Plusnet Home Broadband Reviews

I was absolutely disgusted with Plusnet for the past year. The contract end date couldn't have come sooner. Not only did they overcharge me by double for 5 months (each time me complaining about it), they had a huge outage and then charged me for leaving their rubbish service. I was on a Business tier - the speeds I was receiving were worse than 3G speeds in my area. This review is no over exaggeration, I have now successfully moved to a more reputable ISP.

Zero quality customer service. I recently stopped using them as my email provider (unrelated reason). So they sent me a bill for termination. Fine I thought - ill pay it. Several attempts to get through to customer service to pay the bill failed (long wait times).

So after not being able to pay the bill - they have handed me over to another company for debt collection. So now I have to deal with this other company who ARE EQUALLY ABYSMAL at responding to the phone queues.

I am sure there is a scam going on in making customers wait on the phone to collect charges.

Moved into a new flat and decided to go with Plusnet as my ISP. Big mistake, speedtest.net says my line speed is 5.6Mbps but I get 700bps max. When I raised a support ticket with them, the tech guy who dealt with it tried to tell me that 700bps = 5.6Mbps. Bloody liars, deliver a crap service and try to tell you that black is white. He also tried to tell me some rubbish about how TCP/IP works to justify the terrible upload speed I was getting. Avoid Plus.net like the plague

I have been with Plusnet for 11 years - ever since it was enabled in our exchange. This used to be a brilliant company but is no longer. My Broadband has been dropping out a lot and this meant phoning them. Don't choose the online chat system. You might as well email yourself and you don't get to the person you need. My line is provided by BT who arranged very quickly for an engineer to call. The problem was identified as noise on the line but I needed to get Plusnet to make some alterations to my settings. The shortest wait on the phone was 45 minutes and the longest 87 minutes. Yes - 87 minutes. Each time they told me they had done what I asked - hard set the SNR to 6db up and down and put interleaving on. Each time they told me they had done it but the next agent said they they hadn't. The last agent said he could understand my annoyance. Um! If you raise an electronic ticket for the fault it can take 3 to 5 days for a reply. My speed used to be about 16mbps but is now isn't. This used to be a really good company but no longer is. They tell me they are currently training more people to answer the phone. Too late for me. I'm off to their parent company BT for a variety of discounts. Their main call centers are now back in the UK. The problem is the C21 boards in the exchange which are failing but Plusnet couldn't do anything about that and told me to go to BT to sort it.I am, but not the way they meant.

There is no option to give them a zero.
Plusnet is the name of pain. Those who are planning to get a phone with broadband never even imagine for this Abysmal, disgusting provider.

IN terms of customer service Plusnet is the worst provider in the UK.

the WORST believe me.

I would not recommend it to anyone please don't take it. The worse experience of my life and I cancelled my contract with them.

PLEASE DO NOT WASTE YOUR TIME WITH THE WORST INTERNET PROVIDE IN THE UK!!! I AM ON THE LINE WITH THEM AS WE SPEAK AND HAVE BEEN WAITING FOR 1 HOUR AND 35 MINUTES SO FAR!!! IT IS NOT RARE, EVERY SINGLE TIME YOU HAVE TO WAIT AT LEAST FOR 45 MINUTES... I WAS TOLD THAT THEIR TRAINING TAKES UP TO THREE MONTHS, BULLSHIT! OPERATORS ARE NOT EVEN ABLE TO WRITE NOTES UNDER YOUR ACCOUNT SO WHEN YOU SPEAK TO A NEW OPERATOR YOU DO NOT HAVE TO REPEAT YOURSELF. Internet is unreliable, we thought that BT was bad but this is 1,000 times worse. I would give them no stars but there was not such option....DO NOT WASTE YOUR TIME BECAUSE YOU WILL END UP CALLING THEM ON A WEEKLY BASIS...

The worst isp company that i have dealt with since talktalk started all those years ago. the customer service is non existent - they keep you on hold for over an hour and then when you get through to someone say they cant deal with it and the call dump you into another queue to spend another hour waiting.
so many people complainting thats why their phones are busy and even when you log a complaint on their ticket system they dont actually deal with the ticket correctly or promptly

I have never known such an appalling company, the customer service is disgraceful, they have constantly overcharged and ignore you when you try to leave.
Router connections are the worst I have known and keep dropping out
AVOID!!!!

I became a Plusnet customer on 19/11 and am still to have a connection that does not keep dropping. Engineer installed a BT Router as he did nt have the Plus net Modem - no instructions no internet. Contact with Technical Support takes forever. On the Plus side you can understand what they are talking about even if something is promised which turns out to be a work of fiction. Quite honestly the experience of Plusnet so far makes TALK TALK look efficient!!

PlusNet, "we'll do you proud"
well they done me alright.
I had a 12 month contract with them, after 12 months I told them I wasn't going to renew and they charged me another £30 to cancel.
my ratings are all 1 star except for reliability which is 4 stars because it was always reliably useless. At least they haven't been hacked that's because it would take the hackers to long to download from them.

Joined Plusnet Fibre recently and speeds are often half, if not third of what they promise. I use BT Wholesale for speed tests - which they recommend! I am starting to regret switching from Talk Talk top Plusnet. The Live chat is always busy too, so is a waste of time. Not happy so far - I have been with them for 3 weeks so far.

I echo the sentiment of everyone who would prefer to give 0 stars to Plusnet.

Their customer service call waiting times are NEVER less than 20 minutes; I know from calling many times during the 6 weeks I was waiting for Fibre Extra to be installed.

I ended up taking 4 days off work to let in the engineers that Plusnet periodically dispatched to connect my internet - internet that never materialised, even after a month and a half.

I had no more annual leave left to be at the mercy of the Plusnet despots, so I cancelled my internet contract. In proper Plusnet fashion, I put on hold for 20 minutes while waiting for that to be completed too.

If you are a chump with time and money to burn on having NO internet, Plusnet really will do you proud.

The WORST service I have ever encountered. Diabolical. Whatever you do, DO NOT USE PLUSNET. Worst mistake I ever made

Agreed with other reviewers.. Stay away from these guys, absolutely useless. rubbish connection, very intermittent, but the worst thing is the 30 minute plus wait for customer services, and then they are clueless and not remotely bothered. Im looking forwrad to leaving these guys, the service, the product, reliability, everything is ZERO, but this wont let me vote that, how on earth people can give these guys anything above shows they are probably fake reviews.. avoid bigtime !!!!

Plusnet apparently has "award winning customer service." Yeah, right.
- If you like being on hold for on average 1 hour, regardless of your query, complaint or comment, then Plusnet is for you.
- If you like your customer service to be nice when you're looking to sign up, and then non-existent once you are a customer, then Plusnet is for you.
- If you want to be charged, even when you don't have internet or a phone line installed, then Plusnet is for you.
- If you like to be lied to, on more than one occasion, and talked down to on the phone like you're a piece of dirt, then Plusnet is for you.

I'm 38 years old and never written a review before. Plusnet have forced me to do this with their abysmal service. My solicitor is now involved, as if I'd known they would have treated me so terribly and ultimately deceived me into a long contract, then I would have walked away a long time ago. The one thing I can do is use this review site to tell as many people as possible to avoid becoming a Plusnet Customer at all costs. Please! If you're on this site then you have still not made your mind up and it's not too late! Plusnet don't have to cause you or your family distress the way they have mine.

The customer service i received was an absolute joke!!... Who else out there has time to be put on hold over an hour total and passed around 4 times till you reach the same robot you spoke to in the beginning??... well that explains my first experience with plusnet??
I requested fibre optic broadband online on their website roughly six times before the transaction finally went through, I’m not sure what that was about but was quite frustrating.
After the payment went through I received my connection date as normal but the following day I received a call form plusnet stating that they could not find my order on their system for some reason and they needed me to repeat the whole process again even though the payment went through and I received my activation date.. Not a good start as a first time customer!
I requested to speak to the manager to make him aware of my poor experience to which he replies with the most lack of compassion “All I can say is sorry”... I requested a refund right away watch out for these guys people!!

By far the worst customer service I have ever encountered. I am an existing customer awaitin a reconnection to a new home. I was due to be connected after a week of moving, but was told on the day of connection that there was an issue (this sometimes happens) and I would have to wait another week for a connection date. I am curently in a queue to chat on line and tha que was 10 in front at 09:23 then 11 at 09:29!!! It is now 10:03 and there are still 6 people waiting in front...
I would Tell everyone DO NOT JOIN Plusnet... They are awful, I joined because I believed they had good service.. Not at all

Absolute amateurs, A 2 minuet switch has turned into loosing my number, weeks without broadband and now no phone. I paid them 18 months up front. If you are thinking about it, don't do it.It takes them 45 minutes just to answer the phone, and when they do they promise everything yet deliver nothing. They are cowboys, don't do it!