PlusNet Reviews

I was on 6.48 Mb/s on ADSL then was upgraded to ADSL2+ and getting excellent speed of 13.09 Mb/s plus a bonus of 1.08 Mb/s upload speed and it always rock, solid and low ping 20ms! Very happy overall for two weeks now. They even rang me to check if everything was ok after 10 days.

My result here:
http://www.speedtest.net/result/1454909516.png

Signed up a year ago and they said I could get around 11.4-17.6mbps speeds with their up to 20mbps service. I accepted and it was installed in 24 days, quite reasonable as when I switched from BT to AOL (2 years ago) they took 3 months to install. Anyway, my speeds have always been terrible and customer support (although kind and curteous) cannot fix it. I get 3.4mbps at good times and 0.5mbps or no connection at all at bad times. I've tried 3 routers and all were crappy on Plusnet. Switching to TalkTalk soon as my mate is with them down the street and he gets very reliable connections and 14.5mbps speed (on average he reckons). Just hope it's easy to cancel! Also considering going back to AOL, they are expensive (which is why I left them) but they are reliable and get around 5.5mbps from past experiences. Well, back to the comparison sites I go.

having been stuck with slow speeds and cutoffs for years, due to distance from the exchange I was pleased to see fibre cabinets being installed locally (Horsham). I registered my interest with BT and Plusnet; only Plusnet bothered to contact me. I signed up for Value fibre (40GB) at £16.49 per month, cheaper than the equivalent BT product. The Openreach engineer turned up early on the changeover date and was helpful in ensuring router could be adjacent to the new fibre modem. Unfortunately, the connection at the cabinet couldn't be made, which they said was due to Plusnet. It subsequently transpired that the cabinet hadn't been properly fibre enabled when the fibre cables were laid. Perhaps I was the first fibre user to be connected to it. When it was eventually sorted after some chasing of Openreach by Plusnet support I was delighted to have a solid connection which was far faster than I'd ever had before. After i had undertaken several speed tests, however, I realised I was only achieving about 7.5Meg download speed. I raised a support ticket and was asked to carry out several more speed tests. Plusnet referred it back to BT who said there were no problems at their end. It turned out my line had been left capped at ADSL speeds! I was disappointed that Plusnet support hadn't thought of that, especially as there is a thread on their support forum regarding this. That said, I'm now delighted with speeds varying between 20Meg and 25Meg depending on the time of day. I've lost connection once for a couple of hours, but apparently that was a regional BT problem outside Plusnet's control. Overall I'm very pleased with the service and will put my problems down to inexperience of a new product.

OK. I've been a customer of one of Plusnet's aqcuired ISP's - Metronet - for 7 years and wanted to migrate to an ADSL2+ package. I read a lot of the not so brilliant reviews around Plusnet and frankly I was very skeptical for a few weeks. But then decided to at least give it a go (as I could always leave within a month) and migrate for free to the Plusnet Pro product. The Plusnet staff were extremely friendly over the phone and altough the migration would have taken 5-7 days I got it within two. There were a few problems with my speed upon migration, as I had powered on and off my router, which I reported to the Community forums and to my surprise the Plusnet support staff took action and resolved my problem during the weekend! I am still in my 5th day of service and I am already experiencing >14Mpbps speeds.
Overall, I am extremely pleased with the attitude and having been a customer of Metroner for so long I am sure I will continue receiving top quality service. The Pro product is brilliant and my pings have dropped below 20ms. HIGHLY RECOMMENDED.

I moved to Plusnet from my previous LLU ISP with the aim of savin money as Plusnet offers lucrative deals like 3 months free to attract new customers.
I signed up after getting a MAC from my previous supplier and was connected a few days later.

However, we had forgotten to enter the 3 month offer code when ordering, so phoned up to get that put onto the account. We were told that it had been added and was fine.

Turns out it hadn't and so had to phone them up again.

Now, a few "benchmarks" from the previous ISP for comparison:
~15.6mbps download, ~19ms ping

With Plusnet, throughout the 10 day training period, and quite a while afterwards too, the connection mysteriously dropped virtually everyday, despite achieveing weeks of solid uptime from the previous ISP.

After waiting for the 10 day training period I tested on speedtest.net and got ~12mbps and ~35ms ping. Phoning was almost no help- although the Plusnet staff are fairly pleasant, they insisted that the telephone line was at fault and assured that the line wouldn't be able to exceed about 12mbps, despite attempting to tell them about the LLU. They couldn't really explain the cause of the dropped connections either.

After a few weeks of dropped connections and slower speeds I decided to just request a MAC code and move back to the old provider- you obviously do get what you pay for.

After waiting 20 minutes on the phone and requesting a MAC we were told that we would have to wait up to 5 days. What do you know, exactly 5 days later (the maximum allowed) we received the MAC and moved off Plusnet and back to the old ISP.

Would have thought the troubles would end there, but no, it is never that easy!

Started receiving automated emails saying that next monthly payment could not be taken and to enter valid payment details or risk service suspension (I had removed the direct debit as this issue has happened before with other ISPs). So, phoned up again only to be told to phone up a non- free billing number to fix their error! Eventually managed to get through and they apologised and stopped the service.

To their credit the support staff you phone up were normally polite and efficient, however they are let down by the service as a whole which really leaves something to be desired.

hello all,

This really is a crap service poor connection, customer service and faults. Infact its all CRAP! infact dont even go there it makes me angry thinking about em. Grrrrr!

I currently pay between £70 to £90, for these crap call centre monkeys!

Do you expect usernames like “sunkmonkey” to be associated with Plusnet, well I can tell you they are. Check this out http://www.youtube.com/watch?v=_Y3RSEh3bTs titled “Plusnet Team B Karting” – there driving is as bad and slow as their services too.

Maybe all Plusnets CSC and Faults team agents / systems are all Ganger / Scunk smoking monkeys!. Well everyone is willing to take on your business and your cash!. But post services and customer service leads much to be desired.

Hope you enjoyed this read as much as I enjoyed posting this honest review of this horrendous ISP (Plusnet)

Warmest Regards
Landman!

Just to add some balance as so often only disappointed users bother to review:
I've been with Plusnet 9 months. Speed was slow (like BT previously) at first, but after talking to them they 'tweaked' stuff and it got much better. Phone them with a question, and you get a fast response by people who know what they're talking about (OK - raising an online 'ticket' is slower).
They currently do 3 months free if you sign up by March 28th here: http://www.plus.net/refer
using china1 / refer3 so that can't be bad on top of their already decent prices!

Approx. 60ukp for a month of slow unreliable broadband.
25ukp connection fee - when they did the exchange installation they cut off both the adsl and the landline due to an error. No phone for about 3 days. Compensation? Appology? Forget it.
Speed between 0.8Mb/s and 1.4Mb/s (mostly 1Mb/s or lower)
Frequent line drops requiring reset to reconnect
Another 25ukp to cancel my account.

They give customer service a BAD NAME.

Please be warned about this ISP

I know there are probably many happy customers Unfortunately NOT ME


I signed up with Plusnet in July for Value BB and Phone Package £17 it took plusnet 2 months to connect me after around a dozen calls chasing my order
On the day I was supposed to be connected for phone and bb it did not happen was told you are live but had no phone or bb then I was given a 2nd date 3 days later for connection again no service once again told 3rd time tomorrow

In the end no BB for 2 weeks cancelled BB no phone for 2 weeks
I signed up for BB with Virgin very happy installation date came broadband connected all working

Not the end of story finally got phone working after 2 BT Visits I had to twist Plusnet arm to get Bt Eng to visit
Kept Plusnet phone for 3 months left them 22nd December after all the problems and price increase

Warning about their billing and customer service

They are quick to take your money Direct Debit
But not refund

You will be charged wrong for services you do not have or use

I’m been billed wrong for three months over charged I have been promised 2 refunds as Plusnet Have agreed it’s their Mistake was told card refund issued but never received they credited my phone bill for next month instead after chasing them and complaining

Numerous phone calls but no 2nd refund yet still waiting

I not new to plusnet many years before I was with Metronet they got taken over by plusnet their service was a shambles after the takeover
Also read the forums about their South Africa Call centre and the way they got treated


I decided to give them a second chance after seeing their nice Yorkshire adverts on TV and spoke to them on phone was promised things have changed and they are a professional ISP

BIG MISTAKE
Thanks for reading for what it’s worth I would like to warn people


Just to update my situation

I have fainally received my refunds bad news they are harassing me with half adozen letters phone calls that i owe them £6.50 which i dont they will cut of my BB WHAT BB i dont have BB with tem its nearly 3 months since i left also reiceive 2 letters last week threatening me with court action and bailifs for £6.50 if i dont pay up

what discusing company and treatment of cutomers you have to laugh or you will cry

i phoned them they will finaly close my acount on 3rd March after asking them to do it so many times i should have let them take me to court and show what incompetent company they are

Like a race horse, PlusNet used to deliver an excellent performance; service used to be very good; and I recommended them numerous friends & customers.

The phrase I used to use was "Plus have the will to resolve issues"

Well.... not any more.

Tired of being on hold, tired of being cut off without even reaching the front of the faults queue. Over the last 3 months, I've lost around £900 of revenue supporting people I'd recommended move to plus, and all because of plus cock-ups.