Plusnet Home Broadband Reviews

We were originally with Talk Talk when we signed up with Virgin to get a better deal. However, despite several texts from Virgin confirming they would be attending for the installation, no one actually turned up! Were very annoyed especially as my husband, who was very ill with the flu at that time, spent the day moving furniture, taking stuff off of wardrobes etc., so that they could run the cables. Decided to stay with Talk Talk who informed us that it was "too late to cancel the cancellation" and disconnected our broadband and telephone line the next day. Bit annoyed with Talk Talk and Virgin so signed up with Plusnet. Very smooth from start to finish. They reconnected our phone line the very next day. Had to wait a couple of weeks for fibre optic broadband to be installed as they were fully booked, however, on the day of the installation the engineer (who was very nice) turned up at 8.00am ringing beforehand to say he was on his way. Throughout the 2 week wait for the broadband we received regular texts and emails with updates. Since having the service installed we have had absolutely no problems with the broadband or telephone. My only slight niggle was that I had to ring them a couple of times (once to get the caller display added to the phone and the other time to confirm they would still be coming to install as Virgin made me a bit paranoid)and had to wait about 50 minutes on one occasion and about 35 minutes on the other before I got to speak to anyone. However, as the calls are free I just got on with my life whilst having the phone on loudspeaker. Once I did speak to them, they were very pleasant on the phone and actually sounded like they knew what they were talking about. All in all I am very pleased with their service and would definitely recommend them.

useless,unreliable and takes weeks to do anything, leaving is also a nightmare. Do not want to let you leave after agreeing to you leaving, then wont refund prepayment period. Have wasted litterally hours on the phone to them.

Been waiting for Fibre optic broadband for almost 3 weeks, after BT failed to keep appointment. No response from Plusnet, but my money is OK.

Been waiting for Fibre optic broadband for almost 3 weeks, after BT failed to keep appointment. No response from Plusnet, but my money is OK.

Throttling seems to be endemic with budget providers.
Frequent drop out and times when no service available.
Glad I'm not paying huge sums for this.

Just appalling service on all levels. I ordered fibre on 31 July and sine then have had it for 3 days only. Routinely wait 40-45 minutes to speak to customer service, but it is usually 90 as once through they transfer you to another department where you suffer the same wait to get through. My fibre has been cut off three times by PN "in error" but each time it takes 15 days to restore. I'm now on my fourth reconnection and so can post this. I'm often sceptical of bad reviews, wanting to give the benefit of the doubt, but PN are truly the worst company I have ever come across in all aspects. Aside from those gripes the phone line crackles and, having put in 5 (five) requests for caller number display, which costs me 99p per month) it has never been switched on. Aside from emails, which take 10 days to answer, phone calls which take 45 mins to answer, and live chat where the operator on the other end cannot write in even vaguely comprehensible English, I have tried mail and courier. All to no avail. I think the only solution is a trip to Yorkshire. Life is too short. It should not be like this. Anyway, AVOID AVOID AVOID.

Moved to plusnet from talk-talk and I thought I'd never say this but "come back talk-talk, all is forgiven!". In comparison, talk-talk is fantastic! Or to be exact, plusnet is absolute rubbish. They messed up every step of the switch-over, which took about one month from order - so much for the 10 working days. Charged rates for service provision above those agreed, and were late in sending the router. When it finally arrived, I couldn't connect because they omitted to "switch" the service on!. As for the internet service provision itself, it's slow, almost guaranteed to "fall out" at least once every evening requiring a reboot of the router, and as for trying to talk to someone from the tech department - you've got to hold on the phone for about half an hour having to put up with the most diabolical "music" you can imagine before hand. The advert says "we'll do you proud" - what nonsense - I'll have the wooden spoon every time (refer to ad). I've unfortunately got another 11 months of the contract to go - it'll not be 11 months and 1 day I assure you - my advice? Simple - AVOID AT ALL COSTS

We moved house and opted to get a new contract with plusnet as the service had been fine. We have been paying for Internet for a month and have yet to have it correctly installed. The engineer we waited in five hours for came and spent two hours working on it only to leave us with our phone line switched with another line in the street (!). After a dispute over how they would then fix this (they wanted us to stay in for another five hours and agree to pay a penalty if we weren't there when they arrived - we refused and asked for a specific time) we opted to go with another provider and now fully expect a bill for the total cancellation in the post. I read lots of similar accounts and I believe it would be good for us to band together to put together a dossier of like cases and bring a case forward presented to multiple organisations (which etc) and potentially take joint legal action against plusnet for breach of contract. I have set up an email address - [email protected] and a twitter account usvsplusnet. If you email me a brief account of your issue plus contact details if you are happy to do so I will start looking into how we can best tackle this en mass. If you tweet me your complaints I will retweet them at relevant sources, including plusnet. Thanks.

AVOID AVOID AVOID. These people are completely inept. I haven't had a reliable broadband service since the beginning of the year, and after hanging on the phone for 30 minutes plus every time I ring to tell them about it, they fiddle around and supposedly fix the fault. Then a week later its the same again. I rang to cancel my account back in July and was persuaded to go over to fibre which I was told would sort everything out. It didn't - I just pay more, and now they are trying to tie me in to the 24 month contract I only took out on the basis it would solve the problem. I am now in dispute over their termination fee. Money for nothing, that is.

Ignore the ads - speed dreadful, crackling phone line, engineer call outs cancelled without notice, lagging, dropping out - could go on and on. Over half an hour waiting for Customer Services. No refund for advance payments. Shocking, shocking service

My internet speed and connection has been really bad lately. For the past two days I have been getting less than 100kb/s I have no idea why, it is normally 2mb/s or above and my connection is better. I can still watch youtube and stream films in HD quality though. Over all I think Plusnet for me has been bad overall, at the moment I cant even talk or play with my friends online because of it and that is what I enjoy doing.

Following a house move PlusNet were incapable of handling the transfer. After weeks of frustration, incompetence and broken promises I moved to a new provider. I am now in dispute with them over cancellation fees. Yesterday they sent me a bill for £20425.00 They seen more interested in advertising how good they are but their systems appear chaotic and unable to cope; apart from sending money demands. It is virtually impossible to get through to them and when you do succeed they are no help. Best steer clear of PlusNet.

When I changed to another broadband supplier they said sorry you are leaving and cancelled my direct debit.
Then the accounts dept said they couldn't access my direct debit and they couldn't take my monthly payment.I told them I had changed my supplier and that they had cancelled my direct debit I spoke to their accounts and they told me I owed £12.63 so I sent a cheque for this amount on the 10/10/15 .on the 14/10/15 I receive a letter saying I owed £1263.00 I later received an email with an apogee but still saying I owed £12.63 . A sad end to a to a relationship with a company that had up until then been vert good.

AVOID PLUSNET - Peter Kay might reckon these guys are just great but on every account they are terrible. I was cut off for 2 weeks phone and broadband - no help at all - you have to call them to find out what, if anything, is being done, as go through the usual 30 mins plus wait just to talk to a really unhelpful adviser who knows nothing and is totally demotivated and uninterested in pushing for any action. Speeds were below what was publicised when it did work. When you send them an email it took 10 days to get a response. DIRE - AVOID!!!

take no notice of there adverts about customer service 20 minute wait on the phone gave up once. Having changed my bank I received a email asking for more card details and if I did not give it to them my service may be reduced apparently it takes them10-14 days to set up another direct debit.

Like so many on this site, Plusnet have messed up big time. Not going to go into all the details but it would appear that within the Plusnet company 'Arse and Elbow' springs to mind. I would definately not recommend Plusnet to anyone . . .

I ordered fibre from plusnet at the end of August. No contact from plusnet and nobody turned up on the assigned installation date. I called to complain and they said I had to wait another month, I asked to cancel but they said I would be liable for the whole term of my contract if I did! Anyway they gave me another installation date a month later. No contact from plusnet and nobody turned up on that installation date either. This is the worst customer service I have ever received from any company ever! I wish there was a rating lower than 1 star!

Plusnet are shit! Avoid them like the plague! They will screw u over and the WiFi is crap !!!

Words fail me. We have our internet and landline through plusnet, DO NOT USE THEM.
I have had no landline or internet for 2 WEEKS. Part of which my husband was away and I was alone in threes middle of the countryside.

Took day off work at great expense too me, told I would be fined £50 if not there. They didn't turn up!!!
Numerous calls from work...numerous promises. Still without any phone or internet. BE WARNED

Good honest broadband from Yorkshire? Leading customer support? Yeah, right...

Worst issue: A completely private and unique email account, that had only ever been given to PN's billing system and has never been used anywhere else, has been 'leaked'. This has happened to *many* other PN customers using similar unique and private PN-only email addresses (there's a way to do this so that no spammer should ever get hold of the address unless it's given out by the person it was given to). PN doesn't seem to care that they can be the only source of this supposedly-accidental leak of confidential information about their customers. I now recieve hundreds of spam emails a week to an account that had existed for years without any at all, until PN leaked it. PN has tried to ignore and belittle this incident on their forum in the hopes that it just goes away and people forget about it. Customer support refuse to discuss the issue and just regurgitate useless advice about how to avoid spam in general.

Other issues: The speed drops significantly (almost unusable) every night, between midnight and around 2am. I live in a quiet-ish area and there's no way that it is local contention or interference. This has gone on for several years on PN.

It's a shame. PN was good once, many years ago. Not so now. Of course, BT own them now and pull the strings I imagine...