Plusnet Home Broadband Reviews

Theses were the best people to go with. Unfortually that no longer happens. Waiting time for them to answer phone average 1hr. When having a fault. Blamed it on the Cumbria floods. All lies. Do not go with this company. They tell you that they are a small company. They are a sub of bt. Digusting and false information.

Been a Plusnet customer for several years both for residential and business. The week before Christmas we lost broadband, we have BT telephone lines both at home and work, now if this had been at home never mind but we are in retail and we couldn't use the card machine. We finally regained broadband 3 weeks later, lost goodness knows how much, no compensation, they don't do it, but we got £14 for our trouble! Back in April when they forgot to connect me at the new house they gave me two months free broadband but it cost me £140 to phone them! We had a threatening email over the holidays saying they were taking us to court for un paid bills I rang to complain they just apologised and said it was the wrong account, two days later we were reconnected. Open reach said Plusnet had cut us off cos there wasn't anything wrong with the line! They kept adding more time to my broadband at home over the holidays and when I rang to complain I was on unlimited the sods said they had no record of it nor my move they said they would listen to the tapes, they didn't say it would take 10 days until I rang to ask what was going on but I have now been waiting 2 weeks! Customer service? What customer service!

do not go anywhere near this company, i have been with them for 10 weeks and everyday there has been problems. i have had 2 engineers here and both have told me it is the router that is faulty but Plusnet can't be bothered replacing it. they take your money then ignore you and if you call them you will be waiting up to an hour at a time. i have phoned then everyday (sometimes up to 5 times) and the best time i have got through to them is 30 minutes...
go elsewhere...YOU HAVE BEEN WARNED

Thought TalkTalk was Bad .

They great compared to this shower .

Pay for Super fast and get 4m

Avoid at all costs

Absolutley rubbish!!!!!!!!

Placed an order for fibre optic on 23rd December, and advised that as the line had been disconnected at the exchange an engineer would be required to reinstall it. Was explicitly told that the fibre optic would be activated at the same time and my net would be up and running on the day the phone line was reinstalled.

Engineer booked for 11th Jan, received a text stating that the line had been installed as scheduled, then another a few hours later stating that as my line has been started recently, I would need to wait 24 hours for an activation date for the fibre optic to be confirmed.

After a long time in a queue on the phone to find out why, as promised, my internet was not available to use, I was informed unapologetically that fibre optic orders are not placed until AFTER the phone line has been activated and I would need to wait another 5 to 10 working days for the fibre optic to be activated.

After ending that call, I checked the Plusnet website which clearly states that for fibre optic orders where a new phone line is required, orders will be actioned AT THE SAME TIME to expedite the process.

After another long time waiting for a chat advisor to clarify why website and person I spoke to when I placed the order told me one thing, and customer services told me something else when I called to ask what the hell was going on, I'm informed that a 'system error' meant that the fibre optic order wasn't placed correctly when it should have been.

After me asking why I was expected to pay for a phone line I didn't want or need (other than for the fibre optic), when my fibre optic was not delivered as promised, I was offered a refund on the first month's line rental. Whether this materialises or not I suspect will be another thing...

ATTENTION !!!!!

Ok good I got your attention, you don't know me but I am going to save you money and more importantly ' time and trouble'. Plusnet need to change their name to ' Lonestar ' or maybe ' Minusnet ' cos that's all they get on any review forum, no point in me whining on with my story of woe so I'll cut to the chase and it's this, here are the six true key points you need to know despite what the sales guy will tell you on the phone .......

1. They are NOT part of BT, they have no more influence or leverage over BT Openreach in resolving speed or line issues than any other ISP provider.
2. There IS and WILL be a charge if you wish to leave Plusnet when you discover they are just a bunch of spoon whittlers, I have 6 mths to go on a 18 mth contract and they want £95.00.
3. There IS and HAS been for the last 12 mths at least a 30-45 min wait if you need to phone them no matter what time of day you phone.
4. There is a better than evens chance that the engineer will not show on the day you were told by Plusnet. ( not BT's fault ).
5. The advertised speeds mean NOTHING, whether it's fibre OR superfast, it all depends on what comes out of BT's street corner green boxes and what goes underground, ask your neighbours if you want a true reflection of what your speed will be.
6. The router a Technicolour TG582N that Plusnet send you is old technology and is past it's sell by date, it barely achieves advertised fibre speeds, has just 3x 10/100 usable Ethernet ports, has no USB ports to network drives or printers, has basic router settings and is just plain uggly fuggly !

So, I know what you're thinking. " Should I sign up to Plusnet?" Well to tell you the truth in all the excitement of writing this review I kinda lost track of just how bad Plusnet really are. But seeing as how we live in the 21st century and not the 18th and other providers can give you a service that would blow your head clean off, you've gotta ask yourself one question: "Do I feel lucky?" ........ Well, do ya ?

KEEP AWAY FROM THESE CROOKS PLS. when u purchase broadband they giv u a date and everything seems ok...a few weeks later the date changes to a further 2 weeks delay. I phoned and emailed and they say it's not in our hands! Waited for 6 weeks and then cancelled and went back to EE. They've done this twice now. Absolute rubbish service and they claims are far from the truth.

Terrible Customer Service, treat customers with contempt. AVOID at all costs. Really quite sad what happened with Plusnet 4 - 5 years ago these guys were actually quite good, now one of the worst. So after many years I've paid a lot of money to get away from these clowns as I can't accept the terrible service anymore.

Keep far away from them/2015/
Took service for one year and not happy.
Problem with broadband and cancelled my contract 4 month ahead of due.
Asking customer service how much is penalty for earlier contract cancellation~£40 not being informed of cessation fee/30/.
Champions in draining your pocket

DO NOT USE!!!! Took 3 months 20 phone calls over and hour long and 5 engineers. Was promised the line and connection would be fixed installed several times. Was charged by plus net for missing an appointment with an engineer when in fact I did meet him but he wasn't able to install the line. Once the line was installed they cooked up the activation and said it would take 5 working days. Waited 5 days which was just before Christmas. No Internet. Called after Christmas. Oh sorry it wasn't done properly will take another 5 working days. I complained numerous times by email and phone and no one replied. I wish I just cancelled the contract before it started and went somewhere else. The only thing they did offer me was 2 months free broadband - £10.00 after about 30 hours of phone calls and waiting for engineers.

having been with plus net 6 weeks i decided to go back to BT even thoe expensive with BT at least i get broadband if there are any probs im only waiting 10 mins at the most for customer services having complained to plus net about the speed and freezing broadband i could not get through to them to complain raised a ticket on line time after time and printed all correspondence i decided enough is enough contract cancelled as they are clearly in breach of there supplying broadband i say FUCK YOU PLUS NET

Poor customer service.
Prior to signing up with Plusnet I was informed my broadband speed would be at least as good, probably better than my existing provider Talk Talk, I also received an estimate of minimum speed. When connected the speed had dropped 25% less than talk Talk.I have waited hours to be connected to call centre and waited days while the line has been checked and settings altered all to no avail. What do I want, only to receive the minimum speed quoted or to be released from my contract without penalty. Plusnet cannot or will not do either. Do not use this company they lie and fob you off.

The worst service in UK.

spent 1 hour on the phone trying to review my plusnet package which is up for renewal. Passed from phone queue to phone queue each phone queue 30 minutes long. What a shambles

I have been with Plusnet since summer 2013 and for the past 2.5 years I have only had 3 issues which was quickly rectified. The customer service was great, I felt the representatives were understanding and offered explanations very clearly, it felt human and not call centre script reading bots. No problems with the broadband speed, I get 16mbps and it's been quite constant. I did have a speed issue during the first year but this was fixed within 12hrs from the technical support side. I will recommend friends to Plusnet.

If you feel nostalgic for the speed and unreliability of 90's dial up then these are the company for you. If you would prefer a service that is useful in 2016 you should use a different provider

Ok speed when working. You are in big trouble if anything goes wrong. Customer service / technical support is dreadful. You get the impression they just don't care.

The big test is to get to speak to a human being within an hour of making a call. One of the worst companies I've had to deal with!

The quality started decreasing about a couple of years - to literally dreadful and unusable now - with totally useless service support

Thought i was getting a good deal with '12months free' broadband with plusnet and had nothing but problems only 3 months left of the 12months and cannot wait to leave.
Constantly drops out and goes to Download speeds of - 0.52, 1.09, 0.86, 1.28, 0.33, 0.11, 0.17 on all different days in the last month!!
New routers, new channels and ip settings still no good.