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 2672 customer ratings since 2021-01-26 (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.

3,492 Customer Reviews over 88 pages

  • Reviewer
    Location
    Aberdeen
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely appalling service. How can as service provider company operate on this low level of competence is beyond me. I received an e-mail telling me I have overdue cancellation charges to pay. It included a phone number to phone and to settle the changes. I phoned in only to be told that they no longer take payments over the phone. Not a big deal, the automatic answer points me towards a website called plus.net/pay to settle the bill. I type it in and of course it comes back with an error. Left with no other options I am phoning in again, am told the waiting time to speak to an advisor is currently 15 minutes. I have already been waiting 35. Plusnet, I suggest you sort out your service because you will have no customers left. In today's world filled with broadband companies and choice, you really need to rethink the way you treat your customers.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Take my advice folks dot use this internet provider bad service,bad custumer service with unrealistic terms and condition.

    My internet has been cut off(without my permission I'm with Sky) only to find out that plus net is my new provider this was possible by simply a person claiming that they live at my addres( easily could have been done by Plus net as a tactic to over take better providers).Contacting custumer service reveals shocking bad service,they can't do anything about they're mistake can't even call their clients in my case the stranger that registered at my addres but they have permission to take over the Internet line from different providers like virgin,and sky. Money making scheme on people's back.Waste of time...
  • Reviewer
    Location
    edinburgh
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    terrible customer service. Depending on who you get on the phone will determine what "story" you get told.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Used to be good but now ... have slowly become the Ryanair of broadband providers
  • Reviewer
    Location
    Aldershot
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute useless. Customer service is nil. Short of staff as when I chat to one of them, I was told. I spent 45mins on hold and still nobody answer the phone. It his happen to me 3 consecutive times within 2 days and decided to chat which was useless too as she could not deal that problem on wedchat and advised me to ring them instead. It an absolute waste of time. Deal with bigger company not this cheap rubbish.
  • Reviewer
    Location
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely terrible service, been with Plusnet for almost a year now had no improvements and had multiple engineers saying different things about why the connection speeds are so bad. It’s like there constantly making an excuse for problems and don’t fix it all they want is your money and don’t give it to them. The highest Mbs we have had is about 20 and that’s doesn’t last for long either. There unreliable, unpredictable and the worst broadband ever.
  • Reviewer
    Location
    Reviewing
    Plusnet
    Date
    Ratings
    • Speed
      2 stars
    Comments
    Absolutely horrendous Broadband I’m that annoyed I’ve had to make another Review. For the past few months of being with Plusnet there have been nothing but bad, the customer service is awful and not helpful at all, the connection is unreliable and usually only reaches speeds of 8-10mbs (megabytes per second) and I can barely even browse and search with the Wi-Fi with ought being disconnected. I cannot remember one time where the Wi-Fi was at least “Decent”. This Broadband needs to be shutdown and that isn’t an over-exaggeration either look at the rest of the reviews. My main advice: Do not waist your money on this crappy broadband- Is not worth it
  • Reviewer
    Location
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I’m that pissed off this is my 3rd review. Honestly, not much to say about this company other than they are a bunch of rip-offs with poor, slow, awful WiFi. My Internet sometimes can’t even reach above 1mb!!!! When We’re paying extra for “Fibre” which is apparently meant to give you “25mb” the “engineers” know no more than I do and are useful as a brick wall. Unless you want to put your money down the drain then don’t get sucked in to their contracts.
  • Reviewer
    Location
    DAGENHAM
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    rubbish, customer service even more verse you have to min 15 to 20 min for first answer and then on and on, i made contract so i am stuck but please read review before making your mind.
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Comments
    So so so bad... I got fibre optic but it is so bad. Speeds of like 4 megabits per second are way below anybody's standards.
  • Reviewer
    Location
    Minehead
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst customer service I have ever experienced. Call waits of over an hour for months and no sign of improvement. Had to pay £140 to leave - letter sent to wrong address and had to wait on phone for an hour to pay this as no automated payment line. Funnily enough if you ring sales you get through instantly. Will never return. Avoid!
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just avoid. The service was bad when we had it, then the cancellation process has dragged on for over 18 months! We cancelled because we were moving to the USA - then two months later they got a debt collection agency involved saying we owed them money. That eventually got resolved. Then, a year later they did the same thing again! As we live abroad we got the letters late and discovered one threatening imminent court action! They had 'forgotten' to remove our account. So now my credit rating is affected negatively and I've spent many hours trying to resolve everything. They also refuse to send me confirmation that the debt collection has been informed to stand down. A total nightmare. Avoid!
  • Reviewer
    Location
    Scotland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Was charged £65 for engineer visit to bring speed just above minimum guaranteed speed. Customer service not great either
  • Reviewer
    Location
    Cambridge
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was lied to when taking out my product and would not have signed up had I known. Resulting in bills much higher than quoted when selling. However by the time you get the bill you are outside the leaving stage and are stuck with them. Also very hard to try and get an actual breakdown of your bill - this should NOT be difficult to find PlusNet! Appalling customer service if they EVER answer the phone. Website pages are also unavailable - I have currently been trying to pay my bill for 2 days as they NEVER answer the phone and the webpage to do this is unavailable. Learn from my mistake and do not join Plusnet.
  • Reviewer
    Location
    Glenrothes
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been a customer for over 11 years. Tech support has always been mediocre, but in the past rarely needs so lived with that. However, Benn without service for almost 2 days and cannot contact support. Ticket facility and chat unavailable, phone not answered and messaging via twitter and Facebook ignored.
  • Reviewer
    Location
    Glenrothes
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been a customer for over 11 years. Tech support has always been mediocre, but in the past rarely needs so lived with that. However, Benn without service for almost 2 days and cannot contact support. Ticket facility and chat unavailable, phone not answered and messaging via twitter and Facebook ignored.
  • Reviewer
    Location
    Devon
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful, useless company. Took SEVEN months to connect and then Plusnet still didn't connect on the date they finally agreed to. Within weeks prices went up and the poor wifi signal has resulted in many complaint calls to the company. Staff obviously trained to be sympathetic to appease the situation but I found this incredibly annoying and patronising especially as they still didn’t even try to rectify the problems! One call advisor even told me how I should sort out the wifi myself as Plusnet only provide a basic router. Will be leaving as soon as possible.
  • Reviewer
    Location
    Oxford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    For what we need the speed is fine. Recently we've had some problems and the customer service has been appalling. The technical support people were polite but useless and the engineer never came.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I would never recommend Plusnet. My broadband speed has always been really slow and their customer service is appalling - I'm currently in a 30 minute queue. When you do speak to 'customer services' or tech support - they aren't helpful either. A definite no, no.
  • Reviewer
    Location
    Angus
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Changing to PlusNet is probably one of the worst decisions I've ever made. In the three months I've been with them, I've had Open Reach out twice, lengthy conversations and chats with PlusNet and my internet is still mainly shocking

    It's 9.15pm on a Tuesday and I've just run a speedtest

    Download Speed (Mbps): 0.99

    Upload Speed (Mbps) : 7.83

    Ping Latency (ms): 350

    They're charging me £27.50 a month for this!!!!!

    Just don't go there - for the sake of your own sanity - just don't
  • Reviewer
    Location
    Huddersfield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    So far.....

    Issues with the switchover, so no broadband for nearly two weeks.
    Long waits to speak to adviser on the phone.

    Problems with the router, not very powerful (not as good as our old sky one) problems holding connection with our TVs and other devices

    Intermittent signal, I'm writing this message today using 4g on my phone.....

    You get what you pay for. We thought we'd save a few pennies making the switch, but it cost me a fortune in 4g data when the service was down and on wifi boosters.
  • Reviewer
    Location
    Keighley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This Company have got to be the worst service provider in history. Like everybody else I have been conned into thinking I had fibre, not the case, but Plusnet will not release me from the 2 year contract. (even though I don't get fibre) The e mails do not work, the service is shocking. There is no complaints department. Oh and by the way the internet never works. PLEASE AVOID if you want a good service. BAD BAD COMPANY
  • Reviewer
    Location
    Dundee
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Consistently lower than the 27mbps minimum guarantee, often at only 10mbps 3 months into the contract despite numerous calls and an engineer visit. Customer support are extremely unhelpful with the helpline often closed within stated working hours. I would recommend avoiding this company.
  • Reviewer
    Location
    Sunderland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Where do I start?

    Been a Plusnet customer for almost 10 years and I've today left and won't be coming back and I just hope this review helps a few people thinking of joining.

    In the early days when they were a bit smaller they were great, they could cope with the levels of customer problems they had and the network they ran. However recently their service is shocking.

    They have denied that they traffic shape connections but I have proof that my line has been traffic shaped.

    Their customer support staff have a very patronising way of dealing with customers, for example "Have you made sure it's plugged in?"

    They also WILL NOT investigate a problem until many more customers have reported that issue, so if no one reports the issue, you're screwed.

    They say on their website they have recently recruited a lot more staff to help improve customer service but today I had to wait 20 minutes just to cancel my service!!

    Plusnet used to be great and to be honest they are just living off that old reputation. The 18 month contract ties you down to the point where you feel trapped and that you have made a massive mistake joining.

    Do the right thing, avoid Plusnet.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ok actual internet speed but shocking customer service due to a recent change in there billing that does not account for the rewards amount. You cannot print an accurate VAT receipt and they don't even care or return your calls.
    I cannot believe they didn't fully test there new billing system before rolling it out.
    I'm done with plusnet.
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was very impressed with the service at first...but then my internet usage was spiking even when not in use so i unplugged router but every time I set it up again I kept being charged additional. The customer service department is radically understaffed and so is the technical. But not to bore you with the details and many phone calls later I cancelled. I originally refused to pay the extortionate fee but gave in eventually. They did confirm it was closed but i have a terrible feeling i am going to be hit with a further bill because they have the termination date as later than I even made the final payment so....I wouldn't ever return to their dire service. A typical case of a small successful company rising too fast and unable to cope and plan ahead.
  • Reviewer
    Location
    lincolnshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I was with plusnet for 6 years. November this year phone internet all went off. first call took 6o minutes to get through plusnet. they said it would be fixed the next day.. it wasn't, phoned again another 40 minutes wait, still the same answer it will be fixed tomorrow .never was I must have spent about 6 hours trying to get through to them.. when I did get through I was told the best time to phone was after 10.30pm.. but they close at 10.00pm. it took just over 3 weeks to solve the problem. but we were without a phone internet in that period.. they did give us back our monthly payment big deal. I left plusnet as soon as possible. they were good when they first started off . I think they have just got to big
  • Reviewer
    Location
    barnsley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Been with Plusnet a while now everything pretty average,tried to contact them about moving home took 45 minutes to get through went through all the BS about free house move worth about £150 but price of package went up and told I had to sign up to new 2 year contract.
    Poor show with customer services and they take advantage of your situation to extend the contract.
  • Reviewer
    Location
    Hannington
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't waste your time, none of their hype is true and I can't understand why trading standards and Ofcom haven't busted them for their lies yet. Just wait till your in a phone que for 55 minutes to speak to somebody. Watch out for them making you pay up to a year in adavance for phone line its all part of the con.
  • Reviewer
    Location
    Chester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet have gone from good to very bad.
    Most nights i am unable to connect due to
    the very slow speed.
    Trying to bid on ebay is now impossible.
    NOT HAPPY !
  • Reviewer
    Location
    County Durham
    Reviewing
    Plusnet
    Date
    Comments
    Rang plusnet (3rd try after waiting each time longer than 30mins) believing I had to renew or cancel my contract after 12 months (specifically made a note a year ago to contact them as on tight budget) to be told I had signed up for 24months and my payment was going up by approx £9 per month, absolutely no way I would have agreed to this. This is a complete con and although I can't afford to cancel I will cease to use them at first opportunity. Do not use plusnet but if you already have then check your length of contract.
  • Reviewer
    Location
    NW2 London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They might look like a good deal at first but they will slap you with a very cancellation fees if you leave before contract is due.
    I migrated to BT after only 9 month and for the same price my upload speed went from 1MB to MB10.

    Plusnet is a bad broadband service provider from Yorkshire. I would avoid at all cost!!!!!
  • Reviewer
    Location
    Oxford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company we have dealt with. Slow broadband , and at times no broadband, constantly having to try and re-connect. Having to use 4g to access internet on my phone. Our contract is up in July and we will not be dealing with them again. Worst decision we ever made joining plusnet.
    Stay away from this company!!!
  • Reviewer
    Location
    YORK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We've been with Plusnet for 2 years. What a nightmare. During that time, we have had put up with prolonged and frequent downtime ie. internet connection failure and, when it did actually work, the speeds were so slow it was painful. Every time we reported it ( after horrendous waits in phone queues), we were expected to go through the same ridiculous rigmorole: having to proof that the fault is not ours. then having to wait for an engineer to come out then listening to the engineer guess what might be wrong and say they'd fixed it. They hadn't. Plusnet expect the customer to do all the legwork. If you don't tell them within 14 days of an engineer's visit that the problem is persisting, they insist that you have to go through the whole insane procedure again from scratch. they also refused to reimburse us for downtime - so effectivelly, we've been paying them for nothing. Getting on their backs to resolve things could quite literally become a full time occupation. Some of the call handlers are so obviously jobsworths, it really is pointless trying to press the the point that their service is appalling - they simply repeat the same platitudes from their scripts over and over and over again. We've had enough and are changing provider.
  • Reviewer
    Location
    Derbyshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been a Plusnet customer for several years both for residential and business. The week before Christmas we lost broadband, we have BT telephone lines both at home and work, now if this had been at home never mind but we are in retail and we couldn't use the card machine. We finally regained broadband 3 weeks later, lost goodness knows how much, no compensation, they don't do it, but we got £14 for our trouble! Back in April when they forgot to connect me at the new house they gave me two months free broadband but it cost me £140 to phone them! We had a threatening email over the holidays saying they were taking us to court for un paid bills I rang to complain they just apologised and said it was the wrong account, two days later we were reconnected. Open reach said Plusnet had cut us off cos there wasn't anything wrong with the line! They kept adding more time to my broadband at home over the holidays and when I rang to complain I was on unlimited the sods said they had no record of it nor my move they said they would listen to the tapes, they didn't say it would take 10 days until I rang to ask what was going on but I have now been waiting 2 weeks! Customer service? What customer service!
  • Reviewer
    Location
    lancs
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Stay away they are totally inept and liars .If you have to phone just phone sales team who answer straight away unlike customerservices who don't answer at all .Have been given 8 different dates now to when broadband will be switched on and I have still none.You have been warned?
  • Reviewer
    Location
    B74
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Since April 2015 we have had what can be, at best, described as poor connectivity. In the last 9 months every inch of wiring in our house has been replaced. We have had 2 routers, 2 replacement wirings and 2 new sockets yet we are currently receiving 0.5 Mbps download speed (we are less than a mile from the exchange so considered to be 'close'). Having spoken to Plusnet, we should expect between 5 and 11 Mbps. The important point here is that 5Mbps is the MINIMUM exptected value. By Plusnet's own standards they have failed to provide us with 10% of their minimum level of service in the past year. Their customer service is very friendly and helpful but this is mitigated by their inability to provide the level of service required in the 21st century.
    There are only so many times we can switch our router on and off and check the connections.
    Plusnet may be friendly but so is my labrador and I would not trust him to provide me with a reliable internet connection.
  • Reviewer
    Location
    Devon
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would not use this company they are just after your money no loyalty for having been a good customer for over five years ... Due to coved I had to cancel and they try and take 200 pax of me not taking account my situation and my customer record.... They don't care about anything but money
  • Reviewer
    Location
    hertfordshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Signed up online including providing bank details for direct debit. 10 days later, no router arrived, not received any confirmation from Plus. Telephoned them to find out that they have done nothing as they havent bothered to take the money. I hear they have been bought by BT which may explain the deterioration in their service. Cancelled order and gone with someone else.
  • Reviewer
    Location
    Slough
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Im with plus net since June 2013 I Switched to fiberoptic June 2014 not had any single issue with speed and reliability I highly recommend fiberoptic then normal broadband & their customer service is five-star and prices are very reasonable.

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.