Plusnet Broadband Reviews

Broadband was ok when connected but we were killed caked out of the internet every time a phone or iPad went on to rest mode so if I was watching a film on the iPad like I often do every time I paused it I cad to the connect to the internet before I could play the movie again. Also there was zero internet service every nite approximately between the hours of 8 and 10 absolutely no good and when I eventually got on the live chat after months of trying plusnets answer was that they don’t guarantee WiFi absolutely bewildered what on earth was I paying for who uses a direct line any more? Anyway they refused to terminate my contract therefore I have been forced to cancel my direct debit with the bank. Waste of time trying to go about things the right way and waste of money on a useless service.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

DO NOT SIGN UP WITH PLUSNET!!! If o could make it bold and bigger text I would. They worried ok and then couldn't provide me with a service at all. When I cancelled they attempted to charge me a cancellation fee for a service they can't provide! They are now try to chase me through debt collection agency. Customer services not interested. Don't make the same mistake- you have been warned!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

Actually awful. It's always buffering even when there's just one person using it. It switches off and on randomly and doesn't even work half the time.

I have been with Plusnet for 11 years - ever since it was enabled in our exchange. This used to be a brilliant company but is no longer. My Broadband has been dropping out a lot and this meant phoning them. Don't choose the online chat system. You might as well email yourself and you don't get to the person you need. My line is provided by BT who arranged very quickly for an engineer to call. The problem was identified as noise on the line but I needed to get Plusnet to make some alterations to my settings. The shortest wait on the phone was 45 minutes and the longest 87 minutes. Yes - 87 minutes. Each time they told me they had done what I asked - hard set the SNR to 6db up and down and put interleaving on. Each time they told me they had done it but the next agent said they they hadn't. The last agent said he could understand my annoyance. Um! If you raise an electronic ticket for the fault it can take 3 to 5 days for a reply. My speed used to be about 16mbps but is now isn't. This used to be a really good company but no longer is. They tell me they are currently training more people to answer the phone. Too late for me. I'm off to their parent company BT for a variety of discounts. Their main call centers are now back in the UK. The problem is the C21 boards in the exchange which are failing but Plusnet couldn't do anything about that and told me to go to BT to sort it.I am, but not the way they meant.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  1 star

Plus Net service is appalling, 18 months now of being fobbed off with customer service. The internet supply is terrible. I'm not going to waste my time going into every aspect of their service. Please be warned anyone thinking of signing up.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Awful broadband speed, shocking reliability. Can go to nearly no connection at all for hours making it unusable. 1 star is not bad enough.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

AVOID at all cost worst company in the world bad customer services, slow broadband its like dial up, rude staff, don't deal with complaints, steal your money, phone line fault's broadband fault's don't get fixed shambles should be closed down

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Plusnet – Free NVQ Level 2 Telecoms Engineer Training and Btec Feng Shui
If you have too much time on your hands – appoint Plusnet as your internet provider. There’s hours of fun in trying to get connected and when you do, they specialise in providing download speeds that make nipping to the reference library in the next County Town by bus to find information seem pretty nippy - then sending you on endless and amusing wild goose chases around the house; making you do average impressions of a telecom engineer in an attempt to speed things up a little.
Then there’s the jargon – only it doesn’t sound like jargon because they give it an honest twang of a Yorkshire accent. So when they tell you that the “issue is still open with our supplier” or “There appears to be a cap on speed which only happens with external issues” you’re the one that feels daft for not understanding what they’re on about. I think the highlight from James in the “Silly Forfeits/Customer Service Department” was moving a large bookcase to get at a socket – then I was told to remove the front two screws and plug the ‘matchbox type thing’ into the ‘filter socket’ which he assured was lurking there. Then call back (easier said than done – but will come on to that!). No Filter Socket found in the box – but then again (as I was told on next call back – yet another half an hour I’m never going to get back) you’re only going to find a filter socket in the box if the screws on the outside of the box are in the lower half of the front of the box (wtf!!).
There’s a prize for anyone that gets a message estimating less than 15 minutes (and estimate really does mean estimate) before the call is actually answered. Whatever you do – unless you are desperate for basic telecoms training – avoid Plusnet! On the other hand if you’ve got time to kill – knock yourself out!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Virtually unusable after 9pm, shocking, ive called them up, the member of staff, checked my signal, and said call again if it carries on, it got worse, I called again, it was a 30 minute wait, I gave up and wemt to bed, im getting rid of thee goons as soon as possible.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

customer service very slow,usually on hold for over 20 minutes.e mail service is terrible,always going into a downloading loopfor each e mail for at least 5 minutes and then timing out.its a known problem by plusnet but as the email service is "free" havent done anything about it.will move back to bt when my current contract ends.must go now as ive got 3 hours spare and ive got 30 e mails to open.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Plus net DO NOT make small businesses proud. I run a small charity in Halifax and had phone and fibre from them to run the office computers and VOIP phone system.

We moved to new premises and we were promises several times service was available for Fibre so duly paid £60 to move the service.

The order failed TWICE and was told it was because the Plusnet worker inputted information incorrectly on the Openreach system. But it was only after speaking to an Openreach engineer I found out there was no capacity at the exchange.

When I took this information back to PlusNET they wanted to only offer a substandard 1Mb ADSL connection which would struggle for a one computer user to use, and would no way run our telephone system and computers at the same time.

So there response is to charge a £500+ cancellation charge and no refund so far of the £60 move fee. I even offered to take service at home so the charity didn't get charged a huge fee and this was flatly refused.

I am furious and they have not offered any solution but repeat over and over that we agreed to a contract so have to pay the termination charges. I know that - but the fact of the matter is, we chose the premises because they could offer FIBRE service and its them that CANNOT provide the service so why should the charity be penalised?

My letters and online messages go unanswered and its up to me to keep calling to try and sort this out.

Well Plusnet, I am going to name and shame you everywhere and even get local media involved and let them see how you DONT make you proud! #MostStupidTaglineEver

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolutely useless, customer service is a joke, wait for them to eventually answer the telephone after being forced to listen to a terrible racket for 20 minutes or more. I still had no modem after a month, eventually cancelled with them, my advice is to avoid completely. I cannot comment on broadband speeds etc as I was never able to use it!!

• Satisfaction
  1 star
• Customer Service
  1 star

I had been with them for years and even recommended my ex to join them. I told them that I would leave them on 10th January. They are not happy and I waited 6 months for the broadband content and line rental to come close to each other - one on 12 January and 16th January. Now they sent me this demand even though I left them earlier than the expiry date:
You recently cancelled your services with Plusnet on 10th January 2020. We have been unable to take payment for your termination invoice associated with your account closure.

We'd like to remind you that payment is still due.

What happens next?

You are required to pay the balance of £0.24 in full within the next 14 days. If payment is not received, your account balance will be forwarded to a third party Debt Collection Agency which will incur an additional cost and may have an adverse effect on your credit file.

Just how nasty can PLUSNET, THE ONE WHO WANTS TO HELP HIMSELF TO YOUR PURSE, get?

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Terrible customer service. Avoid!

I've been with Plusnet for a number of years and havent really had a problem with them. However, I decided to change supplier as we live in a village and only get about 1 MB. What complicates matters is that I want to get my internet from a company that provides a local wireless service offering about 13 MB but dont do telephone services. Therefore I'm having to go elsewhere for the phone and decided to use the Post Office based on price.

I initially cancelled my services with Plusnet and was given a termination date of 6th June (today). However, when I spoke to the Post Office I was told that I should have called them first as they would normally cancel on my behalf so that there would only be a few hours between the cancellation of Plusnet's phone service and the Post Office's starting.

Therefore I called Plusnet back the next day (31st May) and spoke to an adviser called Richard Byron. After explaining the situation I asked him to cancel the termination of the phone line and to terminate the broadband on 14th June. He assured me that this had been done and charged me £22 cancellation fee.

Having done this I telephoned the Post Office again to put the order through again and expected everything to proceed normally.

Yesterday I was shocked to be told by the Post Office that the termination with Plusnet was still due for 6th June and that the Post Office couldnt start the process of transferring my service until it ceased. This could mean that I am without a phone for up to 15 days and also might lose the phone number I have had for over 12 years.

When I spoke to Plusnet they confirmed that Richard Byron had failed to cancel the termination for 6th June which meant that the termination for 14th June had been rejected. They were unable to do anything to help as BT Openreach need at least 48 hours notice to reverse a termination.

They also have refused to offer any compensation for the fact that I am now going to be without both broadband and phone line for up to 15 days and will have to use my mobile phone data instead, which has poor reception where we live anyway. Both my wife and I work from home and this is extremely disruptive. Plusnet couldnt care less.

I would strongly encourage everyone not to use Plusnet and any existing customers to consider transferring as their customer service is frankly appalling. The adverts are a complete and utter pack of lies!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Terrible company-phone lines always have 20-30 min wait -promise to contact you and dont sell fibre speeds -charge more for fibre speed stays the same -appauling management and company -reported to Ofcom

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Poor tel service. Always 30-40 min wait, even on Sunday morning !. Slow broadband. Not nec cheaper than talk talk . Avoid.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

When I joined plus net from sky. Plus net connected to an old disconnected telephone line. I had to wait four weeks for connection. During the 18 month contract both telephone and broad was a night mere.
As I decided to move and another network they cut me off nine days before the transfer date and charged us for next month.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

We used Plusnet in our student house for two years. Be wary, we got a good deal to start but after 18 months the price rocketed. The speed was generally okay but unreliable and often dropped out several times a day.
The worst aspect was the service at cancellation. I was the account holder so the £34.98 total was taken from me every month. I called and cancelled the contract in June, paying the extortionate £30 cancellation fee on top of our final bill. The account was supposedly closed, but come July the monthly bill was taken from my account again. I called several times over the space of two weeks to rectify the issue and it took almost the entire month for the company to refund me.
Come August, the did it again. Once again I had to call and call, and finally sort a refund. That took 10 working days to get to me.
I was and still am shocked and appalled that the company billed me not once but twice after I had cancelled. Incredibly frustrating and the service from the team dealing with my issue was basically dreadful.
I would avoid plusnet, it turned out to be one big con.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

Such a waste of time, the actual broadband was always slow and lagged, got cut off for 6 days after calling 8 times they managed to fix / chase up open reach! And for my trouble was give £2.16 off my next bill

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Hard to rate the broadband when I cant use it, placed an order 2 weeks ago and still haven't received the equipment to connect so when I switched I was without a service. As I work from home I had to go out and buy a router, so thanks Plusnet for putting me £70 out of pocket. Do me proud? Do me raw more like.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Very happy with the service so far, it took quite a while for an engineer to come out but the broadband was up and running within an hour. Great speeds and the customer service has been ace so far (though there are long waiting times) I'm happy I switched from Virgin :)

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

TERRIBLE, DISGUSTING, POOR, AWFUL, OUTRAGEOUS these are the words that come to mind with plusnet. I left sky giving them 4-6 weeks notice and went with plusnet also giving them 4-6 weeks notice. Attracted by the promise of customer service And the cheapest rate. You pay for what you get, in this case you pay and get nothing. Sky informed us that plusnet had not contacted them so they put a hold on th line, this took 3 weeks to sort out so we were without a phone line, once th sky broadband elapsed we were without broadband and have been for over 2 weeks. The fibre is now ready and I am advised it will be another 8 days to activate. So to recap, to avoid being without service I gave plusnet plenty of notice yet it appears they have sat on their bums and not done anything which has resulted in me paying for more and more and more mobile calls and phone data. My advice don't go with plusnet or give them 6 months notice as it delay after delay after delay despite their promises

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Plusnet pride themselves on customer service but don't actually stand up to their claim. They secretly add add-ons to your package that you don't know about and without telling you double the cost of these. in hard times as we are all currently experiencing due to Covid-19 they were unable to offer and financial help unless you're willing to sign up to a new contract term. I'm done with them forever!

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Totally messed up my house move. As far as I knew, everything was arranged for the day after I moved in to get an engineer out. When I called the day before to confirm the installation, I was told there was an error in the order and it would have to be rebooked. I agreed to this even though it was leaving without internet over Christmas. Again, the day before installation was due I called Plusnet to confirm. Now there was a problem with Openreach because my house already had an active line (it didn't). I asked them to confirm the details to find they'd booked the installation at the address is moved from! Absolute incompetence! I told them where to stick their broadband and moved to Sky. In Plusnet's credit, they agreed to waiver any early termination fees.
Our so I thought....
10 months later, I received an email from Plusnet saying payment could not be collected for my latest bill. I logged into my account to find a bill for early termination charges - issued 9 months after my move. As during the previous fiasco I'd spent hours and hours on hold to their customer services, I contacted them via webchat. The operator confirmed that the bill was raised in error and world be credited. Two weeks later I bet a call from their debt department chasing payment. I told her the story and she said she had put a note on my account. Two days later...another debt chase call! I demanded to speak to someone who could help without being put on hold for hours and was put though to technical support(?), the operator said he had emailed the billing team to sort this. We'll see.

I will avoid Plusnet and would recommend anyone do the same unless you're a fan of incompetence. As I'm also in a position to do so, I've also transferred my company's broadband away from Plusnet. It's hard to believe they're owned by BT. They definitely need to invest in staff training!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

A sequence of mess ups and missed managerial reviews, resulted in 12 phone calls (typically over an hour long) and 4 months without internet. What did we get in compensation? £12 which didn't even cover the cost of calling

• Speed
  4 stars
• Reliability
  4 stars

Left talktalk at end of contract for Plusnet. Initially ok, but customer service was terrible and broadband speed was poor. Moved home in middle of contract, which they extended without notification. Had opportunity to leave in June this year as BT offered better contract and cash back. It was worth buying out from my Plusnet contract just to leave them. Just to prove how or their customer service was they tried to double by exit fee, which I fought as I had the original quote in writing. Plus they sent letters for the outstanding amount to my old address despite I hadn't lived there for 6 months, suggesting I wS avoiding them. They only had to ring me, I was on the same telephone number. NUTS! Would never go back.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

I have been with plusnet for over 10 years, infact I think they were called EdNet when I signed up with them. They have been great until recently. Since lock down I have the broadband speed to be terrible. It drops from time to time, my internet phone is no longer usable. I have tried to call to report this twice. The first time on hold for 40 minutes. Second time on hold for 20 minutes. Finally spoke to someone that said oh I need to put you through to technical support (not an option on the menu when you ring). She seems to have put me back into the original loop with only options are new customer or customer services.. so 30 mins of waiting so far and I know I am going to go through same loop. There Bot is also not working on their website.. So disapointed!

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

For the past three days I've had an orange light flashing and the connection speed has been APPALING. I tried calling them but cut off after an hour and a half. It is shocking the way they treat customers and provide them with rubbish service! I'm suppose to get a speed of 80mb and it's not even near 35! AVOID AVOID AVOID

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Very slow Broadband.
Have spoke with customer services but they do not reply to emails and hard to connect with.
Will not use Plusnet again when contract finishes in few months.

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  2 stars

Have fibre broadband with plusnet.

Shocking speed and reliability - on broadband speed checkers speed comes up as just over 5mb/s. With uploads coming in at less than 1mb/s.

Thats not even the worst of it though - on average Broadband will crash on at least 5 occasions a day where it completely goes off for 5-10 minutes at a time for both wired and WiFi connections.

Plusnets customer service whilst meaning well are totally useless and do absolutely nothing - seriously do not believe the we'll do you proud - what they actually mean is we will do nothing.

Seriously avoid this company easily the worst broadband and customer service I have ever experienced.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Terrible. I now find their advertising incredibly patronising considering how rubbish they are, "we'll do you proud". Nonsense.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

It is not good because it is extremely slow

Costumer service is good because they treat you well

Broadband speed is rubbish because it NEVER woke's and it is VERY SLOW

The reliability is ok because it sometimes stop working

• Satisfaction
  1 star
• Customer Service
  5 stars
• Speed
  1 star
• Reliability
  3 stars

I've placed my order 5 weeks in advance. Theyve failed to set it up on time. Every time you need to call them, there's an hour wait. The customer service is appalling. If you try to cancel the services online, you're sent around like an idiot. Never again

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Had issues they didn’t help broadband connectivity useless I left!!!

AVOID

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  1 star

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!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

Switched from BT to plus net believing I would get the same service. BIG mistake.

I only get Internet for 45mins each hour with constant drop out and disruption. Mobile devices are not able to use the WiFi at all it is that bad.

I had 3 engineer visits, only 2 of which turned up.

Customer service is poor, technical department know less than I do and I'm no expert, issues were never resolved and their staff did not log the complaints accurately. Staff fabricated information on call logs and complaint logs to make it look like it was resolved/closed when it was not. Never received any call backs even though I was promised every time. When 2 engineers couldn't fix issue but admitted it was there, PLUSNET threatened me with charges if I requested any more engineers.

All in all, saving 7 quid a month cost me:

-3 days wages from having to wait in for engineers
-Over 10 hours of time and money on the phone to customer services
-Over £50 for various signal boosters which didn't work as the signal was fine just nothing on the end of it...
-Over £75 in data bolt ons to use Internet on my phone (while sat less than 2 metres from the router)
-£21 cancellation fee when I rang and told them to shove it.

In summary I wouldn't recommend them to my worst enemy.

PLUSNET COST ME OVER 400 POUNDS ON TOP OF THE CONTRACT IN ONLY 11 MONTHS

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  2 stars
• Reliability
  1 star

3 years with Plusnet with 5mbps,so not movies or music and for £32/month only:) I was complained with not successful but they arranged appoitment with,,engineer,, but hi was to busy and did not comes.
I sent email that want to cancel contract because I am strongly not enjoy speed and customer service since 16.06.2014 with last payment.
After 2 weeks Plusnet sent me outstanding fees but I had Direct Debit so all payments had been automatically.
I did not paid because they do not want to explain me why and for what I have outstanding fees.....and for last2 months not answers.I had a couple of good enough reasons for cancelling but they do not want to understand me.
Plusnet blocked my access to my account and doN't want to give MAC code which is required for the next provider...but this is not all. Plusnet is still connected with my line and do not want disconnect....

So slowest broadband,poorest and most rude service ever

They used to be great, renewed my contract when I moved house, now I pay more, get less speed and the connection drops around 3 or 4 times an hour. It will be down from anywhere between 5 mins to half an hour. The tech support ends at "turn it off and on again". The routers they give you are useless (5m range) so expect to buy your own one if you actually want to use wifi

• Satisfaction
  2 stars
• Customer Service
  3 stars
• Speed
  4 stars
• Reliability
  1 star

I moved to plusnet because of the mantra about customer service and quality etc... all I can say is, what a load of pants. I have found them to be incompetent and ineffective, and incredibly difficult to get ahold of. ide rather they didn't make such a big deal about there "UK" based call centres and just enough staff to actually answer the phone (or webchat!)
I have had multiple problems with my connection which has meant that my connection speed has been a 1/4er of what it should have ben for nearly 6 months whilst they attempted to fix it. when I asked for compensation for my time and hassle in discussing with them I got told "they don't do compensation". when I asked to speak to a complaints team they said they didn't have one!
I would 100% not recommend plusnet to anyone. really poor experience all round.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I was a new customer to plusnet, but wish I wasn't! I placed an order for fibre broadband online on the 25th July. choosing for the installation to occur on the 6th August. After waiting for 5 hours I called Plusnet, who explained that my order hadn't been processed and I would need to wait for a further 24 hours before they could even confirm my account details and order. I am now having to wait nearly 1 month for broadband installation, and they can't do anything to help... I guess you get what you pay for.

• Satisfaction
  1 star
• Customer Service
  1 star