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
    maidenhead
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute joke of a company.

    Tried signing up in December. Order apparently went through however no confirmation email. Called the next day to see if all was okay, and was told the order was on hold as the address does not exist. Was told to phone Bt up (my current provider for 6 years at this address that apparently does not exist) Bt advised me that Plusnet (part of BT) should have completed an address update request however they offered a better deal than plusnet so i decided to stay.

    I cancelled plusnet that day (23rd Dec) and got a text (no email still) confirming that a refund of the up front payment will be done within 7 to 10 days.

    It is now January 17th and still no refund. Plusnet called me early January to see why i have not completed my order?? then after explaining it he tried to get the refund sorted, 20 mins of faffing around and he stated the system is having issues and would call me back.

    Today Jan 17th i phoned to see how it was proceeding, after the CS agent tried for 30 mins to get the contracts team to sort it out, he came back saying plusnet systems have an incident and cannot do the refund yet as the systems having issues. But don't worry im told it's not just me it's affecting other customers.

    Save yourself the hassle they may be cheaper but the saying you get what you pay for (or don't in my case) is very true here.

    How good do youy expect your broadband to be if they cant even get an operating IT system for themselves?
  • Reviewer
    Location
    Romford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This has to be the worst provider in the world. Online customer service leaving me when I mention problems. Phone customer services the same. It's true you pay for what you get, in this case a piss poor service
  • Reviewer
    Location
    sheffield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst broadband I have ever used. poor service, I pay for up to 16.5mbs, I get 2mbs, my upload speed is 0.20kbs and my ping is 199.4. it cuts in and out. it is really really slow. just loading google takes forever. I have talked to them on the phone and on live chat, and they say there is no problem. and that is the speed I pay for. but the thing is 3 weeks ago I was getting 16mb on this speed checker, so how can it drop so much, to the point you can not view youtube, check bank balances, and stuff like that. they have a moto, plusnet we do you proud, I have another one, plus net, we don't deliver. my mum has the same problem at her house, and she is 8 miles from me, and my dad who lives in Doncaster warned me before I even took the contract. and silly me went for the contract for the £50 cash back. I was better staying with fuel, who were always good to us. I think this is the worst internet service provider we have ever had and we have probably tried most of them.
  • Reviewer
    Location
    King's Lynn
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Nightmare. Customer service is appalling. They just don't give a damn! Phone calls are hideously expensive. Call centre never answer. AVOID!!!!!!!
  • Reviewer
    Location
    lancashire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Fast fibre optic let down by daily outages of several minutes, for no obvious reason.
    Customer service appalling; miss one DD payment and they immediately (on the same day) turn off the service, very difficult to log back on to pay the arrears if your internet doesn't work! Best avoided unless you have no choice of provider.
  • Reviewer
    Location
    Salisbury
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Surprised to read the negative reviews of PlusNet on here. I've been with them for 10 years and I cannot fault their customer service and value for money. Ordered PlusNet TV and the youeview box came the next day! All worked perfectly, and whilst I was on the phone they offered a reduced renewal on my broadband which meant the TV package was was effectively free. Speed seems fine, we watch netflix, YouTube etc a lot with no problem.
  • Reviewer
    Location
    johson
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    customer service rubbish keep losing connection with broadband
  • Reviewer
    Location
    WIRRAL
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    had plusnet 2 year contract broadband was slow upgrade to the best speed they had for 6 months no better engineer came out was informed fastest i could get was 21mb i was paying for 76mb only got 1 month back of the 6 months extra payment i moved to virgin when my contract was up and they had the cheek to chase for £9 i apparently owed awful company stay clear
  • Reviewer
    Location
    Hartlepool
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Never had a problem with them. The broadband has always been reliable and consistent. Customer service have always been happy to help and I've just got a discount through webchat when renewing.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Switched over today to PlusNet. switch took less than 5 mins!!
    Wow excellent service
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Called today Tuesday 02/11/2055 waited 1Hr 3Min for answer, absolutely
    unexceptionable. Will be moving to another provider when contract ends.
  • Reviewer
    Location
    Shropshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish I hadn't changed from BT. The Plusnet router just keeps dropping out and even when it does work it's incredibly slow. This didn't happen with BT. Getting in touch with Plusnet is not easy and when you do think you've resolved a problem it never actually is. Plusnet are absolute rubbish and I can't wait for my contract to finish so that I can get back to BT
  • Reviewer
    Location
    Rotherham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst broadband i have ever had. Worked for first month then became very slow and kept losing my connection. Been like this now for six months. Cant wait to get rid of the pile of crap. Customer services total joke. Would never use this garbage again.
  • Reviewer
    Location
    Whitby
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been with plusnet since the start of September '19, within the first week I was getting 17mb/s now Im getting less than 1mb/s, it consistently losses signal and I have to spend an hour or more going round and round on the plusnet hub manager trying to get it to connect.
  • Reviewer
    Location
    Sale, Cheshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Was with Sky Broadband who advised I couldn't have more than 8Mb connection. Checked the BT Exchange who advised I could get upto 15Mb. Looked at Plusnet who advised that I could have 12Mb for £11.99 which has saved me £6 per month and almost doubled my connection speed. At best, I could only average 4-6Mb with Sky. I'd strongly recommend that people check-out Plusnet as they're realy good.
  • Reviewer
    Location
    Bootle Station ,Cumbria
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I joined PlusNet as they were a fair bit cheaper than BT but are still part of the group, which I thought would be useful for answering line problems. I have had an ongoing lowering of speed problem since July. At first +net were'nt listening. After at least 4 Openreach Engineer visits they say they have found faults. Their reports are passed to + Net who show me all the BT conclusions and the report there is a good adequate signal.After a week I am back to square one with the speed. I feel sorry for +Net and put the lack of skilled effort at BT's feet.I would have the same problems with whichever supplier I engaged.PlusNet bravely try to tell us that Their Fibre broadband is wonderful but until BT are made to get rid of verdigris covered wires and junction boxes underwater or up poles with covers flapping in the wind etc instead of investing Millions and millions of £ into football the suppliers have their hands tied ,badly. I'm going to stay with +Net until it's sorted.I've been paying for a landline for 50 years and the best BT can do is 6.5mbps (if that some days.). That is my experience.

    Andy Waring
  • Reviewer
    Location
    barnsley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    we'll do you proud my arse. they lie and get out of any thing they can. dont accept responsibility when the service goes down. charges are sky high. they never respond to complaints, so i ring and they are rude. broadband speed varies dramaticly day to day which makes my internet streaming useless. dont use plusnet they make you miserable.
  • Reviewer
    Location
    Scotland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Abysmal customer service! Rang to arrange house move prior to leaving the UK, and being out of phone contact. Initially told all was in order, then told I had to ring Plusnet for a set of Terms and Conditions to be read out to me over the phone! But I am at sea out of phone contact? Plusnet refused the offer to email me the T & C's, When I could eventually phone kept me on hold for 40 minutes! Cancelled service immediately. Then charged me £30 cessation fee! Cheaper and better alternatives available!!
  • Reviewer
    Location
    Belfast
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Terrible ISP, told our broadband would be active within 7 days... 2 weeks on still waiting!! Takes over 20 mins to get through to an advisor or aren't properly trained, give you false information and are quite rude! Would not advise joining as we are planning to leave as soon as contract is up!
  • Reviewer
    Location
    Preston
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer Service is appalling waited 30 mins every time you call to speak to someone about a Customer Service issue. When my BB deal ran ou the advisor I spoke to was so disinterested to keep me, when I spoke to a Team Manager and asked could I have BB for £2.50 per month he said this was for new customer's only and PlusNet were losing money on this deal so I could leave as I was out of contract "It's your prerogative to leave". When I asked for the complaint process I was advised to just write in. They do not accept emails for complaints and will only accept communication via letters!! APPALLING CUSTOMER SERVICE. THE WORST I HAVE EVER EXPERIENCED
  • Reviewer
    Location
    Bristol
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with Plusnet for a year and a half, because a friend recommended them to me. I am now leaving them and I wish I had never connected my broadband with them.

    The internet service they provided was extremely poor, but worse still, their customer service was appalling. Their chat service was not available and I had to wait for hours to speak to somebody on the phone, who eventually would not be able to solve the problems I had with the broadband service.

    I was very disappointed with their handling of the whole affair.

    Eventually, in desperation, I told them I was going to leave them unless the problems were sorted (it took months to get to this point), but they said they could not respond to customer threats of leaving, that if I wanted my problems sorted, I needed to sign up with them for another year! Bizarre.

    Anyway, not with them any more, and I am extremely happy to have taken the decision. I would not recommend them to anybody!
  • Reviewer
    Location
    staffordshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Changed over from Sky who werent brilliant with customer service but this company is the worst I have come across. The broadband is slow and contantly goes off so that I have to keep reconnecting and whenever I attempt to ring customer services I am kept on hold for 20 minutes minimum and often get cut off mid conversation. They never ring back when they have cut you off despite having my phone with them so they, of all people, will have my number. The calls are also expensive. I wish that I had looked for reviews before changing to them as I would never have swapped. I am very dubious of certain positive reviews on this site especially when people who claim to have been with them for four years suddenly decide to put on a positive review. Avoid at all costs!!
  • Reviewer
    Location
    Essex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The broadband was ok, nothing special. I changed providers for a better deal and have had nothing but problems since. The wait to speak to someone on the phone was almost an hour, they didn't sort the problem and I'm still getting bills and demands for money 6 weeks after closing my account. Absolutely useless customer service
  • Reviewer
    Location
    Wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking customer service. Quick enough to take my money but extremely slow in answering my query. I bet if i stopped their payments then they'd be quick enough to get hold of me then. Bloody amateurs
  • Reviewer
    Location
    south
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just signed up Plusnet, already regretted. Customers have no protections/rights in this company. I should have read the reviews here before I sign up. STAY AWAY FROM PLUSNET!!!
  • Reviewer
    Location
    Lomdom
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Everything is poor the company needs to close down. 1 hour to get through customer help line. Phone chat never works inter net cuts out every time. Overall no good for nothing
  • Reviewer
    Location
    Greater London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Very poor customer service. Wait times on phone never less that 20 min. The customer service staff raise questions but no action is ever taken. You call back to chase. Another 20 mins (at least) on hold. They raise another question. And so on. I should have stuck with SKY. Plus Net, for unknown reasons, cancelled my phone line so I also lost internet. This was after having been with them for 3 weeks. No one can tell me why they took this action. Have been without broadband and landline for two weeks. Spent over 4 hours over the past two days trying to get someone in Plus Net to own my problem. Hopeless. Do not go with Plus Net.
  • Reviewer
    Location
    Madeley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I made a mistake and joined plusnet , onj 3three seperate occasions they cut my telephone off , be cause they finalt admitted a member of their staff had made a mistake , they also cut my daughter off who lives 100 miloes awasy , LOUSY company
  • Reviewer
    Location
    Sheffield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Service - what service!!

    - Waiting times of 45 minutes for technical help or 30 minutes for customer service. I logged a complaint when I finally spoke to customer services about the long waiting times. It would be useful if customers could leave a telephone number and someone could call back as 45 minutes is a long time to sit on hold.

    Speed - I was promised a speed of 7Mbs but have 0.7Mbs (speed with TalkTalk 13Mbs). I only moved from TalkTalk as I needed a static IP address.

    The technical help desk could not fix the speed problem and took my phone number. I am waiting for them to call back. I wish I had read these reviews before moving to Plusnet.
  • Reviewer
    Location
    Bolton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I've been a customer for over a year people on the customer care line fantastic but the outreach engineer made me feel uncomfortable in my home with comments that made me frightened.
  • Reviewer
    Location
    Derbyshire
    Reviewing
    Plusnet
    Date
    Comments
    Internet service is very good,the fact that plusnet cannot change my direct debit date to the 1st of the month is not good. Forcing me to change internet supplier once my contract is finished.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Avoid! I have just been charged £30 for cancelling my contract outside of my 12 month period that I signed up for because they say they have to cancel the line. I argued that I didn't want the line cancelled because a new person was moving into the property and she wanted the service continued. They told me this couldn't be done, even if she signed up to a new deal before the cancellation date I had given them. Now it appears that she will have to pay to have the line activated.
    I have never had this problem before and it seems entirely wrong to me.
    I could understand it if I just simply decided I didn't want broadband any more but I am just moving house and want to stop paying for broadband on a property I no longer live in.
    The service was quite reliable while I had it but please be aware of the hidden charges which were not explained to me when I took out the contract. I wrongly assumed that one the 12 months was up I would be free to go. That is not the case.
  • Reviewer
    Location
    Dorset
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Does what it says on the can. I am an IT professional and this is the supplier of choice for most of my colleagues. Why? Well everything can go wrong and it is how you put it right that matters.
  • Reviewer
    Location
    Essex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The customer support team washed their hands of a problem when I now realise it is quite common. A blame someone else culture
  • Reviewer
    Location
    Glos
    Reviewing
    Plusnet
    Date
    Comments
    5 Days only with Plusnet
    Where to start
    Bill discrepancies
    20 Minutes wait on phone, girl very pleasant but did not seem to understand when told problems
    Impossible to chat online, keep being told to try later
    We want to cancel, but have no means of doing so
  • Reviewer
    Location
    St helens
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please don't go with this company.. dreadful at getting through.. lead me to believe a technician would come out to install my broadband.. then got an email to say my router was in the post..cheap plastic router arrived.. I rang to cancel and was told they would bill me £240 on top of my £80 I had paid to "install" my broadband..review review review first before you agree to sign up with this company
  • Reviewer
    Location
    Exeter
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I ordered my broadband connection from Plusnet on the 20th April for connection on the 27th April. As of today, 24th June I have called Plusnet at least 17 times, each time they have raised my issue with Openreach and I still do not have an internet connection in my flat. I am supposed to be working from home. Their customer service staff seem to be doing their best, but they cannot give updates where none exist, and when updates do happen they are all contradicatory. Utterly appalled at the incompetance of this company.
  • Reviewer
    Location
    Wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Do not believe the spin they give you in the ads about great customer service - they are very poor. On several of the occasions where I had to contact them I was hanging on hold for half an hour - and not very helpful when I got through. Other nonsense included them telling me at the start I could get a new router at any time and then when I tried to do that they said no, it was for new customers only. Glad to have left them. Even TalkTalk is better than Plusnet, I'm afraid. Best avoided.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I am very disappointed with Plusnet. Customer service and troubleshooting are so slow and inefficient when I need a little assistance to improve the speed and get better coverage around the house. Definitely not worth our money with the fibre band.
  • Reviewer
    Location
    North East
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Rude customer service, poor broadband connections and very expensive. I was a customer for 1 year and have never experienced such rude and unhelpful customer services. Now switched to another provider. The plusnet adverts really made my blood boil as their service is complete opposite to what is advertised, they should be done for false advertising. Complete set of idiots, they dont even deserve 1 star ratings.

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.