Plusnet Home Broadband Reviews

Pretty dire from PlusNet. Over the last 5 years, I've been with Sky, Virgin, Vodafone (Current) and PlusNet (Although PlusNet was in the wife's name). PlusNet has been by far the worst for speed, reliability and customer service.
Firstly PlusNet's retention model is the old 'once your contract is up we will double your price unless you sign a new contract with us or leave but if you leave you'll have to be on top of when your contract is up otherwise you'll end up paying a month or two of double cost'.
Secondly, their speed has been the worst. Perhaps that is down to their cheap and nasty router.
Thirdly when we had PlusNet we would have mini dropouts all the time and would lose connectivity for about a minute. This was really annoying!
Fourth, I found their customer service to be rude and reliant on having once come highest on some satisfaction survey at some point in the past.

Awful service and will never go back.

This company lie and cheat. They originally gave me a price of 18.99 per month for phone and broadband. However they charged my £28.95 each month and would not accept their own email or contract to reduce the costs. I spent over an hour on the phone with them getting an emergency line fix as I use a care call system. They asked very intimate questions said they had submitted an urgent call that would take 2 days to fix. Openreach came the next day but confirmed the call had not been put in as urgent and it was just luck. Don’t not use them.

Internet speed hasn't been great recently, but I'm on the cheapest package. So I decided to upgrade to fibre last week and they said it would change over yesterday.

I ring them up today to find out why I'm not getting improved speeds, and it turns out that not only is it now scheduled for next week (no notification from them that they'd changed this), but they hadn't actually put in the order for my new router that I'd paid for either...

Paying over £45 for internet that cant handle 2 devices streaming netflix. Download speed was in the 5mbs, tried ringing plusnet been on hold for 40 minutes then they hung up. Would rather get corona virus than to stay with them.

Nothing different than the other small providers, even their 'great' customer service is a big disappointment, I rang on 9/6/20 to report a connection issues and the advisor told me: '... don't interrupt me...' while i've being trying to explain the issue.

I recently came to plusnet broadband its worst broadband ever always cutting out and losing wifi or slow connection... called customer service never got no help all I got I email over a guide line on how to change channels very poor service will be switching over too sky services I wouldn't recommend plusnet.

Very poor broadband n bad customer service

We were with Plusnet for 7/8 years.. I chose them because of the award winning customer service which was awful.

Soon after joining we had an intermittent problem. It was then I found Plusnet were poor in delivery, service and resolution.

Loads of 60 min cs calls Waiting and In 7 years it was never resolved until I paid for it.

Useless. Less than poor.

Whenever I spoke to someone I was told it was my end. They sent charts, suggested changing hub channels (after I had told them twice I had already done it),

So I listened to them and bought a nighthawk router. £165 to fix the one thing that could be wrong. No change.

I gave up for a couple of years and then during Covid I picked up the mental fortitude again. This time I got someone that really tried to help but, now, after 4 circuitous email I paid for an engineer to come and fix it. He changed the lead from the sub box (which is 20 feet from the house) termination box and cable. And it works a treat.

Plusnet are poor in spirit and delivery. I’m so glad we left

Letter I sent 10th March 2020.
As I have my mobile phone with you. When I needed broadband, I did not go to a comparison site. I rang you direct Friday 27th September 2019. On the day everything was explained to me. Except when I would get the email to claim the £60. The engineer connected the line, Thursday 10th October 2019. As from Thursday 10th October 2019 I opened all my emails spam, promotions and inbox and meticulously read all of them.
Monday 9th March 2020. I rang Plusnet about my £60. I spoke to a polite person called Will. Told Will why I was ringing. Will told me he would get back to me as quickly as possible.
Tuesday 10th March 2020. Will rang me back, told me the email was sent to me Wednesday 16th October 2019. Will also told me which I was not told Friday 27th September 2019. The email is only vaid for two months. I know 100 per cent I did not receive that email on Wednesday 16th October 2019. I did receive a email from you on Wednesday 16th October 2019. Which I have enclosed for you to read.It read.
We recently got in touch to let you know about some changes to our prices from 3rd December 2019. As you're on Fixed Price Contract, the line rental increase doesn't apply to you. We incorrecty told you that the price of this would increase £1.
Your broadband and line rental will stay the same until the end of your contract. Changes to call plans and call changes will still apply. Sorry for causing any confusion.

This is one of the worst broadbands, i have had since we use to have those dial up connections. Sometimes we are getting download speeds of "0.5 Mbps", forget about video streaming, it won't even open a webpage.

I mean how can a broadband company in 2020 can be so so crap. To top it up plus net customer care is pretty useless (they claim to be the best). They keep telling you to change your broadband channels, the funny thing is the speed is so crap that it won't even open the "192.168.1.254" page. And even if you manage to do that, the speed stays the same.

A warning sign to future customers don't make the mistake of getting broadband with this cheap supplier, it is not worth saving a few pounds/month for such a crap internet, you will suffer on a daily basis.

Without a doubt, the worst internet going. If you're reading this just leave and go with another broadband. You can't have more than 3 devices at a time with this heap of ****

Just read a few reviews and wish I hadn't signed up to Plusnet. I completed application and money was taken out 3 weeks ago after being told 3 to 4 days you'll be connected 3 weeks later I rang to be told my order was cancelled. No idea what that was about so they've proceeded my order after I rang them then got an email to say another two weeks before I'm connected to phone line no mention of broadband.i should of gone with Vodafone.grrr

Crap

If I could give zero, or even negative numbers, for satisfaction I would.
I was with Plusnet several years ago and the customer experience and service was pretty good, so I thought I would give them another go. This turned out to be a HUGE mistake!
To get the broadband working took nearly two months and ruined my Christmas, as I could not use any of my normal online services, easily order presents online for family etc. I was actually told by one of the advisors to use my mobile phone data if I wanted to use the Internet! Not very smart for a broadband company. In fact, I had to change my phone contract just to get a bit more data to see me through, which obviously cost me extra.
It took many phone calls (they don't call you, you have to call them) including hours of waiting and listening to their rubbish music. It is surprising how often they experience "an unusually high number of calls at the moment". Maybe they just have an unusually low number of people manning the phones? One time I called, was put on hold and they only picked up the phone well over half an hour later to tell me that the office was now closed and I would have to call back the next day.
Initially it took a few weeks to explain to them that my broadband and telephone weren't working, but they insisted their tests showed it was fine and so it must be working.
Then there were 4 or 5 failed attempts to get an engineer around, including one appointment on a Saturday because "engineers don't work at the weekend". Great, so don't tell me you will send someone round on Saturday then. Not difficult to work out really.
Even then I was still told I might have to pay a call-out charge for sending an engineer to have a look at it (although I didn't in the end, it still worried me some at the time, as my income wasn't that generous).
By way of compensation for all of the hassle I had to endure they offered me a £6 refund for the broadband. Nothing about the line rental which I had paid in advance and couldn't use. Six pounds for all the time and aggravation they put me through.
When the line was finally connected, I asked if I could leave without penalty as I had already had enough of them. They agreed I could, but they told me I would not get a refund on my line rental (about £200). So I was "free" to leave, but it would cost me £200 if I did! When I challenged them on this, I was told by the so-called customer service operator that a team leader would call me back and discuss it. After a couple of months with no call back, I called them… again. Not even an apology from them and they still couldn’t give me a straight answer to a straightforward question.
Even now the quality of the phone line is so bad that I can't use it to make phone calls, but I don't really want to deal with them anymore, so I guess I'll just have to live with that. Probably it would take another few months of messing around and I would be charged for the pleasure.
So now I am stuck with them for the next year or so, or else I lose a substantial (for me) amount of money.
If you like being treated like an idiot, lied to repeatedly and then ignored, then Plusnet is the perfect company for you. If you want simple, honest service, then look elsewhere.
"We'll do you proud"? "We'll do you over" is much more accurate. Frankly, a disgraceful display from a once decent company.
Avoid, avoid, avoid is my advice to anyone thinking of choosing them, but I think you have probably worked that out anyway.

Have a terrible upload speed and Plusnet don't seem able or willing to assist. Plusnet I am not dismantling the master socket and use a cable 3 times in 24 hrs to give you readings, this is your problem to fix but as you say I have to wait until September to leave or pay a release fee or pay for an enhanced package.
Now to cap it all I can't access my a/c and the internet is littered with people having this problem going back several years.

I've now been 2 days without broadband since they took over my line, without delivery my router in time.

I'm having to have unpaid days off work as a result, and they just don't care. 'nothing we can do sir...' And they mention it in the router despatch email 'it'll take 3 to 5 days to arrive... We aren't liable for it being late etc etc etc'
In that case, don't dispatch it on a Wednesday and take over my line on a Thursday, you idiots.

Getting the router to me within 4 weeks was too difficult for them. How very embarrassing.
The problem is if I cancel, I'll have to raise a new order with someone else and be without even longer.

Avoid at all costs.

Not quite so honest as they say, they increase charges when they promise not to.

I have been with Plusnet for years and only recently I am having problems with the land line keep crackling and not able to speak or be heard. When I call Plusnet to raise the issue they want to charge me for an engineer to check the green BT box at the end of the road where I know the problem is. When I was with TalkTalk I had the same problem and they told BT and it was sorted. Now I call Plusnet for the same problem and get told there is not a problem with the line but we can charge you for an engineer to come out and test it. BT bought out Plusnet in 30/01/2007 and BTs dirty little tricks are beginning to seep in to a good company that does not deserve to be connected with such a terrible company like BT. I have been praying for BTs demise right back to when they were the GPO as we all paid extortionate bills back then as they were the only telecom company allowed to operate back then.

Two years ago we had Sky Broadband and it wasn't amazing so we decided to switch to Plusnet as it had fair reviews -I wish we hadn't. We got tied to an 18-month contract and we started having problems since month 1:

a) Download speed is below average
b) Upload speed is the worst ever. Cloud services that use syncing such as Google Drive, Dropbox, etc. suffer a lot from it. Attaching files over 1 MB is a real pain as they take several minutes to upload, don't even think of sending videos online because it's impossible.
c) Sometimes it disconnects for no reason.
d) Video calls are frustrating.

Tried using their technical support and it's useless. "Changing modem channel", "resetting the modem" and "unplugging/plugging the phone line back again" is as far as their knowledge or attempt to help goes.

You would think that they would be more understanding because of the requirements of many customers having to work from home due to COVID, but NO, zero empathy and customer care.

Still 6 more months to go and can't switch because the penalty fee is almost the same as the price for their service for the remaining period, so having to stay with them and trying not to cry every time they fail again (every other day).

Switched over today to PlusNet. switch took less than 5 mins!!
Wow excellent service

Everything seemed fine (if a bit slower than previous providers) until we moved house I would strongly agree with another person who lamented the issues they had with moving house and various phones calls.
I dutifully telephoned plusnet and informed them that we would be moving home in a fortnight and the cheerful chap on the other end said he’d changed my address and that it would just be a matter of ‘plug and play’ at the new property.
When I came to connect up, we just got the amber light and the ‘b’ icon. So I phoned the ‘provisions team’ who assured me that I would be online by midnight. Woke up the next morning only to find nothing had changed, so once again phoned up and was given what I thought was a direct number to the right department, but turned out to be the main number, having gone through all t he laborious security checks. Eventually I got through to a kindly older sounding gentleman who didn’t seem to have any knowledge about what had happened previously and assured me it was an issue with openreach and that am engineer would be sent to the box on the street. That was this morning so will see what happens. As the other reviewer said in an earlier lost, the staff seem very obliging, but they don’t seem to know what’s going on. The television ads always portray themselves as being hassle free and that they’ll ‘do you proud’, but I’ve only been with them for a relatively short time and the connection speeds are slower when it’s working and moving house was a nightmare. Would not recommend