Plusnet Home Broadband Reviews

Signed up with PlusNet two weeks ago to escape Sky-high broadband charges. They arranged to take over phone and broadband on November 2. Sky cut phone and Bb at 8.30am PlusNet did nothing. They did not even send me a router. Call to customer service got me nowhere and they at first refused to call me back despite making me wait 30 minutes to speak to someone.
When they did call my mobile I was told they had a problem with their supplier - that's BT the company that owns them!
Now told I should get Bb and phone by November 5. There will be fireworks if I do not. Strange thing was they notified me by email - even though I did not have it.

My first call when I get my phone line back will be to the trading standards department and my solicitor with a view go taking out a county court action.
Avoid. Avoid. Avoid.

Changed across from BT as prices went up recently (huge mistake).

On day of fiber transfer phone was connected but broadband went dead. The after a day my phone was cut off. This took a further 3 days to resolve. No engineer (openreach) to install fibre and missed appointment.

Was then told for two weeks they were trying to cancel previous order and expedite a new order for the fibre. This process took nearly two weeks. Then after all this told the expedite request was refused by openreach and installation in November.

In meantime connected to ADSL service as clearly no broadband now for over two weeks. The ADSL service is very badly throttled. Even something like youtube buffers constantly. Download speeds as low as 0.1 meg at peak times.

Advised PlusNet that they are in breach of contract and moving back to BT. Currently claiming I owe over £200 cancellation but as they have failed to provide the product I asked for I cannot see how this could be legally enforced.

Would avoid this company at all cost serious amount of hassle and a service that is not ft for purpose.

They also refused to reimburse me for a dongle I had to use during my two week disconnection claiming that was "my choice" and broadband is a "variable service".

Completely useless outfit.

Generally the broadband connection was okay, though with intermittent loss of service. However, when it came to disconnection on moving out of the house, the service was very poor and inefficient. Has put me off using Plusnet again.

customer service rubbish keep losing connection with broadband

Plusnet are appalling.
I complained for over a year re our service and finally took our case to CISAS. Immediately upon doing so Plusnet deleted my entire 'support ticket' history from my online account details.

They're routinely patronising and dismissive. They're also completely ignorant of the technology they're supposed to be supporting.
As they're part of BT I find it unbelievable that they "don't share information" or at least that's the excuse I was given every time I asked for an update on our complaint- "we don't share information between engineers".

My only suggestion would be to complain and take your case to CISAS. I won our case and CISAS told them to give us compensation for our time and effort involved in trying to get them to actually do something.

Appalling, rude and utterly useless.

Overall very poor response times on the phone line. Minimum wait 25min maximum wait 1hr 4min over 18 calls to the billing line.

Fromthe first bill i was over charged 6 phone calls to sort that out over the first 3 months of the contract.

On the final bill they decided to put cancellation charges on. Although i had been with them for 21 months on an 18 month contract.... i refused to pay and they called in a debt management conpany..... asked to speak to a manager they cancelled the charges but not the debt management company..... 12 phone calls later i have had to pay the money and i'm now trying to get the money back from Plusnet....m

Moral of the story never pay anything you genuinely belive you shouldn't have to pay. Never go with Plusnet or BT and soon to be EE.... All the same company...

If you want a good broadband conpany with good customer service look in Germany.....

Absolutely hopeless all I want Plusnet to do is move my old phone number from Virgin over which they promised would be no problem. After three months of being lied to by endless different people I'm stuck with a phone number that no one knows. It seems impossible to get a resolution to this problem. Do Not Use Plunet.

Decided to sign up after having received extremely bad service from another provider. Their connection is contended even the unlimited package, which means they can put bottlenecks on your service when more users are connected. Their service keep insisting on charging £30 upwards even when you have finished with your contract. Penalty for leaving them. Definitely certain against the broadband code of conduct but nevertheless it is here. Charging is erratic much like many other top providers. Even though all companies are on the same BT open reach network, they want to charge ridiculous money for engineers visit. Even though if your line does not require one as connections are remotely activated by their services.

I dont write reviews, but the impression I got from Plusnett customer service forced my hand.Changing contract midway,and not being able to cancel due to being jumped from one agent to another not to mention being kept on hold for ages (not exaggeration) be prepared to hold.Then being told by different agents I do not have to pay to leave & ending up paying even though was told not to. I wish I had recorded conversations between agents but never had foresight.Never again in whole Plussnett your service SUCKS & has left a bad taste. I would not recommend you to my enemies.

Been with plusnet for nearly a year and it's been ok. not good, not bad, just ok- not as good as the service we had with BT previously but as we got a good deal at the start you can put up with occasional slow speeds and the wifi disconnecting regularly. However, we're moving house and I need to either move our service, set up a new one or cancel and I can't manage to speak to anyone on the phone to arrange this. the homemoveing team are not available for all the advertised customer service hours, neither are the cancellation team- I have spent about 45 minutes waiting on the phone to either a) give up waiting after 20 minutes b) speak to someone who couldn't help because certain teams finish at 8pm or c) wait on hold for 17 minutes just to get cut off! I have now been told (by online chat assistant) that I can cancel in writing which is what I'll be doing and going back to BT where they answered my call immediately and were able to give me all the info I needed right away. Award winning customer service?? I don't think so!!

Avoid if you wish to remain sane!
My elderly father was enrolled with plusnet by his computer guy. What a rubbish deal! He only occasionally uses internet but his bills were around £35 a month, higher than ours and my hubby is hardly off internet and I am constantly on the phone. When I took over handling his affairs I complained and he had a reduction to just over £29 a month.
The biggest problem is the contracts! When he moved house a year ago they conned him in to a new 2 year contract. He moved again yesterday and were told that to get the neccessary phone line installed we had to have a new 2 year contract. I reluctantly agreed as the phone is vital! I wasted 6 hours waiting for the engineer to arrive and then I phoned customer services on a mobile. What a joke!!!! The usual half hour wait, then transfered and another long wait, put on hold yet again by a rep who kept repeating the same mantra, not listening to my concerns and getting shirty with me when I got cross! They nsisted that the engineer had visited the flat and no one was there. To access dads flat you have to report to reception and request access via the security door and sign in. This was not done but I was apparently not telling the truth. They also said he tried to phone my mobile but I had no missed calls logged and no messages! We told them we consider them to be in breach of contract, having been promised a phone line on the 26 October 2015. They have the cheek to want us to pay £169.75 fee. They are in my opinion a bunch of greedy charlatans!!!!.......... Oh yes, one more thing! While you are waiting your half hour stints for them to answer the phone they play raucous music, I assume designed to make you give up!
NOT RECOMMENDED! If I could award minus points I would!

Not happy with plusnet been messed about by them for weeks now moved house only a cross the road they book a B.T engineer come come out on the 6th oct to conect my phone line took the day of work & nobody turned up rung them then they booked it in again for the 21st oct took day of work ones again nobody turned up so got intouch then got a text message saying it WILL be on by the 24th oct can take up to midnight so waited again no phone on now they say it was a mistake about the 24th telling me now i have to wait 72 hours for there supplyers to get intouch with them to see when it can be put on WOT A LOAD OF CRAP just sick of getting messed about by plusnet

Always felt happy with Plusnet - decent reliability - good speed - good price.. until today when I tried to use their customer service for the first time. I've spent 25 minutes stuck in a call queue having spoken to an operator after 10mins who couldn't service my request and stuck me back in the queue!!! At least it's given me time to write this review while I wait... Shame, genuinely thought they were better than the other terrible BB providers.. guess not :(

Changed this month from BT, who were over charging and poor value for money. Cannot prise Plusnet highly enough, very fast smooth change over, and internet speeds are much faster than BT for a lot less money. highly recommend.

I would like to first thanks Sam Hargreaves for his outstanding customer service that he provided. I recently moved home and was waiting for 2 weeks for my internet and phone line to be set up I received a tx from plusnet saying an engineer will be out 14 October between 8am-1pm I had a day off and was called into work but my wife was home for a short while as she had an appointment with the doctors for the little ones as they where in well unfortunately that had to be missed due to the fact that no engineer appeared and she stayed home all day waiting. I was furious so I called in the morning and spoke to Sam Hargreaves and appoligised for the inconvenience it had caused. He stayed that there was a mix up and no engineer was needed to come out imeddiately he offered one month of my broadband and went out his way to even call back on my mobile on two occasions to set up my new router which I had purchased from tesco as I lost the plusnet one I could not thank him enough for the service he has provided overall I am very satisfied with the customer service and how quickly they can resolve issue people of you can't get through to them on time well then I suggest you try calling first thing in the morning and you definitely will get through.

Best broadband provider we've had in years. Strong fibre optic connection that does wave up and down a bit but otherwise stays above 60mb. It was set up in half an hour with no delays. I can finally download movies and games in a time frame of minutes instead of days, and nobody is complaining that their streams are crashing constantly.

Not related entirely but it's worth reminding people reading these posts that the vast majority of people will only write up reviews when they want to complain about something.

What a faff!! Been over a week now waiting for our broadband to come back up!! Plusnet said it would take no more than 4 days! My mobile data is through the roof.. cant watch catch up tele... and the customer helpline is USELESS my husband is a IT consultant and can do a better job than this.... VERY VERY unhappy!!! Get it sorted plus net or we shall find some other service that says what it will do and is honest to their costumers!! We are paying good money and you cant even provide the service.

Biggest Mistake I have made going to Plus Net Firstly the router they supply has no range like the Sky I had previous despite being in the same location. Had to buy 2 wifi extenders If you stream movies don't expect to see the end of them as it constantly drops out. Phoned them and after a 45 min wait I was told they were allowed to drop out 5 times a day and mine had only dropped out 3 times in the last 24 hours Drop outs can last mins or hours but they said they are allowed I was also told they are NOT a premium broadband supplier so don't expect a premium service Roll on March 16th when I can dump this lousy service in the mean time I must tell everyone

Super ISP when I first started about 6 years ago - good speeds, reasonable fast customer service.

But it's gone down the tubes since. Rarely get advertised speed, total drop outs are common, and it takes a lifetime to get through to a human being at customer services - not that they're usually the slightest help anyway. Great with promises, not so hot on action.

They've recently offered me fibre, but my question on how the hell they can guarantee high speeds when they can't even maintain ordinary adsl speeds brings just corporate guff.

Terrible beyond belief. Customer service pay you lip service to pacify you but the problem is never solved. Plusnet admit that there is a broadband issue and then state that fault is corrected but it is not. I have had no broadband issues at all until i signed up to plusnet, coincidence i think not! I am currently paying for a service that is not fit for purpose!