Plusnet Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Plusnet.

Recent Customer Ratings for Plusnet

  • Satisfaction
    3.2 stars
  • Customer Service
    3.5 stars
  • Speed
    2.9 stars
  • Reliability
    3.1 stars

Based on 4345 customer ratings since 2020-06-19 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,379 Customer Reviews over 85 pages

  • Reviewer
    Location
    Salford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have initially written the review on Trustpilot but thought I will put this on here as well.

    Avoid at all cost - for home broadband service. Broadband speed slow and intermittently dropping out (no connection for hours on ends). Issues worse past few months. Also, very bad router provided - keep breaking and need replacing by Plusnet (which usually take ages to arrive, leaving me without internet). Very bad customer service. When I ring to try to sort out connection issue, always been told that they can't see any fault on their end. The internet connection was clearly not working then. They then 'offer' to send out an engineer, but threatened to charge me if they can't find any fault or the fault fall within my property parameter (including issues such as faulty router provided by Plusnet or Openreach facilities within my property parameter). Despite not providing paid service (home broadband), Plusnet does not allow me to leave without paying an exit fee. I have not change any of my internet/router set up - never have any problem with other providers.

    When ask to speak to the advisor's supervisor, I had been told that the supervisor is too busy to speak to customer. I was also told there is no way to raise a complaint. The advisor also refuse to tell me the exact date that I can leave Plusnet without incurring an exit fee - ask me to ring again instead. Every phone call to Plusnet involves >30mins of waiting time!

    Please avoid if you value your time and sanity.
    --------------------------------------------------------------------------------------------------------------------------
    Update:-

    After several to and fro conversations with customer service, Plusnet keep replying with the same text:-

    "Unfortunately in order to progress your fault further we would need an engineer visit as advised, if we are to book an engineer we do need acceptance of the following statement:
    As part of the investigation of this fault, we may need an engineer to visit your property to test the line.
    If the engineer finds the problem is with:
    • Your internal wiring
    • Your equipment
    • The condition of your property
    • If the Openreach network has been damaged within the boundary of your property by things like building or garden work
    • Or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer.
    This charge will also apply if you miss the appointment or you cancel without giving us 2 working days notice.
    This charge will apply at all times whilst we are working on the fault and you'll need to accept this statement again if the issue is closed and then re-opened."

    In essence, Plusnet can send an engineer out, inspect the facilities, find no fault for the frequent intermittent connection problem, and charge the customer £65, then close the case (without sorting out the unstable connection). And if a further complaint arises from the customer, the cycle repeat. No ending of charging customer £65 without resolving the issue.

    I will just leave this out there for people to make up their own mind when they are considering joining Plusnet. If everything goes well, I suppose it can be value for money. But if there is any problem, beware of the level of customer service and their company's policy.

    It is also interesting to note that I did not suffer such frequent service disruptions with other broadband providers over the years. My innocent mind always thought as the broadband connection facilities are provided by OpenReach, we should get more or less the same connection quality whichever provider I goes with - how wrong am I...
  • Reviewer
    Location
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    incompetent company who will deliberately lie and fob you off with excuses.
  • Reviewer
    Location
    Haywards Heath
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Customer service and communication left a lot to be desired. Their attitude down the phone was horrendous and the internet speeds they were boasting wasn't worth the hassle tbh. It wasn't particularly quick or reliable and the router you get is below par when compared with competitors.
  • Reviewer
    Location
    Burry Port, Wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Shocking service and reliability. I work from home so it's imperative that I have a reliable connection. We have had SO many problems with Plusnet over the years, but last year was the worst. It took about 4 months for them to respond to a problem, and even then they only did a botch job. The internet broke again today in the middle of a very important meeting. Thankfully I have a backup Huawei box for occasions like this. DO NOT RECOMMEND.
  • Reviewer
    Location
    Burry Port, Wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Shocking service and reliability. I work from home so it's imperative that I have a reliable connection. We have had SO many problems with Plusnet over the years, but last year was the worst. It took about 4 months for them to respond to a problem, and even then they only did a botch job. The internet broke again today in the middle of a very important meeting. Thankfully I have a backup Huawei box for occasions like this. DO NOT RECOMMEND.
  • Reviewer
    Location
    Colchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Contract just ending. Monthly cost including phone has been £36 per month. New charge offered to me to continue will be £47 per month.
    All this for 30 MB broadband and a landline phone that hardly gets used.
    Service during last contract has been very patchy. Slow speeds, dropouts and very noisy phone line.
    Contract will not be renewed
  • Reviewer
    Location
    Robertson
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Our broadband has been dodgy all year. It goes in and out and cannot handle our broadband needs even though we have the best option (fiber optic). In the last week the wifi has completely stopped working. We have called plusnet multiple times, each time they say they will look into it and call us back but they never do. We are currently with no broadband.
  • Reviewer
    Location
    Consett
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Astounded at the poor level of customer service received. Chat line went off before hardly starting,(after 3rd attempt) emails bounced back with "no reply", (without indications that they are no reply),inaccurate information on notes, inaccurate information given on phone. Frequent "lines busy" message leading to hours spent sorting out what should have been a very simple matter but was given the runaround. Website appaling,lots of "can't deal with this request at present", drop down boxes that give no choice so don't go anywhere. At a loss as to how they have the customer service awards they claim to have.
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    “terrible internet provider" sign up with the cash back offer, then they just turn around, and tells me you are not eligible for the offer" scumbag plusnet" scammer!!!
  • Reviewer
    Location
    Stockport
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Could not have messed up our home move any more if they were trying.

    Installed it into the wrong house.

    Kept trying to tell the engineers they sent out to contact us on the home phone that was not working despite us giving them mobile numbers again and again and again. So nothing got fixed again and again and again. They had to cancel our service and reapply for it then they only put in a landline because they hadn't transferred the broadband order. Had to reorder broadband even more delays.

    And then after all that I find out they Tltransferred us onto fibre optic against my express wishes on the phone at the start of this rigmarole but they won't change it because they informed me somewhere in a barrage of emails. So I'm stuck paying more for a service I never wanted.

    To cap it all off the internet speed for the "fibre optic" at our new place is worse than the non-fibre optic in our old place.

    And I thought BT were bad!
  • Reviewer
    Location
    Ayr
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Absolutely diabolical company. Tread with care. I joined their broadband and mobile and laid down upfront fee of £6 for mobile sim only, and £25.99 for broadband. After 10 days I have still not received a sim card that they said they ha sent. Then they said they sent a second one, this hasn't arrived either. They are at it. I cancelled the two services broadband and sim, but they wont release my refund. I have no charges to pay, but they are at it. Watch them, they are dodgy dodgy.
  • Reviewer
    Location
    Wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Only been with them for 2 days and already they are increasing my price!

    The router they supply is a joke, poor wifi, overheats looks nasty!

    The main reason I joined them was for the UK call centre, but honestly the ones abroad are better then these! Very patronising, you can tell they are working from home as they don’t care, each time you call up they honestly can’t be bothered.

    Will be going back to Talktalk once my contact ends.
  • Reviewer
    Location
    Coventry
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I was moving house so rang Plusnet to find out about changing my service to the new house
    I was told it could be done on April 26th (about 2 weeks).

    With this date given I arranged my house move to align with that date, for the smallest amount of inconvenience to my service.

    April 26th: Moved in, Internet and Phone were not connected, Service was already disconnected at my old house (still had access that day) .. rang Plusnet and was told it could take up to Midnight to switch on

    April 27th: Internet and Phone still not working, rang plusnet and was told an Openreach engineer would need to investigate.
    Rang Plusnet later that day (Free number why not?) to be told by another employee the Fibre deal they had suggested to me was not possible as the Fibre equipment was not available in the local exchange box, it could be a month to get that sorted. (I'm unsure why Plusnet didn't bother to use the 2 weeks up to the switchover date to actually Check the local exchange was working and equipped properly??)
    So cancelled the Fibre and said ADSL would be fine, agreed but told could take 3 to 5 days to switch on(should be done by weekend).

    April 29th: Believe this was the day my phoneline actually switched on, though still no internet

    April 30th: Openreach engineer called by, checked the house end of things said it was all ok, and all that needed to be done was switched on by Plusnet.
    rang plusnet again to see how my order was progressing, and was told They were not interested in what an Openreach engineer thinks! and they couldn't even find my house by postcode on their system so they would need to verify my address and then Restart my order.
    Rang plusnet again 10 minutes later spoke to a different worker who found my address on 2 separate system searches, and had no idea why the other advisor could find it, looking through my issues it appears Plusnet were still trying to go ahead with my original Fibre package despite it being cancelled. This was the most helpful of all the 15-20 support staff I talked to through the whole process. They again cancelled the Fibre package, Again started the ADSL order, they added an Open Complaint to the order in an attempt to speed the process, and even advised I still phone back if possible on the Saturday as it was the weekend and a bank holiday and honestly might not get picked up.

    May 1st: Rang Plusnet as suggested and was told my order was being acted on, should be Tuesday as it was a bank holiday.

    May 4th: Still no internet, Rang Plusnet as was told it would be now be May 7th, and nothing they could do
    May 5th: Rang Plusnet to see if my service would still be going live on the 7th, was told it would
    May 6th: Rang Plusnet to see if my service would still be going live on the 7th, was told it would
    May 7th: No Internet, Rang Plusnet to see if my service was going live today, told it could be up to midnight
    May 8Th: No Internet, Rang Plusnet and was told it would now be May 10th my service would go live.
    May 10th: Finally my Internet service went live, 2 weeks after their given date, pitiful compensation given, and I hoped my trouble were over.

    Now 1 Month later:
    Plusnet got the price of the finally agreed contract incorrect, it took 2 more phone calls just to get the price I agreed to.

    Internet has dropped off several times over the last month, thankfully late at night

    Plusnet have contacted me to say my service has not activated correctly and they will need to reactive it, it shouldn't mean a loss of internet while this is done (I simply don't believe them) and I will need a Change of Phone Number. I have told them to put it On Hold while they see if the problem can be fixed, as I am still mid process of the Old House selling and can't afford to have no email to contact solicitors and estate agents.

    But what amazes me most is an Alleged Award winning National Internet Supplier, Owned by THE National Phone company are incapable of switching a Telephone number from one house to another?

    I made a simple house move and did everything by their dates given and the company Could Not Handle It, two people I spoke to at customer service gave me the same answers over the 2 week complaint, very few were even interested in trying to help solve my problem

    Pathetic company since BT took them over, once I have some time and get sorted with my Old House getting sold I will probably take the one piece of good advice they gave "If you switch providers, they could keep your phone number for you, then when you switch back to us we can keep it from them"

    Why on earth would they think I will switch back??
  • Reviewer
    Location
    Salford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all cost - for home broadband service. Broadband speed slow and intermittently dropping out (no connection for hours on ends). Issues worse past few months. Also, very bad router provided - keep breaking and need replacing by Plusnet (which usually take ages to arrive, leaving me without internet). Very bad customer service. When I ring to try to sort out connection issue, always been told that they can't see any fault on their end. The internet connection was clearly not working then. They then 'offer' to send out an engineer, but threatened to charge me if they can't find any fault or the fault fall within my property parameter (including issues such as faulty router provided by Plusnet or Openreach facilities within my property parameter). Despite not providing paid service (home broadband), Plusnet does not allow me to leave without paying an exit fee. I have not change any of my internet/router set up - never have any problem with other providers.

    When ask to speak to the advisor's supervisor, I had been told that the supervisor is too busy to speak to customer. I was also told there is no way to raise a complaint. The advisor also refuse to tell me the exact date that I can leave Plusnet without incurring an exit fee - ask me to ring again instead. Every phone call to Plusnet involves >30mins of waiting time!

    Please avoid if you value your time and sanity.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The broadband worked absolutely fine during the contract, then when I became out of contract miraculously my router broke down. They said they couldn't send me a new one because I was out of contract. I tried two different routers which worked fine but I still had no internet. I told the fault was on their side. They did some kind of check and sent it over though a ticket system but it was so technical I did not understand it. I cancelled the broadband over the phone and asked me why I want to cancel it. (?) I stopped my direct debit as a precaution, and of course they keep texting me to pay up, which can only be done over the phone. There is no bill on my account. There is no other payment method.
    Here are the worst things abou this company:
    1, They say you can contact them many ways, which is a lie. They only take calls. No online chat, no email. No ticket, unless it's a formal complaint.
    2, They say you can pay your bill online as a one off payment, which is also a lie. No bill is shown on the account. It's either direct debit, or the customer has to pick up the phone.
    3, Their different departments do not communicate with each other.
    4, They do not update anyone of their internet outages. In fact they deny it.
    Avoid.
  • Reviewer
    Location
    Abingdon
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    I am very disappointed with Plusnet broadband, the issue I have experienced is being two days late in making payment due to my monthly income being late payment to my bank account, Plusnet has temporarily cut my service off because of this issue, I was told you get fourteen days to make payment and if not payed you will be cut off. I have been a long term customer and never missed a payment in all the time I have been with Plusnet, I feel that I am not a valued customer and the fourteen days did not apply to me. I will change provider when my contract comes to an end, thanks Plusnet for not understanding this issue I have had.
  • Reviewer
    Location
    Clacton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    a customer for nine years. quality of service very good as has been reliability. target estimated speed optimistic but above guaranteed minimum.
  • Reviewer
    Location
    Irvine
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling service from a very bad company that does not care about customers.I get my paperwork and router delivered to me after 15 days from the day I placed my order and Internet was up and running the day after. When enquired about a voucher offered online, the company washed their hands off. I stated that it was poor marketing to get customers and asked to cancel my contract, just to be told that I need to pay a penalty because its outside the cooling period of 14 days! Knowing that for 15 days I did not have a router nor any paperwork nor any Internet service from them!
    Agents were very sarcastic and abrupt over the phone. Which made me even more furious while trying to resolve the issue over the phone.
  • Reviewer
    Location
    Hastings
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up on the 5th May which is when the 14 days cooling off period starts. Switched over on the 20th so outside of the cooling off period despite not being able to try the service. 2 engineers have now visited & no faults found. We apparently have 50mps coming in the house but only getting barely 35 from the router when they guarantee 49!!
    Desperately trying to get out of the contract - WiFi is absolutely shocking, we daren’t try and watch anything on Netflix!
    Wish I’d never swapped from sky!!
    AVOID AT ALL COSTS!
  • Reviewer
    Location
    Mold
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been having trouble with my broadband for 11 months and have given up hope of ever getting it resolved.My speed is slow although I'm paying for fibre.I keep losing my internet connection.
  • Reviewer
    Location
    Huddersfield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet are great until there is an issue. Then you get lied to, repeatedly and often. You get told that they will call back, they don't. You are told an engineer is booked for tomorrow and no one shows up, over and over again. It got so bad I referred the matter to the ombudsman, that resulted in an unsigned apology. My broadband is unreliable and drops constantly, I have to reset it daily and sometimes repeatedly. Plusnet will do nothing, do not listen and do not care. Frankly all I can say is do not use.
  • Reviewer
    Location
    Wandsworth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Our broadband was ordered to activate on 26th May, today is 2nd June we still don’t have an internet connection. We called Plusnet many times and their answers are all contradicatory and they don’t seem to know what was the exact issue. It’s so irresponsible and incompetence.
  • Reviewer
    Location
    Worcester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    West Sussex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We moved my mothers phone line to Plus Net. My mothers care line is essential and operates through the phone line. In over a week the phone has not worked since the day of the change over. The call centre are no help at all and we now have to employ a carer to visit as my mother in is danger without a phone line. Plus Net have done nothing beyond saying sorry x 100 times, this does not help. I would not suggest moving to this terrible service provider.
  • Reviewer
    Location
    Exeter
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I ordered my broadband connection from Plusnet on the 20th April for connection on the 27th April. As of today, 24th June I have called Plusnet at least 17 times, each time they have raised my issue with Openreach and I still do not have an internet connection in my flat. I am supposed to be working from home. Their customer service staff seem to be doing their best, but they cannot give updates where none exist, and when updates do happen they are all contradicatory. Utterly appalled at the incompetance of this company.
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    First things first if I could put a minus score for plus net then I would!

    Had a Internet speed problem back in February this year. Rang customer service long story short bt engineer was call out. The engineer came to the house on 4th March this year however the engineer couldn't fix the fault so advised plus net to replace router to see if that fixes the problem. Recieved new router about a week later rang plus net to let them know that I've the new router and I have connected up and that they should be able to track my speeds and get a better idea of what the full problem is in hope to fix it however my speeds didn't improve I was still getting less that 10 mbps on a fibre broadband of up2 38mbps. So adviser told me let me update the faults and let them look at it themselves so I agreed they came back to me two weeks later to ask me to do some channel hopping the best speed I could get was 11mbps so he went away to speak to a college about this and came back with the advise that they need to look into further settings and they would inform me if the problem is fixed however nothing they did with the settings worked they made the speeds worse. Recieved an email saying that I could leave my contract without penalty as it was past 30 days since I first reported the problem.however I didn't feel that we reached to this stage yet and that there was still things we could try to fix the problem HOW STUPID WAS I! So we tried other solutions but nothing worked. I was in a Microsoft teams meeting on the 25th April this year and on 4 separate times during this meeting my Internet cut out completely I had enough I couldn't work with speeds like this so rang customer service again and told them to fix it or I leave. So got an a*sehole of an adviser on phone telling me that my speeds are fine and that I have to many devises connected at once which was bull s*it only had the 2 phones and my laptop connected long story short I was put though to a manager and he did a speed test and found out that there is a fault and that he will get the faults team to fix it but I had to give them time to do so however I had a call on the 4th May this year telling me that no one could fix the problem at all and asked me what I would like to do I said leave my contract without penalty that was agreed adviser told me that my final bill is 37.98 after deductions and my services will continue till the 1st of June I was happy with that but I woke up on the 12th May to a bank notification saying that I have gone into an unplanned overdraft I thought what the hell checked my bank straight away and found that plus net has taken 95 pound out of my account and sent me over drawn rang plus net straight away regarding this payment to get an a*sehole of an adviser on phone he told me that this was my final bill and that my services havnt been cancelled properly I was fuming and explained that I paid my final bill and that my account should be cancelling down over the next 30 days I told him to make sure that he cancels my account and I want the 95 pound refunded back to my account by the end of the day he persisted to tell me that they can't refund the money as I owed it I produced and email I received on the 5th May to confirm I paid my last bill and I asked to speak to a manager. Manager comes on the phone I explain the situation and he said he would phone back once he applied the refund. As soon as I put the phone down I realised my router was flashing Amber with a red briardbsnd light so rang plus net back explained about my router and the conversation I've just had with customer service that adviser put me through to the faults team to solve my issue got told aload of bull s*it about a fault on my external line and that I should have my services up and running within 4 hours however my services was not reconnected within those 4 hours so I rang the faults team back explained about the refund and the manager not phoning as well as services not being reconnected I was informed that the refund hasn't been put through and they can't get the services back up and running because the first advisor I spoke to that morning ceased the line rather than a cancellation which automatically disconnected me from the main external exchange box so I hit the roof rightly so told them what am I supposed to do without services as I was due to start a new job from home the next morning I was advised that there is nothing they can do so basically I became more frustrated and requested to have a manager on the phone immediately I spoke to what I thought was a manager however it was another customer service advisor as I later found out explained the full situation to him and I made it clear that I want a refund of the 95 from the morning and wanted services up and running so long story short they offered a good will gesture for my services they requested my refund by 3 different methods now were on the 22nd May still no refund received AVOID AVOID
  • Reviewer
    Location
    Greater Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Service provided is intermittent, working then failing for few minutes to hours or even days at a time. No issues with the line.
    Been a customer for 9yrs and the service was once very good but has become very poor in the last 2yrs.
    Renewal email not received and automatically changed my tariff to a much more expensive cost for exactly the same product being sold for less than my contract was initially, but I get irregular service...? Surly I should be on a better product at more than £12 monthly increase to the product on sale or what I was originally on considering I'm a "valued customer", but no, instead I'm subjected to abusive, ignorant and argumentative customer service advisor telling me my email settings must be sending their correspondence to junk regarding change of bill even though I receive their monthly bill's and junk emails on various offers to my inbox...very convenient for them. Instead of apologising for the missed communication (probably failed to send with one of the regular internet outages) the customer service rep was aggressive in his argument that he and plusnet were right and I was wrong and clearly wasn't a rep who stands by plusnet's own slogan "we'll do you proud"...sorry plusnet but I'm no longer proud to be your customer and so I've now cancelled my line rental and took my business elsewhere, hopefully I'll get much better line connectivity and customer service as a whole. I for one will no longer promote plusnet as a good all round service when I've received no service this time and as a once long time customer, I'm appalled. Be warned, dont take their awards as a guarantee to good product or customer service, it certainly wasnt award worthy what I experienced, but then again I was already paying and not a new customer so I guess I no longer qualify for the quality customer service experience they claim to have.
  • Reviewer
    Location
    Portishead
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I moved across from sky when I saw an offer of an Amazon gift card in January. When speaking to the sky advisor he hoped that I didn’t have trouble as he has heard of a lot of issues and speed problems. I wish I had listened. I went for super fast fibre optic which I had with other companies with excellent results even on Wi_Fi. Working from home I need a reliable broadband however he Wi_fi download and upload speeds are terrible. Download speed has been max 25mbs which makes working efficiently impossible. In the T&C for the voucher it stated that you had to wait 3 months before it would be sent. I waited and spoke to an advisor who told me they never offered Amazon vouchers and I needed to respond to an e mail sent a week or so after connection.
    Being greeted with just “hello” when calling is really unprofessional. Needless to say I can’t wait to get out of this contract. Avoid at all costs
  • Reviewer
    Location
    Leamington Spa
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I have been with Plusnet now for approx. 8yrs and I have to say, I am getting fed up with it and thinking of changing my provider. They falsely claim to have "Award winning customer services", which a downright lie. They have just removed call features from my phone account without consulting me. Their service for renewing, changing or ending contract does not work. You get constant nuisance phone calls without protection. Their appalling customer services is exactly why people are leaving Plusnet. In fact, Plusnet have actively been pursuing a policy of disconnecting and avoiding their customers to the point of antipathy. They cannot be contacted since they avoid answering the phone. Their Facebook page has no messaging or review functionality. They have removed their contact form from their site. They have no contact email address. In other words, they DO NOT wish to be contacted by customers. Avoid Plusnet, because if you have problems with your Broadband, phone or anything else, they don't want to know.
  • Reviewer
    Location
    stockton on tees
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i paid up in full and there router failed and they would not fix it so i joined another company and without telling me they reported me to arvato saying i owed the £240 pound for a cancelation fee they aer the biggest crooks i have ever been with
  • Reviewer
    Location
    South Wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Advertised as having award winning customer service. If their broadband worked and you got the service that you paid for then they wouldn't need customer service.

    Consistently slow speeds at more than 20mbps less than advertised, days on end without connection, the router provided is more use as a doorstop. There is nothing about Plusnet 'superfast fibre' that I can recommend. Just terrible.
  • Reviewer
    Location
    Scarborough
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    THE WORST COMPANY I HAVE EVER DEALT WITH!!! I called Plusnet back in October to cancel my policy as we were moving address and they didn’t provide internet in that area. We then called them again and made a payment of £50 and was told this was a cancellation fee which it wasn’t and instead we paid for a service we no longer needed in an area we no longer lived. While we were customers with plusnet they over charged us each month we were with them. This issues has been going on for over 6 months now with no resolution! Their customer service is shocking and It would be a shock if you called them and only spoke with the one person as we spoke with multiple issues with each call. I have set up over 3 complaints with Plusnet which have not been handled or even looked at for weeks at a time. DO NOT USE THIS COMPANY THEY WILL DRAIN YOU OF ALL YOUR MONEY AND YOUR TIME!!!
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly the worst company ever I'm surprised they even got 3 stars. I'm not the person to write reviews but this one deserves it. They are disgusting and they false advertise literately everything. I'm telling you buy into it as you will be writing a review just like me saying they've robbed you
  • Reviewer
    Location
    uk
    Reviewing
    Plusnet
    Date
    Comments
    Disgusting and Appalling
    Contacted them at 19.47 on the 13/05/21, after explaining the problem to a girl several times I was told "I'll just have to put you on hold for a minute" after being on hold for 10 minutes I was automatically cut off without further contact or resolution. I know their "help service" closes at 20.00 but for her to use "on hold/ cut off" tactic is disgusting and appalling.
  • Reviewer
    Location
    Dorset
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful customer service constantly given different answers to same question very unhelpful cancelled at earliest opportunity thats tomorrow apparently!
  • Reviewer
    Location
    Scotland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not touch Plusnet with a barge pole. They just cut off my internet at no notice. In the end it was cut off for 2 days. I, like many others was working from home during the pandemic and had no warning and anytime I called Plusnet they couldn’t rectify the issue and couldn’t tell me how long the internet would be off for. When I complained (many times) about my 2 days of missed work they eventually offered £2.22 in compensation! What an insult! They then basically told me to shove it and take my complaint to the ombudsman if I wasn’t happy. I would warn anyone against them unless of course you’re happy to pay a lot of money to have your internet cut off for days on end at no notice.
  • Reviewer
    Location
    Berwick upon tweed
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was left for months with no broadband at all, the customer service advisors were very friendly but gave numerous excuses, from there was a problem at the exchange, to we will get an engineer to call you (which I am still waiting for). As if this wasn’t insult enough, my daughter found out that I had been paying twice each month (2 different amounts). I was promised this would be refunded nearly 2 months ago, I am still waiting for my refund, numerous calls later and no fix, or solution, I I have had to find a new supplier, and behold I have internet with great speeds. Sorry Plusnet but when you fail, you really do it epically! Please pay me my money back, after all I was paying twice for nothing!!!
  • Reviewer
    Location
    North Lincolnshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    After being a Plusnet customer for a good number of years, I had to take the decision to change providers. Speeds kept dropping and with teenagers in the house this was a cause of great distress. Games took hours to download, phones kept dropping wifi and tv streaming was nearly impossible. This was a huge disappointment from the great service we had in the early days with plusnet. Plusnet did change the router which made slight difference but not enough to make us stay, unfortunately.
  • Reviewer
    Location
    South
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ignore these greedy pigs. Not only is their broadband speed terrible, equipment cheap and noisy they are also greedy pigs and will increase your prices mid-contract. AVOID.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am writing this review after previously being with Plus Net and going back, foolishly thinking they're service would be as good as it was before.

    Before I begin there was a gentleman on Manchester support team who was incredibly helpful. I am now at the conclusion that Plus net are either buffoons or crooks. You decide.

    My connection has slowly gone downhill, not by speed, but by quality. I am already in a slow connection are due to my distance from the exchange however my latency has always been great so this is forgiven (love my gaming).

    During this increasingly infuriating issue I have been in contact with support, who initially took me back as to how professional they were. They didn't ask me to go through there usual script of things as I had already given them the list, and instead used logic. However after these attempts had failed, I contacted them again.

    My first two attempts to make contact again was met with simple tests, which had already been done. Unable to look at previous tickets, I humored them with the same results. They replied with a frankly ridiculous chart of numbers showing how stable to connection was, obviously designed to confuse rather than be informative. I replied stating stability was not the issue, the latency was.

    After waiting several days, and replying to yet more menial tasks, and even at one point, them just sending me a message saying "Your issue is fixed" with no context, I replied yet again with the same list of attempted fixes and issues which they were seemingly unable to find from previous tickets again.

    This time, the WIFI was blamed. Considering I stated on no less than 8 occasions the desktop is hard wired and answered this pointless accusation with the same list of things. I am currently awaiting a "Response".

    I am almost 99% sure the issue is because the connection is being momentarily throttled as the neighboring traffic is too much for the system so it is queuing people to let them through. At this point if they would just admit their fault and give me a timescale for correction/improvement I wouldn't be so annoyed. However it is now painfully obvious they just here to blind you with science and take your money for a less than mediocre internet connection.

    Being "Best Provider Customer Service" is all good and well, if you provided a good service to support.

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