Plusnet Home Broadband Reviews

Useless to report bad line and losing connection as I forgot user name and password making reporting impossible!

Over a month to get a telephone line installed and 6 weeks on we still dont have internet. Had to wait in for four separate call outs, two of which were waste of time because Plusnet either didn't book the jobs in or cancelled them without telling us.

I first joined Plusnet many years ago and was happy with the service and so when I needed to get broadband again they were naturally my first choice. I'm not sure what's happened over the last couple of years but they've gone from a great company to a dreadful one.

Massive shame.

Can honestly say - second worst broadband provider. When calling customer services be prepared to waste around 25-40 minutes waiting for someone competent to answer and when they do, most of the time they are unable to help but suggest to call back later... Speed is a bit slower than from previous provider, but thats not a major issue. Also no contract is provided to you - and when asked about contractual terms you are advised to search on their webpage for more information. Overall - very dissatisfied with PlusNet. "You are not making anyone proud!"

cant really comment on speed or reliability as it rubbish almot a month now since ordered still no router lied to 3 times on the phone and lied to by letter, that say broadband would go live within 2 hours of phone 6 days later no broadband no router told router had been dispatched 3 times now, awful company,awful customer service and just to add this is a business account aswell!!!!

I joined plus net with a 12 month contract in August 2014 with a basic broadband conection as it was cheaper than the BT broadband I had up to then,as promised I did not notice any difference between BT & my new plus net service for the first three months but then it went down hill from then on with really slow speeds so my advice is stop away from plus net,I now with Virgin with speeds 10 times faster& don't forget plus net will charge you a £30 leaving fee even when you your not in contract,Avoid

There a joke wish we never went with them charged us for 056 number and didn't tell us u had to pay for them when every other companies don't charge

If I could give them zero on all scores I would. Their tag line "we'll do you proud" should read "we don't give a damn"!! After being a customer for over 20 years in their various guises we have given up and decided to move to another provider and they've even managed to stuff that up and leave us with no broadband for 10 days! Appalling customer service, no apologies, managers who won't even speak to customers (the people who pay THEIR wages) and, ultimately, a company who have NO DESIRE to do you proud!! DO NOT TOUCH WITH A 10 FOOT BARGE POLE UNLESS YOU HAVE HOURS TO SPEND ON HOLD IN PREMIUM RATE PHONE CALLS!!!!! ABYSMAL!!

Shambolic service. To cut a long story short Plusnet failed to send a router on time. They failed to connect my broadband on time. They failed to inform my existing supplier that I was moving to them. Their customer service wait times often run to an hour and their 'Live Chat' is unavailable for hours at a time. They have cost me hundreds of pounds and I wish I had never transferred to them.

Shambolic service. To cut a long story short Plusnet failed to send a router on time. They failed to connect my broadband on time. They failed to inform my existing supplier that I was moving to them. Their customer service wait times often run to an hour and their 'Live Chat' is unavailable for hours at a time. They have cost me hundreds of pounds and I wish I had never transferred to them.

Lost connection to broadband just before Christmas and called the support desk - queues of over an hour! Had to get onto 4G on my phone to try to log a call and was told by the support person that I had to check the line so whilst I was doing that on my phone he logged off because I had been gone too long! Had to queue up all over again. Am now changing supplier but have had to ASK plusnet for a rebate on the week that I had no broadband. Absolutely rubbish service and broadband is now so slow it's practically unusable.

Plus net's own speed checker not available again, Upload speed by Broadband.co.uk gives a reading of 0.55mbs now how CR4P is that?

The speed quoted was 7mb the actual is 0.95 the advertised speed for the area by Plusnet is 17mb. As for the customer service if you have an hour spare do phone them as the online service does not receive a response!!

The connection here has never been good. Usually it is truly terrible.
I am sure that the problem is always BT, but I pay my money to Plusnet
A truly terrible experience.
M.

Very poor customer service. Refused to accept report of a fault on the phone line from me and demanded my disabled mother leave the house putting herself in danger to get to a working phone.

Do not joint PLUSNET. They worst internet company ever.

I transferred from Talk Talk to Plusnet after what I understoood they had a good customer service!
My broadband speed is now down 25% and Plusnet say there is nothing they can do!
I was told my speed would be at least the same as Talk Talk -but now it isnt
poor customer service -I am sorry I left Talk Talk!

I placed support call on 23/12/15 since fibre download speed had dropped to zero (usually > 70mbps). Received response on 30/12/15. 7 days to respond to a service outage seems to be Plusnet standard these days.

I signed up with PlusNet after O2 were taken over by Sky. Then we moved within a month. First we were given a new phone number, then after a day or so we couldn't receive callsand found we had been allocated a new new number - after we'd notified everyone of our new number! This took a bit of sorting out; but we got the old new number reconnected, but then our broadband order was cancelled and had to be reset, so we were a couple of weeks without. Finally we got set up and everything was hunky-dory. That was September 2013 and things were stable, with good speeds. Move forward to September 2015 and things start to go wrong with broadband dropping out sometimes for several days. When I finally get through to CS "the problem" is never in our area. I've got all the router reset procedure written down - but it seems to be the same issue every time "Have you changed your password recently?" "No, not for several years"! Additionally, in the past few weeks, our speed has dropped dramatically and using the internet on computers is painful. We have gone down to 2.5-3.2mbs on average. We are in a small village, but we have a telephone exchange about half a mile away the other side of the main road. Being the cynic I am, I do wonder if this is some sort of ploy to get us to upgrade to fibre or some other more expensive service. It's laughable to see figures of up to 76mbs for our postcode. We are tied in to another year of broadband unfortunately, so I'll be up early one day after New Year and be ringing at 0800 hours re the speed. Last time I started at 15 minutes expected answer time - but it took 37 minutes before I got through. Still, I can eat breakfast while I wait. I'm glad (for myself) that other people are also having problems - when we started with PlusNet, it seemed they could do no wrong. Maybe they've just got too big too quickly.

customer service is absolute shit, they dont call you back when they say they will, and when you do get through to them all you get told is sorry we will make sure it doesnt happen again and guess what it does, I have now emailed their CEO lets see if he replies

Been with PlusNet for 12 months and have received a stable Broadband service throughout. The speed dips at peak times but nothing abnormal. Customer service team are UK-based and appear to have common sense. I have needed to call on them during initial setup and for a minor billing issue.