PlusNet Broadband Reviews - www.plus.net

★★☆☆☆
2.0 / 5
26% of users recommend this
  • Reliability

  • Customer Service

  • Speed Consistency

  • Value For Money

Summary

PlusNet current packages available:

Plusnet Value The UK's cheapest broadband For £6.49 a month* Plusnet Value customers will get up to 8Mb speeds, an inclusive wireless router, 24/7 award winning support and a monthly usage allowance of up to 10Gb.

Plusnet Extra
From £11.49 for 3 months and then £17.99 a month after that depending on area* customers will get all the benefits included in Plusnet Value but with 60GB usage on top and unmetered off peak usage.

*Applicable to 80% of the UK broadband market - Customers not in these geographic areas will be in a different price band - please see the Plusnet site for more information.

Plusnet Pro
The gamers choice from £16.49 a month for prioritised traffic, 20GB usage allowance, and a free wireless router.

Are you a PlusNet customer? Let us know what you think about their products and customer service.


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Latest Reviews

★★★★★

“All good for me”

Written on: 07/12/2014 by Jim_Cambridge (4 reviews written)

I hesitated to switch to Plusnet from Sky when I read the bad experiences on here, but the switch all went very smoothly, phone, number and broadband all transferred on the date they said, everything just worked. Maybe I was lucky, but I do wonder how many people who have no problems submit a review… Read Full Review

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★☆☆☆☆

“Can`t even fix a fault with their own equipment.”

Written on: 17/11/2014 by DAVID_PENSON (1 review written)

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… Read Full Review

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★☆☆☆☆

“Worst Experience Ever”

Written on: 07/11/2014

Unreliable, on/off, on/off, sometimes for hours. Customer support line understaffed and frequently cut off after waiting or shortly after being answered. No request for feedback after any of these problems. They obviously do not want to record any of the poor experiences customers have suffered. I get the impression they think I clearly have nothing else to do but sit around and wait for the occasions available. Even then it will just go off mid way through an email or an order and… Read Full Review

Plusnetadam's Comment

Written on: 12/11/2014

Hi there,

Sorry to hear you've had what sounds like a poor experience with us.

The impression you've gained definitely isn't the one we wish to give and we'd relish the opportunity to review your account and make sure you get the help and support you may need.

We're also keen to see what we can learn from the issues you've mentioned and want to apologise in particular if you've experienced any issues waiting to speak to us over the phone. We're aware that wait times can occasionally be high and we're currently recruiting for both of our contact centres to remedy this over the coming months.

Please feel free to contact us via our Facebook or Twitter pages or over at our Community site where I can be contacted directly. Please don't forget to include your username if you decide to do so and we'll ensure a friendly, knowledgeable and experienced member of staff deals with this for you.

All the best,

Adam W
Plusnet Customer Relations Team

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★☆☆☆☆

“Took a month to connect, no proactive customer service”

Written on: 29/10/2014 by Edmondson364 (1 review written)

Complaint written to them: Internet is vital for work and for moving house. I know it takes a while to set up, so ordered it nice and early (14th Sept I think). Received lots of update texts, including phone number and internet go live date of 30th. Very happy. Since then have had nothing but problems, conflicting information and too much time wasted on hold. I’m sure you can see the problems from my account, but I am extremely unhappy with the service received. Especially as being a… Read Full Review

Linnplusnet's Comment

Written on: 31/10/2014

Hi there,

I'm really sorry to hear of the delay in your house move.

From your post I gather that the phone line has been successfully installed now, however, your broadband is yet to complete. Once a phone line is installed broadband would normally follow 5-7 working days later unless it's possible to activate the broadband on the same day the line is installed (sometimes this isn't possible).

We hope that your broadband is activated shortly, however, if you do have further problems please don't hesitate to contact our support team.

Regards,

Linn
Plusnet Customer Relations

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★☆☆☆☆

“Unable to answer simple question via email - Not good”

Written on: 17/10/2014 by xille83 (1 review written)

I emailed Plusnet via their portal (while logged in, so there is no issue with giving our private data as they know I am who I say I am). My question was simple: "How much will is cost me to leave Plusnet as my ISP". The answer I get back is "Please call us to discuss this". The reason I emailed is because I dont have time to waste calling and waiting in a queue for X minutes. This is a simple question. If anyone from plusnet would like to answer my question, please feel free. My ticket… Read Full Review

Plusnetadam's Response to xille83's Review

Written on: 20/10/2014

Hi there,

Sorry if it seems like we're invading your reviews! (can see you posted the same on Trust Pilot) I'm just here to make sure you've got the help you needed.

I can see my colleague has already replied.

If you need any further help please get back to us on the support ticket or feel free to message us on Twitter or Facebook

All the best,
Adam W

Plusnet Customer Relations

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★☆☆☆☆

“198 kb/sec almost like modem speed during 90's from...”

Written on: 21/09/2014 by IsaiahSpears40 (1 review written)

It has been fine if you do not sign a contract with them. Once you signed a contract you became a B-class customer. Our internet worked fine all time however when we bound to a contracr our internet can be very slow that it is impossible to work and it does take Plusnet 72 hours to identify the problem, before it was immediate though. We never experience this slow speed since 90's it was like we were using modem still… Read Full Review

Plusnetadam's Comment

Written on: 09/10/2014

Hi there,

Sorry to hear about the issues you've mentioned.

I'm confident we can help you with this.

Please report a fault if you haven't done so already.

Also please feel free to message us via our Facebook or Twitter pages so we can take a direct look at your account and diagnose the issue.

I'm also confident we can help with this.

All the best,
Adam W

Plusnet Customer Relations

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★☆☆☆☆

“136kbps download speed w broadband -rubbish customer...”

Written on: 21/09/2014 by cuAyers454 (1 review written)

Have been a PlusNet customer for a couple of years. In the beginning all was fine, however during the last two years the quality (internet speed and connection issues have increased and now problems appear to be almost permanent. I am supposed to hsve a 5MB unlimited broadband "priority" connection. However the connection is as slow as in the early days of internet 133kb download speed is not unusual - that is like a "fast" phone modem was back in 1997. Not once have I seen speeds over 2.3Mbps… Read Full Review

Plusnetadam's Comment

Written on: 09/10/2014

Hi there and really sorry to hear about the issues you've mentioned.

From the issues you've described it sounds like a particular type of speed fault which is usually simple to resolve.

I'd really like to be able to take a look at your account and advise further as I'm confident we can help resolve this.

Please feel free to contact us with a private message including your username perhaps via our Twitter or Facebook pages.

All the best,
Adam W

Plusnet Customer Relations

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★☆☆☆☆

“PlusNet. ruin my life”

Written on: 19/09/2014 by Redrab2711 (1 review written)

My broadband contact with SKY was up,and I was looking for a new deal for broadband and weekend calls . I saw a online offer from PlusNet , £1.99 a month for 12 months, signed up online, that was the easy bit. A few days later I phoned Sky to get a Mac code,they asked why I was leaving and I told them it was purely to save money. They then offered to let me keep my same deal but with the broadband for free on a12 month contract. Well that sounded good to me, so I signed up there an then. Sky… Read Full Review

Plusnetadam's Response to Redrab2711's Review

Written on: 09/10/2014

Really sorry to read about this.

It unfortunately sounds like we may be too late.

However, please feel free to send us a private message including your username through either our Facebook or twitter pages. That way we can make sure you get any support you may still need and perhaps see what can be learned from the experience.

All the best,
Adam W

Plusnet Customer Relations

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★★★☆☆

“Only good for new customers ”

Written on: 04/09/2014 by Nayelio205 (1 review written)

As the title says Plusnet only offer incentives to New Customers,excellent value cheap Broadband for a year for NEW customers only ,old (LOYAL) customers like myself get nothing so it's worth the hassle switching to another provider for a year which has a better deal than switching back to Plusnet for the cheap deal . That is the only complaint i have with Plusnet other than that superb customer service ,speeds ,service and technical help second to none . Switching to B.T than i will be going… Read Full Review

Plusnetadam's Comment

Written on: 09/10/2014

Hi there and sorry if it feels like we're invading your review!

We'll always do our best to arrange the best offer possible for existing customers, however this is done in a totally different way.

I'd advise getting in touch with our customer options team if you haven't already.

All the best,
Adam W

Plusnet Customer Relation

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★★★☆☆

“Plusnet is excellent value only if you are a new customer”

Written on: 02/09/2014 by asterix100 (4 reviews written)

I was getting unlimited broadband for £2:50p a month ,now that my contract is up i'm switching provider for a better deal. I did ring customer service to see if i could sign up for another 12 month contract so i could get the cheaper deal was even willing to upgrade to fibre optic but unfortunately the good deals are only for new customers only and existing customers get £0 discount . Saying that customer service,speed & reliability were excellent shame you get nothing nothing for staying… Read Full Review

Plusnetadam's Response to asterix100's Review

Written on: 09/10/2014

Hi there,

Thanks for the review! We'll always try our best to make sure existing customers are given the best offer possible. However we do this in a different way as to what's offered to new customers.

We'd advise having a chat with our customer options team if you haven't already.

All the best,
Adam W

Plusnet Customer Relations

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★☆☆☆☆

“Rubbish!!”

Written on: 30/08/2014 by MosesBatchelor (1 review written)

Does not deliver. Router never arrived. Engineer never arrived although I confirmed the appointment the previous day. Then try to get through to them to ask what is happening,impossible!!! The only departments answering the phone quickly are sales and cancellation. BT you need to get hold of your off shoot and give them a good shake up… Read Full Review

Plusnetadam's Comment

Written on: 09/10/2014

Really sorry to hear about this.

Let me take the reins on this issue for you.

Please feel free to message us with your username. I'd suggest doing this via our Twitter or Facebook pages.

All the best,
Adam W

Plusnet Customer Relations

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★☆☆☆☆

“Really disappointed feel lied to”

Written on: 14/08/2014 by AHolland (1 review written)

Me and my boyfriend have recently moved out and saved to get internet. We chose plusnet as they pride there selfs on been cheap, reliable and honest. We paid upfront and they said they would come out to sort a phone line. The THREE days they said they would come they didn't turn up. Then when we complained they said they would ring to organise them to come out again THEY DIDNT! So now there supposed to be coming today and there's still no sign yet!!! I feel we are been lied to and they have our… Read Full Review

Plusnetadam's Response to AHolland's Review

Written on: 09/10/2014

Hi there,

Thanks for the review and sorry to hear about the bad experience in getting started with us.

I'm confident we can help you get this sorted.

Please feel free to message us either via our facebook or Twitter pages with your username and I'll be happy to help.

All the best,
Adam W

Plusnet Customer Relations

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★★☆☆☆

“Trapped in contract Plusnet website no help”

Written on: 12/08/2014 by EdithVance322 (1 review written)

Discovered I am paying £16.99 a month on a 24 month contract I was unaware of. Only use less than 4Gb a month. Plusnet website no help whatsoever. Adverts offer £2.50/month for 12 months Unlimited, but existing customers seem to have few options. TRawling their website only options are to upgrade or add further add ons!… Read Full Review

Plusnetadam's Comment

Written on: 09/10/2014

Hi there,

Apologies if you found it hard to find what you needed from our website.

We deal with offers for existing customers in a totally different way as to new ones so if you haven't done so already please get in touch with our customer options team.

All the best,
Adam W

Plusnet Customer Relations

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Hiya47's Comment

Written on: 17/11/2014

Hi maybe I can help - How to Get Out of This Contract Without Penalty

I was with Time Talk & they treat me terribly too so I stopped my direct debit. They then said I had to pay an Early Termination Fee of £179 not to mention court action... So after doing a bit of research as I was on a 24 month contract too. I came across Ofcom Ruls & Regulations Which clearly state.

From 26 May 2011, the tie in period for new phone or broadband contracts will be limited to a maximum of 24 months. And consumers and businesses MUST also be offered a choice of contract lasting no longer than 12 months

So what I did was once I'd passed the 12 month peiod I stayed 1 more month. I then rang my bank & verified they'd took out there payment & then cancelled my direct debit. As I mentioned they threatened me for Early Termination Charges + Court action. But remember you have the law on your side,

So I rang them up & asked how long my contract was for? They admitted tentatively it was a 24 month contract. A 24 month contract I replied well can I read you this? And read Ofcom rule that stated: Consumers & business men MUST also be offered a choice of contract lasting no longer than 12 months. I read it again. Emphasizing Must be offered a choice of contract lasting No Longer Than 12 months. I told them "At no time was I offered a 12 month contract not verbally or in written form." " So did you know you are in breach of Ofcoms Rules & Regulations?" Honestly they didn't know what to say... All the representative said was to quote "Just a minute I'll put you on hold while I speak to my supervisor. After what seemed like 20 minutes. she got back to me & said "Yes you're right sorry about this."

They stated.. No cancellation Fee applied. And it went from me owing them £179 + interest for late payment. To them owing me £93.33p. They count on people not knowing the law. .. I do hope this helps.

Please see the review I left concerning Time Talk being in breach of Ofcoms Regulations including line rental price rises mid set contracts.

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Floraskye's Comment

Written on: 19/11/2014

Thank you very much for your comments. I will try that, we have served over a year of this 24 month contract so it sounds worth trying! Currently having terrible service as well as locked into the contract but they just don't want to know. Found the router they provided is also faulty, but they will not replace it, they just want £40 for a new one!

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★☆☆☆☆

“PLUSNET are useless”

Written on: 16/07/2014 by comanchea (1 review written)

These people are useless. I signed up , my phone went dead, I can't get any sense out of them. I can't contact them by email as they only accept tweets or facebook things. I haven't had a phone for weeks, they won't answer me, they haven't fixed it, they won't talk to me on the phone. DO NOT USE PLUSNET they are useless… Read Full Review

Plusnetadam's Response to comanchea's Review

Written on: 09/10/2014

Hi sorry to hear about the issue you've mentioned.

We don't provide any support via email so the best way to raise a query with us is by calling us or if you prefer queries can be raised via email, you can also see our responses there.

If sounds like you might not have an account for either Facebook or Twitter but if you do please feel free to send us a private message including your username.

All the best,
Adam W

Plusnet Customer Relations

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★☆☆☆☆

“Terrible terrible terrible!!!”

Written on: 16/07/2014 by Jaidyn118 (1 review written)

Not being able to access the net yet to decided if there connection is any good. I have had little communication from them, I have had to ring them everyone waiting upto 45 minutes sometimes to speak to them costing me even more money! Been nearly 2 months waiting for my fibre broadband to get connected. They have little communication between departments which shows in there organisational skills… Read Full Review

Plusnetadam's Comment

Written on: 09/10/2014

Hi and sorry about the wait to get through to support.

Let me help you with this issue.

The best way for that is to send us a private message with your username through either our Facebook or Twitter pages.

All the best,
Adam W

Plusnet Customer Relations

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★☆☆☆☆

“No routers, no service, now they threaten debt collectors”

Written on: 26/06/2014

I entered into a broadband only contract with PLUSNET in March 2014. I am away from home a lot and was impressed with the Which magazine recommendation as well as the statement that their routers are small enough to go through a letterbox Three months later, the two routers which they claimed to have sent me had never arrived, and all my requests to cancel my account and give me a refund were ignored. So in June 2014 I cancelled my direct debit I have told them that they are in breach of… Read Full Review

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★☆☆☆☆

“Plusnet - not exactly doing you proud”

Written on: 25/04/2014 by dgtazzman (2 reviews written)

We've been with Plusnet for a year now and at first, everything was fine. We did have some occasions where the connection dropped, but this was mostly brief and it would come back without issue. Last month, our internet dropped and wasn't back up after a few hours, so rang Plusnet. I was on hold for over 30 minutes before getting through to somebody. They ran some tests, confirmed the problem was at their end and that we should be back up in an hour and he'd call me back to confirm. After 2… Read Full Review

Guyfawkes69's Response to dgtazzman's Review

Written on: 08/06/2014

Such a shame that this company was one of the better ones this time last year but has now fallen the way of some of the others that have grown too fast and lost their customer focus on the way. I cannot fault the customer service staff in the call centre (they are polite and really do try to help) but 2 complaints about loss of phone service and sudden drop in broadband speed have met with 'must be a problem your end' with little else in the way of possible solutions (I suspect they are given this as a corporate mantra). The phone problem was later found to be a 'BT' issue a week later. The broadband problem is a supposed mystery... although the solution of buying another PlusNet router and extending the contract by another 18 months will definitely not be my chosen option.

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★★★★★

“spot on service”

Written on: 17/04/2014 by Howe1983 (1 review written)

transfered from sky as might broadband kept dropping out happy days everything went smoothly and on time, received emails and kept me upto date when being transferred no hassle at all. everything seems to be great … Read Full Review

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★☆☆☆☆

“Burn £5 notes”

Written on: 11/04/2014 by Fletcher224 (1 review written)

I've been with Plusnet for many years after a friend recommended them (he's since switch to another ISP). I vowed that I would stay with them after my last contract expired but when we moved house Plusnet threatened us with having to pay a reconnection charge if we switched to another provider (I don't know if this is correct but with so much to do with moving house, I really didn't have time to check). Plusnet offered a reduced monthly fee (£4.99) if we stayed with them. Not only did they… Read Full Review

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★☆☆☆☆

“Avoid ”

Written on: 06/04/2014 by CatherineMacGregor215 (1 review written)

6 months without phone or broadband. Still had to pay. They over charged and owe me 100 odd pounds. Never revieved this. Useless company… Read Full Review

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