Plusnet Home Broadband Reviews

I'm new to Plusnet and transferred on recommendation from a neighbour. Signed up online to a package, everything arrived OK and my phone/internet is up and running.
I had a shock when I got my bill and had to call customer service, I got through very quickly to a guy called Alistair Leonard who was able to answer my question and sort my query.
I was expecting a long wait and then struggle to speak with someone and a bog standard answer to my query but got none of it. Most reviews are poor my my experience was excellent so well done Plusnet.

I was a customer of Plusnet for many years when suddenly they sent me a bill forty times what it should have been. I queried it and they accepted it was wrong and they cancelled my direct debit to avoid overpayment. Since then I’ve spent many hours on the phone, have spoken to over 20 people in Plusnet. All agree that they made a mistake but this led to their system terminating my broadband, closing my account and hounding me for payment including through a debt collection agency. It’s been the most stressful two weeks I can remember and now I’m without broadband and all the associated services whilst waiting for a new provider to be set-up. And I read that Plusnet have award winning customer service…..

Router keeps disconnecting and getting worse by the day.

broadband cuts out maybe once or twice a day and for the past 2 weeks has been awful. upgraded to 'fibre' months ago to get a faster connection which gave us upwards of 40mb/s (not great but a definite improvement). now we are back to getting less than 15mb/s with no explanation or hope of improvement. shambles of a company.

I got plusnet after seeing their advert. "Award Winning Customer Service. The internet barely works, when I got it installed, they emailed to say great news, your services are live. Problem was, they hadn't sent a router. I was told they would compensate me with £35.00 credit, that was about six months ago and they didn't pay it and despite asking, there's no record of it. Very poor service as well as poor broadband

Sometimes review sites really just need a 'no stars' option... and this is one of those occasions. Plusnet customer service is beyond appalling. The staff are polite and apologetic but when you really need them they let you down badly - repeatedly. It takes over an hour to get through on the phone. If you raise a ticket it will be days before they look at it - they may not look at it at all. They say they will do things and don't. Their automated fault reporting system doesn't report faults. Their automated billing system raises random bills. When your bill is due they block your access to their website so your only way of logging in or contacting them is via another internet provider. Honestly, I could go on all night. There are thousands and thousands of furious customers. How they are still trading is a complete mystery.

Broadband move with Plusnet - an unmitigated disaster. Notified months in advance and only delivered almost a month after being in the new property.
Numerous telephone calls and emails ignored or left open - at a time when we all work from home.
Appalling - especially at a time when the UK has third world broadband speeds too. Avoid!

Shocking service, near useless wifi and dreadful customer service response. I have been complaining repeatedly for the last 4 months about the speed (almost always below the guaranteed minimum of 22 - in itself pretty low!), and the connection repeatedly dropping out. Takes them ages to respond and even then, it's often with an email telling me that it's my fault because I'm using the wifi and not plugging my MacBook into the ethernet connection (well, obviously....). I did once manage to get a OpenReach guy out - who said that there was an issue, and worked to resolve it, but unfortunately wasn't able to overcome the Plusnet Curse of Poor WiFi. I eventually quit the contract early - I even paid their admin fee (which is, technically illegal - if the speed falls below the minimum guaranteed for 3 consecutive days [which it often did], under Ofcom's VCoP, you should be allowed to leave your contract with no admin fee or financial penalty), but I was so desperate to leave. Now with Sky, who are fantastic - reliable, high speed, good customer service. Everything Plusnet aren't. Cannot recommend highly enough to use anybody else rather than Plusnet.

This is my second review of Plusnet, the first was a very positive review after my broadband had been switched, but the router hadn’t arrived due to post delays over bank holiday. This was sorted out quickly and efficiently by Plusnet.
Now I have had chance to use their broadband for a number of weeks and in my opinion it is excellent. The speeds are higher than predicted and I have had absolutely no outages or disconnections and our household is a fairly heavy user of broadband. I read many reviews about Plusnet on this site and the majority are very negative so it was with some trepidation I decided to switch, but I came to the conclusion a long time ago that the people more likely to leave a review are those with a bad experience and the people who are perfectly happy don’t bother. Hopefully this will balance things out slightly.

I called plusnet to change the account from my husbands name to mine. I explained to the operator that my husband has recently passed away and I had found an email to him from plusnet requesting we call to discuss what plan we wanted to be on when our 2 year contract ended in a couple of months. The operator took a while to understand but eventually after offering a cheaper price we agreed that the account would close when the contract expired which gave me a few weeks to get set up with another provider. Our Internet coverage had been playing up quite a bit recently and in fact wasn't working at all that day. I was told that there was an outage but service would be resumed ASAP. Next morning no Internet and now unable to make calls on the landline. I called at exactly 8am and got through very quickly. After quite a while I was told that the account had been closed the previous day and I no longer had access to the Internet. This was very bad news as so many things still have to be arranged for my husbands funeral. I now have no Internet or phone. Plusnet claims to want to care for its customers needs is a sham. At the worst time of my life I have been left totally without support. We were with plusnet for more than 20 years and truly did not deserve such appalling treatment. Shame on you plusnet.

Until now I have always been happy with Plusnet but since I moved from Norwich to Leeds 2 weeks ago their customer service has been appalling as I tried to get the internet connected to my new address. After many phone calls and getting shipped between various departments to no avail I was lucky to get Darren Greenfield in Technical Support who sorted me out efficiently and got my internet connected at last. Unfortunately he seems to be a rare bird amongst a lot of useless incompetents. What a shame.

Astonishingly bad customer support,,continually deny there is anything wrong with my connection,""why would they think that people would spent 30 mins of their lives getting through to customer support just to lie and pretend they have problems when they don't??""they absolutely do not want to fix this un-reliable unusable internet connection,PLEASE read the reviews and ignore this company like they don't exist,,I don't want,,""THAT'LL DO"" I want an internet connection that actually WORKS CORRECTLY avoid like the plague

In every aspect they have been truly awful. incredibly unreliable, really slow to respond. after 3 months we still dont have usable broadband

Like most other companies offering broadband services, Plusnet is a reseller of the infrastructure provided by BT. Our broadband connection has been down for 11 hours. I called Plusnet, 57 minutes it took the customer service team to answer, to simply tell me they are aware of the BT network problem and that they are waiting for BT to fix it. My issue is that it took an hour for Plusnet to answer the phone, pretty dreadful. No indication on the Plusnet website that there is a problem.

Signed up with an installation date confirmed, that date kept on moving further and further away with new promises made and broken until I cancelled it. Customer 'services' leave much to be desired - the only interaction that was straightforward was cancelling it. If you want broadband that actually gets installed, you might want to look elsewhere.

I could be sitting next to the router and the WiFi is so damn sloooow. Doesn't even load Facebook/Twitter feeds. I'll switch the WiFi off and it goes to my mobile data and it refreshes in a split second. The only thing that is keeping me with the company atm is that I can't leave... I'd rather pay more money and be able to use internet than have internet that doesn't work!

Recently signed up for broadband an for my phone line to be switched from BT. Quick and easy an any problems were sorted extremely quickly. Bt did not want me to keep my number an stopped plusnet from porting it. I was with no incoming calls for 2 days before we realised. We called plusnet to find out.
Customer service were polite an helpful and got my number back in under 24 hours would extremely recommend them.
Excellent!!!!

Ive had constant problems with my internet and not once has a call to the main hub fixed my problem for more than a month.

every time i would ring up they would run through the same thing and then blame it on the same issue then say they will fix it. but the problem will always come back.

You might as well be talking to your garden gate! these people have NO customer service complaints dept, you can complain to the relevant dept and they will investigate themselves!! WOW im sure this will wont be bias!!! Did you know if you have a broadband fault and they are unable to fix it, you will asked if you want to leave!! FIX IT? NOOOOO get rid of the customer and move on its much easier!! try getting a transcript of the telephone conversation! they send you a link to fill in a form, but thats lost within 23-30 other links within links!! Its despicable and shameful........"WE will do you **** or just get rid of you!!

On reflection, I've made some bad choices, but one of the worst has been moving broadband to Plusnet (a wholly owned subsiduary of BT). Now my previous provider albeit more expensive was providing me a service of 65-70mg download, since my move less than 12 weeks ago, my download has never gone above 55mg, with a guaranteed min of 44mg, My TV streaming apps no longer function like they used to, my gaming platforms have not functioned since my move, Ive lost count the number of issues logged with Plusnet, none have been resolved, In fustration I requested termination of services as issues with service not resolved. Plusnet advise owing to no breech of service, termination will cost £148.00. Nothings changed in my life except my broadband provider, so if your happy with your providers service, but the price has increased may I suggest you stay as moving to Plusnet definately won't enhance your satisfaction based my experiences. Good Luck, hope you found this review helpful.