Plusnet Home Broadband Reviews

Don't believe the service hype, it is rubbish. 45 min wait for an answer each time, didn't send router in time, wrong information, faulty router when it did arrive, no back up. The advertising standards agency should shut them down.

I've just switched my fibre broadband to Plusnet and I must say it all went very smoothly and am switched over with no hitches in 6 days from the time I placed my order early one evening.
I found the Plusnet webchat support very helpful for a few questions I had and I didn't have to wait long to "chat" to someone. Additionally I found the communication from Plusnet excellent.
Too early to comment on broadband speed but so far so good!
I nearly didn't go with Plusnet having read the bad reviews on various websites, but since people with bad experiences are more likely to review than satisfied customers, I decided to go ahead anyway - and I've been very pleasantly surprised ....so far.

Would liked to have put lower scores but couldn't. It took 3 weeks for them to even get my phone line on after taking over and then told I have to have a temp tel. number until they can get my old number. Internet has just been activated nearly 1 month from sign up date and I am using neighbours to write this as its un usable as so slow. Signed up for fibre but on ADSL. Engineer failed to arrive on 3 occasions, and I waited in. Fed up with being lied too or not being called back. I would advise everyone to lick yourself in the head before signing up with plusnet. I am going to cancel and go back to my old provider. Oh and did I mention quickest time to answer phone was 29 minutes.

Very poor customer service. Wait times on phone never less that 20 min. The customer service staff raise questions but no action is ever taken. You call back to chase. Another 20 mins (at least) on hold. They raise another question. And so on. I should have stuck with SKY. Plus Net, for unknown reasons, cancelled my phone line so I also lost internet. This was after having been with them for 3 weeks. No one can tell me why they took this action. Have been without broadband and landline for two weeks. Spent over 4 hours over the past two days trying to get someone in Plus Net to own my problem. Hopeless. Do not go with Plus Net.

Agree with many reviewers here, Broadband got worse over the last year, dropped every evening about 8.30. I tried to change but they did something weird to the line before the agreed date so that BT couldn't pick it up again for 11 days. Plusnet said they could restore it within 2 days and gave me a great deal. I have been without BBand for 10 days now anyway so I should have waited and given BT a chance. Customer service is a joke, they just pass you round from team to team of scripted morons, having waited on the phone for 30 mins with irritating music. They don't value their customers. To be fair if you ring their tech support line at about 6.45 a.m. you tend to get someone sensible, if powerless, and they try to goad the account teams into the correct action. To quote their engineer, "this place is full of idiots". I'm giving them 24 hours before I cancel the lot and go back to pigeon post.

After trying to switch from sky we were asked for an up front payment and given a date. 1 month and 2 Un used dates we still haven'the gotten our package. They did however take over our phone line stopping sky from giving us our previous service. We are still with sky hut need to wait for new line to be fitted. I'm currently doing gcse exams and am suffering from bad stress problems and this hasn'the helped. The Internet was the only thing that calmed me. Thanks ass holes.

After reading many good reviews about PlusNet I just want to share some concerns I have about them. 1. Total inability to transfer our original telephone number across from our old supplier despite numerous assurances causing loads of inconvenience, upset and time wasting 2. Their router completely crashed my Macbook. Took weeks to realize it was their router doing it. Poor effort PlusNet, unimpressed.

PlusNet are rubbish, Router did not arrive installation date did not happen. lame explanation of no email confirmation of order. not at all happy with PlusNet I do not know why I am leaving Talktalk????
I think PlusNet are overwhelmed with orders and struggling to keep up but its the customers who suffer,

Poor unreliable slow service with difficult to contact and robotic customer service agents. Would give zero stars if an option. Transferred to Plusnet BB 3 months ago. 3 faults since each lasting several days. No BB faults in previous 11 years with BT using same exchane and line. Awaiting new router, due in several days BEFORE they will consider sending an engineer. AVOID this provider.

it was ok while we where with them,didnt reach the promised broadband speed ... but as i left i still was charged for another 6 months and i went threw the hell trying to get my money back!

I usually switch utilities/insurances etc on an annual basis in order to ensure that I am getting the best deal. However I have now been with Plusnet for 4 years.

Previously, I was with Talk Talk (big mistake!) and switched due to poor connectivity and customer service. Plusnet haven't disappointed me yet.

Considering we are in a rural area and at the end of the exchange, the internet speed is fairly good. In the four years we have been with Plusnet we haven't had any issues *touch wood.*

Their prices are excellent. I'm super happy because they are honest. Out fo the blue I recieved an 80pound cheque as the prices had been lowered in our area (I didn't even know) and they had been charging us the old price. They could have kept this quiet and I would have been none the wiser, however instead they were honest and acted with integrity and gave me a cheque for the difference.

Overally I'd thoroughly recommend Plusnet.

They took all my details for a new connection. Received nothing so after a few days contacted them and they have no record of the sale. Went to them for their supposed excellent service, but they are clearly a joke outfit like the rest

They don't accept email.
I've been off for about six weeks this year so far.
They apparently cannot remotely diagnose a fault with the modem they supply, and left me to discover that this was the fault lately. I thus was at the mercy of the £85 charge for BT outreach to enter muy home and diagnose my modem.
I have to ring them now (and wait however long that takes) to get a MAC code.
After 8 years, most of them fine, I'd say they are now dreadful.

My broadband service was switched early, not on the specified day.
I was left with no service for six days as the plusnet router took six days to arrive (not two or three as indicated by plusnet).
Spent 30 mins in a queue to contact customer service.
When the router arrived it had been locked to another user name. there were no instructions in the manual to change the user name. which meant another 30 mins in a phone queue waiting to speak to customer service. Total time spent on phone to customer service before successful connection was 70 mins. Very very poor customer service, slightly cheaper but I wish I had stayed with EE.
Download/upload speed is exactly the same.

Please dont waste your time, with plusnet, it is a shambles, and a bunch of lairs in customer services.

If I could I would give this terrible company 1 star, but unfortunately it's not possible.

After experiencing connection problems me and my partner decided to upgrade to Plusnet Fibre. And this is where the fun started. At the begging of may they arranged an engineer to come at our place. We were told that he will be be there from 8-13. Since both of us work 9-18 my partner had to take a half day off. Around 12 engineer called to say that he won't be able to come in as the line is still owned by BT. At this point we were quite understanding.

So the appointment was rescheduled for 02/06 8-13. This time I asked my employer if I could work from home. When I woke up I discovered that the internet is not working (I was told that it will only be disconnected for half an hour), so I had to buy BT for £8 a day. Which was also kinda understandable. The engineer came and told that the internet might take awhile and might only be on by midnight. Which didn't happen. We called support team and it turns out that the engineer forgot to attach the main fibre box !!!! Oh and the wire wasn't even plugged in the fibre socket. Which didn't matter much as we didn't have internet anyway.

After raising this issue, the 3rd engineer was scheduled to come in and fix this problem on 04/06. My boyfriend had to take the morning off again. BUT THE &%$^ DIDN'T SHOW UP!!! They didn't bother to warn us and so my boyfriend lost 4 hours of work!!!!!!

We have raised this problem and asked them to come in before or after our work hours as we can't afford to take any more time off work! And all that plusnet can say is that the engineer can only come in from 8-13 or 13-18. Obviously they don't know how to deal with issues and don't appreciate or care for their customers.

Since they cannot be bothered to come through we have asked to cancel fibre and return our shitty internet (at least it worked most of the time). But now we have to wait 4 days until it will happen.

So here you go PLUSNET SUCKS!!!
Summary:
3 failed appointments from their side (even though if the customer isn't home at the arranged time they must pay £50!!)
7 Days without internet!
Lost time at work
Extra expenses for BT internet!

P.S. Oh by the way this will go everywhere I can think of.

Maybe not the absolute fastest but the connection has always been stable and you cannot beat their U.K based customer service team!

I've just finished a contract with Plusnet and beginning to transfer to someone else. I took up their unlimited fiber option, which at the time was the cheapest option. Considering there adverts are all about great uk customer serivce, I thought what could go wrong. Turns out a lot. When the internet is up and running, it's great. Well exactly as any other BT based fiber product would be. SKY/Talk Talk ect all use BT wholesale products. That is they pay BT to provide the fiber broadband. Which is quite a good service, although BT charge a lot compared to Virgin media.

Anyway back to Plusnet. Their backend computer system seems very prone to mistakes. Mistaken transfers, not activating at the right time ect. This wouldn't be a huge problem if you just had to inform Plusnet of these mistakes and they dealt with them. However there call wait times can often go into the hours. At minimum 15 minutes. I do have to admit once you get through to someone they are knowledgable and very helpful. However often you need to be transferred to someone else, meaning an hour is taken trying to fix a problem that wasn't your fault. Which is frustrating. When a problem isn't my fault and I have to fix it, I except 5/10 pounds knocked of my bill. That has never happened with the 4/5 problem I have phoned them about.

Trying to actually contact someone at Plusnet?? Hmmmmm 1 hour and 30 mins is a record. Which best by?? Really Which. I think you may need to call through to the customer service line Which Mag. Awful service.

DON'T join PlusNet. Moved from Talktalk because of service issues and to save money, what a mistake!
Poor speed and connection issues for past 2 months. Trolled through PlusNet procedures and line checks and 3 separate routers until finally they agreed to send an engineer out to check the master socket but with the proviso that if it wasn't faulty it would cost me £50 for the visit. Lo and behold before I could give them a date my son (who's been monitoring the connection stability on his laptop) announces that it been connected for 24 hours without a problem. Left it a further week and still no disconnections. Rang them to ask for the line to be rechecked and suggesting that it was a MASSIVE coincidence that the line has repaired itself and got the answer that it was probably the internal wiring and that it took a few hours for the connection to settle down once I had moved the router onto the test socket for diagnostic purposes (it was actually several days before I told them I'd done it). What! electronic appliances have to have a think about whether they fancy working or not!
Personally I think that was a ridiculous answer and seems to point to them resolving the problem but not wishing to admit liability for the months of poor service.
I repeat DON'T use this provider Talktalk was mediocre PlusNet are worse.
I was with TT since it started and now wish I'd stayed with them. Can't wait for my contract to expire.