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
    3.4 stars
  • Customer Service
    3.6 stars
  • Speed
    3.1 stars
  • Reliability
    3.2 stars

Based on 2683 customer ratings since 2021-01-25 (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.

3,492 Customer Reviews over 350 pages

  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    An absolutely terrible experience from this incompetent company.

    We moved into a new property in November and booked a connection slot for a fibre order in advance. Despite calling for updates, we still weren't connected a month later. I was told that it was Openreach's fault and they hadn’t booked us in.

    Openreach actually visited our property a few days after to connect us to the cabinet but when I called Plusnet, due to their sheer incompetence, they told me I couldn't have Fibre and couldn't be connected at our property. When I asked what the engineer had been doing in my property if not connecting me to fibre I was told oh, something else.

    Following this exchange and what had already been a month of waiting and additional delays I cancelled my account with them. In the end I switched to EE (both owned by BT) but miles apart in terms of the helpful, prompt customer service I received. Although we had to wait a few more weeks for the EE connection, I asked if I could have unlimited free data to hotspot while we waited for our connection and it was absolutely no problem - they were super helpful. When an engineer came back out to connect us to EE before Xmas - he found we were already running fibre to our home (!) Exactly what I suspected, despite Plusnet telling me otherwise…

    I couldn't recommend EE highly enough and though we're on the standard broadband now (due to Plusnet's mess-up with the fibre) I've got total peace of mind and feel like I'm dealing with a quality company. They even discounted my mobile bill.

    A final detail - we are still awaiting our £36.99 refund from Plusnet as of January… having just paid a petty £3.52 for the 'service' we (didn't) use in November/December. What a joke. I fully expect my 36.99+3.52 refund but am sure I'll have to call a few more times to get it.

    Avoid like the plague and go for a proper provider - BT, EE, Sky etc.
  • Reviewer
    Location
    Horsham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst service - winners of the Wooden Spoon. In case there is an issue that you complain about, they will take a month to fix - this is written in the contract. In my case, they had restricted the broadband to a lower speed inspite of charging me for higher speed - when questioned, no word of apology or anything. You are tied in 18 months contract to cant do anything. Very unreliable speeds. Why do review sites not have less than 1*.
  • Reviewer
    Location
    Altrincham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I switched to Plusnet after many years with ee, we had issues with ee's service but nothing like the issues with Plusnet. When you can get their attention they say that they will check out the speed, spooling and dropping out of signal issues and then dont. An engineer did visit and said there was a fault outside our property, but it wasn't followed up. Plusnet doesn't seem fit for purpose, I'm off as soon as the contract finishes in March, I don't know who to but by God I'm off.
  • Reviewer
    Location
    Stockport
    Reviewing
    Plusnet
    Date
    Comments
    AVOID AT ALL COSTS!!
    WORST BROADBAND PROVIDER EVER!!
    After 15 hellish months of Plusnet we have decided to pay the exit fee and return to Sky.
    15 months of having put up with constant drop outs (frequently every few minutes) making it impossible to work from home, watch Netflix, play on xboxs etc etc!
    Constantly phone calls to Plusnet customer services, 3 openreach engineer visits, 2 new routers. NOTHING HAS IMPROVED.
    ABSOLUTE SHAMBLES.
  • Reviewer
    Location
    Horsham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    it's a shame I can't give 0 stars. This is probably the worst broadband provide I have ever had. Their internet connection keeps dropping, wifi wors just by the router, nowhere else, but Plusnet won't give you any compensation or solution. Instead, they offer you commitment for another 12 months and advise you to buy a signal booster! Well, I didn't need anything like that when I had BT! I just spent almost an hour on the phone and got nowhere. Can't wait to get transferred to my new broadband provider.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Do NOT attempt a house move with this shower! Gave notice on 3rd Dec that we were moving on 17th Dec. We were assured 2 weeks was plenty of notice for a smooth transition, particularly as the new property was already being supplied by Plusnet. Moving day came, hooked up router in new house as instructed and all worked fine. Excellent...we thought.
    Roll on 3 days to 20th Dec and all goes dead. Rang Plusnet to be told transfer had never happened and we had actually been inadvertantly accessing broadband through previous occupants account, which had now been closed. Told we would not be activated until 29th - so 12 days late.
    Turned to the forum for support only to be offered a smug, patronising response that it is "Boones fault", "would happen with any provider" and is "logical" that the previous occupant would cease their account. Also that we should really be grateful our order hadn't been cancelled as this is typically what happens when an account is closed. All well and good, except our service should have started on 17th as agreed so what the previous occupant then does on 20th has zero bearing on us.
    Activation day arrives (29th) and nothing happens (surprise, I know). Ring customer services again to speak to a rather confused young lady who repeatedly advised us "not to ring back" as broadband would be automatically activated some time before midnight and they would contact us (don't call them).
    Today (30th) no promised broadband and orange light on router. Provisioning team say order is complete from their end. Technical team are only able to read what it says on their screen - "connection failed, book engineer visit". Not able to give us any indication why an engineer is needed given the property was clearly being supplied by Plusnet before we moved in. So we await the engineer visit, some time between 8am and 1pm tomorrow (Possibly. If Plusnet have actually communicated this to the engineer, the engineer can be bothered and doesn't forget).
    We have so far been offered a woefully inadequate "goodwill gesture" of a month's free broadband. Given we haven't actually had any broadband for the 2 weeks since moving in, that is basically offering us 2 weeks of broadband (assuming we are even up and running in the next two weeks). If Plusnet belonged to the automatic compensation scheme, which it chooses not to be as they are avaricious rather than customer-focused, we'd be eligible for £8 per day they have failed to supply (currently 13 days and counting).
    So we've had a Christmas with no internet, TV or streaming services (subscriptions we are now out of pocket for). No video calls with family during a pandemic. Two mobile phones which we have had to fund with extra mobile data. And the prospect of working from home looming again as of next week, with no broadband. No other utilities are cut off during a house move. Why is broadband? Why can noone explain what an engineer is actually required to do?
    It's an absolute farce and not over yet. And the very worst part is the lack of customer care. These people are utterly incompetent and don't give two hoots about it.
  • Reviewer
    Location
    Aylesbury
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have had difficulty getting signal where I live. I spoke to
    Customer service who were so unhelpful. Asked to speak to a supervisor or manager that told me what would happen yet never did!!! Stay away from plusnet…..
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I am quite surprised at all the complaints about plusnet. I have been with them since 2005 and used to have a separate telephone provider. A couple of years ago' I decided it was cheaper to have just one supplier, so moved from the Post Office. In line with the industry [sub]standard, customer services if 'bad'. I am happy with the connection speed and don't experience any drops, BUT every now and again the email server seems to go offline - it does NOT affect the internet - and I have to wait a day or so for it to come back. This is not a problem since it is not my main account. My contract is up for renewal and I shall be sticking with them because everything else is so much more expensive for this light user who makes next to no phone calls from month to month.
  • Reviewer
    Location
    Ashington, Northumberland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Contacted Plusnet to move my home Broadband from TalkTalk. Explained I only had a 14 day cooling off window with them to move before I would be tied to a new 18 month contract. This was noted and assurances given that this would be done. Plusnet also took payment for the first month. I heard nothing from either provider for over a Month and I am now stuck in a contract with TalkTalk that I did not want. I contacted Plusnet who were obviously very sorry and confirmed nothing had been done . The Customer operator organised a refund and transferred me to the complaints department to make a formal complaint. The complaints operator sounded like she had just got out of bed and told me to do it online Absolutely disgusting service from start to finish . Avoid this company.
  • Reviewer
    Location
    Ashington, Northumberland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I contacted Plusnet to move my home broadband from TalkTalk and explained that I only had a 14 day cooling off period before my new 18 month contract started and as long as Plusnet made contract with TalkTalk I would be fine to transfer without paying a leaving penalty. This was duly noted and the first month's line rental taken.
    I did not hear from either broadband providers for 3 weeks and then a bill from TalkTalk at my new contract rate. I contacted Plusnet and they explained that they had done nothing and were very sorry. A refund was organised and I was transferred to the complaints team to make a formal complaint. The young lady sounded as if she had just got out of bed and that I should make the complaint online. Disgusting service with terrible customer support. Avoid.

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.