Plusnet Home Broadband Reviews

This review will be short and sweet. The speed is as advertised, customer service is great. But spend a second and see all the reviews about how bad and noisy the router is. You could actually hear it over the TV. Plusnet say that is normal.

Ever since changing over to plusnet my data usage has gone up. It disconnects randomly, even sat in the same room majority of the time my phone can’t connect. I might aswell not have a broadband! Would not recommend

I moved from Vodafone to Plusnet to save a few pounds a month. Worse decision of my broadband life. The Plusnet router/modem is so cheap and rubbish. Initially it did constantly disconnected any WIFI devices connected on the 5ghz signal. This was fixed via a firmware upgrade but only if you founf the thread on the support forum and requested that "Bob" updated your modem manually. Now the WIFI is intenittant, somedays its great, others I have to put up with my teenage children complaining about poor WIFI signal strength or the complete dissapperance of both 2.4 and 5ghz channels. I wish I had not moved.

What a bunch or lying cowboys!! Lousy customer service, gross incompetence and they LIED more than once. Do not use them, do not trust them. They cost us a lot of money and grief! AVOID!!

I have had several issues with Plusnet regarding errors on my account and billing. They have failed to resolve the issues multiple times; citing errors on their system. Despite promising resolution and refunds, not of it has gone through. Complaints through official portals are difficult and almost non-efficient.

Very poor speed and customer service .

Router would not allow a connection to the internet. I called Plusnet on 3 occasions and the staff were 100% helpful and courteous trying their best to help, eventually ordering the services of an engineer who came the following morning. He found a fault at the exchange and hey the internet is up and running with good speeds even on my basic plan. I have never had to wait very long when telephoning, brilliant customer service . If its bad service you are after --go join talktalk.

Dreadful, do not go with Plusnet. I've just changed over to BT, and suddenly we have reliable internet that doesn't keep dropping out. They agreed to waive our early contract ending fees but subsequently forwarded the amount onto their debt collector - I'm still trying to sort this out months after! Dreadful service, incompetant.

Nightmare experience from start to finish with unbelievably poor customer service.
To cut a very long story short Plusnet left me without any broadband when they were supposed to be taking over from my previous supplier and after I had rang them for the 8th time to sort it out they told me they were waiting for an update on my line so I was going to be without internet for at least another 3 and a half weeks and there was nothing they could do. Being self-employed I rely on the internet for work so they left me in a right mess. Unacceptable!

Having been paying for high speed fibre for a number of months, getting 15-17 Mbps when the minimin should be 55Mbps,and suddenly when I made a complaint to the regulator, the speed went up to 65Mbps. WTF

Terrible company to deal with. Been with Plusnet for almost 2 years, £32.98 a month for broadband and landlines. Paid this amount by direct debit without any problems, until 20 April this year. Bill came through as £35.98, rang them to be told the discount hadn't been applied. Then I get a text telling me "good news you are owed a refund" it's my money you took without my consent!!!! Next month bill for £38.00, same reason. So I cancelled dd, as they were actually stealing from me. I paid what I owed them by card online. This month's bill comes through and I am told because I haven't got a direct debit set up my Internet has been restricted straightaway. But if you want to talk to a manager you have to wait 3-5 days. I have told them I am now leaving as they broke the contract by tryin to steal my money. Rude, dim customer advisors. AVOID!!!!!!!

I have initially written the review on Trustpilot but thought I will put this on here as well.

Avoid at all cost - for home broadband service. Broadband speed slow and intermittently dropping out (no connection for hours on ends). Issues worse past few months. Also, very bad router provided - keep breaking and need replacing by Plusnet (which usually take ages to arrive, leaving me without internet). Very bad customer service. When I ring to try to sort out connection issue, always been told that they can't see any fault on their end. The internet connection was clearly not working then. They then 'offer' to send out an engineer, but threatened to charge me if they can't find any fault or the fault fall within my property parameter (including issues such as faulty router provided by Plusnet or Openreach facilities within my property parameter). Despite not providing paid service (home broadband), Plusnet does not allow me to leave without paying an exit fee. I have not change any of my internet/router set up - never have any problem with other providers.

When ask to speak to the advisor's supervisor, I had been told that the supervisor is too busy to speak to customer. I was also told there is no way to raise a complaint. The advisor also refuse to tell me the exact date that I can leave Plusnet without incurring an exit fee - ask me to ring again instead. Every phone call to Plusnet involves >30mins of waiting time!

Please avoid if you value your time and sanity.
--------------------------------------------------------------------------------------------------------------------------
Update:-

After several to and fro conversations with customer service, Plusnet keep replying with the same text:-

"Unfortunately in order to progress your fault further we would need an engineer visit as advised, if we are to book an engineer we do need acceptance of the following statement:
As part of the investigation of this fault, we may need an engineer to visit your property to test the line.
If the engineer finds the problem is with:
• Your internal wiring
• Your equipment
• The condition of your property
• If the Openreach network has been damaged within the boundary of your property by things like building or garden work
• Or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer.
This charge will also apply if you miss the appointment or you cancel without giving us 2 working days notice.
This charge will apply at all times whilst we are working on the fault and you'll need to accept this statement again if the issue is closed and then re-opened."

In essence, Plusnet can send an engineer out, inspect the facilities, find no fault for the frequent intermittent connection problem, and charge the customer £65, then close the case (without sorting out the unstable connection). And if a further complaint arises from the customer, the cycle repeat. No ending of charging customer £65 without resolving the issue.

I will just leave this out there for people to make up their own mind when they are considering joining Plusnet. If everything goes well, I suppose it can be value for money. But if there is any problem, beware of the level of customer service and their company's policy.

It is also interesting to note that I did not suffer such frequent service disruptions with other broadband providers over the years. My innocent mind always thought as the broadband connection facilities are provided by OpenReach, we should get more or less the same connection quality whichever provider I goes with - how wrong am I...

incompetent company who will deliberately lie and fob you off with excuses.

The biggest dogshit broadband provider ever, and while typing this i lost connection 3 times.

Customer service and communication left a lot to be desired. Their attitude down the phone was horrendous and the internet speeds they were boasting wasn't worth the hassle tbh. It wasn't particularly quick or reliable and the router you get is below par when compared with competitors.

Shocking service and reliability. I work from home so it's imperative that I have a reliable connection. We have had SO many problems with Plusnet over the years, but last year was the worst. It took about 4 months for them to respond to a problem, and even then they only did a botch job. The internet broke again today in the middle of a very important meeting. Thankfully I have a backup Huawei box for occasions like this. DO NOT RECOMMEND.

Shocking service and reliability. I work from home so it's imperative that I have a reliable connection. We have had SO many problems with Plusnet over the years, but last year was the worst. It took about 4 months for them to respond to a problem, and even then they only did a botch job. The internet broke again today in the middle of a very important meeting. Thankfully I have a backup Huawei box for occasions like this. DO NOT RECOMMEND.

Contract just ending. Monthly cost including phone has been £36 per month. New charge offered to me to continue will be £47 per month.
All this for 30 MB broadband and a landline phone that hardly gets used.
Service during last contract has been very patchy. Slow speeds, dropouts and very noisy phone line.
Contract will not be renewed

Our broadband has been dodgy all year. It goes in and out and cannot handle our broadband needs even though we have the best option (fiber optic). In the last week the wifi has completely stopped working. We have called plusnet multiple times, each time they say they will look into it and call us back but they never do. We are currently with no broadband.

Astounded at the poor level of customer service received. Chat line went off before hardly starting,(after 3rd attempt) emails bounced back with "no reply", (without indications that they are no reply),inaccurate information on notes, inaccurate information given on phone. Frequent "lines busy" message leading to hours spent sorting out what should have been a very simple matter but was given the runaround. Website appaling,lots of "can't deal with this request at present", drop down boxes that give no choice so don't go anywhere. At a loss as to how they have the customer service awards they claim to have.