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
    4.3 stars
  • Customer Service
    4.4 stars
  • Speed
    4.1 stars
  • Reliability
    4.3 stars

Based on 798 customer ratings since 2023-07-21 (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.

3,755 Customer Reviews over 94 pages

  • Reviewer
    Location
    Llandybie
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company that i have ever had to deal with, have had a technical issue since it was installed 18 months ago, no one is capable of resolving and when i ask to move they have the cheek to charge me.
    DO NOT USE EVER------------------
  • Reviewer
    Location
    Sheffield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Upon contacting your services in August, I was informed that, as I did not have an English bank account, I only needed to borrow a friend's account information and then, when I had a user profile, I could put in my Norwegian details. This proved to be false.

    I never received either a phone line or broadband router, as I have informed the customer service team on the phone several times.

    Not hearing anything for months, I was shocked when my friend told me that you had taken a monthly fee from his account. When contacting customer service (again).

    After apologising for not delivering the service, thereby admitting that it was not in effect, customer service still insisted that I kept paying until they could install one later in January (four months later). I would therefore pay a monthly fee prior to the installment of the service. By then, of course, I never wanted anything more to do with this company.

    Finally, I insisted on cancelling my "subscription" with Plusnet. Talking to a very apologetic young man on the phone, he tried urgently to convince his manager that I would be exempt from the cancellation fee since I did not actually cancel anything (since no service was ever supplied). Yet the manager, of course, insisted on the cancellation fee to be paid.

    This is shameless, fraudulent, and disgusting behaviour, to demand payments and fees for a service without ever supplying it.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    Comments
    PlusNet are a Great service provider. I was with Virgin, who were fast, but unreliable. I'd lose connection for several hours most weeks. Then I went to Sky. They were reliable, but while they advertised 60mbs, (which it was at the hub), I got only 35 mbs when I tried wireless, and just 5.7 mbs when upstairs away from the hub. Now, with Plusnet, I get the reliability of Sky, with the speed of Virgin, and at a cost lower than both Sky and Virgin. Unless they really jack up the prices, I am staying put. Thoroughly recommended.
  • Reviewer
    Location
    Hurstpierpoint
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I have just managed to activate my plusnet purecard to access my £50 discount. I am disgusted that it has taken so many steps to activate this. This company has created a process designed to ensure as many people as possible do not realise the card value.

    This process is discriminatory to so many different population groups, particularly the elderly / people with learning difficulties / illiteracy and people with adhd.

    If discrimination is a value of plusnet company i will certainly not be renewing my contract next time.
  • Reviewer
    Location
    Peterlee
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    For the first 12 month of the contract it just kept dropping out. had to reconnect all the time. Last 6 month of the contract got better, but still dropping out. Never ever plusnet for me.
  • Reviewer
    Location
    GLASGOW
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I have been waiting 6 weeks now to get connected since my inital sign up date.

    Trying to get any information from anyone at the company as to when I will be able to access the internet has been like corresponding with some organ of the Soviet bureacracy.

    Brodband speed and reliability only get two stars becuase I have no idea whether or not they are any good yet so woud be unfair to judge too harshly.
  • Reviewer
    Location
    Bridlington
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Connection has been dropping out continously throughout the day for well over a month now. Anything from 5/6 connection drops a day to almost hourly and many times throughout the night.

    Issues happen, I understand and it's how these things are resolved that count.

    I've tried absolutely everything internally, swapped out every ethernet cable for new. Process of elimination removed every device from the router. Brand new filter. Removed phone connection. Tried several computers. Disabled wifi. etc etc etc. This was off of my own back by the way because plusnet sure haven't tried anything other than sending a new router (which didn't work by the way).

    Well it hasn't been resolved. Countless phone calls and hours wasted later, I have been promised engineer vists on 5 occassions over the past month and every single occasion not one engineer has arrived. Meaning I have had to spend yet more time on the phone chasing it up, promised the engineer would definetly arrive this time over and over. It's an endless cycle and the support team can not reassure me it won't happen again (although one did promise to personally take responsibility and call back to check in... which of course they didn't).

    One "Tech support team" told me it's not plusnets fault, they can only open a request for an engineer from open reach to visit the property. If they don't turn up it's out of there control. Well fine, you're service isn't fit for purpose in that case because if an issue occurs you have no power to fix it, then it's not fit for purpose.

    I had no option but to insist my account/contract be closed without fee or penalty. Which was agreed to, so far so good... Lets see if it goes as smoothly as promised.

    I'm trying to run an online business with a connection that drops out continously. Now I have the inconvenience of switching providers and potentially more down time running an online business. Ruined what should've been a productive start to a new year, instead i've spent it problem solving and sat in phone queues listening to ear piercing call queue music, having the same conversation over and over never to be resolved.

    Times are hard, everyones looking to cut bills down but you get what you pay for I guess, should've known better.

    Avoid.
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Plusnet
    Date
    Comments
    Would not recommend plusnet if it was a last resort.i was left with no phone line for weeks with no explanation when called the customer service on line for hour at a time and promised a return call with updates which never came then the broadband was cut off again another hour and a half on the phone to be told that my order had to be reordered no explanation as to why the broadband had to be reordered as it was working fine in the end I got so fed up with there service I changed provider. This happened just before Xmas and as a new customer was totally let down by plusnet
  • Reviewer
    Location
    Ellon
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Does this company exist? we tried to move to Plusnet beginning Dec 2022 and we are still waiting to be sort out. the phone number is pointless as nobody answer the phone. I cannot say anything about broadband speed and reliability but Costumer services really bad
  • Reviewer
    Location
    Worksop
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They are the worst company ever avoid they if they a agree something they do quite the opposite do yourself a favour say away from this terrible company all they are after is your the customer service is total terrible rude and tasty staff don't think about its customers DONT GO NEAR THEM AT ALL
  • Reviewer
    Location
    Norwich
    Reviewing
    Plusnet
    Date
    Comments
    Plusnet/BT in Norwich. Overall Upload and Download speed is very poor as well as frequent outages with no recourse available from their side that would solve the issue.

    Do not recommend.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    This is the first time I actually bought broadband. The experience with plusher was absolutely terrible. Some staff members were very rude and aggressive. Did not receive any router 3 tunes after they so called send it. Was out of internet for nearly a month and could not work. No compensation offered to me and immediately cancelled my contract. I cannot believe how unprofessional this company is. Keep away
  • Reviewer
    Location
    NW England
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Made an order through Plusnet for my elderly disabled mum. Made an account, got everything in line, entered her bank details with her the lot. They never sent anything through and when I rang them up denied all knowledge of the account we had set up. Complete time wasters.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I spent 3 months dealing with these clowns after ordering bb. 6+ missed appointments, multiple hour long phone calls and still no bb. I cancelled the order after they failed to show up again with no reason given. Avoid the scammers over at scamnet
  • Reviewer
    Location
    Marlborough, Wiltshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Spend the money on a ‘big boy’, because this will consistently let you down…
    Have been a customer for 6 unfortunate years. When previous contract expired, was given option to upgrade broadband capacity for a good rate - I should have known it was a lie. My WiFi is actually worse now than before. And customer service is non-existent! Really disappointing, bad value.
    For example: I’m watching a film currently, and every 15 minutes the sound cuts out, then the screen freezes. I have to turn back a few minutes (if it will let me: otherwise exit and re-enter altogether), knowing it will happen again in a few minutes.
    Not my problem if they regularly cannot meet the guaranteed MINIMUM speed we contracted.
    Freeview is much more reliable; so if you can receive it - USE IT!!!
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I have been with Plusnet for many years and until recently had no cause for complaint 2022 was a different matter - on renewing my contract I was not offered a particularly beneficial deal in comparison to the prices offered to new customers End of Oct my internet went down and was without it for over 10 days Explanation: Service Outage whatever that is Multiple calls with multiple tests of the line and eventually got it back but no refund for the days I paid for where I couldn't use it Now the Plusnet Email doesn't work - inbox just buffers and according to the 'Service Records' there are no major issues / maintenance going on This has been going on for some three weeks and after unfortunately being separated from family over Xmas due to covid - no chance of having my Xmas Zoom meeting on Christmas Day. I am also using the email to arrange a house move so not being able to look at messages really doesn't help. Always delays on the customer service phones too - No idea why the service is now so poor but I will soldier on for a few months until I move then I think I will have to change supplier - I am disabled and on a limited income - value for money and a quality service is priority for me and as I am clearly no longer getting it - just paying for an expensive dud!
  • Reviewer
    Location
    Grimsby
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    This service is awful. It’s a nightmare. They make a new problem for me every week. First, after my call at the begin of November they took 22.99 GBP from my account and we were agreed about that that my plan is 22.99 GBP per month. I switched the broadband from John Lewis to Plusnet. I should receive the router at the end of November, but it didn’t come. I called after few days and somehow they ordered and cancelled delivery twice. So, they ordered again and it came finally. Then they said that I have to receive an email on the 14th of December and after that, they can connect the broadband to my house. Ok, but then John Lewis took 47 GBP from my account. They said that they will send me my money back, but they didn’t. I didn’t receive any email on 14th of December. So, I called them and they sent me an email and after that only I could get a broadband connection to my house. I’ve tried to connect and it didn’t work. So, I’ve had to call them again. They forgot to connect the broadband to my house
  • Reviewer
    Location
    Oxon
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Our contract run is couse, so we changed BT solo for £21.95 per month
    Plusnet/ BT did not process the change over and kept us on £60 per month.
    Both plusnet and BT solo were no help
    refusing to give us the £21.95 rate as promised and only offering £26.95
    not to be trusted
  • Reviewer
    Location
    Kent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID, AVOID. Kept delaying connection and do not answer calls. I cannot believe how woeful the service is, diabolical doesn't even come close to describe how bad. Biggest regret and worst service from anyone I've ever had. Should be investigated by Trading Standards for selling a service not fit for purpose. Stupid adverts are a reflection of what to expect. Disgusted beyond belief.
  • Reviewer
    Location
    Durham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Oh my goodness I've never had worse service! Paying for fibre but connection is ridiculously slow, intermittent and struggles with more that one or two devices connected. Complaints to customer service got me no where and despite never having received their guaranteed minimum speed I was charged a hefty cancellation fee. Avoid!
  • Reviewer
    Location
    North Norfolk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have been with plusnet for 20 years now. The first year I had dial-up then progressed to adsl broadband. Always had a reliable service. Two months ago I bit the bullet and upgraded to FTTC fibre. Change over occured on the agreed date, but the new speed was variable, sometimes it was slower than my previous 17mbps broadband. I reported the problem to them (I was surprised to find I was only on hold for about 3 minutes!) Anyway they did a remote test on my line and diagnosed a potential issue with my house line, so arranged for an openreach engineer to visit later that week. The engineer arrived at the arranged time and diagnosed a faulty master socket. He replaced it, and tested again. Problem fixed! I now have a rock solid 39mbps download speed. 5 stars for plusnet from me!
  • Reviewer
    Location
    Dudley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    terrible service, my engineer was supposed to be here Monday the 5th Dec didnt arrive, heard nothing tried to contact Plusnet over passed three days clocked up 9 hours 22 mins waiting to speak to customer service! more like sales prevention I was ringing to try and sort out the problem but now not interested in dealing with such a poor company cancel my deal mind you havent done anything to cancel!!
  • Reviewer
    Location
    Heywood
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    plusnet have terrible customer service. I was without my landline for four weeks which I rely on heavily to communicate with elderly relatives who I care for- and now to add insult to injury Plusnet have disputed that I had no landline service so that they can get out of paying compensation even though it was clearly logged at every call to them to resolve the landline issue. I would not recommend them and its a shame that their customer service is so dreadful.
  • Reviewer
    Location
    Ammanford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      5 stars
    Comments
    No issues with reliability, though everything else is woeful. 200kps is mid 1990s broadband speeds. Ring up to complain and they just tell you it's your wireless network which is slow, though I use the router via Ethernet.

    So basically it's a complete scam, pay for a package promising 30Mps, get barely 1% of that whilst they lie to you again on the phone.
  • Reviewer
    Location
    Daventry
    Reviewing
    Plusnet
    Date
    Comments
    Did not even get it installed offered a £50 voucher not to cancel installation refused this as will not answer phones
    Completely rubbish company
    Avoid.
  • Reviewer
    Location
    Rugeley
    Reviewing
    Plusnet
    Date
    Comments
    Everytime I see that advert I want to throw something through the screen. 40 minute wait to get through to customer services. Ordered 16th November, 5th December still not connected,so I have cancelled the order and gone back to Sky
  • Reviewer
    Location
    Wilmslow
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Cancelled this in April. It is December now and still charging me double what was in the contract and it doesn't even work
  • Reviewer
    Location
    GUISELEY
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shambloic customer service
    Upgraded to full fibre ,now have worse/ no internet.
    Have called customer service over 6 weeks most are usless and palm you off to different departments or blame engineers!!
    The ones that do have teeth have them to lie through
    Absolute disgrace how we have been treated and no sign of my internet been resolved
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst customer service I have ever experienced. Numerous sales advisors told us they could install our broadband before they actually could. Cancelling the service took multiple phone calls where I was placed on hold, often for over an hour. We then couldn’t install our new service for several weeks because they didn’t inform openreach of the cancellation.
  • Reviewer
    Location
    Kirriemuir
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unable to use Instagram, Facebook, YouTube and most other things on my iPad without repeatedly closing apps down, hard to believe there was worse than BT but for over a year I have suffered with internet from 1995, do not recommend.
  • Reviewer
    Location
    St Albans
    Reviewing
    Plusnet
    Date
    Comments
    Waited 3 weeks for my Internet (they took money off me straight away). 2 days before it was due to be set-up I received a text stating that my broadband had been cancelled! Phoned up (an hour wait) and was given no reason why it was cancelled and was told it would have to be re-ordered - and another long wait. I told the staff member that I needed to know when it would be set-up and would like to claim compensation. She assured me that I would receive an email the next day, informing me of when it would now be set up plus a compensation claim form. After a week I have received nothing. 5 weeks on I have no internet and I am now totally in the dark and £89 out of pocket. Atrocious service (huge waiting times when trying to speak to them).
  • Reviewer
    Location
    Huddersfield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking internet connection, as soon as more than one device is connected you might as well not ever bother with the broadband as you'd get better connection living in 1200 BC. WILL BE GLAD TO LEAVE THE USELESS SERVICE AT THE END OF THE MONTH. GOOD F'ING RIDDANCE
  • Reviewer
    Location
    South Staffordshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Unfortunately unable to give no stars for overall satisfaction or customer service. I would definitely not recommend Plusnet, we were left with no broadband for over 30 days and 4 missed Engineer appointments with no explanation or apologies. It created huge issues as I work from home and took 3 annual leave days waiting for non existent engineers, a month on still awaiting compensation...AVOID!!
  • Reviewer
    Location
    Cramlington
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Well I'm amazed that Plusnet have the cheek to say they have award winning customer service. Not only did I lose service for the second time and never received a satisfactory answer as to why, for the second time I never received any compensation which allegedly is automatically granted for loss of service. Lost faith in this shambolic company and starting to review a replacement provider.
  • Reviewer
    Location
    preston
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    there just bad bad bad and ermmmmmm awful my 1st time with threm never again never had a bb issue in over a decade with any 1 else but these fools god damn awful constant drops every night knocks out any thing and everything they dont give a damn cannot believe these fool are still in busniess other than oh yes offering cheaper BB to join and it runs fine till a few wks after ya cooling off period ends funny that huh ? i was told by a mark its my microwave so best toss that out huh ??? they are a joke
  • Reviewer
    Location
    Birmingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Oh gosh,been with Plusnet for years upgraded to fttc broadband but it's sooo up and down and of late it's showing speeds which are around adsl range ???
  • Reviewer
    Location
    Eastleigh
    Reviewing
    Plusnet
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    The broadband was fine while we had it. Our problems started when we had to cancel our contract with them. When I called to question the cancellation fee amount I was told we wouldn't have to pay one so I thought great!! A month later nearly £200 was taken from our account! I have since made 7 phone call as to why this money was taken when we were told it wouldn't be and have had no response from any of them. This is the worst customer service I have ever dealt with.
  • Reviewer
    Location
    Newton aycliffe
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID AT ALL COST.
    this Internet cannot even run an xbox. Once you get up and running they will not help and will tell you lies constantly and only interested in getting your money
  • Reviewer
    Location
    St Helens
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    I've been with Plusnet for 5 years now and I've only ever had one issue which was resolved within a few days. They have always had the cheapest deals (if your willing to haggle) I pay for upto 74 Mbs and I get a pretty constant 72 Mbs with hardly any slow down at all. I'm about to upgrade to a full fibre (FTTP) contract so hopefully I'll continue to experience great service.
  • Reviewer
    Location
    Shropshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Had a telephone issue that I diagnosed as an exchange fault from Internet sites. Went onto Plusnet robot problem solver that went through various checks quickly and decided that I needed to talk to a human.
    A cheerful Plusnet guy with a "proper" Sheffield accent rang me. Went through some more checks and agreed with my diagnosis. He reported it to Openreach, told me how long it would take to solve and assured me that Plusnet would be checking to see that it was done.
    He then asked me how Broadband was working and is sending me a more up-to-date router free of charge.
    Fantastic Service!

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.