Plusnet Home Broadband Reviews

TERRIBLE SERVICE I SIGNED A 18 MONTH CONTRACT FOR TELEPHONE & BROADBAND IN JULY THEY GAVE ME A DATE OF 3RD AUG MY OLUPPLIED S

Having only recently opened an account with PlusNet, we found out we have to move house. We are being penalised for that fact - our choices were a £91 cancellation fee, a £60 engineer fee, or switching to a longer, more expensive contract. No end of problems when trying to switch to Plusnet in the first place - my order got cancelled about 4 times before it finally went through!! Now stuck with this useless company for a further 18 months. Also the hold music is absolutely TERRIBLE and makes the waiting experience even more stressful than it has to be, and no indication of where you are in the queue.

Please do not join plusnet. The customer service has been shocking and I have been told that the 14 day coolong off period starts from the day I order even though my broadband wasnt active or router arrives for a number of weeks. It didnt work, sent back day after receiving as could not get through for support. I could not get through by phone. Email or live chat. I followed online advice to complete form and send back. I have just got through by going via Sales and told I am now out of my 14 day cancellation policy. I have requested a manager call back. Please if you are considering DO NOT USE PLUS NET!!!! DISGUSTING CUSTOMER SERVICE!!

terrible, just terrible, prices more than doubled after contract ended, even though I called to check before and was told they would only go up 1 pound. Then they said I had to change contract for the system to allow a refund, I said only if they were sure I could end it afterwards without penalty, they assured me I could, they lied. they can never find recorded calls in the system, they keep saying they're going to drop wrong charges they administer fines and pass them over to a debt collection agency, DO NOT USE, THEY WILL RIP YOU OFF AND RUIN YOUR CREDIT RATING!!!

Plusnet cancelled engineer the day before installation date by text, then emailed me a date 2 weeks later and threatened £65 if I'm not in. Already charged £79 to my card but now cannot get through to any support or help, either online or by telephone. I just want to cancel the whole thing but cannot get through to anyone- they're very busy apparently. USELESS.

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.

Good luck if you have technical issues with your broadband as tech support are clueless. On several occasions I've been given what turned out to be completely duff info and ended up having to resolve this myself. Plusnet had decent customer services years ago but have gone steadily downhill. Time to move on.

Waited all morning had a 8-1 slot to be installed no phone call or text and no one has turned up

been through BT and Sky, both were rubbish, BT took 12 weeks to install and their customer service was terrible. Sky’s prices were ridiculous and their broadband was okay.
Plus net on the other hand is the best broadband provider I’ve ever used. Constant 40-60MB DL at peak time, never gone down apart from country/area wide outages and cannot fault the customer service. 10/10

Joined Plusnet a year ago & everything went fine. I have had no problems whatsoever. However, now my contract is coming to an end they want to increase my payments by £13 per month which I'm not happy with. I don't mind an increase in cost but £13 is a bit too much, especially when I only have ordinary broadband & not fibre. Now I have to look elsewhere & it's a shame because I've been very happy with them & it's a hassle to sort out another ISP but I will not pay an increase of £13 per month.
I have tried to phone them to discuss this on a number of occasions but cannot get through, I give up after 30 mins holding, I can't wait all day for someone to talk to me. This is why I give them one star for customer service.

Signed up on the 15th July, it's now the 10th of August and I still have no access to the internet!

Forced to spend countless hours in phone queues just to hear Plusnet staff play pass the buck and allude to the idea that some people have been waiting even longer than 27 days! Beyond a joke.

To their credit though they did manage one thing on time and that was to bill me my first months line rental, cracking.

I’m afraid I have rate Plusnet as being the worst at everything except price,,The speeds are slower than when we had dial up connections , the outages are a regular occurrence, Plusnet don’t report the faults to Open Reach unless you complain regularly and then they always threaten to charge for doing so,
I’ve said I’ll have to leave because they consistently can’t provide anything like the speed I’ve paid for, but they say I’ll still have to pay penalty charges, fortunately my contract runs out at the end of this month!, it amazes me how they can get away with such a misleading and inaccurate TV advertising campaign,,

THESE ARE CALLED "MINUSNET" IN OUR HOUSE
After numerous phone calls over a month (each time waiting approx. an hour on hold) found out that my broadband installation had gone so wrong they need to start again. The worse thing is that several people had previously told me it would be fixed within 24 hours and it caused me no end of issues with inability to work due to no internet. The worst part is that it's really difficult to get hold of anyone to discuss anything, either a voicemail saying they aren't accepting calls, or a very long wait. There's also no continuity or responsibility on their behalf, each time you have to speak to someone new and start the whole process again, then their promise fails and you have to call back...over and over again. I'm currently on hold asking for my installation fee to be refunded (again). Really don't know where the claims to the award winning team come from on the website!

Up until recent plusnet have been very good, however! over the past few months my internet speeds have slowed to a crawl and the amount of outages have driven us crazy, tried to contact them and all you get is a answerphone message that due to the high amount of calls they cannot put me through to a customer services adviser and to call back later or tomorrow, well that has been for several weeks now, cant get through! then to add insult to injury today i get an email telling me my bills will now be increasing.
I DON'T THINK SO MOOSH, looking elsewhere unless they contact me very soon or i can get through to them Direct Debit will be cancelled as they I can't contact them!!!!!!!!!!!

Plus net. Plus very poor customer service. And even worse after 2weeks dramatically falling internet speed .. I moved away from talktalk but at least they would at least answer you ..

Can’t review speed etc as it never worked. Sat with a router they didn’t activate. Could never speak to anyone, relied on Twitter who would answer after 3 days with “please dm us “ but never replied. Company is appalling and to be avoided at all costs!!

I’m that pissed off this is my 3rd review. Honestly, not much to say about this company other than they are a bunch of rip-offs with poor, slow, awful WiFi. My Internet sometimes can’t even reach above 1mb!!!! When We’re paying extra for “Fibre” which is apparently meant to give you “25mb” the “engineers” know no more than I do and are useful as a brick wall. Unless you want to put your money down the drain then don’t get sucked in to their contracts.

Omg! Plusnet are a joke! My new broadband doesn’t work at all and I tried to contact them but was on hold for 30 minutes without them answering my call! Twice! I’ve cancelled my d/d and obtained a giffgaff sim instead! 80gb direct to my phone for £20pm. Cheaper and less hassle!

Informed I wished to switch service to new property, gave 4 weeks notice told no problem? After 5 weeks eventually had a phone line then informed they had misplaced order for broadband ? so will have to wait 2 more weeks ! Customer Service wait approx 30 mins, sometimes informed that you need to ring back later as C.S busy ?

The broadband speed is variable but generally okay. However it crashes repeatedly and despite numerous attempts to sort the problem persists. Getting hold of @Customer Services' at Plusnet is a joke. They refer you to online chat (which no longer works), otherwise set aside a couple of hours to get to speak to someone. It took them three weeks to advance my last fault complaint.
There must be better suppliers in the market!!!