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
    3.7 stars
  • Speed
    3.2 stars
  • Reliability
    3.3 stars

Based on 2154 customer ratings since 2021-05-17 (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.

3,556 Customer Reviews over 89 pages

  • Reviewer
    Location
    WGC
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Some of the others reviewers experiences could have been written by me. Was told if BT cant sort my problems I can leave FOC and was then virtually called a liar when I asked to leave. Useless internet which PlusNet admitted was "barely usable" but still tried to charge me to leave! Majority of staff were great but one was ridiculously rude to me. Felt like I was going round in circles until I insisted on the problem being escalated to a manager and despite them trying to tempt me to stay with a deal I decided id had enough and am in process of leaving.
  • Reviewer
    Location
    WGC
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet service is non existent. I can’t use my internet at all! I have had a BT engineer tell me I need fibre to get any hope of using internet. I had been told by tech I could leave FOC if it’s proven that they cannot give me the service I’m paying for BT engineer confirmed that. Yet now when I say ok I want to leave then, Staff suddenly start being obstructive and saying they need proof I was told I could leave! why would I lie? It’s hassle for me to change providers! They said they will let me change to fibre but I don’t want to stay with Plusnet as they are not the cheapest fibre provider and frankly I don’t trust them anymore and I certainly don’t want to stay with a company that just stopped short of calling me a liar! I have made a complaint to OFCOM as I feel it’s so wrong to try to push another contract on a customer who wants to leave because of already poor service.
  • 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
    Whitchurch Canonicorum Dorset
    Reviewing
    Plusnet
    Date
    Comments
    Speed is poor at around 6mbit download although this is more to do with distance from fiber box.Customer service is quite good. My problem with PlusNet is that they charge in between £44 and £50 per month for a poor speed. They will not reduce the fee so am moving to another provider for £30 per month
  • Reviewer
    Location
    Whitehaven
    Reviewing
    Plusnet
    Date
    Comments
    Avoid like the plague ! Have slower fibre speeds than standard broadband. Hours waiting on phone only to be told interference ,........ I sit 18 inches from router ! Customer service is a joke and 18 month contract, can't wait to get rid of these clowns. NO STARS !
  • Reviewer
    Location
    Whitley Bay
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Problems from day 1 with wi-fi which they tell me is not guaranteed, tv constantly buffering, speeds slower. No issues with previus providers of Sky & BT who use the same Open reach line speed so has to be the router bos. Called customer services who have you change lines - still no improvement. Issues with their router they advised me to go and buy a BT router. Cancellation fee s £188. Avoid at all costs the discount they offer is worthless as you have no service.
  • Reviewer
    Location
    Whitstable
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Have been with Plusnet for years and my contract was due to expire, so was looking to see what they would do. My phone call was met with a 50% reduction in my broadband charge. This meant I could get cheaper elsewhere according to the website information. A few days later I did an online chat with PlusNet, this resulted in free broadband for 18 months. So, all I have to pay is the line rental, which matched the website comparisons available. So I stayed with PlusNet, but would have gone to another provider if they had not improved the first offer. Don't take an offer if it does not meet your expectations.
  • Reviewer
    Location
    Whitstable
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    AVOID THESE FRAUDSTERS AT ALL COSTS!!!. I have had a year from hell with this company. No sufficient broad band forthat time. Ended contract with them, paid double the monthly agreed rate by debit card. WHAT A MISTAKE...now they are taking money from my debit card (now they have those details. The ombudsman said i had a very good case againt Plusnet but i couldnt persue it...BECAUSE I HAD NO INTERNET!. On numerous occasions i have spent hours waiting to speak to customer services, who all seem to have attitude problems and never log your requests. HOW ON EARTH ARE THESE PEOPLE ALLOWED TO CARRY ON TRADING.?.Surely they are breaking the law !
  • Reviewer
    Location
    Whitstable
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    If I am sat in the same room as the router it is great, good speeds. If I leave the room it is any-ones guess if I will get on line but probably not and this is frustrating.
  • Reviewer
    Location
    Whyteleafe
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Customer Service took 30 minutes to get through both times on the phone. I was very disappointed to wait so long particularly as I was calling from a mobile. The internet has been quite slow regularly and at one stage I had to wait a whole month before they sent me a new router for their broken one which they charged me for. When I decided to leave for sky the person on the other end of the phone was a bit abrupt and sharp but in the end helpful. There are better offers on the market and so I decided to leave them after 2 years of their mediocre service.
  • Reviewer
    Location
    wick, caithness
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Not happy customers at the moment. Ordered our fibre beginning of February. It finally arrives two days ago but would not work. After a 30min call wait, we were informed the wrong gear was sent! She kindly gave us a month free for their mistake but this only means a 1quid refund due to the order we selected! They are currently sending the correct one and said we could buy one in a store too so we had internet during the wait. After two more long call waits, I had a gentlemen try to set it up with me. Unfortunately, this couldn't get completed because the password was lost (my fault) and the gentlemen kindly informed me that they will call again tonight to finish setting it up due to this all being a fault on their side in the first place.

    No one has called and they close at 10pm tonight. It's now 9.35pm and I've also just had a 50min call wait trying to phone them instead before they close...

    Not happy! After over a months wait and all this hassle. Will now have to wait until tomorrow for another 30min call wait (at least) in the hopes to have the internet we should have had weeks ago.

    Currently feel very fed up.
  • Reviewer
    Location
    WIDNES
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    poor BB speed -a lot less than previous provided TT trying to get PN to improve speed was fruitless. I have been told the equipment is different to TT-assume that means inferior and the router is poor.
    Do not use Plusnet
  • Reviewer
    Location
    WIDNES
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      3 stars
    Comments
    Poor customer service.
    Prior to signing up with Plusnet I was informed my broadband speed would be at least as good, probably better than my existing provider Talk Talk, I also received an estimate of minimum speed. When connected the speed had dropped 25% less than talk Talk.I have waited hours to be connected to call centre and waited days while the line has been checked and settings altered all to no avail. What do I want, only to receive the minimum speed quoted or to be released from my contract without penalty. Plusnet cannot or will not do either. Do not use this company they lie and fob you off.
  • Reviewer
    Location
    WIDNES
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    Comments
    I transferred from Talk Talk to Plusnet after what I understoood they had a good customer service!
    My broadband speed is now down 25% and Plusnet say there is nothing they can do!
    I was told my speed would be at least the same as Talk Talk -but now it isnt
    poor customer service -I am sorry I left Talk Talk!
  • Reviewer
    Location
    WIDNES
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    awful customer service.
    I was told (in writing) I would receive at least 3mb of BB speed but received less than 2mb when I joined- took a long time in phone calls/waiting etc to be told there was nothing they could do- after 6 weeks!! dont use Plusnet
  • Reviewer
    Location
    WIDNES
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    awful customer service.
    I was told (in writing) I would receive at least 3mb of BB speed but received less than 2mb when I joined- took a long time in phone calls/waiting etc to be told there was nothing they could do- after 6 weeks!! dont use Plusnet
  • Reviewer
    Location
    Wigan
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely the worse company I have ever experienced in my life. I waited for 14 days to get me service setup before giving up and going back to VM. Useless customer support, engineers that don't show up. Different storied from one day to the next! Utter rubbish!
  • Reviewer
    Location
    Wigan
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AWFUL COMPANY! Had the 18 month £18.99 internet package for a shoddy 2mbps along with a £60 installation charge and the internet would constantly drop. Totally unusable. I Contacted Plusnet several times who would offer an engineer to come out and also sent out a new router, and then suddenly the problem was resolved without an engineer. Then it dropped out again and again and again and again. After 17 months with plusnet I decided enough was enough and decided to come out of the contract early for a better provider.. suddenly the cancellation got them moving and they offered to upgrade me free of charge.... TOO LATE IM AFRAID. Don’t waste your time with these crooks! They also told me there was no cancellation fee on the phone, and then billed me an extra £5.60 for cancellation!!
  • Reviewer
    Location
    Wigan
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Junk at best!! On a good day speed is 3.36. Always cutting out!
  • Reviewer
    Location
    Wigan
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    The fibre it's OK, never had a fault in 18 months and it's even faster than advertised (upload never reach 19M but download go beyond the 38M reaching 42 or even more).

    The only problem compared with my previous provider BT, is that Plusnet support it's only by Phone and THAT'S RIDICULOUS today, first because you ha to spend a lot of time for a yes/no answer, second because some questions are better solve with screenshots, links, attach, etc.
    And by the way, I'm not a native speaker so I always prefer to read and avoid strong accents.

    So, Good service but very antiquate just like the member center software/graphics
  • Reviewer
    Location
    Wigton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Best broadband provider we've had in years. Strong fibre optic connection that does wave up and down a bit but otherwise stays above 60mb. It was set up in half an hour with no delays. I can finally download movies and games in a time frame of minutes instead of days, and nobody is complaining that their streams are crashing constantly.

    Not related entirely but it's worth reminding people reading these posts that the vast majority of people will only write up reviews when they want to complain about something.
  • Reviewer
    Location
    Wigton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Reliability
      1 star
    Comments
    Like all the others will only guarantee 1Mbps when we know that 7Mbps is achievable. Owned by BT who control the network so no competition.
    We are in a rural situation so nobody cares.
  • Reviewer
    Location
    Wigton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    It takes ages to get to speak to customer services. I complain about the broadband speed. They change the snr margin, the speed improves. Then over the next few weeks and months they gradually throttle it back down until I complain again.
  • Reviewer
    Location
    Wigton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Openreach engineers have tested my line and showed that I could get up to 7mbps. But I am now only getting 2mbps and I keep having to reset my plusnet hub when I lose internet connection completely. Apparently some part of the network system automatically turns down my speed because of the signal to noise ratio (snr). Everytime I phone plusnet I seem to be on hold for 15 minutes plus before I speak to anyone. The getout is that they only guarantee 1mbps.
  • Reviewer
    Location
    Wilberfoss, YORK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Service is very poor. Lower than guaranteed speeds day after day. My landline no longer works. CS never return calls or emails. My case is currently with the Ombudsman....Do elsewhere for good Broadband
  • Reviewer
    Location
    willenhall
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    internet keeps dropping out,phoned several times each time told they would phone me back,never did.increased price half way through,more expensive to cancel than run with contract.never again!!!!!!
  • Reviewer
    Location
    Willenhall
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service is very poor and appalling. They made me to wait more than hour and a half just to change my address and get the refund because of the house move and to upgrade top speed or check the line at least if it's working properly. House move was arranged over 6weeks and they didn't even bothered to change it to my current address and didn't refund me the money for a month that we haven't used their broadband or phone services. On top of that when I went through technical team he says that we could have fibre optic broadband and transfers it to customer service without even checking the line is working or not. When I reach the customer service they say that there isn't a fibre optic line in place at the property?
    They don't seem to know about their systems to check what's there what isn't. Finally when I got crossed about the again she said that a manager would ring me in an hour. I also recently found out that for leaving plus net in spite of finishing the contract they charge you leaving fee?
    Ridiculous service.
  • Reviewer
    Location
    Wilson
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I’ve been with Plusnet for 10 years and I’m now at my wit’s end. This company has lost the plot. Avoid at all costs. Ineffectual CS, low staff morale, slow speeds and unreliable service.
  • Reviewer
    Location
    WILTS
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    After being an uneventful 5yr + Plusnet ADSL customer I decided to stick with them for fibre upgrade.

    In short it seems an 'automated order system failure' meant nothing happened to trigger my order despite me getting emails telling me when I needed to stay at home for the engineer to arrive.

    A long wait for telephone customer service and they COULD NOT CARE (I felt like non of my previous years of custom mattered) and they did not even offer any sort of fix than I was to ring up plusnet sales.

    I decided to move away.

    In moving away I found much better offers as a new customer.

    They have grown too big now and become chaotic.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Shocking! After being promised a technician would arrive to install a line on New Years eve and my self and my fiancée taking the day off and staying in until 1900 no one turned up, quelle surprise. This was after waiting weeks for someone to come out. They now say I will have to wait weeks again. Obviously I cancelled my order as no more time can be taken off work. They even admitted this is a common occurrence as there systems lose orders. Getting a bit fed up with the customer being seen as a figure of fun.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    My old provider had a rubbish accounts department and although I should have had a standard payment every month they always messed it up and I used to get into arrears because of mistakes on their part.Plusnet has always kept me informed about mu account.
    Also my download speed has never gone below 35 mbs
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Plusnet
    Date
    Comments
    Complete and utter rubbish. they have not done me proud. Waiting and paying for 3 months!**? Communication skills are worse than useless. My advice don't go there!
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Failed to send me a router left me with no internet refused to refund my money or cancel my contract
    Worst service ever DO NOT USE
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    Advertise min 66mb, Guaranteed Speed 43.8mb no live chat only call in.
    wow that is a 33% over estimation. Currently 48mb. I know what I will do when contract ends
  • Reviewer
    Location
    WILTSHIRE
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    To those looking for a new supplier. Plusnet does not perform well. My download speeds are not as promised. I logged a download speed of 0.83 last night. The range is very poor, I struggle to obtain a consistent, reliable service upstairs (average 3 bed home). Changing channels and router has not improved the situation. My advice is to pay a little more and choose an alternative supplier.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Word of warning never use PlusNet broadband. Absolutely disgusted to be told that they want £200 to cancel my account because of a house move even though I've been a customer for years. Be warned.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We changed to Plusnet on 20.8.20. We still have no home phone 9 days later. Customer service are not interested, despite us being vulnerable customers. They keep asking us to phone them about having no phone line! We paid in advance for our broadband and phone service. The broadband is slow and Intermittent. Needless to say Plusnet have not signed up to Ofcom automatic compensation scheme.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Customer service so so so slow, painful. Helpful when you actually get through. Not always skilled to solve the problem so sometimes you have to ring again.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    The tech is much the same as anyone's but the customer service is absolutely appalling. Call wait times of 45mins - 1hr are common, similarly I have experienced long queues using the chat feature e.g 15 - 40+ in queue with consequent long waits. I have also experienced the person on the end of the chat not being able to deal with my enquiry and suggesting that I join a fresh queue to be dealt with by another agent. I have repeatedly experienced these issues in separate contacts with plusnet separated by weeks and months and attempted at different times of the day. Their recorded messages always attribute such poor service to "exceptionally high call volumes" but they cannot be that exceptional if they need to refer to them so often. If they offer you a low price, there's a reason why they can do so: from my exprience, there are insufficient service resources. Avoid!
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Web chat is nearly always not available. When it is agent cannot help and I have to call. Last time took nearly 1 hour to answer. They use to be good, but are now terrible..

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.