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
    3.5 stars
  • Customer Service
    3.7 stars
  • Speed
    3.3 stars
  • Reliability
    3.4 stars

Based on 1943 customer ratings since 2021-07-02 (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.

3,571 Customer Reviews over 90 pages

  • 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..
  • Reviewer
    Location
    Wimbledon
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Hi
    have now been with plusnet for 3 months following o2 sale to Sky. Did not move as had terrible service from sky.Speedy set and getting 19mbs. The only compaint I have is that at busy times there can be a long delay in getting through to customer service, though it is free unlike some. When you do get through very helpful and technical issues dealt with promptly
  • Reviewer
    Location
    Wimborne
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Just had to post a review as I'm so impressed. My broadband failed on Monday evening, I rang Plusnet Tuesday morning. They tested the line and found a fault. I was told it would be passed to the engineers and maybe up to 72 hours before they could get to it. I only have a smart TV and I live alone. On Wednesday late afternoon I called to see if I could speed things up. A lovely guy checked and he managed to get me a temporary fix until they get to the line. Just wanted to post to say thank you and give them 10/10.
  • Reviewer
    Location
    Wimborne
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    What a caring company! Having recently received a new router from them, I asked if they had a router without a blue light as it was affecting my seizures. The answer was no, but immediately they said I could get one on the open market, and would credit me with £35.00 towards it! They did not need me to return the old one. This is the sort of service you would expect from expensive providers. I thoroughly recommend them!
  • Reviewer
    Location
    Wimbourne
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful service worst 12 months contract I have ever had. Invariably could only get the half the minimum advertised rate - less than 0.5 mb/sec. Despites numerous complaints and commissioning my own telecom engineer to pin point the problem for Plusnet. It was easier for them to constantly ignore the problem. Thank goodness I’m at the end of the contract and have signed up with another provider – can’t be any worse and hopefully they will take customer service seriously.
    Finally I have sought out a review site to at least make other think twice about what to expect from Plusnet.
  • Reviewer
    Location
    Winchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    everything else is irrelevant when you spend 3 hours on the phone for the simplest query. get Plusnet and you will regret it if you need any help.
  • Reviewer
    Location
    Winchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I have been a phone and broadband customer of Plusnet for several years, and am very happy with them. Their UK call-centre is helpful and responsive. I have recently phoned them several times with for technical support during the Covid-19 lockdown period, and despite these busy times, have still been speaking to a real human being with only a coulple of minutes' wait. The help I have received every time has been excellent.
  • Reviewer
    Location
    Winchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Very unhappy with Plusnet.

    Had a fully working fibre to cabinet broadband service for many years that stopped working. After many calls and one week later it was revealed by Plusnet that their internal computer system had deleted our broadband. They could give no date for re-connection and we have now been without broadband for 3 weeks and have been told we will get an update in a further 2 weeks time, so 5 weeks in total. No offer of escalation, no offer of a 4G modem.

    Staff are polite and helpful but clearly their internal systems and policies are not adequate.
  • 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
    Windsor
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I recently (reluctantly) signed up for fibre broadband with Plusnet, having previously been a customer. Last time round I experienced long delays getting connected and was left for weeks without phone and broadband. No compensation was offered and I experienced extremely poor customer service. I thought I'd give them another chance but really wish I hadn't. I took a day off work to wait for an engineer to install the new service. However, despite their written confirmation, it transpired that my order had not been processed owing to a problem with their automated system. I only found this out when I contacted them online the evening before to double check the engineer was booked. (Also, my address on their system was incorrect but I was told they could not update it.) Again I was not offered any compensation for the inconvenience and time off work and again I experienced dire customer service. Eventually, I managed to get my initial costs refunded and my account cancelled having phoned them at my expense. My advice would be to avoid this company. They simply cannot handle it when things go wrong and their customer service is appalling. DO NOT BELIEVE THEIR ADVERTISING!
  • Reviewer
    Location
    Windsor
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Maybe not the absolute fastest but the connection has always been stable and you cannot beat their U.K based customer service team!
  • Reviewer
    Location
    Windsor
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    On 12/3/15 I got email from PlusNet inviting me to pay 12months advance rental £155.88. I paid. On 2/7/15 I got email inviting me to pay 12months advance from 2/9 for £185.88. I have left PlusNet as my 12 months equals 6 months to them! Watch your emails! Looking back, I found they had done this before and I had paid without checking.
  • Reviewer
    Location
    Windsor
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Scam artists. Took advantage of me when I had just left my job and was distressed about having to move back home. Forced me to move the terrible patchy internet connection with me but started a NEW 18 month contract and charged me £10/month more then the existing contract with another provider which was much better and I was so distressed/stressed about moving and they knew it so fully took advantage of me when I was down. WILL NEVER USE PLUSNET AGAIN do not recommend. AVOID AVOID AVOID they are scam artists.
  • Reviewer
    Location
    WINSFORD
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    keep well away a bunch of total idiots,
    told me they would take care of my change over to them,
    they did not,
    lost my home phone number which i had for 30 years lost my phone line then told me i would have to pay for the re-connection £49 for there mistake,
    i am now with bt and very happy ,
    be aware these are a bunch of tossers and wont admit to there mistakes.
  • Reviewer
    Location
    Winsford, Cheshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Nightmare from start to finish, from my change over from service provider. When it didnt happen on the agreed day l called them from my mobile, 30mins queuing to speak to Customer Services to be told can go live up till midnight. Nothing rang engineers next day, said sent me a text to say it was no going ahead on that date. I explained l rang within 3 mins of getting text and was assured no problem and would happen as planned on arranged date. Without broadband & phoneline all over Christmas. Poor wifi speeds that drop to very slow after 3pm. Now signal keeps dropping 3 times in 30 seconds. Downloads dont even complete overnight, 12-7am and only 92% for a movie. Cannot make use of subscrption TV and movies because of poor speeds. Got a new base unit, not fixed it. Unscrewed cover from wall, not fixed. Ran test for 72hrs, fault been occurring for 3 weeks now. After test, engineer promised a call but just rang once hung up then sent an email, saying all tests ok. Its not and now in queue for 45mins to speak to Tech dept for 5th time. Want to cancel contract with plusnet. 1/10
  • Reviewer
    Location
    winslow
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I cant understand the hate on this review page. Is this a conspiracy?

    I've been with them 8 years at 4 addresses and am very happy.

    OK customer service takes a bit long to answer nowadays, but have you tried speaking to a human in BT or, God forbid, Talk Talk

    I've had a stable connection for weeks not at 70Mb on my fibre in a village.

    Realistically, the internet backbone is provided by BT wholesale anyway, so Plusnet/Orange/Talk Talk are just reporting your issues to BT anyway.
    Knocking Plusnet because of internet provided by BT is crazy.

    Only issues ive had is a botched install by BT of my 3rd plusnet connection.
    make no mistakes, thats not Plusnets fault
  • Reviewer
    Location
    wirral
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Moved from BT to plusnet because of the poor service offered by their Indian call centre. I asked BT to negotiate a new contract 1 month before the contract expired. Rudely told No!!! When I terminated they asked Why Why...and was called many times. BT were told to release at 3am so as not to cause a disruption. BT decided to disconnect 24 hours early....

    currently we have no line, as a fault has appeared on BT cable that we all pay the 16 GBP for.

    plusnet claim to be powerless and BT will not take my calls.

    the line is important as my father's emergecy responce is connected to the telephone line. But neithrr BT or Plusnet are proactive on the matter.

    No phone so far for 3 days......

    as for broad band BT had stole many years money off me as they charged for fibre optic, I am in the sticks on copper cables. Local box is active since 3 months. But Plusnet blames BT... etc
  • Reviewer
    Location
    Wirral
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very very poor customer service. Phantom invoices. Complaining to relevant regulator. BEST AVOIDED!
  • Reviewer
    Location
    wirral
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    First router not sent out on time, then a confusion over the activation date. Customer service waiting times are in excess of an hour on hold, chat waiting times not much better. Customer service representatives are rude and petty and could not care less. Had to sort my own engineer to come out as the wait for the fault team to even contact me was 5 days, and this was before scheduling a visit.

    The internet speed is ok but if you ever have an issue it's really rubbish. I would go elsewhere - and i will be moving when my initial contract is up. Not worth the hassle.
  • Reviewer
    Location
    Wirral
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Can be on hold an average 20 minutes trying to get to speak to customer services. Just as poor quality customer services as their sister company BT.
    I've left Plusnet shocking customer services and their prices are more expensive than talk talk
    Don't stay with them out of loyalty it doesn't pay
  • Reviewer
    Location
    Wirral
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking service, our router has been faulty for months, yet they won't replace it having now exhausted all possible solutions because it's out of warranty.

    I've rang up several times over the period of nearly a year, with the same issues and tried everything they have suggested to make it work.

    I have been out of contract for some time and would have been happy to stay with them paying monthly had they resolved this ongoing problem (I wasn't willing to enter a new contract incase the problem didn't go away).

    They can shove their months free broadband, as I don't want a month of crap wifi for free, I want the router working. Also a 45min wait time each and every time I've had the please of phoning them.
  • Reviewer
    Location
    Wirral
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Literally, can not wait to take this router and smash it. The worst Internet provider ever
  • Reviewer
    Location
    Wirral
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service and awful customer service.

    I have not been able to use sky on demand, PS4 or smart TV for about 4 months now. Been in contact with plus net on numerous occasions (after waiting in phone queues for up to an hour) only to get the same old line of the signal going into your house is good.

    Currently awaiting a response from the complaints team as I'm unable to cancel the contract with paying a monthly exit fee.

    Would not recommend this company to anyone.
  • Reviewer
    Location
    Wirral
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Into my second month now with PN.
    What a difference to the slow offering I had previously from Sky.
    Change over went exactly as I was advised, router landed when they said it would, Openreach chaps came and did their bit when I was told they would (they were actually an hour early!).
    I was overcharged on my first bill by £5, but a couple of emails later, that was credited back to me.
    Getting Fibre free for 6 months is a great bonus, and at a cost of £5 or more less than Sky, I can't fault PN (And their fibre speed is twice what Sky could deliver)
    Well done Plus net.
  • Reviewer
    Location
    Wirral
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I really thought Talktalk were bad until this lot came along. Slow speeds, cut off broadband as they continue to repair lines and blame BT. Never again will I use Plusnet
  • Reviewer
    Location
    Wirral
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I joined plusnet fibre 2 weeks ago. Initial setup was quick and easy but we did not get anywhere near the speed we were guaranteed. After lots of unhelpful phone calls and online chats to customer services, they decided there was nothing wrong at there end and it was our phone. I have now joined bt and got twice the speed plusnet said I would get. Avoid plusnet they are rubbish!

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.