Plusnet Home Broadband Reviews

Left Without Internet for Over 3 Months Due To Plusnet Incompetence! Plusnet were due install internet at my new address. On 13th March we received an email confirming that the service would be setup up and specified the correct address they had been given. They requested that the installation would take place on the 30th March with Openreach.

Following this I received an email stating that on 28th March stating that they would have to delay the installation until 9th April. We called them on 9th of April after having received no internet. Then we had a visit from our next door neighbour asking why their internet and phone line had been cut off and transferred to Plusnet. They then showed us a letter that was sent to their address not ours from Plusnet stating that the internet was due to be installed at their address instead of ours. Clearly Plusnet mixed up the address and cause this whole problem (despite trying to blame Openreach).
BT corrected the issue for my neighbours and Plusnet stated that our internet would be reinstalled to the right address within 7 days.

On 17th April Plusnet sent an email saying we would have to wait until June 2020. Following this, on the 28th April Plusnet have confirmed that we will have to wait until 23th June. Now on the 7th May Plusnet sent us an email about referring any complaints to the Ombudsman service.

All of this trouble and inconvenience has been caused by Plusnet's incompetence. The following lies and deceit and their reluctance to rectify the situation or help us in any way have only made it worse. To add insult to injury they repeatedly tried to charge us for internet service they we not providing during this time.

Repeated promises have been made and then not fulfilled. We haven't been offered any reimbursement for the expense of using mobile internet and huge inconvenience this has caused. Incidentally the 3G/4G signal and phone signal in my rural area is extremely poor so often we struggle to get signal or a working connection. We asked for a 4G hub but Plusnet declined to do this or anything else for that matter. In essence they seem to be saying you must complain to the Obudsman because unless you do we are not going to do anything to help you. This must be the worst customer service experience i've ever encounted with any company.

I'd advise people to avoid Plusnet. When I moved house in February, I spoke to their homemove team and they informed me that I could upgrade from ADSL to fibre for only a couple of pounds more per month.
After a month in the new property and two visits from BT engineers, I eventually got online. The broadband service was fine for about a fortnight, then started dropping out. Since then, I've had no broadband for up to eight hours at a time, almost every day. I'm currently trying to work from home while shielding for medical reasons: I'm unable to do this or use the internet to order food or even watch TV.
Their customer service staff are always polite and friendly, but don't seem able to achieve anything other than put me on hold for extended periods while they speak to another team or promise to call me back (which they hardly ever do)
After three months of loss of service and a maximum of 3mbps (I was promised 30-40mbps), with further engineer visits, changes of routers, changes of microfilters and random tinkering while keeping me on hold, one of their tech support staff told me last week that I'd never been upgraded to fibre optic. They tell me that the upgrade will take place in 10 days' time, but I'm not hopeful that this will happen - and even if it does, I suspect the problem will persist.
There are much better providers out there: I'm currently working out how to get out of our contract to find one that can provide something even vaguely reliable.

Spent the best part of the last 6 months trying to get an internet connection that doesn't resemble 90's dial up. Met with the same set of stock responses every time I speak to a member of Plusnet staff - 'It's because you are so far away from the nearest signal box'; 'Try changing the channels on your router'; 'purchase a WI-FI booster to improve connectivity as everyone is competing for WI-FI at the moment'; 'I'll log this with the faults team who will respond within 72 hours; 'upgrade to fibre'. I eventually gave in to the latter suggestion (which conveniently tied me in to another 24 month contract) and it has made absolutely no difference although apparently I am definitely getting at least the minimum guaranteed speed. No option but to stick with this terrible connection for the remainder of my contract or buy myself out. Would not recommend Plusnet to anybody.

Rely on internet as vulnerable person - speed down to 3mbps for over a week now and unable to do internet grocery shopping. 3 days to get through (min 20 min wait) and eventually met by customer service rep that couldn't really give a Monkey's - best was a promise of 3 more days before the fault team would pick up my complaint.Used to be an excellent company but now about the worst.

Plusnet kicks you when you are down and is trying to cash in on Corona Virus. We have been charged for the full service, PLUS penalties because we could not meet our payment obligations on time the during corona virus closure of the business. I informed Plusnet that we were temporarily closed due to corona virus, and that we were unable to make any payments until we received financial aid. Plusnet said they could only freeze the account if we unplugged the router, but as the CCTV needs to be linked to the net for security and insurance purposes - i could not unplug. The promise a grace period of just a few weeks and make sure t ends before you get financial aid so they can penalise you. A company this size taking advantage of people in times like this is a disgrace
This is what you get for being a long term renewing customer.

Terrible reliability, speed is generally good, however terrible at times.
Customer service and tech department is dreadful.
Just avoid.
Also check out their facebook page for dissatisfied customers.

Reported a problem with loss of internet. Had a reply and help immediately. Also emailed us advice if problem returned..First class Service as always ..

Switched today was very apprehensive because reviews weren't great.no problem up and running all devices connected speed fine. Very happy.

I wish I could give a minus score. Overall one of the worst companies to deal with. I agree with some of the below, when I called to set up the service was great but after a few months it starts to slow and then you have to call!

Generally the agents I spoke to were very friendly but couldn’t fix the problem, always offer call back but only 1 out of 5 calls were returned meaning I had to call back and be put on hold for an average of 45 minutes.

To add to the above I moved home, around 2 miles away from my previous address. For some j known reason my bill went up by £10 per month for moving home, no additional services.

As I didn’t have broadband for a few weeks I had to buy more data at a cost of £70 and then didn’t receive broadband for a month so I was out of pocket by £100. I fought long and hard after being told they would offer nothing to £30. Eventually I got them to agree to pay my costs. This is not compensation, it’s simply returning me to a net position.

I also wanted the option to leave after receiving the worst customer service I’ve ever had I.e. I was told they couldn’t call me back or the reason for the long wait times were due to them prioritising their new clients! One of many examples.

They came back and said I could leave but they wouldn’t give meh lost expenses due to termination fee wiping it out. They couldn’t get their heads around that not being acceptable.

Well done if you’ve read this far.... after waiting 2 months (I thought it was due to Cv19) I message to ask when I should receive the £100. They said they assumed the case was closed so I’d have to raise another complaint. Are they joking? So I’ve received nothing but poor service and am worse off.

Please do yourself a favour and avoid this company.

I have been reviewing other broadland suppliers and all seem to have bad reviews, I have been with plusnet for 10 years including a home move, and have had very few problems plus the broadland speed has been reliable and reasonable speed , plus they were the only company not to charge for installation!

When you first talk to the and have the broadband for the first 6 months everything will probably be ok until after that point and then the internet slows down they fob you off waste loads of time until your renewal comes and then the price goes up lots and they then give you really bad attitude and really start to show you they couldn’t care less .
Probably the worst company I’ve ever been with don’t believe them don’t trust them AVOID at all costs

Line can be a bit long to get through to in occasion. But can't say I've ever had a problem with Plusnet. The router gets internet all over the house without any extensions needed. Never capped, have a 30mbs plan and normally around the 20 to 25 mark. I'd stay with them if I could, but I can't get the best deals as an existing customer, so have to move.

I would never recommend Plusnet to anybody, I have had ongoing issues since March, problems after problems, things said they were done and haven't been done, having a phone line cut off with no heads up or discussion prior to causing the company to lose business, being billed for two separate accounts when there should only be one account open, constantly calling customer service and having the phone cut off 3 consecutive times in one morning, each phone call I am on hold for 45mins at least, being supplied with wrong phone numbers which is taking me around circles. Advisors attempt to assist but nobody seems to know what they are doing. Advisors say they will call back but don't. I appreciate this is difficult times, but this all started occurring prior to the pandemic therefore I don't believe there is any excuse.

The sooner we come away from Plusnet the better.

Satisfactory fibre until lockdown. Now random dropouts and slow speed every hour or so. Could not login to online account, online chat closed so called support & after a wait I was told to call later as all systems were down.. Great, well done solved my working from home connection issues no end, not.

Absolute rubbish
The router looks like a cheap imitation
Reminds of of the cheapest toys I get
When I open a cracker at x mas
Poorly made cheap cheap cheap

The old saying goes you buy cheap you buy twice

Stick with the big companies that know what there doing

Plusnet pride themselves on customer service but don't actually stand up to their claim. They secretly add add-ons to your package that you don't know about and without telling you double the cost of these. in hard times as we are all currently experiencing due to Covid-19 they were unable to offer and financial help unless you're willing to sign up to a new contract term. I'm done with them forever!

Impossible to get online chat.
Impossible to get through on the phone.
Broadband password does not work
Useless!!!!

If I could give minus scores below zero would. I've been left without internet for over month because of Plusnet. They have still charged me for the zero service and internet they failed to provide, I have been told I must write a letter to claim my money back. They have given us excuse after excuse. As a care manager (a key worker) not only do I go to work caring for vulnerable people but I also work at home on my laptop after hours. Sadly I haven't been able to this. Plusnet have put me in such a position with my job, especially during recent events. I have been without internet since 25th March 2020, it's now 3rd April 2020. Awful, awful company. All I want us the internet I have paid for! AVOID THIS COMPANY!!!!!!!!!!

I never leave reviews but here it goes. Please do not go into contract with this awful company. I am now stuck in the contract for 18 months.

How they can get away with lying is beyond me, I am supposed to be paying for fibre and am getting connection speed slower than dial up.

Their engineers never turn up and I just wish I had read the reviews before leaving BT. How this company are allowed to trade is beyond me.

After 2 years with Plusnet I made the mistake of thinking I could get better/faster deal though a competitor but the promises of faster speeds were empty promises. I soon realised my mistake so activated my 14 day cooling off period then called Plusnet to see if there was anything they could do for me. They were amazing and welcomed me back, fixing all the damage I'd done along the way. Thank you Sheetal for your kindness and efficiency. It's good to be back!