PlusNet Broadband Reviews - www.plus.net

★★☆☆☆
2.0 / 5
25% 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

★☆☆☆☆

“This was the worst phone and broadband service I have...”

Written on: 22/03/2015

This was the worst phone and broadband service I have ever had. I would not recommend them to anyone. They are unhelpful and rude. When I moved house I cancelled and they made me pay the full amount for the remainder of the contract which was £130. When I objected the threatened me with debt collectors and their telephone manner was harsh. All the other service providers, gas, electricity etc. had no charge if you were moving home. The phone and broadband was out of order for 3 weeks on 2… Read Full Review

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★☆☆☆☆

“NOT THAT CHEAP”

Written on: 12/03/2015 by Baileyzs121 (1 review written)

Was thinking to change from sky because the price, but after choosing what kind of broadband and telephone service I want it happens sky is better value than PlusNet. The headlines at PlusNet do not reflect the real price for the service. with sky I only pay £1 extra and on top I get real unlimited international calls , and not the 300 minutes that PlusNet offers for the so called "unlimited " package… Read Full Review

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★☆☆☆☆

“bunch of robbers don't take internet with them”

Written on: 26/02/2015

it took them 2 months to set up my broad band and phone ,i payed up front. they were told on 2 occasions to go to a different address to collect a key for access , but did not listen, and now when i was a way at christmas i missed a direct debit , only one ,the next thing i get a letter from debt collectors £159, i phone and pay that very second , turns out i owed only £20 i ask plus net why so much to debit collectors and they don't really seem to know , plus net have cancelled my account… Read Full Review

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★☆☆☆☆

“Terrible”

Written on: 20/02/2015 by ylKirkpatrick211 (1 review written)

I paid £23.00 a month for 3meg (intermittent at best). Got charged £136.00 upon them cancelling my account even though I was happy to pay monthly at the rate they had provided me with. Customer service was appaling and website is practically impossible to navigate (and i'm a computer science grad). "we'll do you proud" their slogan exclaims, more like "we'll do you over"… Read Full Review

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★☆☆☆☆

“so terrible it motivated me for my first ever online...”

Written on: 16/02/2015 by EndorianD (1 review written)

Awful. They appear to be the cheapest but despite assurances in writing from the customer services team about charges, the charges were not what was promised to me and then it was extremely lengthy to get any answer to my questions. My issues were around renewing and moving house and the customer sales representatives were awful and contradicted one another. Set a reminder for your renewal dates because they will not assist you at all and you will end up paying more than you should. This is… Read Full Review

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★☆☆☆☆

“JUST KICK PLUSNET INTO THE GUTTER WHERE THEY BELONG”

Written on: 31/01/2015 by Leland292 (1 review written)

I HAD BEEN WITH PLUSNET FOR YEARS, BUT THERE NON EXISTING SUPPORT LINE MAKES IT IMPOSSIBLE TO MAKE A COMPLAINT OR GET ANY SATISFACTION AT ALL. EVEN TRIED PHONONG 112 TIME IN ONE DAY BUT COULD NOT GET THROUGH ONCE, SO HAVE DONE THE BEST THING AND CANCLED WITH THIS DISGUSTING FIRM AND THAT TOOK A VERY LOT OF DOING ,,FINALLY GOT A PHONE CALL FROM HEAD OFFICE WITH A SORRY MESSAGE BUT HAD GREAT PLEASURE TELLING THEM THAT IT WAS TO LATE ..I AM NOW A PLUSNET FREE ZONE WITH T SHIRT TO SHOW… Read Full Review

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★☆☆☆☆

“£30.00 Fee for leaving PlusNet broadband plus.net”

Written on: 30/01/2015 by Butcher44 (1 review written)

We have been PlusNet customers since 2009 (PlusNet BroadBand and Phone). In the early years all was fine, however the service has become gradually worse from excellent in 2009 to poor in 2015. The PlusNet "broadband" in our area is still delivered using the old copper phone lines promised speeds 5..8Mb, but in practice a maximum of 3.7 Mb, however often cut outs and network down from 30minutes to 1 hour down-times, at other times extremely slow speeds at worst less than 330kbs. Only reason for… Read Full Review

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★☆☆☆☆

“Misleading pricing”

Written on: 27/12/2014 by Shane1966 (2 reviews written)

I signed up for PlusNet via a 3rd party comparison site primarily because the value line rental was considerably less expensive than the competition. I was informed that in addition to the lump sum line rental, the contract was £2.50/month for unlimited broadband and including evening & weekend calls. My first bill came this month - horrified to learn that contrary to the published information, if you take a value line rental package you cannot get any call package. All calls are chargeable… Read Full Review

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★☆☆☆☆

“No point in having customer service”

Written on: 18/12/2014 by jfbatt (1 review written)

Don't bother using their customer service facilities unless you require their inability to be of any true assistance to be repeated in a variety of ways. And If they tell you that it is possible to amend your Direct Debit after the first payment has been collect at he point of sales, just know that this is a flat out lie. Trying to resolve this I had the option of waiting 15 min on the phone or use the web chat, wish I went with neither. Tried to get an explanation as to why my due date… Read Full Review

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★★★★★

“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 (6 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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