Plusnet Home Broadband Reviews

changed to fibre and it does nothing but buffer, absolute rubbish

Cant fault them. Better than bt.

I just want to say having spoken to one of your customer service team name that I am very impressed how he dealt with my problem. Not being a technical person at he was very patient with me (being an older lady who has no idea about computers and broadband). He was such a gentleman and explained things to me very clearly. If all your employees are as good as him you must have a fantastic team.

BE WARNED Never extend your contract or move house with this service they con you into taking out a 24 month contract even if you cancel your stuck with them
THEY ARE NOT A CARING COMPANY like the advert tells you

TERRIBLE TERRIBLE TERRIBLE.

After great service for 2 years with plusnet I ordered their superfast fibre Broadband, which should have been installed on 3rd April. I was given an appointment between 1 and 6pm, this was confirmed by email. When no one showed I called (waited in the queue for 13 minutes) and was told that the system had automatically cancelled my ordered and that an engineer had never been coming out, and whats more, I had to wait 2 weeks for another appointment.

So, here we are at my second appointment, another day off work, and again, I am waiting for an engineer to arrive. This time I have had an email from Plusnet telling me that its all done and my service is up and working, but the engineer still hasn't been, I have called and they think they engineer has done the outside work but not bothered to come in to fit the rest and they will just book an appointment for him to 'pop over'. WRONG. No, you wont. No more time off work. I asked for a manger to call me back, and yes........ I am still waiting. Very sad as I have sung their praises to everyone saying what a good service. Sorry Plusnet, you have just lost a very loyal customer.

Comparing speed and reliability with a neighbour on bt, it is clear to see plusnet have the worst speeds around (i have talked to people with virgin etc). Our average is 1200 ish ping, 0.12 mega bits/second download and 0.015 mega bits per second upload. We pay for far more than this, and I don't think this is technically broadband so they are lying on that part. dial-up looks like a better option at the moment. The customer service takes around 40 minutes to an hour to respond and blame it on us, who have spent alot of money upgrading routers etc. In my opinion, be very very wary of what they say, I bet the speeds are UP TO 2mbs

EXTREMELY BAD CUSTOMER SERVICE. Would not provide a replacement router without payment of £55 when my current one broke and they couldn't even be bothered sending it out. Been without a new router for 7 days now. Only have internet due to a friend lending me a router. Their whole attitude is "we supply the broadband, which you have" Absolutely no after sales customer service. I WILL NEVER USE AGAIN AND ADVISE ANYONE ELSE DO NOT USE NO MATTER HOW CHEAP THEY ARE

In my experience, people feel more impelled to tell tales of woe rather than happy ones. Anyway, after going far beyond the end of my tether with the appalling BT, writing to their director of customer services by name and having it ignored, I signed up with Plusnet. The service was replaced faultlessly and on time, and my Broadband fired up at the normal speed, better than the reduced speed that BT were unable, or incapable, of remedying. Twice in the last ten months, speed dropped right down, and both times I spoke to a pleasant young man in Sheffield who restored the service. Now, I am aware that they do all this off the back of BT's infrastructure, so this could be just happenstance, but credit where credit is due, I am very happy with them. I am sure that there are thousands like me, who, if moved to do a review, would reduce the proportion of moaners to an insignificant proportion. How ever, that is not to say that they are exagerating or overstating their cases.

Do not use this service "provider". I was mis-sold my initial contract after being told about a bogus cashback deal that never existed in order to stop me from going to Talk Talk. They refuse to let me out of my contract despite admitting to me that the sales advisor lied about the deal in order to get me to sign up. They are incompetant liars who you have to wait for 15 minutes to speak to, no matter what time of the day you try to call them. I cannot rate them low enough, and I have no idea how they won customer service awards. The novelty of listening to The Human League when you´re on hold wears off after the first 20 times you call them. The reason you call them so much being that they never bother to contact you or update you with meaningful information when they say they will. After requesting a home move, I have been left without any phone or internet service for a month, yet am still being billed for it. They cannot give me any idea when they can install my new line.
Absolutely one of the worst companies I´ve ever dealt with.

Plusnet is an absolute joke they can't even provide stable internet near lincoln, Unfortunately we've been with them for 5 years becasue their cheap, and boy does it show, slow speeds at non peak times, disconnects at non peak times, no internet at all recently because someone on plusnets end decided they'd like to fuck around with the IP values or some shit on their server as a going away present.

Thanks plusnet for your cheap service your long waiting times your disconnects at non peak times your unstable bandwidth and your audacity to claim that the reason you are unable to meet my expectations is because you don't have the resources of a large company.

I have been with plus net for over a year and I was very happy with the service until I moved house!!
It has now taken almost 3 weeks to get my fibre broadband set up due to an error made by the employee who ordered my fibre not organising an engineer. I say 3 weeks but as yet I still have no internet!! I contacted customer services and complained. My complaint took several days to be acknowledge. I was contacted by plusnet who apologised for what was happening. I was told an engineer would be around sooner but infact it's actually now 3 days later than originally stated. To say I'm not happy is an understatement as I need internet for work purposes! I will certainly not be staying with plusnet in the future!!

Been with them for 10 years now. Yes, sometimes the support is a bit slack, but to be honest, no company is perfect at this any more. Speed is mostly good (even though we are in the countryside) and I think that I've had a couple of outages in the last 8 years that we've been here. Just waiting for BT Openreach to make FTTC live in the village and I'll go to that with Plusnet too.

If it was at all possible to give negative stars, I would give Plusnet minus 5 stars. The broadband is not only slow but redefines the word, frustrating. I am not exaggerating when I say that I cannot leave my room without the internet cutting off and needing to be reset and connected to about 10 times. Yes they're cheap but that is the only redeeming quality. Don't bother using Plusnet. You'll have a more pleasant experience repeatedly slamming your fingers in a door.

Service has seriously dropped off in recent months....waiting times for any technical support are ridiculous....said 15 mins, as I type this review 30 mins so far. Last call a few days ago..Technical Support guy clearly wasn't a technical person and couldn't help. Not sure what's happening at Plusnet but they're certainly not the high quality and high value provider they used to be.

I have signed up a 12 month contract with Plusnet and was waiting for the service. Router had not been delivered for almost 2 weeks. I could not use Internet despite paying for it. It was an option to cancel the agreement in first 14 days which was used. I was charged 30 pounds disconnection fee despite saying initially that if I change my mind I do not have to pay anything. Plus net did not put much efforts to keep me as a customer. All they were offering to pay me 0.6 pounds compensation for not having service on time. Also every single time when I was calling support line It took 15 minutes to get connected.

Worst customer service I have experienced with a broadband company. I move fairly often and have tried several broadband providers. Plusnet are without doubt the worst for customer service: super-long wait times (30-45mins) for their cancellation service only rubbed salt in the wound.

When its good its good 79MB but thats what I pay for, sometimes its rubbish as low as 1.75MB. What annoys me is that when they test its, they say its fine, but it stays like that for a day or two then back to SH***. They are nice people albeit a tad patronising, but all I want is the speed I pay for, I would rather not have to speak to them, and I only do because they are not supplying what I pay for.

Slowest of the 3 fibre providers I've used, regular faults in service too, very hard to get hold of customer services

many thanks to both nikky and david for dealing with an old grumpy man who is not computer savvy, long wait on phone to make contact but very helpful and understanding the problem i think has now been fixed

Broadband speeds when we first joined were acceptable but have now slowed down so much it is unusable. Customer service is completely useless when you can reach them. We are leaving, would advise everyone else to avoid this third rate company.