Plusnet Home Broadband Reviews

AVOID!!!
They talked me into signing up for Fibre Broadband in August 2020 - nothing happened for 3 weeks, contacted them, they said my account was a mess, but now sorted - posted out my Router - 3 weeks later I chased again - they said somethings wrong, now sorted - I will be switched on 6th October ... today, 6th October I have lost my internet and my Account has disappeared. They lie, they don't care, they're utterly useless .. if I see that fat bloke on the advert I shall kick him in the nuts - trades description act and all that. They just don't care!

Now in my seventh year with PN, not one outage in that time. Consistent 35MB/9MB connection on 40/10 package. Hub One cheap and cheerful, PN community forum shows easy set up for BT HH6 available ebay etc for £10/£20, much better wifi.

Email service slow and clumsy to use, anyway you're far better on independent supplier so you keep your email if you change ISP.

Accounts system shambolic, renewals or changes charged full rate so you have to phone to restore promised discounts. Staff overloaded but helpful once you get through.

Apart from these failings I recommend PN as totally reliable and great value for money.

Shocking company, took more than three weeks to connect so they gave me a months free internet. Then only lasted 4.5 days before lost service. After 9 days of constant phone calls issue seems to have been resolved although they cant tell me if it has or what the issue was.
Then to cap it off I find out the deal I signed up for with "line rental" included is actually mainly line rental i.e. 19.99 for the line a 3 for the fibre broadband. This means when they don't give the you the broad band all they have to refund is 3 pounds a month. Devious deceitful untrustworthy company. As soon as my contract ends I am going elsewhere and recommend all others to look for internet with a different more trustworthy provider.

I moved home 12 months ago, and there followed a succession of problems. Firstly for some unknown reason someone put us on ordinary broadband from the super fast, but continued to charge the faster rate. From day one we had no end of problems with coverage and reliability. After a number of calls and a replacement router, still the same problems. They then sent an engineer who suggested buying boosters as it a 3 storey house, which I duly did, still problems. They tried slitting the bands, still no better. I tried to persevere but it kept dropping all the time, which was a nightmare as my partner works from home on live spreadsheets, which are not self save, and she lost her work. Finally I decided to cancel my contract as it was not fit for purpose. A very rude lady on the other end said I had not followed their fault reporting process and I would need to pay the cancellation fee. I have now installed bt 2 all cover, perfect!If you live in wf2 do not buy plusnet.

Like other reviews here, I have been a long standing customer of Force9 then Plusnet, but loyalty seems to mean nothing at all to them. I reported a fault 2 weeks ago. Carried out the checks they requested and since then, nothing from them at all. Fault is getting worse by the day, connected for a minute then disconnected for 10. Now I have no dial tone and rather than be bothered to fix the broadband fault they have just capped my speed at 1Mb. Zero communication. Totally unacceptable. Used to be a great company but since BT took control they have steadily gone downhill right to the bottom. Other providers offer cheaper deals now anyway.

Absolute waste of time. Stay with Virgin

Been with Plusnet for over 2 years now. Since moving to a new area (which has very good speeds) the broadband has become extremely unreliable. I've been guarunteed 35mb/s but rarely get more than 7mb/s. When trying to call them to discuss via their customer support line, I have been greeted with the same message 'no one is available to talk' for the last several months. The only way to get through to them is by pretending to be a new customer, to then request a direct transfer. Can't wait to ditch these guys. Happy to take your money, not so happy to provide the service or any support!

Just had to post a review as I'm so impressed. My broadband failed on Monday evening, I rang Plusnet Tuesday morning. They tested the line and found a fault. I was told it would be passed to the engineers and maybe up to 72 hours before they could get to it. I only have a smart TV and I live alone. On Wednesday late afternoon I called to see if I could speed things up. A lovely guy checked and he managed to get me a temporary fix until they get to the line. Just wanted to post to say thank you and give them 10/10.

This is actually a review of their e-mail service - works perfectly EXCEPT when you want to access it remotely through webmail.plus.net - I cannot remember the last time I was able to connect without problems - how is it that gmail can do it with millions of subscribers and plus net cannot manage it with the thousands they have - does not instil confidence in their technology

Avoid!!!
Signed up with them 6 weeks ago and still no service!! made several phone calls, waiting hours in queues for them to answer the phone, to be told on numerous occasions "that all will be sorted now"
Now not answering twitter Helpdesk, secure messaging via account page etc....wish I had never bothered to go to them :(

I am counting the days until my contract expires - I see the reminder everyday on my phone and it's gradually getting closer.
Advertised as 'fibre', it's nothing of the sort as it comes through the old copper wire. Despite many, many efforts to boost the speed from the router, it averages about 25meg. Occasionally I get lucky and it is a heady 40meg but nowhere near the 70+ promised.
Had I realised the promised speed was only to the input side of the obviously shabby router, I'd have shopped elsewhere.
Plusnet mobile is great, Plusnet broadband is awful.

Not notified that contract has come to an end . Was paying £12.99 in 2018 and paying £30.98 currently..Existing customers are not rewarded for loyalty instead they are penalised ..

Didn't get connected, customer service is terrible. Let me down on install date, no communication. I had to chase them, to find they hadn't even placed the phone line with Openreach. Promised a new date within 24hrs, nothing. Chased again, long queues again. Had anew date but hadn't told me. Cancelled, didn't want to give me my money back, after much protest I will get my refund after 10 days despite the taking immediate payment. Typical of a useless company, don't believe the adverts.

My old provider had a rubbish accounts department and although I should have had a standard payment every month they always messed it up and I used to get into arrears because of mistakes on their part.Plusnet has always kept me informed about mu account.
Also my download speed has never gone below 35 mbs

I cannot believe anyone can give this company a positive review. I signed up to switch to their broadband in early July. It is now September and it hasn't been activated. They have started billing me for the service despite it not being activated. Their customer service team raised a complaint on my behalf. Made no difference. Been trying to call them and they are not taking calls. Appalling.

Doesn't work, customer services down for the past 3 days at least. Regretting my purchase. Hate this company already, their customer services is non existent.

STAY AWAY! Dreadful customer service, I set up PlusNet for my 84 year old father, it was only supposed to be £22.99 per month but they took nearly fifty pounds out of his account. They appear to have taken over his pay as you go mobile and are charging for that when his mobile number was never included in what I set up. When I contacted their customer services I got a woman with a foreign accent which was so strong I couldn't understand her but she refused to discuss the account with me because I wasn't the account holder (even though I'd set up the account and my father wouldn't know any of the details if they'd spoken to him directly). I asked to speak to someone in charge and she refused to transfer me, she talked over the top of me constantly and ultimately refused to deal with me even when I'd explained the situation. DREADFUL....ABSOLUTELY DREADFUL!

Due to a technical glitch, I was double charged and have spent the past several months trying to get a refund. One would be agreed in a phone call only for a different answer to be given on the question open for my account by someone else who I had not spoken to previously. My issue keeps being bounced about between different people so I need to re-explain myself each time.
In addition the broadband would sometimes just drop out for no reason.

After moving to a new address Plusnet refused to allow me to exit the existing agreement. I had to find a new internet supplier and keep paying for terrible broadband "provided" by Plusnet, especially as I was working from home I needed reliable internet. Eventually Plusnet contacted a "credit solutions" company forcing me to pay for broadband internet I didn't even use. Impossible to log any complaints, they conveniently only allow phone calls, so you can't keep track of your complaint over email. Highly discourage using Plusnet. STAY AWAY!

Now my credit score is knackered due to agent errors.