Plusnet Home Broadband Reviews

Does what it says on the can. I am an IT professional and this is the supplier of choice for most of my colleagues. Why? Well everything can go wrong and it is how you put it right that matters.

Been with Plusnet for 3 years, getting it FREE for 12 months after an easy haggle at renewal! Customer service is the best, any problem been resolved quickly, can't fault this company. Is there another Plusnet that's getting these bad reviews, because my experience could not be better.

I signed up to Plusnet a month ago. They screwed up the landline transfer with BT unplugging my line from th cabinet a week prior to handover. The broadband went ok once I got BT to plug the line back in. Now Plusnet have sent me an email about my first direct debit - charging me twice for landline. Apparently they can't correct it until it's gone through... yeah, right. Will I ever get my money back?! I would NOT recommend this company, they are about as efficient as their parent company BT.

Awful. Following a house move and cancellation I was bombarded with emails and calls regarding my now cancelled direct debit despite having been informed that nothing was owing on the account. I was then sold or rather missold an all inclusive package but had to commit to a two year contract. The landline qas installed fine, broadband a week late, both my wife and I work from home, no apology no compensation. Prices have continued to rise despite being sold a 'won't change' package, was advised that if exchange upgraded then we would automatically be upgraded too - this did not happen. Received an email advising of changes in charges and able to terminate with no fees, did this today only to receive email advising of termination charge - unbelievable, but no surprise. Surely this has to be THE WORST provider out there

I have been a customer of plus net for 3 and a half years now. Every year there seems to have been some form of issue. Ok, i understand problems can occur and no provider is excellent! but how much do you tolerate? is the question.

1st year: Absolutely fine, tremendous speeds, overall good experience.

2nd year: Things are starting to get a little bad now. Loss of connection, red lights constantly on the router over a period of time. I ring customer service up, the bloke who then tells me to open up the telephone socket and make sure wiring is intact. Absoutely SHOCKING!.. For starters how do you know i'm somebody that's even able to do such a task? (luckily for him, i run my own maintenance business, so i do have know how) but that's beside the point.

Moving on!

I get told to do all the basic tasks, switch on and off, make sure cable's aren't unplugged and etc. I then persuade him to send out an engineer. Engineer finally turns up after 5-days and in the mean time i get a lovely email from plus net, telling me if the fault is within my telephone line, inside my home, i will be charge £56+ VAT for a call out. Very upsetting if you ask me!

Engineer now arrives (a complete noob!) His interests are only to why i have more than 1 master telephone socket in my home and this is the reason to why i'm having problems. I then briefly explained to him, we've had broadband in our home for the last 11-12 years, we've never had such an issue with the sockets, and i don't believe these are causing the problem, we operated a small home business a long time ago, that's there reason for being there.

At this stage he refused to check any further, unless i allowed him to disconnect every telephone socket and leave only 1! very very poor workmanship from somebody who classes himself as a BT engineer!

Upon doing whatever checks necessary, he then realised the router itself was faulty! After ruining all my sockets in the home. Replaced the router and also tried to give me some cobblers by telling me he did a "line reset" which was required to fix a fault also.

3rd year: Nothing but connection problems, smart TV is constantly buffering for connection, I phones are loosing wifi signal, cannot watch a 2min vid clip of youtube without it buffering, yet again!

i check there website for Service status and see a maintenance list come up of all the area's effect. My town (East of lon) wasn't even in the list and yet i was suffering tremendously! few day's later i'm now getting an email of PRICE INCREASES! lol! what a joke!

The speed plus net claim to give you is never even close when you do a broadband speed check. There suggested speed is calculated over a monday morning 9am schedule. Not busy periods

So people this is my story, for those searching for a broadband service i strongly recommend you look elsewhere and think twice!

We've had issues with PlusNet for over three long years. The contract came up for renewal and after many discussions with PlusNet I told them I would not renew unless they could promise they would sort out my problems. Reassured things would be fixed I stupidly renewed for another two years. Our telephone line crackles so badly we use our mobiles and the broadband drops off. Usually after it's been raining. Eventually a few weeks ago an engineer was sent out. I knew our line from the telephone pole is fine as an engineer working on the one outside our home was working on it, and he checked for me. We told customer services we didn't want to be charged for him coming out, and kicked up a fuss about it.The engineer said there was no fault on the line and changed the telephone socket which was very old. He informed my wife the problem was fixed. A week later PlusNet texted me and told me that after monitoring the line and connection that there was a fault and they would send out another engineer. When they contacted me, again by text they said an engineer would be visiting when nobody would be home, so I rang PlusNet to reschedule. Customer services said there was no problem with the line. 'Really?' I queried. The telephone line is now buzzing and the broadband is dropping off either after one, eight or twenty minutes usage. I was given online a colourful chart showing my broadband was working, curiously though I was logging on and off at several minute intervals. I told PlusNet this was where the broadband was dropping off and starting but they won't believe me. I've now kept a diary which they'll be receiving. They are in breach of contract as I'm paying for something I'm not receiving. I feel I'm locked into something and now PlusNet have my money they really do not care about their poor service.

ONE STAR IS FA A A A R TOO MUCH

---2015-7-08---
Called them to complain...AGAIN... about their useless ISP service...

Call lasted 37m41s on my cellphone!...

RESULTS!... TOTAL WASTE OF TIME!...

Called a couple of times in the past few months...
Expected call waiting time is ALWAYS at least 15m...
I believe it is kept at this so people will just not waste their valuable time waiting for them to answer... (crafty plan?)

Then they ask you you a tring of annoying questions
"Just to justify they are speaking to complainer!!"
Yes I am spending 31minutes 41seconds mobile time because... well I've got nothing better to do...(while my ISP is not working)

Then they make me go through all the technical connecting, disconnecting, changing routers and telling me to move my original router to the main telephone box to check it there (which would involve a lot of office furniture moving)
and if I don't and they find a wire fault somewhere...
I WILL HAVE TO PAY THE CALL OUT!!...

THEY told me, about 2 months ago to move it in the first place...(didn't offer to pay me for my time and professional services)...

WHAT THE HECK DO I PAY A MONTHLY SUBSCRIPTION FOR!???...

I signed a contract stating that I would pay Plusnet a certain fee each month if they supply me with uninterrupted bandwidth 24 hours a day for each day of the month...

I am paying... FACT!
Plusnet is NOT SUPPLYING!... FACT!
"Breach Of Contract"... I certainly think so!...

Tried to move home and take Plus Net with me. Contacted them with plenty of notice and was told it'd be installed in new home just a week after I moved in. Ok, a bit longer than I'd hoped but fair enough. Then something went wrong - 'the order wasn't built correctly'. So there would be a delay from July 3 to July 7. Annoying, but ok. Had to call them for an unrelated issue so thought would check if was still on for 7th. Apparently not (not that they'd bothered to tell me). Would now be the 10th but they'd call back to confirm. no call. I contacted again on June 6 - he would look into it and get back to me - he didn't. I rang again on July 8 - now looking at July 17 for earliest. Again, only found this out because I rang. Asked how much it would be to contact - as I'd signed up to a new contract would be over £200 to cancel, even though they're not actually providing me with any service. A joke. Very tempted to cut my losses and pay the money the customer service has been that bad. Happy to provide you with my user name plus net if you want to leave a reply, though i'm sure i'll just get a generic, we're doing all we can message.

I am another one of the many customers who have not had my Internet connected yet, despite having signed up over 6 weeks ago. My service is still not connected and customer services have failed to contact me about this issue to resolve it. Currently out of pocket massively as I'm still using my mobile data at great expense. To sum up this company I'd have to say they are a complete bunch of scumbags who deserve to die of cancer, and all of their children too..... Just so there is not another generation to carry on this legalised robbery of our time and hard-earned cash. They are scum, and nobody has closed them yet. This robbery on a massive scale is still being allowed. Shame on you Ofcom for not addressing this and allowing us customers to be dragged through this ordeal.

I SUCESSFULLY SUED PLUSNET/BT IN MY LOCAL COUNTY COURT !

In February 2014 I contacted PLUSNET to install a phone line & supply a modem & broadband at the new house I was moving to, I paid them £72.98, I received confirmation of my order (a contract ?)in the post the following day & 2 appointments were booked for a month later for the work to be done. I moved to my new house & waited, I took 11 hours off work unpaid to be at home for the BT Openreach engineers, but no one turned up, I tried to contact PLUSNET on my mobile several times only to be told I was in a queue & had to wait over 40 minutes, I also tried to contact them by using the local call box - again I was in a queue & would have to wait over 50 minutes. I wrote to PLUSNET to complain & demanded my £72.98 back plus my lost salary circa £400 including compensation for breach of contract & explicitly gave them 14 days to comply or I would take them to the small claims court, their response was to offer me a miserly £25 for my inconvenience & my money back if I formally asked for it, "HOW OUTRAGOUS!" So of course I made a claim through MYCOL the online small claims service, I offered mediation & waited for their response, NOTHING for approximately 12 months ! so a hearing date was set & surprise surprise I start to get phone calls & an offer in writing of £150 to settle this time from BT LEGAL. I now know that PLUSNET in their incompetence failed to book the 2 appointments with their parent company BT OPENREACH thus wasting my time & causing my financial loss. The case was heard on 03/07/2015, PLUSNET/BT didn't even bother to attend simply sending a letter, I had a very thorough, & severe but legally professional examination of my claim & my evidence by the justice (I'm not going to mention his name) my award was just shy of £300 & they have until the 25th of July to pay. I shall keep you informed. I would urge anyone who has issues with utility companies be it water/gas/electricity or telecoms to do as I did & use the small claims court – that is what it is there for ! At the time of writing this BT have 5 CCJ’s against them dating back to 2011 (& now 6 with mine) this company & its subsidiaries simply don’t care if they break civil law – it’s time we ALL complain & use the courts to get justice.
Eriko.

Switched from Sky last year. with sky I had a 12meg connection, since switching I had 8-9 meg, as with others my connection was constantly dropping and had to reboot the Plusnet modem every time to rectify the issue. I have worked in IT for the last 15 years and spoke to PlusNet on numerous occasions and explained it is a problem with the Modem/router, every single time they did a line test and fobbed me off saying it was a wirless issue even thought i`m using wirless and RJ45 network cables from diffrent pcs. In the end i gave up with plus net support and dug out one of my old Routers a Netgear DGN2200 and since I replaced the Plusnet pile of ****, im getting 11.3 meg and no drop outs at all. Plusnet support are the worst I have had to deal with.

Don't ever get plus net, completely trash, seriously. ending my contract asap,

The connection plays up so often, i'm more supprised if it runs smoothly.

Absolutely the worst customer service, broadband speed and reliability I have ever encountered. Avoid them like the plague!

absolutely disgusting, we have been waiting since October to get connected it is now July and we have been paying them since October, they keep saying update next month think they are just messing us about taking our money

Until now I thought AOL was the worst broadband supplier but Plusnet beats them hands down.

Joined Plusnet in January 2015 and had nothing but problems noisy phone line and broadband connection problems, customer service is none existent, staff are argumentative and rude and tell you any old lies, the truth is Plusnet are rubbish and they known this for a fact, they will fob you off and try to make extra charges for reporting faults, I have caught them out lying so many time I have lost count, I cannot wait until my contract is up, I have already made two complaint to Ofcom and will be making a third today.

I advice to any one thinking of joining Plusnet is don’t and avoid Plusnet like the plague they will leave you in a world of anguish and woe.

4 months into a 12 month contract and i wish i could get away from this dreadful company. Having had broadband service without problems for over 12 years i had a brain f**t on leaving Tesco because i listened to friends telling me how bad TalkTalk was do i wish now i had stayed oh yes i do. Whatever you do please please do not join this awful company and its complete lack of any service currently my 2 tablets are at the side of the router but cant see it yet can see many other routers up to 500 yards away!

If I could give negative stars I would. I ordered their unlimited fibre, got a date for the engineer to call. No engineer turned up as the order hadn't gone onto their system. Somehow. So they order it again. This time the engineer date is booked (another two weeks to wait). To cut a very long, angry, frustrating story short, they ended up suspending my order, cancelling my current subscription with my provider (without my permission) and now I'm in limbo without phone or broadband for at least 10 working days. Only sign up with Plusnet if you want an experience and disruption from hell.

Plusnet are absolutely awful, constant drop outs and slow speeds. No help beyond "have you tried resetting the router?" from customer service. Will change internet service provider as soon as I can. Please, I urge anyone to stay away from them.

Had been with Plusnet BBand for several years without issue but a few months ago speeds fell : often < 2Mbps and sometimes < 05Mbps. Took 27hours for my son to download a game! I bought a new router and recently had 2 engineer visits. Still no commitment (dates or actions)to fix my issue or offer ADSL2 despite competitors offering it from the same junction box. Going to test my luck with another provider - couldn't be any worse! Where is fibre optic - it's 2015 !!!

PLEASE BE AWARE:

I've given Plusnet over a year to resolve my issues- they still have not.

They have been given information from an engineer confirming there are hardware issues external to my house- despite this they persist in telling me I have "wifi issues".

Now they lie and tell me I have an outstanding balance - there is no outstanding bill on my account - and they cut my services. Within one week they send me a letter informing me that "as a result of the outstanding balance your account has been de-activated".
I'm sure this cannot be related to the complaint I logged with CISAS, surely?

I have told them I will pay this erroneous bill, under duress, if it existed. It does not exist and I cannot pay a bill that does not exist- there is no outstanding bill showing on my online account even though I have asked them twice to create such a bill and I will immediately pay.

It has been suggested to me that they just want to cancel my services with you rather than complete the necessary work on your own hardware, surely not.

It took emails to the CEO and a complaint to CISAS to even get them to engage with me.

I write this as a warning to others.