Plusnet Home Broadband Reviews

Should be -1 terrible service not reliable
Terrible customer service talk over you and patronising,don't listen.
Take payments from you that you don't owe, and God forbid you asking for it back!!! Cos they don't want to give it back!!
Cheap doesn't mean quality stay away from this horrendous service provider they are not worth the hassle.

Throughout my contract Plusnet have been hit and miss. Once I went away for 3 days so turned my router off. When I returned my internet speed was so low I couldn't even browse the internet. They said they detected my router was off so slowed my speed down and I had to wait for engineer. So 4days with out internet.

Most recently though I have decided to change my provider and ever since they were told I was switching, my internet speeds have dropped again for the last 2 weeks of my contract!! Spoke to them twice first time they said they send an engineer out and sneakily send me a message to my account (no email or text) to say engineer detected no problem and the second time they said they would me back within an hour with a solution and you guessed correct no call back! Tempted not to pay them for the remainder of the contract but is it really worth the hassle for less than a five?!?!

Absolutely awful. Lied twice about installation date. No communication. Do not use.

After 18 months of poor broadband, the service is not only more expensive, but also the broadband is worse.

Out of the blue Plusnet switched off our answering service on our landline. My calling features package says it is on but it isn't. Plusnet have not responded to numerous requests to switch it back on, they just ignore us! We have had to get an ansaphone as we are signed up for another 16 months. Will think twice before renewing with them again.

Delaying switch over by a week leaving us without internet. Take up to an hour to answer the phone. Staff seem nice enough when you eventually get through but I would avoid like the plague if asked to switch again.

Terrible internet connection which cut out on a daily basis. Very expensive
and customer service is not interested.Avoid.

Plusnet is a mess at the moment.... No communication between departments and can't even send me right bill after I upgraded my service, so I ended up overpaying my bills... Another issue is that plusnet by mistake disconnected my broadband without letting me know and then when I called the technical support team they were investigating the "fault" for 3 weeks leaving me without service i paid for, so they didn't even know the that they disconnected me ha ha! Joke and nightmare as I'm waiting now without Internet until 3rd of November, when they will upgrade my service to full fibre....

I was a massive fan of plusnet. I was a customer for over ten years and even recommended two other people to it. The customer service has went down-hill completely and I would recommend no one now. One of the people I recommended moved, and plusnet could no longer provide them with the service they were paying for. They rang and were told it was sorted, and that they would not have to pay the remainder of the contract or the early termination fee as plusnet could not fulfil their end of the contract. They later received an email asking for the money owed. They rang again and were told it was the first caller's mistake and it was now sorted. The same thing happened. They called again and were told it was a management issue and it would be sorted this time and not to worry. They were then contacted by a debt collection agency who plusnet passed their details to. Of course the debt collection agency has added on a 25% fee on top of the debt. Plusnet were contacted again saying it's now not their problem as they can't see any details anymore. My friend explained the situation to the agency who contacted plusnet and were told to put it on hold for 10 days until they could look into it. 10 days later the debt collection agency got back in contact again demanding money. Another call later and the agency said they have heard nothing from plusnet, have had to put it on hold again, and are trying to get plusnet to contact them back. This is absolutely ridiculous and unacceptable.

Terrible support. I have been without broadband for over 24 hours and can’t even get them to answer the phone. Be prepared to wait in a queue for hours if you call them for support and you will have to phone multiple times because your call will disconnect randomly after 20 or 30 minutes of waiting. I’ve only recently switched to Plusnet but I’ve already been taught that age old lesson - you get what you pay for. They are cheap for a reason.

Plusnet have not been reliable from the day we started using them. Having been using them for 2 years with hit and miss internet that would cut out constantly, we moved house and organised for our existing plan to move with us. We did this with plenty of time and notice. Once we had moved, we were only then informed that we had been sold the dream by a useless salesman and actually the plan we are on might not be able to work because someone needed to check if the correct fibres were in the ground. We’d then been without internet for 2 weeks, bare in mind we all work from home, and we’re told it would take another 3 weeks for the external engineer to come then another week for a plusnet one. When we asked to downgrade plans, the Plusnet representative on the phone was extremely rude and said we had to wait 10 days for the e plan to even be downgraded, before someone is even asked to come and fit the new internet. So although we’d been organised and informed Plusnet of everything with plenty of time, we’re now 2 weeks into a new contract with no internet and could still be waiting another 4 weeks before anything arrives. Go elsewhere.

Huge disappointment with this company service.
Very crafty but touchy (raise your voice, they will cut the line) people at the customer service.
Just avoid or you will pay loads money for nothing.

Cancelling my account was another rocky road.

I would avoid them to be honest. I would avoid them. The customer service is very poor, and I found them charging me even though I didn't use the service - I was told I could cancel with a payment or put a 30-day notice on, and they would charge me more ... I informed them I had never used the SIM, and they insisted on charging me anyway and threatened to go to debt collectors even though I have never made one call with the SIM - all they were interested in was getting their money, no leway for the customer, no attempt to understand the customers position - a check on the account shows no calls or anything were ever made, but plusnet were not in the least interested. The call-handler did complain to me that this was making her job difficult - poor girl.
Update on 10/10/22 - Have come to an agreement with Plusnet, and have had half the debt written off, and have paid the other half. Had the following update this morning on my credit report:
ORGANISATION NAME
PLUSNET MOBILE (I)
STATUS
1 payment in arrears
ACCOUNT NUMBER
****7012
This means that the payment status on one of your accounts has been updated, and is worse than what it was last month.
Even though it's been paid off - didn't take them long to do that, did it - so extra note of caution, they'll hit your credit score if you give them half a chance.

Plusnet are good at marketing, the broadband works fine - the service is useless. I had a terrible time with them on a 24 m deal, they always overcharge and sorting it out is drawing back teeth. Should have known better but seduced by a cheap del I renewed. They cut me off, no phone for a month, sent me a huge early termination bill - even though I had renewed, and again so difficult to sort out. In 18 months they have charged me correctly only twice - always overcharged. I am paying more money to go elsewhere! Can't wait to be finished with them. My latest overcharge is due to a system error in their bookkeeping, which, the operator said, only affects about 1 in 4 people who are leaving them. Incredible!

I don't know who some of these reviewers were dealing with, but for me Plusnet service has been exemplary. I changed from Sky, usual thing prices just go up and no respect for customer loyalty.
Plusnet respond to calls quickly and efficiently, their engineers are excellent and initial problems have been sorted out in an effective and friendly manner. I only get 10Mbs out here in the country on a VDSL copper line, but modern TVs can easily cope with that on Catch Up without buffering and web pages open quickly too.
The router is much more effective WiFi wise than the Sky unit, giving me a better Wi Fi signal in my office and outside garage workshop. However it is still as susceptible to drop outs during distant thunderstorms as the Sky unit was, so some more thought needs to go into it's front end design.

I used plusnet for two years and it was hands down the worst wifi I ever had, and I had terrible ones.

been with them for a while now but the download speeds im paying for £36 is terrible never above 30mbs and thats very infrequent usually around 20mbs my tv seizes around a couple of times a week downloads go lower than 10mbs just a joke changing supplier hoping for the best

Ive just closed down my Plusnet account. Only because Gigaclear have installed fibre to our door. Plusnet have been brilliant, great service, honest, decent and totally reasonable. If things change I'd have no hesitation to go back to Plusnet.

I’ve been with them for 18 months and they haven’t missed a beat. I’m only leaving because I like Amazon vouchers.

Decided to go with Plusnet because of their "award winning customer service". When trying to track my order the system is saying I have no order. I've now been on hold for 35 minutes and counting. Come back Vodafone, all is forgiven!