Plusnet Home Broadband Reviews

Mega Fast
Never Went Down Once
Cheap
Perfect customer service but bad waiting times.

BT INFINITY without the price tag basically. (same company they are a subsidiary)

Attempting to sign-up for BB with Plusnet and it has taken months. PN blaming BT and vice-versa. No call to customer service has been answered faster than 40 mins wait. Worst has been 40 mins wait then transferred to high-priority team with an additional 45 min wait. Absolutely appalling level of service I wish I had never started with them. It's also almost impossible to be transferred to speak with a manager.

After 8 years with Zen, thought I'd save money, and move to Plusnet, as reviews were good. What a mistake, firstly, had to chase on the connection - they didn't connect when they said they would, and it was 3 days without internet. Next, the speed was half what it should be. They said they were 'optimising the line speed'. After the two weeks I complained, and gave evidence of previous speeds. Suddenly, the speed doubled. Hmm? Are they throttling speeds on the expectation that some won't notice? Next, we got outrageous charges for European phone calls. Then they put their prices up. All within a month. Decided to leave, and received small bills for the pro-rata cost. Then the next month - a bill for the service again! Contacted them immediately, but they still took it by direct debit (which I also cancelled). Since then, have contacted 5 times about getting a refund. Even after the 10 working days they said it would take, I still don't have my money back. This is a terrible organisation. Steer well clear. I am now back with Zen Internet. Seamless transition back (no internet downtime whatsoever), and excellent customer service. So glad to be back.

Good speed all week when most people at work Rubbish at weekend I pay for Fibre Optic and I am lucky to get 1 or 2 Mbps all weekend Can't wait for contract to end and I will certainly be leaving minus net

Changed to plusnet with high hopes. They have been the worst provider I've been with. Say uk call centres but take forever to answer the phone, then when you get through they have to transfer you to another department. I can't wait for my contract to end so I can switch.

Unlimited (non fibre) BB & Talk Package.

Below standard in all matters really.
Cheap and very inadequate router. One the worst still on the market actually.
Hence, very inconsistent speeds, regardless of "peak" and "off-peak" times. My connection never broke 1 Mbit/s (whereas every other provider I have had was able to give us at least 1.5 over the same line)
Customer service, sadly lacking.
Very frequently an hour or more hanging on the phone (even outside of their stated "peak calling times".
Never able to get a direct or concise answer to any of my questions.
If experiencing a bad connection, the emphasis was always on the customer to try and sort out, e.g. pull 80 quids worth of unlocked router, out of thin air, to test the line for them. Or , be threatened with a 50 quid charge.
And charges - a few big ones, not as transparent as they make out. If thinking about migrating, before end of term, make sure your next provider will, as an incentive, help cover any of the whopping fees Plusnet will hit you with.
And lastly, as their base changes on all packages have risen by 15% this year, they are not even any cheaper than the nearest competitors.
A BT owned company now too. For reasons of conscience I migrated to Plusnet. But, as they are now BT owned, any reasons not to migrate away are no reasons for migrating ar non-existent.
I would recommend avoidance. It will honestly save a lot of frustration, and disappointment.

J.G.

Decided to upgrade to fibre as we were getting less tan 1MB, waited in on the appointed day, but no engineer arrived. Tried to contact via the webchat service, but told that this was not an appropriate medium. Tried to raise a complaint via this channel, but was informed that I could not do so - although it clearly states that you can on the complaints page. Now 45 minutes into a telephone wait to speak to someone - initial forecast was less than half an hour, but I have never got through in less than an hour.

Shockingly bad customer service. I ordered an upgrade from broadband to fibre with them. An appointment was booked then the following has since happened:

1) Contradictory information regarding a discount. Stated discount for 24 mths then mentioned 12 mths in email. Since resolved and will be 24 mths.
2) Booked morning off work but BT engineer (wholesale provider) failed to show. Plusnet were dismissive and and only when I asked for compensation (time of work = money) did they agree to a miserly 2 months' free. Probably a fraction of what they would have charged me had I broken the appointment and definitely a fraction of the value of my wasted leave from work.
3) Despite booking the initial engineer appointment on the phone, Plusnet told me they can't re-book until several days later as it was now a "bridging case", adding insult to injury. I needed to book more time off work so needed them to book the engineer.
4) Despite the above, a new appointment was pushed on me which didn't match any of the 3 dates I specified. I phoned and was then booked in for a date I was able to take off work.
5) Email arrived telling me the appointment which I had been told was booked (and for which I had again booked time off work) was not available. Again, no negotiation. They just pushed another date at me.
6) Phone calls throughout had a minimum wait time of 30 minutes but a more typical wait time of 40 - 60 minutes. This included phoning first thing in the morning when their stats say they are least busy.

This is a complete and utter nightmare of a company to deal with. I would go beyond saying "poor" customer service. I just don't think Plusnet offer what anyone can reasonably describe as service at all when you have cause to communicate with them. It's like talking to an inanimate object that's been engineered to cause maximum frustration.

AVOID PLUSNET.

Have not had broadband for about a month. Plusnet keep placing orders with bt expecting that will fix the problem. Isn't the definition of insanity to do the same thing but expect a different result?bt have confirmed plusnet need to enable the system from their side.
Speed is .5mb. Customer advisors lie to you and hang up. They fabricate notes and say they will call back but do not.

They cant seem to keep track of the promises they make you.

I have been without broadband for a month. It normally takes about 14-40 minutes to get through to their award winning service. When I get through the advisors keep placing orders with BT. They have done this 4 times now. Each time they say the service will be activated in about a week, but it has not been.

Clearly dopey people work there as why keep placing an order with BT if you know it does not get you anyway... trying calling them to explain there might be a problem? Just a thought.

Advisors promise to call and and don't. They fabricate notes on the system and say they tried to call back when they did not.

If I could give no stars I would.

They estimated 8.5-16mb on my line. I barely got 4mb. The phone line has a hum which they can't seem to fix.

Total nightmare experience.

DREADFULL AT ALL LEVELS

I had thought that Plusnet were the very best at looking after their customers. For me, the reality is that they cannot appreciate problems, even when the nature of the problem and the solution is presented to them - this has happened a number of times. The latest disaster is their simply saying (after some delay) that they are unable to deal with the enquiry.
Regards, lim

I can't judge the broadband band speed yet due to the nighthmare in getting my connection active. After being told it would take 3-5 working days after my engineers visit for the connection to become active and having no connection after this time, I rang the customer support team who told me it would be another five working days. It has now been 13 working days since the original visit and after waiting on hold for an hour to talk to someone I have now been told it will be a least another three to four days and they will not refund me for the line rental payment that I have already paid upfront for this month even though I have had no internet. Would definitely not go with plusnet again and do not recommend.

If I could give Plusnet no stars I would. My recent experience with Plusnet was so awful that I decided to leave. It was only inertia which kept me with them, and with BT line rental and Hive for international calls.

I was afraid to put all my eggs in one basket, afraid to change anything for fear of being cut off from my old mum thousands of miles away, losing out on jobs, etc.

My inability to reach Plusnet without extreme difficulty and their subsequently unhelpfulness made up my mind to leave. Talk about frying pans and fires!

After a week's research I opted to put everything with EE. I spent an hour on the phone explaining my needs and getting confirmation that they would be met with the package I asked for, only to get a confirming email with exactly the opposite. It took a week of phone calls, hanging on for ages in queues, getting useless and contradictory answers before I finally cancelled and made them send me an immediate email to that effect. With a big job coming in next week I can't afford to have a mess with my internet, which I thought would be behind me by the time the job was due.

If this is what Plusnet is the "best" of - if it is simply better than companies like EE - then god help us all. We are at the mercy of companies so rubbish that to be the least rubbish is to get stars. Cream rises they say but as my gran used to retort, faeces floats - only she didn't use that polite term

Most could take a lesson from Sandisk, which has twice without quibble not only replaced an MP3 player (covering postage and packaging both ways) but been as polite and helpful and swift as anybody could wish for. When I queried the upgraded replacement they called me and asked if it was a convenient time to talk. I asked them to call back and they did, offering me several choices as to how to get what I wanted. They were really interested in having a satisfied customer.

THAT IS WHAT CUSTOMER SERVICES service should be, rather than everyone trying just to scrape above the S...t at the bottom.

Tried to switch my service from Sky but they failed to turn up and I since discovered they had the order on hold without even contacting me. Trying to sort it was a nightmare with phone waiting times constantly at 30-35 mins at all times and an online help that was unable to help. Avoid at all costs.

Absolutely terrible company! Have lost count of how many times weve complained of slow broadband and most days NO broadband at all. All we do is get fobbed off by clueless people. Cheaper than most companies because all they provide you with is hassle and rubbish. Terrible company, terrible customer service, terrible broadband. Avoid at all costs.

Nightmare from start to finish, from my change over from service provider. When it didnt happen on the agreed day l called them from my mobile, 30mins queuing to speak to Customer Services to be told can go live up till midnight. Nothing rang engineers next day, said sent me a text to say it was no going ahead on that date. I explained l rang within 3 mins of getting text and was assured no problem and would happen as planned on arranged date. Without broadband & phoneline all over Christmas. Poor wifi speeds that drop to very slow after 3pm. Now signal keeps dropping 3 times in 30 seconds. Downloads dont even complete overnight, 12-7am and only 92% for a movie. Cannot make use of subscrption TV and movies because of poor speeds. Got a new base unit, not fixed it. Unscrewed cover from wall, not fixed. Ran test for 72hrs, fault been occurring for 3 weeks now. After test, engineer promised a call but just rang once hung up then sent an email, saying all tests ok. Its not and now in queue for 45mins to speak to Tech dept for 5th time. Want to cancel contract with plusnet. 1/10

Though I was offered an upto 16Meg line in fact speed was clearly limited to 12. I had 16 from previous and subsequent providers.

On leaving I am having a nightmare with their customer services where, in spite of their agreeing I am due a refund I haven't had it for months and they are chasing me for money they agree I don't owe. God knows why they're rated for customer service as calls to them are never answered in less than 15 minutes and it has become clear their front line staff are unable to resolve problems due to poor procedures.

Good broadband service,but appalling customer service. If you want to talk to them they provide a freephone number, but you'll be on hold for at least 30 minutes. then they will tell you that it's the wrong department and put you on hold for another 20 minutes. Not bad if you like bad 80's music, If you try to debate your issue you will come up with the Data Protection Act thrown at you as a non-answer.
Best advise keep away. They advertise on TV about their great customer service and being UK based but it really is appalling.
Oh and when you leave them they will keep trying to bill you.

The old adage "Pay peanuts-get Monkeys" is proved right
If you need reliability of service they are best avoided.