PlusNet Reviews

So I got involved with a small start-up company, who thought Plus was a good idea and signed up in April 2009.
When I started working with them in November, broadband would only work for about two hours a day, with speeds of about 2Mbit down and 125kbit up.
That's on a line with 15db downstream attenuation on a Netgear D834G v3!
So I filed the first "ticket", and alas, our IP profile went from 3200 to 6500 in day.
BUT that's when latency issues started with Speedtest reporting values of around 350ms. Not great for VOIP.
So I raised another ticket, and after about three weeks, we suddenly had 25ms without interleaving. Marvelous. Or so I thought.
What happened then, is that basically every three weeks or so, they would move us onto a different "gateway" (despite static IP), and interleaving would be turned back on, latency shoot up to about 300ms again.
So from February till June, I've managed to raise 6 tickets just to complain about that.
Now, we've had speeds of about 300kbit/s downstream for about three weeks, and Plus does not seem able to do anything about it.
Finally today, after nearly 1.5 hours of telephone conversation, Plus allowed us to cancel the service and said they will provide a MAC within four days.
Once that MAC arrives, it's time to get the champagne bottle out!

Plus has got some good points:

- free static IP
- good price
- both online and phone support
- online post code finder (assuming you can get online)
- unlimited plan (back in the days of our contract)

bad points (besides the rotten DSL service);

- lousy customer support (never get the same person twice - always has to "refer" the issue to somebody more qualified)
- no online access to line details
- unsecure email
- no online storage

hope this helps!

1. First off there was a delay in getting by line sorted - fair enough everyone has problems. 2.Then I wasn't contacted for ages about any appointments despite giving them options 3. The engineer couldn't complete and needed an extra appointment - that was missed (by the engineer) and then another made which customer services insisted was the afternoon but which the broadband provisioning dept said was the morning. 4. The line eventually went in (7th June) but the old providers said they had a different date to plusnet as to when they were going to hand the number over. Right so that took 6 weeks and now I had no broadband...having given my old provider notice. ( I did plan an overlap time - i.e. waited 2 weeks before giving notice so I wasn't without broadband but that wasn't enough) 5. I know knew I had to wait 2 weeks until I got broadband and went away. I came back on 27th June set up my new router got and adsl light and went ahead - my broadband connection lasted a day. I phone plusnet they said my broadband wasn't on yet I must have connected to someone else .I'm an IT professional I know where I'm connected but anything for a quiet life .. they said they'd switch it on. 7. Another call - it still didn't work. The engineer said 'oh dear looking at the log - it's been connecting and dropping since 27th. 8.He raised a ticket I did all the checks 9. BT did the checks 10. Guess what - the problem must be mine they say. - so I've replaced the router and plusnet are threatening that if they come out and there is a hardware problem there will be a £140 charge. I think there's a small step to 'no problem on our line' becoming 'it must be your hardware'. I reckon I'll just have to cancel and go back to Virgin or on to BT - so that my line and service come from one place. A pity really they sounded like a good deal.........

I switch to PlusNet about 2 months ago and everything was OK for a while but then I started getting really bad download speeds (< 20kbs) and frequent disconnections (about 20 a day)

3 weeks, 4 engineer vists and a LOT of phone calls later I am still in the same position.

As I don't have a useable connection and PlusNet can't give me any timescale as to when they think it's going to be fixed I decided to cancel my service.

They are trying to charge me £40 to leave the contract early even though they have provided me with a service for 3 weeks and can't tell me when service will be resumed.

A couple of weeks ago I informed plusnet that my mum had passed away and asked them to give me a few days to get

things sorted out on her plusnet account. They have done nothing but harassed me... phone calls, emails, letters -

all over a £20 payment.
Today they phoned up asking to speak to my mum? I told them again that she had passed away and asked for a manager

to call me. I was not happy. They sent a further email today:

email :
“Dear Mrs X
We emailed you recently to let you know that payment for your account was due on 11/05/2010.
Because this payment has not yet been made, an administration fee of £5.76 will be charged on your next

subscription payment.
Also, any non-emergency calls you make will now be transferred through to Customer Services, who will be able to

help you.
Your incoming calls will not be affected.”


I have now emailed them asking for the customer service director to give me a call.
They are behaving like a bunch of mindless, heartless, disrespectful morons...

I've been a customer of Plusnet's since 1998, back when they were a technically astute ISP with some concept of customer service.

I originally started to write a short essay in here listing the multitude of issues I experienced with their 'service', but re-living it just makes me more angry so I'll take the twitter approach:

backend capacity oversold; throttling so heavy: 7Mb > 128Kb; useless from 4-12; DNS even worse! cancellation a nightmare; RIP +Net-of-old.

My previous ISP was titan adsl (entanet), it was good from the beginning, but in the end it became a hall, so I decided to move somewhere else but entanet. Now it is my second day with PLUSNET, the first impression is good, connection was done in 5 days, I am happy with their speed, the lady from customer support was good, but not very bright. It is good so far, better then Titan anyway.

Started well, but.....

Went swiftly downhill. Sucked in by the low price & above average customer service it sure was a welcomed changed from the living hell of dealing with Orange. As a handy note NEVER ever use Orange for broadband.
All went well with m.a.f for about 6 months then errors started happening with monthly invoices & my speed dropped to almost nothing. Getting in touch is not the hard part, getting an intelligent response is. They do try & do have knowledgeable persons within their ranks but until you get contact with one of these well informed folk the customer service can be VERY frustrating (a bit hit & miss).

I eventually forgave them only for m.a.f to slip up again early this year throwing credit charges left right & centre when i had not used a credit card to pay.
Over time i am realizing that there support is getting poorer & poorer & there charges for extra bandwidth are more than double most other ISP's @ £2 per GB.

As a heavy user 5GB per month was never gona be enough for my house hold & you can definitely get better value else where.
Overall m.a.f are far better than the dreaded Orange & if your only a light-med user you could do a lot worse.
But for medium - heavy use (gamers included) I cannot recommend them as they do not represent good value for me (anyways).

After suffering PlusNets joke of a service for too long I decided to migrate. Broadband at the weekend was not usable until about ten pm. Constant disconnections. Never answer the phone or reply to emails. Eventually managed to contact cancellation team and requested a MAC code and informed them I wished to leave. Code was given reluctantly and after much pressure to stay. I settled outstanding bills with Plus and joined Fast net (superb). End of Month found Plusnet had billed me again. Two days to contact customer services. Sorry about that but we now need to leave your account open otherwise we cannot reimburse you, we close it after your refund. And it goes on, month after month.Each month they bill me again. Have now contacted Ofcom and instructed bank to stop DD payments, problem is, Plusnet also have my debit card details and they just dont give up. The latest now is an email from them stating that as I wish to leave I must contact the cancellation team to discuss this with them. Surely this is all illegal. Its making me feel ill.

I'm leaving Metronet which is now part of Plusnet. I joined them in March 2004. Metronet were the first under £11/month broadband provider. I never had any problem with them and didn't notice any degadation in customer service as I never had to call them. The line speed was always steady (not great though at 3.2 Mb/s and 1.1 miles from exchange).
I'm leaving to join Surfanytime's up to 24 Mb/s ADSL2+ service. PN/Metronet (BTW Metronet still exist for existing customers) made me quite a good counter offer. What tipped the balance was that their customer service seemed somewhat screwed up during the coumter offer negotiations (not room here to go into details but I also noticed that many customers on their forum were also having big problems) and their service is heavily throttled for such as p2p, etc at certain times of the day.
My summary would be - customer service probably patchy. Join them if you like to take a chance - maybe you’ll be OK as I note some on this review page are.

I joined this ISP in late October, expecting slow speeds and rubbish customer services. That wasnt true. I got no contract option just in case i wanted to leave, but i dont. On the Plusnet avalibilty page it said Exchange: (NAME)-Speed 4MBps. That was true. The speed doesnt drop lower than about 3mbps, fastest ive had is 4.22 mbps(Speedtest.net TEST). Fantasic ISP. Dont take all the neg reviews for what they are. In a nutshell, a fantastic isp...compared to orange, o2 and bt, that were rubbish, connect up without a contract to find out