ISP Reviews by webheadjunky

I had high expectations having read favourable reviews

I have been a broadband user (ADSL) for around 10 years now and can confirm Plusnet have given me the worst performing connection I have ever had from any supplier

I have done several speedtests and my download speed is around 1.3mbps and my upload is single figures. According to speedtest.net it is a Grade F and worse than around 96% of the UK population

When I have raised concerns with Plusnet, their standard response is that it still in excess of the offical 1mbps estimate from BT. The fact that it is worse than any other connection I have had is of no consequence

I did pay an extra £5 per month for an add on that is supposed to give me priority but I noticed no difference and cancelled it after a couple of months

They also raised call charges during the contract which I find unethical and unacceptable

As for their customer service, the positives are that they are UK based and usually reply very promptly

The negative is that in my experience, they rarely address the query first time and are quicker to provide a standard response

Thankfully, I only have until April to go and then will gladly dump them and never look back!

There is not enough space here to write about all the issues I have had with BT when I put faith in their Infinity 2 product.

Nothing went right from day one...package I applied for online was not reflected in the account set-up and I was being overcharged because they said it was a website error and that offer should have been withdrawn.

Engineer set-up visit was not committed even though I committed time by booking leave from work for their standard 5 hour slot.

The monthly fixed payment plan was a farce. I asked them how much I should pay, they gave me a figure, 3 months later they said there was an underspend and I had to double the payment! Neither the first level admin person or the so called manager could grasp the arithmetic involved which was proved in my favour when I went to standard pay the bill in full every month approach and lo and behold....I was paying significantly less than what they were asking for. The formula they use for the fixed payment plan is deeply flawed

Tech support is useless. No ownership of any issue. No CRM or records keeping as every time you phone, through to India, is like the first time. Callbacks promised but never returned. Generally arrogant and pig headed albeit politely. On one occasion, I was advised there was a fault on my line in my house and I was asked to remove the master socket plate, even though the broadband team had already said the fault was on BT side. Eventually got engineer out who spent 3 hours fixing fault 22m away from our house! 22m! Yet according to one of the techs, it was all my fault and internal to my house. Either the tech is incompetent, the diagnostic tools are useless or a combo of both. You work it out

When leaving date agreed, I got 2 communications. One thanking me for a new line order and the other with the same date advising me to return equipment as I was leaving BT. Naturally I told them where they could get off

They are a huge global leading premium positioned provider. They should be 20x better. They are let down by the most shambolic and incompetent back office function I have ever had the misfortune to call.

Unless you think you will get consistently good service that will never require any support, my advice would be to avoid like the plague