Plusnet Home Broadband Reviews

Worst company Stay clear, poor broadband ,worse service, rude staff, not easy to get hold of any service. collecting cash without giving service.

I took out a broadband account with the promotion (£60 cashback), when i didnt receive this money i chased plusnet several times, only to be told i didnt apply for this promotion, and there was nothing that can be done. what an absolute con

Cannot get in touch with providers speed that slow cannot watch my music on YouTube
Losing connection every night
Absolutely the worst provider I have ever been with

Terrible service lately, many disconnections daily.

"to avoid restrictions please pay within 14 days" Yet they restrict you immediately. This is straight out lying. Don't say 14 days if you restrict immediately. No websites work "refused connection plusnet billing"

Don't lie.

Echoing other customers here in saying Plusnet used to be good but they are awful now. Internet up and down all the time. Customer service terrible. Booked engineer never showed up, no apology. We are leaving.

Oldest BT generation router and my broadband has continually fallen below the stated speed, with service dropping out. My contracted period ends this month (Jan 21), so I notified Plusnet and started to move to the Vodaphone Gigafast service. My Plusnet contract was for £27.99 per month, however despite cancelling they have now advised I will need to pay a figure of £41.59 as I am outside the discount period. This is insult to injury and they refuse to simply charge the £27.99. I stayed for the term of the contract, despite terrible service and then to have a higher fee to pay at the end is disgraceful and profiteering.

This is the most unfair company I have ever met in the UK. I rented an apartment and inherited a contract with this company. I paid the fees and when the contract expired I made a new one in my name. These people made me pay for everything from the beginning, they even made me buy a new router from them, since I already had the same one from the previous contract ?? In addition, when the last month for payment between the two contracts came up, they first took money from me for the month under the old contract, and then I paid the fee under the new one. On top of that, I didn't have internet for 3 days ?? One day I decided to give up because I was not happy. I complained, said I wanted the contract terminated, paid their cancellation fees, and then I got another bill to pay, and I had already paid. This is a terrible company with a terrible internet and terrible employees. These are very unfair people.

This big company is all about money and NOT about the customer. I have been a customer for nearly a decade but recently sold my house and moved up the road about 80 miles (ironically on the doorstep of Yorkshire now). When I checked online it appeared that Plusnet do not provide service at my new location but oddly their parent company, BT, does. So I went with BT. Then got a bill from Plusnet for £64.52 for Early Termination Charge. I was willing to stay with Plusnet - BUT it was them that abandoned me as a customer and could no longer provide service. I went to their ironically named Customer Care team. I explained I was a long-standing customer and this was out of my control. He said he would escalate my complaint and I would hear back in 3-5 working days. Perhaps he meant 35 working days?! At any rate, nothing heard and the charges came out of my account. Do not believe their ads! They are not a homespun Yorkshire business - they are as cynical and money-grubbing as any major corporation. I will NEVER go with Plusnet again! Terrible, unresponsive service and wicked hidden charges. Shameful!

UPDATE: I spoke with customer service rep after raising the issue AGAIN which was never addressed previously. He contacted me and sent me a notice saying upon investigation I would be refunded the amount I was charged for cancellation. HOWEVER this morning after even further investigation there was not enough proof that I as the customer had done everything within my power to remain with Plusnet. The responsibility is entirely on me to do everything and Plusnet doesn't even have to answer the phone or reply to my queries! This is not a company which values the customer at all. When I pointed out to Hopewell that I had been with Plusnet for nearly ten years, he said that really has no bearing on anything. That sums up how Plusnet regards its customers. World-beating BAD customer service.

No active broadband since early December.
Service on and off.
Appalling customer service.
Manager call back never happens.
Waste of BT engineer’s work time.
Cannot wait to leave this useless company
AVOID

Rubbish slow and now I lost my number and it happened when I bought a sim for someone else and it deleted my number

I switched over to plusnet from talktalk today. Unfortunately plusnet only posted the router yesterday by royal mail which means I now have no broadband for a few days so I had to buy another vdsl router which might arrive tomorrow - I would probably have had to do this anyway because the plusnet hub one is rubbish . They do pick up the phone and they are UK based support but they aren't particularly helpful and their on call music is dreadful. I am looking forward to leaving them already.

Was with Plusnet for many years, but there has been a real decline in both broadband reliability and customer service. The final straw came when they removed my landline and broadband in the wrong week prior to a house move and were unable to reinstate services for over two weeks. As I work as a keyworker from home, I was unable to manage without wifi. It took hours and hours of phonecalls and emails for staff to understand what the issue was; call staff were largely unhelpful and at times rude. In the end I escalated a complaint and left the service totally. I now have a portable wifi solution which is much more reliable, I would never return to Plusnet.

Great Service, whats not to like but the price...They favour new customers so I am forced to leave.

I've been with this company for several years. However about 2019 onwards the customer service and reliability has really been awful.

a) Erratic billing and unable to contact them to clear it up.
b) Broadband constantly up and down ever since I switched to their fibre service

I would avoid Plusnet. I'm hoping to leave as soon as the contract finishes.

Awful customer service. Unreliable service. Beware. They will tell lies to cover their own backs.
Openreach equally as bad.
Stay well clear of this joke of a company.

I have honestly never come across such horrific and unprofessional customer service in my life. I moved house and was told that my connection would be ready on the 7th December, it's the 27th now and still no closer. Rang and got told they would refund my account £15. £15!! For almost a month with no connection and paying extra to get wifi here! Passed from department to department with no care at all.

Worst part: tried to cancel my contract to be argued with by the woman because I still had connection at my old property until 7 days ago - I haven't lived there since the start of the month!! Now they think there gonna get a £130 cancellation fee, I'm thinking they won't be getting a single penny out of me.

Avoid at all costs, not one company ranging from BT to Vodafode and even Talk talk are this incompetent.

What a joke!! The second time in a month we have no wifi or phone line!! Rang on Monday “yeah I’ve booked the engineer will text through the confirmation” ...NOTHING!! Rang Tuesday morning “oh no sorry he’s cleared the fault so it hasn’t booked it but it will be done by 00:00 23/12/2020” ... nothing!! Rang again on Thursday and spoke to Alex - who clearly couldn’t care less as he’s sat with his own wifi and so why would he think as a customer service rep he needed to care... Alex told me that nothing would be done now until next Wednesday ... at the earliest!! And that they would probably book an engineer from there if they couldn’t fix it externally ... explained that we have no phone signal and that it is vital to have a phone and wifi due to being a key worker ...”oh well there isn’t anything that can be done” so basically again Alex you couldn’t care less!! Cannot wait to have an active wifi connection as the first thing I will do is leave plusnet! They are an absolute joke and this time they have outdone themselves !! Merry Christmas Plus net - especially Alex the super selfish!!

I have just joined Plusnet and tied into a contract Broadband is horrendous, cuts out all the time can't listen to music, so slow and much as the Customer Service team try and help they eventually say I'm tied into a contract and there's nothing can be done. They even advised me to buy a new router saying the router isn't great after many rows with the team they even supplied and covered the cost of a TP ROUTER from Argos saying this would help my service!!!! Can't believe they would even admit to this. Sorry could go on and on so angry that after moving from E E I find that Plusnet are so bad.
SO if anybody out there is thinking about moving to Plusnet DONT.
All the promises they make is Rubbish

Apalling service! I signed up three weeks ago and they didn't even post my router until the day after my contract was due to start! No internet and, with Christmas in between, no prospect of receiving the router for several days! So no idea yet how good speeds are or how reliable the broadband is. No compensation is sufficient for this appalling service!

Ring Plusnet for fibre broadband paid on my card for first payment and set up a direct debit told 10/15 days for connection no router sent rang them they then sent router. 2 weeks later still no connection rang them again they said no order for internet connection had been made they said they would order straight away, 2 weeks go by no internet rang again no internet connection had been ordered so cancelled device. So as a pensioner living alone no internet connection no zoom so alone no contact with the outside world a totally useless company