Plusnet Home Broadband Reviews

Awful awful awful
Awful awful awful. Nothing but slow and patchy service, tried to cancel and instead - against my better judgment - was convinced to upgrade to a supposedly ‘better’ contract which turned out to be paying more for an equally terrible service. Bad experience every time I called customer service including being laughed at for questioning a surcharge. In November I eventually managed to get them to send an engineer, only to have Plusnet send them to an address 200 miles away from my house. I have since switched to Talktalk (despite £172 Plusnet cancellation fee which I am happy to pay to be rid of them) and they have offered faultless service for less than I was paying with Plusnet. Plusnet are a vile money-sucking company who only care about profit, and could not care less about “doing you proud” (a outright lie of a slogan) or the quality of their service. Disgusting. DO NOT GO WITH PLUSNET UNDER ANY CIRCUMSTANCES.

Seriously, save yourself a life-time of hassle by NOT going with Plusnet, they will waste your time and shorten life-span.
The router cuts itself off for no apparent reason, at one point even changed its own hub password which is worrying. Took 17 mins+ to get to a sales agent who in the end implied that because I haven't bought the higher spec, I'll have these issues??? Why am I spending more than I should for a bb that does not work?

Shockingly bad service. Switched from BT fibre to Plusnet fibre broadband. Speeds below minimum guaranteed and much slower than BT offered. Terribly poor fault response, trying to blame internal wiring - I explained the only change was Plusnet network, everything else internal and local is the same equipment as worked reliably for years with BT. Have provided multiple speed test results as requested. Still no engineer investigating the network equipment issue, and it has been nearly two weeks now.

Customer services incorrectly told me I could not switch back to BT, despite existence of 14 day switchback guarantee.

Tried to get BT Sport added and the online order was put on hold for a week. Called in and spoke to five people, each not sure who to transfer me to next, telling me to reboot my Sky box and wait etc. Eventually resolved it by raising lots of “question” tickets online, and someone sensible picked up one of the tickets and added the service in minutes, and apologised for errors of colleagues (he could see what they had done wrong).

Living in hope that one day someone sensible picks up the broadband fault and does something with that. Meanwhile I’ve requested the recording of the call where I asked to cancel within the 14 day period, and will keep fighting to get out of the contract ... whilst trying to work from home on the slow and unreliable Plusnet service.

Never ever choose this company. They had a great reputation years ago when an independent ISP. They are a completely different proposition now. Amazed they have any customers left.

not a reliable service, it is not there when you need it, specially that i have 2 children and studying online, internet keep disconnecting for hours and when you call customer service after staying online for hour and promise to send you an engineer next day and never turn up and if you try to cancel you will have to pay for the whole contract, their service is a big scam

Plusnet left my mum (who has Alzheimer's) with no phone service in the middle of the pandemic. Following notification of her moving from her home, they cut her off three weeks early. They admitted their mistake, but then took over a week to get the line reinstated, leaving her completely alone and vulnerable during lockdown. When the line was finally reinstated, we cancelled again for the new move date, they acknowledged this, but then continued to charge after the end date. They are now sending threatening and intimidating legal emails and the customer service are utterly disinterested. Appalling service, beyond words really.

Speeds FAR below minimum guaranteed, customer service is crap. 10+ hours on the phone trying to cancel over 6 phone calls, multiple “I’m just going to talk to my manager”, just to forward me to another random customer service rep.

Now throwing me debt collection letters and refusing to do anything about it. Absolute scam artists - guess I’ll see you in court.

Ordered and paid for fibre Broadband January 12th 2021, after complaints due to be connected March 3rd. 2021 Currently with John Lewis which is Plusnet managed and delivered. Totally unacceptable and incompetent management. Avoid at all costs.

Received bill on 10th Feb 2021 via email. Cut off 11th Feb 2021. 24hrs is the best they can do. Could not even login to pay on plus.net website, had to fiddle around on 4g on a phone.

It's the way the system "works" is the response.

Do you think people should be treated like this? Especially during covid?

Abysmal practices, I'd go elsewhere if I was you - as I will be doing as soon as this contract ends.

Shocking! Do NOT use Plusnet. Have been cut off twice within 2 months. The first time we didn't have internet for over 2 weeks due to a huge error on Plusnets side.

I think this is the worst Firm on the planet its run by most delinqunet people I've ever spoken to. Do not use them, hope it goes into liquidation to save us all.

Nothing but problems. Hours on to customer support in the two weeks we’ve had it. Utter shambles.

The worst Fibre Broadband ever, Plusnet never tells you the true speed, they con you into Ultra Fast Fibre Broadband of speeds up to 79Mbps but they only deliver 20-22Mbps on WiFi and up to 40Mbps on Ethernet connection. So, unless you run cables from the router to every computer in the house or every mobile phone (impossible) you will only get 20-2Mbps max. Biggest CONNS in the market

Last week, I logged into my PlusNet account and changed my direct debit instruction. ( changed banks as I had closed one of my accounts )
A few days later, I received an email stating that they had been unable to collect my direct debit payment. In my opinion, this was due to the fact that they had failed to act on my new updated direct debit mandate and tried to collect the payment from my old ( now closed ) bank account?
Following receipt of the email I immediately phoned and explained what had happened as I was very concerned about missing my payment. During that call, I offered to pay the outstanding amount, but was told that this was not possible at that time and I should wait for a second email to arrive before trying to pay? That same evening, I noticed a serious restriction on my broadband services. I could not even connect to the PlusNet web site? I telephoned again and after paying the outstanding amount I was informed that it would take a further hour before my service would be restored!!
I expressed severe unhappiness at this time delay as I wished to stream a live football match and would miss most ( if not all ) of this match, before my service would be restored.
When I asked to speak to a manager, the representative I was speaking with simply hung up on me!!

All of the above was totally unacceptable behaviour on the part of PlusNet!
I have been a PlusNet customer for many years now and generally found them to be an excellent service provider. However, this recent incident leads me to believe that there has been a massive reduction in their customer care policies.

If they are going to restrict a customer’s service, then at least contact them in advance of doing so, to give them the opportunity to pay. ( I had already offered to pay in the morning)
They need to improve their systems so they are aware when a customer changes bank /direct debit details.
They need to improve the time it takes to restore a customer’s services after they have restricted them—1 hour is far too long. ( I bet it didn’t take an hour to implement the restrictions )They need to train customer service representatives ,so that they are aware that it’s not good practice to hang up on an angry customer! ( I was angry and asked to speak to a manager, but at no time was I offensive or rude)
Note that they sent me an email with a link to enable me to pay the outstanding amount. However, by then they had already restricetd my broadband service, ensuring that I could not even follow the link, so I had to telephone them again in order to make the payment that I had already offered to pay them that morning!
TOTALLY DREADFUL SERVICE!!!

Can't actually speak for the internet quality, but I moved house on 12/01/2021 and we were guaranteed the internet to be installed and working by that week. I can work with a weeks delay, even 2 weeks at a stretch but it's now 04/02/2021 and we've only just had it installed completely.

Maybe it's OpenReach that's the problem, which is understandable due to the virus. But the support Plusnet has provided has been dreadful and completely uninformative. They keep you in the dark about everything, and just say "there's a problem" with certain things and that it'll take a week to fix. Week goes by, no fix and no idea what the hell is going on with the internet connection.

What's more is they charged a £80 setup fee. Great, a setup fee to have my internet installed a month late and provide me with a loss of earnings from work. Thanks Plusnet, you really did me proud.

Worst ISP ever. Terrible customer service who can’t do their job properly. Routers that keep losing connection or you don’t get. Still waiting for £70 reward when joined so lied and cheated me out of that. Engineers not turning up because they didn’t even bother to arrange. Was told to leave contract early and pay early release fee. I paid fee, they didn’t bother to take money and passed it to 3rd party debt collectors with an added £41 fee for their own incompetence. NEVER AGAIN! AVOID AVOID!!!

I have Plastnet contract last year ends of 4th of January, middle of December I decided do not renew my contract, next day Plustnet send me email about good deal if I renew my contract,I did call them and I was happy with the offer and I sign in new contract,it was told me that from 4th of January I have to do nothing my broadband connection will stay the same and I my new contact is going . Week after Plastnet send me a letter"sorry you living" I was surprised, and I did call them and explain , so I have sing in new contract whay you send me the letter. They sent me for two more department because couldn't find my contract, finally got the contract and told me everything is going well.4th of January my broadband was switched off, I was angry what happened, again I called Plustnet and I said haven't got connection, they said I haven't got any contact,no any evidence about my contract, if I want stay with Plustnet I have to sign in new contract . I head enough and I asked again so I haven't got any contact with you, lady said no, so I said thank you for your services. Two weeks after I receive an email I have to pay£150 cancellation fee,I called them again and explain everything again..My case is still going . Plastnet is worsted broadband company with I have. DO NOT RECOMMEND AVOID PLASTNET !!!

AVOID THESE FRAUDSTERS AT ALL COSTS!!!. I have had a year from hell with this company. No sufficient broad band forthat time. Ended contract with them, paid double the monthly agreed rate by debit card. WHAT A MISTAKE...now they are taking money from my debit card (now they have those details. The ombudsman said i had a very good case againt Plusnet but i couldnt persue it...BECAUSE I HAD NO INTERNET!. On numerous occasions i have spent hours waiting to speak to customer services, who all seem to have attitude problems and never log your requests. HOW ON EARTH ARE THESE PEOPLE ALLOWED TO CARRY ON TRADING.?.Surely they are breaking the law !

I have joined them on a 12 month broadband package but want to cancel in the cooling off period as just found that my street is bein dug up to install fibre. They said that they would charge me to move from standard telephone contract to a fiber one with them (that's if they do it if the right fiber is being installed, it may not be one they can use and they couldnt advise) so I thought best to cancel and move to fiber connection when this is available. You have to call them to cancel, 45 mins on hold and still not got through to them to cancel. Have been on on-line chat, which someone answered promptly but apparently they dont have the facility to access your account or cancel your contract. Stay away, havent even got the broadband service yet what service I have received is non-existent.

it's not possible to give this company a zero - but they deserve less than that. Speed...atrocious. reliability... even worse. You're better off using your phone as a hotspot. Most days i get download speeds of 2 mbps (for past week it's been 0.5 mbps) but on my phone its 8 and sometimes 11 mbps. And that means your phone can be up to 20 times faster than plus net. If you plan to use this company for work - forget it

Extremely slow broadband, well below their guaranteed minimum speeds. Do you like streaming HD content? Do not get Plusnet. When we raised a complaint with them, they provided us with some extremely details tests to carry out throughout the whole day which are very inconvenient and I think they're designed so you don't do them. Working from home has been a nightmare with Plusnet and I cannot wait til our contract finishes so we can move.