Plusnet Home Broadband Reviews

Speaking with customer service depts. normally fills me with dread, but they seem to be a necessary evil in life, so...after my discount period came to an end I contacted PlusNet to see what they could offer for a new contract. This call was handled in such a professional, helpful, and friendly manner that I immediately signed up again for another 12 months. It is very unusual for me to immediately roll over and renew without fully exploring the market for the best deal, but having had no complaints with PlusNet on any level to this point, and having recently experienced shoddy service from various other customer services, PlusNet is the best encounter I have ever had with a customer service dept. by miles.

Signed up, gave them a mac code, paid my money. Moving from BT. Didn't hear anything for a month. Got onto customer service, no one had dealt with my transfer. Told to get another mac code (more hassle from bt) Looks like they didn't want my business. They are part of BT so probably don't like people changing to the same service for less money than bt. Waste of time, customer service wait time on phone.... 30 mins. They didn't do me proud!

Horrifically bad. Took over two lines on 1.11.13 and its been a disaster ever since. Two engineers have been sent out to check the "faults" there are no faults on the line or with the equipment - the fault is Plusnet. Customer service is shocking - hours and hours listening to overloud music and being passed from pillar to post to speak to people who do not have a clue what they are doing. Promises of the same or cheaper bills are false - they've doubled. Having had a wonderful service from a company that they have "acquired" we are now experiencing the worst service known to mankind, actually there is NO service at all! Don't touch them with a barge pole.

Stay away from them. only way to contact them is a 30min wait on a premium nr. No Email address and no way to resolve problems. They have an ironic playlist while you wait too - someone there has a sense of humour!

Plusnet is great unless you have to communicate with them!! The queues for holding on to speak to them is a nightmare, at least an hour today!! If you contact them about an ongoing problem, because of their system of a reply within 24 to 48 hours, you daren't phone them, because you know all it's going to do is put you further and further back to sorting your problem. It's the same if you email, having said that, between their ridiculous jargon for eg:- "ticket instead of question", their unbelievable website which is so difficult to navigate round, you need a degree in itself, to send that email. Like so many companies today , they are greedy obtaining as many customers as possible through reasonable pricing, but then not interested in an infrasructure, capable of giving a good service to those customers!! In my opinion, they seem to do everything they can to obstruct reasonable communication with them. Having said that, their pricing seems ok and I didn't have a broadband speed problem at my old address. Both times that I have had trouble, at my old address, it was never really resolved, I have just moved and a week later, I still don't have a landline/broadband and I haven't had any communication from them advising me of any progress!!!

We have been with plusnet for 18 months and have had no problems at all. Good speed, no drops in connection, great customer service.

Just moved to a new house and at the same time we reviewed my plan to an even better one with a discount.

Customer service is always really good and great that they use an 0800 contact number.

Internet is always on and always works with no messing about - that's all we need and that is what plusnet provides!

Would definitely recommend.

2 months after switching my ISP (using MAC code etc, as advised), clearing my last bill and cancelling the direct debit, Plusnet started harassing me for 25 quid. My crime? To have switched to a service provider they didn't like (Post Office). When the salesman told me this charge wouldn't have been applied if I'd switched to BT, I laughed in his face and hung up. Now I'm getting debt collectors' letters

Slow speed. however they say you judge a company on how they react when things go wrong. Plusnet are truly dreadful. Line is down and they have no service level agreement with BT to fix. Result is I am to be without a phone or broadband for a month. I cannot speak to BT they wont speak to BT and when I phone they say they will phone back in 3 days -what a joke of a company!!

Like some of the above comments, we have been with Plusnet for years. Recently the customer service and the costs/charges have been despicable: Bar one operater that we spoke to all others have been unprofessional sarchastic and far from offering the "reliable service" that they promote. They charged us for their mistakes which appears to be standard practice these days. WARNING:- DO NOT USE PLUSNET.
I would not recommend them to anyone and will certainly never use them again myself.

Speed was OK but when terminating contract, account was closed so couldn't access any invoicing details then got threatened with debt management agency because of unpaid monies. Disgusting !!!!!

It took them 3 months to set me up (continually contacted them). The broadband was slower than previous provider. Broadband connection was down a number of times. Also took a payment after I had cancelled and I am still waiting for a refund.

Extremely poor service, I won't be back.

Dreadful service worst 12 months contract I have ever had. Invariably could only get the half the minimum advertised rate - less than 0.5 mb/sec. Despites numerous complaints and commissioning my own telecom engineer to pin point the problem for Plusnet. It was easier for them to constantly ignore the problem. Thank goodness I’m at the end of the contract and have signed up with another provider – can’t be any worse and hopefully they will take customer service seriously.
Finally I have sought out a review site to at least make other think twice about what to expect from Plusnet.

Hi
have now been with plusnet for 3 months following o2 sale to Sky. Did not move as had terrible service from sky.Speedy set and getting 19mbs. The only compaint I have is that at busy times there can be a long delay in getting through to customer service, though it is free unlike some. When you do get through very helpful and technical issues dealt with promptly

I took a monthly contract where I need to pay around £55 including 1st month charge. Till 2 months, there was no service provided. I wanted to cancel my account. They asked for £23 pounds again. Remember, there was no service provided. I dont want to pay this amount as it is clear that these guys are bugging money without providing any service. There was a dispute for 2 weeks. At last, they closed my account saying that I dont need to pay anymore. But again, after 1 month, I received a letter saying that I need to pay £23 or else will be sent to debt recovery. It is getting horrible. Dont go with this money sucking guys.
Also, hate their customer service which will take atleast 30 minutes to get connected. Horrible.

don't waist your time or money swapping to plusnet NOTHING BUT HASSLE AND PROBLEMS FROM OCTOBER 2012 WHEN CHANGING OVER TO PRESENT MARCH 2013. Didn't bother to advise us of the answer machine (nor ask) engaged tone and an answer machine of our own which didn't work for over 4 months. it took constant emails and complaining about the telephone and internet going off and explaining about engaged tone and a BT ENGINEER TO COME OUT AND FIGURE IT OUT. CANNOT GET THROUGH TO ANYONE TO SPEAK TO ONLY SALES. SO FREEPHONE OR NOT, UNLESS YOU HAVE ALL DAY TO WAIST YOU DON'T GET THROUGH.

NEVER EVEN BOTHERED TO CONNECT US AFTER CHANGING OVER (I had to call them for this and managed to get through at about 4.30am)

THEN THE ROUTER YOU MUST HAVE WAS FAULTY - SO HAD TO WAIT EVEN LONGER. HAD NO INTERNET FOR OVER 5 DAYS.

MARCH 2013 CONSTANTLY COMPLAINING THEY PLACED AN INTERLEAVING THING ON THE PHONE WHICH SPEEDE THINGS UP BUT THE CONNECTION IS GOING OFF AT LEAST ONCE A DAY AND ONE TIMES FOR OVER 5 HOURS

COMPLETE WAIST OF TIME AND JUST NOT A SERVICE THAT I WOULD ADVISE YOU GO TO THE HASSLE OF CHANGING OVER TO, JUST TO FIND YOU HAVE EVEN MORE CONSTANTLY ONGOING PROBLEMS THAN YOUR LAST ISP (I KNOW YOU MAY THINK THAT ISN'T POSSIBLE) BUT JUST SWAP TO PLUSNET AND YOU WILL FIND IT IS !!!

Well I have not even got connected yet and even being a pensioner has not helped with getting my phone connected until two weeks after my other contract ends. It was the same day on the website but when the order came through it was two weeks later.

broadband not as good as made out to be the above says it all BT crappy sister company

Have to say that after around 9 months with them in this property and over 7 years in total (previously in N Wales, in 2 houses), I've had brilliant speed and excellent customer support when doing the transfer from there to here.

Speed at old location was around 2.5 Mbps for most of 2011, only 160 kbps and down to zero for 6 months in 2010 (until Openreach replaced the dropwire from the gutter into the house, as the insulation had perished). Speed did drop after the 'upgrade' to ASDL 2+ at the exchange (because I was 5 to 6 km away and attenuation was just over 60 dB, at the kind of level where they might have refused service back in 2001/2).

Can see that there are some who have had long running and serious problems and would only suggest using the USENET facility (in the Member Centre panel) to post a ticket number on the customer-service newsgroup and one of their specialist team who monitor newsgroups and a few other web sites may be able to move you from unhappy to happy, and might even be able to reduce cost for a while as a measure of goodwill.

I would not recommend PN to clients (and my own family) if I didn't have faith in the support and customer service staff, and no, I'm not employed by them, but just another (happy) customer, planning to switch from the Extra (60 GB/month) to Fibre Extra (250 GB) once my exchange is upgraded in December.

Having read a series of reviews about BT, Talk Talk and Plus Net, it's clear that every provider has at least some dissatisfied customers. I've been with Plus Net for nearly 10 years and their reliability and technical support has been superb in that time. Yes, we drop the connection now and then, but it looks like that's universal. I'm only considering a switch to get a better combined TV and broadband deal - as I read these reviews, I'm thinking change might be the worst thing I could do. Why mend something that ain't broke?

Old fashioned very poor speeds, often reduced to similar to the old dial up speed. Used to be much faster but has slowed down in recent years.
Thinking of switching to Virgin.