Plusnet Home Broadband Reviews

Customer service is dire. When I tried to upgrade to full fibre, I was informed by the sales agent , all work could be carried out externally. After returning from holiday, I found no technical work was carried out. Ringing their customer service to get it sorted out , on hold over 40 minutes - 5 times. They said I would have to be in so they could install ONT box. No progress and no alternative date given. After three weeks decided to switch to BT. Told by Plusnet I would need to ring (again) to cancel order. Eventually they rang me to sort out the cancellation. BT have now rang me to say they cannot install the fibre service as a duplicate order is in the system. Plusnet have failed to cancel order with Openreach, even after following their procedure. BT have now said I need to ring back Plusnet to get them to action the cancellation with openreach. How looking forward to another 40 minutes on hold. DON'T BUY PLUSNET. Worth paying an extra couple of £s per month to get good customer service

Been without internet for days. Support is friendly but ultimately useless. Open reach engineers are lazy and clueless and seem incapable of fixing simple issues. Not sure what their mission statement is, but if it’s anything to do with providing reliable internet then it’s misleading to say the least.

We got a new router yesterday, worked great , relocated it today , internet is gone , reset , tried different locations and unplugged all phones , and no one is answering the phone at plusnet , even the chats too busy to help F !

Just had a nightmare dealing with trying to renew my contract with these cowboys today. It didn’t work on-line, then one of their representatives tried to force me into a new contract there and then on the phone, which I didn’t want. Then I get an e-mail saying I’ve been put on a new 24 month contract at double the market rate out of the blue. When I call to complain the service representative cut off our service with immediate effect and now we have no broadband for at least 10 days. This company used to be ok, now they are a joke.

Plusnet claimed £22.00 per month for 18 months now being charged £26.00 with 4or5 months still on contact so don't believe what your told on tv what he says is not true

Plusnet failed to install a new line 3 times over several months but charged me for the service. I went to another supplier. I took it to the Ombudsman (They are a complete waste of time and they said Plusnet had done nothing wrong). TWO YEARS later and Plusnet has sent a cheque for £67.98 for the charges they incorrectly applied!

Overall and in my genuine experience PlusNet are ... Not Fit For Purpose.

They should spend whey less money on their misleading advertising 'promising' what they have no hope of delivering and invest some of their seemingly impressive profits into their failing, flaky, unreliable, infrastructure. After all they are owned by BT who have the monopoly on all this substandard 'must have' Tech.

An extremely and very busy COMPLAINTS DEPT says it all and after a continued flaky & frustrating Broadband 'service' evidenced since January 2022 and latterly the last 3 months of being pushed from pillar to post, dealing and chasing one Operative after another, the left arm not knowing what the right is doing, a somewhat petty and obtuse Complaint Advisor whose less than impressive 'Resolution Offer' and his 'take it or leave it' approach is not how a Customer who could clearly evidence I was paying for what I was not receiving, should be treated.

Any business that feels it makes more Commercial Sense to then lose business as opposed to retain it in a fair & reasonable way needs to experience some tough lessons in basic economics.

Also businesses that are deceptive and lack overall transparency but very quickly whip out the very small T&C's are in my opinion, to be avoided.

And PlusNet, if you do read this please refrain from posting the standard ... 'We're really sorry and do contact our Customer Services as we genuinely care' clap trap response.

You had your chance and you well and truly blew it! So, never again :(

Speeds were poor, no better than any other provider - decided to cancel my direct debit after never actually using it and never making a call - I would avoid them to be honest, 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.

Took out a contract for full fibre 74 and pay as you go phone as advertised on compare the market. When connected no land line. Plus net claim land line is not possible with full fibre yet it is clearly advertised.
Cancellation of contract £150 1 hour after delivery of broadband hub. Total rip off, need to stop advertising service they can't supply.

absolutely shocking broadband wish i hadnt signed up for a year. cant wait to find a better supplier after the year

From start to finish this is a very poor service, do yourself a favour and spend a little more and get a competent provider

Call answered super quick, the engineer Jay was great.

My previous Broadband provider was completely useless. Then went to Plusnet, haven't looked back since. The Fibre extra we have is fast and runs two workstations as we both work from home, our entertainment, Im a gamer and our Smart tv with subscriptions. I have never had a reason to complain, we are now moving to full fibre and looking forward to it.

I transferred to PlusNet after BT prices went up by huge amounts. There no problem with switch over and after entering my PlusNet User ID and password, continued with the BT Home hub. So a seamless transfer. The PlusNet contract is coming to an end, and I hope to continue with them - if the deal is good

Recently left them as broadband wasn't great, never had the speed promised, but to top it all, found out they'd never charged us correctly and ended up owing us at end of term, even with paying an early termination fee! Would not recomment!

Plusnet gives you a 0.1 uploads speed and 0.2 download speed constantly, I've been unable to get good quality meetings with clients from home due to poor internet and when I try play video games, I'm constantly being lagged out. Overall, the are ****

£75 reward voucher offer is just a scam.

Lots of complaints on the forums people not receiving this.

I have spent ages trying to get through to the non existent "award winning customer support" that doesn't actual answer the phone and is not contactable through email.

The voucher never arrives.

then price displayed is therefore false and attracts customers under false marketing.

better deals and support elsewhere.
Horrible experience, avoid.

Joined PlusNet 10days ago for delivery Aug 16. 2 days later received email, delivery is delayed - no dates given, 5 days later another email delivery delayed - no dates. We lose our old provider Aug15, so I logged into my PlusNet account, no details shown on delivery. I emailed them and no reply, so phoned 9.30am, after 1 hour still no answer, phoned later in day still no answer. This is the worst customer service I have come across. Emailed them to cancel and received email this mailbox is not monitored - PlusNet say they have the best customer service, it's a joke. Be wary of joining PlusNet. Highly unrecommended provider

Terrible customer service. Appointments not met, staff not interested. Avoid

Disappointed with speed tests of between 6 - 9Mbps download and 0.44Mb upload. Now paying over £40 out of contract. Pus net said they could not increase unless I refresh my contract.