Plusnet Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Plusnet.

Recent Customer Ratings for Plusnet

  • Satisfaction
    3.4 stars
  • Customer Service
    3.7 stars
  • Speed
    3.2 stars
  • Reliability
    3.3 stars

Based on 2154 customer ratings since 2021-05-17 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,556 Customer Reviews over 89 pages

  • Reviewer
    Location
    Trowbridge
    Reviewing
    Plusnet
    Date
    Comments
    If you have a life to waste spending on the phone to be passed off and have money in the bank for them to freely take without explanation to receive no services, feel free to sign up! Do not do it!!!!
  • Reviewer
    Location
    Truro
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Why did I ever sign up with this company. I have had 5 engineers out now in as many weeks. The one that came yesterday (Sunday) said all is ok but my internet still keeps droping out and I have a phone line that crackles. There is a BT van on my road nearly every day. It would appear they fix my problem then have to come out to fix a problem with another property. When they do that (in my opinion) they mess up my line again. Fast- I don't think so. Reliable- Never. Cheap no way. I called this morning and asks to be put through to faults and I was told "they don't have a number". I also cannot find out when my contract with them runs out. Come on PlusNet sort yourselves out. Enough is Enough
  • Reviewer
    Location
    Truro
    Reviewing
    Plusnet
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    They cut me off by mistake, 4 weeks later still calling them everyday. They send open reach engineers.. All say pole is damaged, cables are old, coonection is rubbish, call plus net. Pole on its side with neighbours phone lines soon to get cut, nobody agrees who is able to repair pole. Advice by open reach, wait for fibre.. May be only a year away... That's your best option. Customer service is shocking, gave my landline away, gave me my 3rd, lost 2nd one, now billing my old address, old number, now charging me for fibre!!??? What a joke
  • Reviewer
    Location
    truro
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    PlusNet. you have got to be joking. this firm verges on the insane. it nearly takes you over the edge. 30 mins wait to get through to customer services for the last 3 years 2 years ago I went with orange, which is. o so much better. my ratings are really off the chart. Being simply zero on everything for PlusNet, and that is being too kind.. all I have now with Plusnet is the email facility. which I cannot wait to go with maybe .drop box.
  • Reviewer
    Location
    Truro
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Overall very poor response times on the phone line. Minimum wait 25min maximum wait 1hr 4min over 18 calls to the billing line.

    Fromthe first bill i was over charged 6 phone calls to sort that out over the first 3 months of the contract.

    On the final bill they decided to put cancellation charges on. Although i had been with them for 21 months on an 18 month contract.... i refused to pay and they called in a debt management conpany..... asked to speak to a manager they cancelled the charges but not the debt management company..... 12 phone calls later i have had to pay the money and i'm now trying to get the money back from Plusnet....m

    Moral of the story never pay anything you genuinely belive you shouldn't have to pay. Never go with Plusnet or BT and soon to be EE.... All the same company...

    If you want a good broadband conpany with good customer service look in Germany.....
  • Reviewer
    Location
    Truro
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Speed generally nowhere near what was suggested (up to 17mb anticipated, received 0.5mb) Internet frequently dropped out, especially in peak hours and router did not provide wifi outside of 4m range (one room basically). Customer service was very poor, the call wait time was on average 40mins and problems were very rarely fixed (operators would say they can see the internet is frequently dropping off - but never did anything about it). Plusnet tried an underhanded method to extend the contract, as when my contract started it's final month the internet speed suddenly dropped from 500kbps to 70kbps (which is basically unusable - wifi no longer works at all). When I called them up the operator claimed that it is because of the "age" of the router and that I would need to sign up to a new 2 year contract to be able to get the router replaced. I'm struggling to think of anything positive I can say - the provider has done the bare minimum to fulfil their end of the deal.
  • Reviewer
    Location
    Trystings Close
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Old fashioned very poor speeds, often reduced to similar to the old dial up speed. Used to be much faster but has slowed down in recent years.
    Thinking of switching to Virgin.
  • Reviewer
    Location
    Tunbridge Wells
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking. Started on a £6.99 a month package which has turned into £18.99 and my broadband speed is 3.9MB download speed and 0.33MB. It took me three days to upload a Youtube video!!! Rang customer services - 45 minute wait so tried an online chat. They 'made a change so turn your router off for four hours then back on and it'll be faster'. It was, for a day, now I'm back to square one.
  • Reviewer
    Location
    Twickenham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely disaster. Fibre optic I dont think so. Very old age!!! Cant eait to terminate my contacts. This only happens in UK. You have to pay for something you will never receive!!! I wonder how they get away with this scam.
  • Reviewer
    Location
    Twickenham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I am most disappointed – long waits for downloads???
    Promised finer within the year? No sign? Service has been poor over the last month in particular.
    when calling lengthy waiting time on premium rates - I would like out for such poor service. Maybe they can offer better - but its not good! Could do better/
  • Reviewer
    Location
    Twickenham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I am so surprised at how good PlusNet are. Okay, the service is not the lowest in terms of price but the feedback/communication has been A1 and generally they have been very good.

    I would always recommend them
  • Reviewer
    Location
    Twickenham
    Reviewing
    Plusnet
    Date
    Comments
    Do not touch Plusnet with your barge pole
    Nov8 contacted to order package that I saw online - internet speed of around 50
    Was offered a cheaper package which sounded great so I agreed to it
    However upon receiving and reading documents I realised that the sales guy had been talking about speed of 15 whilst I was hearing 50
    For the first time in my experience someone tried to down sell to me
    Contacted them again the following day and changed to my original package
    Box arrived in post a day later and 3 potential installation dates were given. So far so good
    On the morning of the first installation date I called to find out when someone was coming
    This is when I should have cancelled
    No one was coming, not necessary, original person was confused
    Over the next few weeks I got regular mails telling me my package was on hold for another week. Each time I called I was given a technical reason. I asked for a simple explanation of the technical term, so it was repeated more loudly. That did not help my understanding.
    Some of the people I spoke with were polite, I cannot say helpful, as I still did not get the service. Some were less polite.
    One of the helpful suggestions was to cut off my current supplier and leave my without internet for 2 weeks: THIS WAS MEANT TO BE TO HELP ME :REALLY????
    After some insistent begging on my part, I was eventually allowed to speak with a supervisor
    At the end of a long conversation it transpires that there is currently no fibre broadband available in my area.
    Incredible
    December 19 th. Order cancelled
  • Reviewer
    Location
    Tydd St Giles
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Signed up December 2020. They took 1st month's money. Sent email telling me my live date. Sent welcome pack. Opened an account with username ect. Sorted out technical issues, and yet according to Plusnet, I don't have an account with them. I literally have no idea who has been providing me with broadband for the last 4 months.
  • Reviewer
    Location
    Tyne and Wear
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Plusnet USED to be great - but now theyve gone right downhill - i had 80MB at sign up and after 8 months its 63Mb... they also overcharge A LOT including myself as they have a problematic new billing ystem - they owe ME money and deny it!!!! go with SKY trust me wished i never left
  • Reviewer
    Location
    tyne and wear
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DO NOT JOIN, Unless you want to waste your time. They didn't bother to send the router to us, which would have meant a loss in service. We contacted them and they couldn't have cared less, all YOU needed to do was offer to cover a new router and a months free and you couldn't even do that. Why? Because you don't care about your customers. Unprofessional, I am glad we cancelled. Well you have lost a 18 month contract with us. BRAVO!!!!
  • Reviewer
    Location
    Tyne and Wear
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After growing tired of doing the virgin dance every year, I decided to change providers and went with plusnet thinking "how bad can they really be?" Well here's my opinion after a year with them.
    A truly awful service provider. My service is interrupted multiple times per day and although they can see the drop outs they claim there are no faults on the line. They want me to agree to a charge of £65 before they send an engineer to inspect the line and my set up despite it never changing since the day it was installed. The customer service is among the worst I've ever experienced, they fob you off time after time, you wait anything upto 1 hour (it might have taken longer, I hung up) for them to answer the phone, contacting them online can take days for them to get back to you and I have NEVER got the speeds they promised. I can't wait for the day this contract is up and I can move to a better provider.
  • Reviewer
    Location
    Tyne and wear
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    supposed to be best for customer service, well I would hate to see the worst.I called three weeks ago to report a line fault, no phone line and intermittent internet.firstly finding a phone number to report the fault wasn't easy.Then it took 30 minutes to get through.The guy carried out a line test and said there was no fault and it must be my equipment have I tried a hardwired phone.No I hadn't so end of call as I would not agree to the charge.Being a very busy person I eventually went out and bought a hard wired phone.Guess what no phone line.I rang back and they said no fault on line but their obvs is.48 hours later openreach came out and said my phone line was kaput.It was 97mtrs from my house and he could see the fault on the test.He also said the line must have been faulty for ages as it had been nicked in the manhole.Thanks for nothing Plusnet.
  • Reviewer
    Location
    uckfield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Good Luck trying to do anything online if more than one person in the house is online already.
    Don't bother trying to stream anything in the day time.
    If you need to do anything, make sure you have multiple hours free for the inevitable lack of service.
    You would of thought by 2016 that broadband would be up to scratch but obviously not.
    It doesn't matter how good your Customer Service is if you are barely delivering a service to start with!
  • Reviewer
    Location
    Uckfield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Switched from BT, because couldn't afford huge prices.
    Broadband has improved from nothing, to now unreliable.
    Low speed, frequent drop outs. Worse than BT, on same connection, so it must be inferior connections supplied by Plus Net.
    Was shocked to be told that I couldn't cancel the contract, as the 14 day cooling off, applied from filling in the application form, not from the commencement of service, absolutely unethical and ruthlessly unfair.
  • Reviewer
    Location
    Uckfield, East Sussex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The service and customer service is appalling. Months of phoning to try to resolve the problems has been so frustrating. The service does not improve, it gets worse. You just get nowhere having spent hours on the phone you are just fobbed off with nonsense. A very dissatisfied customer along with many others it appears.
  • Reviewer
    Location
    uk
    Reviewing
    Plusnet
    Date
    Comments
    Disgusting and Appalling
    Contacted them at 19.47 on the 13/05/21, after explaining the problem to a girl several times I was told "I'll just have to put you on hold for a minute" after being on hold for 10 minutes I was automatically cut off without further contact or resolution. I know their "help service" closes at 20.00 but for her to use "on hold/ cut off" tactic is disgusting and appalling.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Firstly, to be fair, like most ISPs they rely on Openreach to actually fix the fault.

    However, their customer service is DIRE. Call wait times usually 45+ minutes. I called the disconnections team whilst simultaneously on hold to support and they transferred my call to the same queue.

    When I joined Plusnet four years ago, they were great, but things have seriously gone downhill.

    Yesterday evening I heard a radio advertisement: a pastiche of Kipling's "If" opining on how great they are.

    They aren't. They're crap. They have the cash to spend on radio advertising to suck in more customers when it should be spent on better support for their existing ones. This tells me they are more interested in revenue than customer service. Their senior management must be aware of this and I can only presume they are now an organisation who just don't care about decent service, just making as much money as possible.

    I'm off to a boutique ISP who know the meaning of customer service.

    Up yours "plus" net.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    Comments
    Moved from BT because I was paying a lot for a slow connection, which is all that is available here. Plusnet is much cheaper. The switch was simple - just a few hours between BT turning me off and Plusnet becoming active. The speed is the same - not surprising since it is the same network. I didn’t even need to set up the Plusnet router. I just put my Plusnet user name and password into the BT router and it works perfectly. I suspect the Plusnet router is less sophisticated than the BT one, but I haven’t tried it. You get some extra bells and whistles with BT (wi-fi hotspots etc) but, if you don’t need them Plusnet seems like a good bet.
  • Reviewer
    Location
    uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    the worst company ever
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am writing this review after previously being with Plus Net and going back, foolishly thinking they're service would be as good as it was before.

    Before I begin there was a gentleman on Manchester support team who was incredibly helpful. I am now at the conclusion that Plus net are either buffoons or crooks. You decide.

    My connection has slowly gone downhill, not by speed, but by quality. I am already in a slow connection are due to my distance from the exchange however my latency has always been great so this is forgiven (love my gaming).

    During this increasingly infuriating issue I have been in contact with support, who initially took me back as to how professional they were. They didn't ask me to go through there usual script of things as I had already given them the list, and instead used logic. However after these attempts had failed, I contacted them again.

    My first two attempts to make contact again was met with simple tests, which had already been done. Unable to look at previous tickets, I humored them with the same results. They replied with a frankly ridiculous chart of numbers showing how stable to connection was, obviously designed to confuse rather than be informative. I replied stating stability was not the issue, the latency was.

    After waiting several days, and replying to yet more menial tasks, and even at one point, them just sending me a message saying "Your issue is fixed" with no context, I replied yet again with the same list of attempted fixes and issues which they were seemingly unable to find from previous tickets again.

    This time, the WIFI was blamed. Considering I stated on no less than 8 occasions the desktop is hard wired and answered this pointless accusation with the same list of things. I am currently awaiting a "Response".

    I am almost 99% sure the issue is because the connection is being momentarily throttled as the neighboring traffic is too much for the system so it is queuing people to let them through. At this point if they would just admit their fault and give me a timescale for correction/improvement I wouldn't be so annoyed. However it is now painfully obvious they just here to blind you with science and take your money for a less than mediocre internet connection.

    Being "Best Provider Customer Service" is all good and well, if you provided a good service to support.
  • Reviewer
    Location
    uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very intermittent speed. Even worse at peak times. I have fibre optic broadband and live about 6 yards away from the BT fibre box. I was with Sky and I can't wait to go back with them. Do not go with these people
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Why you have to avoid PlusNet with any cost!

    Guys, I order broadband from Plusnet at 5/6/19 and they install it on 27/06/19, I say ok this is a normal process they are busy etc, no complaints about this delay.
    Then I start using my broadband and I never reach the minimum guarantee speeds they offer since today 8/6/19, let's take the story from the beginning.
    When the engineer comes and install my line, the average speed was 0.78 download with 800+ping, after one day I call the customer support and they told me that need a few days to be established, I was waiting another 5 days the same, after this and from 5/7/19 I start to call them every day(spending around 30 mins each call), I upload 3-4 speed test from BT wholesale wired with my router as they suggest me, and still do the same till today.
    Some times they told me that can see the fault, others they told me that I have 7-8Mbps speed and my internet is fine, they booked 5 times until today an engineer to come and check the problem but the engineer never comes, they say it was external problem and now is solved, unfortunately still have 0.48 download speed with 800+ping.
    I told them guys as you are not able to fix the problem after all these times and after spending hours to discuss about this (and I mean many hours), please cancel my contract and they say that they have to charge me or they can offer me faster broadband, as they can’t find a fault.
    The funniest part is that
    They delete all my previous messages with all discus we had via their website( extra time for this) and they say that they can't find any older complaints about my issue. Luckily for me, I have printed all the conversations I had with them, all the speed tests I run and show to them, and now I am looking to find all the agencies they are involved with broadband providers and make an official report about Plusnet.
    So if you don’t have time to waste, find a proper provider, this company takes 0 ratings from my side.
    Any suggestions about where I can report them, feel free to reply
    Thank you
  • Reviewer
    Location
    uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ordered sim only,cancelled it within 3 days because i went with another provider,didnt refund my initial payment and didnt close my account so got another bill,called them and they said if i dont pay it i will get a bad mark on my credit file,completely their fault and they said i have to make the 2nd payment or i cant close the account.

    *****AVOID AT ALL COSTS****
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I have been with Plusnet for over two years after a lot of people warning me against it due to their customer service, I had no problems until this year. In April my broadband started dropping and the WiFi was really slow. I first reported this problem on the 19th April. I have phone logs and e-mails confirming this. I had this ongoing issue with the broadband until the beginning of June. I work from home due to mental health so having WiFi is essential, I expressed this to Plusnet time and time again. A lot of the time I came off the phone in tears as it was like talking to a brick wall. I had to work from the library which was stressful and expensive. I spoke to Plusnet on Tuesday to inform them that I was not happy that I had to pay for the time I didn't have any broadband. Plusnet replied that they could only refund from the 19th May as this is when the fault was first recorded. I couldn't believe that it had taken them a MONTH to even record the problem. If they had recorded the issue and tried to resolve it when I first reported it the issue could of been resolved 4 weeks earlier. That would have made my life A LOT less stressful! After a long debate on the phone they stuck with the fact they couldn't refund me anymore and when I asked why it had taken them 4 weeks to even report the fault they couldn't give me an answer "I don't know there's nothing we can do." I then asked to speak to a manager he replied with "we don't really have anyone you can contact." I am massively disappointed and I will definitely NOT be renewing my contract in July. Who wants to be with a company that don't care about their customers?
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up with an installation date confirmed, that date kept on moving further and further away with new promises made and broken until I cancelled it. Customer 'services' leave much to be desired - the only interaction that was straightforward was cancelling it. If you want broadband that actually gets installed, you might want to look elsewhere.
  • Reviewer
    Location
    Uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    If I could hate anyone more than plusnet it would be unbelievable! In less than 24hours I've been on hold to plus net for 4 hours in total!!! Their customer service is nonexistent and I want to really leave these shower of rubbish. I've not had internet for 4 days because they have switched me from asdl to fibre without asking or giving me a router!!!
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely abysmal treatment when moving to another provider. Had an email informing me that my service would be cancelled - but direct debit was still collected the following month.

    Contacted the customer services team to rectify this - got a refund and was assured that the service would be cancelled.

    The next month they tried billing me again. I contacted customer service to get this cancelled but they failed to do so before the billing date.

    However, as I had cancelled my direct debit I then got non-stop emails and text messages harassing me for payment.

    Feedback to me from customer service was non-existent and the emails and text messages kept coming for over 3 weeks.

    Eventually, my whole account was closed but the first I knew about this was when I tried to log in to their portal to find that my account details no longer existed.

    For a company that is supposed to have a reputation for good customer service I would have expected better.

    Now, I am left needing to check my credit reports to ensure that their automatic systems haven't flagged my account as being late paying - I raised this issue with them but they just continued to ignore me.

    I will never be returning to them and could not recommend people enough to STAY AWAY!
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Comments
    Poor Customer Service, Slow Internet Speed that make site like Youtube frustrating to use and make downloading updates and digital purchases on an xbox or ps4 pointless.
    the minimum speed for my area is supposed to be at least 17Mb but i have never seen it get 1Mb as of yet.
    They maybe one of the cheapest but in my opinion they are the worst ISP I've ever been with.
    They boast about having UK call centres for customer support but have taken up an hour and a half just to get through to them, witch is not a free phone number.
    This ISP is beyond bad avoid at all costs.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Comments
    Have not had internet for 6 months due to a fault with PlusNet and their inability to do anything about it. Finally spoke to someone last night who was completely unhelpful and rude. I was then cut off and ended up cancelling my contract at an additional cost! I would never ever recommend PlusNet.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst ISP ever. Terrible customer service who can’t do their job properly. Routers that keep losing connection or you don’t get. Still waiting for £70 reward when joined so lied and cheated me out of that. Engineers not turning up because they didn’t even bother to arrange. Was told to leave contract early and pay early release fee. I paid fee, they didn’t bother to take money and passed it to 3rd party debt collectors with an added £41 fee for their own incompetence. NEVER AGAIN! AVOID AVOID!!!
  • Reviewer
    Location
    uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I can't comment on broadband performance because we didn't get that far. Twice I tried to sign up online and both times it crashed. I should've listened to the alarm bells ringing. Then they altered the time of the installation. Finally I get my welcome letter with all my details wrong. I should say that I gave up my online application in favour of speaking to a human being so I know I gave the right info. But details can't be changed, apparently, without cancelling and starting all over again. No thanks. You've just lost another customer through sheer incompetence and bad service.
  • Reviewer
    Location
    uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The service was fine for a while but the wifi eventually became unstable, slow and unusable around the house. plusnet were unable to solve and said that they do not guarantee service around the home!

    When I left to go elsewhere they slapped me with high early termination charges which were in their ts and cs but I felt unreasonable given I didn't want to leave them. I asked for a waiver and/or discretionary credit, but they refused.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    New customer to plusnet. Old broadband turned off 7 days ago and still no router has arrived from plusnet. emails to confirm broadband was live on the same day as the old contracted ended. Customer service refuse to expedite a replacement router or allow me to buy my own. we are still without a router. Terrible experience. We do not recommend this company.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    29/04/16 - The date my broadband was initially planned to be set up.

    30/04/16 - The date was rearranged to the following day, the engineer turned up and told me there was already a phone line there (something I had already mentioned - but yet Plusnet insisted I must pay £60 for a 'new' line installation which never happened). The enginner told me this would be done within 24 hours. I then called Plusnet, who informed me it would actually take until 04/05/16.

    02/05/16 - The date my new employee who is a good friend of mine was due to start - but couldn't as we did not have broadband. When I called Plusnet they also delayed the activation date further til 05/05/16.

    05/05/16 - I am now told that the broadband would not be completed until 09/05/16. So reschedule my new employee to start on that date.

    09/05/16 - Still no broadband, new employee comes to work and is sent home again.

    10/05/16 - Broadband is finally activated. But for the next few months cuts out regularly, causing huge disruptions to my business and customers. Plusnet initially blames me for switching router off at night, but after I stop doing this and the problem persists for a month, they now say it is something to do with the line which will be updated, but the problem has persisted since.

    19/07/16 - I had arranged for my phone line to be moved from my old office to the new one. I was charged £60 for this. The engineer arrived, completed the job, but I am now left with no internet, and have to close my business down until this is resolved. I had written confirmation via e-mail, and also was told on the phone that I would not be left without broadband and the transfer will be completed on the same day.

    The only compensation I've been offered by plusnet is 25 pence (that is not a joke). I was so amazed by this offer, that I had to question whether it was intentionally done to mock me.

    The list of excuses I’ve had from plusnet are:

    “You took someone on too soon after the installation date.”
“You shouldn’t have chose a budget broadband.”
    “It’s because you turn the router off at night.”
    “If we’re losing you that much money, why don’t you just pay off the £250 contract.”

    I think it is disgusting that PlusNet are allowed to get away with this, and in doing-so, put the jobs of 4 young workers at risk. This is not a one-off case. They have a trustpilot score of 1.1/10. The fundamental rule of the Sale of Goods and Services act states that any goods or services must be as described. Surely, with such an exponential customer dissatifaction rate, it must raise the question as to whether or not Plusnet are complying with this.

  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I switched over to plusnet from talktalk today. Unfortunately plusnet only posted the router yesterday by royal mail which means I now have no broadband for a few days so I had to buy another vdsl router which might arrive tomorrow - I would probably have had to do this anyway because the plusnet hub one is rubbish . They do pick up the phone and they are UK based support but they aren't particularly helpful and their on call music is dreadful. I am looking forward to leaving them already.

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