PlusNet Reviews

TL;DR - inexpensive, but still poor value. Look elsewhere.

I have been a plusnet customer for 8 years.

One of my few interactions with them was a house move. When ordering the house move I was given an extremely "hard sell" on a new 12 month contract. After I was forced to say "please stop bringing up a new contract: I just want to move my current plan, with no changes and no new contract" he backed off for about 1 minute, before starting to push it again. It is crazy to call up a service provider to let them know you are moving house and not be allowed to without turning down the same pitch 5 times.

When they finally accepted my instructions for a house move, I had to pay £65 for it (which no other utility or service provider charged). Having been a customer for 8 years, then them moving house every few years is something you'd expect to accommodate, but it is not their view.

Despite having the house move instructions in writing 2 weeks before the necessary date, and the BT SIM code needed for a simultaneous move, it was not done. On the Friday of the move, I got a message saying it had not been processed, and they would "check it again" on the Monday. After the weekend without service, I lodged an update to the online "help assistant" ticket for the move, asking what the issue was. When there was still no response, and no service, after 24 hours, I contacted them again to point out I had been without service for 5 days. When there was still no response, I contacted the home moves team by phone. They were pleasant, but not able to explain why the move was not completed as ordered.

It is now the sixth day without service, with still no update or explanation. Apart from the automated message to say the move had not been processed, there has been zero contact from them. Calling them has resulted in nothing more than "we cannot help you, we do not guarantee than simultaneous moves will be successful". So no explanation and no remedy (and no internet).

So the good is: plusnet generally provides adequate, if unexceptional, broadband. I've not had any specific issues with speed, dropped connections or anything similar. But I'm not a gamer, have never checked the speeds and am happy with a pretty undemanding plan.

But every interaction I have had with them has been poor, and their leaving me stranded without a connection for 8 days, after having me do all the legwork to arrange a simultaneous move, and total unwillingness to rectify the situation, is a major issue and I think symptomatic of their general attitude to susbcribers: get them in a contract and then don't worry about them.

Avoid signing a contract with Plusnet.

I have been with them since they took over Metronet. I have found them almost as good. I miss the personal touch of the small company.

I'd been with Demon Internet for 18 years, and stuck with them through good times and bad (mostly bad) due to misplaced loyalty to the brand. My patience finally snapped after being essentially lied to repeatedly about their plans for a FTTC offering.

After so long with what was a fairly reliable - if crap - service, I was nervous about making the switch. However, one month after moving to PlusNet's "unlimited" FTTC service I wish I'd made the jump sooner.

Although my line was rated for only(!) 54Mbps, I'm getting 76Mbps downstream. The customer website has a ton of information about everything from my line speed and usage to the average waiting time on their support line. They have active forums with real PlusNet staff answering questions, and couldn't have been more helpful on the few occasions I've had to call them.

They could be slightly faster at answering the phone, and it does take them a couple of days to answer emails, but after coming from an ISP who took WEEKS to respond, this isn't an issue.

All of this and for less per month than I was paying for Demon's ADSL service.

I can recommend PlusNet without hesitation.

Hi there,

I'm going to keep this short and sweet. If you're thinking of going with plus net... change your mind. They are awful. I thought Talk talk were bad, but plus net is another story. Speeds 1/4 of what they promised, failed delivery times. Tricked costs and installation times. Waiting weeks for someone to come and repair a fault on their end. Fault after fault after fault.

Best of all is the stability of this crap... I get disconnected perhaps hourly and it takes quite a while to reconnect. As a gamer this constantly throws me out of games and makes online gaming a joke... They say it's my 'line' and give you a long spiel of crap about what you can do to test it... How can it be the line when the last tenants in this house had flawless internet speeds from sky?

These guys are running a serious joke. I have never wanted to complain about a company so much in my life and have made an account on this website to try and save the pain I have been through to some of you.

Ignore the bull. Their tagline is the biggest lie of all. This internet is NOT honest.

... I feel a littler better now.

I had PlusNet Phone and broadband activated on my daughter's line at the beginning of the month. Couldn't be more pleased with the way it went. Sign up was very easy and straight forward, I was advised of activation date and ordered their router.

Everything went perfectly, I received no less than 15 emails and text messages confirming each progressive step along the way. Router arrived on time and was easy for her to set up.

Had an email saying the phone was now working, checked and it was indeed working. Had an email the next day saying the internet was connected, checked and it was.

The only issue at all (if I were being picky)was the "auto Broadband connection wizard" failed to work, no big surprise there (should have just done it manually). A quick call to Tech support had it sorted in no time though.

Customer services appear friendly, efficient and professional, can't fault them. The line is very stable even though it's still in the first 10 days. The router reports that the Line was synced at 19mb initially and is now reporting 21mb, not sure how that works when it's supposed to be "up to 16mb"? I knew it would be good as she lives very close to the exchange, with an attenuation of 11db, Not that I'm complaining you understand!

All round a thoroughly pleasant experience. Thank you PlusNet.

If anything changes I will of course update this review, but as of now, 10/10.

after reading reviews on this site I was in two minds weather to go with plusnet or not the price attracted me but the later reviews were putting me off. this is why I thought I must type a short overview of what ive seen from there service.
the install went to plan BT arrived on the correct day and installed my BT front plate and connected me at the BT cabinet.
I had one slight issue at this time as plusnet had not setup my account up so I was unable to use the internet I phone support the phone was answered very quickly the guy put me hold for a couple of minutes while he done what he needed to do and with in seconds of being put on hold my modem connected to the exchange and all was working fine.
ive had no problems since.
the speed I was quoted was very slightly slower than the speed im actually getting.
service I got was the 76mb unlimited fibre.

the few calls I have made to plusnet have been answered quickly and professionally and i am very happy with the service up to now.
I have only been with plusnet for a couple of months but from what I can see it just does what it says on the tin.

Can Plusnet afford to p*ss off its loyal customers? I have 2 accounts and have recommended more. When I first joined (only a year ago) I got a quick response on the phone from people who knew what they were talking about. They set the service bar high - now they're limbo-ing under it!

Now I've just spent 2 hours on the phone over 3 days trying to get a basic problem sorted. I've never met such a bunch of smart*ss (un)trained monkeys on "Customer Service" in my life - and believe me I should know. I've set up call centres for some of Europe's biggest mobile operators. These guys are blaggers. Their whole aim in life is to get you off the phone as quickly as possible - after you've queued 20 minutes to get through. They don't understand the technology, they don't listen to their customers and they're sending their own support staff on wild goose chases! They make British Gas look helpful and efficient!

Come on Plusnet, I know you need to front your valuable technical guys with call-takers but at least get some decent ones and train them properly. I'm more than happy to give you free consultancy on this if it improves the service for the customers (as long as you let me sack a few that are patently not up to the job!).

I never thought I'd say this, but I'm seriously considering moving my 2 accounts to BT; at least I don't have any high expectation of their service.... I expect cr*p service from them - but not from you!

Wondered if you might be interested in my experience of Plusnet……

What do you think of this service or lack of it.... Booked and paid for a switch to Plusnet …..2 August placed order – soonest install would be “21 August because our engineers are dealing with so many problems that the service would be disrupted if we scheduled you in any sooner”- did not fill me with confidence right from the start! 21 August - wait in all day, call at 1230hrs - will be with you in 30.... 90mins passes.... call him... been diverted to another job - another engineer on the way.... 1700hrs - call office (22 min on hold) - have to allow till 1800 - call us at 1815 and we will update you.... 1830 - call Office (16 mins on hold).... got cut off mid call.... I phone back (9 mins on hold)..... Engineer not coming today.... will re-book for 10 days’ time!!! No way.... ok they will call me tomorrow with new time/date.
22 August - call at 1130hrs... can do install tomorrow, make sure your in because he will be definitely there between 1200hrs and 1800hrs....... 23 August.... call at 1130 hrs. - engineer will not be coming as they failed to book it into their systems! How about 27 August....

I signed up with Plusnet when I moved into my house in February. I knew the connection was going to be slow, speed estimates put it at around 2.5Mbit/s. What I hadn't anticipated were the constant drop outs and intermittent high ping times.

I have placed numerous support calls with Plusnet and usually get the standard responses like it's probably my wireless (even though I'm wired) or they've tested everything and found it to be fine. The only thing they have done in four months is get BT to switch off interleaving to help with the ping times (it hasn't, they still go up to 1500 millisecs at times).

I signed up for 12 months, so I'm stuck for a while, but I definitely won't be staying with them after that.

I took a monthly contract where I need to pay around £55 including 1st month charge. Till 2 months, there was no service provided. I wanted to cancel my account. They asked for £23 pounds again. Remember, there was no service provided. I dont want to pay this amount as it is clear that these guys are bugging money without providing any service. There was a dispute for 2 weeks. At last, they closed my account saying that I dont need to pay anymore. But again, after 1 month, I received a letter saying that I need to pay £23 or else will be sent to debt recovery. It is getting horrible. Dont go with this money bugging guys.
Also, hate their customer service which will take atleast 30 minutes to get connected. Horrible.