PlusNet Reviews

I have now had Plusnet FTTC for over four years and as I am only about a mile from the exchange I get top speeds, and very pleasant experience it has been. I did have three disconnections in the first two years which each lasted less than ¼ hour but since then it has been rock solid. Reading others posts I understand that Plusnets customer support is not spot on, but as I have never needed it that has never bothered me.
As far as I am concerned it is reliable, fast and cheap, what more could I want?

I also got their mobile plan a few weeks back again with no problems.

As a respected and major property business Director my credit score has always been excellent with no exceptions. I was invited to try the Experian Credit Report and was horrified to note my credit score was actually 'Very Poor' !! This was due a catastrophic error made by PLUSNET which states I owe £595.00 for some mystery plusnet mobile account.

I have NEVER had a plusnet account of any kind or had any contact with Plusnet however they appear to have randomly added something to their records which potentially could have a major impact on me and our business reputation.

Calling plusnet customer services was just a joy ! - 'Chloe' who eventually took my call and despite explaining the reason for my call asked for my ''account number/details' !! - explaining again I have NEVER had an account with plusnet therefore I have NO account details she abruptly advised she could no longer help as I had failed the security checks and hung up.

Clearly customer services isn't something plusnet have invested in which could explain why their adverts state they are the 'cheapest', it really all makes sense now !

I have gone back to Experian who will write to Plusnet but advise it could be at least 28 days before any response is received so in the interim it is unwise for me to apply for any kind of new credit facilities as these will be declined due to a 'very poor' credit score caused by plusnet's incompetence !!.

I have also written to plusnet and to the CEO Andy Baker however from reading other customer reviews it appears Mr Baker is also unconcerned with customer issues.


10/01/17
After raising the above issue with Plusnet at the highest level, ownership was taken (Sarah) to a successful resolution with my credit score returned to its 'excellent' status.

I strongly believe feedback is crucial for any business (good & bad) so on this basis, I would like to thank Sarah and he colleagues for their assistance and professionalism in seeing this through to a speedy conclusion.

Based upon my experience with Plusnet which started out on a difficult footing I am happy to change my opinion and Rating.

My woes started when I got nest cams and realised my dsl speeds with Plusnet were about 2mbp down and up 0.12 (yes 0.12) my line is rated at 15 down and 2 up we live in an urban area. It took about 45 minutes in a phone queue to talk to someone, they made some changes to the line with very little improvement. This was repeated over 2 month and on three occasions. Now I get about 2 down and 0.2 up and have lost the will to live. So Andrew and Arnold here I come, lets hope it gets better

After many frustrating phone calls and a lack of communications in charges for engineers for faulty broadband and a rude lady in technical management I spoke to Robert Trueman who proved plusnet did have staff with excellent customer service skills. Thank you Robert for being able to help and clarify issues where other where rude.

Been with them for years in two properties.
on the whole very happy BUT they, similar to Sky, are not interested in loyalty.
New customers get offered better deals which is frankly scandalous.

Arguably,the central theme of PlusNet's public image comes down to honesty simplicity openness, fairness & integrity. 'Small enough to care; Big enough to cope')

It has to be said that, as with most IT based business' - indeed, any business today - you only discover the actual business practices or policies in place when issues arise & I have to say, my experience with this ISP - PlusNet - over a period of one year was the complete opposite to all the above.

Firstly, throughout the contract period, in every single case, when trying to make contact by telephone, I have waited as much as 1 hour 15 minutes - and never less than 45 minutes - to speak to a 'customer services' human voice. (That gives the lie to the 'service' proclamation)

Secondly, when advised of our intention to 'migrate', their sales staff categorically stated that, should we re-sign for another period, we would enjoy 'free broadband' - ONLY TO DISCOVER BY COMPLETE CHANCE THAT A CHARGE OF £9.99 HAD BEEN INCLUDED IN OUR PROJECTED MONTHLY BILL.(thus giving the lie to every one of the above)

Thirdly, on the basis of this false prospectus - that is of 'free broadband' - PlusNet demanded a 'goodwill' payment by debit card of £26.00. However, when informed of this blatant breach of the T.D.C, PlusNet resolutely refused to repay the £26.00. Several times.

Only when threatened by a County Court summons did they finally agree to repay the sum.

There are other instances - just as clear-cut - but I won't go into the detail.

I wouldn't know where to begin. The worst customer support services in the world. Switching over to plusnet is a pain. Engineers they send out have a faint idea of what they are doing. It has taken at least a week to complete the installation on one account. It has taken even longer on 2 other accounts.

You sign up for the 80mg speed. They put you on 20mg and pretend they didn't know. I had to call them twice about it over the last year.

After all, they are using BT. Seems they switch you back to lower speeds hoping to save money.

Parting with Plusnet, after your contact is finished is even more painful. Try turning off direct debit in order to make the final payment manually - you will be bombarded by sms messages and emails that you have an outstanding payment. Yet, if you wanted to login your control panel to see the breakdown of the invoice you end up with page insisting on your payment, not allowing you to see the actual invoice.

I could go on... in short this is the worst ISP or just an organisation to deal with.

We have had issues with our broadband for weeks, sometimes we get no internet for days. Plusnet say there are no issues, but I am positive they are lying. Rather than be honest and say there is work in progress, or their service to connect you is slow, despite you apparently having a good speed. They allow you to think it is a problem your end. We have not been able to Christmas shop online, this has cost us dearly. We can't access mail, this is horribly inconvenient. It has cost us a lot of time trying to trouble shoot for the sake of proving it is not our end. And they don't give a damn! They are incapable of being honest. What they are good at is passing blame, leaving pointless, misleading but polite comments in response to peoples reviews on Trustpilot, I feel in an attempt to make themselves look reasonable. Well they are letting everyone down and they know it, they are greedy as hell!
Their motto is 'we'll do you proud' I say they should change it to 'WE WILL DO YOU BIG TIME' basically leave you paying for an abysmal service.
They duped us in to signing up to a three year contract before all this started, we were offered a deal we wondered might be too good to be true.
Here's the funniest bit, our neighbour just signed up to them and is having trouble, and what do you think Plusnet told them? You guessed it...nothing wrong our end, must be your set up...blah blah blah The man is an IT expert, so how is his set up wrong? It wasn't wrong with his previous provider, but now mysteriously there is an issue his end, nothing to do with Plusnet...perhaps Plusnet can't be bothered to fix their issues at all, let alone even diagnose them. They are just wrong in the way they are treating people.
I don't think they can cope with the number of people signed up to them now. They have halved the speed we once had, and yet they did not disclose this when selling it to us from their call centre!
I am writing to Watchdog about this company, I would urge others too do so as well. They will not change one bit until they are shamed for the way they miss-sell, and treat their customers.
There are plenty of negative feedback reviews about them online, but this does not shame them in to providing a better service. They need to be on TV for the masses to see them for what they are...a let down.

I switched from plusnet to AAISP when our cabinet was upgraded to fibre mostly because of the poor customer service fro plusnet. BT have ruined this company since taking it over who have a convoluted customer service process that passes you from one long queue to another only to find that yet another visit from Openreach needs to be book to find exactly the same reoccurring problem with no escallation to someone who can authorise a fix! My heart sank each time my router dropped the ADSL line as I knew I'd have to endure 2 hours with the phone to my ear listening to the entire repeater of music on hold, security checks and ineffectual, impotent customer service call handlers.

With AAISP, you get through to someone within a few rings who can call across the office to an engineer to help AND they take ownership of the problem calling you back with progress reports. That's the way is should be!

I have been with Plusnet for a year and a half and I am now changing to a&a. I am very unhappy with plusnet as a broadband provider:

1) Broadband service at home was very poor. The wifi was unreliable, it kept cutting off. I live in the middle of Bristol and previous broadband providers had been fine.

2) Customer service. This is the main reason why I am leaving plusnet. The customer service has been appalling in my experience. Their chat is often unavailable, their phone services are only for those prepared to stand a long wait. When you finally get to speak to somebody, you wonder why you waited all that time, as they are often unhelpful or unable to sort the problem (my broadband was unrealiable for 6 whole months!).

3) Billing. I have had trouble with their billing system, I keep calling them (and after waiting what seemed like a long time on the phone) they say they will sort it, but they never do. I am on the 10th call about an erroneous charge, let's say I am a little frustrated about this.

I don't normally post reviews for services, but this is possibly the worse broadband company I have ever had the misfortune to deal with. I would not recommend them.