PlusNet Reviews

Went to Plusnet because of the recommendation from Which but found them to be pretty average. Had problem with connection which they decided was a router/wifi issue. They replaced it but same problem. They told me that if I wanted a top grade router I should have gone to BT!

To be fair they are quite good at responding to queries - its just that they don't have the answers. Speed is inconsistent varying between 1 and 11 mb/s.

The average ratings for this ISP seem wildly at odds with their Which? recommendation and various awards - and with our experience, too. Things can and do go wrong, even in the best run organisations, and we fled to Plusnet after getting outrageous treatment from Talktalk when our incoming line gave up the battle with the tree across the road; but that was just the last of many poor experiences.

Plusnet could not be more different. Our first router developed a fault within a week - and was immediately replaced, without quible or proof, after a short conversation with a helpful, knowledgeable techie. Likewise, when Openreach's attempt to force fibre through our existing ducts and thier subsequent work caused persistant dropouts and noise problems, the same treatment: an immediate request to BT to switch on interleaving, on my say so.

Customer Services have been just as pleasant and helpful. We're now on our third contract term and have never paid more than the current offer rate, despite being existing customers. No complaints, no arm twisting, just sensible conversations about the competition and our irritation at subsidising conquest sales.

The product is good, too. We get a rock-steady 11.5 Mb/sec. at a full 2 KM from the exchange and line speed at all times of the day, on all traffic, for a truly unlimited ADSL 2+ deal. We don't use them, but the package comes premium extras and add-ons, too.

Needless to say, we're happy to pay a small premium for such a service - and to recommend Plusnet to anyone. Perhaps those who can't agree should ask if they have really treated their provider as they would wish to be treated themselves.

On 30.12.2012, I paid Plusnet £125.88 for 12 months advance line rental and £10.99 first month's Unlimited Broad band and Talk Anytime International 300 Plan.
I was charged again for 1 month line rental of £13.99 in my 1st bill dated 10.2.2013.I spoke to David on 15Feb and Gemma on 22Feb. Neither resolved the issue.Gemma said a supervisor will call be back on within 4 hours.No one called back for days.
I wrote a complaint to PlusNet on 26 Feb,2013. I disputed Andy Atterbury of PlusNet's 11.3.2013 reply. I wrote another complaint to PlusNet dated 15 March,2013 to complain further.I finally got a satisfactory answer from Luke Sanderson;PlusNet complaints advisor.
The plusnet service was not good. It kept on breaking up and disappearing.We had to reset the router frequently.
My 12 month plusnet contract ended on 9.1.2014. PlusNet charged me £25.38 for my last bill. I thought this was extortionate for 3 days from 10 jan to 13 jan 2014.
I was too busy to go into PlusNet website to print all my bills. On 20th Jan, I had some time so I cancelled the PlusNet Direct Debit , making sure that PlusNet does not withdraw any more money from my account.
On 21th Jan,2014, I tried to print my last bill from PlusNet website but found that my user ID had been deleted.I spoke Nick at PlusNet customer service who said that PlusNet had issued a refund of £22.48 to come back into my account by Direct Debit. I told him that the plusnet refund DD will fail because I cancelled the DD the day before. He said it will take 3 and a half weeks before I will receive my £22.48 refund by cheque.
Yesterday (21.1.2014), PlusNet sent me an e-mail to say that my DD had failed and to use their link to go back into my PlusNet account to re-establish another DD. PlusNet deleted my ID on 20Jan. so I cannot get into my plusnet account to re-establish my DD!
So, I thought, let's end this PlusNet saga by ringing Plusnet Customer services to get the cheque refund started.
I spoke to Frank of PlusNet Customer service who told me that "by law, PlusNet has to wait 5-7 working days for my bank to inform them that the DD refund had failed before PlusNet can issue the refund."
I said to Frank, "your company Plusnet sent me an e-mail yesterday to say that my DD had failed. I am telling you that I deleted the PlusNet DD on 20.1.2014. What more evidence do you need that the £22.48 DD refund will not be returned into my bank account? ." I also said, " Do you know why I left your company? You should have calculated the correct final bill amount of £2.90(£25.38-£22.48)in the first place and only take £2.90 from my bank account. Now, you are hanging on to money that does not belong to you, making me complain about your company after I have left your company!"
I rang up PlusNet Technical dept. when I had problems with other routers crowding my plusnet signal out and I they were not much good at helping me. I ended up looking up on the internet about how to solve my problem. For the BB signal disappearing, I just switched my router off and then on. I had no faith in PlusNet technical dept.'s ability by then.
By the way , you can only give feedback and complaints to PlusNet on their website if you have a PlusNet ID. PlusNet deleted my ID on 20.1.2014 so I cannot give feedback nor complain.

Apalling. I have been with plusnet for a couple of years, my mother a lot longer. I cannot believe the cynical way they have used their reputation to attract new custom while making no effort to deliver on the promises they make in their add campaign. Dishonest in the extreme, puts a them at the bottom of the telecoms list in my view. Add to that poor speeds, failure to listen, poor call centre operatives, u name it they fail to deliver. If you are unhappy with another provider, please please believe me, no mater how bad you think your current one is plusnet will be worse, and you'll feel ripped off into the bargain.

Took my money and did nothing
After 4 weeks
Long wait for call center
Days to reply to emails
Different reasons given
Appears like a pack of lies
Kepp well away

I have returned to PlusNet from BT having used them some years ago. Their adverts major on customer care. My experience makes that a completely unjustified claim as the customer service I have received has been very poor. I have anytime phone and unlimited broadband. They have failed to deliver every service element correctly and although their customer service people strain to be helpful they continue to screw up at every opportunity. I left BT because of their unbelievably (truly unbelievable) poor customer service. Sadly PlusNet have an uncanny resemblance to BT in some respects which is worrying as they are owned by BT. In practical terms this means that if you raise a problem with them you cannot depend on them to resolve it any time soon. Of-course, first you have to get through and waiting times are currently 30 mins!!
My list of problems - long and incomplete changeover from BT, poor communications, continuing incorrect billing, hopeless call centre access. I would not recommend PlusNet to anyone.

I can't stress how much this company should be avoided. I switched to PlusNet as my existing supplier had been taken over and I was paying £15 a month for just the broadband. Why not switch to a supplier that gets awards for customer service and charges on £4.99 a month?

Since moving across, the speed of the service has dropped from 8M to around 2M on average, and often stops altogether. When you ring up customer service, you cannot get through as the lines are engaged. When you do get through, they say that the connection is there. Running speed tests show that the service is often at 2M, and sometimes down to 0.7M.

So they made an adjustment - and cut off the service for a whole week. Despite me point out that the fault was at their end, they insisted on calling out BT (who were very efficient and able to tell them that it was at their end).

Their billing department is no better. They keep overcharging me on the direct debit. And of course I can never get through on the customer support line.

Overall, this company is a shambles. I still have a few months to run on the contract, but in the meantime I have had to install another service on a second phone line.

A long standing customer of Plusnet, I withdrew from their services earlier this year after lots of mucking around from them.

Some years ago they had a very nice approach to customer service, good prices, good product delivery. I cannot say the same now. In fact I go out of my way to warn friends and colleagues against using them.

After the takeover, I saw a gradual change most apparent in the standard of customer service. Something big must have changed in the company ethos, value system, possibly training too.

Its unfortunate for those few good people still working within Plusnet, possibly who have worked there from the beginning, but I advise everyone to stay away from what has become quite a different company. Dealing with problems would be down to the luck of the draw, as I said, some people would be very helpful and pleasant. Others just downright rude, and always trying to change you to another product to lock you in for another 12 or 18months. Thats bad news. And so I said goodbyeeee.

There were some nasty wee charges for me at the end too. Lovely!

I have been a PlusNet customer for a decade, and have generally been happy with them. However, there have been niggles in the past couple of years that hinted that their service wasn't what it used to be.

Most recently, we signed up (at my discretion) for a home account for one of my employees, who works from home. We needed a new line because our employee is on the Sky satellite/phone/broadband deal and didn't want to give it up (we couldn't use that connection because Sky make VPNs so difficult).

BT sent a jobsworth who refused to complete the task of installing the phoneline. It took several more weeks to get the line put in. But worse than that, PlusNet have repeatedly failed to make the internet connection live since then. The order keeps getting recorded internally as cancelled. BT and PlusNet blame each other. As BT own PlusNet, that's not the best excuse. It appears to be a simple lack of competence at BT and lack of willpower or authority at PlusNet.

BT have the reverse Midas touch. Anything good they touch turns to dust. It looks like it has taken a bit of time for their ownership of PlusNet to have the usual effect, but it is now really starting to bite. I would assume that it will be all downhill from here for PlusNet, and would therefore strongly discourage people from signing up with PlusNet on the strength of their historical reputation. Their future is behind them.

I have been with Plusnet for nearly a year now, and can't wait to change provider.
Latency has been the biggest part of my problem with traffic shaping, having raised tickets throughout the year and them telling me nothing is wrong with my line, i gave them a call to terminate my contract and inform them of my intention to go with someone else.
They offered me a deal with unlimited broadband as i am on a 60 gig allowance which i have never exceeded, and use just over half, but the biggest comment that made me really angry was they said they would remove the traffic shaping.
This has been the biggest bug bear i have had and after telling me nothing is wrong all year, they want to remove something that has never been mentioned, well no need to mention i wont be giving them a good review.
Definitely one not to be trusted, if you are a gamer as i am, then forget them.