Plusnet Home Broadband Reviews

Until recently we had not had cause to contact Plusnet technical support or customer service. Now we have, we fail to understand their claims for good customer service completely.
Sunday 11th January our internet just stopped working. All the normal processes were followed with the technical support team but it was necessary to call an engineer. 1/2 day lost from work , no engineer turned up despite having spoken twice since to the fault team and being advised to pass all new information we had to the engineer visiting Wednesday. When challenged Plusnet just said someone cancelled it at their end and they didn't really know why ! They shut the fault down after engineer 1 assuming it was fixed. 5 engineers, 5 lost days from work they decide it's REIN issue and despite everyone from the faults team to BT knowing it was a dusk to dawn issue, they sent the engineer at 1 pm. This was 4 weeks ago and they have sent 1 text and 1 email since. Having heard absolutely nothing, and suffering without broadband at key times ( after work in the evenings) for 8 weeks we decided to call and cancel our contract on grounds of non performance. Only to be told by the customer service team member that I was telling lies and that I had been getting service. He absolutely refused to take notice of what I was saying about the down times and refused to read their own records to verify this. Infuriating to say the least. Then I spoke again to technical only to find out that they had closed the fault case down again in 16th Feb. 3 times they have had process failures and they will not accept that they have issues!. They need to be on watchdog. We suggest everyone who has suffered from their rudeness and incompetence contacts Watchdog and the relevant ombudsman ASAP.

Since i took their "Fibre" 80/20 service it has suffered from congestion during peak times,(slower speeds )and Plusnet seem to be incapable of finding out what it is,this problem has been ongoing for over 2mths with no resolution in sight,I have several friends who live nearby same area and they are with different providers but have the same product 80/20 (FTTC) and they are not seeing the issues that i and other plusnet customers are So it looks to be something that plusnet should know about and be able to sort out

Broadband speed sucked, but since they're using BT infrastructure, it's not really their fault. Most of the broadband companies uses BT infrastructure so what is really the difference between them? Customer service. To be honest I never really bothered to call them even when the internet was down or slow as I knew it wouldn't change anything, but the only time I needed to call them was to cancel the account as I had moved out. Every time I called, there was a 15 min queue in their call center. Some months elapsed because i didn't have the patience to wait on the phone for so long, therefore I had to pay for a service I wasn't using. It would have been simpler if I could just send a letter or cancel online on their website, but that was not possible. I have just hung up with them, I've waited 34 mins and 42 seconds where 34 minutes of it I was waiting, and 42 seconds was how long it took to cancel the account. At least the people that run the call center was efficient!

I have had problems with plusnet from the morning of the agreed and planned for fibre activation day I phoned that morning to ask where my router was and was told it would be in the post. The engineer was booked for a time between 1 till 6. At 1 pm the line went off so I assumed it was the engineer it came back on at 2pm. At 3pm I phoned the supose to be help desk which took 22 mins to ask if the work was completed and did the engineer need to come to the house because he had not arrived. The representative told me the engineer would need to come to the house and put me on another line to find more about what the engineer would need to do. I waited 10min before putting the phone down to continue waiting for the engineer. At 5.15pm I phoned again because it had become obvious no engineer was coming and the help desk knew this but did not tell me. The help desk wait was again 20 mins and then another 15 mins to be put through to another department where the representative told me that they had known for five days that the engineer was not coming out and that the only thing happening that day was my current broadband would be turned off and the plusnet line would be installed and it would be 24 hours before the broadband and fibre could be reordered. So I had wasted a days holiday from work for nothing. If i had been informed straight away I would have been willing to wait., but I know now that I was not told because they were waiting for the 14 day cancellation period to expire. I believe the people on the help desk knew the engineer was not coming but it must be policy not to tell customers. I decided to wait to see when the next activation date would be because I thought this would be quicker than cancelling and moving to another firm, but the next activation date was another two week wait so I decided to cancel with a full refund because they had not provided the service we had agreed. I have been put several questions on their internet help site none of these have been answered I even asked if they would phone me but no one phoned so I again phoned their help desk to see why no one was reading my questions I informed them if they were not willing to give me a full refund I would stay with them if they gave me free calls and caller id for the inconvenience and distress they had caused. The representative said he did not have the authority to offer me this so he put me through to the cancellation line where the representative told me she would have to talk to her manager before agreeing to this. She said she was going to hang up and get straight back to me. I waited 1.5 hours and no call was received I rang again the person I spoke to this time was Andrew Carr. Andrew could not find any recordings from the person who said she was going to talk to the manager. So she must have been lying and had no intentions of talking to a senior and had just put the phone down to get rid of me. In the end Andrew gave me my full refund. Thank God one of your staff listens but its been a very long wasted journey.

Im with plus net since June 2013 I Switched to fiberoptic June 2014 not had any single issue with speed and reliability I highly recommend fiberoptic then normal broadband & their customer service is five-star and prices are very reasonable.

I have just left Plusnet after 13 years. I thought there customer service was good until today.

They are going to charge me a £30 cessation charge. A charge that was not invented when I joined all those years ago and certainly not in my original t&cs. Hopeless on the phone they don't even understand the point I am making . I don't recommend this company after this mugging which will end up in the small claims court.

Despite continuing good reviews from Which?, I have recently experienced appalling service from Plusnet. The bills have become increasingly expensive and internet speeds have deteriorated rapidly (it took 6 phone calls and a month to get the speed back up - webpages wouldn't open).

I therefore decided to leave Plusnet in favour of BT and contacted their cancellation service in order to cancel the account. Plusnet sent the MAC code but didn't cancel the service or the account. The installation went smoothly with BT and speed is far higher (double what Plusnet was).

After more phone calls and terrible customer service, always being promised to speak to a manager but it never materialising, I managed to finally cancel (having to instruct my bank to put a stop on the account).

A word of warning do not use Plusnet - waits of over 30mins every time you try to call, they don't respond to emails and will not call back when they promise to. I will be chasing compensation for time and work lost whilst having to rectify this matter.

Very reliable and decent speed but quite frankly the most incompetent outfit I've ever used. Had to make three separate appointments for installation, took a day off each of them and the first two they cancelled without even doing me the courtesy of informing me. When it came time to cancel they said that any outstanding bill would be resolved via Direct Debit yet I have just received an email telling me to pay an outstanding balance or it will be passed on to a debt recovery agency. Their claims about customer service are obviously the product of some jaded and sadistic sense of humour.

Typically British company, badly run from start to finish. installation was a joke, engineer turned up three days late and seemed clueless, cocked up the connections on my router and forgot to activate the fibre at the exchange so was stuck without internet for another two weeks till PN sorted it, no apologies offered. At lest 45 minute and often 1 hour plus waiting times to get a call answered, staff seem arrogant and sometimes rude, CONSTANT drop outs of service (every hour or so the connection will drop for 5 mins or so, PN aren't able to help, (even the BT service checker they suggested I used doesn't work correctly!!!). Getting decent speeds when my internet does work which is about 80% of the time.

Great when the company started up, but much growth within a short period has resulted in appalling customer services - all areas. They are just too busy to respond or assist, that's when you finally manage to get through to them. I have recently complained by email to Chief Executive.

Right then, plusnet customer service very friendly on the phone and promise you every thing will be OK.
Now for the translation we don’t have a clue what we are doing and we will get round to it one day.
Its only taken 18 months to get them to install fibre, don't know how they can run that TV add

Sounded good when I signed up I went with Plus net because the customer services were in the UK and they promised a fast fibre optic connection for a reasonable price and they promised no drop off during peak time. However I was a little concerned that there was no cool of period, as soon as it's installed - that's it! but I trusted them. as soon as it was installed we had problems my smart tv is located directly above the modem and it is connected/hard wired with a Cat 6 cable. Even so it buffered when streaming movies. I was paying for 35mb/s which should be sufficient but when I did a speed test I was getting less than 18mb/s I used 2 other speed checkers and all delivered the same results and at peak time the download dropped to 9mb/s and the upload to 3mb/s.
So I decided to call their award winning customer service. After 40 minutes on hold trying to get through I realised that I would rather speak to someone outside the country quickly rather than not speak to anyone in the UK!
I tried on 3 separate occasions with the same results and when I finally got through to them they simply said it mush be my phone line to the house which they could do nothing about. 18 months later now my contract has come to an end I have switched supplier... added to which plusnet have charged me a £30 disconnection fee. I emailed them explaining the problems I have had and they simply didn't care they said Sorry you had issues you should have contacted us more and the disconnection fee stands! I couldn't be more disappointed and I urge people not to be drawn in by their promises like I was.

This is a bit of a mixed review which reflects my experiences with PlusNet.

Firstly I had left Sky and moved to TalkTalk who almost bankrupted me by deleting my phone number without notice and issuing a new one which they wouldnt tell me what the number is. As I am self employed this was major. Sky couldnt help as the number had been cancelled and TalkTalk refused point blank so I cancelled the service and came to PlusNet who said they could help - brilliant!

Firstly though there was an error by plusnet as they put the order through on the wrong number so it was rejected. This was only flagged up because I was constantly checking what was happening. Second time though it went through fine although the changeover was delayed quite a bit.

After the changeover I realised I wasnt getting CallerID - this is chargeable extra by Plusnet even though it costs them nothing. £12 a year!
I also realised that the international calling package I'd paid extra for only allowed 300 minutes whereas with Sky it was unlimited. So basically PlusNet was not really any cheaper than Sky for a more limited package.

In the weeks that followed I had a few problems with errors by Plusnet. All were resolved after a phone call.

Whilst on the subject of phone calls, it is great that Plusnet support staff are all UK (yorkshire) based. They are very helpful and in the most part very friendly and knowledgeable. However wait times on the phone are extremely long. Again in comparison to Sky the wait times are terrible although once through to someone the quality of service is good.

Despite being the same line as with Sky my internet speeds are massively reduced. In fact PlusNet now claim my line should be getting 11Mb/s (it is capable of 21Mb/s). With Sky I had a D/L of 16.5--17.5Mb/s and upload of 1.0-1.2Mb/s. With Plusnet this is down to 10.5-13Mb/s down and 0.3-0.8Mb/s up.

Plusnet also have very aggressive traffic management and their peak time (which is actually 16 hours of the day!) can cause real issues with downloads. Choppy video on Youtube and lots of buffering and download speeds dropping to 2.5Mb/s

So all in all they are very nice people who are happy to help but the quality of their product is far below expectations. Additionally I moved away from Sky due to huge price hikes but in reality PlusNet aren't really much cheaper once you take the true details of the packages and compare them.

Hi I am a new customer to Plusnet, when I join the service they told me my line speed is 2meg which I will be getting, I was getting this speed with sky before, but after joining Plusnet I am not even getting 1meg. When I called them they said the speed we told you was estimated and they is the speed you will get. I will not recommend Plusnet to anyone and will leave asap.

DREADFUL APPALLING CUSTOMER SERVICE. DO NOT USE THIS COMPANY.
I went to PN as I didn't want to use BT due to past experience by me and friends and family. BT haven't been at all good. However I have recently been told that PN is owned by BT. If this is correct, it doesn't surprise that the customer service and treatment of it's paying customers is so bad. They use the excuse of 'terms and conditions' to do whatever they want to.. Put prices up, even thought you haver a contract, charging if you decide to leave the company. Any excuse to get money out of you. They recently put the line rental charge up by just over a pound a month for every customer. They have over 3 million customers, which means they instantly increased there income by almost £4 million pounds a month. !! Corporate greed and profiteering.

Slow speeds, sometimes slower than dial up. Sporadic broadband service, router not fit for purpose. On the plus side the staff polite & helpful but lack capability to do anything. Worth paying the early termination fee to get out.

Oh how far this company has fallen. After 3 years of loyal service i have cancelled my contract with them thanks to 22 day fault lead times and 10 day customer complaint lead times. Communictaion from them is poor and in some cases rude, download and upload speed are never what is advertised and they will drop the cost for new customers without changing your price so you end up paying more.

Would steer well clear!

I used to get a regular 7 meg plus speed. I now get 5.3 at best. They claim nothing is wrong and blame an extension lead that I DO NOT HAVE. Likely to change ISP very soon.

I didnt think l could hate a British company this much. Problems with them from sign up, to installation up to CASBACK offer to call waiting to speak to Customer Services 15/45 mins OMG they are in communications. After waiting they refused to let me speak to a superviser and said they would email me my outcome. Worse than useless.

I followed their instructions and sent a scanned copy of my mother's death certificate along with my contact details and offered to settle the balance on the account.

They ignored my contact details and sent a demand for payment by post to her empty house! When I found it I rang the number they gave and was given a twenty minute wait on the phone before some poor bloke received my customer feedback and took my payment.

He explained that they had received my email but some automated system had spotted that payment was late and forwarded the issue to a debt recovery agency. What kind of people choose to ignore my offer to pay and invoke debt recovery instead?

I found the whole experience thoughtless and insensitive.