PlusNet Reviews

Appalled with servive so far. Have had no internet since Christmas eve and now the 3rd of Jan. First they said it was definitely an external fault . Estimate four days for an engineer to come out. Nearly a week later they decide the problem is that the router they provided is faulty. Estimate couple of days for delivery of a new one. Several days pass and no sign of the replacement. No internet for over a week, preventing me from getting work done, missed skyping overseas family on Christmas day, use laptop for TV so no TV either. Extremely annoyed and doesn't feel like plusnet feels any sense of urgency to resolve the situation. Would not recommend Plusnet.

I signed up with Plusnet for FTTC 80/20 back in Easter of 2013(have used them on and off since the days of dial-up) and have only recently migrated out. During my time with them I have experienced practically zero problems. The service has been reliable, the speeds have been good, and their UK support have been helpful - and of course they are good value for money.

Can`t even fix a fault with their own equipment.
i have had to take many days off work, and still the fault with thier equpment is not fixed. they continue to take money for a service they are not providing, and as i have lost so much money sitting at home waiting for an engineer to visit if they actually turn up, they claim they have a photograph of my front door to proove they visited, this is contrary to 6 hrs of cctv footage. i may be forced to take them to court, as apparently a payment for a service that they can`t provide is non refundable.

After the 3rd and final BT visit my connection speed is less than when i started to complain about it dropping out. and plusnet`s responce is its fixed. i think not.

#92123225

I was with Plus net as my first broadband company when I moved out of my parents house. They seemed really good and I loved that they were local. After a few years, the service seemed to go downhill massively and I learned that they'd been snapped up by BT! My mum and dad were with BT and their service was horrible, and I started to get more of the same. It was faulty a lot before I left and I had a really long wait on the phone to try and fix it. I was even hung up on a few times. Never going back to them again - even if they are cheap.

My ISP Origin broadband just offered me a cheaper deal than theirs anyway and they're also Yorkshire-based. It's been a far better experience than being with one of the big companies. I completely blame BT by the way; they shouldn't be allowed to trade under other names to effectively fool customers who wouldn't normally go near them.

It's cheap and has basic functionality.

For me it was a huge mistake to move from my previous ISP whose service had begun to deteriorate in respect of patchy mail server access and Usenet speed restrictions.

From the date I signed up with Plusnet it took them over nine weeks to provide me with any level of service and that was only phone. They left me without broadband for a week!

Various dates for the migration failed without comment from Plusnet. After waiting around hopefully on the given days I'd have to contact my former ISP for accurate information or take my chances on the Plusnet helpline.

Apparently my line number was being rejected by Plusnet's alleged system and at one point they told me that it didn't exist at my postcode, despite the fact that I've lived at my present postcode with the same line number for over twenty one years. That part of the problem was resolved when they eventually discovered that a letter 'R' in my postcode had been recorded by BT as a 'P'.

I live in a rural area about 3.5km from the exchange with downstream attenuation of 48dB so speeds are below average. With my old (LLU)ISP I could use my Billion 7800N router to change SNRM according to my needs, so for everyday use I'd have a fairly conservative setting and occasionally lower the margin to reboot at a higher connection speed for larger downloads.

With Plusnet and BT's restrictive line profiling I've hit a glass ceiling with download speeds. Regardless of my connection speed, nominal line error rates or time of day I get the same maximum download speed. It seems as though the 'system' expects my connection speed to be constant for several days.

Since the last reboot (caused by Plusnet) over four days ago my router has been connected at 6784kbps but several speed tests at www.speedtest.net have shown a maximum download speed of around the current 4.72Mbps which is 1Mbps less than I would have expected from my old connection even on a Saturday when contention is more of an issue.

Maybe it works better for other people but my association with Plusnet has been a nightmare so far in respect of both administration and the quality of broadband service offered. At least the mail server works well.

UPDATE 2 Nov 2014

I rang to try and negotiate a cancellation of the remainder of my annual contract and was told that they could indeed make a manual adjustment to my profile speed. The limit was still set too low for some occasions but an acceptable compromise for everyday use.

During the continuous shambles which ensued after I first signed up with Plusnet I was offered two free months of broadband as compensation. This would have been worth £6.98 to me (2 * £3.49); not much but a welcome gesture. In reality I received one month free and now they are poised to charge me £9.99 for the coming month.

This is the 'standard', undiscounted rate. When I signed up the deal was for broadband at £3.49 per month for twelve months plus line rental, currently reduced to £2.50 for new customers. No reply to yesterday morning's email yet and the helpline has a thirty minute lead time. I wonder why!

Where to start......

Moving to another property cancelled my talktalk account moved to a BT only area after issues with them last time i thought about plusnet

anyway made the call said i want the connection starting on x date they started it earlier....

I knew the wiring was stuffed and needed redoing after being with bt within the property previously. sorted

However when all this was going on my friend who is with plusnet noticed that his speeds were rubbish when i moved back we both were getting kick off xbl and everything. (Since my friend got mad at them they fixed it but never refunding either of us but xbl/ps runs fine now)

Now to really start the giggles 3 days in a row from different places downloading games (steam,origin,coolroms)running at 200-300KB/s? usually running at 600-700KB/s ? great no portal 2 last night thanks -net cannot wait to leave ya!

I ordered Plusnet's Unlimited Fibre Extra package with their phone line via the Plus.net web site and selected the option to have a new phone line installed in addition to my existing TalkTalk line.

Plusnet charged me for the installation of the phone line, but then tried to migrate the existing line. I only found out about this when TalkTalk emailed me to ask me why I was trying to migrate my phone line away whilst still in contract!

I contacted Plusnet about this and it took them a whole week to reply to me, at which point they just placed a new order with a new install date.

As this would force me to pay for another month of service from Virgin Media, I asked Plusnet to cover the cost of this due to it being a direct result of their negligent handling of the order. Once again, it took Plusnet several days to reply, only for them to deny the request.

I repeatedly asked for my ticket to be escalated to a manager, but each time Plusnet just ignored this. This seemed to be a recurring theme with any parts of a ticket reply that they don't want to have to deal with - just ignore it and pretend the customer never asked it.

Eventually I got sick of waiting days for a reply only to find that they seemingly hadn't bothered reading what I'd written, so I asked for my order to be cancelled and refunded. Of course, Plusnet even found a way to make this unnecessarily difficult.

At this point Plusnet representatives started referring to things which they claimed their colleagues had said, but where nowhere to be found in the ticket. When challenged about this, they completely ignore my points again.

Plusnet decided that I would have to phone them in order to cancel, claiming that they can't accept this via their ticket system for some unspecified reason.

When I phoned them, they did finally cancel the order and refund the money (of course, this takes some ridiculously long period to make it back in to your account, despite them being able to take it from your account instantly in the first place).

At this point I thought my Plus.net saga was over, but oh no, it turns out they have found some more ways to be incompetent as they didn't actually cancel the install, so at 8am a BT OpenReach man turns up to install the phone line!

I tried to inform Plusnet of this, only to find that they had deleted my account so I couldn't log in to the ticket system anymore. Their web site gave me a live chat option instead, but when I talked to them, they claimed that they are for sales only, work from a different office and have no way of getting in touch with anyone else at Plusnet via email or phone!

Throughout this weeks long saga, I have seen absolutely no evidence of the supposedly outstanding customer service that Plusnet claim to provide. They have been negligent, inept, unhelpful and obstructive from start to finish!

I joined PlusNet in a different guise many years ago - they are also one of the 2 Waitrose ISPs (though only Greenbee still accepts new accounts)

So when I switched over, I asked to keep my Waitrose email addresses - their answer explains why I still use this.

We have worked up from having a 20GB ceiling on monthly downloads (it doesn't work - I have three teens at home) through unlimited to go-faster fibre broadband. Each step has led to a tariff that has been reduced by an introductory offer, phone and online support well into the evening and prompt email and online updates that have meant that downtime beats the office figure (which is impressive).

To date, I have been able to discuss issues at a level that makes sense to me - though not a network specialist, I have some grasp of what I'm dealing with. And, up until the switch to fibre, was running Netgear kit of my choosing.
The domestic network has been looked at by the BT engineers - who have been helpful in providing tips on re-use as time has gone by.

The service itself is there when I need it - which isn't very often. The support from BT some time takes a little organising, but all time-scales have been adhered to and I have few complaints. Prices are competitive and I have had fewer run-ins than friends who use BT, Sky or Virgin - something I find quite reassuring!

I think you sometimes need to look beyond the cost to consider quality-of-service. And these guys take some beating.

I would avoid Plusnet at all costs. Recently tried to sign up and had terrible customer service. Router did not arrive; every time I tried to call I was told the current wait would be 45mins+ to speak to customer service; took 14days to reply to my email and then send a standard reply telling me to call them!

I made the mistake of paying upfront for line rental too. Call me a cynic, but I'm pretty sure they didn't send my router so that I couldn't cancel within 14days of ordering as per the Consumer Credit Act...

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.