Plusnet Home Broadband Reviews

Dont do it!

My family and I have had real problems with plusnet in the past. So so lucky if you can get through to customer service within 30 mins. Do not look after customers once they have you in their hands. Just paying more than we should after year massive problems and two teenagers doing final exams with poor internet. Finally came out and checked system. Only decided we need fibre which has proved most expensive. Emails often not arriving at destinations.

Phone service - ouch. Suggested we had new phone number because of unwanted calls. Took advice to find they had given BT number which previously belonged to someone else but never told us this. We now have more unwanted calls than ever. Tried paying for these to stop with additional £4.00 month but this did not work. No apology from Plusnet blamed BT!!

Under no circumstances will I stay when the present year expires. Poor customer service and they do not look after existing customers.

Went with plusnet because it was endorsed by Which? Magazine.
It took over 2 months to get my phone and broadband running.
This entailed the engineer failing to turn up for the initial connection, two accounts being opened, my phone number of 20 years being lost, all phone sockets in the house being disabled and still after all this time slow connection speed.
So I pick up the phone and call "customer support". Give me a break please, support ? I was on the phone 1 hour and 40 minutes two Fridays ago for them to agree to an engineer come out.
I then got a e-mail saying that the engineer had been and the problems with the phone sockets and speed issues had been fixed.
What engineer I asked after waiting 43 minutes to get an answer from "customer support".
Two days later I get an e-mail saying there had been a mistake and the engineer would arrive on either the 22/23/24 of July.
22/23//24 came and passed and no engineer. This in it’s self was a problem in having to cover 3 days. Another day’s holiday for me one for the wife and my father covered the last.
However the engineer did turn up unannounced on the 25 !
Then I get a phone call saying sorry and that plusnet will offer me some sort of compensation.....won't hold my breath. (was reinbursed £31 last week)
Another point is that plusnet software doesn't support Mac o/s.
So there is no plusnet assist or McAfee which I am paying for.
Talktalk had a family filter so with a press of a button you can mediate what family can see or not, plusnet have nothing.
I pay for 76Meg broadband and when they first assessed my line they told me I would only be able to get 63Meg max.
I was lucky that last year I have a fax line put into the house and with the help of the engineer it was swapped over. I now get 52Meg instead of 38.
Plusnet always blames BTOR but it is plusnets failing to deal with BTOR which is the problem.
Why do you advertise for more customers when you clearly cannot support the ones you have.
I didn't do my homework before I agreed to this contract and am now paying the price.
I did try and cancel but i was one day over the allotted 14 days and they refused let me leave. 1 day !!!

DO NOT JOIN PLUSNET.
What a massive mistake I've made.
From the start they failed to turn up on the initial change over and that meant that I had to wait a further 3 week wait to have b/band turned on.
They opened 2 accounts for me which caused more problems.
They lost my phone number of over 20 years.
They gave me 3 dates to cover for an engineer visit. 22/23/24 of July.
He turned up unannounced on the 25 !!
All the phone sockets in the house were disabled.
3 months to get 50meg download speeds, but they still charge me 76Meg.
No support for mac o/s
Customer support is absolutely rubbish.
But they have rebated me £31....joke company.

DO NOT JOIN PLUSNET.

Plusnet gives Yorkshire a bad name! I moved to them in January, the broadband has been erratic at best, culminating in me asking about cancellation. The guy I spoke to offered Fibre broadband, which I refused, but he ordered it anyway! I'm still trying to sort out what the hell they have done/are doing with my account. I can only leave them if I pay £160+ cancellation fee, even though it's them that isn't fulfilling the contract. And they've just increased their phone charges adding insult to injury. And don't try to phone them to get anything done - it takes forever for someone to answer and then they don't help at all. Very polite though. Roll on next year when my contract finishes and I can move to a provider that can actually provide what I'm paying for - and hopefully will have 'customer service' that lives up to the hype.

I have been with Plusnet for 2 years and the service has been consistently horrible. 'Due to high demand' - I always get this message + 30 minute wait on their tech help line. My internet drops out and they seem unable to fix anything. A dreadful service. The t.v. adverts are the opposite of how they really operate.

My parents had a problem with download speed when they upgraded from one plusnet package to another, instead of 6Mb they get 0.2Mb download. I have been an e-commerce software developer for over 20 years and even I was put off by their veiled threats of charges when I tried to raise a problem record, none the less I provided all the details Plusnet needed including the diagnostics from BT, and installing a spare router and a new line filter and testing on many different occasions, and now they wash their hands ... to quote "Since we are not the landline provider, we cannot specifically test to pinpoint the fault or report it to Openreach, only perform a broad test that will return with a fault or not. Please speak to your landline provider in order to raise this fault."! So they expect my parents who are over 70 and all the other people out there who may not be quite as savvy to try to deal with BT directly. Very disappointing, thank goodness for CISAS.

I have endured nothing short of a terrible time allowing Plusnet anywhere near my phone line and broadband service. Please read my experience before contemplating your choice of phone/internet company - I don't want anyone else to go through the stress and pain I have suffered and so I am sharing my experience as it was...

I was persuaded to cancel an order with BT in favour of Plusnet's "Outstanding Service". I did order a transfer of line and a fibre broadband service from them.

Plusnet cut off my Talktalk phone line including my valued home number and broadband service on August 4th in error without reconnecting me to their service. This was not the correct day as I had already requested a much later date some weeks before, because my wife has a lot of night shifts and access to my home office communications is critical at the present time. I was told that there had been two serious mistakes with my seemless transfer and my number had been terminated by mistake as well.

I have been chasing around for hours on end calling and writing on their ticketing system which appears the only way to get anything done or complain but nothing seems to happen. When I called they simply said that complaints were not taken by phone. My complaint seems so far to have been ignored (but then perhaps that is OK as they say it might take 5 days - or more I was told when I called as they had a lot to deal with at the moment and the systems were down that day apparently!) - So are mine - internet and phones for my home office (VOIP) and home phone line!

They now say they have allocated a definite day more than 2 weeks hence as the earlier dates I requested are now not available for the restoration of my service that should still be operational - not quite the same as waiting for a seemless transfer a couple of weeks or so late - is it?

Having decided I did not trust Plusnet to install my service again (after all the mistakes and poor service) and not too sure whether this date is actually booked (they have a odd requesting system which didn't happen for me twice before). I decided to order a transfer of my line to BT which can be done in 5-10 days (quicker than waiting for Plusnet to reconnect me). However because of Plusnet's double mix up my line can't be transferred at the moment! I have tried to discuss this with someone at Plusnet but they don't seem to be able to help me despite the fact they are in effect locking my line up preventing me doing anything.

My only other option has been a radical one (justified I feel). I have this evening abandoned my home line, number and internet service and ordered a completely new line from BT for installation. I know now with confidence that although I will have to wait a little longer that my new service with BT will be installed on 28th August by a company that I can actually have a dialogue with and rely on. Unfortunately it is not quite the service I want as the unlimited service with BT is too expensive for me so I have had to settle for a 20G limited service. This is I feel a desperate solution to a serious problem that I simply cannot tolerate the loss of all these critical services any longer. The Plusnet line is therefore now surplus to requirements and I am wondering whether it will be possible to recover the number that is so valuable to us?

This action has been a very costly (£400 down in pre-payments), lost my long term land line number (what a pain), no internet and phone for home and office for 3 1/2 weeks not to mention all the wasted time and stress trying to resolve this.
I am considering my legal position with respect to the various aspects of this and how and in what form Plusnet could make this whole dismal saga up to me and my poor wife. We are beside ourselves with the whole thing!

If a manager at Plusnet is reading this then perhaps you could give me a call on my mobile. This web site may be the quickest way to initiate a dialogue with someone who actually cares at Plusnet? I say contact me on my mobile because my land lines are down and I only have sporadic access to internet. I did call a few times on my mobile and after queueing for long periods when answered I was told no manager was available and that all complaints should be directed to the ticketing system (5 day response at best) and I was concerned with the call charges I might be racking up calling an 0800 number on my mobile.

Or alternatively apparently I can write a complaint to their headquarters. Then I can have a blistering 10 day response time!! I have chosen the faster approach and heard nothing so far.

So if you have read this far and are considering what phone/internet company to use then you can make up your own mind, I have simply shared my experience with Plusnet on this occasion. I would also like to ask the managers at Plusnet to withdraw the advert advertising the great customer service which keeps coming over my car radio and now makes me grind my teeth. Unless my experience is an isolated one, which I suspect it is not, them your advert is, in my opinion, a misrepresentation of your poor customer service through a slow ticketing system.

My final comment is simply that this is the worst customer service that I have ever experienced with any company I have dealt with particularly when it has been their mistakes that dropped me unnecessarily into a distressing crisis. It has made me feel that the managers their do not seem to care at all.

My feeling is that I should consider issuing some sort of legal proceedings for damages if appropriate refunds, appropriate financial compensation and an apology are not forthcoming in double quick time.

Any response Plusnet or do I have to pursue this along those avenues?

Be wary when joining if you ever plan to switch away. I was with Plusnet for many years, decided to switch away, then got 5 emails and a text demanding money after the switch date when I was no longer a customer! Plusnet said they weren't notified of the switch (even though it's automated), so I had to pay for 2 weeks after the switch date and then another 2 weeks after that to cover "notice" which they already should have had from the automated switch-over, then pay £30 fee because the new provider "wasn't on their network". None of this is clear or fair, but it's all buried in the T&Cs so you're stuffed. All that money and years of being a Plusnet customer and then they screw you for a few pounds if you try and leave. I've put in a complaint and another to Ofcom. Shameful.

I have been with Plusnet before they were bought out by BT. I wanted to transfer my broadband from another home which was Talktalk to this property. When I called plusnet about how to cancel they said I would be charged a £30 disconnection charge. I then said I was moving an existing talktalk account and the operator then said there would be no charge. Guess what, they charged me £30. I have had three further phone calls with their operators and a number of e_mails from Plusnet threatening to take my outstanding bill to dept collectors. They also gave me an in-depth understanding of why I incurred a charge. I have paid but I am infuriated that they gave me incorrect information in the first instance. I found it impossible to speak to a supervisor. I also made the point that they must have changed their contracts when BT bought them out because I would never have joined a company that charges the user when you dare to leave them. My advice to anyone is not use Plusnet because when things go wrong they are inflexible and do not care about their users.

Avoid Plusnet!! I paid for high-speed (up to 38mbps) unlimited broadband. When I connected a smart TV I had constant buffering. When I rang Plusnet, my two support calls took first 54 minutes and then 57 minutes ON HOLD waiting for tech support. Tech support then told me that HE had a smart TV and his freezes sometimes.....Really, this is not a diagnostic...so I decided to leave. Leaving PLusnet is VERY HARD! (yes I was out of contract). They insist that you have to speak to someone on the phone, they 'won't accept' notice by email, they give hard sell - which is laughable considering that even when trying to leave you have to wait ON HOLD for ridiculous amounts of time. Never Never Again!!!!

Would not recommend them at all. A 15 minute wait time to speak to to an advisor comes as standard and they can be quite incompetent and slow to sort things out. I don't understand why their customer service is rated so highly, I certainly don't.

I was signposted to Plusnet through Simplify because Virgin Media my previous ISP were not available in the area I moved to. I have been dogged with problems since signing up to Plusnet, first problem was the router did not arrive, I contacted their customer services and they had to re-order another router. Realising the order I was quickly billed for may not have been placed on their system I contacted Plusnet to get a connection date. I was informed that my service would go live on the 12/06/2014. Considering that I had ordered the service at the beginning of May I was not impressed with the speed of Plusnet's activation date. Plusnet sent me a text informing me not to connect my router until I received a message that the broadband had gone live. The date promised expired and I called Plusnet and discovered that the package they had sold me was not available in my area, they now had to change my order. I was downgraded to 8mb but reassured that they would upgrade me on the 01/08/2014 when BT put more capacity into the local exchange. Ok, maybe not Plusnet's fault but why sell a customer a product that does not exist in the first place?,.. I waited patiently for 5 days for my downgraded product to go "live",...no text message by the 17/06/2014 and I was calling Plusnet back to get an update on my broadband activation date. I was informed by the customer services department that they would do everything to get my broadband service up and running asap. On the 19/06/2014 I received a text message informing me that my broadband would be active by midnight on the 25/06/2014, but please do not connect your router until you receive a message confirming your service is active.I waited patiently on the 25th anticipating a message and as it was nearing Plusnet's support line closure time I decided to call them . I was informed that my broadband was now live and I could be connected immediately by one of their technical advisors,...where was that text message????,.. they said they had sent me an email,...doh!!.. I have now been active with Plusnet for just under 2 weeks, not impressed with the speed. I ditched their skinny little male to male RJ11 cable for a Belkin (superior product in my opinion),..also removed the BT plate on the master socket for a new faceplate to eliminate the filter dongle supplied by Plusnet. I was hopeful that these mod's would improve my speed,I was receiving .7mb download speed instead of the claimed "up to" 8mb from Plusnet. I have only managed to squeeze an extra 1mb with the improvements, so still very slow broadband, lets hope BT get that upgrade in place in August,... grrr!

The broadband itself was fine. Our shock was the horrific customer service. It took us two days, being cut off five times, and almost three hours on the phone in total to cancel our account because we're moving. Oh and also cost us £142. Shockingly, shockingly bad. Don't put yourself through it (after you're cut off the third time you near on lose the will to live).

Left Plusnet a year ago to go back to TALKTALK (who really, really do have poor customer service) this was mainly because my existing TV supplier no longer offered Sky Sports on a monthly basis. Bad move!!! have bought myself out of the contract to return to Plusnet.

Changing back to Plusnet and switching to fibre has been a good experience. A few teething problems and a misunderstanding were quickly and efficienlty sorted by friendly staff who knew their stuff and held real conversations rather than just finding a relevant(????) part of their script to read.

It's great to be back - can't understand most people's comments. Perhaps it is like other walks of life - doing a good job is only what people expect and therefore do not comment, whereas the relative few with bad experiences make a lot of noise.

Had a rgular 10mb connection download an 0.36 upload then it fell apart for 5 miserable months whe my dl speed fell to 3mb andand upload down to 0.03 .got an engineer out who said I had 12 mb to the router but only 4 mb after so changed to another plusnet router still the same .changed supplier to sky and now have 12 mb dl and 1.1 mb upload and ping for gaming droped from 80 to 19

We moved over to plusnet after consistently getting ripped off by BT enough was enough ! Found plusnet to be quick and easy to change over too, staff very helpful. Switch was done and no fuss or problems. Broadband speed might be slightly slower but hasnt really made any difference. paying half what i was with BT, thanks Plusnet x

Terrible customers support, slow broadband, 45 mins on hold normally when you call them, £30 to cancel.

Ok when no problems - then its denial time. Customer is threatened with service being blocked when plusnet got its admin wrong. Has to be customer fault! They lie, misinform you. Leave well alone!

I had PlusNet broadband put in due to the English based customer service and support, what I didn't realise was how often I would have to ring them.
Was sent a faulty modem which only after a month of no broadband they sent a new one out which does work but will need resetting regularly which they send you instructions of how to do this so you don't have to keep ringing them. I would not recommend PlusNet and when contact up with them will be changing.

I just switched from sky to EE, however EE messed up and had only placed the order at one end or something and they the lied to me about compensation so I canceled and went to Plusnet (by now i was already 1 week without broadband as sky had switched my broadband of expecting EE to take it over) plusnet said they couldn't take it over as an order was still in place with EE, despite me ringing EE 3 times to confirm it had been cancelled (so this took another week) then plusnet informed me it takes a week to set it up and gave me a go live date. i then got another go live date later than originally told for no reason whatsoever, but even that date came and went with still no broadband, plusnet then told me the order was cancelled as EE had switched of my phoneline, (despite them telling me they wouldn't until it was switched) so a month later I still have no broadband and have been told it will be at least another week though haven't been given a date yet.