Plusnet Home Broadband Reviews

Customer service appalling. After 2 year sent an email to me to tell me they had put my premium up but sent it to another address.
Telephoned me to give me a better deal, asked me to hold then hung up on me.
Didn't reply to my letters phone calls etc.
Always had a long wait when reporting a problem Worst customer service ever. I'm with a new provider this week. Yippee!!

Just awful. I've had 3 different broadband providers over the years and Plusnet are by far the worst. I can't comment on the speed or reliability because we've still not managed to get it installed yet. They keep delaying installation and their customer support is dreadfully slow. They have repeatedly promised to sort out the issues and repeatedly nothing gets done. Worst of all they don't communicate with me to update me so I've wasted countless hours on hold and waiting around for an engineer who never turns up. Avoid at all costs.

I have been trying to get a hold of Plus-net for the last 40 minutes and as soon as I get hold of them I am then put on hold again for another 30 minutes before giving up. I am trying to set up a new contract as well as change an existing contract. General speed is good although drops out a lot. Customer services is pretty poor and you blow your allowance on trying to call them and sitting awaiting a response.

The worst customer service I have ever experienced. Call waits of over an hour for months and no sign of improvement. Had to pay £140 to leave - letter sent to wrong address and had to wait on phone for an hour to pay this as no automated payment line. Funnily enough if you ring sales you get through instantly. Will never return. Avoid!

I realise that Plusnet can do nothing about the measly 0.95Mb/s broadband speed we originally got (and what they told us we would get.) However, it started going down and now sits, on a good day, at 0.7 Mb/s; however, it frequently falls below that. Anything less than 0.7 Mb/s and it becomes pretty much unusable. And it regularly falls to as low as 0.1-0.2 Mb/s - actually, it often seems to cut out completely. The problem is I took out a two year contract based on the anticipated speed and the fact that Plusnet told us we'd get superfast in our area this spring (gone). Neither of those assertions have stood the test of time. Plusnet, having sent out a BT engineer or three, have effectively shrugged their shoulders. I had a letter recently (well outside the 10 working days they say they'll reply in) in which some dozey 'customer relations team' operative assured me my broadband speed was 1.0 Mb/s and stable (based on one 'snapshot' reading.) This was despite the 150 readings I had sent them, taken from Ookla over the last 8 months (about 60 readings in August), which quite clearly show that we have never had 1.0 Mb/s and are currently averaging about 0.55 Mb/s with variations between zero and (once) 0.76 Mb/s. I have asked for a letter of deadlock and will take my case to CISAS.
The bottom line is, they are of course fine when it's all going smoothly, but when it goes wrong they are shockingly bad. Their customer service 'systems' seem to be in disarray with online answers to their own questions ignored, and deadlines not met. You have to battle, curse and scream to get them to action anything you send to them.
If I knew what I know now, I would never have gone near PLusnet.

I have been on the ADSL service for a year. Noticed I was getting speeds of 1.5m download/0.5m upload. Called the, was on the phone for almost an hour waiting to get through. The engineer found an incorrect setting, reset it, then I was getting 5m download/2m upload.

I upgraded to their fibre service (70m). Has to wait in all afternoon, the engineer turned up at 6:30pm. After installation, the service is unreliable and only works intermittently. I called and waited on the phone for 25 minutes and they told me to reset my router, which I did, still no better. I have to call them again, when I have the patience and will to live.

Not happy...

Just swapped from sky to super fast fibre. Was a little worried after reading all the negative comments but a very smooth changeover. I received texts and emails to keep me upto date, router arrived 2 days before and as arranged everthing was up and working by 3pm yesterday afternoon. Just done a speed test on my samsung tablet, 50.4MB download and 19.4MB upload a mssive imprvement from my sky broadband of 11.6MB down and 1.2MB up. Very pleased

Fine for the price. Been with them for a while and problems sorted out. Sometimes took a while and a couple of visits from Openreach but intermittent faults can be difficult. Downside is time to get through on the phone.

Having just become a plus net customer, which was a long process, finally we have broadband. Then whilst on holiday, before we've even been charged our first month we get a notice saying the price is going up. Unlucky timing on our behalf possibly, but the customer service around my enquiry could not have been more patronising. Not worth leaving because of exit costs, feel duped, very disappointed, from someone who likes giving companies good reviews.

Worst broadband i have ever had. Worked for first month then became very slow and kept losing my connection. Been like this now for six months. Cant wait to get rid of the pile of crap. Customer services total joke. Would never use this garbage again.

How on earth can plusnet have that advert on TV about there customer service because it is totally rank in all aspects. Where are the advertising standards people when you need them.

Awful provider. The Internet worked fine for the first three months at decent but not amazing speeds. Then it became extremely slow, continuously dropped off and we'd report a fault each time, the connection would be restored via a reset and this would last about two weeks before the same problem came back. The online chat is useless, the person only ever tells me to report a fault, there's no point wasting time waiting. The call line is also terrible with a 45min average wait time if you are lucky. Worst Internet provider I've ever used.

This has to be the worst provider in the world. Online customer service leaving me when I mention problems. Phone customer services the same. It's true you pay for what you get, in this case a piss poor service

Plusnet is simply a marketing facde to retain people who are disatisfied and have moved away from BT / OpenReach. The service is good while it works, but if you ever have any problem, Plusnet are totally incompetent and unable to manage its resolution in a timely or effective manner. They will waset an inordinate amount of your time and you will be without a service for many days. They are not reliable or dependable. The wait times on the telephone help line are unacceptable (45 mins or more) and they are totally dependent on BT Open Reach, who themselves are incompetent. If you are in any doubt, please read my story below. It will surely persuade you that there must be a better providerm, unless you only use internet for occassional ad-hoc social use. It may be a bit cheaper than some others, but if anything goes wrong the cost to you in time andfrustratiion will be considerable. It took 11 days and many hours of frustration and wasted time to diagnose and get fixed a simple fault in a BT exchange that bought my broadband down.

Tue 4/8 ~2pm Internet service was lost. I was not in the property at the time so was unaware until Thursday 6/8.

Thurs 6/8 No internet service. I called Plusnet Help Line - it took almost 50 minutes for Plusnet to answer the call. I spoke with Aurora. Conducted tests of my router and cables as instructed. Tried a different cable and different (but identical model) O2 router. The broadband light was still flashing so Plusnet scheduled a BT broadband engineer to attend on Fri 7/8

Fri 7/8 BT engineer attended, but he was not a broadband engineer! He tested the line (which I already knew was OK because I was using the phone!) and confirmed there was no line fault. The BT engineer left but could not advise what the follow up action would be or when I would receive a further update.

Fri 7/8 I called Plusnet (another 50 minute wait listening to pop music) and spoke to Aaaron. He claimed that Plusnet had ordered a broadband check and that BT had sent the wrong engineer. He rescheduled BT for Monday 11/9. I informed him that as this was Plusnet/BT error, this was unacceptable and I wanted an earlier appointment. He could not (or would not) provide this.

Fri 7/8 I called Plusnet (another long wait listening to music) and spoke with Jizelle. I was unable to secure an earlier appointment with BT.

Mon 10/8 BT were due to attend between 8pm and 1pm but failed to keep the appointment. I was in my office at the front of the house all morning. The door bell was not rung, I received no telephone calls or messages, and no note was put through the door to indicate that BT had called, or that they were unable to call or gain access. It can only be concluded that BT failed to keep the appointment, and/or acted completely incompetently.

Mon 10/8 I called Plusnet (another long wait listening to music) and spoke with James. He claimed that BT had attended but could not gain entry. I said that this was impossible as I was at the property all morning and did not move. I would have known if anyone had come to the front door. There was no other evidence that BT had attempted to call (no message on any of my phones and no note through my door).

Mon 10/8 Neil (Manager from Plusnet) called me.

Mon 10/8 Received message from John Joe confirming new BT appointment for Tues 11/8

Tues 11/8 I waited in all day. BT failed to attend. I called Plusnet (another long wait) and spoke with Nicola.

Tues 11/8 Received message from Plusnet that BT appointment is now Weds 12/8 pm.

Tues 11/8 I called Plusnet (another lengthy wait listening to the same pop music) and spoke with Kris. I asked who was accountable for my issue and indicated I wanted to speak with a Plusnet manager who could be personally accountable for managing resolution of the issue. I asked to speak with Neil and or James – Neil had previously indicated to me on Monday they he and James would take direct responsibility for the issue, and that James was the best person available for this - but I was told that neither was available and neither could be contacted. Either this was a lie, or the assurance given by Neil on Monday was a worthless commitment.

Tues 11/8 Received message from Plusnet indicating that my issue could not be resolved and was ‘on hold’ until 13/8 – no resolution date or follow up action was advised. This was contrary to appointment made for 12/8

Weds 12/8 I spoke with Michael. He promised, and confirmed in a message, that James would call me back after the BT call on 12/8 to check status – I indicated that I did not wish to waste more time on another lengthy call listening to Plusnet music.

Weds 12/8 BT attended but only had instruction to conduct a line test (the same that had already been done!!). BT inform me that they only operate on instruction from Plusnet, and that Plusnet must have ordered the wrong test. Plusnet deny this and say that it is a BT error. Meanwhile the customer remains stranded with one party blaming the other. BT engineer indicated that I needed a SFI or Broadband boost test, but that he was unable to do it (that implied that he was not capable to do it).

Weds 12/8 I called Plusnet (Nick) while the BT engineer was still at my premises (yet another long delay) and demanded immediate action to resolve the issue. Both I and the BT engineer confirmed the test results (that there was no line fault) and the BT engineer advised the required test. It was not possible for Plusnet to schedule the tests as the BT engineer’s results had not made their way through the systems, although they had been successfully transmitted from the BT engineer’s hand held device. Nick agreed to schedule the next BT visit for Thursday as soon as the results came through – I was informed it would be no more than an hour or so. I indicated that an appointment at any time of day or night on Thursday would be acceptable to me to get the problem resolved, and that I expected a next day resolution.

Weds 12/8 I also insisted that Plusnet fund a wireless dongle so that after more than a week I am able to access the internet. I also request direct contact number to eliminate the totally unacceptable delays in contacting Plusnet. Plusnet decline to source and send me an internet dongle, but agree to refunding the cost up to 10MB. (I subsequently spend 2 hrs and drive 20 miles round trip attempting to locate a store that supplies these). Nick sends me a text message with his direct contact details for future dialogue. He also confirms that Michael will call me as I had requested. I do not receive any call.

Thurs 13/8 I waited all day for BT, but they did not show. I attempted to contact Nick on the number that he had given to me, but he was not answering. I therefore contacted Plusnet again with the usual 50 minute wait. I then discovered that Plusnet had not made any appointment with BT “because they did not know my availability!”– so Nick had failed to keep his promise to make the appointment when the BT result was posted – or to inform me if there was an issue. So once again there was a total failure and lack of accountability by Plusnet staff. I demanded to speak with Michael who was supposed to be responsible for managing the case, but was told he was not available. I was unable to obtain any logical explanation as to why I could Nick and Michael were unavailable or when they would be available. I concluded that Plusnet was deliberately ensuring that no person was held to account on this issue, and simple made baseless promises to placate angry customers. There was a total lack of commitment, integrity and accountability in this regard.

Thurs 13/8 I asked to speak with a senior manger and was put in contact with Richard. He agreed to my requests
(1) arrange a call back from his manager with the next 72 hours as I no longer believed or trusted any Plusnet commitments made or that he would able to resolve this matter for you.
(2) establish the whereabouts of Michael and why he failed to meet commitments to manage the issue and remained unavailable
3) Speak to Nick to find out why he didn't let me know that no engineer would be attending the property
None of these commitments were subsequently kept, and my questions regarding total lack of accountability and unkept promises remain unanswered.

I threatened to go in person to the Leeds office the following day as I felt that this was the only way I could achieve any commitment or ensure action to get the issue resolved in a timely manner and I requested the relevant people be made aware. Once again Plusnet attempted to block my actions and informed me that I would not get past security. It was at this point I realised that Plusnet did not have honourable intentions towards its customers, its organisation, systems and processes were completely flawed, and it was simply presenting a façade for BT and its own incompetence.

Thurs 13/8 BT appointment was confirmed for Fri 14/8 8 am – 1pm and for Plusnet Manager to call me at 1pm to confirm result or next actions.

Fri 14/8 The BT engineer attended and could not establish any fault in the house. He subsequently discovered a ‘disconnected wire’ in the exchange that was reported as the cause of the problem. The issue was resolved after about 3 hours.

The BT engineer that attended was exactly the same guy who attended on Wednesday and repeated the line test that had already been done a few days earlier, and who said that he could not do a broadband test. It transpires that the guy was capable and had the equipment to conduct a broadband test on Wednesday but did not have an instruction to do it! So BT are using a SAP works order system and do not allow their staff to take any decisions or use common sense. This means two visits instead of one (three if you count the duplicate line test visit) and a further 3 days of delay was incurred. The same guy that could only do a line test on Wednesday can now spend 3 hours to diagnose and resolve the broadband issu! The cost is therefore double and the cost to the customer wasting time and without a service is of course not even considered. Surely BT and Plusnet are having a laugh at their customer’s expense!

So after 11 days, 5 days waiting at homefor pointless or failed BT calls, and many hours waiting to get through on the phone to Plusnet, and much frustration, the issue is finally found to be a fault at the BT exchange that could have been checked on the first day! This is nothing short of total incompetence and total abuse and lack of respect for a customer’s time.

Fri 14/8 Plusnet called me to check that the fault is cleared. I also received text and email confirmation. I postponed a planned follow up call with Richard (who I was informed was unavailable on Fri 14/8) from Sat 15/8 to Mon 17/8 as I was not at home during the weekend. I indicated that I would be looking for substantial compensation not only to cover the period of the lost service and the wireless dongle, but also the 5 days of my wasted time and other costs. Plusnet indicated that they would only offer the charge during the period of down time and the dongle and possibly a couple of month’s service costs. I indicated that this would be totally unacceptable and would not in any way compensate me for the unpaid leave I had needed to take in order to get the issue resolved.

Mon 17/8 Richard called as agreed. I indicated my dissatisfaction and utter disgust at Plusnet’s service and performance (and also BT’s that I am well aware of). I informed Richard of cost of my 5 days of lost time / unpaid leave(more than £1000) and indicated that I expected a reasonable settlement in compensation. I also asked what his reaction and that of Plusnet management would be if a Plusnet employee needed to take 5 days of unpaid leave at short notice to deal with such a matter. Richard was unwilling to improve on the compensation offer proposed to me last Friday. I indicated that Richard suggested that I speak with a more senior Plusnet manager and arranged this for Tues 18/8

Tues 18/8 Andrew called me as agreed. I repeated the sorry story but he was unwilling to offer any realistic compensation beyond that already suggested. This call was therefore a further waste of my time and his. I had already indicated that I would not accept any compensation that did not at least in part compensate for the considerable losses that I had suffered.
Current status Plusnet have compensated me £2.56 for the days of service lost (in fact they even had the audacity to argue about and declined to pay for the 2 days between when the broadband failed and was reported, and did not pay for this!). The £24.99 for the internet wireless dongle (that did not work) has been refunded. I have initiated a social media campaign to inform and warn others of my experiences in the hope that they do not suffer the same consequences.

Beware of Plusnet!!

DiSHONEST RIP OFF MERCHANTS. These shysters lied to me when I took out the contract about how much it would cost to cancel the contract. Costing me £100. they also cancelled the my pending cancellation request, and created a new one so my cancellation would fall outside the minimum notification period required. no other word for it a bunch of crooks. AVOID. AVOID. AVOID.

To many stars, would prefer no stars!

I joined Plusnet in Aug 2010, at first they forgot to connect us..but after that was sorted things seemed to settle...they increased the limit as we needed...had family and friends join. Paid line rental saver... But in the last 12 mths it just became terrible, unable to use our Wifi, had to hard wire items to use service, streaming HD didn't happen, PS gaming, Xbox etc continually failed, headphone dropouts, gamers flickering all over game play.

After CS, just wouldn't read, or listen...I am now unable to speak, due to medical condition- internal bleeding/disability. Agents would CALL to discuss errors reported. Depsite being told I was unable to speak, as the account holder this became an issue.

Recorded Calls, provided evidence of this abhorrent behaviour. My direct debit mandates were cancelled, they requested or called to obtain cvc number on account card, supplied as secondary payment source.

Plusnet withheld refferal money, for friends who joined.

When we noticed the other devices and services in our cul de sec, BT was most common, when my hubby chatted with the neighbour with BT service..he was shown up to 10mb... When we were unable to get 2mb.

Plusnet started to get shirty, when I requested increase in gain, or investigating the local exchange. Left rude kurt message on my message answer machine, declaring I was getting best service options in my area. Now being rural, was the issue.

I got a MAC code in April and assessed ALL options, making it very very clear I was leaving after 5 years!

On May 2 2015, it was agreed I would leave Plusnet without consquence on 19th May 2015. My unused services would be refunded. As agreed by CEO office and Excecutive Relations.

However, as of 2 May 2015, Plusnet issued me with bill for £86 early termination, as well as £30 charge. As Plusnet had finally removed international calling, I had repeatedly requested it removed from my plan since September of year before! I was told to do this online, but that would modify my plan, in adverse way. So, when they removed international calling, they set my account up on new 12 mth telephone contract!

I rasied incidents and asked why? Was ignored, but payment continually demanded. Chat refused to action anything... I was asked repeatedly to call.

Then 13th May (6 days before switchover), All broadband services ceased at 21:30hrs? My hubby tried to contact CS, no answer in phone queue for 34mins.

When contacted Plusnet revealed the provider tag was removed and there was nothing to do but refund my monthly payment taken from my bank 11th May 2015.... Now Aug 2015 and still no refund. Also, until new provider tag was fitted I was without Broadband, so was unable to pay my employee online, couldn't use Netflix, Amazon or SkyNow or any digital service? And importantly unable to order prescriptions, medications or groceries.

I did raise issues with OFCOM, whom devolved the Plusnet responsibility to myself and allowed 5 days for them to contact me. They FAILED, Then again until I was referred to CISAS.

I supplied evidence and my version, Plusnet Provided theirs... The adjudication ruled in my favour and Awarded £150.00 plus refund of payment from 20th May to 1st June at rate £1.03.

PLUSNET FAILED THEIR DUTY OF CARE. Calls made by my carers, were ignored as PLUSNET insisted I verbally give approval to discuss my account with carers or husband!

The cheque arrived early Aug as instructed by Adjudictor.

However, the 13th - 20th May is still outstsanding and will be filing online with HMCS, against Plusnet. As well as publicly making recordings of calls to and from Plusnet available.

Plusnet runs on oldest tech available to provide service, it cannot compare to newer services, and depsite overseas callcentres, chat options are available with my New provider.

The problems Plusnet have, are ignored repeatedly.

Only wish we did have to use stars to rate, as Plusnet deserve none.

Misled by Price Rises and Cancellation Option

I have been a customer of Plusnet for less than a year.

I received an email from them informing me that the line rental costs would be going up in September, but they offered me the option to leave early without incurring early termination fees.

I exercised my option to leave and all seemed fine until a few weeks later, I received an email informing me that my line rental, which was paid up front would not be refunded.

I was surprised by this because the tone of their email to me suggested that I could leave penalty free as a result of their price rises. The Plusnet call centre agent went through the costs of leaving early and then went on to say that I would not be liable for the cost as I was leaving because of the price rise. He did not mention the line rental and I can see why now - Plusnet clearly wanted to use it as a stealth penalty for leaving early.

Very disappointed with this company, which claims to have great customer service. It turns out that they hide behind their T&Cs and do not give you the whole picture.

I will not be letting my friends, colleagues and family know what this company have done and I will not be using them again.

I feel cheated and used.

Don't ever make the mistake of going Plusnet. It has the worst broadband. The connection cuts off multiple times in the day (actually uncountable), the download speed is poor, customer service is poor. I've ended up paying more for my 4g phone data plan because of the poor service. Even with an extention there's no amplified signal. Heck the extention (even though connected) has never worked.
They're going backwards-Sometimes it feels like dial up days fiddling with wires to get a connection, waiting forever to get something.
If you're considering it best advice don't.

Avoid like the plague. Kept on hold for average of 30 mins for every call. Three engineer visits booked but failed to turn up. When you ring to check that engineer is on his way your told they can not check until 6pm. When it gets to 6 pm they tell you they will contact open reach to find out why it was a no show. Next thing call from an Indian call centre to book yet another appointment and the cycle starts again! No one takes ownership and the complaint procedure is laughable.

Left a bad review previously but it was actually down to the by engineer not letting me know had connected my fibre and didn't need to call round.. Saying that the first advisor I spoke to was rude and uninterested but the second advisor was brilliant.. The speed and reliability of the broadband so far is excellent so I would recommend as value for money as it's by far the cheapest deal around. Just hope you get lucky with the advisor if you need to contact them.