Plusnet Home Broadband Reviews

This is what I got from Plusnet when I transferred from Talktalk
Service Notification
7:01am, Wednesday 6 May 2015
The customer was mailed the following message to address(es)
Subject: About your broadband speed
Dear
Account username:
When you signed up for your broadband account, we performed a check on your telephone line to give you an estimated speed your line might achieve.

Now that your service has now been active for 14 days, we thought we'd let you know the speed as it stands today, by way of comparison.

Estimated line speed: 5.5Mbps
Current line speed: 3Mbps
You can keep a track of your line speed through our website:

https://portal.plus.net/my.html?action=data_transfer_speed

To find out more about how broadband works, and the things that can affect the speed of your service, we've written an article all about high-speed broadband:

http://www.plus.net/support/broadband/speed_guide/high-speed.shtml

If you've got any questions about your service our Community Forums have loads of information and help available ( http://community.plus.net/forum/ ). You can contact us online using the Help Assistant ( http://support.plus.net/ ) or you can call us on 0800 432 0200 or 0345 140 0200.

Kind regards,

Plusnet Customer Support

since then the speed has steadily declined and is now 1.8Mb. Customer service queue is 37 and I have been waiting for a response to previous complaints for almost a month. the service is disgraceful.

Terrible broadband, go with Virgin Media. A little bit more expensive but worth it.

I joined plusnet after being unsatisfied with my previous supplier. I filled in their online forms and was given a date for an engineer to come out and connect my BT line.

Come the day of installation I had heard nothing from plusnet so phoned them to check the engineer was coming. It took ages to get through to customer services and when I did they put me hold for ages. I was told they were sorry but the system did not place a booking for an engineer and I would have to wait a further 10 days. Funnily enough the system worked fine when it came to taking my money though!

I'd taken the day off work. Was not going to trust these jokers any further so cancelled and went back to my previous supplier.

If they can't even book an engineer correctly what are they going to be like the rest of the time. AVOID.

After the experience I've had today with Plusnet I find it incredible they have any customers - I spent the day waiting for a fibre engineer to install broadband - no show - after an hour on the phone it seems bt changed the appointment to tomorrow - and they accept the alteration wasn't passed on to me - demanded a full refund and got it ..... But feel I should get some recompense for the lost wages te on the and interest on the monies I paid them in advance - I see no reason why I should be out of pocket by even one penny when it's a communication issue between them and bt ! Not impressed that a company could make such a Ridiculous error........ I'm gonna try sky next as my previous attempt with Talk Talk was equally bad

Worst internet provider ever! Should have had internet a month ago and still nothing. They send me regular texts with empty updates and false promises. As they're not conclusive, I need to call customer support 2 / 3x p/week and the staff is rude and doesn't have a clue about the issue being discussed. Couldn't be more unsatisfied. Wouldn't recommend it to anyone! Not even my worst enemy.

This is the worst broadband service provider EVER. After being with SKY I shopped around for a cheaper deal, and now I know why they are cheap. After getting no signal & being unable to connect to broadband, I rang them during the day as I work,umpteen times, many of those after being on hold for ages. However, as I wasn't next to my broadband, and the fact I live miles away from work, there was no way I could attempt to correct the issue over the phone, and they suggested I call back in the evening while I can access my laptop. After a 40 mile hike home and finally sitting down after work I tried to call them on a few occasions, holding for 28,25 and finally 22 minutes each time, and still failing to get through, so heaven knows how long I may have been holding. I called back and asked if someone could call me at home, as I couldn't get through, as I had done on previous occasions with SKY, who happily oblige, only to be told by Plusnet that they don't make outbound calls!!!! After weeks of trying to resolve the issue, speaking to their customer service department, who aren't at all helpful, I ended up speaking to a new customer service employee, who after listening to me, felt he could get someone to call, as he described that as an easy customer service fix, only to return to the telephone astounded to find that he couldn't get agreement from any senior management to be allowed to make an outbound call. This eventually left me with no choice but to cancel my direct debit. As this isn't something I would usually do, I called them explaining what I had done, and that I was willing to pay the 3 months service I hadn't actually received! This wasn't enough and they demanded I pay the full twelve months contract, after a stand off, where no compromise was offered, they eventually issued Moorcroft debt collectors to chase the payment with the threat of court action.In fairness to the guy at Moorcroft, he even agreed he couldn't believe it, and offered to speak with PlusNet with my side of the story. I forwarded the letter to Moorcroft I had previously sent to PlusNet, but they were steadfast in their decision, and I had to pay the full twelve month contract as well as SKY. Lesson learnt, SKY may be slightly more expensive, but they both come up with the goods and are ten times more customer orientated than PlusNet, so do not use them.

Only works well with 3 devices or less... Any more and speeds will drop.

The worst supplier I ever had. Useless customer service and minimum 20 min waiting at anytime.
Everytime there's some issue (and will be very frequent) only God knows when it will be sorted and the anwser is always the same "sorry we cannot do anything about that".. so what am I paying for?
I regret myself for choosing Plusnet!!

Once they grab you with their ever changing offers you will not receive a clear statement of what you pay, your online bills will have a mixture of complicated charges and discounts that change every now and then making it impossible to understand if you are getting what was promised. Cashback is a nightmare to claim back, I'm still working on mine!!!

I can't really comment on reliability of broadband yet as I've only been online for 24 hours, but I'm so enamored by their punctuality, reliability of customer care and quality of support I wanted to post something. Excellent! They delivered on time, everything worked without a glitch and it's hard to imagine how they could have made our recent house move any, easier (aside form carry a few dozen boxes for us). I just left a cable provider who couldn't even send the envelope to return their modem to the right address. So far Plusnet are living up to their reputation as excellent customer service. Very pleased.

I have been with plusnet for 6 months and had constant problems, 8 engineer visits and still no interent. i was promised 2-4 mbps and only receiving 0.4mbps.
Customer services are shocking and do nothing, the worst internet provider out there.
Plusnet lie and say it takes 10 weeks for interent to stabilise but they do this so you cannot cancel.
Stay clear of these cowboys

I cannot comment on Broadband speed, because I only yesterday switch to Plusnet from Sky. My son came home and found out that Plusnet make a lot of promises, lure customers into subscription, but don't provide satisfactory services. I've got already bad experience with contract details. I signed up for 12 months, but they emailed me 18 months contract. Thanks God that I am able to cancel their service. Sky offered me a deal, so I will stick with them. I was so silly that I paid in advance for line rental, so will request my money back in full.

Speed not as advertised and 3 times slower than i was getting with sky. Don't be suckered in by the cheap price. Service is not great, hard to get hold of them but phone and they take a while to reply to online messages and when they do are. Not exactly helpful.

We had to wait a month to get connected with plusnet, problem after problem! The customer service was terrible and one month after saying that I wanted to raise a complaint and I expected a call back from a manager I am still waiting, I will Deffinately cancel by the end of the month!

Appalling broadband, made worse by the terrible customer service. We switched from sky, never had any issues with them but thought this would save a few pennies. The living room is the only place we have wireless, even then the best I could describe it is intermittent. When I spoke to plusnet their response was 'it's not our problem we're providing the service'. The chap on the service team was so unhelpful and smug I demanded to speak with a manager. His solution was to send me a new router and suggest we don't use wireless devices. Hugely helpful given mostly we use the internet on the iPad. I don't write reviews but if I save one person from experiencing plusnet, it's been worthwhile. 11 months until I can switch providers!!

Customer Service took 30 minutes to get through both times on the phone. I was very disappointed to wait so long particularly as I was calling from a mobile. The internet has been quite slow regularly and at one stage I had to wait a whole month before they sent me a new router for their broken one which they charged me for. When I decided to leave for sky the person on the other end of the phone was a bit abrupt and sharp but in the end helpful. There are better offers on the market and so I decided to leave them after 2 years of their mediocre service.

waited 4 weeks for plusnet bt guy to come out and do my line and 8 more days to get internet going not very happy will look else were next year

its a scam!!! horrible service! avoid it! they will lure you with cheap prices and a contract you cannot get away from and then six months later: boom, you pay as much as BT but for much lower quality of service! don't do it!

Started with Plusnet at the beginning of the year and they were very helpful when BT cut me off a day early on the changeover and got me straight back on. Had a billing problem over the last few days but customer service was brilliant. Manager DID ring back when he said and problem is now sorted to everyone's satisfaction. All contact via email and Plusnet message service kept me up-to-date with progress at all times.
Broadband is a bit slow at times (but it was the same with BT so it could be the area) so not recommended for heavy user. Perfect for me with emails and a bit of browsing. Speed still OK to watch MotoGP live on iPad!!

We were with this company for about 2 years. We always paid on time by DD. We found a better deal elsewhere recently and moved over to another telecom provider. I was charged £30 by Plusnet even though I was LONG out of the contract. Apparently they could do this because it's in their terms. Read their terms and conditions VERY WELL before going with them and if there is anything you think is not quite right, just avoid them completely. Yes, perhaps they could do this because it's their right legally as stipulated but is it ethical or moral? In my opinion, NO!