Plusnet Home Broadband Reviews

PlusNet's customer service is quite simply one of the worst I have had the misfortune to encounter.

Our internet drops constantly. They tested this and needed to send an engineer. They can only give appointments for blocks of time so 8:00-13:00 or 13:00-18:00. We booked an appointment and the engineer never turned up. They did say that if we weren't there and the engineer missed us they would charge us £50, however, the arrangement isn't reciprocated. PlusNet then said somebody would contact us within 48 hours. I suspect that they aren't working on the same 24 hour clock that the rest of us are working on because 4 days later and still we wait and still we have service that is not fit for purpose.

When you ring up you have to make sure you have an hour as you just hang on the phone for ages.

They are cheap but you pay for what you get and they are appalling. Seriously don't go with PlusNet. Pay a little more and get a quality provider.

How do Plusnet get the good reviews!??? Waited 3weeks for fibre installing, then a no-show on the day, no call, no email. Waited 27 mins for customer service to answer to rearrange a day to be told by a rude adviser who sounded like he really didn't want to be there, that I needed to speak to "support" and its a 60min wait time. Wow great start, come back bt all is forgiven

The service I have received from Plusnet has been a complete joke up to this point. I have been been waiting for 2 and a half months for them to fit the phone line and/or confirm a date for it (although the money for this was taken up front).
The customer service advisors I have dealt with up to this point have yet to provide any guidance or help on the matter. If I could offer no stars I would. Avoid this company at all costs

All the time your service is working Plusnet are great but once I tried to upgrade to FTTP the problems started. I've been waiting for 3 months now and nothing works the Customer Service reps never call back and when calling them expect an hour wait before your call is answered, then follow that up with the standard response that there aren't any managers you can speak to - Plusnet couldn't give a damn once they have you on a contract, my advice is to stay well clear!

AWFUL! customer service they will put you on phone for 1 hour to hold then asking u same questions again! Disgusting

My area offers a maximum of 8 mbps, so I have been content with Plusnet's 6 mbps. For the past few weeks my speed has been a constant 0.94mbps for no accountable reason. A lengthy phone call resulted in a line check which was deemed OK. A second lengthy wait gave the promise of a "line re-set" which would "take a few days to settle down." A brush-off if ever there was one.
A travesty, the claims that Yorkshire lout makes on TV!

I have been with plusnet for 3 years, the first two were fine.
The last year has been god awful.
Internet gone down 4 times, for long stretches. Woeful customer service, average wait times of 30 mins at any time of the day. Something has happened to the company in the last year, before I would recommend them now I would warn anyone against signing up. terrible terrible experience this last year.

Despite not downloading any films or large documents we are constantly running out of our "allowance" despite the claim on the TV that its unlimited.
Tried to get in touch to complain, the wait for an operative is 15minutes - abismal

Awful experience . Business package , two weeks without Internet ( destroying, as we are an internet based company) 4 engineers didn't turn up. Complete nightmare. Was give a six pound refund. What an insult after all the cock ups and over £5000 lost revenue . No apology - appalling , disgusting - don't touch.

Plusnet has one of the worst customer service in UK: loong waiting, no email communication, no postal. Whilst it provides an average service at a good price. So if you never ever need to call them (or if you have hours to spend on the phone), it is fine.

Waiting 45 minutes to get through to their customer service. Is this for real!

Just straight up rubbish simple as that
No net for a week now since they "fixed" the problem on our line, not able to book me an engineer. Lied to us, spent over 5 hours on hold since last Thursday. Useless

Disaster from start to finish. Automatic order processing didn't process the order. When chased to find out what was happening (very long wait on all call times), was advised that order hadn't been placed but could be done manually after another two week wait. On appointed day when nothing happened and engineer hadn't turned up- another series of hanging on the phone chasing. This time advised order had been rejected - but notification to me. As a result lost my existing line and broadband. Sky subsequently resurrected my line and broadband for me. Wouldn't recommend Plusnet to my worst enemy

I am most disappointed – long waits for downloads???
Promised finer within the year? No sign? Service has been poor over the last month in particular.
when calling lengthy waiting time on premium rates - I would like out for such poor service. Maybe they can offer better - but its not good! Could do better/

Recently tried to switch from BT, and was told everything would be switched over around 2 weeks later. 2 weeks later I had heard nothing, so I gave them a call. The phone line was then activated fairly quickly, but following this I was fed constant lies about when the broadband would become active. It is now approaching 4 weeks since the initial order and the broadband is still not active. I just keep getting told that their suppliers have problems etc etc. One of the worst companies I have ever dealt with, avoid.

After 12 months nothing but constant drop outs and disconnects. I worked out the Modem/Router they supplied was faulty. I have contacted support 4 times in the past 12 months and every time they refused to swap it saying no fault found. In the end I purchased a NetGear Router myself and surprise surprise it fixed all my problems. So as my contract is up im moving back to Sky where i was getting 13 Meg not 10-8 Meg i got from Plusnet.

I choose PlusNet because they were supposed to have outstanding customer service. Well as good as you can get for an ISP. I have had nothing but problems with their CS team if you can call it that.

The online department are rude, waiting times to get through on the phone are ridiculous.

They take a payment from the wrong month and then punish me because of their mistakes. They even own up to it being their mistake and then still charge me the admin fees.

Now i know when i choose an ISP to pick the cheapest because good CS does not happen with an ISP.

I just hope this get out of jail free card in September is not a myth because i just want to leave and another 14 months of dealing with them is something i wouldn't wish on my worst enemy.

The worst part is its all over a 5er which is not alot at all but why should i pay for their mistakes.

The speeds have been great but the speeds would be the same with any ISP seen as they use the same lines. I wish i just stuck with TalkTalk atleast i know their CS team is awful.

AVOID IF YOU CAN

Appalling experience. Left without broadband for 2 weeks after the engineer cancelled last minute. Then lost my old phone number from my old house as they failed to follow procedure. Nightmare experience. Sales team tells you all sorts but delivers none of it.

worst internet provider , had at least 30 dropped connections a day , complained they then slowed my broadband speed to 186kbps by changing settings , now when i complain about speed they ignore me . my advice go elsewhere

Called to esolve an issue. A lkong waiting time of 15 minutes, but once sorted really helpful and kind staff.