Plusnet Home Broadband Reviews

Abandon hope all you who enter here. Do not be deceived by the cheerful north-of-england vibe. The "Customer Service" I experienced was endless waiting on telephones, unanswered messages on their help system and (kind and apologetic) people in far flung places running through scripts that they and I knew had nothing to do with the problems I was experiencing. Avoid at all costs.

Plusnet don't want their customers to get the Rewards promised by them, then you are locked in to a contract which you have to pay in full to get out of. The only good thing about this company is the advert. Do not join as the price is not worth the pain of dealith with this dishonest company, poor service, poor speeds and they avoid paying the rewards they promise by not sending you the email. I am disgusted by Plusnet.

the fraudsters - in the contract guarantee a minimum signal speed of 50 mbps after checking the speed every day, the result was between 11 - 36mbps. I reported many times, but they did not do anything - now they blackmail me that I cannot change the supplier to another. Does this mean that you can lie in the offer and then block? They are scammers, do not sign a contract with them - extreme dishonesty, insolence and rudeness

Scam artists. Took advantage of me when I had just left my job and was distressed about having to move back home. Forced me to move the terrible patchy internet connection with me but started a NEW 18 month contract and charged me £10/month more then the existing contract with another provider which was much better and I was so distressed/stressed about moving and they knew it so fully took advantage of me when I was down. WILL NEVER USE PLUSNET AGAIN do not recommend. AVOID AVOID AVOID they are scam artists.

I joined PlusNet as they were a fair bit cheaper than BT but are still part of the group, which I thought would be useful for answering line problems. I have had an ongoing lowering of speed problem since July. At first +net were'nt listening. After at least 4 Openreach Engineer visits they say they have found faults. Their reports are passed to + Net who show me all the BT conclusions and the report there is a good adequate signal.After a week I am back to square one with the speed. I feel sorry for +Net and put the lack of skilled effort at BT's feet.I would have the same problems with whichever supplier I engaged.PlusNet bravely try to tell us that Their Fibre broadband is wonderful but until BT are made to get rid of verdigris covered wires and junction boxes underwater or up poles with covers flapping in the wind etc instead of investing Millions and millions of £ into football the suppliers have their hands tied ,badly. I'm going to stay with +Net until it's sorted.I've been paying for a landline for 50 years and the best BT can do is 6.5mbps (if that some days.). That is my experience.

Andy Waring

It's the worst ISP I've had by a mile! I'm a University lecturer and need to teach from home now. However with plusnet I cannot even turn on my camera on zoom or other platforms using for teaching! While ask them for help they just covered their back indicating the contract indicates the minimum speed guaranteed is 500kbps! Yes they did say that in the contract. Be very careful with them and avoid altogether if you can ... extremely unreliable internet provider

What an absolute shambles of a company!
I recently placed an order to change from my current provider who have connection issues, And because of PlusNets incompetence cancelling my order and not informing me and nearly leaving me with no internet as a NHS staff member working from home. I am now forced to sign up a new 12month contract with the company i was trying to get away from. To add to matters of incompetence I cannot get a refund for my £22.99 signup fee that was promised over 12 days ago I have had to contact my bank to recover the funds. Complete waste of time!

What a caring company! Having recently received a new router from them, I asked if they had a router without a blue light as it was affecting my seizures. The answer was no, but immediately they said I could get one on the open market, and would credit me with £35.00 towards it! They did not need me to return the old one. This is the sort of service you would expect from expensive providers. I thoroughly recommend them!

I've had a download speed of 4.06 and under for the past week with Plusnet's Fibre Broadband. I joined in February and have had nothing but problems with the wi-fi continually dropping. The customer services, when they don't cut you off mid-call aren't worth contacting. I ended up going through Ofcom and have now been released from my contract. I've signed up with BT for £1 more a month. Judging by the other reviews on this site, I'm not alone. However the "senior" manager from Plusnet says - well people only leave reviews when they're unhappy, so won't take any notice of people's compaints. "Do you proud"? I don't think so. It's like being on dial up again.

Utterly disgusted with Plus Net. I have been a customer for a few months and having serious issues with the WiFi dropping out about 3 or 4 times a day.

Have lost about 4 hours on the phone trying to get the problem resolved over numerous calls and emails.

Have decided the only option I have is to leave and they want to charge me £130 and are not prepared to waiver any of the fee as they don’t guarantee WiFi connection.

I’m literally sat next to the router and it doesn’t work so I do not think this is good enough.

Don’t have a problem that they can’t resolve the issue, just have a problem they won’t let me leave without massive charges! Repeatedly telling me that 99% of their customers are happy does not help. If that was true then surely letting the 1% such as me leave without penalty would not be too detrimental to their business.

Terrible customer service! Yesterday our direct debit failed. We immediately resolved the problem however with 4 hours our Web traffic went on some redirect that made it unworkable. Could not access their Web site to make a payment. Still on hold to get through to accounts after an hour. Use someone else if you want a business service

Plusnet, you will lose customers by the tens of thousands if you don't improve people's ability to contact you. It's a joke and very soon you will be too.

Absolutely horrific, the slow Wi-Fi speeds along with a data plan that DOESN'T even work. Avoid this provider at all costs, I will recommend BT as it actually works and has very nice customer service. The servers can handle more than an a E-mail unlike PlusNet.

Got to be the worst company to deal with, after signing up for a new deal, my old provider came back with a deal that was far superior and cheaper than plusnet,As i was within my 14 day cooling off period I cancelled the plusnet deal which was fine, but trying to get my initial deposit back as been a nightmare, trying to call them expect to spend 90 minutes in a queue, emails with promises that the money is being released broken promises, their adverts should be banned for for misleading, they are a shambles

Plusnet were fine for my first year and I renewed for another year with upgrade to faster speed of 63mbps. Since then about 2 months ago. it’s been awful drops out many times per day and the speed is only fast early am and late pm. Contacted them and they don’t care they just say daft things re my end that has zero to do with the real problem and the broadband dropping out all the time. As working from home and need a good connection will have to now pay for a virgin media line as well. As it’s almost impossible o work with the constant drop outs so will now pay 2 lots of fees just because Plusnet are a bad company and don’t care.

All of your worst nightmares. Beware of switching. Broadband worked reasonably well with Sky but since switching no TV, computer, wifi in house. Plus net detected a fault on the land line. BT and therefore not our fault. How often do providers seek to blame somebody else. It was absolutely fine the day before and the month before that and the six months before that. Why did I switch - I was promised seamless transfer, slightly faster speeds and marginally cheaper service. Deep regret.

Connected today. The broadband speed is well below the guaranteed speed but it is impossible to speak to someone and there is no chat line open. My minimum guaranteed speed is 31mbps on a 40mbps package and I am getting 20mbps. My previous provider (Vodafone) was a 35mbps package and I was getting 33mbps from day one consistently. I wish I hadn't chosen Plusnet

I was due to be connected yesterday afternoon. I stayed in as I was told if there was a problem the engineer would need to visit the house.....no one called at the house so assume the connection went ahead as planned. I still have no dial tone. I can't test if I have broadband as the router has not arrived yet. I have made numerous attempts to call customer service for an update but can't get through, their text chat is also disabled. The only line I was able to call was for cancellations. That was handy as I was able stop this madness before I was locked in to a contract. I don't know what award they have been given, but I can think of a few...none of them pleasant. AVOID this supplier.

The actual reliability/speed of the service has been OK, the cheap router they send out is nowhere near as good as you'd get from EE or BT broadband, so you need to factor in buying your own router if you want reliable wifi. The main issue with Plusnet is the horrendous customer service. 'We'll do you proud' - no you won't!!

They send out e-mails, yet have 'no records of this on our files'. They then make it almost impossible to send it to them to prove that they sent it as they don't have any contact e-mail addresses. They then claim that you have to send them a screenshot of the e-mail as if you sent them the e-mail you could type whatever you want in it. You really couldn't make this up! All in all I would seriously avoid using plusnet - it's not worth it.

Was supposed to be switched to PlusNet on 6th October. Received an email at 05:30 telling me the phone service was ready to go. No dial tome on the phone service so no phone. Tried to contact them a number of times throughout the day and only got through after waiting for over 50 minutes on hold. Used over 200 minutes of my monthly call allowance trying to contact them. Left questions to be answered only for them to be placed on hold until 07:00 7th October. Come 7th October no response. Posted another question and still no response. I still have no broadband a day after was supposed to be switched. Have had to go into the office because I can't work from home. Have tried to contact them again today but cannot sit at work on hold for almost an hour. My wife did manage to get through but they refused to deal with her as she is not the account holder.
The service is appalling and not fit to be called a service.