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
    3.5 stars
  • Customer Service
    3.7 stars
  • Speed
    3.3 stars
  • Reliability
    3.4 stars

Based on 1943 customer ratings since 2021-07-02 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

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.

3,571 Customer Reviews over 90 pages

  • Reviewer
    Location
    Cardiff
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do notuse plus net. They are bt!!!!
    Over 1 hr waiting times even knowing they say 15mins. No response from technical department, broadband shutting off every 5 mins, download speed poor. Not value for money. Looking to take legal action.
  • Reviewer
    Location
    Cardiff
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I paid for my daughter to have plusnet in Cardiff for 4 years. The price went up year on year till broadband alone was £38 month.The service was unreliable, the router kept overheating and customer service was none existent. Never use them. When I asked to terminate I was charged....
  • Reviewer
    Location
    cardiff
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I've been on the unlimited estimated 1 - 3Mb since Jan 2019, and the speed was acceptable outside evenings (never even bothered measuring it). Into May and the connection started dropping, measured speed shows 0.3-0.5 Mbs in the morning when everyone is in bed.
  • Reviewer
    Location
    Cardiff
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Broadband is intermitted and has a sharp drop off of speeds in the evenings. I have stayed with them for 2 years because the upside is there are some incredibly cheap packages if you're willing to sign a contract for a year. (The first year i paid line rental for a year up front, and broadband was free, the second year the broadband was £1 per month). Time has come, and patience with the slow and intermittent broadband has run out. I tried to call the customer services line to check I have no cancellation fees, only to find that the opening times listed on the website of 07:30am - 10pm every day are completely incorrect. According to the automated message (WHICH CAME AFTER GOING THROUGH THE MENU) the phone line is open for just a bit longer than the standard working week.

    Terrible and sloppy. Would not recommend even for the price.
  • Reviewer
    Location
    Cardiff
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Absolutely useless, customer service is a joke, wait for them to eventually answer the telephone after being forced to listen to a terrible racket for 20 minutes or more. I still had no modem after a month, eventually cancelled with them, my advice is to avoid completely. I cannot comment on broadband speeds etc as I was never able to use it!!
  • Reviewer
    Location
    Cardiff
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Agree with some comments about shambolic service.
    So let's start with the Good. I moved from BT to Plusnet since my BT contract expired and Plusnet had an offer which made them competitive. Speed tests showed they hit the median value quoted.
    Now the BAD
    1) When my 12month contract expired, they offered me a renewed contract similar to mine. I also mentioned I was moving cities (different STDs), but they said that was no problem and that I could move over when the time was right, though a new number would have to be generated (stands to reason). What they didn't tell me on during the conversation was that it costs £65 to change address. They offered an alternative, which was to cancel the existing renewed contract at no extra cost and then take out a new 18 month contract (but different tariffs). I reluctantly agreed to the latter
    2) So switchover date arrived, but our line still showed as being disconnected. Received numerous emails and texts on the day to say everything had gone swimmingly. Tried calling them, but as with others' experiences, they phone customer service is a lottery. Double their estimated time for a human to answer the call would be realistic at most times of the day. So I tried to use their chat. The 1st chap I spoke to eventually tried to arrange an Openreach engineer with a strong warning that any issue with the line found within the boundary of our rented property would result in a £65 charge. Any need to re-visit following such a conclusion would result in more charges if it wasn't possible to resolve on the first attempt. I need to seek permission from our landlord before going ahead.
    2)I had thought, what happens if I call the new number provided? It actually rang and on the 2nd attempt, got through to someone other than my spouse. Not a happy bunny.
    3) Following 2), I went through the arduous call process. Wow! The various Teams within Plusnet really struggle to talk to one another or know the infrastructure. Started off in Customer Service. Was then pushed to Tech Support. Told to wait....found myself back in the queue..start over. Eventually told I must have a crossed line and that the order hadn't successfully completed. Then put through to the so-called 'Provisioning Team', who denied it was an order fault and should be the Tech support guys responsibility. They eventually booked a BT engineer to visit our property in the notorious 1/2 day window.

    Its ironic that Plusnet have some Northern lad boasting to endorse a company with 'Northern' values and customers' interests at hand. Errr! Have you tried contacting your own help line?

    Total call time 1h 59sec. Took the full length of my 40 mile commute home.

    STAY AWAY
  • Reviewer
    Location
    Cardiff
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Never again! After they cancled our first installation date we had to wait over a week for the next available appointment despite this being the companies fault! The installation person was then late despite having a 6 hour window in which to turn up and I had to wait on the flat for him to turn up.! After waiting 6 hours then received a text from plus net saying the install with our job has our number and will ring before he arrived meaning I’d wasted my day since he’d ring before he arrived anyway!! Appalling customer service. Never again
  • Reviewer
    Location
    Cardiff
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been a broadband member of plusnet for many years. At the end of my contract no review took place and I ended up paying more for the same package. They told me account review is only for new customers. I did overlook this and gave them another chance and upgraded my package with them to fiber plus. Max download speeds of up to 80mbs. My broadband speeds have now gone down for some reason to 12mbs. I called plusnet and they told me that the order was processed incorrectly and that I was placed on the wrong package. They were still however charging me full price. No compensation. This seems to be FRUAD in my humble opinion.
  • Reviewer
    Location
    Carlisle
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Overall= Decent speeds however customer service is horrendous which stopped me renewing my contract

    Speeds = Good

    Customer service = Abismal especially if something goes wrong

    Reliability = Not great, good speeds one day non the next
  • Reviewer
    Location
    carlisle
    Reviewing
    Plusnet
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    customer service is a joke always a 30 min wait to speak to someone should be prosecuted under trade description act they have not done me proud 7 weeks so far without phone antiquated fault reporting system you have to obtain a ticket to register a fault! internet is fine(fibre)though
  • Reviewer
    Location
    carlisle
    Reviewing
    Plusnet
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    joined plusnet on premise we'll do you proud{should be just we'll do you!],have a phone fault last 2 months no sign of a fix just meanless string of updates can't wait to leave asap,probably out of the frying pan into the fire are there any decent isps out there?
  • Reviewer
    Location
    Carlisle
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was with Sky but wanted to change for a better deal and Plusnet had the better reviews and was cheaper.
    Having started with Plusnet everything started off great except for the signal strength which, to be honest, was pathetic. With Sky I could get a signal at the bottom of my garden (roughly 30m from the router) with Plusnet I was lucky to get a decent signal in the kitchen (roughly 10m from the router) so ok, I bought a couple of signal boosters which gave me a bit more range. However that was not the problem, the problem was the WiFi. It would just cut out intermitantly which was no good if you were streaming something. My son used to play online games but gave up because he would constantly be disconnected (not a bad thing).
    I rang up several times and was told that everything was working fine which funnily enough it was (as I said, intermitantly) when I was on the phone but they said they would monitor it. I also told them about the signal boosters and they said they may be the cause so I disconnected them. Funnily enough still playing up.
    It worked perfectly when attached to an Ethernet cable but as I said to the bloke on the phone, I can't exactly plug phones or tablets in plus if I wanted to use my Laptop anywhere else other than near the router was a joke.

    I rang up one day when the internet was completely off and the bloke on the other end of the phone was spot on and a real help. I told him the problem and he said that it was showing as ok when it wasn't working. After spending about an hour going through loads of things which didn't work he said he would send an engineer out but said that if the fault was at my end then it would cost me £50 ok not a problem so he went ahead and passed it to the engineer department and told me that they would contact me within 48hrs to arrange a visit. Nice one.
    I then told him that I was actually going to ring up to cancel my contract because I wasn't getting what I was paying for but because he was so helpful I would wait and see if it could be fixed.

    Then the real problem started. 7 days later and still no phone call off an engineer but the internet having started to work again was still playing up so I rang up to cancel fully aware that I still had 6 months contract left and I would have to pay the cancellation fees.
    What an absolute farce!
    I was told the the Direct Debit at the end of the month would cover this and that should be it (it was the 1st of the month) I asked if that was correct and they said yes, great I thought.

    I am now back with Sky who, after telling them that I was a returning customer and the reasons why. They offered me a great package and good deal.

    Plusnet on the other hand are still trying to take money off me even though they were told on the phone and in writing the day that I was leaving them and going back to Sky. I am sick of ringing them up and asking why they still want money off me when I no longer have a contract with them and each time it's the same. 'I'm so sorry sir, let me look into it... ah yes you are due a refund.'
    2 minutes later I'm getting another email saying I owe them or that this months bill is £xx.xx and will be taken on this day.

    Plusnet... You haven't done me proud!

    Would I recommend them? No chance, the Wifi signal is pathetic and the customer service obviously does not speak to each other.
  • Reviewer
    Location
    Carlisle
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Sorry to be a party pooperon this forum of slagging off your ISP, but I have been a Plusnet customer for about 5 years and have just renewed. They are a little cheaper than BT and their router is a hand me down from that company. However their service has improved considerably over the years. I still use their original IEC modem which is connected to a sinology router. I get consistent high speed and have had no issues apart from when we had a power cut and the Synology router went off piste, but Plusnet tech helped me sort the problem even though it wasn't their router. So I can recommend them. So there.
  • Reviewer
    Location
    Carlisle
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not use, shocking customer service and dreadful broadband. Extremely difficult to contact, only option is to be on hold for 30 minutes plus each time as online chat is never available. Broadband speed is appalling, and no help to improve issue. Finally managed to get out of the contract and they've continued to take payment despite being informed we were leaving. Back to waiting 30 minutes on hold to get reimbursed! Worst provider EVER.
  • Reviewer
    Location
    carlisle
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    An utter shambles,inadequate and poor service from this outfit a totaly unprofessional rabble.The service team lacking decorum and intelligence.
    Their fone line at present 20/12/18 is as intermittent as their customer service with interference for the last two days-what a joke from a telecommunication service !!!
    Day 1 of going live raised voice from operator because of their line fault-apologised to me -bit late for that -and failed to resolve issue,re dialled and had fone put down on me by female operator-Cant get online and unable to speak with anyone on day2 of going "live"with them.Will cancel them WITH PLEASURE If we do not get connected in next hour.
    Avoid as bad as Virgins foreign call centre and thats legendary.
    Totally frustrated and hacked off by the experience with plusnet.!!!
  • Reviewer
    Location
    Carmarthen
    Reviewing
    Plusnet
    Date
    Ratings
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Legalised theft. After a 1 year contract which I paid (despite having left the property their broadband and phone was supplied to) this company demand a "cessation fee" to end the service. My new provider is BT and although Plusnet said if your next provider is part of the BT group, they will waive the fee, guess what? Yes they found a way to justify not doing so. Apparently it's because they did not have to change to BT at my new address. I explained that as the provider here was historically BT this saved them the effort. No, such logic STILL cut no ice. To add insult to injury, 2 minutes after emailing to tell me I owe this outrageous "cessation charge" they emailed me again to say the matter has been passed to a debt recovery organisation. Scare tactics and intimidation. Good customer service? They don't know the meaning of the expression.
  • Reviewer
    Location
    Carnforth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been with them for 9 months now and the broadband has been really slow and kicks us off all of the time, i must have phoned them 12 times or more and have never been on hold for less than 30 mins with the longest time being 1hr22mins! And all they do when you get through is fob you off with the same rubbish! Worst provider we have had.....
  • Reviewer
    Location
    Carradale
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    After 2 years with Plusnet on Superfast Broadband I came to renew my contract. When I put my postcode into a third party website the cheapest price for a similar speed was 30% cheaper. Plusnet were also on the list offering a price 25% cheaper on the two comparison sites I looked at. I thought 25% less this was good enough so I would stick with Plusnet but when I phoned them up the person on the phone stated that that price wasn't available to me as I was in an expensive area. I told him that I had put my postcode in so the area was known so this was fraud. He said that I should take it up with the comparison web sites. When I asked to speak to the supervisor I was simply put on hold without him saying he was going to connect me to anyone leaving me no alternative but to hang up. As far as I am concerned this is appalling service and yet just another example of existing customers being treated badly.
  • Reviewer
    Location
    Castle Hedingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I was very unsure about switching from Sky to Plusnet; Sky had provided a good, stable service for several years, but were cranking the price up unreasonably, and switching gave me the chance to move to fibre for lower cost. However, I rely on the Internet for work, so it’s important to me to have an uninterrupted service.
    Things got off to a bad start. My phone line went completely dead on transfer date, and (long, long…) calls to customer service got me the response that the problem was with the wiring in my home: clearly untrue, given that it had been working perfectly up to switchover. (Of course, I do appreciate that helpline staff do have to cope with users who have done weird things when connecting their router, but a little more listening on their part would have been good.) Anyway, it took five days for it to be sorted out, during which time I had neither phone nor Internet access, of course. In the end, the problem had – as I suggested during my first call – been caused when Openreach switched my line to fibre. Now this wasn’t directly Plusnet’s fault, of course, but I would have appreciated a slightly more helpful response.
    However, I have now been suing the service for a month, during which time it has been extremely reliable – no drops that I’ve noticed, and extremely good speeds. I’m happy that I made the right decision to switch, and I’d have few reservations about recommending Plusnet to anyone else considering switching.
  • Reviewer
    Location
    castleford
    Reviewing
    Plusnet
    Date
    Comments
    I am waiting to get through to plus net as i type this 20min so far I have been with them for 5 years now very good to start with now rubbish
  • Reviewer
    Location
    Caverswall
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Was supposed to be switched to PlusNet on 6th October. Received an email at 05:30 telling me the phone service was ready to go. No dial tome on the phone service so no phone. Tried to contact them a number of times throughout the day and only got through after waiting for over 50 minutes on hold. Used over 200 minutes of my monthly call allowance trying to contact them. Left questions to be answered only for them to be placed on hold until 07:00 7th October. Come 7th October no response. Posted another question and still no response. I still have no broadband a day after was supposed to be switched. Have had to go into the office because I can't work from home. Have tried to contact them again today but cannot sit at work on hold for almost an hour. My wife did manage to get through but they refused to deal with her as she is not the account holder.
    The service is appalling and not fit to be called a service.
  • Reviewer
    Location
    Cb10
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Very poor in the past couple weeks, wish I'd swapped when I had the chance a few weeks ago.
  • Reviewer
    Location
    CEFN CRIBWR
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My broad band fiber speed keeps going up and down like a yo-yo dropping down to signal figures at times. but when i complain i am told there is nothing wrong i when they put it on test its a constant 17. don't i wish
  • Reviewer
    Location
    Central London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It's cheap for a reason; yes, the customer service is very nice but the actual service is truly dreadful and has been since I had it connected.
  • Reviewer
    Location
    ceredigion
    Reviewing
    Plusnet
    Date
    Comments
    IF YOU WANT BROADBAND OR MOBILE PHONE OR TRESTIAL TV DO NOT COME HERE
  • Reviewer
    Location
    ceredigion
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    worst broadband i have ever had and they do nothing about it just take a lot of money for a service not fit for purpose and tell me i cannot have fibre here only available if you have BT i smell a large rat
  • Reviewer
    Location
    ceredigion
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    in this part of wales if you want good broadband you can only have BT the welsh gov have stiched us up THIS PROVIDER IS HALF OWNED BY GUESS WHO YES BT
  • Reviewer
    Location
    CF363SN
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor I can’t even watch hd channels without pixelating and unable to watch fire stick programmes
  • Reviewer
    Location
    Chard, Somerset
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Absolutely dreadful in every respect.
  • Reviewer
    Location
    Charvil
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Far too often our broadband speed dips below 5mbs making watching Netflix for example useless. To say I am not at all impressed would be an understatement
    They make Talk Talk seem good (which they are not)
  • Reviewer
    Location
    Cheadle Hulme
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Wait for ever for phone to be answered by customer service. Email to customer service manager not responded to. Never know when broadband will be working
  • Reviewer
    Location
    Cheddington
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am having to use my sisters computer to lodge this review as I have been without internet access for 3 weeks now! I only joined Plusnet in June and I am not impressed. Some of the excuses I have been told is that the fault would be repaired by Monday! Monday came and went twice and still no broadband! Its an outreach problem and out of Plusnets hands! Each time I call, I am on the phone for 30 minutes or more and life is just too short so I have cancelled my direct debit and they can get in touch with me now.
    Cheddington
    LU7 0RN
  • Reviewer
    Location
    Chelmsford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    After changing to another provider I was astounded that Plusnet debited my bank for phone package although I was no longer a customer and my account showed to be fully paid up and closed.
    Now Plusnet have sent a threatening e-mail demanding payment of a bill that was not owed. Having had my account closed after changing supplier I can not access my account, can not access the helpline. E-Mails are returned stating that I should access account or contact helpline or phone their helpline to be told that there is a 45 minute wait and suggesting the online methods that do not work. I am waiting to see the outstanding bill that they claim I owe.Impossible to communicate.
    Service disgraceful.
  • Reviewer
    Location
    Chelmsford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Complete shambles...big promises but on the day of plusnet taking over all they managed was to disconnect my omd supplier then completely fail to take over themselves..told could be 5 days of no internet service..appalling..
  • Reviewer
    Location
    Chelmsford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I have been with Plusnet for 11 years - ever since it was enabled in our exchange. This used to be a brilliant company but is no longer. My Broadband has been dropping out a lot and this meant phoning them. Don't choose the online chat system. You might as well email yourself and you don't get to the person you need. My line is provided by BT who arranged very quickly for an engineer to call. The problem was identified as noise on the line but I needed to get Plusnet to make some alterations to my settings. The shortest wait on the phone was 45 minutes and the longest 87 minutes. Yes - 87 minutes. Each time they told me they had done what I asked - hard set the SNR to 6db up and down and put interleaving on. Each time they told me they had done it but the next agent said they they hadn't. The last agent said he could understand my annoyance. Um! If you raise an electronic ticket for the fault it can take 3 to 5 days for a reply. My speed used to be about 16mbps but is now isn't. This used to be a really good company but no longer is. They tell me they are currently training more people to answer the phone. Too late for me. I'm off to their parent company BT for a variety of discounts. Their main call centers are now back in the UK. The problem is the C21 boards in the exchange which are failing but Plusnet couldn't do anything about that and told me to go to BT to sort it.I am, but not the way they meant.
  • Reviewer
    Location
    Chelmsford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Been with Plusnet for over 2 years now. Since moving to a new area (which has very good speeds) the broadband has become extremely unreliable. I've been guarunteed 35mb/s but rarely get more than 7mb/s. When trying to call them to discuss via their customer support line, I have been greeted with the same message 'no one is available to talk' for the last several months. The only way to get through to them is by pretending to be a new customer, to then request a direct transfer. Can't wait to ditch these guys. Happy to take your money, not so happy to provide the service or any support!
  • Reviewer
    Location
    Chelmsford Essex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Theses were the best people to go with. Unfortually that no longer happens. Waiting time for them to answer phone average 1hr. When having a fault. Blamed it on the Cumbria floods. All lies. Do not go with this company. They tell you that they are a small company. They are a sub of bt. Digusting and false information.
  • Reviewer
    Location
    Chelmsford, Essex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Everything about plusnet is wrong.
    My landline I had for 40 years deteriotated and though I could call people could no longer call me.
    My broadband was slammed this means taken over by another company without my consent, this is how poor their security is.
    Got no apologies, emailed their ceo who cannot even reply himself as he probably thinks he is too high up for all of us little mortal.
    To speak to them I was left waiting for more than one hour at a time.
    And yes during all the downs you will still be paying for services you are not getting, I call this fraud.
    Terrible, horrible, really trust me don't go there.
  • Reviewer
    Location
    Cheltenham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    worked fine for a year - gradually slowing, and slowing...cutting out. Customer Services said "its your wifi", so ethernet lead connected, speed of 0.7mbps. On a £38 month fibre contract. They lie through their teeth at customer servivces, leaving plusnet as 4g dongle is 40 times faster than plusnet fibre....
  • Reviewer
    Location
    Cheltenham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet are absolutely atrocious. Only been with them for 6 weeks and it's been problems - of Plusnet's making - all the way. Their customer service is the worst i ever had the misfortune of dealing with in any organisation. Unresponsive, unwilling to take ownership of the problems, even zapped the account with a £50 penalty for non-existent visit of an engineer to the premises to "fix' the problem. Two Openreach engineers on two separate engineer calls said the problem was with Plusnet, the Pusnet response was "can't be a problem at our end, we'll have to book an Openreach engineer"!!!! How did they think this would give a different result. In the end I had to insist with the Plusnet tech dept that the problem was with them and tell them exactly where the problem lay (as per the OR engineers) before any reasonable attempt to fix the issue was made.

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