would be 10 days and was given a day and date. I THOUGHT GREAT. I was given a time of between 8am And 12pm. I waited in only for the engineer not to turn up. I gave them a call and they rearranged it for the next day between * and 12. You got it, no one turned up. I again called and it was rearranged again, this time for in 2 days time between 12 and 5. No one showed up again. I again called them and the told me my phone and broadband was on and working. I tried the phone line and yes the phone was indeed working but my broadband wasn't. There help desk told me that the engineer should have left another box to go with the modem. I told him that an engineer hadn't turned up on the last 3 occasions. He said he would have to book another engineer. I then emailed the CEO of plusnet and the engineer came the next day and my broadband was up and running. "Great you would think" Well no. its now 2 weeks into my contract and my broadband isn't working at all now. Thats 3 days and they say it may be a week before I can get an engineer. MY ADVICE STAY WELL AWAY FROM PLUSNET. BUNCH OF COWBOY'S
  • Reviewer
    Location
    Oxfordshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Awful awful company. We signed up for one package and were given a totally different one that cost twice as much. After complaining again and again we got nowhere and have not even been offered a refund. We ended up leaving and to top it off they kept asking for payments months after leaving them. Also beware when you leave them as even if u inform them your leaving if you dont request a certain code they will charge you an extra £30 to leave! Apparently its in the very small print!!! Overall a horrible experience, with really really unhelpful no nonexistent customer service.
  • Reviewer
    Location
    Addlestone, Surrey
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Worst customer service I have ever come across - they're even worse than Talk Talk which is saying something. From the very start of the 18 month contract they got the pricing wrong. When I went to renew the contarct as I was quoted one excellent price then that was supeceded by a lesser discount and at that stage I decided "enough is enough" but they continue to excel themselves in the stupidity stakes.

    Now when I am leaving them they cannot decide whether I need a MAC code or not, with one advisor saying (on the phone and by e-mail that I do) and another stating by e-mail I don't and a third muppet saying they are both right! Honestly you couldn't make this nonsense up. Moving to the parent company BT very shortly and I'm sure Plusnet will mess the transfer up as they are absolutely useless and I won't be going back to them - AVOID LIKE THE PLAGUE.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am sure PlusNet works OK for some. The problem is the broadband service is wholly unreliable at various point in the chain between the internet and even one computer, especially via Wifi.

    Using the router's built in tools, the broadband itself fluctuates massively between 63Mbps (it's a 76mbps package) and 9mbps. The Wi-Fi on the Technicolour router is chronically bad on anything other than Mac devices, apparently because of the way the radio frequency protocols work. The fastest I have ever gotten from the system when it had 63Mbps was 34Mbps and that was right next to the router. The router is at one end of the house and a fixed PC the other and I have been as low as 0.34Mbps, for Fibre.

    I just couldn't get my head around how I was seeing speeds this slow on a fibre connection. At the same time I check the router speed and it was at the 9Mbps. So you get a chain of things going wrong, each reducing the quality of the already poor 'previous step' by another order of magnitude.

    This ridiculous quality of technical service has been the same in Manchester and in London. I've toyed with the idea of buying my own router.

    I've not tried customer services yet, so can't comment on their abilities (so I've marked it a 3), but one thing I recommend with any broadband contract is don't expect what you get the day it's installed to be what you get in 10 days time. Traffic shaping, that all providers use to balance internet loads takes time to rebalance networks. So when the engineer leaves, the speed you get in 10 days will be different to how it is when installed.

    On the plus side, the upload speed is very good. In fact, it's unmatched.

    I was previously with Virgin Media, with 152Mbps but had to move to someone else because VM don't cover this area. I can't tell you how much I miss it. As someone who routinely works from home, this is a very costly problem for me because it impacts the speed at which I can work. However, I don't want to pay for a dedicated line as I can't justify the expense.
  • Reviewer
    Location
    Newport South Wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Plusnet allocated a telephone number to us. from day one we had constant calls for a chap who is obviously in serious debt. We contacted plusnet and we can either pay £35 for a new number, £4 per month extra to filter calls or £40 to terminate the contract. Customer services were patronising and were of no help. We are moving to another provider.
  • Reviewer
    Location
    E Sussex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    When I purchased this I was given an installation date on the +net web site of the 22nd (2 weeks time) a long wait. The next day I got a text stating it would not be the 22, but the 24. But since paying the best part of £100 I have received a number of texts each telling me it will be a different date, now it's moved again to the 25th. And that's not the end of it, that date is only for the phone line and I will have to wait up to another 2 weeks for them to switch on the Internet. NEVER USE PLUS NET Unless you want to wait a monthly to get online!
  • Reviewer
    Location
    Alton, Hampshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have had Plusnet for around 4 months. Since being installed we have had severe issues with performance since day 1.

    The first issue is the general performance of the Broadband, which peaks at around 4.3MBps download (well below the stated maximum of 7MBps), but more of an issue is the Upload speed, which never seems to get above 0.08MBps (a paltry speed compared to the maximum which is stated as being 0.7MBps).

    After many, many calls and onsite checks (by BT), we are consistently fobbed off, the latest being that "There will always inevitably be times when performance will drop).

    The second issue is that we suffer at least 4-5 complete outages per week, and have occasionally experienced 3-4 drops in service in one day, resulting in having to restart the router and suffering no service at all for a few minutes.

    We are a business where 90% of our work requires internet access. On top of that, we have a web site development team - god knows how many hours have been lost through poor performance and related issues such as losing session ids to keep connected to the web server.

    We have had a new router, new connection box and multiple times when updates following the open incident have never appeared. Additionally, having to wait for an average of 15 minutes to have a call into the Plusnet Business Customer Support services answered, I have to also rate the the customer service as very poor overall.

    All in all, a very poor service and time to consider cancelling the contract and looking for a more reliable service provider.
  • Reviewer
    Location
    Bolton
    Reviewing
    Plusnet
    Date
    Ratings
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    If I could give zero stars I would. My connection cuts out every 30 minutes. Plusnet told me it's because my router is nearly 6 years old since that's how long I have been with them. But they won't replace the router unless I pay £40 plus P&P. Or sign up to an 18 months contract at a higher price than newer customers. The connection is non-existent, the customer service terrible. Why would I sign up for a product that doesn't exist most of the time? If you want a perpetual headache, Plusnet are the company.
  • Reviewer
    Location
    Bingham Notts
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Switched from BT due to spiralling costs. Was dreading the switch and all the problems we might have but it was seemless and stress free. Regular updates by text and email. From Plusnet.Have not had any issues so far. Broadband speed same as with BT. Really pleased we halved the cost of broadband with no noticeable issues.i would recommend Plusnet ......
  • Reviewer
    Location
    Cardiff
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The connection is interrupted
    Very busy customers services, did not book the engineer appointment only after a week, so the appointment got delayed until after the new year, so 3 weeks without internet
    Dr Ashrf
  • Reviewer
    Location
    Sandhurst
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Not the greatest service out there, but it is slightly cheaper than BT. Broadband speeds vary greatly and are not consistent. I have often noticed service drop off which although temporary are very frustrating. Calling customer service results in a 45 minute wait on hold. My contract is ending soon and I will be looking to change provider. If you are on a budget this may be a good option, but the frustration of slow speeds isn't worth it for me.
  • Reviewer
    Location
    Christchurch
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I'm having to write this on my phone via 3G connection...really this says it all about my home Plusnet fibre connection. This isn't the first time it has failed to connect. Sometimes the speed reminds me of the days of dial-up.
  • Reviewer
    Location
    Medstead
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Plusnet believe that they can use words like 'Unlimited' and 'Anytime' in their marketing and then apply special terms and conditions to these words which - if you're not aware and not careful - lead to unexpected charges.
  • Reviewer
    Location
    barnsley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    we'll do you proud my arse. they lie and get out of any thing they can. dont accept responsibility when the service goes down. charges are sky high. they never respond to complaints, so i ring and they are rude. broadband speed varies dramaticly day to day which makes my internet streaming useless. dont use plusnet they make you miserable.
  • Reviewer
    Location
    Harrow Middx
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Slow speed below 3 Mbps all the time.Unable to watch movies from lovefilm, (had to cancel subscription)youtube etc... Rubbish !
  • Reviewer
    Location
    Cumbria
    Reviewing
    Plusnet
    Date
    Comments
    The worst customer service department on the planet. You always have to wait in excess of 15 minutes to be then passed to another department (another minimum of 15 minute wait, you then get passed to another dept and you wait again then get cut off just like a carry on film! You get no answers, shameful pathetic service, use this company and get bored waiting. Use a respected provider not this tin-pot outfit!
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very happy with the service so far, it took quite a while for an engineer to come out but the broadband was up and running within an hour. Great speeds and the customer service has been ace so far (though there are long waiting times) I'm happy I switched from Virgin :)
  • Reviewer
    Location
    Huddersfield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I don't know what to say about our experience with Plusnet. The guys of the end of the 'phone are very nice but no-one seems capable of resolving our fault even though we can see what the problem is! We have been without service, wifi, broadband or a telephone line for a week now. it is a nightmare. We have rung and told them that the box on the outside of our house is hanging off with wires hanging out and we need it to be fixed. They told us that they have organised for an engineer to review the whole (3 miles of) line. They cannot tell the engineer to look at our box because they do not have this option on their system. We just need someone to come and sort a known problem out but they cannot do so. They are fine is everything is going smoothly but can't cope with a problem. We are thinking of moving back to BT
  • Reviewer
    Location
    Bentham Lancaster
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    No complaints at all. Speeds above those promised. Friendly well informed customer service people with Yorkkshire accents I can hear well and understand. These guys rock.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    After many a year with them, I shall not be returning to PlusNet - EVER!
    An utter disgrace of a company; it is sad, because it wasn't always like this. Now, it seems that cheap-suited estate agents man the technical support lines.

    We've been having intermittent broadband outages - confirmed by their own tests, and they claimed that the copper wires in the walls were cut.

    Really? what part of intermittent don't you understand, and why does the phone line which uses the same copper wires still work then?
    Speaking of phone lines, recently, our next door neighbour kindly let us know that he can access our phone line simply by plugging his own phone into his own socket. PlusNet sent an engineer out, and he didn't anything except report that fault has been fixed - fast forward weeks later - the fault hasn't been resolved.


    We have since lost confidence with PlusNet, and decided to transfer to another provider (BT); but the fault exists, PlusNet suggested that the new provider take over the fault, because they won't deal with it.
    Well, at least they admitted that the fault is still there after lying about fixing it initially!
    No doubt they'll still be stealing cash from my account (when you take money in good faith but don't deliver a service, this is THEFT), so I'm now writing to the Communications and Internet Services Adjudication Scheme.
    A disgrace of a company, and some of the most uninformed uneducated part of the human race man their technical support lines (I mean the copper wires fib had me in stitches!)


    Stay well clear of garbage like plusnet.
  • Reviewer
    Location
    Walsall
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Can`t even fix a fault with their own equipment.
    I have had to take many days off work, and still the fault with thier equpment is not fixed. they continue to take money for a service they are not providing, and as i have lost so much money sitting at home waiting for an engineer to visit if they actually turn up, they claim they have a photograph of my front door to proove they visited, this is contrary to 6 hrs of cctv footage. i may be forced to take them to court, as apparently a payment for a service that they can`t provide is non refundable.

    After the 3rd and final BT visit my connection speed is less than when i started to complain about it dropping out. and plusnet`s responce is its fixed. i think not.

    #92123225
  • Reviewer
    Location
    Feltham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I was originally with SKY and then wanted to move to PlusNet. What a disasterous decision.

    Initially when I placed my order, Plusnet gave me 7th Nov. as the date on which both my Phone and Fibre broadband would go live. The same day by evening got another text message confirming that the broadband service would go active on 11th, i.e 4 days from the originally agreed date.

    To my surprise I have got another text message confirming that the broadband would go active on 20th of Nov. i.e after 13 days from the original agreed date. This is when I had called Plusnet and explained them that I need my broadband all the time as I have to work remotely. I even told them that I can live with couple of days of outage, but not more. They put me through to a representative of their provisioning team, who said that he has changed the dates to 10th being for the phone and 11th being for the fibre broadband. I was happy.

    But, when I called again after 2 days just to make sure that the services will go live on the promised dates. I got another shock, I was told that the Phone line will go active on 20th and broadband will be active on 11th. I even asked them how can it be, but I was assured that there will not be any interruption to my service from SKY and will be handled carefully. I was also told that on 7th nothing is going to happen.

    As I was afraid, on 7th my phone connection went down and so as my SKY broadband connection. When I spoke to the Plusnet team, they said on the system it was showing 7th as the phone provisiong date and that's the reason their supplier initiated the transfer. I even asked them why I was told differently when I called them couple of times earlier, for which I didn't get proper answer.

    Be carefull and think twice before moving from a different provider to Plusnet. They can't be trusted for what they tell you.
  • Reviewer
    Location
    Aberdeen
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    Customer service was perfect. Had to wait a while to get through to a technician but they made it clear that there would be a wait at the begining of the call. Once through, "Faz" was fantastic. He was very patient and polite and talked me through everything. He was very knowledgable and explained everything very simply without patronising. All in all truly excellent customer service.
  • Reviewer
    Location
    hampshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor broadband speeds (<2.6Mbps)
    They are owned by BT and offer the same terrible service. They offer a better deal to new customers than existing customers. AVOID THEM, THEY ARE TERRIBLE.
  • Reviewer
    Location
    slough
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    five star customer service very happy with plusnet every time I need any help they deal with very professional way highly recommend plusnet recently got new contract with unlimited fiber they offer me very good price without any connection fee
  • Reviewer
    Location
    Scotland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    You get what you pay for. Months of slow download and upload speeds and dropped connections. Even the lowest resolution videos are unwatchable because of constant interruptions. Customer service is patchy and response times to complaints are poor. Time for a change of provider...
  • Reviewer
    Location
    Glossop
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I upgraded from SKY broadband as I'd had enough with paying through the nose for everything. Change over went well and the engineer installed the fibre modem without any problems. It also connected perfectly to my AirPort Extreme. After initial settling period of about a week I have a very reliable and extremely fast connection meaning large downloads are achieved in a breeze.

    Plusnet are also on the BT network so means you can pay for line renatal up front reducing the effective monthly cost.

    I would have no problem recommending Plusnet to anyone excellent experience after 12 months and still happy.
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Garbage customer service and an IT company that can't/won't read emails. Go with these if you like the music they play whilst you are on hold.
  • Reviewer
    Location
    Somerset
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Have just moved to Plusnet in last 2 weeks.
    There have been a few connection problems which were due to external phone line/ exchange which were overcome speedily and without fuss.
    Customer Services have been fantastic.
    Its early days so hope it continues, such a change of attitude from my last provider.
  • Reviewer
    Location
    Somerset
    Reviewing
    Plusnet
    Date
    Comments
    Have just joined Plusnet recently
    There was speed issues which my last provider continually failed to address, however Plusnet solved this now have 5.6GB (last provider 0.7GB)!!
    Their technical services have been fantastic setting up new account and setting up my emails etc.
    Early days but so glad I made the switch.
  • Reviewer
    Location
    Coventry
    Reviewing
    Plusnet
    Date
    Comments
    I was forced to change to PlusNet as Freenetname had been taken over and so I was advised that if I wanted seamless service, I needed to go with PlusNet. I had little choice if I wanted uninterrupted service, so I was told. What an enormous mistake!
    The service has been appalling! I was unable to receive emails initially and so asked PlusNet to help sort the issue out. Their solution was to duplicate my mail box, which has caused immense problems, resulting in the fact that I do not and cannot use that mailbox anymore. It has attracted mountains of spam, scam emails and virtually anything unacceptable that you could think of. The mail boxes - because there are now TWO - required so much managing that I gave up and now do not use that address at all.
    In addition, my children cannot now even do their homework because the broadband is so slow. They cannot get at the sites they need sometimes within 15 to 20 minutes. They gave up and we had to apologise to the school for the speed of the service here. I have had various phone calls with customer services and they have offered to send me another router - that happened last time I complained but there was no improvement in the service. My IT friend tells me it should not make any difference in this instance anyway and he has advised that this service's speed is so unacceptable that I should ditch PlusNet and go with another provider who can provide an efficient service and value for money. For ease of service and continuity I would like to stay with PlusNet as I have my phone with them as well. However, I was not even able to look up a series of websites efficiently the week before half term to plan my children's half term holiday and was unable to remotely access my school account so I could help my students at school because the speed of the service was so amazingly poor. I was told that if I changed provider, I would have to 'pay through the nose' but really what service do I have when my children cannot even do their homework efficiently in the evenings and I cannot plan their half term break or do my work efficiently? I'd like to see what Plusnet's response is before I take action. However, I'd like the response to be factual and I'd like PlusNet to tell me how they are going to improve this service and quickly. I'd also like evidence of the improvement too.

    The children go back to school on Monday and I hope I don't have any more tears of woe because they cannot get online to do their homework. I also cannot afford to be unable to access my work from home because of the poor slow service provided.

    I am going to approach Watchdog about this service as I believe it is sufficiently bad that it needs attention. I can see that there are others who are equally as dissatisfied as I have looked at the PlusNet website and other broadband sites.
  • Reviewer
    Location
    Doncaster
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    They have been dreadful. I applied for phone line and broadband on the 28th Aug. The line happened on time but has since gone off and I am still waiting for the broadband. Just keep getting fobbed off. Even wrote to the CEO, had no response, yet they still keep taking my money. The broadband was provisioned to the wrong house in September, it's November tomorrow and still no sign of anything. so now I am left with no phone and no broadband. Their adverts are a joke.
  • Reviewer
    Location
    Birmigham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    used to be good for about a year, now since moving to unlimited, the speed is unusable
  • Reviewer
    Location
    Gear
    Reviewing
    Plusnet
    Date
    Comments
    Highly disappointed with this internet provider, with rubbish connection which kept cutting out every week or so for an hour plus I changed providers which I'm so happy about. I was paying just over £40 a month for connection which I was lucky to even get! Since changing internet providers I've had no problems at all!! None of the ones I had with plusnet and I'm paying less than half the price!! Feel as though they have robbed me with the amount of money i spent not only monthly but the amount i spent to cancel my package! NOT HAPPY!!!!
  • Reviewer
    Location
    fleet
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Plusnet are wholly owned by BT although they don't tell you that. If I had known I wouldn't have bothered with them at all as BT Internet service is the worst I have come across. I get 2mb/s line speed, when they say I should be getting 7.5mb/s. I have raised this through their online assistant and when I last checked they had closed the service ticket for each query without bothering to respond. Very poor.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely abysmal treatment when moving to another provider. Had an email informing me that my service would be cancelled - but direct debit was still collected the following month.

    Contacted the customer services team to rectify this - got a refund and was assured that the service would be cancelled.

    The next month they tried billing me again. I contacted customer service to get this cancelled but they failed to do so before the billing date.

    However, as I had cancelled my direct debit I then got non-stop emails and text messages harassing me for payment.

    Feedback to me from customer service was non-existent and the emails and text messages kept coming for over 3 weeks.

    Eventually, my whole account was closed but the first I knew about this was when I tried to log in to their portal to find that my account details no longer existed.

    For a company that is supposed to have a reputation for good customer service I would have expected better.

    Now, I am left needing to check my credit reports to ensure that their automatic systems haven't flagged my account as being late paying - I raised this issue with them but they just continued to ignore me.

    I will never be returning to them and could not recommend people enough to STAY AWAY!
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet set up my accounts to start paying them immediately. My direct debit with my previous employer was cancelled. Then nothing has happened for two weeks. My previous supplier will be charging me at a higher rate. Sales staff are available immediately, but there is no such availability for existing customers.

    Appalling service because no service and costing me money with the supplier I intended migrating from.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I can't comment on the quality of the broadband as I'm still waiting for things to be installed.

    Do not order with Plusnet - so far we've spent over £40 on phone calls chasing them and taken three days holiday from work to wait at home for installation and we still haven't got things properly installed. I never really bother to post reviews like this, but the service has been so bad with Plusnet - and I'm so infuriated - that I'm posting this. What follows is boringly detailed, but I'm putting it here for the record:

    Ordered fiber broadband on the 23rd August with installation date set for the 16th September. When the engineer came, we were told it was only to install the phone line and someone else would have to come to install the broadband - Plusnet did not explain this when we ordered.

    I had already taken one day off work, and had to take another off on the 23rd September for the second visit. During the first visit, the engineer pointed out that our phone socket was not near a power outlet, but that would be fine as the engineer installing the broadband would be able to run a wire through and install a socket near a power point.

    When the engineers arrived for the second visit, they said Plusnet had not ordered a "full installation" (Plusnet use BT engineers), so they did not have permission to move the phone socket and could only set up the broadband through the existing socket (which doesn't work as both the modem and wireless router need a power socket). Between all of this, we've had to make several calls to Plusnet, which has cost well over £40 (we couldn't use our land line as there is also a fault on that which Plusnet also haven't sorted out yet - and Plusnet don't do call backs, even though they're the ones who have messed up), with all the time waiting to get through to people.

    Plusnet said they would expedite the order to ensure a BT engineer came to do the full installation, but the visit was then not arranged until today (14th October). This time, my girlfriend has had to take the day off (third day of annual leave taken from work just for installation of internet). The BT engineer has just arrived and told her that he doesn't have permission to move the phone socket as Plusnet have not ordered a "full installation" - which was the whole point of this visit happening. This has been a complete waste of our time and money, not to mention all of the holiday days we've had to use up just to stay at home for a job to not be done as promised on three occasions.

    BT have blamed Plusnet and Plusnet have blamed BT. I don't care; we're Plusnet's customers and they should be sorting it out, regardless of where the blame lies. I have no idea what Plusnet plan to do next, but I'll be expecting a refund and more for all the money lost on phone calls and time taken off work on account of their incompetence and the inability of Plusnet and BT to work together - and if it's not sorted out very soon, I'll be cancelling altogether (the only thing stopping that - only just for now - is the pain it will be to have to start the whole process again with someone else).

The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.