Plusnet Home Broadband Reviews

I had been with BT for several years with no real serious issues but contact with them when I did have a problem involved frustrating calls to India. Operatives reading from a menu list who were not the slightest bit interested in the fact that I had already tried all of the remedies they read out (I've been in IT for 30 years)before ringing them. That aside they (BT) had begun to charge like rhino's over the past few years and I was paying over £50 pm regularly. So it was with much trepidation that I settled on PlusNet. UK call centre and £15 pm cheaper even when the introductory offer had finished. I had read the reviews on here but I am old enough and wise enough to know that reviews are skewed to the negative. Most people who are happy with their service do not bother to leave positive reviews whereas someone who has had a negative experience will almost certainly have a moan. Anyway, my experience was first class. My fibre plus broadband was transferred seamlessly on the promised date with texts and emails keeping me informed at all stages. My phone changed a little later and again seamlessly. Broadband speed was a little up and down for a week or so until the necessary calibrations had completed but again I was informed this would happen and again I was informed when it had settled to its expected speed. I thought I should do what most people seem not to do and leave details of a positive experience to even out the balance even if only a little. I have put four stars for customer service and for reliability only because its too soon to give an objective score so soon. As far as I am concerned though PlusNet dealt with my transfer faultlessly and for that I thank them and congratulate them heartily. Well done.

Awful, useless company. Took SEVEN months to connect and then Plusnet still didn't connect on the date they finally agreed to. Within weeks prices went up and the poor wifi signal has resulted in many complaint calls to the company. Staff obviously trained to be sympathetic to appease the situation but I found this incredibly annoying and patronising especially as they still didn’t even try to rectify the problems! One call advisor even told me how I should sort out the wifi myself as Plusnet only provide a basic router. Will be leaving as soon as possible.

I have only been with plusnet for over a week, so early days. Everything went smoothly from start to finish. Polite helpful staff, engineer polite and helpful and arrived on day stated. Broadband speed fine.

They are just useless!

It took them 6 weeks and 8 attempts to come and install my phone line, on most visits engineer was only coming to say I am the wrong engineer! and then again I had to wait for another booking in more than a week time if lucky to hear the same thing again and again and again!

Some of the engineers were just clueless and I had to tell them what they need to do, and of course they didn't know how!

Customer service on the phone was a mixed experience, some were nice, polite and apologetic, while most others with sloppy-shoulders and often rude!

I finally decided enough is enough and cancelled! and guess what, in less than a week I was all up and running using another provider (that very big one as a clue!)

Just don't waste your time with Plusnet! It dose not worth it and considering the time and energy you waste, (even if you are on minimum wage) you would still loose big time!

After being an uneventful 5yr + Plusnet ADSL customer I decided to stick with them for fibre upgrade.

In short it seems an 'automated order system failure' meant nothing happened to trigger my order despite me getting emails telling me when I needed to stay at home for the engineer to arrive.

A long wait for telephone customer service and they COULD NOT CARE (I felt like non of my previous years of custom mattered) and they did not even offer any sort of fix than I was to ring up plusnet sales.

I decided to move away.

In moving away I found much better offers as a new customer.

They have grown too big now and become chaotic.

I switched from bt to plus net and from day 1 my problems started. After fitting the plusnet router I only had a wireless signal in the room it was fitted in, whereas with bt it had been throughout the house. Complaints to plusnet were treated with disdain keeping running through the installation procedure as if I was a moron, but I persevered until all they would offer was a new router which I duly installed, which made absolutely no difference. I then gave up with them and tried to solve the problem myself with boosters etc to no effect. Then when my contract expired with plusnet I immediately switched to bt, got their new router in, hey presto I had a signal throughout the house again!

I thought that was the end of my problems and I just moved on but then as if to add insult to injury, plusnet kept on billing me even though I had transferred to bt, and it wasn't until I cancelled the direct debit that the issue was crystallised. But even now 3 months after switching, they are chasing me for a payment not made because I had cancelled the direct debit. I suppose they are all as bad as each other but the hassle, cost and appalling equipment provided by plusnet must make them the worst of the all. Do not use plusnet is my only comment, life's too short!

Awful, awful, awful!! I joined because of the £70 cash back incentive. Service was delayed by weeks because of technical problems and they had to send engineers out 3 times. Voicemail messages from Plusnet said no access to property needed and then on the day of visit from the engineer, he left a voicemail message saying he needed access!!! Recieved an email from Plusnet during this time saying they were pleased to report that the system had been live for 14 days and download speeds achieved were greater than initially anticipated!! Eventually went live but service intermittent and download speed poor. Still waiting for my cashback 5 weeks after promised!!! Avoid them like the plague!!!!

The most appalling, rude and wholly unsatisfactory service. Lots of hidden charges as well.

Terrible, would never use them again

We recently moved and signed up for Plus Net on the 12th of January. Every Friday since that date they have claimed our internet would be ready to go, this was clearly a lie to keep us hanging around. They won't talk to me claiming they can only speak with my partner, he has tried to make me an authorised caller, but this process takes weeks, Now they are saying we will have internet by the 13th of February, but I'm assuming this is a lie as well. I wouldn't sign on with this company of incompetent liars!

i Signed up for Fiber beginning of august 2014, was advised it would take up to 4 weeks to complete the installation.
5 months on and countless lies, miss-information, line faults and even blackmail from plus-net support, the fiber broadband was finally installed.

i was also told i would relieve 3 months of the package FREE and that they could do me a better deal on the package i previously signed up for in august.
this information was also lies.

i am now having to pay the 1st 3 month despite being told it was free, and my overall bill has been reduced by about £1 a month (£15 over 9 month period) and then for the remaining 9 months it goes back up to full price!!

in short i have received little to no compensation for the hassle and stress caused by the miss-information, lies and blackmail this company seems to revel in.

i would not be with Plus-Net had i not been blackmailed into staying by their cancellation dept.

i would not recommend this company to anyone.
Sign up at your own risk!!

Appalling support.
Opened a slow connection ticket in Dec 14, its now Feb 15 and nothing has been fixed, they blame BT who say there is an issue but they can't find it and that' all they can do!
Ticket goes unanswered for weeks at a time despite being chased by myself.
Avoid Plusnet.

I was promised an automatic (sent by cheque within 60days) £50 cashback when signing up, when my confirmation email didnt mention the cachback I rang up to check it add been applied, she confirmed it had been and yes it was automatic, 5 months later and many, many emails and still no £50, first they said there was no offer, then there was but I wasnt entitled, then I was entitled but did not claim it in time... useless. Broadband speed seems to be ok most of the time but online tv frequently freezes, connection drops and signal barely reaches the next room.

do not go with this company wish i had read the reviews before i took out a 12month contract broadband speeds vert very slow keeps dropping out 40min wait today to speak to customer service. will not be renewing my contract with them after 12 months.

Into my second month now with PN.
What a difference to the slow offering I had previously from Sky.
Change over went exactly as I was advised, router landed when they said it would, Openreach chaps came and did their bit when I was told they would (they were actually an hour early!).
I was overcharged on my first bill by £5, but a couple of emails later, that was credited back to me.
Getting Fibre free for 6 months is a great bonus, and at a cost of £5 or more less than Sky, I can't fault PN (And their fibre speed is twice what Sky could deliver)
Well done Plus net.

the worst experience of my internet history, i have used virgin/sky etc which all have been perfect, switched to plusnet and it is a living nightmare, i am being cut off daily 2 or 3 times, when i rang up the 8th time they had me taking my phone socket to pieces to try to fix the problem myself haha what a joke im no engineer, there customer service is non existent, they had the cheek to offer me a £2 discount for all my troubles even after admitting there is a fault (insult) is the word for that... the sooner my contract is up the better, put simnply plusnet are horrendous, im giving 1 star all round as there is no option to give a 0 star rating, 1 star is still generous, to any potential customers please avoid and go somewhere else as you will regret it otherwise !!!

Surprised speed is so poor and always an excuses. Worse than it was with B.T. wired connection! I believe i have been miss sold fibre as the cable to my house comes over fields, was assured by B.T. and Plusnet it was fibre and the wiring across the fields would not be a problem as would be fibre optic either side! Silly me I'm thinking as I think of the story of the Kings new cloths. Was warned of priority usage, by Plusnet, slow me down to speed up someone else - yep I'm sure it happens!

Save spending out money to leave Plusnet don't go there! Being a pensioner on a low income I can't afford to leave at this time. Rely on broadband as live in rural countryside and seldom see anyone, it's contact with friends and family for me! Need shopping on line esp. groceries, it's so disheartening when you try and amend a shopping order and broadband is so slow in the evening when others are doing the same - points to priority use or my being far away from exchange which I was told was no problem with fibre optic connection!

Not a happy bunny wish I had stayed with BT sooner the devil you know!

After i changed provider Plus net where still billing me 3 months later Then i got another bill for £42.55 for cancellation charges after they said there wouldnt be any.Customer service is really bad and it takes at least 15 mins to get through. On a positve note broadband is pretty good but i would not recommend.

I chose to go with Plusnet in Sept 2014 after three solid years with Virgin Media purely to reduce costs. We had everything installed at our house in Birmingham as per the dates and things were going pretty well. We moved home on December 17th and arranged for our broadband to be moved to our new address. We were told it would all be sorted on the 24th December, so Christmas eve, Christmas came and went, as did New Year - still nothing. We finally got online on 7th January. About a week after this the broadband went off, this was because we changed our direct debit details and apparently this hadn't gone through in time when the bill was requested. We subsequently paid this over the website and we were back up and running. Suddenly out of nowhere our broadband went off again on 22nd January. We tried to call Plusnet on their 0800 number but our phone line wasn't working so we had to use our mobiles. We were on hold for over half an hour before we ended the call still without an answer. We decided to try to contact them through the website, where we finally started getting some responses. We were told that they can look into the problem but we may be charged £50 if it is a fault on the internal wiring, which I was shocked with as we haven't touched anything in our house and we only use the wifi for logging onto the internet. I told them we won't be paying anything as it is a problem on the line into our house. We have basically had to accept the liability of a £50 charge just to get them to speak to us on the fault. Subsequently they have asked me for my mobile number, which they already have, and some dates that I can do. I told them on Tuesday I could do certain times that week and they never came back to me, so now I have to rearrange next week so they can send someone over. I was then sent a link to a youtube video to check my phone line, which I found bizarre. I work as an electrical engineer for a large consultancy so I think I know how to check a line in my house! We still have no answer from their customer services department as to when they are going to actually bother to fix their line. My wife works from home so she has had to go to Costa just to get online. They are an absolute disgrace and they need to start getting a grip, I don't know what has happened to their company they used to be pretty good but they are awful now. I wish I could cancel my contract but I will have to pay the remainder of it. TRUST ME IF YOUR THINKING OF USING PLUSNET, DON'T, THERE ARE MUCH BETTER COMPANIES OUT THERE, LIKE SKY, VIRGIN, TALKTALK ETC - AVOID PLUSNET LIKE THE PLAGUE THEY WILL NEVER SORT THINGS OUT FOR YOU - THEY JUST SEND LINKS TO YOUTUBE VIDEOS TO FIX FAULTS - ABSOLUTE JOKE.

Customer service is very poor. Do not trust the online chat service.
When things go wrong they are of no help, and seem happy to loose a customer rather than make up for their mistakes.

One star is far too generous for this utterly disgraceful company. The absolute WORST company I have ever dealt with. Have left me without a land line or broadband for over a month now. I've rung and rung and rung - sometimes up to 4 times a day EVERY DAY for the past month. Each time I have to repeat myself to a different representative and am told that the last person I've spoken too has misinformed me. There Customer services are polite but TOTALLY INCOMPETENT!!!!
It has been a catalogue of failures on Plusnet's behalf and on the meantime I'm being told (for the fourth time now!!!) I'll have at least another 5 working days before broadband can be switched on. In the meantime Openreach are telling me that there is a fault with the broadband line which they can't mend until Plusnet give the go ahead to send a broadband engineer which they won't do until the Order goes through in five days time. I will then have to ring plusnet to book the engineer which will take a further five days!!!!!
I have written this in the hope that someone from Plusnet will read it and get this sorted!!!!!! SHAME ON YOU PLUSNET!!!!