3,751 Customer Reviews over 94 pages
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- Location
- Worcester
- Reviewing
- Plusnet
- Date
- 2018-09-26
- Comments
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Plusnet has become utterly unreliable - currently TRYING to report slow speeds each month. 'Trying' because they cannot be contacted. No email. No Chat. And currently (they say) 40 minutes phone wait time. (Which means it will be MUCH longer!) So, can't easily get online and can't ask for help. Stuck - and all to save a few quid and protect the senior managers' bonuses, no doubt. I'll leave as soon as I am able.
- Location
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- Location
- Worcester
- Reviewing
- Plusnet
- Date
- 2021-05-27
- Comments
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The much lauded customer service is in fact a joke. I’ve been waiting 3 weeks for a resolution to my problem only for them to now start the same (unsuccessful) corrective action as last time. The hardware is poor so expect frequent loss of signal if you are unlucky enough to be tempted to sign up
- Location
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- Location
- worcester
- Reviewing
- Plusnet
- Date
- 2020-08-28
- Comments
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utterly rubbish customer service - will start billing you straight away and then take 2 weeks to activate your line.
uk call centre maybe but good luck in speacking to someone to get action
avoid like the proverbial plague if you want to retain your sanity
- Location
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- Location
- Worcester
- Reviewing
- Plusnet
- Date
- 2016-04-24
- Location
-
- Location
- Worcester
- Reviewing
- Plusnet
- Date
- 2017-10-21
- Comments
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Absolutely atrocious broadband. Slow slow slow. No flexibility with payment date. They tell you when they're taking payment and that's it. Cancelled direct debit to manually in line with my monthly salary and guess what? They spit the dummy out like a big group of overgrown babies in baby grows and restrict my service for not having an active payment method in place. Regardless of the fact that I pay the day I'm paid by debit card. They are THE WORST COMPANY I have ever come in to contact with. The staff are cocky, arrogant, defensive, brain dead, unhelpful and completely incompetent. I have visions of 20 un educated/untrained idiots all sat on their laptops at home trying to answer the incoming queries. They make a complete mockery of the intelecom industry and should be closed down. As for other reviewers I too also experienced a situation where I moved house and they signed me in to another contract as part of the home move process. I'm considering paying the early termination to be freed from them which is over £250. That's how much I hate the company.
- Location
-
- Location
- Worcester
- Reviewing
- Plusnet
- Date
- 2018-03-23
- Comments
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We discovered that someone that did not work for our company had set up a personal Plusnet account. When we reported this they not only refused to close the account but continued to take money for a year before finally admitting via a web chat that we were in no way liable, We cancelled the payments only to have the "debt" passed to their collection agency. We have been advised that they have behaved illegally and are in the process of complaining to the ombudsman and making a claim against this outfit.
- Location
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- Location
- Worcester
- Reviewing
- Plusnet
- Date
- 2014-12-26
- Comments
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8 months of the worst internet ever if they can fix on the phone after waiting 30 minutes to get answered they will try but anything over & above this you are on your own
About to try another provider hope they Are not all as bad
- Location
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- Location
- Worcester
- Reviewing
- Plusnet
- Date
- 2018-09-06
- Comments
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My broadband has crawled to near a stop. Plusnet have closed their email contacts, their Chat shuts down whenever it gets busy, they take an age to answer the phone then don't follow through on what they promise. And then you're back to square one because there's no way of contacting them again...
Nightmare way to run a business!
But I bet their bosses bonuses keep going up which is, after all the main thing, isn't it.
- Location
-
- Location
- Worcester
- Reviewing
- Plusnet
- Date
- 2020-09-02
- Comments
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Have been with Plusnet since 2013 and unlike many disgruntled customers posting on here, I have had excellent speeds, very reliable and on each renewal have haggled for a deal. The main reason to stay is that I have heard of so many bad reviews of Vodafone, EE, Talk Talk and others that make me wary to change. Just read so many bad reviews of Vodafone that I don't want to even try to deal with the poor speeds and reliability. Using our Fast Fibre 2 gives us speeds of well over 35Mbs and we are on the up to 63Mb service. Use this to stream Netflix, iPlayer and other catch up services. The thought of buffering and losing this for the sake of a few quid needs to be considered.
Dislike the fact that you CANNOT contact them by email, you HAVE to phone them. In writing by email there is no 'He Said, She Said' nonsense but almost ALL companies ignore this yet in times of Covid-19 an email should be far more sensible than having to hang on waiting for ages. Ofcom as with most quangos are pretty toothless - they should insist a customer deals with whatever suits them - either phone or email. Especially when 90% of customers will use online services to research and renew / buy new services.
Would also advise you to buy your own router rather than use an ISP provided one. As they are usually provided for free, the quality can be poor. I have a TP-Link AC1200 dual band router with 2.4 and 5GHz speeds. Easy to connect and very rarely has to be reset.
Due to renew before 31st October and hopefully I can negotiate a deal less than the £31.99 a month currently being touted.
- Location
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- Location
- Worcestershire
- Reviewing
- Plusnet
- Date
- 2016-11-20
- Comments
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I transferred from BT last Tuesday. The phone line switched as scheduled but no internet. Plus net had not sent the router which I had paid postage for. After chasing it up, it arrived Friday. However, the line is still not broadband operative even though I was told by a customer service operator on Thursday that it would be working within 24 hours. They are incredibly bad with the call wait times. Today it is 30 mins and after filling in the chat info it just says that there are no operators available. When you do get through their operators are good and responsive but they are completely let down by the rest of the organisation. Very dissatisfied!
- Location
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- Location
- Worcestershire
- Reviewing
- Plusnet
- Date
- 2013-02-14
- Comments
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Well I have not even got connected yet and even being a pensioner has not helped with getting my phone connected until two weeks after my other contract ends. It was the same day on the website but when the order came through it was two weeks later.
- Location
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- Location
- Worcestershire
- Reviewing
- Plusnet
- Date
- 2016-12-08
- Comments
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Started off ok but got progressively slower 0.65mb down load.Did all the plug this here change that routine told they found a problem with the connection and had rectified it ye the jokes keep coming the latest is its slow because of the length of the line and I'm near the end so I have two options pay for 0.65mb or buy my way out of the contract for £120 steer clear or you will be the next victim to the sticky fingers lessnet crew.
- Location
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- Location
- Worcestershire
- Reviewing
- Plusnet
- Date
- 2017-10-29
- Comments
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Been without broadband or a phone for a week been told it will be at leadt another week. Customet service non exidtant. It is run be monkeys and not sllowed to speak to the organ grindet. They dont advertise that they are owned by BT and lets be hinest BT couldnt wipe there own backsides.
Plus net are incompetent money grabbing usless brain dead ideots.
I will have a new provider by the end of the week. Anybody who can provide will do. Dont do it run in the othet direction from this joke of a business
- Location
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- Location
- Worcestershire
- Reviewing
- Plusnet
- Date
- 2020-11-06
- Comments
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Absolutely terrible customer service. Took a month of corresponding to get broadband. Hours and hours on the phone waiting. Engineer not turning up and then after all the hassle got an email saying I was to be fined for an engineer appointment. Broadband once in is fine but if there is any problems it is a pain to contact them to sort out competently. Not a company to go for if you're a busy person.
- Location
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- Location
- worcestershire
- Reviewing
- Plusnet
- Date
- 2021-01-03
- Comments
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Was with Plusnet for many years, but there has been a real decline in both broadband reliability and customer service. The final straw came when they removed my landline and broadband in the wrong week prior to a house move and were unable to reinstate services for over two weeks. As I work as a keyworker from home, I was unable to manage without wifi. It took hours and hours of phonecalls and emails for staff to understand what the issue was; call staff were largely unhelpful and at times rude. In the end I escalated a complaint and left the service totally. I now have a portable wifi solution which is much more reliable, I would never return to Plusnet.
- Location
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- Location
- Worcestershire
- Reviewing
- Plusnet
- Date
- 2015-12-01
- Comments
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I'm having a nightmare with shocking service from Plusnet. I cancelled my business broadband and phone line account effective November 15th and paid all the termination charges etc. November 16th they send me a bill for £4.80 for an inclusive call allowance for the period Nov 16th-December 15th i.e. after the phone line had been discontinued and also beyond the original contract period. So I cancelled the direct debit. I have sent them several emails which have all been ignored and I have made numerous calls with long 30 minute waits and getting cut off. I finally got through to a more sensible person a week after cancelling the direct debit only to be advised that my "debt" that I don't even owe has been referred to a debt collection agency. i.e. no 2nd look or anything. Meanwhile my company and myself get a bad credit record because of an erroneous bill and the fact that it is almost impossible to get anyone at plusnet to listen. Take my advice and steer clear of Plusnet. They used to be a decent company but their customer service has gone right downhill.
- Location
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- Location
- Worcestershire
- Reviewing
- Plusnet
- Date
- 2021-02-05
- Location
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- Location
- WORKINGTON
- Reviewing
- Plusnet
- Date
- 2019-02-24
- Comments
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We have been with Plusnet for 7 years and the service has been reliable. Any problems they have sorted via the help lines. Our original router worked but was 7 years old so they sent a new one for £7. Installation was very easy.
We have not changed from Plusnet because it has been zero hassle.
- Location
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- Location
- Workington
- Reviewing
- Plusnet
- Date
- 2018-07-06
- Comments
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Far worst broadband company the online payments don't work straight away they also knock off the broadband without telling you even when I made a payment online the payment is classed as pending so they got the money but has not cleared I rang up about it they knocked it on but within 1 hour they knocked it back off when I contacted them again they said the internet is on but all mobiles in the house won't connect I even unplugged the router and still the phones won't connect iam leaving Plusnet because they break the contract to myself iam totally sick of it so iam leaving before my contract runs out they say they have got the payment but its pending in the system so ive got to wait 5 days the company is a joke
- Location
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- Location
- Worksop
- Reviewing
- Plusnet
- Date
- 2015-08-27
- Comments
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How do Plusnet get the good reviews!??? Waited 3weeks for fibre installing, then a no-show on the day, no call, no email. Waited 27 mins for customer service to answer to rearrange a day to be told by a rude adviser who sounded like he really didn't want to be there, that I needed to speak to "support" and its a 60min wait time. Wow great start, come back bt all is forgiven
- Location
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- Location
- Worksop
- Reviewing
- Plusnet
- Date
- 2023-01-09
- Comments
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They are the worst company ever avoid they if they a agree something they do quite the opposite do yourself a favour say away from this terrible company all they are after is your the customer service is total terrible rude and tasty staff don't think about its customers DONT GO NEAR THEM AT ALL
- Location
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- Location
- Worksop
- Reviewing
- Plusnet
- Date
- 2018-05-25
- Comments
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Best service and speed I have ever had
- Location
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- Location
- Worksop Notts
- Reviewing
- Plusnet
- Date
- 2020-12-15
- Comments
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Beenon the phone over an hour. Passed to different departments . Final call nobody answers. Trying to connect smart tv to internet not happy.
- Location
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- Location
- Worthing
- Reviewing
- Plusnet
- Date
- 2019-03-08
- Comments
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Moved home but somehow they managed to put me on a different package for a phoneline only! 10 days later and still have no internet. Some of the staff are helpful but sone come across as being upgrade crazy..which i think is what happened with me, someone tried to upgrade me and cocked it up. The internet speed has always been stable in the past so no problems here but this has really put me off. Looking for another provider.
- Location
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- Location
- WORTHING
- Reviewing
- Plusnet
- Date
- 2018-08-24
- Comments
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Had them for 5 years. For 2 years we have ADSL with speeds of 11mpbs, which good but we needed faster internet. So we decided to get Plusnet Fibre extra. Its been amazing can't remember last time it went down, speeds of 75mbps and brilliant customer service.
- Location
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- Location
- worthing
- Reviewing
- Plusnet
- Date
- 2017-05-03
- Comments
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Been with Plusnet a year. Unreliable internet and poor customer service.
Its never their fault. Although they never admit to slowing you down they will admit speed has "dropped" when you complain and raise it as if they are doing you a favour!!!!
Plusnet very prone internet "gremlins" apparently, which are customers fault!
Don't cough or flush toilet basically or your speed may drop!!
I was pleased contract ending! Phoned to advise I wouldnt be renewing and was told I was too early by a few weeks to give notice and would face an early "cancellation fee" and if I didnt pay I would be threatened with debt collector! Only phoned them to enquire.
Conversation went from enquiry to possibility of owing them money, to debt and adverse credit ratings in 5 minutes flat!
I phoned customer services again and complained and got an appology and was advised that I needed to give notice on 18 April 2017!(14 days)
I phoned 18 April and said I was not renewing. Whereby they advised me best not to cancel (as I would incur reconnection charge with my new provider) Advised best to ask new provider to use switching service.
"OK" I said "you sure this is the best option?, no more hidden charges from Plusnet? No rollover contracts?"
"NO NO NO" they assured me.
Surprise surprise. My new service with my new provider goes "live" tomorrow and Plusnet have billed me for a further month!!!
|I phoned and they told me they will reimburse me when new provider goes live tomorrow!
I dont believe a word of it!
How does my contract with Plusnet coming to an end result in me being charged for another month, without any discussion or consent!!
They are so sneaky.
Extricating yourself from Plusnet is worse than negotiating Brexit!!
PLEASE AVOID PLUSNET AT ALL COSTS!!!!
- Location
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- Location
- Worthing
- Reviewing
- Plusnet
- Date
- 2016-07-05
- Comments
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My 2 year prison sentence, (the minimum contract) is over! Yippee!
I have never had such a shoddy service. Their website isn't clear, (try communicating through 'tickets' as they call them or as I call them...COMPLAINTS!), appalling service being called, 'dude' and 'buddy' as a business customer! Oh and what is the fuss about Yorkshire? They seem to rattle on about it a lot. What has come out of Yorkshire? A load of people moaning about a cutlery factory that shut down years ago! Glad I have left, had 2 years of slow service and no one was interested in putting it right. Copper wires from a green cabinet to the house are not fit for purpose. I suggest you all go onto cable!
- Location
-
- Location
- WORTHING
- Reviewing
- Plusnet
- Date
- 2017-05-01
- Comments
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SUFFERED A WHOLE YEAR WITH PLUSNET.WHAT CAN I SAY. TOTALLY TERRIBLE IN ALL ASPECTS. UNRELIABLE, SLOW BROADBAND.
CUSTOMER SERVICE AWFUL, WHEN YOU EVENTUALLY ARE ABLE TO CONTACT THEM.
GIVE PLUSNET A WIDE BERTH IF YOU VALUE YOUR SANITY!!
- Location
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- Location
- Worthing West Sussex
- Reviewing
- Plusnet
- Date
- 2016-10-14
- Comments
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Wi-Fi constantly dropping out. Contacted customer services told 40 minutes wait for phone contact. Tried online chat. Was told if I signed up for new contract they would supply new router. Have an 18 month contract but their router is only guaranteed for 12 months. Told me I could get a new one for £100 (when you check their website they tell you their free router is worth £40 !! not happy BT tell me their router is Garanteed for life of contract. Guess where i'm going in January ??
- Location
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- Location
- Worthing/Steyning
- Reviewing
- Plusnet
- Date
- 2018-05-04
- Comments
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The most horrendous ‘customer service’ I have ever received. Moved home which required an engineer to set WiFi up at the new address waited in on two occasions both times they visited the old address even though new address confirmed on every single phone call ever made to them. All but one person I spoke to was rude & told me incorrect information, even put my calls back in system to be answered after telling me they were putting me on hold. I’ve had no WiFi for 3weeks I’m still paying for the service & paying £65 a time for a engineer. Now I want to cancel they’re charging me £128 or I can pay for a third engineer, a moving fee & start a new contract to remain a plusnet customer. AVOID AVOID AVOID!!!!
- Location
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- Location
- Wrexham
- Reviewing
- Plusnet
- Date
- 2015-06-25
- Comments
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Broadband speed has got slower and slower, now averages .69 download speed. But I cannot contact PlusNet - 30 min wait on phone, online chat not available and no possibility to email them. It is intolerable.
- Location
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- Location
- Wrexham
- Reviewing
- Plusnet
- Date
- 2018-11-08
- Comments
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Absolutely shocking service, took the day off work for an engineer to fix fault with line. Nobody turned up. Phone line and broadband still down, 8 days later. Unacceptable service. The worst.
- Location
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- Location
- wrexham
- Reviewing
- Plusnet
- Date
- 2017-09-29
- Location
-
- Location
- wrexham
- Reviewing
- Plusnet
- Date
- 2017-06-01
- Comments
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Well looked at all the review after ordered plusnet and I must say that my broadband is fine and fast and does what I need it to do, firestick phone laptop no blips on a normal broadband unlimited for £20 I'm happy with my broadband and me and my partner have been with a few and they are rubbish! But this one has been the best for us. Home move was free even though I just signed up to a diff adress and the customer service well was a pile of rubbish but other than that me and my partner are happy
- Location
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- Location
- Wrexham
- Reviewing
- Plusnet
- Date
- 2016-07-06
- Comments
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Worst service ever, never respond to any emails, don't return calls when they say they will. Booked an engineer 3 weeks ago to come out on Monday, no show, turned up on Wednesday without notice when nobody was at home and now wants to bill us, oh and they never answer the phone.....take my advice, do not touch them unless you like the worst service imaginable.
- Location
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- Location
- Wrexham
- Reviewing
- Plusnet
- Date
- 2021-11-09
- Comments
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Honestly hands down the worst company We’ve been with at least the other companies told the truth when they messed up, plusnet will saying it’s your router or wires or location when in fact they’re the issue, had a new router fitted a day ago after our Wi-Fi was down for 2 days, cause that’s the “issue” after an engineer with plusnet reviewed it, next night down once again, god awful.
- Location
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- Location
- wyke Bradford
- Reviewing
- Plusnet
- Date
- 2018-11-01
- Comments
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shocking broadband really slow buffering all the time customer service shocking takes 30 plus mins to get through when u call takes weeks to get the problem fixed been on going for 8 months now they have the cheek to want my money every month on service i dont get
- Location
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- Location
- Wythenshawe
- Reviewing
- Plusnet
- Date
- 2024-03-14
- Comments
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Terrible service. Toxically cheerful and folksy customer service are unable to follow through on any of their promises. Internet service is slow when its needed (afternoons and evenings as I work for a US company). At other time its vaguely about the right speed but useless for videdo calls and conferences. The ONLY reason I signed up was because they allegedly had speed. They did not. AVOID them!
- Location
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- Location
- Yate
- Reviewing
- Plusnet
- Date
- 2022-07-17
- Comments
-
While plusnet has good reviews, they are yet to offer FTTP. If you have FTTP like I do (no copper anymore) then you will need try someone else.(which is strange since they are part of BT and BT clearly offer the same). Sales said sometime in 2022 but could not tell me when.
PS It would be good if this sites like this modernised to include FTTP and broadband only deals.
- Location
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- Location
- yatton kenyell
- Reviewing
- Plusnet
- Date
- 2020-02-03
- Comments
-
What a load of absolute rubbish!
-the internet keeps cutting in and out!
-the router isn't powerful enough for all our devices in my house!
-cant get a signal anywhere even know its in the middle of the house!
-its a absolute faf to start up then its stops working!
Plusnet is the worst internet provider ever!
- 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.