Plusnet Broadband Reviews

constant disconnects, customer service and technical not interested. never again

Have been with them for many years. My kids complained about wifi in the house. The router was 8 years old, I called and asked what could be done and they sent me the latest router that came 2 days later. Installing was a matter of minutes, straight forward and it looks we are indeed a load better. I find customer service is excellent. The few times I called I spoke with people that took care of the issue immediately and professionally. I always say, that everything is kind of the same anywhere else, but service makes the difference. So far Plusnet has not disappointed me.

Agreed to contract of initial monthly fee of £15 with a reminder to call them before ended to ensure price didn't change too much. Was told it would only go up £1 so I stayed. However they increased by £15 instead and when I wanted to leave forced me to open another contract before issuing refund, I agreed on condition I wouldn't be charged a cancelation fee, they assured me a I wouldn't. They tried to charge for both further fees and cancelation fees on many occasions, and on many occasions I had to call to point out their blunders and that in both cases I had only done whatever they were trying to charge me excessively for (either staying with them or starting the new contract) on the specific agreement that they would not charge. Occasionally they would listen to call history, appoligise and cancel extra charges and assure me they wouldn't be raised again, however they would frequently be automatically raised again and now after leaving them they have forwarded erronious charges onto debt collectors and in addition have ruined my credit rating.

Due to Plusnet cancelling a direct debit, they cancelled our services including my wife's phone when she was in hospital with my autistic son they gave us no warning whatsoever they let us know once they cancel the service.

Wifi constantly going off, cannot speak to an advisor unless you say you are going to leave. Then the phone is answered!!

We had plusnet from when they first launched FTTC, line worked great at 36-40Mbps and 8-12Mbps upstream for first 2 years. Then in the summer (4 years ago) on the very hottest afternoons, it started dropping out.

Last year it was regularly on the hottest days, dropping the line to 25Mbps in the summer, despite the complaints and the intermittent nature, BT Openreach thought a 2 minute test at 8AM when the line always works was sufficient to dismiss the fault even though their equipment picked up a copper impairment in the last bit of line, they even tried to charge us when we agreed to try a router, even though we knew it wasn't our equipment. Their router was so bad, we couldn't even sustain the connection.

After trying multiple 6ft cables into the master socket 3 modems, and two routers - one replacing the modem, followed by an Asus router last year (which is absolutely amazing, blows all other brands out the water) we wrote a script to capture >100 vdsl2 properties a minute, charting 12 of them. The script showed clear issues, which a retired engineer suggested was uv insulation degradation (when we checked the times (3:30PM GMT 4:30ish BST) it correlated exactly with the sun crossing over so the house was no longer in between the line and the sun.

The router also showed massive attenuation changes sometimes long after the peak of the fault (and what might look like noise) hours later, the router during fault always reported 0 for REIN and SHINE - though it might be unsupported by that cabinet.

This year it started so badly it dropped to 17Mbps, then 8.8Mbps. We asked them to retrain the line like they did last year and they mysteriously said they now couldn't do that. I've also read that these massive slowdowns are happening to other customers, and may not only be the result of the fault.

Plusnet have said they will follow up with calls to explain what is going on, they didn't, multiple times, one even said the lack of action was extremely unusual. I also mentioned the USO March 2020 guarantee where BT are now obliged to provide a 10Mbps minimum service, despite repeated requests for the ticket logs for 2019 and 2020 and a letter so I could press BT into actually fixing the line, they didn't even put the requests in the notes, so I felt there was a clear conflict of interest too, they were obstructing my attempt to hold Openreach to their contractual obligations.

Even at 8.8Mbps we get a slight blip on hot days - which we're sure would have got worse, and we shouldn't have to wait for it to either fail, or for BT to actually upgrade to FTTP (which they have now delayed massively) The idea that a 2 minute line test sufficiently tests a modern complex broadband service for faults should be an embarrassment.

we spent those 4 years ruling out all other issues, we even put the (3rd) router on battery disconnected all lan and turned off almost all appliances during the fault - directly connected to the BT box with a shielded cable - it still happened, and I don't see neighbours calling BT out every other day so it must be line as noise doesn't randomly cause a huge attenuation change, we now sometimes see issues due to rain too.
You can see the charts from Aug last year at untamed.zone/adsl choose 21/04/2020 when the apparent noise event starts and ends (you can only see the attenuation at each resync) but you can clearly see there are issues. The routers have always been on top of a fan too and out of direct sunlight, so its not overheating)

BT Openreach didn't even bother turning up this year, claiming a remote test, which we never saw on the line stats, so we haven't been able to show them, so we figured Openreach have been lying about testing too, as of May this year, even though the lockdown is now lifted.

I took out a 2nd line with a provider who does it for £24mo not £60 like BT are charging. This should expose the fault as being on the line so I can try to claim back compensation/refunds from the ombudsman, and maximise the likelihood of fixing the problem. We can then copy the huge amount of data we have for the fault to our MP to ask for Openreach to be overhauled and separated from BT, I feel a political solution is needed to challenge Openreach

For the record, our line to exchange is about 715M according to ISP tests (though most online estimates predict 1400M) and we are well under 200M from the cabinet (120M by foot)

The underground cable and drop cable were installed less than 20 years ago. We're also paying £10 more than a new package from other ISP's

Left me without a phone for 6 days. Still waiting for them to transfer the number. Staff have no sense of urgency. Been calling ever since the line went dead and just keep getting passed around.
Business cannot function without a telephone line or the internet.

Plusnet were due install internet at my new address. On 13th March we received an email confirming that the service would be setup and specified the correct address they had been given. They requested that the installation would take place on the 30th March with Openreach.

Following this I received an email stating that on 28th March that they would have to delay the installation until 9th April. We called them on 9th of April after having received no internet. Then we had a visit from our next door neighbour asking why their internet and phone line had been cut off and transferred to Plusnet. They then showed us a letter that was sent to their address not ours from Plusnet stating that the internet was due to be installed at their address instead of ours. Clearly Plusnet mixed up the address and cause this whole problem (despite trying to blame Openreach).
BT corrected the issue for my neighbours and Plusnet stated that our internet would be reinstalled to the right address within 7 days.

On 17th April Plusnet sent an email saying we would have to wait until June 2020. Following this, on the 28th April Plusnet have confirmed that we will have to wait until 23th June. Now on the 7th May Plusnet sent us an email about referring any complaints to the Ombudsman service.

All of this trouble and inconvenience has been caused by Plusnet's incompetence. The following lies and deceit and their reluctance to rectify the situation or help us in any way have only made it worse. To add insult to injury they repeatedly tried to charge us for internet service they were not providing during this time.

Repeated promises have been made and then not fulfilled. We haven't been offered any reimbursement for the expense of using mobile internet and huge inconvenience this has caused. Incidentally the 3G/4G signal and phone signal in my rural area is extremely poor so often we struggle to get signal or a working connection. We asked for a 4G hub but Plusnet declined to do this or anything else for that matter. In essence they seem to be saying you must complain to the Ombudsman because unless you do we are not going to do anything to help you. This must be the worst customer service experience i've ever encounted with any company.