3,751 Customer Reviews over 94 pages
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2019-01-05
- Comments
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I have finally managed to solve my problem regarding poor fibre speeds seven months after moving into my new house. It has taken countless phone calls to CS and them failing to call back to arrange an engineer who diagnosed the problem in 5 minutes.
The CS is dreadful and I’d avoid plusnet at all costs and will leave as soon as I am able.
- Location
-
- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2015-08-25
- Comments
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Plusnet has one of the worst customer service in UK: loong waiting, no email communication, no postal. Whilst it provides an average service at a good price. So if you never ever need to call them (or if you have hours to spend on the phone), it is fine.
- Location
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- Location
- Lancashire
- Reviewing
- Plusnet
- Date
- 2023-08-01
- Comments
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We did not get the cash voucher promised when we signed up as payment failed going through to Plusnet on a switch site then on their site. It had to be done on the phone. First on a switch site £70 and on their own website offered £50 voucher. We expected a voucher would arrive within a few months but it didn't. The main person at home is elderly so it was forgotten. I was told by staff that after 3 months we could not claim it (as it was 'third party') - same answer even if offered on their site. Internet reliability and speed is average. Staff online are ok but you wont get your money back!
- Location
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- Location
- Marlborough, Wiltshire
- Reviewing
- Plusnet
- Date
- 2023-01-02
- Comments
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Spend the money on a ‘big boy’, because this will consistently let you down…
Have been a customer for 6 unfortunate years. When previous contract expired, was given option to upgrade broadband capacity for a good rate - I should have known it was a lie. My WiFi is actually worse now than before. And customer service is non-existent! Really disappointing, bad value.
For example: I’m watching a film currently, and every 15 minutes the sound cuts out, then the screen freezes. I have to turn back a few minutes (if it will let me: otherwise exit and re-enter altogether), knowing it will happen again in a few minutes.
Not my problem if they regularly cannot meet the guaranteed MINIMUM speed we contracted.
Freeview is much more reliable; so if you can receive it - USE IT!!!
- Location
-
- Location
- Essex
- Reviewing
- Plusnet
- Date
- 2018-10-18
- Comments
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The broadband was ok, nothing special. I changed providers for a better deal and have had nothing but problems since. The wait to speak to someone on the phone was almost an hour, they didn't sort the problem and I'm still getting bills and demands for money 6 weeks after closing my account. Absolutely useless customer service
- Location
-
- Location
- Bromley
- Reviewing
- Plusnet
- Date
- 2016-10-16
- Comments
-
I've been a PlusNet customer for a few months. It's been fine - it's a cheap deal so I don't expect much. I'm getting ~7-8mbit consistently which is all I need. I'm a gamer, and latency is much more important to me than bandwidth. Last Sunday latency shot up from perfectly acceptable sub-100ms levels to near 2000ms, which is literally the difference between life and death in online gaming. I stopped playing and got on with my life, assuming it was a one-off (it was fine again on Monday).
Today, the following Sunday, exactly the same has happened - latency is up to 2000ms again and gaming is impossible. So I tried to make contact - the online chat is disabled, there's no email address anywhere on the website for tech support, and when I phone the recorded voice tells me that "due to high call volumes" (sure, Sunday afternoon is peak time) the wait is around 45 minutes.
I don't have 45 minutes spare to wait to speak to them. This is unacceptable. As is spiking latency to 2000ms every Sunday without explanation or apology. Sunday is a day of rest - and gaming. If this is planned maintenance (and Lord knows what else explains it), they should do it on a weekday when we non-business customers are all out at work.
And if the online chat facility isn't working, they should provide an email address so that customers don't have to leave their grievances on public websites.
- Location
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- Location
- Plaistow
- Reviewing
- Plusnet
- Date
- 2017-12-16
- Comments
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I’m not too sure if it’s due to the area, but my WiFi speed connection is very slow. Sorry but Plusnet you guys are doing a poor job on supplying us broadband.
- Location
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- Location
- Motecambe
- Reviewing
- Plusnet
- Date
- 2021-07-14
- Comments
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I took out a fresh 18 month contract and was told by the agent it was fixed at £25 no increase due to CPI, RPI etc. I asked for a confirmation email and after recieving this I commenced with the new contract. Roll on a few months and they increase my contract by the CPI and rpi. I complain and they ring to to tell me sorry the advisor was wrong and I could have £25 as a sorry. I explained that wouldn't cover next march's increase and why should I have to pay for their mistake. Only to be told that's as good as it's getting and I would have to now go into to deadlock and speak to the ombudsman. It's not even the money it's the principal. Disgusting company with underhand illegal selling practices. They should be fined for such lies. They used to be great until BT took over, now they're too big for their own good. This is the last time BT or Plusnet will get my custom. YOUVE BEEN WARNED READ 1000'S OF COMPLAINTS!!!
- Location
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- Location
- Bridgwater
- Reviewing
- Plusnet
- Date
- 2019-10-09
- Comments
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I switched to Plusnet 3 months ago and it took them around 2 weeks to sort out all the problems, so I could finally had a slower internet. Then I moved my house, and I have been waiting for almost 1 month now for Plusnet to sort out the internet at my new home, last thing they said today was the day that it would be fixed, and now they say "there's a centralised problem with the telephone exchange". I don't believe one single thing they say, don't recommend them. My plan is now to switch to my ex internet service provider.
- Location
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- Location
- West kilbride
- Reviewing
- Plusnet
- Date
- 2016-12-27
- Comments
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Awful broadband connection which constantly drops. Customer service is an oxymoron. The introductory welcome begins with " R you aright, mate? " delivered in a low decibel monotone interspersed with long silences. I'll be switching at end of contract period. There is a real problem at the heart of this business.
- Location
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- Location
- OXFORD
- Reviewing
- Plusnet
- Date
- 2022-02-18
- Comments
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I decided to swop providers based on the excellent reviews by 'Which' which is usually my gold standard. I run a business and essential to have a smooth transition. smooth it has not been, it has been the worst experience I have ever had with a provider.
There was initially a four day delay in my getting any internet provision at all, I was cut off from my original supplier four days before the new router was sent out. This was a nightmare, I was trying to run my business including already set up online meetings , plusnet simply said that it was on its way. What a shamble!
It was not an easy process setting up the new system although to be fair the support line was excellent.
I had hoped then to put there behind me and move forward with my new system, this has not been the case, each day wince the set-up I have had periods in which I have been unable to access internet, this in random and several times in the middle of an online meeting.
I have reported this and am told that it is being investigated and nothing more they are able to do until they find the fault.
This is a total shambles and I have asked if I can return to my old supplier, I am told that this will be a breach of contract and I will be required to pay a fee of over £100.
I am beyond words, all I can say to anyone reading this review is do not go near this provider, they are simply the worst.
- Location
-
- Location
- Aberdeen
- Reviewing
- Plusnet
- Date
- 2017-12-06
- Comments
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Atrocious customer service. If a human being can answer the phone at my national banking service within 3 rings, why does it take Plusnet 45 mins plus? And their Live Chat is never available as there are no customer services representatives. Appalling. I'd like to query my last bill but I can't because I can't contact anyone.
- Location
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- Location
- Brampton
- Reviewing
- Plusnet
- Date
- 2020-07-10
- Comments
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I joined plusnet becasue of their customer service. I have found this to be adequate if not brilliant until now. An increasingly abysmal Email service gave need for me to call them. My first call was cut off, and they didnt bother calling back, and now there is no online or phone support available. My Email isnt working and therefore I have no effective service. Pandemic or not this is not acceptable
- Location
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- Location
- London
- Reviewing
- Plusnet
- Date
- 2018-12-07
- Comments
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Used to be good and work fast. The past few weeks it’s been extremely slow and it’s ridiculous. Moving networks.
- Location
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- Location
- East London
- Reviewing
- Plusnet
- Date
- 2018-03-10
- Comments
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I have been with Plusnet 18 months and I rarely had to contact them. The Internet slowed at peak times, I had the medium speed package. The prepay line rental was a bit of a rip of as it kind of meant you stayed with them longer as the broadband was 18 months and the line rental discount 12 months. But at the time I moved it was still a reasonable deal.
Now however, they have more customers they are treating existing customers poorly. I waited an hour for a new deal, despite saying they treat existing and new customers the same, in reality they don't. When I questioned why should I stay when they weren't offering me a good deal, I was told you don't have to stay with us! So with customer service like that I didn't. SSE offer better deals to existing customers and for super fast broadband, line rental and calls I am only paying £2 more than medium broadband, line rental and calls. Use a comparison site! Plusnet have dropped standards and are greedy for money than customer service now!
- Location
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- Location
- Surrey
- Reviewing
- Plusnet
- Date
- 2015-11-03
- Comments
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I signed up with Plusnet last August for phone and fibre broadband after seeing the 6 months free fibre offer - what a mistake! Due to a 'systems error' their end we were without any broadband for over 4 weeks, and another 3 and a half weeks before we got fibre. Twice engineer never showed up having organized work days so could be at home. Appalling service, long time delays holding on phone and online chat service couldn't help. Be warned and avoid!
- Location
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- Location
- Clitheroe
- Reviewing
- Plusnet
- Date
- 2018-12-08
- Comments
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Very very poor customer service. Switch my ISP from Plusnet to another provider, after 3 weeks of delays they swopped over and then immediately scrubbed all my emails - hundreds of them with no chance of getting any of them back. Terrible
- Location
-
- Location
- Pinner
- Reviewing
- Plusnet
- Date
- 2019-01-19
- Comments
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Avoid at all costs.
started a broadband contract with them on the 4th January. Usually it id a matter of just setting up a router and the company swap everything over from the previous company. not plusnet.
Even though i managed to get the broadband up and running on the 5th, i had no router, so i had to pay £70 for my own. router finally turned up 2 weeks later.
Also they did not contact my previous supplier sky, so i am paying £45 a month on top of my plusnet contract.
i try contacting them but there is no online chat. you spend 30 minutes waiting on the phone only to be transferred around or cut off!!
avoid like the plague
- Location
-
- Location
- Reviewing
- Plusnet
- Date
- 2020-03-14
- Comments
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Absolutely horrendous Broadband I’m that annoyed I’ve had to make another Review. For the past few months of being with Plusnet there have been nothing but bad, the customer service is awful and not helpful at all, the connection is unreliable and usually only reaches speeds of 8-10mbs (megabytes per second) and I can barely even browse and search with the Wi-Fi with ought being disconnected. I cannot remember one time where the Wi-Fi was at least “Decent”. This Broadband needs to be shutdown and that isn’t an over-exaggeration either look at the rest of the reviews. My main advice: Do not waist your money on this crappy broadband- Is not worth it
- Location
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- Location
- Swindon
- Reviewing
- Plusnet
- Date
- 2021-10-28
- Comments
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I signed up to a Plusnet broadband deal for 18 months. It was installed by a openreach engineer who made a terrible mess of things. Mainly to my next door neighbours outside telecoms cable box. They didn’t have WiFi for a week after the engineer cut through cables in the box and also one cable in the exchange box at the other side of the street.
My WiFi worked fine for three and a half days then stopped. I phoned Plusnet and they said it could take another two days for someone to look at what has gone wrong. After a few hours of wondering why I was paying for a service that was not providing a service I called Plusnet again and cancelled my contract.
I expected a much better stable broadband connection.
- Location
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- Location
- Lancashire
- Reviewing
- Plusnet
- Date
- 2020-08-24
- Comments
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I urge all Plusnet customers to always check their statements to make sure they are not being over charged. Also when leaving Plusnet, if you are not in a contract, make sure they do not charge you an early cancellation fee.
After being a loyal customer of Plusnet for seven years, we found that we had been over charged for the last seven months before changing providers and charged an early termination fee, despite NOT being in a contract. We were charged £102.10 termination fee and over charged £149.47. In total £251.57. Not a small amount of money for some!
The reason for this horrid overcharge was because we decided to ring Plusnet in October 2019 to see if they could give us a better deal. We were going to sign up to an 18 month contract, saving us £6 per month, but at the last minute on the phone we decided against it. This was because they offer far better deals for new customers, which feels wrong as we had been a loyal customer for many years.
So on this call (which was recorded) we asked that the new contract which we almost signed up for was cancelled/deleted, as we did not want it. The customer service representative said he would cancel it on the phone, but he did not. In fact we were then charged a ridiculous high monthly fee for the same broadband phone deal, plus we were paying the monthly line rental saver. We were being charged twice for line rental and a one off charge of £18.99 in Oct 2019 for goodness knows what?
After many months, speaking to many different people at Plusnet, all promising to sort it out, we got this money back. But it took numerous phone calls, the threat of going to the ombudsman, the threat of using the recorded conversations. It was a horrible ordeal.
When speaking to any company (Record the conversation and make sure they know you are recording it for your own records). Check statements and always make sure there aren't any sneaky charges thrown in.
This money was NOT easy to get back, I doubt we were the only ones struggling to deal with this company, I would imagine others are going through similar.
They conveniently lost the phone conversation which proves we did not sign up to the deal they charged us an early termination fee for. Although we offered to send our recording to them, they said people are not supposed to record conversations without their knowledge. Convenient!
So now YOU have the knowledge, record them! Tell them you are recording them and cover yourself, as they will not cover you, only themselves.
I find the customer service at Plusnet is now tragic and barely worth a damn. Not a patch on what it was years ago. They are not a company we would ever touch again, a horrid experience.
But we are thankful to the last person who did finally deal with our issue and make sure we were refunded. One good egg in a packet of rotten ones.
- Location
-
- Location
- Northumberland
- Reviewing
- Plusnet
- Date
- 2017-02-04
- Comments
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Terrible cutomer service, their guide states payment dates will be the same as date of activation. Now BT Plus Net has seen fit to move this date against my wishes. Contacted the wonderful love you back Plus Net and asked their cutomer service to move the payment. Told this is not possible (argument, Plus Net person moves date, Plus Net person moves it back)So advised I will take action to move my payment date away on the end of the contract. Loving you back Plus Net cutomer service persons response "Your choice". I will BT Plus Net (It's funny kind love you back)
- Location
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- Location
- Wells
- Reviewing
- Plusnet
- Date
- 2016-01-03
- Comments
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Shambolic service. To cut a long story short Plusnet failed to send a router on time. They failed to connect my broadband on time. They failed to inform my existing supplier that I was moving to them. Their customer service wait times often run to an hour and their 'Live Chat' is unavailable for hours at a time. They have cost me hundreds of pounds and I wish I had never transferred to them.
- Location
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- Location
- Preston
- Reviewing
- Plusnet
- Date
- 2020-06-16
- Comments
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Do not trust this awful company.
I was unhappy with Plusnet, because they always used to call with better deals and appreciated your custom and that is why I originally stayed loyal to them. After many years of being on contracts, I had foolishly allowed a contract to lapse, no call or email from Plusnet with an offer for a better contract and I was paying full price plus paying the line rental saver.
when I realised I was paying over the odds for my broadband I gave Plusnet a call. They offered a rubbish package with only a £5 saving for 18 month, in fact they first tried to tie me in for 24months, which was no good as new customers get a far better deal with line rental saver thrown in.
I almost went for it, but after a quick discussion with my husband, we decided against it.
I asked the representative to not to go ahead with the 18 month contract and cancel it as I felt I would prefer to leave when the line rental saver was almost up and not be penalised for leaving.
I have this call recorded thank goodness!
I have just received a bill for £102. They told me I was signed up to an 18 month contract! So even though they could see I was not receiving any reduction on my bill, they charged me the same amount as a non contract customer, then they have gone ahead and penalised me for leaving.
Off to the Ombudsman I go with my recording! I am disgusted with them, daylight robbers.
This company went downhill many years ago, poor customer service, rude staff, drop outs in connectivity, higher prices. I did not want to stay with them any longer, I think they are despicable trying to take penalty payments for a contract I was never on, never benefiting from any reduction in price, they are scoundrels.
If I was elderly, this would still be happening. You would think companies would tighten down on this bad practice, especially during the Covid tragedy. Yet they would seek to rip off a loyal customer of seven years.
I repeat, Do not trust this awful company.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2020-11-11
- Comments
-
Worst start ever to a broadband package. Fed up with TalkTalk & didn't want any TV package so decided to give this a go instead of sky bt etc. Was assured would have no break in coverage but as well as being told I would change over on 6th Nov it then ended up being the 10th I was left a whole day with no broadband, really unhappy as had asked about this in advance of signing up. When I rang Customer Support the girl I spoke to after a very lengthy wait was rude and patronising and highly defensive about the fact my service wasn't active, she then said she'd transfer me to speak to someone about it and I was put back into another queue, I just hung up! It finally went on at 19:30, a whole day of work lost. The installation was a nightmare, router kept going off, took ages to reset passwords, change wireless name etc, laptop & printer connected but all mobile devices wouldn't work then had to reset router more than once and do everything all over again. I tried twice to call CS and was just in an endless queue, I tried a separate number that I found for Technical Help and it had the very same menu so I think I just lost my spot in the first queue just to rejoin the same thing on another number. Finally got everything sorted without help from PN, broadband was slow at first but now seems to be stable. Hub info online has removed all the device names I set so have to redo them all again for the third time. Really not impressed but hopefully the service will be stable from hereon and I won't need to call them again any time soon.
- Location
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- Location
- Falkirk
- Reviewing
- Plusnet
- Date
- 2019-04-30
- Comments
-
Firstly my connection date was moved. Secondly they then failed to connect me. When I called they pressed a magic button and connected me saying they didn't know why I had not been activated. Gee thanks. Despite being finally connected, I could not get my router working and then on the phone had to agree to a potential charge to get an engineer to come out and look, even though I had already paid one of these to be connected (apparently this is for connecting the house outside, not making sure you can connect inside). They stated that if an engineer came out and the fault was found to be an internal one in the house I would have to pay a fee. I had to agree as without an engineer coming to look I could not connect my internet no matter what was causing it, but I made it very clear that my agreement was made under duress. I then found my router did work, but not through the connector they sent. They sent another. finally connected , the speed was dire and latency horrendous. Ended up being manually talked through over the phone how to select and change channels and find one that had a reasonable speed, none of which came close to the levels of speed they should. Router was feeding back that it was not doing as it should and was sent a new one.
This company does the minimum, the customer service is a joke, you end up fixing your own problems and having to do technical stuff over the phone to get it sorted. When I went with Virgin, there was no engineer fee, the engineer came into my home and set everything up and made sure I was up and running before they left. Plusnet make the customer run rings, forget to connect you even though you wait in all day, several days to get connected and sort things out at your end, and in a friendly customer service voice say, oh don't know whay thats not been done, I'll do it now. No elderly or non technical person not understanding latency and ping determinants etc would have stood a chance. I was not happy, this is not customer service. I got an independent person in to sort it. The signal to the router is as it should be with the guaranteed speed. However, be warned as the speeds from the router to the rest of the home (which are not part of the minimum speed guarantee) are a joke and my computers are now hardwired, although they still do not get the full speed. The whole set up wasted an inordinate amount of my time and phone calls, stress and having to do technical things. Disgusted with Plusnet.Cannot recommend. They certainly didn't do me proud.
- Location
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- Location
- Westcliff on Sea
- Reviewing
- Plusnet
- Date
- 2015-02-26
- Comments
-
I have just left Plusnet after 13 years. I thought there customer service was good until today.
They are going to charge me a £30 cessation charge. A charge that was not invented when I joined all those years ago and certainly not in my original t&cs. Hopeless on the phone they don't even understand the point I am making . I don't recommend this company after this mugging which will end up in the small claims court.
- Location
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- Location
- Aberdeenshire
- Reviewing
- Plusnet
- Date
- 2018-01-10
- Comments
-
Webmail barely works. Customer service unhelpful. Wifi cutting out daily. Lucky to get 1MG download.
- Location
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- Location
- Belfast
- Reviewing
- Plusnet
- Date
- 2018-09-17
- Comments
-
was very happy with Plusnet up to 2 months ago, now i can not watch anything online. pages keep crashing, has got so slow and unreliable. as for getting in contact with them, easier to chat to God, canceled my BB with them and have now gone elsewhere. just 3 weeks of their rubbish service till new BB starts up. roll on the 1st of October
- Location
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- Location
- Dorset
- Reviewing
- Plusnet
- Date
- 2016-02-18
- Comments
-
Let's be honest, all big telecos are dreadful but these guys make a big thing about their customer service and that was one of the reasons we chose them. Well, my experience was that they were equally if not more terrible than the rest.
- Location
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- Location
- Birmingham
- Reviewing
- Plusnet
- Date
- 2016-03-24
- Comments
-
On a number of occasions recently our router which is only a couple of months old has randomly reset itself and I asked Plusnet to send an exchange unit to sort the problem out. The response was to suggest I find another Plusnet user and test the unit myself on their line as until I could categorically prove it was the router they were not prepared to help. Probably the most unhelpful customer service experience of my life and no wonder they get such poor reviews. Pity 0 stars is not an option.
- Location
-
- Location
- Hadleigh
- Reviewing
- Plusnet
- Date
- 2016-11-20
- Comments
-
I recently switched to PlusNet, swayed by the price of the service. This was an error as PlusNet left me without a service due to ordering errors via their parent company, BT. This can, of course, happen but the attitude of the customer service people since has been appalling with poor attention to resolving the issues and an even poorer approach to maintaining contact with me. For example, it would seem that the firm are unable to call me to provide timely updates which is quite astounding given that they are a communications company! Frankly, I would give PlusNet a wide berth.....
- Location
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- Location
- Shipley, West Yorkshire
- Reviewing
- Plusnet
- Date
- 2015-09-16
- Comments
-
Though I was offered an upto 16Meg line in fact speed was clearly limited to 12. I had 16 from previous and subsequent providers.
On leaving I am having a nightmare with their customer services where, in spite of their agreeing I am due a refund I haven't had it for months and they are chasing me for money they agree I don't owe. God knows why they're rated for customer service as calls to them are never answered in less than 15 minutes and it has become clear their front line staff are unable to resolve problems due to poor procedures.
- Location
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- Location
- Preston
- Reviewing
- Plusnet
- Date
- 2018-01-15
- Comments
-
I joined plusnet 12 months ago and was told to ring back this week to see what deals or offers where on. I explained that we hoped to retire this year and was told that would not affect anything . Today I ring up to find out what deals there are , explain about possible retirement again, told 2 year deal only with penalties if you leave early no discretion for retirement because anyone could say that !
- Location
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- Location
- ETCHINGHAM
- Reviewing
- Plusnet
- Date
- 2018-12-04
- Comments
-
Worst customer service I've ever received. Unless your purchasing a product as a new customer you have no chance of getting through on the phone.Currently writing this to pass the time whilst on hold. I have been told I will have a 5 minute wait that was 20 minutes ago. Gave up after an hour the other day, simply appalling.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2018-11-16
- Comments
-
Absolutely rediculous! I signed up with Plusnet and paid for installation. As soon as I paid, they move the installation date back and say there's no availability on the date that I booked it in the first place! Seems like all they want is your money and don't actually care about their customers in reality. Oh, and if you want to speak to customer service to try and resolve anything, don't bother! You'll just be waiting in a long queue and your problem most probably won't get resolved.
- Location
-
- Location
- Heywood
- Reviewing
- Plusnet
- Date
- 2022-12-07
- Comments
-
plusnet have terrible customer service. I was without my landline for four weeks which I rely on heavily to communicate with elderly relatives who I care for- and now to add insult to injury Plusnet have disputed that I had no landline service so that they can get out of paying compensation even though it was clearly logged at every call to them to resolve the landline issue. I would not recommend them and its a shame that their customer service is so dreadful.
- Location
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- Location
- Manchester
- Reviewing
- Plusnet
- Date
- 2018-09-21
- Comments
-
Just took £10 extra from my bank on Phone 45 minutes messaged no reply online chat no reply finally told I am not in contract any more. Tv ad says it will never go up while in contract it did then got email all through contract but not this month not to be trusted believe me.
- Location
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- Location
- Edinburgh
- Reviewing
- Plusnet
- Date
- 2020-09-28
- Comments
-
Not notified that contract has come to an end . Was paying £12.99 in 2018 and paying £30.98 currently..Existing customers are not rewarded for loyalty instead they are penalised ..
- Location
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- Location
- South Bham
- Reviewing
- Plusnet
- Date
- 2016-03-07
- Comments
-
PlusNet are the Matalan of Boradband. Cheap and cheerful and if everything is ok you will be fine. Unfortunately you csnn NEVER get through to them if you have any issues at all. Yes they are cheap...but for an extra £5 a month..go to a provider who you can get hold of. Is it worth having a lot of stress and aggravation for saving yourself £5-£10 a month?? that's the question you have to ask yourself. Avoid plusnet IMO.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.