Plusnet Home Broadband Reviews

Switched from BT to plus net believing I would get the same service. BIG mistake.

I only get Internet for 45mins each hour with constant drop out and disruption. Mobile devices are not able to use the WiFi at all it is that bad.

I had 3 engineer visits, only 2 of which turned up.

Customer service is poor, technical department know less than I do and I'm no expert, issues were never resolved and their staff did not log the complaints accurately. Staff fabricated information on call logs and complaint logs to make it look like it was resolved/closed when it was not. Never received any call backs even though I was promised every time. When 2 engineers couldn't fix issue but admitted it was there, PLUSNET threatened me with charges if I requested any more engineers.

All in all, saving 7 quid a month cost me:

-3 days wages from having to wait in for engineers
-Over 10 hours of time and money on the phone to customer services
-Over £50 for various signal boosters which didn't work as the signal was fine just nothing on the end of it...
-Over £75 in data bolt ons to use Internet on my phone (while sat less than 2 metres from the router)
-£21 cancellation fee when I rang and told them to shove it.

In summary I wouldn't recommend them to my worst enemy.

PLUSNET COST ME OVER 400 POUNDS ON TOP OF THE CONTRACT IN ONLY 11 MONTHS

Joined Plusnet in February because of spiralling costs with another company. I have never looked back, a little bit of buffering during lock down, but fine now. Would recommend.

I never use any worse broadband like Plusnet. Our office broadband always be disconnected automatically.We wasted much time to wait for reconnection. I will definitely cancle the service after the contract expired and never use it. I do not recommend others to choose this broadband unless you do not care the reliability.

On the whole excellent. Just one gremlin that stops me giving 5*. Recently bought LG tv from John Lewis along with their +Net broadband. When watching All 4 app in particular Walter or Netflix, it is at times slow to load and sometimes unavailable. Mystified as on our iphones, tablets, laptops and PC it is very fast and never any problems. Any advice?

As the Plusnet customer service repeatedly made mistakes at the renewal of our broadband contract, this time I left for Shell energy. I should have done earlier. I discovered Plusnet Unlimited Broadband was slow and unreliable at hindsight. Transfer was very smooth. If you don't want to waste your time , avoid Plusnet.

Day 1.internet down. Half an hr waiting on phone, did checks, advised would request a check. No update.
Day 2. Advised engineer had been out half an hour after my previous day call and reported the problem had been resolved.....obviously not!!!! No courtesy call to see if it had...still no internet. Advised engineer had been booked to come to premises between 8am and 1pm. Email received to confirm this.
Day 3. 12.15pm still no engineer. Half an hr on phone waiting again!!!!....only to be told the visit had been REJECTED!!!!!!. advised another visit would be booked and get back to me to confirm.
Call back in afternoon from advisor....unable to book visit, requested to do checks which advised I had done and wasn't provided with phone so unable to see if phone line working properly. So after day 3 still no wiser when will be sorted.
Even though told advisors I am working from home and am a frontline worker (social services) there is still no urgency. Absolutely atrocious.

Very unreliable and misleading. I was made to believe that they would have an engineer come over. After the long wait I called them to get updates (23 minutes on hold) and was told that they forgot to register the visit and I’ll have to wait again for them to confirm. Disappointed!!!

No one answers the phones and support requests. My service was supposed to start 10 days ago and no one has contacted me with any information about it.

Terrible company. Their customer support is so bad they actually make Virgin Media look good by comparison.

Avoid!

Worst provider ever... couldn't provide service to my new address, so told to cancel it then insisted I should pay the cancellation fee (despite being no fault of my own). Rang up and couldn't get through, eventually when I did they told me they would sort it and I wont have to pay anything, failed to record this on their system and proceeded to send me a debt letter for £30, 6 months down the line. Poor service and even worse phoneline representatives who obviously say one thing and do another... AVOID!!!!!

I can't give review of speed or reliability as it's been nearly 3 weeks and the service has not started yet. For reasons of Covid19 you can't speak to anybody on the phone or live chat.

Paid upfront on 3rd July 2020 and informed that an Engineer would visit the property on 27th July, so had a day off work. Guess what NOBODY turned up, no communication to let me know what was happening. Ever tried to speak to theses people -no chatline available (unless you want to buy a product) and the helpline - oh dear over 1 hr waiting and then no joy so gave up. Hopeless beyond, stay away from this company.

Attempted to switch to plusnet because my dumb a** wasn’t smart enough to read any reviews beforehand and I just went with the cheapest one on Martin Lewis’ website. MISTAKE.

Plusnet adverts started popping up on my Facebook due to the cookies, and let me tell you something... the problems I had are EXTREMELY CONSISTENT With the comments other people were leaving on these adverts.

1) the switch just doesn’t happen. They say it takes 2 weeks but let me tell you what happens after 2 weeks: nothing. No communication and no switch and no router. (An overwhelming number of customers reported the same thing although some had received a router that wouldn’t work yet).

2) calling the customer services about the inevitable problem you’ll have will take OVER AN HOUR... and that’s it you ring at a quiet time. No joke. It took me 63 minutes and that was mid morning. There’s also no other way to contact them about issues.

I understand that Facebook comments to adverts are going to be negative... but if you don’t think it’s strange that they all say the same 2 problems then you’re just looking for an excuse to ignore the issues you’ll have by switching.

I think the ‘speed’ and ‘reliability’ stars are referring to the internet provided but since it doesn’t really exist for anyone wishing to switch right now I figured it didn’t make much sense to score it.

UNBELIEVABLY BAD !!! No customer support - impossible to get through by phone, but no other support available. Ordered new broadband with them on 9/7 and still waiting for it on 27/7. Engineer came last Thursday but couldn't find the doorbell and gave up !!!

Just been introduced to Plusnet and told they were very good . So I signed up for m
Home fibre broadband , call package and mobile phone .
The mobile phone sim NEVER arrived even after a chase up call and a promise of delivery in up to 3 days . Today 24/7/20 my phone service went live at 5.45 am and a text message to say it had , I got a friend to come round after work approx 3.45pm to plug in the router and set up the Wi-fi for my phone and tv . After plugging in the router and powering it up , no broadband connection , so reading through all the trouble shooting guides and still no good . So had to call up Plus net . On the phone for 1HOUR AND 3 Minutes waiting to talk to the tech department , while waiting the router started working . So I then hung up . I read all the bad reviews and thought they couldn’t be correct . BELIEVE ME THEY ARE . DONT GET MIXED UP WITH THIS COMPANY , YOU WILL REGREAT IT UNTILL THE END OF YOUR CONTRACT , They need lots more people in there call centres workin , they blamecovid for this ,BUT THEY ARE A TELECOMS COMPANY AND THEY HAVE THERE STAFF WORKING FROM HOME , BUT STILL CANT PROVIDE ANYTHING APPROACHING CUSTOMER SERVICE

had plusnet 2 year contract broadband was slow upgrade to the best speed they had for 6 months no better engineer came out was informed fastest i could get was 21mb i was paying for 76mb only got 1 month back of the 6 months extra payment i moved to virgin when my contract was up and they had the cheek to chase for £9 i apparently owed awful company stay clear

Took out broadband fiber, home phone (unlimited calls) & mobile with plusnet, waited weeks to be connected, even though told it would be 10 days, then had huge bill for going over home phone call allowance even though paid for unlimited calls, took months to sort out, passed from pillar to post after waiting 40 - 60 minutes to get through each time and frequently got cut off. ended contract and was told early termination fee would be waived as I was treated so poorly this was confirmed by email the out of the blue 4 months later had a letter saying debt for termination fee had been passed to debt collectors with 25% added on (the very first I had heard about it) rang plusnet to explain, and they agreed to withdraw from debt agency. I have never EVER dealt with such an incompetent company. my advice is to AVOID AT ALL COSTS, YOU HAVE BEEN WARNED.

Very stressful,
I would never recommend plus net to everyone
Bad service

Bad service, don’t follow tv adds,
I’ve had engineers over 3 times and can’t fix the speed. And anytime the engineer turn up there is a £65 charge
I’m so sick of the service that don’t work and I can’t even opt out till August 2021 that’s what the customer service told me.
I would never recommend plusnet to anyone.

I've been with Plusnet for 2 weeks, moving from TalkTalk was a huge mistake. The Plusnet service is horrendous, constant buffering and very slow wifi speeds, they've told me that they don't guarantee the wifi speed so I'm now stuck with unusable wifi. The tech department keep fobbing me off, I'm stuck with them for 2 years, this is a nightmare as I need wifi for my work.

Awful. Poor speed reported. Open Reach visited and did a few things. Now getting somewhere around 35mbps. Guarantee is 49!! Tried calling support, told lines busy call tomorrow. Tried online chat, not working. Finally after couple of days got through by phone. Asked to take socket apart and remove filter. When I explained Open Reach had visited and there was no point they explained I had to agree to a £65 charge. I said I would if the engineer explained what was wrong. Apart from poor speed line drops regularly. I am only 100 m from Fibre station. Don't believe the TV ad.