Plusnet Reviews 12,305

Increased my score because they sorted the problem out and answered the phone reasonably quickly.

Wow what a joke of a internet company. There is never a constant, consistent broadband connection. Always quick to pass the blame to others and never really fixes anything. The router they send is crap aswell. Cant even send a signal though a wall 2.5metres away! Roll on the end of my contract

ABSOLUTE SHAMBLES – AVOID
If I could give zero stars I would!
Ordered Fibre broadband.
4 days later emailed me to say couldn’t supply.
Rang yesterday to get refund to be then told I could have part fibre broadband.
She said I can order now. I said WAIT, do not disconnect my EE supply before the router arrives. She said she wouldn’t
4 hours later, yesterday, got an email saying I would go live the following day.
My bad feeling was justified. This morning, no internet and no router.
Rang and spoke to a guy called Lee, who said it should arrive today. It didn’t and now still no internet.
Rang a supervisor, Daisy, she said that Lee shouldn’t have said it would arrive because he AND SHE have no way of knowing when routers are sent out. She confirmed it hadn’t been sent because no tracking was available.
She also said they weren’t allowed to ring the dispatch department to chase things up and basically refused to help me further.
Their lady yesterday put through the order in the CERTAIN KNOWLEDGE I would be without a router for 2/3 days and no internet.
These people are “Herberts”, shuffling paperwork around all day and no-one takes responsibility for anything. To them, customers are people who just get in the way of them doing their job.
What an absolute shower. AVOID AT ALL COSTS!
You get what you pay for! DISGUSTED

Keep your money in your pocket

Very poor service
I upgraded my internet to fibre but they put the router in a front bedroom instead of the lounge at the back. I now have a worse service than I had before. I can no longer connect my TV box and the signal is not good at the back of the house anymore. Also I have plugged the ethernet cable into the back of the bedroom TV because it kept going out of sink, however the problem is still there

My router keeps losing signal, i phoned customer service. The Lady tried sorting problem but said a engineer needs to come. Have to wait two day's for appointment and PLUSNET won't pay compensation. I also requested full fibre which is advertised on television as same price as i paid for regular fibre £22-99 p/m. But Agent asked for more money 💰 i only had account for just over a week. I used to be with PLUSNET about 18 Month's ago and they were a very good company with excellent customer care. Now they are terrible and i would definitely not recommend them.

After being a loyal customer for over 5 years, I am being turned away after applying for an upgrade. They now do not support holiday lets as they are classed as a business - even though it's a house like any other residential property. How can a company afford to turn away customers? Such backward thinking.

Horrible network I pay for 1000 mbs but I have only 89mbs not recommended to anyone

One of the worst broadband providers in the Uk. You would be better off throwing your money in bin than getting broadband via plusnet

I'll keep it short.......we were with Plusnet years ago at a previous property and it was ok.
Now, the Internet barely gets into double figures and we pay for superfast fibre!! When I rang for help I was told that I was lieing, but they'd look into it and get back to me......it never happened!
And that's happened twice now.
I'm not going to waste anymore of my time with these rude, incompetent cowboys......I'm off to Starlink!!

DO NOT SIGN ON WITH PLUSNET!
They have been advertising recently, do not use them.
I've been with them for 5 years and recently upgarded to their Full Fibre offer; it wasn't a big financial increase so I signed up for the new plan, promising faster speed etc.
Firstly they use OpenReach, an outside supplier, to install the new fibre (drill into your home with a new physical fibre connection), but the technician never turned up, nor informed me even though we had texted each other for a definitive time of arrival etc.
When I complained, a new technicain came in 4 days that included a weekend. He took 40 minutes to do the work, told me some basic steps if certain lights flickered on the new connection box. No time did he warn me that ALL my devices (TV, printer,sound system and mobile/desktop/laptop (all Apple products) would need to be reinstalled with passowrds, updates etc.
5 days later and 6 called to technical support at PlusNet, I am still not able to use my devices as before.
When they install new fibre, they should make sure that all connected devices within the home function properly before they leave. At least warn me of this!!

It may seem strange to review a company having just left it but Plusnet deserve credit for the many years of excellent service I have experienced.
Plusnet always provided reliable and reasonably fast broadband over the years and were open to negotiation to get the best deal when each contract term ended.
Unfortunately the arrival of full fibre and transfer of its mobile services to EE plus non-availability of a Social Tariff in these times of rising costs means the end of the road for me. I also appreciate the discounted penalty for having to leave my currant contact early. Thank you.

Internet is always down and advisors are always rude

I signed up for full-fibre with Plusnet - I have been with them for broadband for many years and, previously, for mobile as well, until they stopped providing it. I was informed the engineer would call between 1 and 6pm on 20 March. I waited until 5.40pm and rang Plusnet as I had heard nothing. Plusnet rang Openreach who informed them that the engineer was nearly finished on his last call and that he would be coming to me. When I still hadn't heard anything, I rang Plusnet again at 7.08pm. The person rang Openreach but couldn't get a reply. In the meantime, I got cut off. I rang again at 7.31pm. I was told Openreach close at 7.30 and she still hadn't got through to them. Plusnet are currently pushing their full fibre service but there is no installation and nobody bothers to let you know.

Spoke to a lovely lady this morning to renew my contract. She was so helpful and patient with me.
I did not jot down her name, but if anyone from Plusnet reads this, it was her birthday on the 10th of this month. Please thank her for me for her help, and her understanding all much appreciated.

The router provided doesnt work for Wifi. When I called complaining about interruptions in connection they claimed to only guarantee speeds and stability on ethernet cables, not the wifi. They refused replace the router and said Id have to spend my own money buying a good wifi router to fix the problem. Disgusting treatment of customers.

Poor connection and excessive pricing
The connection quality was very poor, with frequent dropouts throughout the day. This made the service unreliable and frustrating to use.
On top of that, I later realised I had been out of contract for some time and the price had increased significantly. I was paying far more than the service was worth.
I have now switched provider and am paying around a quarter of the price for a stable connection with no dropouts.
Overall, very disappointing.

I lost the ability to access my account with my email address and password. Even my username and password became hit and miss at being recognized as correct, despite repeatedly creating new passwords. Of course, my VPN had to be off as well... My bills were in the bill history, but won't load to view individually and in detail. Any attempt to phone customer service ended up taking a minimum of 20 minutes waiting and even then didn't get through. Emailing feedback , a query or complaining all have to be done while being logged in. Their attempts to get in touch with me failed, apparently because of an incorrectly noted phone number. As I occasionally was able to log in, the difficulties encountered there were not on their side or web site, apparently.
I was happy enough for many years with them, but not anymore. How this sits with their marvellous, award winning reviews is beyond me. I am off to another provider.

My price has doubled as my contract ended while overseas, 5 days after this change my Direct Debit was taken for the increased amount. There was no way to chat or email, only costly overseas calls while waiting in a queue.

When logging in to my account I could also not use the upgrade function, that just give the option of calling that was of no use while overseas. No option was available to cancel the contract online, again only costly call when overseas.

This is not a good service at all and very limited contact options compared to other companies.

Only just joined so cant comment on broadband just yet but have spoken to 2 woman in Sheffield call centre to change install day and confirm details. Both very polite and helpful. A breath of fresh air compared to Vodafone who I am switching away from!