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
    Birmingham
    Reviewing
    Plusnet
    Date
    Comments
    joined plusnet because a friend recomended me but recently i have expirenced problems where as u make phone calls and u get charged high for them and u ask them a little facour and they make a big fuss also they say we wud do u proud that is very unlikely more like do u wrong its decieving
  • Reviewer
    Location
    Stourbridge,
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID WOULD GIVE NO STARS IF POSSIBLE! Disgusted with service I can't wait until my contract with these thieves is over! I called 100s times over the course of a year but was on hold so long that I've only ever been answered for three of thous calls. When we moved in and had the broadband it never reached above 2mb even though our contract is for 17+mb we had to only use one devise on the wifi at a time due to it being so slow. I was told to just reset the box or that there was no fault (BEWARE they WILL charge £64 every time they "don't" find one) I was never offered an engineer call out even though my landline and broadband didn't work. Eventually someone with some sense helped and sent one who discovered the issue was with the wiring on the phone poll to our house so it has been there since moving in. I then disputed that fact so as to get compensation for at least 8 months but was told as a "good will gesture" I was only able to receive £60 which barely covers the cost of calling them on my mobile since my landline didn't work let alone the charge I was given by Plussnet themselves for the apparent no fault in the first place. Trading standards states that the company must provide at least 50% constantly of what it contracted I received less then 12%! To top it all off the manager was very condescending and I hope I never have an issue again so that I don't have to speak to them!
  • Reviewer
    Location
    Doncaster
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not use this conpany it is shambolic something needs doing about them.They do not know what customer service is absolute incapable of doing there job's.I an still waiting for my refund.I have tooo my complaint to the FSA everyone who has experienced the same thing should do the same.The stress and upset they have caused me is unreal.
  • Reviewer
    Location
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    incompetent company who will deliberately lie and fob you off with excuses.
  • Reviewer
    Location
    Cambridgeshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Helplines always busy, 15-30mins or more. The staff are always protecting their own backs. The accounts dept are useless. They are still better than some.
  • Reviewer
    Location
    Great Staughton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am paying for a fibre optic internet and myspeed is never over 2mbps and drops 100 times a day.Tried toget i. touch with plusnet, each time wait over 35min on the phone and still have the same problem
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I was trying to reset my password using my android mobile phone. The site is not working properly: when you click on the "reset" button nothing happens. I get into a chat and ask for assistance. Assistance? No way, I was patronised and harassed for being a woman. Told to get a family member to help me cause I was doing something wrong, there is no such a thing as a reset button, you are licking in mobile option instead of Broadband as you should, etc etc. I asked a friend to do the same from her mobile (not android) and it worked. I reckon their QA did not spot the fault in their website yet. It is clear for the that the link is broken but "Shanny" on the chat does not seem to understand that and assume "Ana" is dumb and does not know how to reset a password. I wish I could add the screenshots I took of the conversation. Disgusting. I wish it was 2 weeks ago and I would have cancelled the service.
  • Reviewer
    Location
    Reading
    Reviewing
    Plusnet
    Date
    Comments
    worst provider, customer service access takes ages. they promised not going to charge 0845 and started charging, every month I've to call to get this clarification,still struggling. Don't go near them.
  • Reviewer
    Location
    yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Not happy with plusnet been messed about by them for weeks now moved house only a cross the road they book a B.T engineer come come out on the 6th oct to conect my phone line took the day of work & nobody turned up rung them then they booked it in again for the 21st oct took day of work ones again nobody turned up so got intouch then got a text message saying it WILL be on by the 24th oct can take up to midnight so waited again no phone on now they say it was a mistake about the 24th telling me now i have to wait 72 hours for there supplyers to get intouch with them to see when it can be put on WOT A LOAD OF CRAP just sick of getting messed about by plusnet
  • Reviewer
    Location
    London E2
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bad, interrupted wifi service, even though we recently moved to fibre optic. But the worst thing is the ABYSMAL customer service, for which you never wait for anything less than 30 minutes to be connected! Incredible in this day and age!
  • Reviewer
    Location
    Bradford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    There a joke wish we never went with them charged us for 056 number and didn't tell us u had to pay for them when every other companies don't charge
  • Reviewer
    Location
    Sheffield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Speed was always poor and connection erratic. Changed to EE and speed was immediately excellent and connection continuous on same landline etc. Despite excuses and prevarication for over a month, Plusnet now want to penalise me by charging over £50 for cancellation which they intend to take from my credit card without my permission. Be very careful if you deal with this organisation!
  • Reviewer
    Location
    Richmond North Yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Being a customer for 7 months, internet has been moderate for the rural area.
    I planned to move address and not take okusnet with me so booked cancellation day of the 30/9/18.
    They closed my account in the 7/918 and have left me without broadband or phone for 3 weeks. Not helpful when you work from hone often. Asked to be switched back on and the reply was yes you can have the phone line back on Monday but the B.B. will be a week. Sorry for ya being complete idiots and closing you down early have a nice day!!!

    Do not entertain Plusnet as a phone and broadband supplier, long wait time on customer service, direct debits cancelled and have to be reinstated through the term due to their incompetence and they choose when to close your account after you’ve given them a date.
  • Reviewer
    Location
    Leeds
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Order was due for delivery on 2/9/15. My existing broadband went off and I had no service. Spet over 12 hours on the phone with unhelpful and rude support staff. After 2.5 weeks took legal advise and cancelled the service. They then tried to charge me £188 for the phone part of the package. More legal advise and they backed down. Moved to Sky without any problems
  • Reviewer
    Location
    West Midlands
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Recently changed back to Plusnet from Talktalk. Everything now works fine for me and the current deal is cheaper than the old one. So all in all happy I made the change.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    2 months after switching my ISP (using MAC code etc, as advised), clearing my last bill and cancelling the direct debit, Plusnet started harassing me for 25 quid. My crime? To have switched to a service provider they didn't like (Post Office). When the salesman told me this charge wouldn't have been applied if I'd switched to BT, I laughed in his face and hung up. Now I'm getting debt collectors' letters
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I decided to sign with Plusnet. Major waste of time.

    The day I signed up I was alerted that my old provider had blocked the deal from going through. I explained that my old provider contract was terminated. I then received confirmation that everything was fine and the order was back on track. Great!

    14 days later, still no router, back to customer service I go. A bit of waiting around but another representative assured me it was in the post. It arrived the following day. Great!

    Days later, internet still not activated. Back to customer services and a representative eventually tells me that my old provider had cancelled the order. I explain this had happened already and that I received confirmation that it was no longer an issue. 5 minutes later the agent replies ‘It has happened again’ and confirms it would take up to 12 days for my internet to be activated… Not great!

    I ask Plusnet why they had failed to inform me and why they had sent me a router out without mentioning it? Also, why had they waited for me to ask them? Another 5 minutes waiting and I got the reply:

    “So i looks like the automated systems have closed the tickets which we reply our messages to the customers too. in we we do apologise about this”.

    After 1 hour and 20 minutes in the chat I ask for my contract to be terminated. The representative does not reply, just disconnects...

    Additionally, the router they sent out looked like a cheap piece of crap…

    Looking for a new provider? I’d avoid Plusnet if I were you!
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Disgusted...
    Left Plusnet and since them they have made as difficult as possible.
    They have received the payment but passed on the debt to a debt agency and are now adding changes and still haven't confirmEd the case is closed.
    My advice... Stay away and don't believe the marketing. They will try to profiteer from small debts blaming processes and procedures for it.
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ordered and paid for my broadband and internet at a overall cost of over £80 on 3 April, and after multiple issues, been given the wrong information about whether to be at the property or not for phoneline testing, rescheduling as a result and duplication of orders by PlusNet, I still don't have internet for at least the next 3-5 working days!!!We are now on 21/04/2016 and by the time my line will be working (hopefully) it will be longer than 3 weeks. Terrible customer experience, terrible answers and shifting of blame to BT without an adequate response or solution, not getting back to you without having to contact them first. Also, every time you call you end up waiting for consultants, sometimes up to 15-20min.

    Rather avoid and go somewhere else unless you are extremely patient and don't care for having internet anytime soon.

    So frustrated with the terrible service I have received so far, and to top it all off PlusNet has advised that they can't even cancel the order until they have completed it.
  • Reviewer
    Location
    Hackney
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't ever get plus net, completely trash, seriously. ending my contract asap,

    The connection plays up so often, i'm more supprised if it runs smoothly.
  • Reviewer
    Location
    coventry
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Not able to use phone for ten days, phoned on numerous occasions. The customer support is an absolute disgrace. Avoid!
    Don't be fooled by the adverts, this company is teribble
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Took advantage of a pensioner by overcharging for years. Then failed to honour the "upgrade" to his account after this was highlighted and continued to overcharge.

    I only noticed again 6 months later that nothing had been changed as instructed. They said they "couldn't find" any records after telling me they would review the call, the recording of which then "went missing". For good measure they then just ignored all this and failed to get back in touch for a 3rd time.

    If you're no prepared to monitor them all the time they will rip you off. if you're not tech savvy they will rip you off. Avoid.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Paying for fibre and last test returned results of download 0.8mps.
    Absolutely useless.
  • Reviewer
    Location
    Rotherham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Place my order, no updates whatsoever, called them the day before installation, my router had not been sent out and the operator thought I'd be fine with him just sending it out then, no if you can't send a router in 2 weeks when you're trying to get me into your service there's no way I will trust you further.

    I cancelled my order and now I've received a bag for my old router that never turned up and a letter welcoming me on my sign up, I'm still waiting on my refund. This company is a shambles, I cannot comment on the service since they can't even process an order, avoid them.
  • Reviewer
    Location
    Coventry
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Shocking Customer Service


    Don't be fooled by the adverts this…

    Don't be fooled by the adverts this company's customer service is a disgrace. Numerous calls, no action , passed from pillar to post , no resolution, no clue 
    Avoid!!
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely awful, no internet for over a week now, still in contrac,t but as they are not fulfilling their part of the contract it is void and if they try to get a debt agency after you, just tell them its in dispute and they have to back off, do not pay for a service you are not getting. Begin a switch with another provider and as soon as it goes through, cancel direct debit. A class action is needed.
  • Reviewer
    Location
    grimsby
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Customer service what Customer service it's like a joke phone line to ring you will get though but it will cost at least a hour of your time, and still not get a result
  • Reviewer
    Location
    Ayrshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    My BT contract was expiring in mid December so I contacted Plusnet on 21/11 and arranged to transfer broadband and calls. Despite the 10 day transfer claim, by 8/12 I had heard nothing further than the initial confirmation email and the deduction of my 12 month advanced line rental. I spoke to some unhelpful person in an on-line chat who said there had been a problem but nothing had been done about it and he didn't even know what it was (and couldn't arrange for anybody to contact me)! So effectively nobody was bothered until I had asked for an update. He couldn't cancel my order and I had to call the cancellations team at 0800 the next morning which I did and spoke to a very apologetic individual who promised to look at it again and speak to the technical team. He would text me with an update (or call) and I could proceed with the cancellation if I still wanted to. Needless to say there was no further contact so today (6 days later) I have finally cancelled my order because the customer service advisor told me that there was still no progress (over 3 weeks after the initial order!). Shocking service. The company had done nothing about the initial 'issue' whatever it was (nobody could tell me) and the follow up was equally bad. I wouldn't recommend them to anybody (and I now need to spend another few hours looking for the best deal!).
  • Reviewer
    Location
    Windermere
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What a waste of time. Twice they took my order for fibre b/band and twice they cancelled it, along with the protracted rigmarrole of trying to get my deposit back. Look elsewhere.
  • Reviewer
    Location
    Brigg, Lincolnshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've been with plusnet for about four years, my broadband speed has always been at the theoretical maximum for where I live, and reliability has been excellent. customer service have been helpful, haven't needed them much. I'm looking around here to check out BT who seem to be cheaper by a few pounds per month, but reviews of all providers on this site seem to be dire! Plusnet have been ok for me, I'm a happy customer so far.
  • Reviewer
    Location
    Godalming
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been with them for five years and live out in the sticks. The service drops down when it rains and they seem incapable of understanding this despite repeated calls to service and visits by BT and Open Reach engineers (always on dry day). Not sure what 'Award' they won, but very disillusioned with them and their useless customer service and reliability. A
  • Reviewer
    Location
    oxfordshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I really don't know where to begin. We have had a broadband and phone package for over two years. the speed has always been slow but tolerable . recently my pc has got worse with speeds of 0.25 mbps which is on the verge of nothing, hence my pc struggling all the time. I called to ask about improvement and pretty much nothing was done. I then called again (waiting 47 minutes to get through)to ask about leaving and they really didn't care. they charged me £76 to leave after two years but worth every penny to escape these people.
  • Reviewer
    Location
    Rochdale
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Probably the worst provider of Internet ever, been with them for 4 years decided to go for fibre. Told change over August still waiting for connection in November, today got letter for £275.00 from debt management on behalf of plusnet. My advise DO NOT deal with them they are useless oh I am a pensioner WELL DONE Plusnet.
  • Reviewer
    Location
    CLITHEROE
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    never ever go with PLUSNET! We supposed to have fastest speed but having 70% less from promising, keeps crushing. Customer service waiting time 45 min. to speak.
  • Reviewer
    Location
    Herts
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Started off well, with OK speeds and responsive customer service. Now we have 2 months of very low and intermittent speeds. No doubt this is a local line issue for OpenReach to fix, but Plusnet customer service has hit rock bottom - no response to emails; online chat off line; 45 minute !! wait time on the phone off-peak, and currently waiting in a queue for 15 mins......BT Retail was more expensive but the customer service was actually better. So, definitely can't recommend Plusnet at the moment (Sept-Oct 2016).
  • Reviewer
    Location
    Farnborough
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have Plastnet contract last year ends of 4th of January, middle of December I decided do not renew my contract, next day Plustnet send me email about good deal if I renew my contract,I did call them and I was happy with the offer and I sign in new contract,it was told me that from 4th of January I have to do nothing my broadband connection will stay the same and I my new contact is going . Week after Plastnet send me a letter"sorry you living" I was surprised, and I did call them and explain , so I have sing in new contract whay you send me the letter. They sent me for two more department because couldn't find my contract, finally got the contract and told me everything is going well.4th of January my broadband was switched off, I was angry what happened, again I called Plustnet and I said haven't got connection, they said I haven't got any contact,no any evidence about my contract, if I want stay with Plustnet I have to sign in new contract . I head enough and I asked again so I haven't got any contact with you, lady said no, so I said thank you for your services. Two weeks after I receive an email I have to pay£150 cancellation fee,I called them again and explain everything again..My case is still going . Plastnet is worsted broadband company with I have. DO NOT RECOMMEND AVOID PLASTNET !!!
  • Reviewer
    Location
    Malvern, Worcs
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up with them 3.5 weeks ago. There have been various organizational problems like forgetting to actually send the router, and they are still sorting problems with the speed out. The thing I am extremely disappointed about is the amount of time you have to wait to get through on the phone once they've got you as a customer. 50 minutes this evening. With all the problems I've been having since becoming a customer, I have wasted so much time having to hold on waiting to speak to someone. The only reason I went with Plusnet was because it supposedly has a good reputation for customer service. I wish I had stayed with BT whose customer service is not this bad.
  • Reviewer
    Location
    North Yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very unreliable broadband. Off line frequently in the evenings and a minimum of a 30 minute wait for customer services. Ive been with plusnet for 5 years and as theyve grown theyve got worse. As soon as my contract is up Im leaving. Dont believe the advertising, they are awful, read the feedback on their forum.
  • Reviewer
    Location
    sidcup
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    worse customer service very rude, no help, very poor quality service may be cheaper but iys not worth it keep away
  • Reviewer
    Location
    Stoke On Trent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Placed an order engineer came did installation waited 3 days for broadband to come on after several calls and a very bad experience with the customer service was told we have not put order in for broadband it will take another 7 - 10 days waste of time company STAY AWAY DO YOUR SELF A FAVOR

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.