3,751 Customer Reviews over 94 pages
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- Location
- winslow
- Reviewing
- Plusnet
- Date
- 2016-05-24
- Comments
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I cant understand the hate on this review page. Is this a conspiracy?
I've been with them 8 years at 4 addresses and am very happy.
OK customer service takes a bit long to answer nowadays, but have you tried speaking to a human in BT or, God forbid, Talk Talk
I've had a stable connection for weeks not at 70Mb on my fibre in a village.
Realistically, the internet backbone is provided by BT wholesale anyway, so Plusnet/Orange/Talk Talk are just reporting your issues to BT anyway.
Knocking Plusnet because of internet provided by BT is crazy.
Only issues ive had is a botched install by BT of my 3rd plusnet connection.
make no mistakes, thats not Plusnets fault
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2016-10-23
- Comments
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Been with them over 18months and just renewed my contract for a further 18 which resulted in a £5 discount being applied.
They've also recently one through an infrastructure upgrade which has resulted in near doubling my internet speed so now I hover around 50-60mbps most days when the advertised speed was 38mbps. This is consistent in peak times as well.
Had a couple of issues which were resolved and compensated fairly when I raised them (refunded a months bill for example)
Overall great service and would (have already since they have an incentivised referral scheme) recommended to friends/family.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-11-28
- Comments
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Don't understand the bad press. ADSL was great for 8 years in London and finally switched to fibre. Went from 4 meg to 20 meg BINGO. Support has always been fine. Had way, WAY worse times with Sky, virgin, BT, bulldog etc.
For a while even got 50p a month discount for a referral. BOSH.
- Location
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- Location
- Falkirk scotland
- Reviewing
- Plusnet
- Date
- 2014-06-26
- Comments
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We moved over to plusnet after consistently getting ripped off by BT enough was enough ! Found plusnet to be quick and easy to change over too, staff very helpful. Switch was done and no fuss or problems. Broadband speed might be slightly slower but hasnt really made any difference. paying half what i was with BT, thanks Plusnet x
- Location
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- Location
- Dronfield
- Reviewing
- Plusnet
- Date
- 2015-05-19
- Comments
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I can't really comment on reliability of broadband yet as I've only been online for 24 hours, but I'm so enamored by their punctuality, reliability of customer care and quality of support I wanted to post something. Excellent! They delivered on time, everything worked without a glitch and it's hard to imagine how they could have made our recent house move any, easier (aside form carry a few dozen boxes for us). I just left a cable provider who couldn't even send the envelope to return their modem to the right address. So far Plusnet are living up to their reputation as excellent customer service. Very pleased.
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2016-09-01
- Comments
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I have been with Plusnet for many years. Not on Fibre. I have always found them excellent in every way. Waiting for phone response is a pain sometimes. I would recommend.
- Location
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- Location
- Hampshire
- Reviewing
- Plusnet
- Date
- 2023-10-05
- Comments
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Originally went with Plusnet as had been imopressed with the customer service experience whilst dealing with my parents broadband.
And the technical support has been good. But really feels like the good people that work there aren't being supported by the higher ups.
Am finally leaving them this year as despite asking this year what their plans for the PSTN switch off was and getting np answer, I have now been told they will not have a phone service after the analogue system is turned off.
It's just starting to feel like a very stripped back business.
Also I only had my hub working for under a year before the WiFi broke.
But the connection to my property has always been reliable.
- Location
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- Location
- Maidenhead
- Reviewing
- Plusnet
- Date
- 2019-07-30
- Comments
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Very reasonable pricing and a very good steady service on fibre.IF there is a problem you can speak to a proper English speaking person who knows what they are talking about and will help!
- Location
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- Location
- Brighton
- Reviewing
- Plusnet
- Date
- 2019-03-07
- Comments
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I have to say that Plusnet are head and shoulders above talktalk who I was with for years. In particular the customer service is friendly and efficient. Cashback was also amazingly straightforward
- Location
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- Location
- St Helens
- Reviewing
- Plusnet
- Date
- 2022-11-10
- Comments
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I've been with Plusnet for 5 years now and I've only ever had one issue which was resolved within a few days. They have always had the cheapest deals (if your willing to haggle) I pay for upto 74 Mbs and I get a pretty constant 72 Mbs with hardly any slow down at all. I'm about to upgrade to a full fibre (FTTP) contract so hopefully I'll continue to experience great service.
- Location
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- Location
- Medway, Kent
- Reviewing
- Plusnet
- Date
- 2017-12-30
- Comments
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I see a lot of people with bad experiences of PlusNet, I can only praise them. On the ocassionsnthat I have called them they have been friendly and helpful. I agree that the wait time can be a problem, but for me it has been at a time when there has been a major outage in the area. I work in the IT industry and we have to support clients with a number of providers and PlusNet consistently come out the best overall.
I would politely point out that anyone who needs (the full)40Mb shouldn't be relying on a fttc service, it is not meant to be business grade. Sometimes people are quick to complain when the service dips for a while. Remember that the support person at the other end of the phone has been trained to help, but they are not angels and if you lay into them after they have said hello, you are going to get a slightly "degrade service" from them.
Work with them (they didn't directly cause the problem themselves) and they should be helpful. If not, ask for a supervisor.
Anyhow, Plusnet, for the money that you charge, I think that you are OK. I have a BT Business line here as well, and I have much more problem dealing with them.
A final point; I know that we live in a world where expectation often exceeds what is offered, but don't forget every once in a while to be amazed that this technology works in the first place. You are dragging amazing amounts of data across copper and glass.
- Location
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- Location
- Cavenham
- Reviewing
- Plusnet
- Date
- 2022-08-26
- Comments
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My previous Broadband provider was completely useless. Then went to Plusnet, haven't looked back since. The Fibre extra we have is fast and runs two workstations as we both work from home, our entertainment, Im a gamer and our Smart tv with subscriptions. I have never had a reason to complain, we are now moving to full fibre and looking forward to it.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2023-05-18
- Comments
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Absolutely brilliant customer service. All their call centres are based in Yorkshire and you really feel that care and warmth when they try to help you. Fibre in all of the UK by 2026
- Location
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- Location
- Bedford
- Reviewing
- Plusnet
- Date
- 2016-12-21
- Comments
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Was connected on time for Christmas customer service updated me every step of the way so far so good.
- Location
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- Location
- south-west Scotland
- Reviewing
- Plusnet
- Date
- 2016-11-28
- Comments
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I have been with Plusnet since the spring of 2010, apart from once when they were down, therefore you can't check as you have no internet, I have never been disappointed. I have unlimited broadband only as yet, I don't have another package with them, but I can say I have had nothing to complain about and I'm happy with the speed and reliability, of course it can always be improved.
- Location
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- Location
- Hebden Bridge
- Reviewing
- Plusnet
- Date
- 2019-10-03
- Comments
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I've just had a problem with my broadband. Plusnet could not have been more helpful. Well informed staff. Good records of what was going on. People had a plan a d put it into action ASAP. Received refund for loss of provider during the process. Polite helpful service. Spot on.
- Location
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- Location
- Buckinghamshire
- Reviewing
- Plusnet
- Date
- 2016-03-22
- Comments
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Customer support is excellent with contact centres in the UK, I've been a customer for 5 years now, firstly on adsl and then on superfast fibre when it became available, speed and reliability has been consistently good. Packages are competitive & I have found that they will offer deals, so I recommend when your contact is up give customer services a call. They also offer a very competitive tv deal as well as discounted BTSport. Phone Line rental, caller I'd and anytime call package is cheaper than bt.
- Location
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- Location
- DEVON
- Reviewing
- Plusnet
- Date
- 2017-10-06
- Comments
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This supplier provides a really good service.
- Location
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- Location
- Derby
- Reviewing
- Plusnet
- Date
- 2016-07-06
- Comments
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All I seen to see is bad reviews on Plus nets customer service.
I personally have had a brilliant experience with their Customer service.
Unfortunately my Internet did not go live on the day that it was said to go live. I rang plus net regarding my bill as I hadn't received the Internet I was paying for. After reading the reviews I was concerned I would have a battle on my hands, I was pleasantly surprised that Plus Nets customer service was outstanding, with in 5 minutes they had not only refunded me but gave me a good will gesture for the inconvenience caused for not having the internet.
Thank you to Plus Net!
- Location
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- Location
- Abingdon
- Reviewing
- Plusnet
- Date
- 2017-11-19
- Comments
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Have been with Plusnet for 18 months now and just considering a switch because there has been a price rise. Over 18 months, we have had no problems whatsoever. Our Netflix allows us to stream two screens at the same time on standard broadband. Very happy. Now just go get the price back down!
Having read all the rest of the negative reviews, I decided to share a positive experience. I guess it comes down to your experience with them.
- Location
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- Location
- Shipley
- Reviewing
- Plusnet
- Date
- 2017-05-19
- Comments
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Not bad. Quiet good.
- Location
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- Location
- Milton Keynes
- Reviewing
- Plusnet
- Date
- 2016-10-18
- Comments
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I've had no technical problems with my fibre broadband but I've had loads of trouble with billing.
As has been said lots here, service is atrocious. Call wait times measured in hours, response to emails measured in days, thought that goes into the response, milliseconds.
Repeatedly have to explain the problem again and again even though it's all written for them to see. They always try to get out of their obligations by obfuscating so you'll give up. They are rude and ill informed.
If you sign up, be lucky because if you have any kind of problem, you'll regret choosing Plusnet.
- Location
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- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2014-11-10
- Comments
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Customer service was perfect. Had to wait a while to get through to a technician but they made it clear that there would be a wait at the begining of the call. Once through, "Faz" was fantastic. He was very patient and polite and talked me through everything. He was very knowledgable and explained everything very simply without patronising. All in all truly excellent customer service.
- Location
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- Location
- Middleton
- Reviewing
- Plusnet
- Date
- 2015-08-28
- Comments
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Left a bad review previously but it was actually down to the by engineer not letting me know had connected my fibre and didn't need to call round.. Saying that the first advisor I spoke to was rude and uninterested but the second advisor was brilliant.. The speed and reliability of the broadband so far is excellent so I would recommend as value for money as it's by far the cheapest deal around. Just hope you get lucky with the advisor if you need to contact them.
- Location
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- Location
- Kent
- Reviewing
- Plusnet
- Date
- 2019-12-04
- Comments
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Sorry to hear others seem to have had problems with Plusnet. I had very few problems here, before this swapped back and forth between Plusnet and BT a few times but have stayed with Plusnet for a few years now.
Any time I have contacted them it's been easy, staff helpful and easy to understand. Called them today when I could not dial out consistently, looks like a line issue, afyter checks they arranged for an engineer visit tomorrow morning. Not sure if many ISPs could match that!
- Location
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- Location
- Maidstone
- Reviewing
- Plusnet
- Date
- 2021-04-29
- Comments
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I'm new to Plusnet and transferred on recommendation from a neighbour. Signed up online to a package, everything arrived OK and my phone/internet is up and running.
I had a shock when I got my bill and had to call customer service, I got through very quickly to a guy called Alistair Leonard who was able to answer my question and sort my query.
I was expecting a long wait and then struggle to speak with someone and a bog standard answer to my query but got none of it. Most reviews are poor my my experience was excellent so well done Plusnet.
- Location
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- Location
- Wigton
- Reviewing
- Plusnet
- Date
- 2015-10-23
- Comments
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Best broadband provider we've had in years. Strong fibre optic connection that does wave up and down a bit but otherwise stays above 60mb. It was set up in half an hour with no delays. I can finally download movies and games in a time frame of minutes instead of days, and nobody is complaining that their streams are crashing constantly.
Not related entirely but it's worth reminding people reading these posts that the vast majority of people will only write up reviews when they want to complain about something.
- Location
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- Location
- Wimborne
- Reviewing
- Plusnet
- Date
- 2020-09-30
- Comments
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Just had to post a review as I'm so impressed. My broadband failed on Monday evening, I rang Plusnet Tuesday morning. They tested the line and found a fault. I was told it would be passed to the engineers and maybe up to 72 hours before they could get to it. I only have a smart TV and I live alone. On Wednesday late afternoon I called to see if I could speed things up. A lovely guy checked and he managed to get me a temporary fix until they get to the line. Just wanted to post to say thank you and give them 10/10.
- Location
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- Location
- Norfolk
- Reviewing
- Plusnet
- Date
- 2023-07-13
- Comments
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The Broadband side of things is fine, but just don't waste your time with their Webmail. Utterley hopeless, and whilst you might get in very early in the morning, from then on it's unlikely to connect until late evening.
If Email is important to you, choose another Provider, as Plusnet is useless.
- Location
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- Location
- Staffordshire
- Reviewing
- Plusnet
- Date
- 2020-08-19
- Comments
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Would definitely recommend..Everyone I speak to is really helpful and gets the issue sorted. Keep Up the good work
- Location
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- Location
- Knebworth, Hertfordshire
- Reviewing
- Plusnet
- Date
- 2021-11-16
- Comments
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I have been a plusnet customer for several years. From 2019 - Oct 2021 our household started having intermittent connection problems. A couple of times it's been the outside line to the property. However the engineers were out ASAP and fixed the speed issues very quickly. The other has been device problems, connecting to the internet and maintaining a consistent connection or web or social media sites not loading properly. I used my own router and moved back to plusnet's Hub1. This still was not much better. I now have purchased a new router which can handle many more devices (an AX3000 spec) router and replaced plusnet's default DNS addresses and googles with BTs and now all is behaving perfectly once again. I can't fault customer service, this has been excellent. Probably one of the best out of all the companies I've delt with. IM about to renew my broadband package and having looked at other reviews I dont think I'll be changing for a cheaper provider.
- Location
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- Location
- Nottingham
- Reviewing
- Plusnet
- Date
- 2010-04-03
- Comments
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Good service for the price. Yes, it is managed but unlimited from midnight to 8am. Much better than my previous supplier - Talk Talk.
- Location
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- Location
- Inverness
- Reviewing
- Plusnet
- Date
- 2020-02-21
- Comments
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Just off the phone from customer support after weeks of horrific connectivity. Not only did I receive the warmest service I have ever experienced, but I ended the call the call on a better and cheaper plan and a fixed line.
If ever in doubt, call them.
I am over the moon.
- Location
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- Location
- Cheshunt, Herts.
- Reviewing
- Plusnet
- Date
- 2017-06-20
- Comments
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I changed from AOL to PlusNet seven years ago. I found the AOL service expensive and unreliable and the helpline was ineffective. I changed to PlusNet as it was a small company but with the backing of BT. I haven't regretted my change. The immediate difference was the cost - a third of the AOL charge - but other differences were the reliability of the service and the quality of the technical help - the helpline is UK-based and the staff are always patient and willing to be as helpful as possible. Because I am a limited user, for a long time I chose a monthly download limit but, following a 12-month reduced-price offer, I have recently changed to unlimited downloads. My one complaint is the download speed which is only around 3mb and may partly be due to the location of my router but according to Broadband.co.uk I can only expect a maximum of 5mb from PlusNet in my area. I find this just about ok for streaming services but slow for downloads. Overall however I am happy with the PlusNet service and I'm thinking I may at some stage upgrade to fibre.
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-08-19
- Comments
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Called to esolve an issue. A lkong waiting time of 15 minutes, but once sorted really helpful and kind staff.
- Location
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- Location
- Devon
- Reviewing
- Plusnet
- Date
- 2020-01-05
- Comments
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On the most part, I've always had good service from Plusnet. Customer services over the phone have always been helpful and friendly, matching prices by competitors when my contract was due for renewal. The staff on the live chat are less friendly and helpful, quite blunt and rude at times. I've not had to contact Plusnet very often though as my broadband has had very few problems. Good speed, good availability and reliability. Happy customer in general.
- Location
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- Location
- Harpenden
- Reviewing
- Plusnet
- Date
- 2016-08-02
- Comments
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Putting out a good review to even things out a little. I have been with Plusnet for 3 years although I am leaving to EE as they have beaten the price.
I have with plusnet unlimited FIber for £36 incl line rental. average around 70mb down 20mb up speeds.
I had a problem in the first year where the speeds went crazy slow. Apparently if you turn off the modem, BT will start selling of the bandwidth to you and you have to get a BT man out to reset your line. (something like that)
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2015-07-24
- Comments
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Have been using them (fibre) for almost a year now. Actual speed not exactly what they originally promised but still satisfactory (around 35 MBPS download) and it has been reasonably constant throughout the period
- Location
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- Location
- Malmesbury
- Reviewing
- Plusnet
- Date
- 2022-09-30
- Comments
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I don't know who some of these reviewers were dealing with, but for me Plusnet service has been exemplary. I changed from Sky, usual thing prices just go up and no respect for customer loyalty.
Plusnet respond to calls quickly and efficiently, their engineers are excellent and initial problems have been sorted out in an effective and friendly manner. I only get 10Mbs out here in the country on a VDSL copper line, but modern TVs can easily cope with that on Catch Up without buffering and web pages open quickly too.
The router is much more effective WiFi wise than the Sky unit, giving me a better Wi Fi signal in my office and outside garage workshop. However it is still as susceptible to drop outs during distant thunderstorms as the Sky unit was, so some more thought needs to go into it's front end design.
- Location
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- Location
- Potton
- Reviewing
- Plusnet
- Date
- 2010-04-23
- Comments
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Speed can fluctuate but that is more a fault of the Openreach exchange capacity always at maximum than Plusnets fault. Lost a point on customer service if only because first line do not always listen to a technical report but then I am a telecoms engineer so that is not necessarily fair, second line are very clued up and on the ball.
- 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.