Plusnet Home Broadband Reviews

Worst mistake of my life, joined plusnet due to their advert, unfortunately on the day I got my Broadband set up with them I realised I made a huge mistake, I mean the 1st day the Internet went down I phoned them up so see what is up and waited 50 minutes for my call to be answered.
The fibre broadband speed I had was so slow, I was unable to have 2 Internet windows open at the same time, some larger website were impossible to view, I called Plusnet to report the slowness only to get told I will need a laptop so they can talk me through how to test that the modem or router are working fine, I informed them that I do not own a laptop and was told I need to purchase one otherwise they can not help me!
I put up with this problem as I wasn't going to get a laptop, I was then informed that they are putting up their prices and due to this I could cancel my contract early without any cost to me, I did cancel and went to another provider still using Open reach cables but with this companies router etc and the speed is brilliant.
A month after I received a email from plusnet informing me I had to pay 1 months phone line rental by mid September otherwise they will send my information to a debt collector, I phoned plusnet and was told there is no amount to be paid and they had credited my account so the balance was zero!
I received a letter yesterday from a debt collection company saying I have 7 days from the date of the letter to pay plusnet £115 otherwise they will take the matter further, I straight away called Plusnet and after waiting 35 minutes my call was answered, I got told the fee was a cancellation fee, I explained that I was told and still have it in writing that no charge will be applied to me for cancelling early, unfortunately Plusnet have no record off this so today I emailed them a copy off this message and got a automated email back stating my email will get a response within 10 working days, however the debt collector wants payment within 4 days now!
Plusnet are a joke,Please do not fall for their advert like I did, the companies they say they are better than are in fact much better than plusnet as I have found out!

Beware of Plusnet if you plan to move home. We paid for line rental upfront and had a good deal with no contract end date, we looked for this as we were planning to move in the year. However when we came to move they slap a £65 moving charge on you which is hidden in their T&C's! Wouldn't refund or offer any help it was either pay this or lose the line rental savings we had already paid. Thieving scum bags!

Absolutely filth and rubbish. Beware of this fraud company who tell something else on their website but cant transfer even your number to their network. Their customer service reps are without any real knowledge about how things work. they take more than 15 minutes to answer the calls of existing customers. Waste of time

Up until now Plusnet have been really good. The broadband was (and still is) fast enough, at least where I live, for two people to stream movies, browse the internet, etc. and the phone service was, well, a phone service. I also used to think the customer service was good, to the point that I'd actually recommended Plusnet to people. So far so good. But now they have changed the website... Want to email about leaving or renewing? You can't do that online... Want to raise an online query/ticket? Can't find how to do that either... So then you try and call them. You want to wait for 15-30 minutes these days then hey? But it's okay, because they then tell you that you can sort your problem out on the website. Phew... Wait, what?? So yeah, now that reasonably priced year's broadband and line rental has run out, I don't have the time to wait half an hour to try and get through to them on the phone, so now I'm being overcharged on a monthly basis... Thanks, Plusnet.

I WAS CHARGED FOR 18 MONTHS WIHOUT USING THE SERVICE, I WAS OUT OF UK. I HAVE CALLED AND ANNOUNCED THEM I HAVE MOVED AND THEY SAID I NEED TO PAY UNTIL THE END OF MY CONTRACT. AFTER MY CONTRACT ENDED THEY CHARGED ME ANOTHER 2 MONTHS AND TERMINATION FEE AND THEY EXTENDED MY CONTRACT EVEN THO I TOLD THEM I MOVED.
I HAVE CALLED THEM , THEY AGREED TO WAVE MY TERMINATION FEE AND REFUND ME THE 2 MONTHS OVER MY CONTRACT. AFTER THE AGREEMENT THEY CONTINUED TO TAKE MONEY FROM MY ACCOUNT, THEY HAVENT WAVED ANY THING AND HAVENT REFUNDED ANYTHING. THEY SAID THAT THEY CANT TRACK MY PHONE CALLS WITH BT AND THEY CANT FIND ANY INFORMATION AND IF I WANT MY REFUND I NEED TO FIND MY OWN WAYS TO DEMONSTRATE THE CALLS TOOK PLACE!!!!

LIARS LIARS! I PAID 18 MONTHS WITHOUT USING THE SERVICE, AND NOW THEY TREAT ME LIKE SHIT FOR 31GBP.

SHAME BT! NEVER EVER USE THIS SERVICE IN MY LIFE, EVER. NOT TO RECOMMEND AWFUL EXPERIENCE WITH BT.

Worst broadband I've ever had, not worth the lower cost. It cuts off randomly at times, slows down regularly Please don't go with this company it's aids.

Order was due for delivery on 2/9/15. My existing broadband went off and I had no service. Spet over 12 hours on the phone with unhelpful and rude support staff. After 2.5 weeks took legal advise and cancelled the service. They then tried to charge me £188 for the phone part of the package. More legal advise and they backed down. Moved to Sky without any problems

I was with plusnet at my previous property and they were very good. Since moving this year Ive taken out two new accounts with them, one for home the for my business.

Both accounts have been totally unacceptable, my work account speed regularly drops down to 0.3mbs for days on end.

My home account, despite starting the order on 28 August I still have no internet connection as of 6 October. I have contacted them by phone 4 times and have spent 15 hours on hold. I have had two engineers appointments and had to wait a total of 12 hours for those. Thats time that ive had to take off from running my business which is in its 1st year, so at a delicate stage. Having to put customers orders on hold to deal with this bullshine is not good.

We have to have the internet at home as my partner is a teacher and has around 2-3 hours of schoolwork that she has to do each evening. Because of plusnet she is already over a month behind with her targets and is danger of receiving a written warning for this.

My business has lost £675 in revenue because of plusnet.

Hopefully they might see this

When I joined Plusnet, only ADSL2+ was available where I live so I had an up to 15mbps broadband speed. The property was newly built so the line had to be installed by BT before I could start. I have no phone and no intention to ever get one so having to pay for a line rental was a sting, but I know that's standard for ADSL.

When I ordered broadband I was charged then asked to book a date for installation. The earliest date available was almost a month away. Ouch.

Soon after this, I started receiving parts of text messages trying to tell me there was a problem and asking me to text them back. I tried texting back but the phone number they sent the message from wasn't a valid number for me to text. The company also tried calling me a few times, despite me telling them I was disabled in a way that makes me unable to take phone calls.

I finally managed to get online at a local pub to see the emails they'd sent me. They told me I'd given them the wrong address and the installation date I had booked was never actually booked. I hadn't given them the wrong address; all the info I gave them at the start was correct. I told them it was the right address and they tried again.

It got to a week after the date I had originally booked before a BT engineer came, who was very nice. A few days later they turned on the phone line and started charging me the line rental, even though I had never asked for it and it was useless to me without ADSL.

Weeks passed before they told me the ADSL was turned on, as apparently there was a problem with my account. It took a formal complaint to PlusNet and Citizens Advice to get them to fix the problem. Before the formal complaint, Plusnet had ignored several emails I had sent for two weeks. Even after this, I never received a reply. I expect they ignored me so they wouldn't have to reimburse me for the copious amounts of money I had to spend on BT FON to get online to keep moaning at them.

After they told me the broadband was ready and working, I struggled with setting up the router as it couldn't connect. It's been some time since they sent me this message, and I'm still without internet, and they've still not responded to my official complaint, request for technical help, or request for reimbursement. I will be getting reimbursed, and I will be taking this to higher authorities.

I am now down around £100, lost my job, had to restart medication for depression that I managed to come off, lost a lot of sleep, shed many tears and suffered panic attacks due to their terrible service, complete ignorance, and exploitative and malicious conduct.

Obviously I don't recommend Plusnet. I have never in my life been more abused by a company.

I have recently experienced no end of problems with Plusnet.I needed to purchase a new router and was told that if I wanted a free router I would pay for post and packing and if I renewed my contract I could have a cheaper deal. This I did and was told I would pay £5.99 a month , a saving of £3. However an email informed me of a monthly cost of £8.49 would be taken. I phoned to query and then complain when I was told they were unable to do any deals. This surely if they record calls then my information can be checked. I am now bound by an 18 month contract, I wish I had never heard of plusnet! I also had connection problems with new router which took weeks to rectify and an engineer visit that failed to happen. I complained about this and had a refund of £25. They also sent emails when they were aware I had no internet connection and to contact them by telephone is an absolute nightmare!!!

This is the worst broadband ever,when I got the broadband they said the speed willbe between 10-17mb but I'm getting 2-4 mb.when you call them about this they don't responde to you,after a hard try if you get in touch with them still you don't get your problem solved.I'm using this broadband for 3 months and honestly,I called them 9 times for slow connection or dropping connection.I can't even cancel this broadband because I've to pay £60 for fee.Plesse those of who just about to join this broadband,I personally,request you guys do not join this crap broadband,if you do then your gonna have to face the issues that you never thought of.

I have been with Plusnet for about 4 or 5 months now and it has been a massive disappointment.

I was with Sky and never had any outage issues or drops. However since I have been with Plusnet my connection keeps dropping and the speed is noticeably slower which is also making it a very frustrating experience.

I have also tried to get them to help with the issue but other than the usual things they have been unable to resolve the issue, which is where the customer service aspect has let me down. I seem to keep getting the generic answers and scripted answers rather than someone actually wanting to find out what the problem is.

Due to this I would NOT recommend Plusnet as although they advertise with good intentions, they don't live up to them!!

Initial install of fibre was a disaster. Plusnet never answer the phones so you have to use their email customer service. Do not even try to call. This email based service is actually OK if you only have to contact them once and if all then goes well. For repeated conversations, its rubbish because its a 2-3 day turnaround time to respond. In my case trying to coordinate openreach visits with work was chaotic. After a month of failing to coordinate, I rolled them back to regular ADSL. Not Plusnet's problem that I could not find a date and was too busy, but very much their problem that because their email response is too slow I am unable to coordinate with a moving diary. i just want to speak to a human. Will go to John Lewis as soon as they have unlimited fibre.

To those who won't read this whole review, avoid like the plague!!!

To those who do want to read it, and I advise you do to realise why I say this, I shall begin.

I signed up for Plusnet Broadband on 2nd September 2015 after being reassured by a jolly sounding Yorkshire fellow that I will have my broadband installed within 10 days. Brilliant I thought, £2.50 per month (plus line rental) and I will be sorted. Obviously I am writing this today (29th September 2015), with no internet and not a single solitary toss given by the customer service team.

On 6th September I received a badly written text message informing me that there was a cease placed on the line, to which I realised that there was an existing Sky phone line on the property which I just moved into. I then had to wait until 16th September for that to be released. Besides taking 4 days to even bother with my order, this can be put down to Sky however.

Okay, I thought, I should be in business from that date. I spoke to a female from customer service (after waiting 40 minutes to get through), who assured me that the phone line will be installed within 24 hours and that my internet will also run. This was explicitly stated when I asked to confirm (Plusnet, check your recorded calls if you don't believe me!). I then hung up the call feeling vaguely satisfied. However, I immediately received a text message stating:

"As per our conversation, when the cease has completed on your landline on 16/09/2015 we will restart this it will take 24 working hours. Once complete we will then place your broadband order which will take a further 4 working days to complete. As discussed, you will not be charged the reconnection fee for this".

To make matters worse, the company also revealed that I will have to pay an extra fee to have the line fitted. This was later deleted in this conversation.

The broadband order was then confirmed to begin on 17th September, with my home phone number then arriving the next day.

On 25th, after inquiring and waiting over 45 minutes to get through to the customer service team, they finally admitted there was a problem with the order. No real problem was ever defined and I had several more phone calls after being promised date after date, with still no service to this day.

At this current point, they now promise a review on 1st October 2015, with no guarantee it will be sorted. This is despite receiving an email informing me that my service is active.

I will most likely cancel my order, and post this review as far across the internet as possible to make sure that you, a potential customer, do not fall for the terrible service provided by these amateurs.

I am so surprised at how good PlusNet are. Okay, the service is not the lowest in terms of price but the feedback/communication has been A1 and generally they have been very good.

I would always recommend them

Awful. Waited for engineer who didn't turn up, keep being put on hold on the phone for half an hour turns (more than 2 hours on hold total now). Keep being told i have to wait 72 hours before they'll do anything (no idea where this arbitrary number has come from). I've recieved emails and texts from them to tell me my service is now complete, but I have NO INTERNET. I've been left with nothing, my old line having been cut off. My wife can no longer freelance from home and has had to go out and seek alternative internet this morning at HER EXPENSE. I've lost a day off, which cost me a lot more than the £40 installation i have paid for and NOT RECEIVED. - DO NOT USE THIS COMPANY.

Absolute DOG SHIT ! Worst thing ever invented slowest broadband yet !

What ever you do think again they turn down the band width when you finally get through to them they turn it up and then it goes down again. They are a BT company as well. Be warned

I had been a long time customer of PlusNet, until today. I ordered an extra line in a new office but after the line was activated it was discovered that the DSL would drop often due to latency on the line. We did many ping tests with their support team and found significant packet loss and time outs. It was determined that line could not support DSL. So the line was canceled but when I tried to cancel the DSL service they insisted I had to pay for the full 12 months of the contract, despite not being able to provide DSL on this line.

I obviously did not want to pay £179 for quite literally nothing so asked if I could transfer this cost as a credit to one of my other accounts. They just repeated that I was in contract and stated that due to data protection reasons they couldn't even look at my other accounts...

I have since cancelled all my accounts with Plusnet. Their customer service and customer retention is a joke.

AVOID LIKE THE PLAGUE!

One star is too high a score for Plus net. Since day one we have had problems, when ever you call expect a 30 minute wait. You will then be told its a fault on the line and they will look into it. Typically its then fixed and you get a staggering 8 meg and then each and every day after it will drop a meg back to their token gesture 2 meg. Looking forward to the day we finally get an ombudsman to make these conmen accountable and allow customers to easily terminate a contract on none performance.
We will be dropping them as soon as the contract date comes up.
Recommendation avoid Plus net if you want anything faster than 1990's dial up. Worst provider we have ever had