Plusnet Home Broadband Reviews

this company is the worst one i have ever used. their customer service is none existent you have to wait anywhere from 30 mins to 90 mins just for someone to answer the phone. their broadband fails 4-6 times a day and no matter how many times i have emailed them i have never had a reply....do not (i repeat) do not use them you will spend a year in hell waiting to move to another company.
they tell you to use their website but how can you when your broadband is down.....save your money and go to another company, or spend a year on the phone listening to the music they pump down the phone waiting to here a voice on the other end....you have been warned

Dreadful service from PlusNet. Internet is always very slow and constantly have no signal. It has taken be 10 minutes to get to this page!! Do not sign up with PlusNet. I am going elsewhere for my service

Avoid at all costs, may seem cheap, but the charges add up and the speed is awful. Speeds are at best 1.5Mb/s whenever tested and feels like dial up at most times. Almost impossible to watch catch up TV and downloading a song takes 10 minutes.

Also beware that they will charge you £30 to disconnect your broadband even if you leave them outside of your contract period.

After changing to another provider I was astounded that Plusnet debited my bank for phone package although I was no longer a customer and my account showed to be fully paid up and closed.
Now Plusnet have sent a threatening e-mail demanding payment of a bill that was not owed. Having had my account closed after changing supplier I can not access my account, can not access the helpline. E-Mails are returned stating that I should access account or contact helpline or phone their helpline to be told that there is a 45 minute wait and suggesting the online methods that do not work. I am waiting to see the outstanding bill that they claim I owe.Impossible to communicate.
Service disgraceful.

Very poor service and very slow

Yes!! You saw that right!! 1 star for each! Would have given 0 stars if there was such a rating. They take 30 mins. to attend to call... And once they transfer the call internally, they take another half an hour! This happens every time! what a joke !! They do not provide the promised speed! Sometimes, the connection just goes off for half an hour or an hour!!! Please do not consider these guys!! For my home move offer, they cheated me into accepting a junk contract saying it would work great for me!

Dreadful - just dreadful.
There's a reason why they're cheap.
Customer service is friendly & helpful until you sign up - and then it's non existent.
Connection has been dreadful (weak and breaks all of the time).
AVOID LIKE THE PLAGUE

The worst service I have ever had.

Plusnet are the worst ISP I've ever been with, 5 months in and every month I have had an issue, 5 to 6 times a day my speed drops to 0.03mpbs , I've been waiting for 5 days this time to get a response from them , still nothing

This is the worse company I have had to deal with ever!!! Extremely annoying and frustrating to deal with.

I have had ongoing connection issues for a few months now and each time I try to contact the company they are extremely hard to get hold of. I have tried calling on different days of the week, weekend and all hours. I have been on hold for anytime between 45 minutes to over an hour. When I tell them I can't get hold of them they always respond that it's a one off occurrence. It clearly is not.

There is a £30 fee to leave which I was never told about when I joined.

Save yourself the stress and go elsewhere!!

Tried to speak to customer service this morning about connection problems. Waited on phone for 47 minutes without response. Use another phone in the interim to make enquiries to.join up. Was answered in 2 minutes. SHIT.SERVICE !!!

currently on hold 3rd time this week. both the last 2 times it was over an hour . currently on 25 mins. Wifi keeps dropping out. someone answered I asked them to get cancellations to call me they said they could not do this. Told them how long I had held said they would try and rush me through still on hold. Hopefully I have the patients to cancel.

Matt

Diabolical customer service. Ages to get through on the phone and advisors who blame the customer for any disagreement. I got hit with a £30 exit fee that I had no idea existed, even though I left OUT OF CONTRACT! This used to be a great company. Since being taken over by BT they seem to have adopted BT's shocking service standards. Shame - stay well away.

The worst..... cant get through the phone, engineer never turned up .... REALLY POOR !!!!

I would never recommend Plusnet. My broadband speed has always been really slow and their customer service is appalling - I'm currently in a 30 minute queue. When you do speak to 'customer services' or tech support - they aren't helpful either. A definite no, no.

I thought that I would write this some time after I left Plusnet to make it less biased. I had the unlimited fibre package plus phone with the mobile and anytime International add ons. Customer service is a pain - you get a message that you have a message and have to log in to your account to find out what it is. The second issue - we were moving home so I had 'booked' a slot for the broadband to be connected 4 days after we took ownership and a few days before we were actually going to move in. Unfortunately that didn't go to plan - once the phone was disconnected for the previous owner and swapped over to the us, we went back into the start of the queue for the broadband connection and received a new confirmed 'booking'. Um, why didn't you use the first 'confirmed booking' that we had made... A couple of weeks later when we finally got the service up and running, the Broadband was fine and no complaints there. The phone however is/was another matter entirely. Even with the package add-ons the phone costs were horrendous. My mistake for not looking at it in enough detail. I did a lot of checking on the broadband but not enough on the phone charges. We make calls to mobiles and internationally - Anytime 300 gives you 300 minutes but you have to hang up the call after 30 minutes or you will get charged extortionate rates. So it works fine if you want to have a stop watch counting down your time whilst you're having a relaxing chat with friends and family... Calling mobiles or other numbers is also an expensive experience. After 3 months of trying to adjust our lifestyle around the high call charges I gave up and paid the £214 cancellation fees to exit the 18 month contract and moved to BT. BT are far from perfect, but I haven't had to remodel my life around ridiculous call charges. The switch has paid for the cost of the termination fees in less than 4 months. So for broadband, no issues to report for the 3 months I used them but steer well clear if you actually want to make use of your home phone.

Just signed up with Plusnet and the telephone line doesn't work. Waited over 90 minutes to speak to someone today! Called the sales team to ask what they thought about long waiting times and they said that 90 minutes was fine. I disagree. They can't make calls to you but then they don't seem to know much about telephones at all...

Couldn't tell you how good their broadband is because it's now 3 months after we placed the initial order and we still don't have an engineer date. Have been promised updates in 48hrs for months now. Have to keep telling them the same things over and over again and they still do not progress the order. Do not use. They are abysmal.

Can't fault them, the phone package was connected a day early and so was the ADSL. I was kept informed all the way by text and e-mail and the speed is faster than my previous ISP (Sky).
The icing on the cake is the money I'm saving as well!

There was only a short wait the last time I used Plusnet's helpline a few years ago but I was in for a nasty surprise when my internet went down yesterday. With an estimated wait time of up to an hour I wrongly assumed there was a major failure at Plusnet's end and decided to try again when the helpline re-opened this morning if there was still a problem.

Despite making a call dead on 07:30 I still had to wait 20 minutes before being connected to an advisor. I have to say the person I spoke to was very efficient and knowledgeable and soon helped me resolve the problem. However, the average wait time today was 47 minutes which is completely unacceptable and is very much at odds with the claims made in their TV advertisements.