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 2686 customer ratings since 2021-01-24 (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
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Signed up for the cheap broadband offer and was pleased by service. I was kept informed throughout and the router arrived on time. On transfer day I was without internet for a couple of hours but when I phoned customer service the problem was immediately fixed. And I received my £75 payment card within about 10 days. So everything went well.
  • Reviewer
    Location
    Staines
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The speed were so slow I had to take out unlimited data on my mobile. After months of speeds that are worse than dial ups I cancelled in disgust! I went to pay my final bill but the idoits had shut my account down. They haven't tried to contact me AT ALL until today, I get a debt letter demanding £140!! £140 for something that doesn't work!! DO NOT USE THIS DISGRACE OF A COMPANY!!
  • Reviewer
    Location
    Maidstone
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I'm new to Plusnet and transferred on recommendation from a neighbour. Signed up online to a package, everything arrived OK and my phone/internet is up and running.
    I had a shock when I got my bill and had to call customer service, I got through very quickly to a guy called Alistair Leonard who was able to answer my question and sort my query.
    I was expecting a long wait and then struggle to speak with someone and a bog standard answer to my query but got none of it. Most reviews are poor my my experience was excellent so well done Plusnet.
  • Reviewer
    Location
    Trowbridge
    Reviewing
    Plusnet
    Date
    Comments
    If you have a life to waste spending on the phone to be passed off and have money in the bank for them to freely take without explanation to receive no services, feel free to sign up! Do not do it!!!!
  • Reviewer
    Location
    Northumberland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I was a customer of Plusnet for many years when suddenly they sent me a bill forty times what it should have been. I queried it and they accepted it was wrong and they cancelled my direct debit to avoid overpayment. Since then I’ve spent many hours on the phone, have spoken to over 20 people in Plusnet. All agree that they made a mistake but this led to their system terminating my broadband, closing my account and hounding me for payment including through a debt collection agency. It’s been the most stressful two weeks I can remember and now I’m without broadband and all the associated services whilst waiting for a new provider to be set-up. And I read that Plusnet have award winning customer service…..
  • Reviewer
    Location
    Brighton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Router keeps disconnecting and getting worse by the day.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Plusnet
    Date
    Comments
    Internet and rooter ok no problem there
    ok for first 3 months on payment system.
    now i am having problems with the billing system.
    They tell me my direct debit is wrong
    and my Debit card is declined
    when i know full well it is fine.
    I cannot trust them any more.
    Do not use Plusnet.
  • Reviewer
    Location
    Rugeley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    broadband cuts out maybe once or twice a day and for the past 2 weeks has been awful. upgraded to 'fibre' months ago to get a faster connection which gave us upwards of 40mb/s (not great but a definite improvement). now we are back to getting less than 15mb/s with no explanation or hope of improvement. shambles of a company.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I got plusnet after seeing their advert. "Award Winning Customer Service. The internet barely works, when I got it installed, they emailed to say great news, your services are live. Problem was, they hadn't sent a router. I was told they would compensate me with £35.00 credit, that was about six months ago and they didn't pay it and despite asking, there's no record of it. Very poor service as well as poor broadband
  • Reviewer
    Location
    South West
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Sometimes review sites really just need a 'no stars' option... and this is one of those occasions. Plusnet customer service is beyond appalling. The staff are polite and apologetic but when you really need them they let you down badly - repeatedly. It takes over an hour to get through on the phone. If you raise a ticket it will be days before they look at it - they may not look at it at all. They say they will do things and don't. Their automated fault reporting system doesn't report faults. Their automated billing system raises random bills. When your bill is due they block your access to their website so your only way of logging in or contacting them is via another internet provider. Honestly, I could go on all night. There are thousands and thousands of furious customers. How they are still trading is a complete mystery.
  • Reviewer
    Location
    West Malling
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Broadband move with Plusnet - an unmitigated disaster. Notified months in advance and only delivered almost a month after being in the new property.
    Numerous telephone calls and emails ignored or left open - at a time when we all work from home.
    Appalling - especially at a time when the UK has third world broadband speeds too. Avoid!
  • Reviewer
    Location
    Magor
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    This is my second review of Plusnet, the first was a very positive review after my broadband had been switched, but the router hadn’t arrived due to post delays over bank holiday. This was sorted out quickly and efficiently by Plusnet.
    Now I have had chance to use their broadband for a number of weeks and in my opinion it is excellent. The speeds are higher than predicted and I have had absolutely no outages or disconnections and our household is a fairly heavy user of broadband. I read many reviews about Plusnet on this site and the majority are very negative so it was with some trepidation I decided to switch, but I came to the conclusion a long time ago that the people more likely to leave a review are those with a bad experience and the people who are perfectly happy don’t bother. Hopefully this will balance things out slightly.
  • Reviewer
    Location
    Liss
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I called plusnet to change the account from my husbands name to mine. I explained to the operator that my husband has recently passed away and I had found an email to him from plusnet requesting we call to discuss what plan we wanted to be on when our 2 year contract ended in a couple of months. The operator took a while to understand but eventually after offering a cheaper price we agreed that the account would close when the contract expired which gave me a few weeks to get set up with another provider. Our Internet coverage had been playing up quite a bit recently and in fact wasn't working at all that day. I was told that there was an outage but service would be resumed ASAP. Next morning no Internet and now unable to make calls on the landline. I called at exactly 8am and got through very quickly. After quite a while I was told that the account had been closed the previous day and I no longer had access to the Internet. This was very bad news as so many things still have to be arranged for my husbands funeral. I now have no Internet or phone. Plusnet claims to want to care for its customers needs is a sham. At the worst time of my life I have been left totally without support. We were with plusnet for more than 20 years and truly did not deserve such appalling treatment. Shame on you plusnet.
  • Reviewer
    Location
    Leeds
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Until now I have always been happy with Plusnet but since I moved from Norwich to Leeds 2 weeks ago their customer service has been appalling as I tried to get the internet connected to my new address. After many phone calls and getting shipped between various departments to no avail I was lucky to get Darren Greenfield in Technical Support who sorted me out efficiently and got my internet connected at last. Unfortunately he seems to be a rare bird amongst a lot of useless incompetents. What a shame.
  • Reviewer
    Location
    Scunthorpe
    Reviewing
    Plusnet
    Date
    Comments
    Avoid like the plague. Broadband is slow and unreliable, going on and off. Can't wait to cancel it really right now. Should give them 0 stars for that piece of ****.
  • Reviewer
    Location
    nottingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Astonishingly bad customer support,,continually deny there is anything wrong with my connection,""why would they think that people would spent 30 mins of their lives getting through to customer support just to lie and pretend they have problems when they don't??""they absolutely do not want to fix this un-reliable unusable internet connection,PLEASE read the reviews and ignore this company like they don't exist,,I don't want,,""THAT'LL DO"" I want an internet connection that actually WORKS CORRECTLY avoid like the plague
  • Reviewer
    Location
    Derby
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    In every aspect they have been truly awful. incredibly unreliable, really slow to respond. after 3 months we still dont have usable broadband
  • Reviewer
    Location
    Hampshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Like most other companies offering broadband services, Plusnet is a reseller of the infrastructure provided by BT. Our broadband connection has been down for 11 hours. I called Plusnet, 57 minutes it took the customer service team to answer, to simply tell me they are aware of the BT network problem and that they are waiting for BT to fix it. My issue is that it took an hour for Plusnet to answer the phone, pretty dreadful. No indication on the Plusnet website that there is a problem.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up with an installation date confirmed, that date kept on moving further and further away with new promises made and broken until I cancelled it. Customer 'services' leave much to be desired - the only interaction that was straightforward was cancelling it. If you want broadband that actually gets installed, you might want to look elsewhere.
  • Reviewer
    Location
    Scotland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I could be sitting next to the router and the WiFi is so damn sloooow. Doesn't even load Facebook/Twitter feeds. I'll switch the WiFi off and it goes to my mobile data and it refreshes in a split second. The only thing that is keeping me with the company atm is that I can't leave... I'd rather pay more money and be able to use internet than have internet that doesn't work!
  • Reviewer
    Location
    Eaton socon
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Recently signed up for broadband an for my phone line to be switched from BT. Quick and easy an any problems were sorted extremely quickly. Bt did not want me to keep my number an stopped plusnet from porting it. I was with no incoming calls for 2 days before we realised. We called plusnet to find out.
    Customer service were polite an helpful and got my number back in under 24 hours would extremely recommend them.
    Excellent!!!!
  • Reviewer
    Location
    Plymouth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ive had constant problems with my internet and not once has a call to the main hub fixed my problem for more than a month.

    every time i would ring up they would run through the same thing and then blame it on the same issue then say they will fix it. but the problem will always come back.
  • Reviewer
    Location
    cheshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    You might as well be talking to your garden gate! these people have NO customer service complaints dept, you can complain to the relevant dept and they will investigate themselves!! WOW im sure this will wont be bias!!! Did you know if you have a broadband fault and they are unable to fix it, you will asked if you want to leave!! FIX IT? NOOOOO get rid of the customer and move on its much easier!! try getting a transcript of the telephone conversation! they send you a link to fill in a form, but thats lost within 23-30 other links within links!! Its despicable and shameful........"WE will do you **** or just get rid of you!!
  • Reviewer
    Location
    Nottingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    On reflection, I've made some bad choices, but one of the worst has been moving broadband to Plusnet (a wholly owned subsiduary of BT). Now my previous provider albeit more expensive was providing me a service of 65-70mg download, since my move less than 12 weeks ago, my download has never gone above 55mg, with a guaranteed min of 44mg, My TV streaming apps no longer function like they used to, my gaming platforms have not functioned since my move, Ive lost count the number of issues logged with Plusnet, none have been resolved, In fustration I requested termination of services as issues with service not resolved. Plusnet advise owing to no breech of service, termination will cost £148.00. Nothings changed in my life except my broadband provider, so if your happy with your providers service, but the price has increased may I suggest you stay as moving to Plusnet definately won't enhance your satisfaction based my experiences. Good Luck, hope you found this review helpful.
  • Reviewer
    Location
    Hartlepool
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    New customer no router no one advices you that you will be connecting to open reach box in totally wrong place no engineer even though I stayed in for 5hours and I have to pay for revisit WHAT a COMPANY what a mistake
  • Reviewer
    Location
    Tydd St Giles
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Signed up December 2020. They took 1st month's money. Sent email telling me my live date. Sent welcome pack. Opened an account with username ect. Sorted out technical issues, and yet according to Plusnet, I don't have an account with them. I literally have no idea who has been providing me with broadband for the last 4 months.
  • Reviewer
    Location
    Brighton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Escaped from Virgin as their price went up far too much and very unreliable, it took some time to get set up with Plusnet but that was down to open reach cockup. So far I have had no problems, I'm getting average 42 mbps and the whole house has good WiFi coveridge. Customer service has been excellent. I made a good move
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please do not waste your money by choosing Plusnet broadband. The connection is terrible! They have tried to fix our connection multiple times but seem to just make it worse each time!
  • Reviewer
    Location
    E1
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Had them for more than 2 years and never have problems, or got solved like instantly. The costumer service is the best I’ve ever experienced! Great price too
  • Reviewer
    Location
    Cornwall
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They’re taking hundreds of pounds from me and refusing to pay it into my account. Saying I have to wait for a check to get it back, but yet I haven’t received any checks. Horrible internet and they’ve been stealing money from me for months for insane amounts that they can’t explain.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgusting company. Non stop problems. Randomly keep taking money from my account and are now refusing to refund it into my account, saying I have to wait to a check. Surprise surprise, no checks have turned up.
    AVOID!
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The simple fact that this company is rated with more than 1 star by anyone is brilliant proof of the British sense of Humor. The service is..yeap, exactly like this. You just wait and the page will not load. They have mysterious issues with everything, except their own equipment. Just to have a rough idea of how a day looks like when you are using Plusnet:
    -I wake up at 6 am
    -until 8 am I'm doing exercises as for a mysterious reason the Internet it's just not working
    -after 8 am I start to use it, but wait, here starts the fun: the router drops the connection with my device. when reported they advised that I should put cables. Don't worry about the router's WIFI capabilities, that's just for design.
    -in the evening at 6 pm, it starts again. The internet is dropping, either the dsl, either the WIFI connection. Constantly.

    Would you like to know about their customer service? Well if you would like to sort out anything with them you should have a seat and some sandwiches. You will be on the phone for a few hours and they change the settings, it will work for a few hours and it starts again.

    On the same page, I would like to say that my mobile Internet provider(Three UK) has a far better service.

    Don't go for Plusnet, your mobile net is better than this.
  • Reviewer
    Location
    Peckham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Fibre broadband gets me speed of 10mbps, despite a minimum guaranteed speed of 22mbps. Very difficult to leave the contract with endless cycles of "investigations"... I wish they would allow me to leave the contract so I can try Virgin instead.
  • Reviewer
    Location
    Smarden
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Previously I had TalkTalk who were quite frankly......shocking. Then BT who were fine but expensive. Now PlusNet and they combine the best of BT and the price is reasonable. Billing system could do with improvement.
  • Reviewer
    Location
    Basingstoke
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    As others have said, it's reliable but when it breaks get ready for an hour plus wait to get through to the service desk who generally back off to OpenReach. These days, PlusNet are a typical crafty, money grabbing, rip off service provider. Watch out for those in build 4% annual price hikes. BT's influcence I have no doubt and I am taking my custom elsewhere.
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Have to restart the router daily as our wifi drops daily. It's getting ridiculous. Online forums all say the same thing about wifi dropping and whilst they pretend to fix it, nothing is done. Tried to call Plusnet and after 3min of robot twice it cut me off. Don't bother with them, useless company, useless internet connection.
  • Reviewer
    Location
    Didcot
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I signed a new contract with Plusnet (my previous account was cancelled because it was on my late partner's name). The broadband did not go live as scheduled, I already waited for 7 business days, even though I told them that my previous account in the same address was just cancelled, I still have the router and everything ready to have the service back. They didn't contact me why the broadband didn't go live until I contacted them, and they said it would take from 3-5 business days more. I wondered if the sale person had a look on the contract he just signed with me, or if anybody cares until I contact.
    I contacted them back and ford many times and It was too much hassles to I cancelled the contract.
    It's now 1 month 1 day and I haven't receive the refund in my account. Extremely disappointed.
  • Reviewer
    Location
    Hyde
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Unreliable , dont help to fix the problem said they was sending a new rooter after a week said its working so we not sending even doh its still keeps cutting us off while in middle of do something important, bad quality burfing all time ,speed is rubish pay for fiber yet dont get the right speed ill be changing provider just shocking !
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This was my 2nd phone call regarding speed problems, I pay for fiber optic broadband but in the evenings I can’t even use my facebook
  • Reviewer
    Location
    Dorset
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    We switched from Uno to Plusnet to save money, a decision we now regret.

    Upload speeds are as slow as the download speeds and the TV buffers often, even though there are only two of us in the household. If you report slow speeds, Plusnet always says an engineer visit is needed, even though nothing has changed in our household wiring configuration and everything was fine with Uno.

    Our advice - give Plusnet a miss.

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.