Plusnet Home Broadband Reviews

Shambloic customer service
Upgraded to full fibre ,now have worse/ no internet.
Have called customer service over 6 weeks most are usless and palm you off to different departments or blame engineers!!
The ones that do have teeth have them to lie through
Absolute disgrace how we have been treated and no sign of my internet been resolved

Worst customer service I have ever experienced. Numerous sales advisors told us they could install our broadband before they actually could. Cancelling the service took multiple phone calls where I was placed on hold, often for over an hour. We then couldn’t install our new service for several weeks because they didn’t inform openreach of the cancellation.

Unable to use Instagram, Facebook, YouTube and most other things on my iPad without repeatedly closing apps down, hard to believe there was worse than BT but for over a year I have suffered with internet from 1995, do not recommend.

Absolutely shocking internet connection, as soon as more than one device is connected you might as well not ever bother with the broadband as you'd get better connection living in 1200 BC. WILL BE GLAD TO LEAVE THE USELESS SERVICE AT THE END OF THE MONTH. GOOD F'ING RIDDANCE

Unfortunately unable to give no stars for overall satisfaction or customer service. I would definitely not recommend Plusnet, we were left with no broadband for over 30 days and 4 missed Engineer appointments with no explanation or apologies. It created huge issues as I work from home and took 3 annual leave days waiting for non existent engineers, a month on still awaiting compensation...AVOID!!

Told 5-7 working days after landline set up for broadband activation. Now told expected date of activation is 13 days after I first paid. Poor show to miss the very first deadline set.

Well I'm amazed that Plusnet have the cheek to say they have award winning customer service. Not only did I lose service for the second time and never received a satisfactory answer as to why, for the second time I never received any compensation which allegedly is automatically granted for loss of service. Lost faith in this shambolic company and starting to review a replacement provider.

there just bad bad bad and ermmmmmm awful my 1st time with threm never again never had a bb issue in over a decade with any 1 else but these fools god damn awful constant drops every night knocks out any thing and everything they dont give a damn cannot believe these fool are still in busniess other than oh yes offering cheaper BB to join and it runs fine till a few wks after ya cooling off period ends funny that huh ? i was told by a mark its my microwave so best toss that out huh ??? they are a joke

Oh gosh,been with Plusnet for years upgraded to fttc broadband but it's sooo up and down and of late it's showing speeds which are around adsl range ???

The broadband was fine while we had it. Our problems started when we had to cancel our contract with them. When I called to question the cancellation fee amount I was told we wouldn't have to pay one so I thought great!! A month later nearly £200 was taken from our account! I have since made 7 phone call as to why this money was taken when we were told it wouldn't be and have had no response from any of them. This is the worst customer service I have ever dealt with.

AVOID AT ALL COST.
this Internet cannot even run an xbox. Once you get up and running they will not help and will tell you lies constantly and only interested in getting your money

I've been with Plusnet for 5 years now and I've only ever had one issue which was resolved within a few days. They have always had the cheapest deals (if your willing to haggle) I pay for upto 74 Mbs and I get a pretty constant 72 Mbs with hardly any slow down at all. I'm about to upgrade to a full fibre (FTTP) contract so hopefully I'll continue to experience great service.

Had a telephone issue that I diagnosed as an exchange fault from Internet sites. Went onto Plusnet robot problem solver that went through various checks quickly and decided that I needed to talk to a human.
A cheerful Plusnet guy with a "proper" Sheffield accent rang me. Went through some more checks and agreed with my diagnosis. He reported it to Openreach, told me how long it would take to solve and assured me that Plusnet would be checking to see that it was done.
He then asked me how Broadband was working and is sending me a more up-to-date router free of charge.
Fantastic Service!

Very bad service. Can only use one device at one time and even then keeps on losing connection most of the time.
We were told of a refund will be made but only a small amount and not for all the time we have been having problems. Charging too much as well.

Worst broadband and expensive. Can hardly use the internet without interruption and no chance of using another device at the same time.
Keep on losing connection all the time.

Wifi only reliable in one room. Had to point out incorrect pricing and have it corrected. When moving house the customer service was bad, given incorrect information and the advisors were pushy and impatient. Wouldn't use again, has gone downhill.

I would have given 5 stars yesterday but today I will go out of my way to diminish any confidence anyone has on this company! My experience is so bad I want to ensure my voice is heard and that I spread this experience as far as I possibly can and raise awareness of this stupidity!

I have had wat I would consider perhaps the worst possible experience with any company ever!

Everyone is so focussed on adhering to policies an procedures imposed by PlusNet that customer care is completely thrown out of the window. God forbid any of you thinking outside the box and deviation from their script. The thing is that I don't understand why such low paid employees care so much about how satisfied their team leader is as opposed to how satisfied their customer is! Incapable of making decision that favour the efficiency of service and the resolution of their queries. Simply mind-boggling!

I requested a house move and was miss-led from the start, I was promised no service interruption and I was told that my services would terminate 24hrs before the new services go live, under that mutual agreement I agreed to upgrade my package to the Full Fibre my current Fibre Extra. With that in mind and agreed, I then find a few days later I receive a series of messages and Emails stating that my services will terminate on the 14th and my new house services will be commencing on the 24th which is a 10 day interruption (please understand this was not explained nor was this agreed by myself)

I have had to take time away from work and spend money on a stupidly long phone call at 43p minute to an 0800 number to resolve an issue you have created yourself, and none of your 9 advisors but 1 (Molly) was able to see anything fundamentally wrong with this.
I do not believe that you are capable of handling a customers this was and still think you are doing the right thing? I am so angry I don't think I have ever been this stressed in my life.

Why can't you staff have an internal direct line to other departments, go away and come back and relay the issue at hand? Why do I have to be bounced around like a 'tennis ball' with no context provided onto the next advisor and no care shown only deep disregard: "Well ill pass this idiot onto to someone else and he's no longer my problem" that's the level of service your people give! And before you say that is not, think this is definitely how it comes across.

Why should I be passed through 8 or 9 advisors and spend so long on a call for an issue that could have been resolved in 5 minutes however more fundamental to that would be to set the consumer's expectation right from the start instead of miss-guiding the consumer in order to secure an Upgrade.

Ultimately you are at fault, you are unable to resolve a query efficiently, you provided inaccurate information from the start, you did not provide me with accurate expectations and you were incapable of resolving the query in an efficient manner, with this in mind I think you need to take a look at your level of service immediately.

TERRIBLEEEEEEEEEE. I would suggest to stay away from these people. I’m a student and it is the month of November and I STILL don’t have wifi in my house. The contract has been started in august and for 2 whole months I’ve been trying to get connection from them. Every time we have an appointment due to get wifi signal they either delay or cancel last minute. I’m fed up with them and we can’t even change broadbands because the agency were with are in a contract with them. I wish I could change broadbands because this is ridiculous. Empty promises over empty promises. Always blaming other departments etc. Get your act together please before you lose more and more customers.

I would avoid Plusnet to be honest. I had very poor (nil) reception, and cancelled my direct debit only to find they were still charging me. I disputed this, and they agreed to split the cost with me 50-50, and then added a negative to my credit score - they appeared to act quickly to negatively impact my credit score, so I think all prospective customers need to take this into account - they accepted that I never actually used the service (I could not connect via their service) but still my credit score suffered even though I was effectively paying them for nothing - proceed with caution.

Problem's if you have Alexa or anything else that needs broadband you'll find Plusnet can't cope, connection goes up and down like a yo yo, customer services gone through the motions sent two people around to try and find fault at my end, can't wait till my contracts finished.