Plusnet Home Broadband Reviews

When I purchased this I was given an installation date on the +net web site of the 22nd (2 weeks time) a long wait. The next day I got a text stating it would not be the 22, but the 24. But since paying the best part of £100 I have received a number of texts each telling me it will be a different date, now it's moved again to the 25th. And that's not the end of it, that date is only for the phone line and I will have to wait up to another 2 weeks for them to switch on the Internet. NEVER USE PLUS NET Unless you want to wait a monthly to get online!

We have had Plusnet for around 4 months. Since being installed we have had severe issues with performance since day 1.

The first issue is the general performance of the Broadband, which peaks at around 4.3MBps download (well below the stated maximum of 7MBps), but more of an issue is the Upload speed, which never seems to get above 0.08MBps (a paltry speed compared to the maximum which is stated as being 0.7MBps).

After many, many calls and onsite checks (by BT), we are consistently fobbed off, the latest being that "There will always inevitably be times when performance will drop).

The second issue is that we suffer at least 4-5 complete outages per week, and have occasionally experienced 3-4 drops in service in one day, resulting in having to restart the router and suffering no service at all for a few minutes.

We are a business where 90% of our work requires internet access. On top of that, we have a web site development team - god knows how many hours have been lost through poor performance and related issues such as losing session ids to keep connected to the web server.

We have had a new router, new connection box and multiple times when updates following the open incident have never appeared. Additionally, having to wait for an average of 15 minutes to have a call into the Plusnet Business Customer Support services answered, I have to also rate the the customer service as very poor overall.

All in all, a very poor service and time to consider cancelling the contract and looking for a more reliable service provider.

If I could give zero stars I would. My connection cuts out every 30 minutes. Plusnet told me it's because my router is nearly 6 years old since that's how long I have been with them. But they won't replace the router unless I pay £40 plus P&P. Or sign up to an 18 months contract at a higher price than newer customers. The connection is non-existent, the customer service terrible. Why would I sign up for a product that doesn't exist most of the time? If you want a perpetual headache, Plusnet are the company.

Switched from BT due to spiralling costs. Was dreading the switch and all the problems we might have but it was seemless and stress free. Regular updates by text and email. From Plusnet.Have not had any issues so far. Broadband speed same as with BT. Really pleased we halved the cost of broadband with no noticeable issues.i would recommend Plusnet ......

The connection is interrupted
Very busy customers services, did not book the engineer appointment only after a week, so the appointment got delayed until after the new year, so 3 weeks without internet
Dr Ashrf

Not the greatest service out there, but it is slightly cheaper than BT. Broadband speeds vary greatly and are not consistent. I have often noticed service drop off which although temporary are very frustrating. Calling customer service results in a 45 minute wait on hold. My contract is ending soon and I will be looking to change provider. If you are on a budget this may be a good option, but the frustration of slow speeds isn't worth it for me.

I'm having to write this on my phone via 3G connection...really this says it all about my home Plusnet fibre connection. This isn't the first time it has failed to connect. Sometimes the speed reminds me of the days of dial-up.

Plusnet believe that they can use words like 'Unlimited' and 'Anytime' in their marketing and then apply special terms and conditions to these words which - if you're not aware and not careful - lead to unexpected charges.

we'll do you proud my arse. they lie and get out of any thing they can. dont accept responsibility when the service goes down. charges are sky high. they never respond to complaints, so i ring and they are rude. broadband speed varies dramaticly day to day which makes my internet streaming useless. dont use plusnet they make you miserable.

Slow speed below 3 Mbps all the time.Unable to watch movies from lovefilm, (had to cancel subscription)youtube etc... Rubbish !

Very happy with the service so far, it took quite a while for an engineer to come out but the broadband was up and running within an hour. Great speeds and the customer service has been ace so far (though there are long waiting times) I'm happy I switched from Virgin :)

I don't know what to say about our experience with Plusnet. The guys of the end of the 'phone are very nice but no-one seems capable of resolving our fault even though we can see what the problem is! We have been without service, wifi, broadband or a telephone line for a week now. it is a nightmare. We have rung and told them that the box on the outside of our house is hanging off with wires hanging out and we need it to be fixed. They told us that they have organised for an engineer to review the whole (3 miles of) line. They cannot tell the engineer to look at our box because they do not have this option on their system. We just need someone to come and sort a known problem out but they cannot do so. They are fine is everything is going smoothly but can't cope with a problem. We are thinking of moving back to BT

No complaints at all. Speeds above those promised. Friendly well informed customer service people with Yorkkshire accents I can hear well and understand. These guys rock.

After many a year with them, I shall not be returning to PlusNet - EVER!
An utter disgrace of a company; it is sad, because it wasn't always like this. Now, it seems that cheap-suited estate agents man the technical support lines.

We've been having intermittent broadband outages - confirmed by their own tests, and they claimed that the copper wires in the walls were cut.

Really? what part of intermittent don't you understand, and why does the phone line which uses the same copper wires still work then?
Speaking of phone lines, recently, our next door neighbour kindly let us know that he can access our phone line simply by plugging his own phone into his own socket. PlusNet sent an engineer out, and he didn't anything except report that fault has been fixed - fast forward weeks later - the fault hasn't been resolved.


We have since lost confidence with PlusNet, and decided to transfer to another provider (BT); but the fault exists, PlusNet suggested that the new provider take over the fault, because they won't deal with it.
Well, at least they admitted that the fault is still there after lying about fixing it initially!
No doubt they'll still be stealing cash from my account (when you take money in good faith but don't deliver a service, this is THEFT), so I'm now writing to the Communications and Internet Services Adjudication Scheme.
A disgrace of a company, and some of the most uninformed uneducated part of the human race man their technical support lines (I mean the copper wires fib had me in stitches!)


Stay well clear of garbage like plusnet.

Can`t even fix a fault with their own equipment.
I have had to take many days off work, and still the fault with thier equpment is not fixed. they continue to take money for a service they are not providing, and as i have lost so much money sitting at home waiting for an engineer to visit if they actually turn up, they claim they have a photograph of my front door to proove they visited, this is contrary to 6 hrs of cctv footage. i may be forced to take them to court, as apparently a payment for a service that they can`t provide is non refundable.

After the 3rd and final BT visit my connection speed is less than when i started to complain about it dropping out. and plusnet`s responce is its fixed. i think not.

#92123225

I was originally with SKY and then wanted to move to PlusNet. What a disasterous decision.

Initially when I placed my order, Plusnet gave me 7th Nov. as the date on which both my Phone and Fibre broadband would go live. The same day by evening got another text message confirming that the broadband service would go active on 11th, i.e 4 days from the originally agreed date.

To my surprise I have got another text message confirming that the broadband would go active on 20th of Nov. i.e after 13 days from the original agreed date. This is when I had called Plusnet and explained them that I need my broadband all the time as I have to work remotely. I even told them that I can live with couple of days of outage, but not more. They put me through to a representative of their provisioning team, who said that he has changed the dates to 10th being for the phone and 11th being for the fibre broadband. I was happy.

But, when I called again after 2 days just to make sure that the services will go live on the promised dates. I got another shock, I was told that the Phone line will go active on 20th and broadband will be active on 11th. I even asked them how can it be, but I was assured that there will not be any interruption to my service from SKY and will be handled carefully. I was also told that on 7th nothing is going to happen.

As I was afraid, on 7th my phone connection went down and so as my SKY broadband connection. When I spoke to the Plusnet team, they said on the system it was showing 7th as the phone provisiong date and that's the reason their supplier initiated the transfer. I even asked them why I was told differently when I called them couple of times earlier, for which I didn't get proper answer.

Be carefull and think twice before moving from a different provider to Plusnet. They can't be trusted for what they tell you.

Customer service was perfect. Had to wait a while to get through to a technician but they made it clear that there would be a wait at the begining of the call. Once through, "Faz" was fantastic. He was very patient and polite and talked me through everything. He was very knowledgable and explained everything very simply without patronising. All in all truly excellent customer service.

Very poor broadband speeds (<2.6Mbps)
They are owned by BT and offer the same terrible service. They offer a better deal to new customers than existing customers. AVOID THEM, THEY ARE TERRIBLE.

five star customer service very happy with plusnet every time I need any help they deal with very professional way highly recommend plusnet recently got new contract with unlimited fiber they offer me very good price without any connection fee

You get what you pay for. Months of slow download and upload speeds and dropped connections. Even the lowest resolution videos are unwatchable because of constant interruptions. Customer service is patchy and response times to complaints are poor. Time for a change of provider...