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
    Lancaster
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I spend hours on the phone waiting while Plusnet help other customers. I've had a problem with emails recently. Most of their staff are very friendly but not necessarily helpful. Today I encountered one whom I felt was distinctly unfriendly and not very willing to help. I responded by pushing him and we solved the problem!
  • 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
    Medway
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    All was great until I went to cancel and then they hassled for cancellation charge, they only cancelled the phone line and not the Broadband even though I had said I had moved out? then it worked out that they had overcharged me after I had cancelled, so after some discussion, only had to pay £3.02 to cancel and not the £30.
  • Reviewer
    Location
    Halifax
    Reviewing
    Plusnet
    Date
    Ratings
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      5 stars
    Comments
    AVOID - hidden charges !!!
    Speeds very low at peak time but to be charged £30 for a disconnection fee when I'm not in contract is a joke. It's hidden away in your terms & conditions. Avoid at all costs !!
  • Reviewer
    Location
    LIVERPOOL
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Speed
      2 stars
    • Reliability
      5 stars
    Comments
    Every thing went smoothly when I switched to PlusNet, so did not need to talk to Customer Service hence no marks for that. Phone and broadband fine and I got the £50 bonus, so I am happy.
  • 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
    Harrogate
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    No problem with joining and the speed of service.
    Sadly teh customer service leaves a lot to be desired. I took on a years contract & paid upfront for line rental. No problems with that except that when I tranferred to another provider at the end of the contract, Plusnet automatically put me on a rolling monthly contract that started AFTER the transfer date and despite them knowing full well that I was leaving them. Fortunately I had cancelled the direct debit once they'd collected the balance of call charges. I've been receiving threatening emails and texts ever since demanding money for a service I didn't request and has never been provided!
    Trying to speak to a human being is nigh on impossible and when you do get through they put you hold for 8-10 minutes whilst allegedly checking records.
    At the end of this they claim that I am at fault for not ringing them up to cancel a service I didn't order - go figure.
    Won't be joining Plusnet again. Ever.
  • Reviewer
    Location
    Brighton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I had an issue with my broadband cutting it. It took 3 calls to get it sorted. The agents I spoke to were all nice and provided good customer care. Fixing the problem was frustrating but we got there in the end. Overall not perfect but to be honest it was a million times better than Vodafone!
  • Reviewer
    Location
    East Sussex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    I have been using Plusnet and have been a big supporter however I have been left with a bad taste recently after my bill went from £7.50 per month to £30 - £40 per month (prices differed each month).

    I phoned customer services who informed me my contract had expired (part of the jump was to do with now paying phone line per month where previously we paid the phone line up front, the additional cost was because we were out of contract).

    I said to the adviser that I haven't received any notifications informing me my contract has expired, he said that I had received one and then tried to get me to renew my contract. I checked all the emails including deleted emails and I couldn't see any informing me of the approaching expiration or confirming expiration or asking me to renew.

    I then tried contacting them using the online chat where the adviser said they don't send 'end of contract' reminders it is down to individual users to know when their contract expires (conflicting information). I am so unimpressed they don't send simple notifications, it seems pretty obvious to me extra revenue is being made from unsuspecting customers instead of sending out simple renewal notifactions.

    If they had just sent a simple automated email informing me my contract was ending do I wish to renew, I would have renewed. They have obviously made a business decision not to do this.

    I sent a complaint last week and am currently waiting for a reply. I will let you know their response if they reply.
  • Reviewer
    Location
    carlisle
    Reviewing
    Plusnet
    Date
    Ratings
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    customer service is a joke always a 30 min wait to speak to someone should be prosecuted under trade description act they have not done me proud 7 weeks so far without phone antiquated fault reporting system you have to obtain a ticket to register a fault! internet is fine(fibre)though
  • Reviewer
    Location
    Monmouth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have mixed views on Plusnet. I recently switched to them and the handover was smooth. I then upgraded to fibre broadband but the speed was about half that predicted. Engineer attended to fix and the speed has been excellent since. However, in replacing the old socket, he disconnected ADSL from the other one in the house without telling me (having already told me I could plug my router in on the other socket but I would probably get a slower speed). Calls to get this resolved have wasted a lot of time; 30 mins in a queue and then 15 mins to raise a complaint. The call handlers try hard but they are obviously constrained by poor processes and the actual provider, our good old friends BT and Openreach.
  • Reviewer
    Location
    howden
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Good, unless you need customer service.
    Reported Internet down "authorisation failure", took 4 days to get a response despite adding ironic comments to the update every day.
    Wish I was near to contract end!!!
  • Reviewer
    Location
    East Sussex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Forget the ad on TV telling you how 'caring' Plusnet are - that really is a load of rubbish. The customer service is appalling - they over charge you and take forever to refund. I find the speed and reliabilty to be good, but I'm not sure I can tolerate the useless CS much longer!
  • Reviewer
    Location
    Spixworth Norfolk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    About 2 miles from telephone exchange and on fibre to the cabinet then 200m copper wires. Early morning before 8.30am good speed but then slows down as more people are on internet. afternoon much the same and worse after schools are finished. Sometimes it will say websites are not available as it takes so long to load them. Been told the exchange needs updating but as more properties are built in the area so more people using the internet and it gets slower. Also told other providers are much the same.
  • Reviewer
    Location
    Swanmore
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Speed(33mb) and reliability good. I have been trying to find out why my bill has climbed from around £35 per month to over £60 recently, despite the fact that I have unlimited access. I can't find this anywhere, only answers to questions I haven't asked. Today, can't even log on.

    Most frustrating. How does plusnet claim to have excellent customer service? I have not seen it yet.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    pure customer service. the price is increasing every 2 months. Big exit fee amount.
  • Reviewer
    Location
    runcorn
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    many thanks to both nikky and david for dealing with an old grumpy man who is not computer savvy, long wait on phone to make contact but very helpful and understanding the problem i think has now been fixed
  • Reviewer
    Location
    38 St Vincents Close, Littlebourne Canterbury
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    My router keeps dropping out. O Saturday between 7pm and 10pm it dropped out 4 times while I was watching Netflix programs. My download speed today Monday 11th Feb is 8.5 Mbs after dark seems to be the worst time for dropping out off line.
    it was a solid connection up to approx December last year. My signal level is too low against the noise level especially after dark.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Plusnet chat has been down for weeks. They say this "our chat has been taking offline for the foreseeable future although not indefinitely".
  • Reviewer
    Location
    suffolk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I was sent a letter stating that a debt, (£203.85 plus 25%) had been passed to a collection agency. The first customer service agent said it was impossible to recall the collectors instructions, and made comments about dates of certain orrespondence that was never actually sent. It was only when I called back with bank statement details, which showed the alleged missed payment, that they were sble to withdraw the demand.
    How many other people receive this kind of correspodance and pay up. I think customers would like to know that the bills they receive are compiled accurately.
    Except for the above, I would recommend them.
  • Reviewer
    Location
    Staines
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Took out new contract with plus net in July, believing we had a fixed contract,within a couple of weeks they advised that BT sport was being increased by £5 per month and today advised that our call plan was going to be increased by £1 per month.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We have been with Plusnet for over 15 years now but the level of service and support has deteriorated over that time. As long as things work you're ok but getting help is very difficult. They dropped the inclusive webspace some time ago and have now dropped the Line Rental Saver option. Much less attractive.
  • Reviewer
    Location
    Harrogate
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    The actual broadband was very good, but their customer service when closing the account was poor. I spoke to someone over the phone and on chat who confirmed that the account was going to be closed. However, they put me onto a new contract and blamed an error in their automated system for this. I have had to phone up multiple times to sort this, but they do not seem to care. I have left plusnet and to be honest would not return in a hurry. Their customer service unfortunately leaves a lot to be desired.
  • Reviewer
    Location
    Neath, South Wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Maximum available speed is 7.5-8mbps and I am getting 6.8 which is ok. Biggest problem is the abysmal email service which they cannot seem to get right so I am now using via Mozilla thunderbird which is great but why should I have to do this.
  • Reviewer
    Location
    Brigg
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Have been with plusnet for many years and up to the last year its been great. I went on their FTTP trial and was getting 80MBPS. But in July 2019 everything went wrong - their billing system failed , and I couldn't change anything on my account - on the plus side they stopped billing me , and haven't done for over a year
    Rang up to change something on my account as couldn't do it online , and was told changes could only be made if they closed my old account and opened a new one , but I would have to give up my FTTP and go back to FTTC (speed reduction from 80MBPS to 3 MBPS)
    they have now had a year to try and fix , and it just seems beyond them sol leaving and moving to BT
  • Reviewer
    Location
    Hook
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Broadband working fine.
    It's the customer service... clever trick, make all your advertisement about how great your service is, and then, it doesn't matter whether it's rubbish or not.
    Mistakes with billing dates, 30+mins waiting time, online chat permanently unavailable. Nope, they didn't 'do me proud' one bit...
  • Reviewer
    Location
    Northumberland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Main complaint is slowness of their webmail email
  • Reviewer
    Location
    Weymouth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Broadband seems reliable and speed is good.

    Try getting through to customder service however; it is impossible. Huge waiting time on the phone until you get fed up and hang up. That alone is enough to want to leave them.
  • Reviewer
    Location
    Tyne and Wear
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Plusnet USED to be great - but now theyve gone right downhill - i had 80MB at sign up and after 8 months its 63Mb... they also overcharge A LOT including myself as they have a problematic new billing ystem - they owe ME money and deny it!!!! go with SKY trust me wished i never left
  • Reviewer
    Location
    Glasgow
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I've just finished a contract with Plusnet and beginning to transfer to someone else. I took up their unlimited fiber option, which at the time was the cheapest option. Considering there adverts are all about great uk customer serivce, I thought what could go wrong. Turns out a lot. When the internet is up and running, it's great. Well exactly as any other BT based fiber product would be. SKY/Talk Talk ect all use BT wholesale products. That is they pay BT to provide the fiber broadband. Which is quite a good service, although BT charge a lot compared to Virgin media.

    Anyway back to Plusnet. Their backend computer system seems very prone to mistakes. Mistaken transfers, not activating at the right time ect. This wouldn't be a huge problem if you just had to inform Plusnet of these mistakes and they dealt with them. However there call wait times can often go into the hours. At minimum 15 minutes. I do have to admit once you get through to someone they are knowledgable and very helpful. However often you need to be transferred to someone else, meaning an hour is taken trying to fix a problem that wasn't your fault. Which is frustrating. When a problem isn't my fault and I have to fix it, I except 5/10 pounds knocked of my bill. That has never happened with the 4/5 problem I have phoned them about.
  • Reviewer
    Location
    East Sussex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    After many frustrating phone calls and a lack of communications in charges for engineers for faulty broadband and a rude lady in technical management I spoke to Robert Trueman who proved plusnet did have staff with excellent customer service skills. Thank you Robert for being able to help and clarify issues where other where rude.
  • Reviewer
    Location
    cheshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    The Charges and different things you get told every time you have to call customer services don't ever match up. It takes on average 27mins to get through to anyone, Just to be told that there will be more charges. They all need some more training and the lies, it is not the law not to freeze an account it is just your policy. Don't say things that are not true. Would never recommend plus net to anyone EVER
  • Reviewer
    Location
    Brampton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    If you hanker after the old days, you know when mail took a day to receive, then plusnet is for you. Seriously the email is unacceptably slow and is getting worse (and yes I have applied the 'no sort' fix - it made no difference). This has been an issue for at least 4 years that plusnet seem unwilling or unable to deal with. It is incredibly frustrating. I would have avoided on this ground alone if I had known.
  • Reviewer
    Location
    Cumbria
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I decided to move from Plusnet to a different provider however when it became evident they couldn't match the line speed their sales team said they could I went back to Plusnet. Since going back I've had nothing but trouble. I had to join as a new customer because apparently my old account had been terminated. However since then I have continued to be billed for my old and new accounts. Each time I ring them it's at least 30 minutes on the phone on hold ' don't believe what the automated message says about wait time. Its always longer' I've been told numerous times they've sorted and even have emails confirming cancellation but the bills still keep getting generated.
  • Reviewer
    Location
    Oldham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Wen I call first time to finde out all info about I had good service the men on the phone give me good deal and we done online account and all settled up...
    Was a bit disappointed about promises in 10 working days will receive cash back check, but newer recived any think....
    Was agree by phon about instaletion day but they chenge that, sending message with new date but no times there, I try to call 7 times to finde out what time they are coming, to be at home, but newer get true... Thanks God, this men come after I drop child at the school and I was at home... But if not -it's will be penalty 65 £ ...
    Broadband speed is fine but every now and then dessapire...
    In general not bad , but some thinks really disappointed!!!
  • Reviewer
    Location
    Devon
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Negotiating new contract, 35mins into call put on hold, put phone down after a further 25mins.....not impressed with this, generally few issues with plusnet until this....
  • Reviewer
    Location
    yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I used to get a regular 7 meg plus speed. I now get 5.3 at best. They claim nothing is wrong and blame an extension lead that I DO NOT HAVE. Likely to change ISP very soon.
  • Reviewer
    Location
    goole
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    When they're good they're very very good.
    When they're bad they're awful.
    It took 10 days to get the broadband up and running again, as they accidentally ceased my line.
    Then they "jumpered" me to Sky equipment in the exchange, which wouldn't work for 3 days until a BT Openreach engineer (excellent) sorted it out.
    I was dismayed by a Plusnet woman in the Leeds call centre (Asya) who just wanted to argue with me. She inflamed a bad situation, but all is OK now.
  • Reviewer
    Location
    wrexham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Well looked at all the review after ordered plusnet and I must say that my broadband is fine and fast and does what I need it to do, firestick phone laptop no blips on a normal broadband unlimited for £20 I'm happy with my broadband and me and my partner have been with a few and they are rubbish! But this one has been the best for us. Home move was free even though I just signed up to a diff adress and the customer service well was a pile of rubbish but other than that me and my partner are happy
  • Reviewer
    Location
    Brighton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    This review will be short and sweet. The speed is as advertised, customer service is great. But spend a second and see all the reviews about how bad and noisy the router is. You could actually hear it over the TV. Plusnet say that is normal.

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.