Plusnet Home Broadband Reviews

Worst experience I ever had. When I signed up I requested a phone socket to be installed and the cancelled that because they said I don’t need it. Like they know what I had inside my house. Anyway I called again booked an appointment with Ingineer who never showed. Called again the booked again only to find out on the day the haven’t actually booked another appointment. Absolute joke!

3 months in they raised the prices and nothing i can do. I joined as they were cheap, but this only lasted 3 months before they are no longer good value. i will leave them as soon as possible!

No connection for the last few days. Today, waiting for an engineer booked 0800-1300, rang three times one agent said he is coming another said he rang me and couldn’t get hold of me so he left(I’ve been in front of the window and had no missed calls) and now they are saying let’s hope they fix the issue. What a waste of time and nothing sorted.

Avoid. Internet connection very unstable and unreliable. Upload speeds are unbelievably slow. We are now on our 3rd router in 2 months. They tried to charge us for a replacement for it being their equipment!! Still constantly dropping out and losing internet despite 2visits from openreach to solve the problems. Customer service very unhelpful and difficult to get to speak to someone. However very efficient at putting up their prices I've noticed. Can't wait for my contract to end so I can go elsewhere.

Dreadful paid for 6 months that didnt work then they had the cheek to offer me 6 months free (in other words nothing as Id already paid 6 months not working)plus one manager tried to blame me for the whole thing

extremely poor customer service, multiple open complaints they have ignored, multiple failed callbacks that were promised. My line went slow at 3am daily their agents advice "oh ot must be heavy usage"

Ok so I’ve been with plusnet for one year now, I’ve been a customer since mid 2021 and have recently just taken out a new 2 year deal, (huge mistake) firstly the reliability of the Wi-Fi in the first year was horrible, so bad, we had to by booster out of our own pocket as they would not upgrade to router free of charge, after we bought the booster the Wi-Fi was ok, not great but ok, the devices connected via Ethernet were very in and out for some reason, ( we have there top package that is available to us I should have mentioned this earlier), the initial price was £24.00 pounds per month but they put my price up about 3 pounds per month last march, even know I was told my price wouldn’t go up , like I said I’ve recently taken another contract out with them because of three reasons, 1. they offered me a 2 year contact at £22 pounds per month which was by far the cheapest I could find, 2. They gave me there top of the range router for free ( or so I thought) and 3. They assured me my price would not go up, which at the time was a great deal, the massive problem is however I was lied to in all three factors, the free router was free but I was never at any point told I had to pay the £8 pounds postage which the slyly just added to my last months bill with out any confirmation at all, the the real kick in the teeth was the the email I received today stating my bill is going up £3.77 per month from march after being repeatedly reassured my bill would not increase over the term of my mew contract, so obviously I was very annoyed so I phone to cancel only to be told I’ve had the new contract for 17 days and I must be cancelled within 14 days to cancel, speaking to this new guy on the phone basically he said the guy that sold me the contact has repeatedly lied to me to get me to sign a new contract but there’s nothing he can do as he was sacked last week, overall there customer service is very good and fast, but given the chance there staff will definitely lie to you to get a sale, they have done it to me on multiple occasions, if it wasn’t going to be £330 pounds to cancel the contract I would have done it today. CAN NOT RECOMMEND PLUSNET

How naughty can you get. I looked at the headline price which looked fine, it went live 3 days ago. Today I got a message of a near 15% increase.
So I think as I am within my 14 days I'll cancel and go with someone who doesn't deliver such sharp practices!
Adiós!

Been with Plusnet for about 5 years and while their broadband is reliable, the customer service is terrible.
Didn't receive a reward card that was promised when I signed a new contract and then wouldn't allow me to close the account without £200+ fee.
I had to chase them for 5 months despite multiple promises to call me back.
It's a shame but there are cheaper and just-as-reliable providers available.

After years of uneventful service from Plusnet our 'fun' began when moving house.
A switch date of the 19th Jan was agreed by Plusnet which was changed a few days beforehand to the 23rd, apparently at the behest of BT Openreach.
Long story short (and literally hours of phone calls later) 4 subsequent 'go live' dates have come and gone (with me always having to chase up the issue) and we're still without a landline and broadband as of the 1st Feb.
To put the tin hat on the whole thing in my latest call, Tenaz (the first Plusnet employee to actually take ownership of this shambles) has discovered that our order was actually cancelled, without reason, on the 26th Jan. So, to be clear, Plusnet have latterly been supplying 'go live' dates for a cancelled order that was never going to happen!
I'm being told that Plusnet can't talk directly to BT Openreach and, despite my pain and inability to operate without broadband, nothing can be done to escalate or accelerate the 'go live' date. I therefore now have to wait up to another 10 working days to be connected on this replacement order. That will be 23 days after the switch date originally provided ... if it happens.
In the hope that someone from Plusnet may actually care and read this review, the ticket number is 230387995 and I look forward to your commentary regarding this total incompetence. If this is Plusnet 'doing me proud' it speaks volumes about your customer service commitment.

Honestly the worst customer experience I have ever encountered. Insincere and utterly unreliable. Their customer service representatives might be extremely charming and say all the right things when you are on the phone with them but there is zero follow through and absolutely no accountability. Once they hang up, you are forgotten. We had three different installation appointments across December where no one turned up. We were then promised a dongle would be couriered across to us overnight to provide us with interim connectivity until they could book in a fourth installation appointment. That dongle never arrived. Umpteen promises of calls back to sort things out – they never materialised. So many broken promises. What makes this even worse is that this was for my mum who is registered with them as a vulnerable person due to health issues and yet they still left her without any type of connectivity for over a month. Just really, really disappointing.

I am using Plusnet for last 3 years.I just asked to send me a letter as address proof but they didn’t.it was really bad and rude.I requested three times.it’s my humble request please do not use Plusnet.because when we need they do not halp
Thank you

Switch should have been today. It’s not worked, and the earliest engineer appointment is 1 week later. No alternative options available. If you need broadband for work suggest you do not risk signing up.

Broadband cuts out daily. Happy to give varying amounts on your account to pay and not inform you if a payment made manually (with adequate funds) is rejected.
Also happy to sell to dent agents one day after cutting off and refusing to take extra payment because the additional added on previous wasn't was the account said it was.


Absolutely terrible company!!!

Driven to add my comment after seeing a high rating for customer satisfaction. My experience of their customer services has been VERY poor. When I entered into a contract renewal I lost the inbuilt security. I didn't realise as an icon remained on my computer. Was at great risk for a month. Told it would take another month to fix and that I should arrange a free trial service to cover. After the month, still no security. I got free security. I then got a computer problem and the engineer told me my security was very poor. I got some compensation discounts but would rather have had the service. I've enough email correspondence, and records of phone calls, to write a book. After about a year my complaints were pushed up a level. At last some help! I was told to BUY MY OWN security and Plusnet would credit my account with the cost. About 18 months into my 2 year Plusnet contract they advised me that they had changed their security supplier from McAfee to Norton and that this might download and work. It did. I could have done without the time spent and anxiety this cost me. An altogether unpleasant experience.

The worst company that i have ever had to deal with, have had a technical issue since it was installed 18 months ago, no one is capable of resolving and when i ask to move they have the cheek to charge me.
DO NOT USE EVER------------------

Jim top bloke, sorted my problem, ask for Jim..

Upon contacting your services in August, I was informed that, as I did not have an English bank account, I only needed to borrow a friend's account information and then, when I had a user profile, I could put in my Norwegian details. This proved to be false.

I never received either a phone line or broadband router, as I have informed the customer service team on the phone several times.

Not hearing anything for months, I was shocked when my friend told me that you had taken a monthly fee from his account. When contacting customer service (again).

After apologising for not delivering the service, thereby admitting that it was not in effect, customer service still insisted that I kept paying until they could install one later in January (four months later). I would therefore pay a monthly fee prior to the installment of the service. By then, of course, I never wanted anything more to do with this company.

Finally, I insisted on cancelling my "subscription" with Plusnet. Talking to a very apologetic young man on the phone, he tried urgently to convince his manager that I would be exempt from the cancellation fee since I did not actually cancel anything (since no service was ever supplied). Yet the manager, of course, insisted on the cancellation fee to be paid.

This is shameless, fraudulent, and disgusting behaviour, to demand payments and fees for a service without ever supplying it.

PlusNet are a Great service provider. I was with Virgin, who were fast, but unreliable. I'd lose connection for several hours most weeks. Then I went to Sky. They were reliable, but while they advertised 60mbs, (which it was at the hub), I got only 35 mbs when I tried wireless, and just 5.7 mbs when upstairs away from the hub. Now, with Plusnet, I get the reliability of Sky, with the speed of Virgin, and at a cost lower than both Sky and Virgin. Unless they really jack up the prices, I am staying put. Thoroughly recommended.

I have just managed to activate my plusnet purecard to access my £50 discount. I am disgusted that it has taken so many steps to activate this. This company has created a process designed to ensure as many people as possible do not realise the card value.

This process is discriminatory to so many different population groups, particularly the elderly / people with learning difficulties / illiteracy and people with adhd.

If discrimination is a value of plusnet company i will certainly not be renewing my contract next time.