Plusnet Home Broadband Reviews

For the first 12 month of the contract it just kept dropping out. had to reconnect all the time. Last 6 month of the contract got better, but still dropping out. Never ever plusnet for me.

I have been waiting 6 weeks now to get connected since my inital sign up date.

Trying to get any information from anyone at the company as to when I will be able to access the internet has been like corresponding with some organ of the Soviet bureacracy.

Brodband speed and reliability only get two stars becuase I have no idea whether or not they are any good yet so woud be unfair to judge too harshly.

Connection has been dropping out continously throughout the day for well over a month now. Anything from 5/6 connection drops a day to almost hourly and many times throughout the night.

Issues happen, I understand and it's how these things are resolved that count.

I've tried absolutely everything internally, swapped out every ethernet cable for new. Process of elimination removed every device from the router. Brand new filter. Removed phone connection. Tried several computers. Disabled wifi. etc etc etc. This was off of my own back by the way because plusnet sure haven't tried anything other than sending a new router (which didn't work by the way).

Well it hasn't been resolved. Countless phone calls and hours wasted later, I have been promised engineer vists on 5 occassions over the past month and every single occasion not one engineer has arrived. Meaning I have had to spend yet more time on the phone chasing it up, promised the engineer would definetly arrive this time over and over. It's an endless cycle and the support team can not reassure me it won't happen again (although one did promise to personally take responsibility and call back to check in... which of course they didn't).

One "Tech support team" told me it's not plusnets fault, they can only open a request for an engineer from open reach to visit the property. If they don't turn up it's out of there control. Well fine, you're service isn't fit for purpose in that case because if an issue occurs you have no power to fix it, then it's not fit for purpose.

I had no option but to insist my account/contract be closed without fee or penalty. Which was agreed to, so far so good... Lets see if it goes as smoothly as promised.

I'm trying to run an online business with a connection that drops out continously. Now I have the inconvenience of switching providers and potentially more down time running an online business. Ruined what should've been a productive start to a new year, instead i've spent it problem solving and sat in phone queues listening to ear piercing call queue music, having the same conversation over and over never to be resolved.

Times are hard, everyones looking to cut bills down but you get what you pay for I guess, should've known better.

Avoid.

Does this company exist? we tried to move to Plusnet beginning Dec 2022 and we are still waiting to be sort out. the phone number is pointless as nobody answer the phone. I cannot say anything about broadband speed and reliability but Costumer services really bad

They are the worst company ever avoid they if they a agree something they do quite the opposite do yourself a favour say away from this terrible company all they are after is your the customer service is total terrible rude and tasty staff don't think about its customers DONT GO NEAR THEM AT ALL

Made an order through Plusnet for my elderly disabled mum. Made an account, got everything in line, entered her bank details with her the lot. They never sent anything through and when I rang them up denied all knowledge of the account we had set up. Complete time wasters.

I spent 3 months dealing with these clowns after ordering bb. 6+ missed appointments, multiple hour long phone calls and still no bb. I cancelled the order after they failed to show up again with no reason given. Avoid the scammers over at scamnet

Spend the money on a ‘big boy’, because this will consistently let you down…
Have been a customer for 6 unfortunate years. When previous contract expired, was given option to upgrade broadband capacity for a good rate - I should have known it was a lie. My WiFi is actually worse now than before. And customer service is non-existent! Really disappointing, bad value.
For example: I’m watching a film currently, and every 15 minutes the sound cuts out, then the screen freezes. I have to turn back a few minutes (if it will let me: otherwise exit and re-enter altogether), knowing it will happen again in a few minutes.
Not my problem if they regularly cannot meet the guaranteed MINIMUM speed we contracted.
Freeview is much more reliable; so if you can receive it - USE IT!!!

SENT OVER NUMBER 2 HUB BEECAUSE 1 WAS SLOW SO I TRIED IT AND FOUND OUT NUMBER 1 IS BETTER THAN NUMBER 2. PIECE OF SHIT COMPANY THAT JUST WANT YOUR MONEY. ALL ADVERTS ARE FAKE THE SPEED IS SLOW

Shocking company with terrible service.

I have been with Plusnet for many years and until recently had no cause for complaint 2022 was a different matter - on renewing my contract I was not offered a particularly beneficial deal in comparison to the prices offered to new customers End of Oct my internet went down and was without it for over 10 days Explanation: Service Outage whatever that is Multiple calls with multiple tests of the line and eventually got it back but no refund for the days I paid for where I couldn't use it Now the Plusnet Email doesn't work - inbox just buffers and according to the 'Service Records' there are no major issues / maintenance going on This has been going on for some three weeks and after unfortunately being separated from family over Xmas due to covid - no chance of having my Xmas Zoom meeting on Christmas Day. I am also using the email to arrange a house move so not being able to look at messages really doesn't help. Always delays on the customer service phones too - No idea why the service is now so poor but I will soldier on for a few months until I move then I think I will have to change supplier - I am disabled and on a limited income - value for money and a quality service is priority for me and as I am clearly no longer getting it - just paying for an expensive dud!

This service is awful. It’s a nightmare. They make a new problem for me every week. First, after my call at the begin of November they took 22.99 GBP from my account and we were agreed about that that my plan is 22.99 GBP per month. I switched the broadband from John Lewis to Plusnet. I should receive the router at the end of November, but it didn’t come. I called after few days and somehow they ordered and cancelled delivery twice. So, they ordered again and it came finally. Then they said that I have to receive an email on the 14th of December and after that, they can connect the broadband to my house. Ok, but then John Lewis took 47 GBP from my account. They said that they will send me my money back, but they didn’t. I didn’t receive any email on 14th of December. So, I called them and they sent me an email and after that only I could get a broadband connection to my house. I’ve tried to connect and it didn’t work. So, I’ve had to call them again. They forgot to connect the broadband to my house

Our contract run is couse, so we changed BT solo for £21.95 per month
Plusnet/ BT did not process the change over and kept us on £60 per month.
Both plusnet and BT solo were no help
refusing to give us the £21.95 rate as promised and only offering £26.95
not to be trusted

AVOID, AVOID. Kept delaying connection and do not answer calls. I cannot believe how woeful the service is, diabolical doesn't even come close to describe how bad. Biggest regret and worst service from anyone I've ever had. Should be investigated by Trading Standards for selling a service not fit for purpose. Stupid adverts are a reflection of what to expect. Disgusted beyond belief.

Oh my goodness I've never had worse service! Paying for fibre but connection is ridiculously slow, intermittent and struggles with more that one or two devices connected. Complaints to customer service got me no where and despite never having received their guaranteed minimum speed I was charged a hefty cancellation fee. Avoid!

I have been with plusnet for 20 years now. The first year I had dial-up then progressed to adsl broadband. Always had a reliable service. Two months ago I bit the bullet and upgraded to FTTC fibre. Change over occured on the agreed date, but the new speed was variable, sometimes it was slower than my previous 17mbps broadband. I reported the problem to them (I was surprised to find I was only on hold for about 3 minutes!) Anyway they did a remote test on my line and diagnosed a potential issue with my house line, so arranged for an openreach engineer to visit later that week. The engineer arrived at the arranged time and diagnosed a faulty master socket. He replaced it, and tested again. Problem fixed! I now have a rock solid 39mbps download speed. 5 stars for plusnet from me!

terrible service, my engineer was supposed to be here Monday the 5th Dec didnt arrive, heard nothing tried to contact Plusnet over passed three days clocked up 9 hours 22 mins waiting to speak to customer service! more like sales prevention I was ringing to try and sort out the problem but now not interested in dealing with such a poor company cancel my deal mind you havent done anything to cancel!!

plusnet have terrible customer service. I was without my landline for four weeks which I rely on heavily to communicate with elderly relatives who I care for- and now to add insult to injury Plusnet have disputed that I had no landline service so that they can get out of paying compensation even though it was clearly logged at every call to them to resolve the landline issue. I would not recommend them and its a shame that their customer service is so dreadful.

No issues with reliability, though everything else is woeful. 200kps is mid 1990s broadband speeds. Ring up to complain and they just tell you it's your wireless network which is slow, though I use the router via Ethernet.

So basically it's a complete scam, pay for a package promising 30Mps, get barely 1% of that whilst they lie to you again on the phone.

Cancelled this in April. It is December now and still charging me double what was in the contract and it doesn't even work