Plusnet Home Broadband Reviews

Attrocious. Been with plusnet over 10 years along with over 20 accounts for tenants. Just had my account wrongly closed by accident. Can't get it reopened over 500 people trying to email me and can't. Nearly an hour on phone before I could speak to someone. Passed from pillar to post, lied to, incorrect information given. Guys, with the amount of accounts I have I know how it works better than you do. 10 years ago one of your agents suggested I have an account not linked to a phone number as I moved a lot. Now I cancel a phone line and my account stopped dead, no email (don't lie, you never sent once) no way to get account back. Don't want to take out an account with phone line, I've already got a phone line thanks. Disinterested ignorant staff. Now I'm cancelling the remainder of my plusnet accounts, going with community fibre. Thats £400 a month you are losing. Glad you can afford it. We can put a man on the moon but not reactivate a deleted account.

Absolutely appalling! Terrible signal so I can only get wifi in 1 room in my house. Cannot connect more than 1 device at a time before it has a complete meltdown. Customer service disgusting! When I notify them of this they say because I do have some form of internet they have fulfilled their part of the contract apparently. DON'T EVER USE!!!

I urge all Plusnet customers to always check their statements to make sure they are not being over charged. Also when leaving Plusnet, if you are not in a contract, make sure they do not charge you an early cancellation fee.
After being a loyal customer of Plusnet for seven years, we found that we had been over charged for the last seven months before changing providers and charged an early termination fee, despite NOT being in a contract. We were charged £102.10 termination fee and over charged £149.47. In total £251.57. Not a small amount of money for some!
The reason for this horrid overcharge was because we decided to ring Plusnet in October 2019 to see if they could give us a better deal. We were going to sign up to an 18 month contract, saving us £6 per month, but at the last minute on the phone we decided against it. This was because they offer far better deals for new customers, which feels wrong as we had been a loyal customer for many years.
So on this call (which was recorded) we asked that the new contract which we almost signed up for was cancelled/deleted, as we did not want it. The customer service representative said he would cancel it on the phone, but he did not. In fact we were then charged a ridiculous high monthly fee for the same broadband phone deal, plus we were paying the monthly line rental saver. We were being charged twice for line rental and a one off charge of £18.99 in Oct 2019 for goodness knows what?
After many months, speaking to many different people at Plusnet, all promising to sort it out, we got this money back. But it took numerous phone calls, the threat of going to the ombudsman, the threat of using the recorded conversations. It was a horrible ordeal.
When speaking to any company (Record the conversation and make sure they know you are recording it for your own records). Check statements and always make sure there aren't any sneaky charges thrown in.
This money was NOT easy to get back, I doubt we were the only ones struggling to deal with this company, I would imagine others are going through similar.
They conveniently lost the phone conversation which proves we did not sign up to the deal they charged us an early termination fee for. Although we offered to send our recording to them, they said people are not supposed to record conversations without their knowledge. Convenient!
So now YOU have the knowledge, record them! Tell them you are recording them and cover yourself, as they will not cover you, only themselves.
I find the customer service at Plusnet is now tragic and barely worth a damn. Not a patch on what it was years ago. They are not a company we would ever touch again, a horrid experience.
But we are thankful to the last person who did finally deal with our issue and make sure we were refunded. One good egg in a packet of rotten ones.

Don't think about using Plusnet. Apparently writing to them to tell them that you are not renewing your contract from a particular date is not the same as telling them you are cancelling. If you do not use the actual word CANCEL then they will continue to Bill you even if you have changed providers. I have been overcharged now for months. They will tell you that you have 2 lines into your home when you only have one because your new provider have you a new phone number. PLEASE Do not use.

Can’t even provide 15mbps When is supposed to be 70!!
WiFi cuts out by the hour
Some MacBooks won’t even connect and I’ve tried everything
Customer service is a joke
Absolute trash

On joining prices very good, customer service excellent, but after two years of loyalty, prices three-fold, customer service fair, and recent speed a tenth of those promised.
Still better than BT!

AWFUL COMPANY! Had the 18 month £18.99 internet package for a shoddy 2mbps along with a £60 installation charge and the internet would constantly drop. Totally unusable. I Contacted Plusnet several times who would offer an engineer to come out and also sent out a new router, and then suddenly the problem was resolved without an engineer. Then it dropped out again and again and again and again. After 17 months with plusnet I decided enough was enough and decided to come out of the contract early for a better provider.. suddenly the cancellation got them moving and they offered to upgrade me free of charge.... TOO LATE IM AFRAID. Don’t waste your time with these crooks! They also told me there was no cancellation fee on the phone, and then billed me an extra £5.60 for cancellation!!

I ignored all the one star reviews and went ahead and signed-up...wrong...!! I had cold feet and tried to cancel but then realised it's impossible to communicate with plusnet. You'll never get through on the phones they do not receive emails, there 'live chat is with a computer and cleverly avoids the topic of cancelling and closes automatically before you finish. My 14 day cooling period is nearly up and I still haven't been able to communicate yet. Hence no star for broadband speed or reliability because not even connected yet and I'm furious. The one star reviews are for a reason, ignore them at your peril ...!!

customer service is terrible they do not care about their customers once you have signed up

worse customer service very rude, no help, very poor quality service may be cheaper but iys not worth it keep away

Currently getting speeds of less than 1MB, bills messed up for last 2 months, no customer service of any kind available for several days now!

Very slow

Would definitely recommend..Everyone I speak to is really helpful and gets the issue sorted. Keep Up the good work

very stuttering picture, unenjoyable

Joined over a month ago and I’ve still got no internet in my place, they just pass the book all the time coming up with different stories as to why it’s not Working. I have called them around 6 times and spent about 5 hours on hold,what a joke they now tell me it’s going to be atleast another 2-3 weeks until it’s resolved, I’ve spent god knows how much on goodie bags on my phone just for data. I would definitely stay away from plusnet and don’t believe all these 5 star ratings you see it’s probably the staff who work there when they should be answering calls!!!!

Quite simply they don't know their arse from their elbow. Do you proud? Don't make me laugh. We were initially connected incorrectly, then had a constant speed issue, it didn't even reach half the guaranteed speed. I have more knowledge than most of their clueless staff. They couldn't fix our fault and suggested I leave, so I have after an ombudsman complaint.

No broadband after more than 3 weeks, multiple deadlines missed, no contact from customer support. Truly awful.

Been a customer for over 11 years. Tech support has always been mediocre, but in the past rarely needs so lived with that. However, Benn without service for almost 2 days and cannot contact support. Ticket facility and chat unavailable, phone not answered and messaging via twitter and Facebook ignored.

Utter rubbish. I keep being told the service works perfectly but am unable to even navigate, much less work. I tried all their workarounds to no avail.

AVOID. The word cheap and nasty springs to mind
We got this awful provider last year and the internet kept cutting out when it rained. Six months into the contract and apparently multiple engineers have been trying to resolve this. No notification of what they have been doing. They say they have rang me but I do t even get a missed call. It's all lies. You would think you could leave a contract if the service has been this poor. Plus poor more like. They even tried to blame the area I loved in but had no problems with any other broadband provider that I have used before and after plus net.
Also I had to chase the £75 joining money they was going to give me. They said they forgot. But they can easily remember to take my money to pay for a poor broadband performance.
After limping on for another six months of the contract I am pleased to say that I have moved broadband provider. No issues with the new one.