Plusnet - recent experiences 20 August 2021 at 12:22PM in Broadband & internet access 6 replies 159 views

Pagw

Hello, it's coming up to time for me to get a new broadband deal and I see that MSE has put PlusNet as a top pick. I was wondering has anyone had recent experiences of dealing with their customer services, and if so how did it go? I'm likely to move home in the next couple of months, so I want to feel confident that the connection would be moved smoothly and any problems could be resolved fairly quickly. I'm a bit put off because last year I tried moving to them, but still hadn't received a router one day before the connection was due to change over and couldn't get through on the phone or get a reply from their Twitter help account, so I got my existing provider to cancel the switch. I don't know if they've got their act together since then? I see some posts complaining about particular experiences, but I don't know how representative these are. Thanks very much if you can give any useful information.

wongataa

You can always use your own router with Plusnet.  No need to worry about theirs turning up then.

Swipe

I've spoken to Plusnet customer services a few times over the last few weeks due to moving house. I cancelled the contract at my old house and upgraded the existing adsl contract in my name to fibre at my new house. Both went well without any problems. I've been with them for about 12 years now and always found them pretty good.

Neil_Jones

Pagw said:

Hello, it's coming up to time for me to get a new broadband deal and I see that MSE has put PlusNet as a top pick. I was wondering has anyone had recent experiences of dealing with their customer services, and if so how did it go? I'm likely to move home in the next couple of months, so I want to feel confident that the connection would be moved smoothly and any problems could be resolved fairly quickly. I'm a bit put off because last year I tried moving to them, but still hadn't received a router one day before the connection was due to change over and couldn't get through on the phone or get a reply from their Twitter help account, so I got my existing provider to cancel the switch. I don't know if they've got their act together since then? I see some posts complaining about particular experiences, but I don't know how representative these are. Thanks very much if you can give any useful information.

The only "issue" you may have with Plusnet is if you agree a discount (usually by phone) the system has a habit of forgetting about it.  If its applied online its normally okay.

Also you don't need their router.  The Plusnet One router a rebranded BT Home Hub 5 so if you're coming from BT you don't even need to change it.

Pagw

Thanks. Re the router - I just didn't have a spare at the time. Plus if they couldn't manage to post it, it seemed like they weren't very reliable. But I'm wondering about their customer service more generally at the moment - I just wouldn't want moving to be even more stressful because of it.

Neil_Jones

Aside from the issue I've already mentioned, not a problem.  I've been with them now for six years this stretch, five previously (as I moved away due to a better deal, then moved back again) and my parents have been with them since 2007.  Service in both regards aside from the above... rarely had to speak to them apart from when the billing system forgets stuff.

Remember Plusnet is owned by BT but run at arms length and they can (and often do) undercut their parent company.  Like all companies there is occasionally a wait on the phone at peak times but if you can call relatively "off peak" (ie not when everybody else is calling, so outside of mainstream "stereotypical" weekdays 9-5 for example) you can usually get through to somebody.

brewerdave

Been with Plusnet for 13 years; a few minor glitches but generally OK. Recently negotiated a new deal for fibre to replace ADSL as they had stopped offering advanced line rental saver, and actually got a better price for 18 month deal than the previous 2 year deal. Got thru on the phone easily to discuss. Also it appears as if their own forum is operating better with more input from PN staff.