The broadband was poor, badly traffic managed at peak times and nowhere near the claimed speeds. However I tolerated the service until they disconnected me “by mistake”. Due to the broadband going though BT Wholesale and Openreach they were unable to reconnect me and stated I needed a new account. My landline was lost forever and 10 working days to create a new broadband account. I bite the bullet and went elsewhere. Plusnet did not refund my or agree a compensation amount. The staff were rude and avoided all responsibility and the senior complaints person was so aggressive and dismissive I was left in tears. I complained about him to the CEO and the same guy responded dismissing my complaint about him. No clear complaints procedure. Having been forced to move, I found There are much faster and more reliable services available at a lower costs

Honestly the worst customer experience I have ever encountered. Insincere and utterly unreliable. Their customer service representatives might be extremely charming and say all the right things when you are on the phone with them but there is zero follow through and absolutely no accountability. Once they hang up, you are forgotten. We had three different installation appointments across December where no one turned up. We were then promised a dongle would be couriered across to us overnight to provide us with interim connectivity until they could book in a fourth installation appointment. That dongle never arrived. Umpteen promises of calls back to sort things out – they never materialised. So many broken promises. What makes this even worse is that this was for my mum who is registered with them as a vulnerable person due to health issues and yet they still left her without any type of connectivity for over a month. Just really, really disappointing.

Customer service, tech help, speed and reliability excellent sadly let down by incorrect bills all the time when you renew your contract or sign up to new contract. Renewed contract yet they bill me £41 saying as my contract ended that was the new price yet got an email from them 5 weeks ago when I signed up to a new contract saying thanks for renewing contract your bill will be £21.99p a month. Need to sort this out so annoying having to phone ring up all the time to get a refund

Plusnet Broadband technical help is excellent, Broadband is very reliable good speeds let down by dire billing department who in the past 5 years messed up the billing and overcharged. They had me on the rolling contract rate when I've signed up for fixed rate this has led to numerous phone calls until they eventually got my payments right. .

On reflection, I've made some bad choices, but one of the worst has been moving broadband to Plusnet (a wholly owned subsiduary of BT). Now my previous provider albeit more expensive was providing me a service of 65-70mg download, since my move less than 12 weeks ago, my download has never gone above 55mg, with a guaranteed min of 44mg, My TV streaming apps no longer function like they used to, my gaming platforms have not functioned since my move, Ive lost count the number of issues logged with Plusnet, none have been resolved, In fustration I requested termination of services as issues with service not resolved. Plusnet advise owing to no breech of service, termination will cost £148.00. Nothings changed in my life except my broadband provider, so if your happy with your providers service, but the price has increased may I suggest you stay as moving to Plusnet definately won't enhance your satisfaction, based my experiences. Good Luck, hope you found this review helpful.

On a fixed 18 month contract at £23.99p for fibre broadband and Plusnet are still overcharging me at £36.99p for fibre. Rang every month for the last 5 months still have not rectified this over payment which is now £60. Wasting many hours last 5 month trying to get the bill rectified. The idiots in the billing department want sacked.

Title says it all really, billing department, never got a bill right or rectified their mistake keep overcharging £10 a month for fibre, should be paying £23:99p a month keep billing me for £34:99p.

Do not trust this awful company. I was unhappy with Plusnet, because they always used to call with better deals and appreciated your custom and that is why I originally stayed loyal to them. After many years of being on contracts, I had foolishly allowed a contract to lapse, no call or email from Plusnet with an offer for a better contract and I was paying full price plus paying the line rental saver. when I realised I was paying over the odds for my broadband I gave Plusnet a call. They offered a rubbish package with only a £5 saving for 18 month, in fact they first tried to tie me in for 24months, which was no good as new customers get a far better deal with line rental saver thrown in. I almost went for it, but after a quick discussion with my husband, we decided against it. I asked the representative to not to go ahead with the 18 month contract and cancel it as I felt I would prefer to leave when the line rental saver was almost up and not be penalised for leaving. I have this call recorded thank goodness! I have just received a bill for £102. They told me I was signed up to an 18 month contract! So even though they could see I was not receiving any reduction on my bill, they charged me the same amount as a non contract customer, then they have gone ahead and penalised me for leaving. Off to the Ombudsman I go with my recording! I am disgusted with them, daylight robbers. This company went downhill many years ago, poor customer service, rude staff, drop outs in connectivity, higher prices. I did not want to stay with them any longer, I think they are despicable trying to take penalty payments for a contract I was never on, never benefiting from any reduction in price, they are scoundrels. If I was elderly, this would still be happening. You would think companies would tighten down on this bad practice, especially during the Covid tragedy.  I repeat, Do not trust this awful company.

Do you want to be mugged off during these times of lockdown? do you want to pay full price and get only a quarter of your GUARANTEED minimum speed? do you want to be told you're not vulnerable enough for you to even be considered when you have a problem? does this sound like a company you want broadband with? Go right f.ucking ahead with the corporate disaster that is Plusnet.

Was ok - but then my 7 year old router died & they wanted to charge me lots. So I moved to a cheaper price - john Lewis which uses plusnet which is BT. But they cancelled my email before they sent me the final bill and when I asked for a paper copy they said they don't do it, but would reset my email password. A week later the email still doesn't work, so I ring and they say they will send me an account " by email or post" I say but you cancelled my email, please can you send it by post. They say they can't determine it. So I can't get my money back as they won't send me a letter and they have cancelled the email.

I'm on standard broadband. Plusnet made me wait over a week before I could connect. Then they make you wait longer whilst the 'broadband stabilises'. I gave it a few days and the result is that sometimes I get 6mbps, sometimes I get 1mbps, sometimes I get nothing at all. It became very clear from the start that this is how it's going to be for the length of my one year contract. So I called to cancel within my 14 "cooling off" period. But because I'd had to wait to connect 16 days had passed since I'd started my contract even though this was long before I'd even been connected. First front line customer service guy was great. Very helpful, but he had to pass me to a different team who are trained to be rude and aggressive. Despite arguing I've got nowhere. Up and down connection and generally slow. Spotify is reasonably OK. Viewing Web sites is slow, pictures take a while to load. Streaming Amazon prime is slow and often pixelated. I regret taking out anything with plusnet and now I've got to spend my evenings fighting this utterly awful company to get my money back.

This company currently appears to be in meltdown. 'Technical fault operatives' seem totally ignorant and untrained. My experience has been that you will be left without a connection if something goes wrong. They will try to get you off the telephone until someone goes off shift. Promises of sending out a new router (cost around 50 p) have been false in the hope that you will sign up for something earning sales operatives more commission. This company has been hell for the last two years.. initially they were excellent. I am currently paying £36 pm for broadband and phone. The 'guaranteed' broadband speed is actually only 3mb! per second. I have been getting around 1.5 or 2mb per second.. Go else where!

THEYLL DO YOU WRONG! AVOID THEM at all costs. Service you pay for you don't get, no incoming calls since switching to plusnet, apparently this has been happening to customers for years and they simply go through the same motions which doesn't fix the problem. Ive now asked for a PAC code which they told me I would receive within 2 hours. Didn't arrive so called them again and was told a pack of stories and they refused to give me a PAC code which goes against legislation. OFCOM WHY ARNT YOU TAKING ACTION AGAINST THESE CLOWNS! AVOID AVOID AVOID!!!!!!!!!!!!! Also spoken to a so called manager who was also no help at all.

Such a shame because this use to be a very good company, but over the last 6 months or so they have been increasing their prices with no apparent reason other than greed, They don't even explain why.

You need a strong constitution if you want to try and do business with this unethical company. I am struck by their FB page, which is littered with hundreds of complaints from customers about exactly the same issue: they are overcharging customers and then sending the bogus debts to debt collectors. The flaccid acknowledgements from Thugnet... but nothing changes. How does the regulator allow this criminal outfit to stay in business? For 4 months they have been issuing fraudulent bills, quadruple billing me and threatening to fine me if i don't pay. They ignore communications and are disrespectful. They claim they can't do anything about it, which i find preposterous. I want to warn people about the EMOTIONAL COST of trying to do business with Thugnet. Nobody cares, they pass you around department after department, they put you on hold over and over again, or provide inane responses on FB. They spout their 'process' at you like automatons and so it goes on. Why worry about robots taking over jobs - when at Thugnet they just turn the humans into robots. None of them has even a trickle of empathy, concern or care. None of them is remotely bothered that you are paying them for bad service/ faulty phone and all the consequential losses that that incurs. I wonder how many customers they lose each year. May this accelerate.... I am fascinated to see at what point the CEO actually notices what a dumpster fire of an organisation he is running. It is tiring to respond to people who loathe you and and have contempt for you and who just want to move your problem off their screen and on to someone else's. Be warned!

Changed to Plusnet 6 months ago good deal and android app to check my balance data speeds or excellent so is coverage and English customer service who advised that i cap my monthly rolling contract which i did to £2 over my £10 . Another good Plus point was a better deal came up so got an extra 1GB data for same price tenner paid for 3 which was good as loyal customers ususllly get nothing .