Plusnet Home Broadband Reviews

I have been with PlusNet for over 8 years, including 3 house moves.
During this time, I have always received good customer service from knowledgeable staff.
Prior to PlusNet I was with Orange, Wanadoo, NTL and others. Having a competent person at the end of the phone / ticket system is still a refreshing change!

Response times for customer service has increased since they became more popular - from ~2 hours in 2007 to 48-72 hours now. However, from my experience they have kept the technically competent staff.

I have just upgraded to fibre broadband and couldn't be happier with the way the process has been handled so far.

It works, it's reliable, simple, straight forward. Just does the job without fuzz.

I have been with plusnet 2 months now and I am very disappointed. The speed is very up and down but generally never makes it above half the speed we were told we could expect. The connection drops at least 3 or 4 times an hour. Customer services are only contactable by telephone after 45 minutes on hold. I have contacted them by email and they agree there is a fault with my Internet but they still haven't fixed it. They have billed me line rental each month even though I paid a year in advance. All in all, a shambles.

Shocking! After being promised a technician would arrive to install a line on New Years eve and my self and my fiancée taking the day off and staying in until 1900 no one turned up, quelle surprise. This was after waiting weeks for someone to come out. They now say I will have to wait weeks again. Obviously I cancelled my order as no more time can be taken off work. They even admitted this is a common occurrence as there systems lose orders. Getting a bit fed up with the customer being seen as a figure of fun.

Moved from BT to plusnet because of the poor service offered by their Indian call centre. I asked BT to negotiate a new contract 1 month before the contract expired. Rudely told No!!! When I terminated they asked Why Why...and was called many times. BT were told to release at 3am so as not to cause a disruption. BT decided to disconnect 24 hours early....

currently we have no line, as a fault has appeared on BT cable that we all pay the 16 GBP for.

plusnet claim to be powerless and BT will not take my calls.

the line is important as my father's emergecy responce is connected to the telephone line. But neithrr BT or Plusnet are proactive on the matter.

No phone so far for 3 days......

as for broad band BT had stole many years money off me as they charged for fibre optic, I am in the sticks on copper cables. Local box is active since 3 months. But Plusnet blames BT... etc

They are the worst example of 'big brother companies' that actually don't listen to anything you say, that is if you are lucky enough to speak with anyone!

Absolutely disgusted with customer service plusnet have been over charging me I have been waiting for a call back from them to resolve situation since 10th December, staff do not have a clue what there doing, strongly recommend not to use plusnet, service is non existence, don't answer your complaints or queries, they are unbelievable and website login page is rubbish. To top it all they don't listen to you they think there right about everything when actually don't know what they are doing and we have spent 6 hours trying to get in contact with them to no gain. My advice don't use plusnet. The star above will not come off I give them no stars at all.

Don't bother, I've never dealt with such a poor company. The customer service is shocking. I cancelled sky in hope of getting cheap fibre from a customer supported company.. I was so wrong. Order placed almost a month ago and still nothing. I'be been told, if I don't cancel tomorrow they will charge me £210 ..... considering I've not received anything from them ..... I'd say that is pretty steep. I will never deal with them again ... I wish I had seen the reviews here before even bothering.

8 months of the worst internet ever if they can fix on the phone after waiting 30 minutes to get answered they will try but anything over & above this you are on your own
About to try another provider hope they Are not all as bad

I don't usually write reviews however plusnet have been so utterly poor in every possible way I feel compelled to advise everyone to stay away from this provider. The number of problems I have is simply too long to publish.

I have been with Plusnet for a year now. In that year the internet connection has been down daily for varying perids of time. For the past two months it has been constantly. I have had 5 engineers visit and none of them have fixed the problem. They saty for 20 minutes and they say there is a problem and they need to send someone else and then leave. I phone plusnet and they balme BT. I have been on this merry go round for two months now and none of them seem to want to solve the problem. Don't use. Use a more established company and don't bother with these cowbys.

Over the years I have used Virgin, AOL and EE but none have given me the appalling service I have received from PlusNet. I was with them for a year with standard broadband which was OK and then made the mistake of switching to fibre broadband. Since then my connection on wifi has been slow and erratic; I have lost connection whilst writing emails, shopping online, and watching iplayer. And PlusNet's response? I have been told that it was BT's fault and I should complain to them (I don't have a contract with BT), then I was told that wifi connection can be poor with fibre so I should use a cable (later denied)and last week I was told to go into the router and try all 13 internet channels until I find one that is satisfactory. This is PlusNet's 'award winning service.' My advice - don't go anywhere near then.

Unable to comment on broadband speed and reliability, because the company have not been able to send me my modem yet - 2 weeks after ordering, and them telling me on the phone that modem will arrive 'over the coming days'. Dealt with a dreadful salesperson on the phone, who spoke faster than one can understand. Tried ringing today regarding the modem - 30 minute waiting time. Emailed cust service - email bounced back as they don't accept them. Not impressed so far.

HELD TO RANSOM!
We're moving house, they want to double our monthly broadband cost and tie us in to a new two year deal. This is scandalous. Not to mention the 47 minute wait to be answered and 19 day delay until the new service is active. I'm off back to BT.

I renewed my contract with Plusnet which included a £75.00 bonus. Due to confusion on my part I did not claim the bonus. Contacted Plusnet to claim bonus. They refused to give it to me claiming that the "offer" had expired 2 days ago. Another advisor falsely claimed that it was "a one day only offer". This was NOT an "offer". The bonus formed part of the contract. I sent an email to the CEO. This email was ignored. After writing a critical review online I was told that they would be contacting me. No-one has been in touch. This service is abysmal. Avoid them like the plague as they simply don't care about their customers.

I called Plusnet to get broadband and a phone line. I was told it would be 10 days and was given a day and date. I THOUGHT GREAT. I was given a time of between 8am And 12pm. I waited in only for the engineer not to turn up. I gave them a call and they rearranged it for the next day between * and 12. You got it, no one turned up. I again called and it was rearranged again, this time for in 2 days time between 12 and 5. No one showed up again. I again called them and the told me my phone and broadband was on and working. I tried the phone line and yes the phone was indeed working but my broadband wasn't. There help desk told me that the engineer should have left another box to go with the modem. I told him that an engineer hadn't turned up on the last 3 occasions. He said he would have to book another engineer. I then emailed the CEO of plusnet and the engineer came the next day and my broadband was up and running. "Great you would think" Well no. its now 2 weeks into my contract and my broadband isn't working at all now. Thats 3 days and they say it may be a week before I can get an engineer. MY ADVICE STAY WELL AWAY FROM PLUSNET. BUNCH OF COWBOY'S

Awful awful company. We signed up for one package and were given a totally different one that cost twice as much. After complaining again and again we got nowhere and have not even been offered a refund. We ended up leaving and to top it off they kept asking for payments months after leaving them. Also beware when you leave them as even if u inform them your leaving if you dont request a certain code they will charge you an extra £30 to leave! Apparently its in the very small print!!! Overall a horrible experience, with really really unhelpful no nonexistent customer service.

Worst customer service I have ever come across - they're even worse than Talk Talk which is saying something. From the very start of the 18 month contract they got the pricing wrong. When I went to renew the contarct as I was quoted one excellent price then that was supeceded by a lesser discount and at that stage I decided "enough is enough" but they continue to excel themselves in the stupidity stakes.

Now when I am leaving them they cannot decide whether I need a MAC code or not, with one advisor saying (on the phone and by e-mail that I do) and another stating by e-mail I don't and a third muppet saying they are both right! Honestly you couldn't make this nonsense up. Moving to the parent company BT very shortly and I'm sure Plusnet will mess the transfer up as they are absolutely useless and I won't be going back to them - AVOID LIKE THE PLAGUE.

I am sure PlusNet works OK for some. The problem is the broadband service is wholly unreliable at various point in the chain between the internet and even one computer, especially via Wifi.

Using the router's built in tools, the broadband itself fluctuates massively between 63Mbps (it's a 76mbps package) and 9mbps. The Wi-Fi on the Technicolour router is chronically bad on anything other than Mac devices, apparently because of the way the radio frequency protocols work. The fastest I have ever gotten from the system when it had 63Mbps was 34Mbps and that was right next to the router. The router is at one end of the house and a fixed PC the other and I have been as low as 0.34Mbps, for Fibre.

I just couldn't get my head around how I was seeing speeds this slow on a fibre connection. At the same time I check the router speed and it was at the 9Mbps. So you get a chain of things going wrong, each reducing the quality of the already poor 'previous step' by another order of magnitude.

This ridiculous quality of technical service has been the same in Manchester and in London. I've toyed with the idea of buying my own router.

I've not tried customer services yet, so can't comment on their abilities (so I've marked it a 3), but one thing I recommend with any broadband contract is don't expect what you get the day it's installed to be what you get in 10 days time. Traffic shaping, that all providers use to balance internet loads takes time to rebalance networks. So when the engineer leaves, the speed you get in 10 days will be different to how it is when installed.

On the plus side, the upload speed is very good. In fact, it's unmatched.

I was previously with Virgin Media, with 152Mbps but had to move to someone else because VM don't cover this area. I can't tell you how much I miss it. As someone who routinely works from home, this is a very costly problem for me because it impacts the speed at which I can work. However, I don't want to pay for a dedicated line as I can't justify the expense.

Plusnet allocated a telephone number to us. from day one we had constant calls for a chap who is obviously in serious debt. We contacted plusnet and we can either pay £35 for a new number, £4 per month extra to filter calls or £40 to terminate the contract. Customer services were patronising and were of no help. We are moving to another provider.