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
    Arrochar
    Reviewing
    Plusnet
    Date
    Comments
    The worst internet provider I have encountered. I have had no or limited Broadband for almost 2 months. Still it's not fixed. The same circle has to be gone round every time I hear from them. They blame BT . They don't take ownership of the problem. I'm sorry I ever got on the Yorkshire bandwagon. Incompetent is the only way to describe the service. I WOULD NOT RECOMMEND PLUSNET TO ANYONE.
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Comments
    This is the worst service in history the staff are incompetent they actual don’t know themselves you ring about your service they have you doing their job like your an electrician...And still its does not work then they tell me my service is bad here why offer a service you know you cannot provide but yet my neighbours have internet with another provider and its great so stop lying plusnet your just useless they say they give you back a refund and they giving me £7 back do i sound homeless what is that are they serious when its been months of bills and most of the time theyve had me trying to fix their modem i tell them i cant keep doing this its not right i cant manage do what they want me to do to repair it and they do not care..... Do not do not use them pls people stop using them they have to go its a scam big massive scam... We have to work from home and its stressful enough lets get rid of them
  • Reviewer
    Location
    Broadstairs
    Reviewing
    Plusnet
    Date
    Comments
    A fault reported 15 months ago still isn't resolved depsite many visits from engineers and has now resulted in a loss of fibre broadband and phone service - no-one seems capable of resolving the issue which affects our ability to run our business - no one takes ownership - there doesn't seem to be any technical expertise to answer our questions - what there is is a total inability to escalate and take the matter seriously - we have spent hours on our mobiles discussing the matter over and over again with many different operators across Technical Help and Service Provision Departments - 100% the worst service we have ever experienced
  • Reviewer
    Location
    Angus
    Reviewing
    Plusnet
    Date
    Comments
    Shocking service. They took 2 months - yes, 2 months - to finally tell us we needed to take down a tree in the neighbour's garden to allow phone line to be connected. Online chat slow. Unbelievably frustrating and we have had to change our provider.
  • Reviewer
    Location
    Aberdeenshire
    Reviewing
    Plusnet
    Date
    Comments
    Was thinking changing from BT to Plusnet as I am having a lot of problems with BT and the service they provide and the customer service is absolutely terrible which was never the case in the past. But after looking in to it Plusnet are owned by BT so that speaks volumes about all the other reviews I have read here. So I think I wii be giving plusnet a miss and will have a look elsewhere.
  • Reviewer
    Location
    Tonypandy
    Reviewing
    Plusnet
    Date
    Comments
    Aboustly shocking.. signed up was get speed that they said for a whole month and then speeds was half and kept completely dropping and nothing at all after 6 open reach appointment and nothing sorted they tried saying its was my brand new laptop..I took out enough contract as they promised the speed and still could not sort the speeds lucky enough got out as off the speed promise but I agreed a rate with them off 29.99 but keep getting billed 39.99 nearly 20 months of them charged me for the best speeds bit only getting half on good day... avoid going with these and all speed checks was done with there recommend btwholesale test.. I was getting between 20-30 when was paying for 72
  • Reviewer
    Location
    m9 manchester
    Reviewing
    Plusnet
    Date
    Comments
    broardband is poor cannot stream their anytime advert says if the costomer service is bad may aswell throw the router in the bin cannot wait to do that as soon as my contract is up...avoid
  • Reviewer
    Location
    Maidenhead
    Reviewing
    Plusnet
    Date
    Comments
    Plusnet was good then BT acquired them. With thus change came continual bandwidth throttling with complementary outages too! Terrible service but they were "doing me proud" If their nonesense was turned into Bandwidth what a great service it would be. Avoid anything BB linked with BT as you are paying for no service a lot of the time. I hope thT one day BT will be broken up and sold off to a company that can provide a service!
  • Reviewer
    Location
    Shrewsbury
    Reviewing
    Plusnet
    Date
    Comments
    Don't believe the advertising appalling service incredibly long queue times should you need help or advice why the hell did I signed up with this bunch
  • Reviewer
    Location
    Diss
    Reviewing
    Plusnet
    Date
    Comments
    Been with plus net for just over 18 months and been a terrible experience right from the start, every day we have lost connection to the Internet and not just once but numerous times, constantly resetting hub box. And if we are lucky to get it working very slow. Customer service is very poor long waiting time to get through. I have spent the last 18 months reporting the issues never been sorted. Thank goodness my contacts now finished now swapping to some one else. I would avoid this company complete rip off.
  • Reviewer
    Location
    KA256AW
    Reviewing
    Plusnet
    Date
    Comments
    Signed over my service to Plusnet 3 days ago. They changed my telephone number against my wishes and without advising me and disconnected my broadband so now instead of having fibre BB I have nothing. 3 days of broken promises and assurances to correct the problems by different individuals has resulted in no action. You call their phone line and you have to que for 20 minutes.

    Stay clear scandalous service hence no stars as I have no service, they did however take the funding from my account.
  • Reviewer
    Location
    Wellingborough
    Reviewing
    Plusnet
    Date
    Comments
    I had been with Plusnet for a number of years but decided to change to Now TV. The customer service regarding this changeover has been diabolical. I have just been rung by one of their customer service agents and after I complained about the length of time I had waited whilst trying to phone them I was told well you are leaving us now so you won't have to contact us again will you? Not impressed.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Plusnet
    Date
    Comments
    The worst provider ever. Left them after 3 months. Lost phone number at start up. Broadband didn't work. Poor speeds. Long waits at Customer service. Price rises.

    Awful company to deal with
  • Reviewer
    Location
    Sleaford
    Reviewing
    Plusnet
    Date
    Comments
    Customer Service is a joke, you have to wait over 30minutes every time you call and they simply run through the same sc ript time and time again. Had to chat to them two days running because they cannot even pass between agents for then to get back to you. Had nothing but problems every time we have issues in getting it sorted quickly. Go somewhere else and save yourself the hassle later!!!!
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    We are having an horrific experience with plusnet. We terminated our contract with BT on the 30th of January and we are still waiting for the router from plusnet which means we have been without internet at home for the past 3 weeks. And if we want to cancel with plusnet we need to pay £200 fee. Incredible.
  • Reviewer
    Location
    Bristol
    Reviewing
    Plusnet
    Date
    Comments
    If I could give these clowns 0 stars I would. Landline went down weeks ago and, 10 hours of waiting around for engineers (they can only give 5-hour windows) and more hours on hold than I care to count, the landline still isn't working and now the broadband isn't working either. Can they tell us what the problem is? No. Can they tell us when it will be fixed? No. Can they tell us when to expect the engineer? No.
  • Reviewer
    Location
    Brighouse
    Reviewing
    Plusnet
    Date
    Comments
    Have been with them for 5 years and they were brilliant when I first joined, but the service has gone from bad to worse in the last 2 years. Am seriously thinking of changing to another provider when my contract is up for re-newel
  • Reviewer
    Location
    Liverpool
    Reviewing
    Plusnet
    Date
    Comments
    Customer service is diabolical to say the least no phone for three weeks broadband speeds of 0.45 mbps
  • Reviewer
    Location
    Cheshire
    Reviewing
    Plusnet
    Date
    Comments
    If possible would give minus 5 stars we still have no internet and every day they keep postponing the date they never ring it's just text messages all the time - I am sick of ringing them and being put on hold absolutely useless wish I'd never swapped to them - dreadful service from the start would not recommend them to anyone
  • Reviewer
    Location
    Norfolk
    Reviewing
    Plusnet
    Date
    Comments
    No way deal with plusnet services. I've been customer for a 5 years and when I've decided to move houses they refuse to cancel my account it's just because I have forgot some silly password. Awful!
  • Reviewer
    Location
    highbury
    Reviewing
    Plusnet
    Date
    Comments
    terrible service .i do not thing they have a enough server to deal with their hostile selling method.their advert saying about customer service excellence??!!lie..you have to wait one hour to speak to someone on the phone and they are useless.i have a same fault over two weeks but no one cares.do not get contract with them.probably they will go bankrupt soon.their advert and reality is different.i do not think some one is checking them,DO NOT TAKE THEIR CONTRACT,BECAUSE YOU DO NOT GET WHAT YOU PAY FOR...
  • Reviewer
    Location
    Birmingham
    Reviewing
    Plusnet
    Date
    Comments
    If I could give this company 0 stars I would. I would not recommend plusnet to anyone. It is the poorest service I have ever encountered. Took 2 months to activate from sign up and only worked for one month. Customer services and fault departments are also very poor with long waiting times on the phone and do not provide any helpful information.
  • Reviewer
    Location
    Halifax
    Reviewing
    Plusnet
    Date
    Comments
    Do not join plusnet they tell you lies they told me I would get a refund back to my bank now they said it'll be a cheque whick I have to wait 14 days for not acceptable will take this further
  • 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
    Northumberland
    Reviewing
    Plusnet
    Date
    Comments
    Absolutely appalling customer service. Totally inefficient internet service. I start a new acount in October 2019 by the start of January 2020 i was ending my contract with this company. The abysmal service I have received from this company beggars belief. I was told I would be able to get £70 and for starting up my account after numerous phone calls I still not received it. I am unable to use the internet when I'm on the telephone. I keep losing connection to the internet at other times and on a weekly basis I am having to reset the router. This has been explained to the company on numerous times. To little or no avail until I said I wanted to end my account. I have been told I have to pay over £170 for the pleasure of ending my contract with Plusnet and I will be honest it would be a pleasure I have never been as happy to spend that amount of money to rid myself of the shambolic company. I was told by one of their advisors that I wasn't able to receive the £70 because the time had lapsed numerous phone calls to the company about non receipt of the money just seem to be dismissed. I was constantly being fobbed off by customer services. My telephone communications seem to have disappeared off their system. When I said I wanted to leave all of a sudden the £70 was available again for me. The customer rights act States that they should be selling a product that is fit for purpose. Which they run shotgun over. I am absolutely appalled by the way I have been treated by this company. If I could have given Plusnet lower score than I did I would have done. Do not waste your time or money with this company.
  • Reviewer
    Location
    soutampton
    Reviewing
    Plusnet
    Date
    Comments
    I was about to sign up to plusnet!!. I've reconsidered. the reviews read just like my talk talk experience.
  • Reviewer
    Location
    Norfolk
    Reviewing
    Plusnet
    Date
    Comments
    Been waiting over 3 weeks to be connected with broadband. Different excuses every time I ring them. One of the staff said I need to pay £49 extra for a new line to be installed. Terrible stressful experience so far. Between them & Openreach my perfectly fine internet connection which worked before the switch, has become a massive problem.
  • Reviewer
    Location
    Aldeburgh
    Reviewing
    Plusnet
    Date
    Comments
    I cannot rate it as plusnet are terrible I have been waiting for installation of a line since June 8th 2015 and still no further forward and cannot speak to anyone that seems to do anything. Their advert should be taken off the tv
  • Reviewer
    Location
    Isle of Bute
    Reviewing
    Plusnet
    Date
    Comments
    Due entirely to BT disconnecting me for no reason, and Plusnet's failure to respond to this, my account was sent into chaos. I have emails thanking me for paying my outstanding balance, and telling me my account currently sits at zero. However, today, and after many conversations with Customer Service teams, I have closed my account. The right hand there does NOT know what the left hand is doing. The stress caused put me back in hospital, thus being 2 days late in paying, borrowing money to pay, and my Mental Health has been set back at least to last year. I was assured I would have telephone last weekend when I returned home, it was cut off AGAIN!! I have closed my account, and want nothing more to do with Plusnet, as they did NOT "do me proud". Currently debating in my crazy mind whether to tell the Press. GOODBYE PLUSNET....DO NOT EVER CONTACT ME AGAIN!! You have upset everyone in my family, and you have no idea how to do as you say you will do.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    Have been waiting for 2 weeks for the engineer to complete the connection. Don't have any phone at the moment. They have promised 3 times that an engineer would come to do the work and hardly an apology. Had to wait about half an hour to speak to someone on the phone. If this is what they are like to a new customer how do they treat people who are already with them! I am going to cancel. Not a single star.
  • Reviewer
    Location
    Bucks
    Reviewing
    Plusnet
    Date
    Comments
    Oh dear - have just read most of the above! Now think I have been duped- rang plusnet to say that i have a very intermittent internet with buffering every couple of minutes when watching tv- was told that i should wait 15 days while the exchange settles down!!! I am beginning to think this was a big mistake!!! Meanwhile I have rediscovered reading books!!!
  • Reviewer
    Location
    Liphook
    Reviewing
    Plusnet
    Date
    Comments
    The worst service ever out of 5 lines I'm having problems 4 at different properties and after 3 months of being told so many different things but still not mended and it goes on. I do not have enough time to keep call plusnetbusiness 4 times a day. So now I've gone to the ombudsman to shut down all my accounts with plusnetbusiness and a refund. Never again will I use such a rubish company again. P.s xln are much cheaper and easier to get on with.
  • Reviewer
    Location
    Norfolk
    Reviewing
    Plusnet
    Date
    Comments
    Ignore adverts praising customer service, there is none. I ordered a package and after hearing nothing for over two weeks, phoned to ask what was happening. In a queue for 45minutes to speak to agent. They had not processed order, despite having sent email of welcome, taking payment and setting up direct debit. Two days later received advice that switchover would be 23rd December. I phoned to change this but told a change not possible due to Plusnet making a mistake. This was after a wait of 40minutes to be put through to an agent. Further calls, messages and conversations all underlined the fact that device with Plusnet was total rubbish and to be avoided at all costs.
  • Reviewer
    Location
    Upton upon Severn
    Reviewing
    Plusnet
    Date
    Comments
    DO NOT USE THIS THIS COMPANY horrific customer service. Incorrect billing which I’m quite sure they try to do hoping that customers won’t check bills. Overcharged. Customer options Team, these are the guys that are meant to retain customers?!! What a joke, rude, unhelpful and obnoxious.
  • Reviewer
    Location
    Devon
    Reviewing
    Plusnet
    Date
    Comments
    Where do I start.Constant problems for over a year. Said I owed them money,Put it in the hands of a debt collection agency, turns out they owe it to me ! During that time i was widowed. All extra stress. NOSTARS.
  • Reviewer
    Location
    Isleworth
    Reviewing
    Plusnet
    Date
    Comments
    A total waste of time. Months to fit a service that does not work. They do not listen, do not understand and ignore everything you say without answering at all, even after weeks.

    Don't bother even getting a quote, they want monet upfront for a service they fail to supply. Complete and utter rubbish both the service and the staff !
  • Reviewer
    Location
    Scotland
    Reviewing
    Plusnet
    Date
    Comments
    I will not give Plusnet any stars, they deserve nothing. They have given us nothing but stress and shockingly bad service. We are no further forward with them.. they ignore, ignore, ignore and are then plain rude or arrogant. "We'll do you proud". More like "We will do you". Have to beg for refund, still waiting for this. DO. NOT. TOUCH. WITH. A. BARGE. POLE.
  • 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
    Hackney
    Reviewing
    Plusnet
    Date
    Comments
    This company is a absolute joke.they are money grabbers and the billing system is messed up.plusnet didn’t take any money out of my account for months or they didn’t cut of my broad band and when I wanted to cancel it there was a fee. Now they want a big lump sum of money from me for all those months being added.they also took all my money out of my account and left me with nothing.
  • Reviewer
    Location
    Reviewing
    Plusnet
    Date
    Comments
    I don't even know where to begin. I call and try to organise wifi for myself and I'm told it will be live in 10 working days. Fine. 10 days comes and goes? I don't have an e-mai, modem or anything never mind my internet. I call. 40 minutes waiting time!! I'm told they can't find the line???? They had to call another company to ask them. Don't know whether to laugh or cry at that. Then they said they'd e-mail with an update. NO update but I have suddenly been 'opted in' for several marketing channels?!!! I then have to call and chase them (another 30 mins) and I'm told they found the line (talk talk told them) BUT FORGOT TO PUT IN AN ORDER FOR THE MODEM!!!!!! So thats been ordered now and I've been told the 17th is when I go live........ I'm a 4th year uni student who's falling behind for lack of internet. And no mention of any kind of compensation. DISGUSTING. Only thing they haven't forgot to do is bill me.

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.