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Was on Plusnet previously, really liked them, good customer service, the broadband itself was decent. I was considering changing back because they are cheaper than my BT renewal price but recent reviews on Trustpilot etc. are utter rubbish.
Are they no good any more?
I've been with plusnet since I first got 512mb "broadband" in about 2003. Now on fibre. No problems ever.
I think I've had to ring customer service twice in that time. Both times dealt with fine. 20 minute wait to talk to someone last time though.
I've just moved to Plusnet after leaving Sky.
Change over was smooth and my query was answered quickly by the chat bot.
Been OK for me for the last few years.
I wouldn't choose purely on reviews - remember that a big chunk of the infrastructure to connect you to them is out of their control, and think about the sort of person that bothers to go to a review site to write one.
They still seem decent to me- I'm on a pretty old package, the modern deals don't seem as good value but still.
Dunno. They missed three appointments to come and connect me to a wizzy BT line, but didn't bother to phone to cancel, so I've no idea if they're any good or not...
Been with them 8 months. Changeover from BT was smooth and hassle free. Broadband works, phone line works, bills are correct and they take the right amount of money by dd each month. Can't complain.
Never had any issues. Renewed again happily this year.
Tech support has been good and was UK based when we used it last (couple of years back).
Remember, any negative reviews for any service or product could be posted by competitors, so never just believe them, any more than really good reviews - consider reviews with some care and look for evidence they are genuine.
Also good here. Standard broadband so good we cancelled our cable installation!
It's never dropped out in 10months.
Fine once it got set up (which they cocked up royally). Was looking around for better alternatives...and there don't seem to be any.
Good here, been with them about 2yrs. Spoke to them once, a bloke with a Scouse accent led me through a troubleshoot (which was to do with our wiring)
Reccomended AFAIC.
Had their fibre broadband for nearly three years. Very happy with it.
Installed efficiently (by BT Openreach engineer) when they said they would - he even relocated our master socket for us.
Never had a single problem so don't know what the customer service is like.
Been with them since 2006, any issues have been dealt with very well respond to raised tickets quickly.
Every 2 years I haggle the price with them and get a good rate as long as I commit to 2 years at a time, works for me.
We've had no drama in the 2 years we've been with them.
suburbanreuben - MemberDunno. They missed three appointments to come and connect me to a wizzy BT line, but didn't bother to phone to cancel, so I've no idea if they're any good or not...
PlusNet don't come out to your house, that's the part where (unfortunately) they need to use BT/OpenReach, and is basically out of their control (as mentioned above)
I was with Metronet (from years ago) who were bought out by Plusnet. They are closing down Metronet and I've just transferred to Plusnet (last night so no real testing yet). Broadband speed seems up by about 25%. Support is just as good as it was with Metronet - Sheffield accents I can understand. One minor issue with an older Macbook connecting to wi-fi on the new router but otherwise all OK.
They were the only company to offer me broadband when it first came out and have been with them ever since. Upgraded to fibre a few years back and it was seamless. Customer service when rarely needed means you speak to someone in the UK and is faultless. The only downside is the fibre router is supposed to be a bit low tech but it serves my purpose well, using regular browsing, streaming from iplayer and networking my music.
Will happily renew despite all the tempting offers from other suppliers.
Will happily renew despite all the tempting offers from other suppliers
This ^. We've managed to move into a fibre-less zone now, but will be staying with PlusNet through the current setup and onto fibre when it's available. The Mrs also needs a reliable connection for work, and PlusNet just get the job done with very good support should you ever need to speak to them.
We've been with them since early 56k days. Have flitted with a couple of other providers but always end up returning. Glad the the BT ownership hasn't ruined them
No problems, got set up and it's just worked since then. Can't comment on customer service as I've not needed to use it.
I wouldn't choose purely on reviews - remember that a big chunk of the infrastructure to connect you to them is out of their control, and think about the sort of person that bothers to go to a review site to write one.
+1. I suspect (perhaps naively) that it's rare* for any big players in a particular market to be outstandingly better or worse than the competition. There'll be plenty of unhappy customers venting for all of them, although sometimes one might get a bit more momentum and negative word of mouth going than the others.
*But not impossible!
Like others here we've been with them since we moved into this house ... 14 years ago now I think first as force9 then plusnet. Again only had to call the helpline a couple of times neither of which had massive waits and the problems were quick to be solved.
They would have to really screw up for us to leave now I think
No problems with them here. When I phoned Sky to say "you said you'd give us 20mb, we've got 8mb" they just said "yeah, depends on line quality, distance from the exchange etc etc". In the presales bit from Plusnet they were up front about not getting near the 20mb theoretically possible speed.
Ended up going with fibre so I got an automated email after a few weeks saying "We said you'd get 8mb, you're now getting 85mb, this is 1063% of our estimate. If you think this is too slow then get in touch and we'll try to help". 😆
Been with them a couple of years having switched for a cheaper deal and they've been fine - though I've not had any problems so no idea about how they handle those - we now get a reliable 16Mbps here, the upgrade from 8 having come seamlessly whilst with Plusnet. Thinking about switching to BT to save money on one of their new customer deals (the Wifi hotspot network would also be handy), see similar tales of woe in reviews, but they can't be that bad given how many people are with them, can they? (in theory Talk Talk should be the cheapest here as they're the only LLU option, but the reviews for them really are bad enough to put me off)
Thanks for the good feedback. Anyone got direct comparison on speed between Plusnet & BT Fibre? I know they use the same lines but the Ofcom comparisons seem to suggest Plusnet may be slightly faster on average, assume traffic shaping and the like is different between the 2.
Aren't PlusNet entirely owned by BT now?
Anyway.............
Ordered broadband, waited in for the engineer, etc etc, nothing.
Tried again next week, engineer turns up, installs socket but can't get a dial tone, disspaears to investigate at the exchange.
Next day I get a call to say the lines been cut at the pole when the previous tennant canceled. And as it's technicaly on my property I'll have to wait to have it connected again.
Wait a week, phoe up the call center, promise to phone back once they've sorted it.
Nothing
Phone back, ditto again
Nothing
Phone back, sorry, as they can't get a cherrypicker to the pole and H&S means they can no longer work from a ladder or rope/harness they'll have to build a scaffold tower over the neighbours garden, which I'll have to pay for.
They couldn't come out with a good answer as to how or why they'd cut the line if as they said it was on 'my' pole/property as they claimed. So I said i wasn't paying the daft sum of money they were quoting, and I wanted every penny of what I'd already paid for connection/modem/line rental/broadband.
Basically they were rubbish, BT were rubbish, and openreach were rubbish. Got a 3G dongle and just used that.
Phone back, sorry, as they can't get a cherrypicker to the pole and H&S means they can no longer work from a ladder or rope/harness they'll have to build a scaffold tower over the neighbours garden, which I'll have to pay for.
Utter BS , never seen a Openreach engineer or one of there Subbies with a Cherry picker yet, sound more like a cant be arsed call centre operative trying to come up with excuses for one of there cock ups.
utter shower of excrement in our experience.
Paid to get out of our contract.
Plusnet fibre for 4y here
Phoned once when next doors tree KO'd our phone line and they had it all up and running again in 48h which I thought decent as it was in he middle of "hurricane season"
Im just out of contract again - thanks for the reminder to see if I can get them cheaper
Hopeless bunch of incompetents. Moving our plusnet broadband was the biggest farce ever. We have also had 3+ day outages. Remember they are owned by BT now and the culture appears to be filtering in.
OK so I'm an idiot for my last post
Broadband running at 1mbps this week so I phone customer services earlier today.
There was a 30min wait to speak to an operator.....
I've now been referred to an engineer which has a 72h lead time so after the weekend then
Not the usual experience and not at all impressed
Utter BS , never seen a Openreach engineer or one of there Subbies with a Cherry picker yet, sound more like a cant be arsed call centre operative trying to come up with excuses for one of there cock ups.
Nope, I had the engineer out, then again the next day, then he came back with his boss (who appeared to be more like an "engineering from a desk" type, didn't look the type to be climbing scaffold).
TBH I've seen lots of BT cherry pickers, never seen an engineer up a pole on a ladder/harness. So I'm inclined to believe the story, even if it is a pile of crap, either it is my wire/pole and you've trespassed and damaged it, or it's your pole and you should fix it.
We've had a second line from them (rural broadband is pretty rubbish, so we're bonding two lines together as I WFH so I can actually do some work...) - bit of a drama due to lack of plant and double orders going in and very late cancellation when OpenReach due to visit.
But both OR guys have been brilliant. Really helpful and moved our circuits direct into our loft (used to go via Neighbours porch... long story). Plusnet have cocked up on a number of things, but they've been in regular contact and do seem to want to fix the problem. Mine is business broadband so don't seem to have to wait long for them to answer.
See what the service is like when the broadband finally comes on-line. But while they've not been entirely competent, I can't complain about their comms and apparent willingness to get things fixed quickly.
Had exactly the same scenario as above..
Openreach no show, then the run around as plusnet blame them and they blame plusnet.
Cancelled the order (which was a pain in itself).
Read online LOTS have had the exact same problem.. with some stuck into a contract paying for something that was never fitted as you only have 14 days to cancel.