PlusNet Reviews

I'd been with Plusnet for 15 years and have recently migrated to AAISP.

When Plusnet works it is fine but the support has been steadily declining, particularly in the last year or so. I depend a great deal on my broadband connection and I had no confidence that if I had an issue it would be dealt with promptly, efficiently and competently. I've posted comprehensive feedback on their community forums:

https://community.plus.net/t5/Plusnet-Feedback/Why-I-have-left-Plusnet/td-p/1389353

Always been a bit of a problem with ADSL that when something goes wrong which is outside of the norm or (script) then support struggle, Plusnet used to escalate these issues to the more technically proficient staff to handle as often the issues are at the customers end or need a BT engineer visit, I guess as they've grown though these folks are overwhelmed or no longer have enough with the required experience.

Unfortunately my most recent experience is weeks of waiting, testing and providing information and still no help, replies saying everything is fine without reading the actual issue raised appears to be the norm and promises of a response fail to deliver.

Disappointing that it appears I'll have to move to another provider to get help or wait for the fibre rollout to naturally fix any exchange problems.

Plusnet offers "unlimited" email. Unlimited means 1GB max. If you go over this limit they will take ALL of your email and archive it so you can no longer access it.

When you ask for it back it takes well over 24 hours leaving you and your business blind.

There is absolutely no way to buy additional storage even though if you bought 2 accounts you would have 2GBs thereby using the same amount of space. You cannot though just buy more storage for the same account.

The webmail client and the email setup are archaic - looks like 1996 not 2016.

In order to work out if you are over your limit you are forced to go into each individual mail box using an archaic system and manually add up the storage.

Don't go near this outfit if you value your business. Amateur at best

We signed up to Plusnet after data leak fiasco at Talktalk last year. Migration went smoothly but then trouble started with slow service. Speeds were bottle-necked to a point where it was even difficult to browse webpages and check emails. Speeds ranging from as low as 0.29mbps for unlimited data use. Easy to see why its offered unlimited since there's never going to be enough speed for you to browse. Several complaints were raised with support help desk and on social media but speeds just did not improve.

We live within M25 (London) and just over a mile from exchange. We have now decided to sign up to another service provider on the basis of poor service but plusnet insist on charging ridiculous cessation and cancellation charges. We have advised Plusnet to waive these charges. If they insist then we may need to raise the complaint with ombudsman service.

Def recommend other customers shopping for broadband completely avoid Plusnet

I'm on Fibre 80/20 and I used to get roughly that with BT.
My plusnet connection can provide the same during the day. There is definitely some contention at night 6pm-11pm. Speedtest shows 50/12

The live chat service works pretty well although I've had some longish waits.

The switch over process is not painless, but all was done in 1 day.

Price is not bad, speed is acceptable and service is ok.

I found it's hard to find an ISP that provides fibre for a decent price and good speed using BT network, so I'm happy with Plusnet for now...

There would have been a time when I’d have recommended Plusnet but alas no more. They at one time would answer the phone promptly, they would at one time deal quickly with technical problems and they would at one time act competently not now. Not less than 40 minutes in my recent contacts, call drops on answer sometimes (a bit suspicious), one day it was 2 hours to get through. Once you’re through although the operatives are polite they are unable to resolve issues. If you have Plusnet and it’s working then fine, any problem and a whole world of pain just opened up.

Moving over was very difficult. I spent several weeks without internet when I first signed up. Plusnet kept me updated by emial, which I obviously couldn't read due to not having internet.

I finally got connected and while the speeds were slow the service was cheap so things were ok. There were a lot of dropouts and they blamed this on the router being switched off at night which apparently destabelises the whole line.

Then I had to move house. It took a whole month to get a new phone line installed. The engineers repeatedly failed to turn up or brought the wrong tools even though Plusnet had promised to inform them of the equipment they would need. To get connected I bypassed Plusnet and booked the appointment directly with the previous engineer. Plusnet promised to refund that months payment but never did.

Over the course of the contract I have had numerous problems with dropouts and no connection.

According to the tech support this was because I was using a router that was known to be "tempremental". Unfortunatly it was the one they charged me £50 for when I signed up.

I currently have a speed of 873Kb and regular interuptions with my service. I have spent 2 days waiting for an engineer that Plusnet have failed to book. The fault has been open for a month and now they are ignoring me.

I have never been in the queue for less than 20 min when I call them. The customer portal is awful to actually find any help. It doesn't even list how much longer you have on your contract.

Every issue has been raised with Plusnet when I occured. Their call centre staff are usually helpful and polite but can't actually fix anything.

I've been with Plusnet since I first had an ADSL connection in 2005.

I've usually been pleased enough with their service although there have been some bumps along the way:

1. Since I moved to a FTTC connection (80/20Mb) the line has been steady at 73/18Mb which is fine as I'm about 200m from the cabinet. However, when the line developed a problem PN limited the connection to 30Mb. Once it was fixed they didn't raise it again, until a few weeks later when, having raised another ticket I had a visit from a BT Openreach engineer. After two hours of connection checking and head-scratching he rang PN to discover the problem and they lifted the limit. What a waste of everyone's time!

2. More recently I noticed that the download speed had not exceeded 20Mb for a week or three. It seems another limit was in place, for no good reason, and a quick chat on the support page and they had lifted the limit again.

The conclusion: They're good on price and you don't had to tear your hair out talking to support (such as with BT where I have different experience). However, you have to watch them and use a speed checker regularly to make sure that they stay honest!

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.?

Plus Net are the worst!

First of all they tricked me into switching by promising Fiber, but gave me ADSL with a lame excuse blaming OpenReach not being ready. I explicitly said I would only switch to them if they had fiber and they guaranteed they did.

Second, I was without internet for almost 2 weeks until their service started.

Third, I'm often seeing 1, 2 megabits speeds and the connection drops often. I was promised 15. And I know my megabits from my megabytes, I work in IT. Their connection is totally awful.

Finally, after more than a year, I'm switching to a new provider, and they refused the initial cancellation request with a lame excuse that they thought I wanted to stay because of a change I made in my account online, or something along those lines. I had to restart the process.

Omg PlusNet, if I had more time on my hands I would talk to layer and sue for such a terrible treatment.