Plusnet Home Broadband Reviews

I mistakenly signed up to Plusnet as it was cheaper to pay the whole year for the phone line rental vs. BT. The broadband was rated at 1 meg a sec in an email they sent but it never worked. It dropped out all the time. The phone line was really bad and noisy.

They had 'Online diagnostics' that included swapping out the Plusnet router for one of my own (!) Sorry, but I don't own a box of DSL routers to do such tests. After submitting a ticket that was ignored, I finally had to call them to get someone to troubleshoot the problem. They said my line was fine from their tests and did I want an engineer to come and look. If it was the Plusnet router, I had to pay a £50 fee (!) Not trusting the crappy router they had sent me, I declined and use my work internet.

I am leaving the UK for a new job and then decided to cancel Plusnet. I paid £150 upfront for the year and have only used this service for three months. OK, I expect a fine or fee as I got a %7 discount from paying the year. If you cancel early you get NOTHING back!!!! It is is the terms and conditions somewhere, but when you are moving house, you don't have time to read the pages of TOCs. Sounds like a con to me. On top of that upfront £150 line fee, I still pay £20 per month for the broken internet. To end that part is £50 cancellation fee and a £30 cease fee, whatever that extra is. £80 in total.

So, for three months of piss poor telephone line and no internet, it is going to cost me £230. Better off with BT. Avoid Plusnet at all cost, they have a hand in your wallet and that is all.

!!!!!!!!!!!!!!!AVOID!!!!!!!!!!!!!!!!
DO NOT JOIN THIS COMPANY. Its taken 11 days to get an engineer out, which i took a day off work to be in for. No one turned up but apparently the phone line was activated without anyone coming, which could have been at any point. Now theres been a further delay with my order and it wont be getting processed for a further 12 days from date the engineer 'came out'. Shocking! Called up to ask what what going on, and he was so rude! His name was Billy, clearly not his real name though. Offered me £2.50 as an apoplogy. HAHA pathetic. AVIOD!!!!!!!!!!!

Mismanaged my installation. Now I have to wait another week and take more time off work. Lacklustre customer service and still waiting for a callback from a 'manager'. If this is anything to go by I would look elsewhere.

Fellow buyers, Avoid. Plusnet (minusnet) it’s just BT, and BT has always been a horrible organisation. I am an ex BT customer of the past. BT sells out is customers privacy, so hand over your mobile they will just hand it on!. So in terms of Minus net BT net combo you can expect the usual BT service run around, website answers nothing and gets nothing fixed, when it goes wrong means you sit in all day waiting for the van that does not arrive from bt openworld!. Plusminus net customer service is lower than low, low speed internet low reliability. I sent a letter via recorded to cancel, but there service just keeps on going so do the payments taken via direct debit, it’s not theft if they didn't get the recorded delivery sign for letter. Actually its theft! It was signed for!!!!
More than 6 week’s notice to cancel. Please don't get sucked into the BT -plusnet low prices, you get less than you paid by far.
Try this for service I phoned XILO spoke to Matt, three rings, emailed Matt response within 10 minutes and i can email matt directly. Plusnet phoned for help 25 minutes to a monkey answering the phone followed by the BT run around, emailed plusnet in Jan 2014 i am still waiting now. had to use the postal service at least it only takes weeks!!!!!!!!!
Since plusnet put the price up £25.26 a month for a horrendous BT service sold to me by plusnet, i looked at IXLO you know the chaps who answer the phone and email they charge £26.78 for the same service, good god with customer service for a £1.52 increase, matt is not a staged monkey, a real person answered the phone and email, got my information within 20 minutes, he didn’t insult me with links to his web site, he responded like a human.
So summarise if you read this and still went with plusnet you deserve the rubbish they offer, i am not selling IXLO just so cheesed off with rubbish net that I am trying IXlO, the reviews are great and you can test the response yourself, try find and email address on the plusnet site. If you found this helpful do a review yourself good or bad its a great help to me to avoid the Plusnet/BT horrors.

Do not believe the spin they give you in the ads about great customer service - they are very poor. On several of the occasions where I had to contact them I was hanging on hold for half an hour - and not very helpful when I got through. Other nonsense included them telling me at the start I could get a new router at any time and then when I tried to do that they said no, it was for new customers only. Glad to have left them. Even TalkTalk is better than Plusnet, I'm afraid. Best avoided.

Awful service.
Poor customer services.
Forced to take out new contract to move home or pay £60 cancellation fee.

The last company I'd ever go back to.

Very unreliable broadband. Off line frequently in the evenings and a minimum of a 30 minute wait for customer services. Ive been with plusnet for 5 years and as theyve grown theyve got worse. As soon as my contract is up Im leaving. Dont believe the advertising, they are awful, read the feedback on their forum.

I only gave 1 star because I had too. Infact they are so bad they couldn't get the internet installed in a month. The problem with my connection could have been handled swiftly but they only realised there was an issue when I chased them up (useless customer service), combined with the fact they say any email is normally a 36 hour response time and its at least a 15 minute wait on hold to talk to anyone.

SAVE YOURSELVES - I cant tell you how highly i'd recommend you avoid this lot like the plague

Switched to Plusnet from another provider. Wish we hadn't. Have had no business broadband for two days and still waiting for new router. they disconnected all our phone lines yesterday so had no business phones all day. (Our phone supplier sent an engineer straight out not Plusnet!)Still can't receive incoming calls on our broadband line which is also our fax line. Nightmare goodness knows how much business we have lost. Still waiting for a new router, our previous company sent theirs out in good time for the switcover, not so Plusnet. Wish I had never heard of them.

Signed up for Plusnet phone broadband. About three months later I informed Plusnet I was moving to a brand new home. Next door. Nearly a month later still no broadband. It was turned off old property because that was the date they gave me for new property turn on. They have put the blame on me for not informing them that new property has no phone point. I had no idea it wouldn't have, obviously neither did Plusnet. They very kindly informed me that as a goodwill gesture they won't charge me for the month I haven't had any broadband....FANTASTIC GESTURE!!!! Still no broadband. Due to go on on the 24th. Cancellation charge £116 so will have to wait a month or so before I cancel and go elsewhere. High up on my list of bad companies

We have reoccurring problems with our phone line. To get hold of customer service isn't very easy. It takes week over 24 hours for them to really to an email and you wait for up to an hour to speak to someone on the phone. I can't wait for our contract to come to an end!

Joined Plusnet back in 2013 the service has become congested during peak times on an almost daily basis. but they don't seem to be doing anything about it,Too many customers and too cheap the quality has suffered as a result, As for their support yes British, but most of them haven't a clue about how it all works

Having recently moved I chose plusnet over BT and others for my fibre optic broadband as exactly the same line but with a better short and long term saving..
Communication prior to install was excellent with daily SMS and email updates.
Router arrived by post on time.
BT engineer phoned 8am letting me know He was 20mins away...He was polite courteous and removed his shoes. His work installing their modem was finished very quickly he even set up the plusnet router. I was up and running instantly the speeds I'm getting are 38down and 18up which are the top end of the claimed estimates.. I'm more than happy..

Customer service is awful,I ordered weeks ago but theres been problems all the way. No one can tell me whats happening when I contact them but they always tell me someone will contact me, so far I have never had anyone contact me at all! I have no idea when my internet is actually going to be installed!

We have a poor line here in Denstone so I moved from BT to Plusnet... and have not really noticed any difference - only its cheaper. However today I find that PLUSNET McAfee does not support MAC PCs (BTs does) - a fact that was not made very clearly in Adverts!!!! BEWARE. The customer services were brusque... read T&Cs carefully - last line in page of writing :o)

Absolutely awful. Took weeks to get an installation, and now our internet is down and I've tried for days to get in contact. I've tried send an email, using their online chat assistant, and calling. Calling up means wIting at least half an hour-which you're paying for-and I've called 3 times and still haven't spoken to anyone. The online chat assistant refused to talk to me and ended the conversation before I could get a word in because I was not the account holder (I'm his daughter and he doesn't even live near London) but I didn't have. Chance to tell them that. And lastly if you try sending an email it takes them at 32 hours to respond which if like me you have no internet that isn't really helpful. Worst service I've ever used.

Outrageous. Miss sold product resulting in heavy bills with no recompense from customer services other than "well you can complain if you want but it's just the way it is" I'll be cancelling today.

During the initial 14 days the connection was great, however as soon as this period passed the connection has become increasingly unstable requiring multiple resets in order to access the Internet. Do NOT choose plusnet as your service provider

Absolutely appalled with their service. I joined plusnet in Nov 2013 and ahd no issues for about 8 months. After that, I have had issues after issues. This is the second line my phone has gone dead. The first time, they were able to fix it within a week. This time, they tell me they have no idea because it is an underground fault and they need to dig up..etc. and have to get permission which takes up a lot if time..etc. I have paid for my land line in advance, so they have taken my money but it has been over 2 weeks my land line is not working and they cannot tell me when it will be working. So, I have paid for a service I cannot use. Since Nov 2014 I have had broadband issues where it keeps going off at various times. Every time I called them, I had to wait for about 30-35 mins to speak to someone. Then I got told various things, promises that everything will be fixed but the issue was still there. The funniest thing is that every time I called, the person Is poke to apologised on behalf of his/her colleague for the misinformation they had previously given me!! What kind of company is this? What kind of training are they given where one colleague has to apologise for the other for the wrong information I was given. My land line is till not working; I made a formal complaint and the manager or whoever it was had the nerve to tell me that they cannot give me a guaranteed time of when my issue will be fixed and also cannot guarantee a fault free service!! I requested to be let off my contract but again was told that they cannot do that because the fault was not due to them!!I mean really??? Yes, they use BT services but that is not my problem. I am their customer and if they cannot provide a service then they are at fault. I am now stuck with this useless company. I regret using their services..stay away from PLUSNET!!!! Stick to virgin media or Sky!

Main gripe I have is when something goes wrong and you need to contact them - you're hanging on for half an hour before someone is available to speak to you. That's terrible customer service. Customers waiting for than a minute to get connected? I would sack the entire call centre management team! Most companies operate within 90 second call answer rates as their target SLA. God knows how PlusNet can live with themselves, given the time it takes to speak to someone there. Clearly the senior management of this company care given the fact that this is happening ...