I've found Plusnet have been very helpful, so far.
In January 2014, I moved into a new flat, and found out that the previous tenant hadn't cancelled their phone and broadband service. As soon as my first payment had gone through, I was informed at each stage of the process by Email and SMS. I didn't need to phone anyone at all, Plusnet sorted out a new number for my line at the flat, without any hassle, and my router arrived just three days after my first payment.
I submitted my order on 6 Janurary 2014, sent payment on 11 January and was up and running by the 20 January. Considering the circumstances, I've found Plusnet very understanding, and so far I haven't had any problems.
Once my phone line was working with the new number, I applied on line for Caller Display and I was informed it would take up to 24 hours, but it was activated just after 1 hour.
My average download speed is 16.27 Mbps. My average upload speed is 0.41 Mbps.
So far, I'm very happy with the service provided and am very happy to recommend to my friends and family.
Dreadful service. Hanging on phone for hours. Liars. Live chat transcript proves the company told me that there would be no installation charge, so I signed up. They then tried to charge me £50 for installation after I'd signed up. Cancelled immediately, but still waiting for a refund of the monies that they took from my account. AVOID THIS COMPANY LIKE THE PLAGUE. Look at other reviews - Most people say the same about PlusNet.
I joined plus net in April. I wanted the cheapest phone line and internet package I could get and noticed that at £17.50 a month plus call charges they were half the price of BT whom I had been with for years. Surprisingly they are part of BT.
I sighed up online filling in the easy to follow form on their web site. You pay up front for your first month plus delivery of a free router which they send you in the post total cost was £23.50.
The router arrived a few days later with instructions not to plug it in until told to do so as it takes a week to change over and to tell them your connection number at the exchange. You have to phone BT up to get this number and when you get it you phone plus net back and tell then it. A week later I got my email telling me to plug my router in that was on a Friday evening. On the Friday morning I noticed the BT Internet had disconnected. I plugged my router in and waiting for a the lights on the front to go green this took about three minutes. I then logged onto the internet connecting to what is called a technicolor gateway by plus net. That was on the 7th of April but my phone line bill was still with BT.
I may have connected my Internet but the phone line takes three more weeks to change to BT whom kindly sent me a bill in the mean time. On making a query as to why I had to pay twice for the same service I was told I would be refunded the BT bill after I paid it. I instead cancelled my standing order with BT and received a call from BT asking me what I thought I was doing. Eventually it was sorted out at the cost of £9 to me.
I received no problems from plusnet however who charged me for the internet but not for the phone line while I was with BT for those last three weeks. I have spoke to a few people at plus net about this and they were straight forward northern people not the stroppy Indians that BT uses.
Since then I have had no problems with plus net and would recommend then to everyone for their no nonsense internet and phone package at only £17.50 a month plus call charges. I went over my 10mb limit it did not slow down instead I was charged £5 extra because of that I have up graded to unlimited now because I have a smart box that is £9.99 plus line rental and call charges.
After being with O2 for years with no problems, decided to move because O2 selling off broadband. Joined Plusnet five weeks ago, after three days told line had settled now getting 6.2 meg. After further two days found speeds were fluctuating a lot, between 6 meg down to 634 kb. All plusnet do is blame BT, after three visits by BT and all giving same results. NO LINE FAULT. am still in deadlock. I am now waiting for deadlock letter to refer to OFCOM. Can never speak to the same person twice to argue point. Have had numerous excuses, "could be slow sites", "could be wireless connection", "could be large works nearby pulling on your connection". All these were present when I was on O2 with none of the problems I am now experiencing. Plusnet's own speedtest has a permanent notice at the top stating "we are experiencing faults which we hope to clear soon". If you quote speedtest results to them with readings from this site they say "these are unreliable", this notice has been on for over a month and is simply an excuse for them to use. I can only say if anyone is looking for reliable broadband, FORGET PLUSNET.
Plusnet messed up migration as couldn't raise actual problem with Openreach properly. This meant someone else had access to my number and voicemail and I had someone elses number! Took 6 days and 4 engineer visits to to solve as Plusnet raised it as a crossed line rather than an exchange error. This is even when it had already happened at the same exchange a couple of weeks earlier to another family member. (This was corrected in 1 day via a different ISP).
I found the complaints department useless and unhelpful. They didn't read my complaint properly, they lied (and didn't care when pointed out), were patronising and dismissive of problems raised and said my only loss was about £3 for a weeks rental!
Also their cheap packages are not so cheap if you accidently go over the low broadband limits or have to call 'not included' numbers or at 'not included' times. Look into this carefully.
Been with PLUSNET 3 weeks now:
1. the broadband continually drops, when it is working it's slow: 10 or so drops in an hour so you give up!
2. customer service tried to blame a DELL laptop: service drops on phone(non dell!!) and HP (non Dell!):
still advised DELL have issues and its not them: I've never heard such rubbish
3. they are now blaming the BT line: I have called BT - they have checked the line and say its fine.
4. they have various charges for leaving a "service" which has never been fit for purpose see below:
I am still waiting to hear if any of the line rental paid up fron is repayable.
Thank you for your call. I have made no changes to your account today and the service will remain open and active. If you were to completely cancel the account the following fees would apply:
Deferred Setup £25.00
Deferred Hardware - Wireless 4 port router £40.00
Cessation Charge £25.00
I have been a Plusnet customer for 20 months & although connection integrity has recently deteriorated dramatically my experience over all as been positive. That is until 2 weeks ago whe I tried to cancel their service due to moving house. The customer service advisor tried very aggresively to sell me Plusnet at my new address despite me being too far down the line with TalkTalk to change. When he failed to retain my custom he then demanded a payment of £25 to cancel & when I questioned this threatened to put me in the hands of debt recovery I am now in the hands of debt recovery & in the process of trying obtain from Plusnet a copy of the terms & conditions that refer to a £25 cancellation fee.
Despite being 2 miles further away from the erxchange the speed of my TalkTalk connection is far faster than Plusnet & I have not experienced as was very frequent with Plusnet any interuption to my broadband connection. So whatever you do avoid Plusnet unless you want poor speed, constantly interupted connection, & be threatened, intimidated & put in the hands of their debt recovery department.
Being a web designer I need to have a constant connection however on PlusNet you have to reset the router every hour, Sometime more!Since I have been with Sky I have not had to reset once and that's just over 2 weeks!!PlusNet = Utter Rubbish!! Steer Clear..
Here is my review of my recent experience of this once fledgling company (Plusnet) which has now garn down hill. Here is a quick summery of my issue. Further more, for all you home users out there worry not im a top of the range business plan holder with plusnet and they treat us just as bad as you home users.
I have had a concurrent complaint in their system now since 7th April 2011. My connection went from a Home Unlimited Plan which gave me a very respectable 7meg down and 544Kbps up i was then told due to a usage change of my bb i would need to upgrade to a business package so i did and here is where my issues started. When switching from home unlimited to business unlimited i was told the price but when i was billed it was wrong. Then it took them 3 weeks to refund me the difference. Then a PSTN (phone fault) was found by plusnet so they dispatched an engineer to fix this issue. Then came the connection stability issues. It went from 7.5Meg down to 2.5Meg and then this week it went down to 1.3Meg and then today it went to 269Kbps to nothing this afternoon. When i phoned plusnet they don't seam to know what is happening so just sound like a bunch of robots. Here below was the email i resorted to sending them in complete anger after 3 weeks of pure hell and stress.
"plusnet, i have had just about enough of this shitty service from Plusnet, After all this time and all the engineers that have been sent out to fix this issue, ITS STILL NOT FIXED. I still have no internet, and at the moment no business as it relies 100% on a stable internet connection. I would like to say this maybe how plusnet like to treat their customers, but condatory to this comment i actually have a degree of care and also value my customer base, and they are an incredibly valuable commodity to my business. And like i will maintain as im sure i have told you in the past, without customers i would have no business. And at the moment this connection is cutting myself and my team off from the outside world and likewise its stopping my customers from being able to contact us. I think its about time that plusnet pulled their fingers out their asses and get this issue fixed - AND FAST!. I am now requesting my MAC key as i now have a new supplier waiting to take on my business. I tried to call the business CSC centre this evening but they told me that im to wait until Tuesday morning when customer relations are back in the office. Now i want you to pull out all the stops and do what you can to get me this MAC code, AND I MEAN TODAY NOT NEXT WEEK!, my business has taken a real hit in the last 3 weeks. So unless you want a damage loss recovery case on your hands for loss of earnings i would like to see you deal with this during your shift today. As i can not continue on with all the bottomless promises of a possible fix and also the horrific time frames it appears to take for plusnet to rectify pretty much every issue weather it be billing, faults or otherwise. You name it, i have had it with you guys. I have had excuse after excuse, and promise after promise, and nothing actually improves. Plusnet are technically dumb, customer care stupid and PR obsessed. And i do not want to be a part of this somewhat horrendous organisation anymore. I think plusnet have tried to fill/grow their boots far too quickly and you have over-sold your products and are cramming far too many customers onto your already bursting at the seams network. I expect a result today plusnet not tomorrow, not next week but today please. If you don't comply with my request my next stop will be CICAS as you have exceeded what plusnet consider themselves as a satisfactory time frame to complete faults (7 to 10 days) you have now had 3 weeks to deal with this issue and its now getting worse not better."
So if you looking around for a new supplier and you are attracted by the prices, please don't even go there, avoid them like the pelage. They will make your life hell. Plusnet are technically dumb, customer care stupid and PR obsessed.
Service went downhill faster than the Swiss Bob Sleigh Team
I've been with Plusnet for about 3 years and to begin with I couldn't fault the service. But around 6 months ago the line started to drop connection. After emailing them several times regarding the problem (and doing their online test) they finally got back to me with some generic answers, which blamed the router. It wasn't the routers fault and if they had read my email correctly they would have seen that I had used three different routers to try and isolate the problem. After emailing them again they responded by telling me that it could be interference from an electrical device and that I should turn all electrical devices off. So I politely entertained their idea. Shock..horror...still the same. They then blamed BT and said that I should have my line checked. They also suggested that I ask my neighbours to see if they had anything that may interfere with my broad band. At this point I suggested that I would probably just go with someone else. At which point they just cut off my internet all together without notifying me, even though I had 3 months left on my contract. When I phoned them to ask them why they had done this, they told me that it was an error on the system.
As the old saying goes "If you lock 100 monkeys in a room with 100 computers for 10 years they form an ISP company". If only Plusnet was run by monkeys.
Avoid. You have been warned.
Worse that Tiscali/Bulldog. Plusnet drop the line *constantly* they also do some weird shaping so that youtube videos take ages to start and frequently stop playing half way through. Am leaving this country soon, thank god - nothing works here, ever. Nobody ever does anything properly or honestly, they just do the bare minimum to get you to part with your cash. Plusnet are no different, dreadful, awful, I never thought it was possible to be worse than Tiscali/Bulldog until I got a Plusnet connection.It even drops while I write this review, but I am determined to make sure you don't make the mistake I did of giving these guys your money.
I have only recently moved to Plusnet and I could not have made a worse decision. I receive 10% of the speed I used to with my previous provider and they lie through their teeth blaming other superficial reasons for the loss of speed. Moreover, they charged me for excess use, which is physically impossible at the current speed. Some days my broadband speed was 14kbps, not Mbps, but Kbps! They support takes 8 days to respond saying that they need another two weeks to respond! I have just cancelled this service (if you call it a service) and they charged me another £40 for that after being with them for only 2 months. I told them that the next thing I will do is to take them to County Court (will cost me another £10 online) for violating their terms and conditions under 'reasonable service'.
Avoid! Avoid! Avoid! Save yourself some aggro.
Now, do you want an honest, straightforward, independent Yorkshire company? Well, don't believe the advertising, because you won't get that with Plusnet. What you'll get is a bland, excuse ridden company, owned by BT and heading for the same street as the notorious Talktalk. Plusnet will mess up your broadband, your email and your mind. If you are lucky enough to get a reasonable time, fine, but put your tin hat on if there are problems. Plusnet will go on offering excuses, blame everything and everyone, except themselves, and then do absolutely nothing. Avoid them like the plague. If you catch the Plusnet fever you'll come down with serious symptoms.
Plusnet...dont start me. i contacted them in September to pay a huge bill and asked at the time for them to tell me which package would be the best value for me! The woman talked me through my usage and which package would be best i agreed to change onto that one!They have failed to change it and now another huge bill has come in they wont sort it out!!No managers available and everytime I try to get put through to another department surprise surprise I get cut off!!!Wait times are crazy...over 10 minutes, over 20 minutes!! I am a busy single mum trying to set up an online business and am so cross with plusnet today its shocking...inefficient to the max!! i will be changing users shortly if this carries on!!