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)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,492 Customer Reviews over 350 pages

  • Reviewer
    Location
    Ormskirk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Dear Philip, I understand that BT is the owner of Plusnet. Sorry to be writing to you with an email you do not truly want. I am writing this to ensure that you are aware of the poor performance of a BT-owned company. I would like to suggest that you look at the reviews being left on Trustpilot for Plusnet, currently, the current score is 1.4/5. Unfortunately, I have seen it necessary to add a negative review adding to the woeful list.  I have just left what I believe is my fair estimation of their performance. Sorry, this mail is wordy however it is balanced and fair. Introduction:
    Plusnet, what a massive disappointment. I couldn’t give a sub1 star, or I would. Plusnet offered me a cheaper service with good speed... I thought "What could go wrong? I mean..... they even have UK Call centers”.How far from the truth could I have been? Please read if you are thinking of using Plusnet as it may save you time and money. The issue: Broadband supply to the house seems stable at 44Mbps (GOOD)and an upload for 13Mbps (GOOD)
    Wired Ethernet (RJ45) seems to be OK (GOOD)2.4 Wifi works very slow. 20mbps max but stable (POOR)5 Wifi is unusable with constant dropouts in Wifi and down to sub 2 Mbps performance. (TERRIBLE). I rang for assistance: Plusnet, the first person I spoke to was rude, passive-aggressive, and really wasn’t the person I would expect to find as someone to offer help to others. The second time I rang, I spoke to a nice guy who really did try and help. But after more phone calls, it just developed into a long list of reasons why they were not to blame, and why they refuse to guarantee their own products Wifi performance. I suspect this is because they know it is such a poor performer. Plusnet excuses: They continued to tell me, it was most likely to be my issue, due to a very long list of excuses which were based on no data: Geographical location, The distance from the router to my computer, Local interference, The house structure, Other Wifi transmitters local to me, My computer. The reasons just went on and on. My Findings:
    The Vodafone Router and service that I used before had no issues, the 2.4 was faster by far and the 5 was rock solid. I found the same good performance with2 or 3 other routers before from other providers. I believe that this proves, many other different routers did not have the issues the Plusnet item did. I did explain this to the Plusnet team, but they're relentlessly stated; that they don't offer a promise that the Wifi will work! I still find this amazing almost item that connects to the internet use Wifi. Is it legal to supply a product contained in a contract that doesn’t do what it says it can? The Fix: I tried everything they offered to fix it, not one of the items that Plusnet advised proved the reason for the issue. The nice guy from the second phone call clearly told me that the router is most likely the issue and it would be good to use another. I bought an Asus router for the cost of£220 and set that up. Since this, I have had fast unbroken service.

    Plusnet’s Resolution:
    I received an email request for a response of how their customer services had performed.  I took the opportunity to inform them that they were poor performers and welcomed a phone call to talk about it. I was surprised that they did call! I ran through the hours (10 plus)that I had spent in total trying to correct the issue. I was offered £35 as a contribution. I explained this is pocket change and was insulted that they thought this was going to make me happy. I asked for them to contribute 50% of the cost toward the router, which, I had bought to correct the issue, and which has fixed the issue. His answer was “No”. I made it clear to the manager that I was going to write this review of Plusnet because they were not willing to contribute 50%. His response was apologetic but thought that this was not their issue and I was asking too much.
    I feel leaving this 100% honest review may protect potential future customers and warn them.
    From the adverts I have seen, Plusnet, in my estimation promises to be a great and friendly service, this really hasn’t been the case for me.  
  • Reviewer
    Location
    Brigg
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Absolutely Anything BUT Garenteed Speeds I Am Currently Playing For The 60mbps Pack And Im Receiving 1/6 Of That Speed I Should Be Garenteed Absolutely Shocking How Bad You Get Scammed Nowadays Horrible Speeds
  • Reviewer
    Location
    Scunthorpe
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling service been using it for 1 and a half years, had too many issues that aren’t even countable. Everytime i ring nothing is taken seriously, a new old router is sent out and doesn’t work and all, have the wiring re done, an engineer came out and said they’d given us the wrong router and it never works, no wifi ever, would never recommend this service to absolutely anyone it’s terrible, can’t watch anything on tv because the wifi is never actually working.
  • Reviewer
    Location
    South west
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Advertised online on the sign up page that you get a reward when signing up then refused to honour it. Nowhere in the T&C did it say you had to sign up over the phone. Terrible false advertising and speeds aren't great either.
  • Reviewer
    Location
    Bristol
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been a customer for 5 months now. Lot of distortion in VOIP services specially. Having issues with 2.5G and 5G integrated services in broadband, been advised to manually selecting the channels by going to admin window every now and then. Now I realise haven't been able to use my claimed rewards, which turned out to be a no simple process. Trying to activate the card but missed the deadline as stuck with Covid and isolating with the family. I have asked the customer services what could be done as I have missed the timeline for activation and surprisingly there is NO way you can get it back so lost another £50+ to plusnet. Now they have raised the monthly charges in first 5 months of 18 month contract. Still having the technical issues and not even getting the rewards which I have asked and explained missed due to medical emergency. The solution they have made is disabled the 5G line, which obviously impacting the speed. ZERO help so far and ZERO improvement on my complaints. STAY AWAY!!
  • Reviewer
    Location
    North Yorks
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was overcharged by £70 by Plus Net almost 18 months ago, nothing seems to get them to cough up despite their flu agreement that they overcharged us and that we should be refunded. Absolutely sick of this company. if we haven't been refunded by the time the contract is due for renewal, we won't renew. To be avoided.
  • Reviewer
    Location
    Devon
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Good customer service and good initial deal. We live in a 2 bed flat and the wifi doesn't reach our master bedroom which has been frustrating. Able to stream fine in living/dining near router. Now moving and have been offered slower speeds for higher price with no wiggle room. Easy decision to change to Virgin with a good deal and faster speeds.
  • Reviewer
    Location
    Leigh-on-Sea
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plus net has cost me a fortune lately. Terrible WiFi for months, cant work from home, can’t watch iplayer etc or search google without dropping out all the time.
    Engineer said nothing wrong with broadband, need new hub.
    Plus net said it’s my devices causing the problem & nothing wrong with hub.
    Had to pay plus net to leave their contract early now & joined BT. Funny how everything is perfect now I’ve got a new hub. Grrrrrrrrrr
    Plus net- just don’t do it. What would a new hub have cost them? Now lost my custom & definitely lost my respect
  • Reviewer
    Location
    Aberdeen
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Would not recommend - the router’s power cable stopped working suddenly on DAY 1!!!!
  • Reviewer
    Location
    N. Ireland
    Reviewing
    Plusnet
    Date
    Comments
    I have had Plusnet since January and am extremely disappointed with this broadband. I have difficulty contacting this company to try and get the problem sorted. I thought talk talk was bad but Plusnet is completely awful.

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.