Plusnet Home Broadband Reviews

Awful! unreliable service. terrible customer service. spent hours and hours on the trying to get in touch with support. When finally succeeded, received very poor service. had to spend several days at home from work for technicians visits that did not solve the problems. tried to cancel service and switch to a more reliable provider. Had to spend hour on the phone to make it happen and received rude and unreliable service throughout. Stay away from Plusnet!!!

Me leaving a review says something as I usually don't bother with leaving reviews if I was slightly unsatisfied. However, Plusnet has been so incredibly awful that I just had to give my two cents. I booked plus net as I heard some good things about them. They charge a £50 installation but claim £50 cash back so thought that would be taken off straight away. My total bill was £75 and when I paid I waited for an email about the cash back. No email, so I called them. Was put on hold for about 1.5 hours to eventually speak to someone that couldn't handle me being slightly annoyed about my experience so far. He was quite rude but did cancel my subscription in the end as I had enough at that point. He guaranteed that I would not be charged for the £75. 2 days later, £75 came out of my account. I called them again, again put on hold for nearly an hour. The guy that answered didn't even give me a chance to say anything, was extremely rude from the start, interrupted me,... It's obvious that he had been complained at by other customers all morning, but I hadn't even complained about anything, I just asked about my charge. People like that should not be put on customer service. I wish I could make a complaint about just the guy individually but I don't want to be put on hold for another hour. Worst company ever!!!! Ended up going with Sky, as they seem way more reliable. Moving house is already so stressful, i really don't need a bunch of rude guys making it hard to just get broadband connected. Awful.

plusnet dont even deserve single stars. service from start to finish was dreadful. keep me waiting 3 months to set up broadband and phone with countless excuses. broadband speed was never over 2mb. countless months of incorrect billing. and never keeping me informed of progress of problems. and if they didbother it was a feeble text even after being reassured i could speak to a person!! No matter what day or time you called the wait time was always 15minutes!!! So glad when contract ended. however getting refunded money owed to me was just as stressful. I Will never recommend them to anyone! They do not deserve their 'Which'award for customer service.

Sadly, i have to write a damming review of Plusnet for their home broadband service and quality.
You could not make it up as to the poor servcie levels i have experienced and are still experiencing.
After nearly 2 weeks of a disrupted service I am no further forward.
Just finding their customer service telephone number (when you've not got an internet connection) is a massive headache.
I had to personally wait over an hour to get through and they apologised saying they are trying to recruit more staff !
My wife waited in for 6 hopurs and their Engineers did not even turn up.
After tryign the live chat for 45 minutes i still made no progress, other than we'll call you.
So i am left with no internet and no answers from Plusnet as to when they will fix the problem.
As soon as i am out of this contract i shall change provider, even if it costs me more money per month.
Plusnet are simply very poor, especially when things go wrong.

Avoid like the plague! Non existent customer services. Don't have anything to do with them

Many talks re. internet dropping --sometimes 6+ times a day --never resolved---they just want to send someone out for a hefty fee.Can't wait to leave them

My 75 year old mother was in hospital for 14 weeks. When she came out her plusnet phone had been cut off. Her community alarm is linked to her phone line so it needed to be reconnected urgently. I phoned plusnet 3 times and was kept on hold for between 25 and 45 mins each time before I spoke to an advisor. It took 3 calls to finally get the phone reconnected. We thought everything was okay until 4 days later we tried the Internet and found it had been blocked. It took another 2 calls with long holds each time and after another 2 hours we finally got the Internet reconnected. This was apalling customer service to a 75 year old terminally ill woman. Plusnet you should be ashamed!!

My 75 year old terminally ill mother had the misfortune to have plusnet. She was in hospital for 3 and a half months and her phone and broadband was cut off due to non payment. We contacted them 3 times the first day she came out of hospital to reinstate her service. Each call took over 25 minutes. We made a payment and the block was lifted off the phone. Her community help alarm uses the phone line so it literally be life or death to her. 4 days later we logged onto her Internet and found that was still blocked it took 2 more 30 min phone calls and another payment (in advance) to lift that block. Throughout the phone calls the phones were not answered for between 25 and 45 minutes. The staff were rude and unhelpful (especially Megan McKay) were was particularly unhelpful and inflexible. My mum wanted to cancel the contract with them and was told it would be £226.59! Disgusting!!

Have been using them (fibre) for almost a year now. Actual speed not exactly what they originally promised but still satisfactory (around 35 MBPS download) and it has been reasonably constant throughout the period

Sales pitch was all promises but sadly no trousers. Minimum calls service time of 30 minutes on hold , no call back option and then frankly inept levels pf help when you do get through.go sky.

Customer service is diabolical. It's easier to get blood out of a stone than to get to talk to someone who can help with any issues. It's like if you have any problems, you are on your own. The 'instant online chat' where the say they will be with you shortly, I was put in a queue of 13. An hour later, still no contact, so I refreshed the chat. Then I was in a queue of 21. When I had no broadband for nearly a whole day on seperate occasions, they wernt apologetic, I still had to pay full whack for a service I wasnt getting, and when I cancelled my DD, i ended paying more

50 minutes on hold and still waiting

I am having to use my sisters computer to lodge this review as I have been without internet access for 3 weeks now! I only joined Plusnet in June and I am not impressed. Some of the excuses I have been told is that the fault would be repaired by Monday! Monday came and went twice and still no broadband! Its an outreach problem and out of Plusnets hands! Each time I call, I am on the phone for 30 minutes or more and life is just too short so I have cancelled my direct debit and they can get in touch with me now.
Cheddington
LU7 0RN

BY FAR THE WORST PROVIDER AND CUSTOMER SERVICE I CAME ACROSS!!

They are always trying to make it look like it's your fault. Engineer came to my house but didn't even install the required fibre socket.
They are telling me I could do this myself. Apparently I don't need an engineer to install it yet I was charged over £50 for the engineer ( Apparently he did some work outside the house in the cabinet) didn't even come to my house to install anything.
Spoke to them about 10 times in a month, they give me different advise everytime.

I'm just cancelling my service with them now.

I WOULDN'T RECOMMEND FOR ANYONE TO GO WITH PLUSNET.
They will NOT do you proud!

I am typing this in my iPhone as the pliant connection has gone down again. I regret having signed with plusnet. I signed for up to 38MB. Service is often below 6MB. Even when it is in the 30MB range - rare but possible - the latency means it can take 10 seconds to load a webpage. It takes around 30 mins to get through to their customer service, they don't accept notification by email, and the customer service is terrible. At various points they tried to make me call them whenever the connection was slow so they could verify that (ridiculous given it takes c30 mins to get through), refused to do anything to sort their installation and equipment until I could find a PC with Ethernet to plug in (use Mac which doesn't have one). Over ten calls, repeated attempts to escalate and three months of low speed frequently dropping connection later, they refused to let me terminate for their breach of contract and said they would make me pay for the remainder of the year, because they hadn't been given a chance to rectify the fault. I'm about to escalate to offcom. Connection remains terrible, I have wasted 20 hours trying to sort out the connection, and no end in sight. Stay away from plusnet - I'm prepared to and may have to litigate to get out of this. Don't fall into a similar trap!

The wait times for support are always at least 15 to 30 minutes. Totally unacceptable. Router is as basic as you can get with limited range.

Totally crap - even emails to the CEO do not get acknowledged. I have ditched them and became a customer of super efficient BT Infinity today. The Plusnet TV ad is a total con. My bill has gone up three times without me being told

Recently broadband speed has dropped.technical not interested just giving excuses.wanted £46.00 for new router as current one was dropping out on uploads

Been with plusnet on and off since the golden years of dial up. Since bt took them over the service has gone downhill. Never again

Signed up for phone & broadband after mooving from talk talk as comparison site said was cheaper. BIG mistake. Talk talk has unlimited minutes and plus net do not. Charge a fortune if you go over you limit. Was offered 100 amazon vouchers when joining. Never came and just spent 20 minutes on hold to be told they would get back to me.