3,751 Customer Reviews over 94 pages
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- Location
- Camborne
- Reviewing
- Plusnet
- Date
- 2020-05-08
- Comments
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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 ..
- Location
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- Location
- South London
- Reviewing
- Plusnet
- Date
- 2017-10-10
- Comments
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Been with Plusnet since 2004 when I moved house. Started with simple cheap package and now have high speed fibre and phone through them. Overal I'm pleased and stick with them. Customer service wait on phone times are long but are dealt with appropriately. Speed and reliability have never been a problem and now with fibre, the speed is fast and stable. I receive small discounts for my loyalty and would have no reason to look elsewhere.
- Location
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- Location
- Shropshire
- Reviewing
- Plusnet
- Date
- 2022-11-10
- Comments
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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!
- Location
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- Location
- Newark
- Reviewing
- Plusnet
- Date
- 2017-11-08
- Comments
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Been with them for 4.5 years now and overall have had very little problems with them. Any problems were sorted out pretty fast. Overall speed is very good and very rare occasion had any problems. One problem I had was a router failing and was replaced within 3 days. Speed is consistant. They have had problems with their web mail server being very slow to connect and get emails, but but that has improved but still not 100% there yet. I have had good deals with them but its best haggling. So overall very satified with them.
- Location
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- Location
- Mid Wales
- Reviewing
- Plusnet
- Date
- 2020-06-24
- Comments
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Been with PlusNet for two years and never had a problem. Speed has always been reliable and consistent, never had issues with network dropping or speeds crashing. I'm on a Fibre Extra Unlimited and I'm always getting 60+ speeds.
I am only one person living in a one bed flat so that could explain the excellent reliability and speed. No idea how their broadband fares with a full household.
The few people I have had to speak with were super friendly and helpful so I would 100% recommend based on my customer service experience.
- Location
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- Location
- Guildford Surrey
- Reviewing
- Plusnet
- Date
- 2017-12-15
- Comments
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I am a new customer and have to say although we didn't get of to a good start with my connection. Customer support did a great job in getting me back on line. Thank you
- Location
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- Location
- Wirral
- Reviewing
- Plusnet
- Date
- 2019-03-28
- Comments
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There were problems with provision of the router for the new broadband. However when I rang them the customer service was excellent - they apologised and admitted it had been overlooked (no flannel or excuses) and gave a part refund as compensation. The person who sorted out the refund when I rang back to claim it was extremely helpful and polite. He explained clearly what the process would be and the payment was made quickly and efficiently. Mistakes happen with all businesses but it was refreshing to speak to staff who obviously cared a great deal about the service they provide. Only complaint is there was nowhere on the PlusNet website to thank them for great customer service!
- Location
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- Location
- slough
- Reviewing
- Plusnet
- Date
- 2014-11-08
- Comments
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five star customer service very happy with plusnet every time I need any help they deal with very professional way highly recommend plusnet recently got new contract with unlimited fiber they offer me very good price without any connection fee
- Location
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- Location
- Castle Hedingham
- Reviewing
- Plusnet
- Date
- 2017-04-04
- Comments
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I was very unsure about switching from Sky to Plusnet; Sky had provided a good, stable service for several years, but were cranking the price up unreasonably, and switching gave me the chance to move to fibre for lower cost. However, I rely on the Internet for work, so it’s important to me to have an uninterrupted service.
Things got off to a bad start. My phone line went completely dead on transfer date, and (long, long…) calls to customer service got me the response that the problem was with the wiring in my home: clearly untrue, given that it had been working perfectly up to switchover. (Of course, I do appreciate that helpline staff do have to cope with users who have done weird things when connecting their router, but a little more listening on their part would have been good.) Anyway, it took five days for it to be sorted out, during which time I had neither phone nor Internet access, of course. In the end, the problem had – as I suggested during my first call – been caused when Openreach switched my line to fibre. Now this wasn’t directly Plusnet’s fault, of course, but I would have appreciated a slightly more helpful response.
However, I have now been suing the service for a month, during which time it has been extremely reliable – no drops that I’ve noticed, and extremely good speeds. I’m happy that I made the right decision to switch, and I’d have few reservations about recommending Plusnet to anyone else considering switching.
- Location
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- Location
- Worcester
- Reviewing
- Plusnet
- Date
- 2020-09-02
- Comments
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Have been with Plusnet since 2013 and unlike many disgruntled customers posting on here, I have had excellent speeds, very reliable and on each renewal have haggled for a deal. The main reason to stay is that I have heard of so many bad reviews of Vodafone, EE, Talk Talk and others that make me wary to change. Just read so many bad reviews of Vodafone that I don't want to even try to deal with the poor speeds and reliability. Using our Fast Fibre 2 gives us speeds of well over 35Mbs and we are on the up to 63Mb service. Use this to stream Netflix, iPlayer and other catch up services. The thought of buffering and losing this for the sake of a few quid needs to be considered.
Dislike the fact that you CANNOT contact them by email, you HAVE to phone them. In writing by email there is no 'He Said, She Said' nonsense but almost ALL companies ignore this yet in times of Covid-19 an email should be far more sensible than having to hang on waiting for ages. Ofcom as with most quangos are pretty toothless - they should insist a customer deals with whatever suits them - either phone or email. Especially when 90% of customers will use online services to research and renew / buy new services.
Would also advise you to buy your own router rather than use an ISP provided one. As they are usually provided for free, the quality can be poor. I have a TP-Link AC1200 dual band router with 2.4 and 5GHz speeds. Easy to connect and very rarely has to be reset.
Due to renew before 31st October and hopefully I can negotiate a deal less than the £31.99 a month currently being touted.
- Location
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- Location
- Alnwick
- Reviewing
- Plusnet
- Date
- 2016-12-02
- Comments
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I've been with plusher since they started and I've never had anything but great support. Had a few issues which have been quickly and efficiently sorted out.
I genuinely don't understand the vast numbers of bad reviews here.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2021-09-17
- Comments
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Good customer service and good initial deal. We live in a 2 bed flat and the wifi doesn't reach our master bedroom which has been frustrating. Able to stream fine in living/dining near router. Now moving and have been offered slower speeds for higher price with no wiggle room. Easy decision to change to Virgin with a good deal and faster speeds.
- Location
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- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2017-02-23
- Comments
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Like most ISPs once the service is up and running - you no longer need to deal with them. I had 3 BT engineers turn up to install the same circuit on different days, so that took some sorting out, and then I was getting disconnects several times a day. I made one call to Plusnet (on hold for a long time) but support was good once I was through. It didn't solve the problem, and the next support I did completely via the website. A BT engineer turned up, and found a kink in the line, replaced the wall socket and Plusnet sent a new router - and the line has been perfect ever since.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2018-01-10
- Comments
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Had an issue after our electric went down and we lost internet on our router. Dealt with a chap called TJ at Plusnet. Wow, what a breath of fresh air! Professional, knowledgable and friendly. Dealing with proper people like this makes it worth dealing with the company! Bravo TJ.
- Location
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- Location
- Rowley Regis
- Reviewing
- Plusnet
- Date
- 2022-08-04
- Comments
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Signed up for a service at £25 which was then increased right away by almost 20%, due to inflation apparently. They currently advertise on their website at £24 for the same package so inflation isn't obviously effecting new sign up customers (or maybe the advertise that and then increase it right away for "inflation"?). Seems a very shady practise for a company that prides itself on customer service. As soon as my contract ends I will be cancelling and trying another service.
- Location
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- Location
- Great Yarmouth
- Reviewing
- Plusnet
- Date
- 2017-01-05
- Comments
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Not had any issues to be honest, I joined wen I purchased a house. They set up the broadband remotely ad within a week it was up and running. No issues with router or anything, bills always come out around the same time.
I contacted them once as connection kept dropping, they did a line test remotely and found no problem but it's been fine ever since anyway. Speed is decent and it's one of the cheaper broadband providers by far. You can't slate them too much for line problems. It's BT Openreach who own the network. And they are useless!
- Location
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- Location
- Strathclyde
- Reviewing
- Plusnet
- Date
- 2015-02-12
- Comments
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I have only been with plusnet for over a week, so early days. Everything went smoothly from start to finish. Polite helpful staff, engineer polite and helpful and arrived on day stated. Broadband speed fine.
- Location
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- Location
- Exeter
- Reviewing
- Plusnet
- Date
- 2018-09-27
- Comments
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Oh dear, Whatever has happened! They have had a new billing system and everything has totally gone south. The actual service technically has always been good to me. But, I recently ordered an upgrade from Fibre to Fire Extra. The change date came and went, no upgrade. I got billed for another month on the old rate (which was more) and sent a shiny new 18 month contract (I was previously out of contract). So no upgraded service, no reduction in monthly billing, but a new 18 month contract. Various attempts to contact plus Net via phone and chat. On the chat they couldn't access my details and told me to call them another day! When I eventually managed to speak to someone (it took several days as I kept running out of time - they're call waiting times are 30 - 40 minutes) Went through it with one agent to discover he couldn't help or see my billing tab. Eventually got transferred to the customer options team (on the phone now for 41 minutes) They could see no change order. So now I'm moving to another provider. I will steer very clear of Plus-net for the time being until they get their billing system sorted out. I got a cheaper deal elsewhere anyway.
- Location
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- Location
- Lancashire
- Reviewing
- Plusnet
- Date
- 2018-10-06
- Comments
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Over many years, I had been with most of the big BB providers and hated them all - then I tried Plusnet; what a breath of fresh air...! not the fastest but fast enough. Not the cheapest but cheap enough. Never try to take payment before it is due then cut you off, like others do. Have to wait a bit when phoning them but no longer than any of the others. Reliability of service was best I have ever experienced. They even give reductions to your monthly payment when you introduce new customers. I was with them until moving in with friends for a while and now, having a new place of my own, I will definitely go back with Plusnet - wouldn't even consider any of the others. I recommend Plusnet above all the others I've tried (Virgin, BT, Sky, TalkTalk, etc., etc., etc.)- hands down...!
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2017-12-08
- Comments
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I have switched to Plusnet broadband and phone recently from Sky and wish to share my positive experience.
I had previously been a Plusnet Fibre customer at my old house, however moved away when my new house did not have Fibre. I know they are terrible at answering phones but the online tech support was better than any other ISP I've had (Save for the old Freedom 2 Surf).
The switching process done via the PlusNet website was very simple and very quick. It took around 2-3 weeks in total and I received texts and emails at regular intervals to update me on progress.
When the switch went through, I was without internet for around 24 hours as the Plusnet Phone took over the Sky phone the day before. A minor inconvenience in the grand scheme of things. When the broadband went live, the router installation took about 3 minutes and then you have to let it initialise for 15 minutes before connecting. Once connected, I have noticed a near faultless connection throughout. With Sky, my connection was dropping two or three times a night. So far (touch wood) I've not had any noticeable drops with Plusnet even though they did advise it may occur in the first 2 weeks. Speeds are way higher than Sky ever managed. Peak Time the speed drops to around 12mb and at off peak it's around 15mb. Streaming on more than 1 device is no problem at all.
The router hardware doesn't seem to be as powerful as the Sky unit. The signal seems to be weaker upstairs but we still manage to get a good enough speed for streaming. It would be good of Plusnet could investigate the possibility of supplying a more powerful unit, or a tried and tested wifi booster which we could purchase.
I signed up during a period where there was a £50 cash back reward and I received my cheque about a week after I claimed it online (you get an email to ask you to claim for it). I paid up front for my years line rental so in effect, I am getting a far superior broadband service for the equivalent of £13.33 per month.
I am very pleased with the service I have received and I am hoping it continues throughout the duration of the contract.
- Location
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- Location
- Tavistock
- Reviewing
- Plusnet
- Date
- 2015-12-21
- Comments
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Estimated broadband speed is 10mbs. Having tested on several occasions it is nearer 17mbs.
They advertise excellent customer service but unfortunately this is not the case. Three calls in excess of 20 minutes each to three different numbers in order to upgrade the broadband package.
However on complaints they will deal with them unlike BT who wait until OFCOMS involvement.
- Location
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- Location
- Norwich
- Reviewing
- Plusnet
- Date
- 2020-05-07
- Comments
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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!
- Location
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- Location
- Dronfield,. Derbyshire
- Reviewing
- Plusnet
- Date
- 2018-12-10
- Comments
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Broadband is a bit hit and miss,some days it is pathetic especially when trying to watch on demand. But there are days when it is pretty decent,my average speed is about 8_10.
- Location
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- Location
- Glasgow
- Reviewing
- Plusnet
- Date
- 2015-10-24
- Comments
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I would like to first thanks Sam Hargreaves for his outstanding customer service that he provided. I recently moved home and was waiting for 2 weeks for my internet and phone line to be set up I received a tx from plusnet saying an engineer will be out 14 October between 8am-1pm I had a day off and was called into work but my wife was home for a short while as she had an appointment with the doctors for the little ones as they where in well unfortunately that had to be missed due to the fact that no engineer appeared and she stayed home all day waiting. I was furious so I called in the morning and spoke to Sam Hargreaves and appoligised for the inconvenience it had caused. He stayed that there was a mix up and no engineer was needed to come out imeddiately he offered one month of my broadband and went out his way to even call back on my mobile on two occasions to set up my new router which I had purchased from tesco as I lost the plusnet one I could not thank him enough for the service he has provided overall I am very satisfied with the customer service and how quickly they can resolve issue people of you can't get through to them on time well then I suggest you try calling first thing in the morning and you definitely will get through.
- Location
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- Location
- Shrewsbury
- Reviewing
- Plusnet
- Date
- 2017-12-28
- Comments
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Joined plusnet aug17, was previously with sky and contracted ended so price went up to 40 a month for really slow regular broadband. Switch over was super smooth and everything went on time. Unfortunately the speed in my area is really slow, had email from plusnet that i could quit my contract free of charge, but with them being the cheapest i thought i might as well stick with it. I'd been with Plusnet before when living in Leeds and never had a single issue in 3 years. Would choose any day over BT, when with BT internet cut out every time phone rang and BT fibre said it was nothing to do with them despite being a BT phoneline. Back to Plusnet - called them regarding slow speeds, customer service was great - answered after 2nd ring, upped my speed, sending an engineer out in 5 days to check lines as they said there was a problem. Will likely stick with them once fibre is in my area as they are reasonably priced and always feel their customer service is good. I know some others have moaned about service etc but in my experience over several years I have always found them to be a good provider.
- Location
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- Location
- torbay devon
- Reviewing
- Plusnet
- Date
- 2018-08-16
- Comments
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broadband can be a bit slow at times but
not really too much of a problem for us.
customer service is excellent,always very
helpful@as the advert said"it sorts stuff
out".
well done@thank you
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2021-12-10
- Comments
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I am quite surprised at all the complaints about plusnet. I have been with them since 2005 and used to have a separate telephone provider. A couple of years ago' I decided it was cheaper to have just one supplier, so moved from the Post Office. In line with the industry [sub]standard, customer services if 'bad'. I am happy with the connection speed and don't experience any drops, BUT every now and again the email server seems to go offline - it does NOT affect the internet - and I have to wait a day or so for it to come back. This is not a problem since it is not my main account. My contract is up for renewal and I shall be sticking with them because everything else is so much more expensive for this light user who makes next to no phone calls from month to month.
- Location
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- Location
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2018-08-26
- Comments
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I have been with Plusnet a few years nearly seven and one thing I like about Plusnet is the one of cost for a static IP ideal for our CCTV system to keep connected when not at home broadband is fast enough for me with a. Few devices mainly wired to use the internet there has been problems with the underground wiring and rodents chewing but once reported and the line checked for a few weeks on test openreach fixed it the same day and the open reach chap was great I would say the call times can be very long unlike before when I first joined call times were five minutes but now can reach 30 minutes but on the whole I'm pleased with Plusnet even though they are not a perfect provider they are by far one of the better ones as the internet is usually stable and works well that is Plusnet
- Location
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- Location
- Yate
- Reviewing
- Plusnet
- Date
- 2022-07-17
- Comments
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While plusnet has good reviews, they are yet to offer FTTP. If you have FTTP like I do (no copper anymore) then you will need try someone else.(which is strange since they are part of BT and BT clearly offer the same). Sales said sometime in 2022 but could not tell me when.
PS It would be good if this sites like this modernised to include FTTP and broadband only deals.
- Location
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- Location
- Sussex
- Reviewing
- Plusnet
- Date
- 2018-12-29
- Comments
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It's not the fastest, but is reliable, and I have had no problems at all with Plusnet, apart from not being notified when my contract ended and my bills going up, but they don't have any obligation to do that and, really I should have been on top of it myself. That said, when I rang up, and explained some difficult circumstances I have had over the past few months, they reinstated me as a new customer and given me a whacking discount to try and help out, 'bearing in mind the horrible situation'. CS rep was delightful, and really cheerful 'good luck with 2019 I hope it's better for you'!
- Location
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- Location
- Coventry
- Reviewing
- Plusnet
- Date
- 2020-06-17
- Comments
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Having tried a number of different providers in the past we've found Plusnet good value. Customer service, while not perfect, has been far better than our previous experiences with BT. The connection is pretty reliable - we have 3 people working and studying from home, participating in online videoconferencing, streaming videos and playing games and have not had any major problems with our unlimited fibre account. Based on our experiences over the past 3 years I'd recommend Pluset as a broadband provider.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2017-07-28
- Comments
-
Positives:
Never had any real problems with Plusnet, pleasant enough customer service. Speed was reasonable and reliability was acceptable.
Negatives:
Reliability only lost a star due to 3rd party (Openreach) failling and not Plusnet themselves.
The hardware was much to be desired though and upon request of a replacement was told I would get replacement hardware if I extended my contract but shortly after I discovered a better package from another provider. I'd recommend them and may return to them in due course.
- Location
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- Location
- EXETER
- Reviewing
- Plusnet
- Date
- 2018-11-05
- Comments
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Don't believe all the bad reviews! Here's one to even up the score (a bit!). Plusnet are brilliant, great customer service, rarely disconnects, decent speed in my area, great website. All good from me.
- Location
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- Location
- Scotland
- Reviewing
- Plusnet
- Date
- 2016-07-13
- Comments
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Im shocked to see such poor reviews for Plusnet.
Ive been with them 3 years and apart from the router rebooting a few times ive not had any complaints.
Never had to contact CS in the 3 years ive been with them.Must be true that the only reviews you see are the negative ones.
- Location
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- Location
- Northumberland
- Reviewing
- Plusnet
- Date
- 2022-09-14
- Comments
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Plusnet claimed £22.00 per month for 18 months now being charged £26.00 with 4or5 months still on contact so don't believe what your told on tv what he says is not true
- Location
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- Location
- Haworth
- Reviewing
- Plusnet
- Date
- 2016-11-26
- Comments
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With one exception I loved plusnet. It was very reliable and the customer service was excellent. The exception is why I'm leaving, I'm paying £28 a month but plusnet are offering the same deal for £18 a month. When I tried to get the deal plusnet told me it was for new customers only and the best I could have was £26 a month if I locked in to a 2 year contract.
- Location
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- Location
- North East Scotland
- Reviewing
- Plusnet
- Date
- 2016-02-27
- Comments
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Shocking service. On hold for at least 20mins each time we called. The people answering the phone are polite,but, are being made to hold you to ransom by Plusnet. We just wanted to change address and were told it would be £40 for and engineer, plus £65 change address. If we renew the contract for 18months, then it's free. Basically unless you have £105 spare then you're stuck with them for another 18minths.Shocking. I would rather drink my own piss than sign a contract with Plusnet.
- Location
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- Location
- Peppard Common, Henley-on-Thames
- Reviewing
- Plusnet
- Date
- 2020-07-14
- Comments
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Plusnet also provides our landline has excellent customer service. The speed varies from good to very good and the router has a reasonable range and is straightforward to use. I am not thinking of switching anytime soon.
- Location
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- Location
- Angus, Scotland
- Reviewing
- Plusnet
- Date
- 2020-07-18
- Comments
-
Plusnet give a good service for a reasonable price. If you don't need very fast broadband, you'll get a good deal at Plusnet
- Location
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- Location
- Southampton
- Reviewing
- Plusnet
- Date
- 2019-01-12
- Comments
-
Referred 2 friends but Plusnet never picked up on this and made all sorts of excuses when I spoken with them on the phone.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.