Plusnet Home Broadband Reviews

Worst company ever to exist. Been with them for years contract ran our 3 years ago only to be told I cant cancel because I was in a rolling contract and they wanted another months payment. Plus net is a joke. Hold on a minute if I paid up front then why should I have to give you another months payment when im out of contract you have already charged me for this at the start of the contract. NEVER EVER GO WITH THIS COMPANY. They are just a complete joke they should be ashamed we do you proud yeah maybe it should be WE ARE PROUD TO ROB YOU.

Since lockdown connection has deteriorated dramatically. Network is unreliable and have to reboot several times in a day to connect. Have been in touch with support who tested connection and assured it was fast. I am working from home for NHS and finding it Very frustrating. Second attempt to contact support to resolve and nobody has been in touch

The big problem with Plusnet is that they are so difficult to contact. They couldn't be more awkward if they tried.

We have had a fault on the phone line occurring for the second tome in two weeks. They expect you to telephone them; How when the phone isn't working!! I got onto the chat line where they just couldn't care less. They said they couldn't do anything, which means they weren't going to try. They said I had to ring. I managed to get a mobile to call but their call centre is hopeless on a mobile. Pressing the button as instructed just cut me off and I tried several times. I had asked the chat line for an email address of the Complaints Manager but was told that you have to write in. For a company selling modern technology, including email, it is ridiculous to hide behind the postal service. I want action now not the week after next.
I'll just be glad when the contract is finished then goodbye and Plusnet.
How can their customer service be “award winning”?

I had an issue with my broadband cutting it. It took 3 calls to get it sorted. The agents I spoke to were all nice and provided good customer care. Fixing the problem was frustrating but we got there in the end. Overall not perfect but to be honest it was a million times better than Vodafone!

absolutely shocking. Trying to find out when my contract is up to cancel this pile of trash Internet - can't get any further than logging in, website just crashes.
Do yourself a favour and use a different provider

Always look at recent reviews. Date of review 19/07/20.

I was with plusnet for a couple of years about 5 years ago. They were up to their usual tricks of purposely overcharging on their bills. But I could get through to customer services and every time they did issue a refund (3 times in 2 years). This was pretty poor but at least the broadband worked and the customer service was acceptable.

Tried to switch to them last week and my goodness are they in a pickle right now (possibly due to covid?). Attempted to switch online. 2 weeks later when the switch was due we had not been sent the router, had not had any communication at all and the switch did not take place. Called up and I was on hold for over an hour (genuinely!), and was given some bs about how openreach had messed up and that it would need to start the process again. Well I wasn’t silly enough to stick around with this fiasco, so I told them no thanks and to cancel the switch. And what was particularly strange was that the man on the phone seemed pleased for me to say I was off. Like as if the management has been so bad and the poor man felt guilty about how badly the customers were being treated so he more than happy to process my refund straight away. His tone of voice changed as if some joy came to his life from it!

Anyone reading close to the date now: management are in a right mess. Staff and customers are being treated extremely poorly. Stay away from at all costs. If you are currently with plusnet please be nice to the staff as they are probably victimised as much as you. God bless.

Plusnet give a good service for a reasonable price. If you don't need very fast broadband, you'll get a good deal at Plusnet

I gave Plusnet 1 star for all but I don't think they are even worth that! Absolutely disgusting service all round. Everyday constantly the internet drops out,fibre is no faster than normal, customer service is terrible and that's when you can eventually get through to them! Paying for a service they are not providing what so ever. We will be leaving you Plusnet, no return!

I understand that we can't get state of the art Broadband in our area but the speeds we have been getting since switching to Plusnet have been awful, always under 1 mbps, as low as 70kbps making working from home almost impossible. We get next to no communication back from then despite 2 phone calls which I was on hold for around an hour, and I have to log reports on their terrible web interface. I made a complaint again on Monday after we had constant dropouts and unusable internet on Sunday and Monday morning but have not heard back since, although the connection has improved over the last day. I would like some kind of money back due to our poor service over the past month but hear nothing back and I expect we will go back to having dropouts in a week or so as they clearly haven't fixed the fault yet, poor customer service, poor connection, avoid!

Plusnet also provides our landline has excellent customer service. The speed varies from good to very good and the router has a reasonable range and is straightforward to use. I am not thinking of switching anytime soon.

I've chosen Plusnet for a second time as I had no problems with them last time. I've always found the connection date accurate and have never had problems with speed or connection. I have given customer service a 3, as I've never needed to contact them {must be a good thing}. Very reasonable price and good service - router delivered well in advance, and notification when service is ready. I plugged in and in 5 minutes was ready to go. No problems connecting PC, phones etc.

Was told we'd be online in 10 days, 16 days later had to ask what was happening, was told it would be another 3 weeks. Complained about this, said they would look to fast track it, but then didn't respond back about this. Asked again and nothing was actually done. Was given a new date which was in 2 days time. Nothing happened so called again and our date was moved back to 3 weeks time again! Asked to cancel and they did this. Might have stayed if they offered to give our first month free as we never got to use it! But canceled with no questions. Very unhappy as we trusted them to get us online within 10 days, right now our broadband is vital as my wife and I are both healthcare key workers having video appointments daily. We've had to spend a fortune on mobile data to compensate for their error

Appalling company in every respect.I have a guaranteed minimum speed of 2-5 and most of the time they cant even provide that. Customer complaints is a farce, full of broken promises. Avoid at all costs. My previous provider gave me no problems so the fault is entirely Plusnets. Avoid at all costs.

I've been with Plusnet since 2013 and was happy throughtout that time but the last 6 months has been utterly shambolic. Incorrect billing, constantly declining broadband speeds (I'm on a guaranteed 27MBPS service and freqeuently see it as low as 3-MBPS) causing connection losses or frozen streaming. Now having severe problems with the phone service too, which is impacting us both personally and professionally. Customer Service Online chat is suspended and I'm sat here for the 3rd time today trying to get through on the call centre number without any luck (Been waiting 20mins). Abysmal.

I joined plusnet becasue of their customer service. I have found this to be adequate if not brilliant until now. An increasingly abysmal Email service gave need for me to call them. My first call was cut off, and they didnt bother calling back, and now there is no online or phone support available. My Email isnt working and therefore I have no effective service. Pandemic or not this is not acceptable

Place my order, no updates whatsoever, called them the day before installation, my router had not been sent out and the operator thought I'd be fine with him just sending it out then, no if you can't send a router in 2 weeks when you're trying to get me into your service there's no way I will trust you further.

I cancelled my order and now I've received a bag for my old router that never turned up and a letter welcoming me on my sign up, I'm still waiting on my refund. This company is a shambles, I cannot comment on the service since they can't even process an order, avoid them.

Had nothing but problems fast few months but tied into contract. Numerous complaints have resulted in no improvements, despite paying £35 for their fastest. Impossible to work from home!

Simply the worst broadband provider on the market.

So who are these imaginary people giving Plusnet a stellar recommendation for Customer Service or should it be Stella because they are obviously hammered on the beers.
No service for 7 days, still not check why it doesn’t work, don’t respond for day citing COVID as the reason, ,lies! And now they want to charge me a cancellation fee for moving to another provider??? I hate you PLUSNET. You have cost me money on my business and my Mobile bill because I am having to use my Data. New line should be “Plusnet, we’ll rip you off and ignore you”

Really bad internet. We have to reset the router multiple times a day just to get it to work. When we called customer services (each time waiting 20+ mins just to get through) we were told if they send an engineer and they find a fault with our hardware itll cost us £65 when the hardware is that which they supplied. Leaving as soon as our contract ends and finding someone better. Internet’s also slow when it does work despite apparently being fibre. Rather pay a bit more elsewhere for reliable internet