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 2683 customer ratings since 2021-01-25 (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
    Bournemouth, Westbourne
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
  • Reviewer
    Location
    Bournmouth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I know the service quality aspect is determined by the state of BTs network but the wireless router supplied by plusnet was awful. However what I found most repugnant about Plusnet is their out of contract billing policy. My reasonably priced service soon became a £52 monthly charge for.... nothing. So you need to watch your bills. Of course plusnet offered a better deal when I contacted them to leave but the damage was done. Trust lost, customer lost....and never coming back. In summary poor equipment and scandalous billing practises. Avoid.
  • Reviewer
    Location
    Bracknell
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ordered Broadband 4 weeks ago , they have set-up a direct debit and that is it!! Bee sitting on the phone for 30 minutes and still only 4 ahead of me. I was with plus net before and switching from John Lewis broadband I am regretting this now.. waiting waiting!!!!!!
  • Reviewer
    Location
    Bracknell Berks
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Decent provider customer service is quite good - do not have to wait too long to speak to someone and they are courteous.The speed is a letdown only 2.6megs aginst a standard line max of 4
  • Reviewer
    Location
    Bradford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    So although I can't properly rate Plusnet broadband yet due to not having my broadband set up - hence the low ratings.
    I was due to have my broadband set up around mid June, after setting up online at the beginning of the month...this did not happen... after calling them numerous times and getting promises it will be up and running the following week (each time I called)...i now won't have it running until mid August, being told there is nothing they can do.
    So from the original online order, it would have taken them 1 and a half months for my internet to come on and that's if they stick to the date this time.
    P**stake is an understatement!
  • Reviewer
    Location
    Bradford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    There a joke wish we never went with them charged us for 056 number and didn't tell us u had to pay for them when every other companies don't charge
  • Reviewer
    Location
    Bradford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Day 1.internet down. Half an hr waiting on phone, did checks, advised would request a check. No update.
    Day 2. Advised engineer had been out half an hour after my previous day call and reported the problem had been resolved.....obviously not!!!! No courtesy call to see if it had...still no internet. Advised engineer had been booked to come to premises between 8am and 1pm. Email received to confirm this.
    Day 3. 12.15pm still no engineer. Half an hr on phone waiting again!!!!....only to be told the visit had been REJECTED!!!!!!. advised another visit would be booked and get back to me to confirm.
    Call back in afternoon from advisor....unable to book visit, requested to do checks which advised I had done and wasn't provided with phone so unable to see if phone line working properly. So after day 3 still no wiser when will be sorted.
    Even though told advisors I am working from home and am a frontline worker (social services) there is still no urgency. Absolutely atrocious.
  • Reviewer
    Location
    Bradford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Moved from Sky in August 2018, mainly due to price and a cashback deal. What a mistake. The billing system is a complete nightmare. Billed twice for 1 year's line rental, went overdrawn. Then received 8 emails and numerous text messages stating I would be disconnected and fined for a bill that I hadn't received and wasn't due for another 3 weeks. The only saving grace is that their customer service people try their best to fix things even though their systems are absolutely awful. Can't wait for the contract to end and move to another provider. Avoid!!
  • Reviewer
    Location
    Bradford
    Reviewing
    Plusnet
    Date
    Comments
    Absolute rubbish!!! Follow on from my review last week. Still no internet. Sent engineer out who checked phone line...said no Broadband going through line and I need to contact Plusnet themselves. Informed by Plusnet they had sent phone engineer and need to be a specialist engineer. Arranged 1 for today between 1pm and 6pm. Arranged time off work AGAIN!!!! No contact message from Bt advising of appointment so rung Plusnet TWICE. informed engineer WILL be coming. Just had a call from Plusnet (17.00pm) advising no engineer coming as appointment did NOT go through AGAIN!!!!!!. WHAT A WASTE OF SPACE. DO NOT USE THIS COMPANY. Trying to cancel my package after only 1month. Surely I have a good case if they have the cheek to take me to court.
  • Reviewer
    Location
    Bradford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had been with Plusnet BBand for several years without issue but a few months ago speeds fell : often < 2Mbps and sometimes < 05Mbps. Took 27hours for my son to download a game! I bought a new router and recently had 2 engineer visits. Still no commitment (dates or actions)to fix my issue or offer ADSL2 despite competitors offering it from the same junction box. Going to test my luck with another provider - couldn't be any worse! Where is fibre optic - it's 2015 !!!
  • Reviewer
    Location
    Bradford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Nightmare experience from start to finish with unbelievably poor customer service.
    To cut a very long story short Plusnet left me without any broadband when they were supposed to be taking over from my previous supplier and after I had rang them for the 8th time to sort it out they told me they were waiting for an update on my line so I was going to be without internet for at least another 3 and a half weeks and there was nothing they could do. Being self-employed I rely on the internet for work so they left me in a right mess. Unacceptable!
  • Reviewer
    Location
    Bradford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    The worst company I have ever dealt with. They took the money ahead giving me the so called discount. They have shut off my sky broadband and phone line before supplying me any. Five false promises and no delivery. Hours of discussion over the phone after hours of waiting. Lots of sweet talk and no action.
  • Reviewer
    Location
    bradford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    4 months into a 12 month contract and i wish i could get away from this dreadful company. Having had broadband service without problems for over 12 years i had a brain f**t on leaving Tesco because i listened to friends telling me how bad TalkTalk was do i wish now i had stayed oh yes i do. Whatever you do please please do not join this awful company and its complete lack of any service currently my 2 tablets are at the side of the router but cant see it yet can see many other routers up to 500 yards away!
  • Reviewer
    Location
    bradford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    KEEP AWAY FROM THESE CROOKS PLS. when u purchase broadband they giv u a date and everything seems ok...a few weeks later the date changes to a further 2 weeks delay. I phoned and emailed and they say it's not in our hands! Waited for 6 weeks and then cancelled and went back to EE. They've done this twice now. Absolute rubbish service and they claims are far from the truth.
  • Reviewer
    Location
    Bradford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    I made a big mistake by signing up with Plusnet last week.

    After I signed up, a relative told me I had made a big mistake. They said they used to be a Plusnet customer, but left after being told constant lies.. He told me to read the reviews on Trustpilot, and to cancel straight.away.

    I cancelled over the phone within 12 hours of signing up, and I was promised that a refund of £38 was issued and I would have it it in 3 to 5 days.

    8 days later and after not receiving the refund, I phoned up Plusnet..I was on the phone for over 2 hours. I spoke to 4 different people and put on hold 3 times for half an hour.

    The first 2 people I spoke to, told me a blatant lie in that the refund was issued,and the 3rd person hadn't got a clue and passed me onto the 4th person.

    The 4th person confirmed that the first 2 people I had spoken to had lied to me, by telling me that the refund had NOT been issued, and used the excuse of technical difficulties and said they would send a cheque instead in 10 days time!!

    I refused a cheque, but he told me that I had no option.

    I then received an email saying a cheque would be sent within 21 days! What a complete joke!

    I have been in touch with Ofcom and my card issuer, and both have told me to get back in touch when the cheque doesn't arrive after 10 days, and they will both take matters further. Ofcom also told me they have received thousands of complaints about Plusnet and my own problem is extremely common. They also told me I will not see a cheque during this millennium.
  • Reviewer
    Location
    Bradford
    Reviewing
    Plusnet
    Date
    Ratings
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    My broadband was going to be transfered to another provider on 30th July however plusnet decided to leave me without broadband from today 29th July. They do not provide good service and very spiteful even when you leave them end of contract.
  • Reviewer
    Location
    Bradford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Cancelled my contract after 2 days,still waiting for my deposit back after 6 months,every time I ring,they come up with new excuses and just explain to me how incompetent the company is.
  • Reviewer
    Location
    Bradfors
    Reviewing
    Plusnet
    Date
    Ratings
    • Customer Service
      4 stars
    Comments
    Ok service if you only want to use it before 7pm... which really on a weekday isn't helpful at all. I can actually tell the time by the broadband crash
  • Reviewer
    Location
    Bradwell,GREAT YARMOUTH
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    My mother joined plusnet mainly for the Customer service. Since joining they charged her double line rental for each month. On contacting customer services they promised a refund and then failed to give a refund. The next month they took double payment again. My father had just died so I had to call customer service for her. The lad on the phone promised it would all be sorted but again nothing happened. I even phoned again and spoke to a manager and explained the situation he said he would look into it and sort out an email to my mum. The email never came. I thought that Talk Talk customer service was appalling and was surprised that plusnet has surpassed them. We'll do you proud!!!! Really?
  • Reviewer
    Location
    Braintree, essex
    Reviewing
    Plusnet
    Date
    Ratings
    • Speed
      3 stars
    Comments
    In this area plusnet just doesn't work anymore iv been a good customer for the last 6 years iv moved not far from my old address [which is also now getting the same problem] and the nets been cutting out loads since may iv heard from loads of excuses from there systems let's people bunny hop on to others Internet to its my bits at home that connect to the router iv changed my ether net leads twice iv had open reach do almost absolutely everything from a new socket to having a lift and shift witch is having my line removed from the server and added to another they've promised made loads of empty promises which iv had to sort out again the week after as the customer services ether are so over worked or they generally don't have a clue what there doing I'm now at a point where I want to be removed from there services free of charge and I'm going to take it ^
  • 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
    Brampton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I joined plusnet becasue of their customer service. I have found this to be adequate if not brilliant until now. An increasingly abysmal Email service gave need for me to call them. My first call was cut off, and they didnt bother calling back, and now there is no online or phone support available. My Email isnt working and therefore I have no effective service. Pandemic or not this is not acceptable
  • Reviewer
    Location
    Brassington, Matlock
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Been a customer for many years. Now when I need them to show me their true colours - (I've a dead landline provided by them...with no mob signal in village....and I've just returned from major cancer surgery in hospital) - they are just crazily unappreciatuve of my plight and will be be a minimum of 3 days with no landline connection! Unbelievable!
  • Reviewer
    Location
    Braunton Devon
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    We have had 3 routers in only a few months. BUT still the internet just keeps dropping out/and or buffering continuously!! Trying to contact CS is a nightmare of a wait time 30 mins minimum but often over 45 mins. The operators are good, but they can't help the awful internet provided. Can only hope it gets better.
  • Reviewer
    Location
    Brechin
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst ever went to take out SIM only no credit check them they tell me they do credit check and don't tell any one wanted over2 week had to call customer service berry nasty people and no sorry or anything and have to. Wait a nother 21 days for a full refund worst service provider ever
  • Reviewer
    Location
    Bremhill, Calne
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am appalled by Plusnet, I Keep getting fobbed off. After waiting ages and I really mean ages to ever get connected to an adviser. I complain about my speed and reliability. They tell me they will "boost it". nothing happens! I asked to leave, they tell me I am under contract still, after about 10 years??? High speed fibre is just outside, and both my neighbours have it with BT and they get 50mb plus. Plusnet say its not in the area. I say come and have a look. I am then told its exclusive to BT. I asked to be released from my so called contract without charge. The advisor says she will transfer me to yet another department. Guess what? I am then cut off. I am truly sick of this, especially after so many broken promises. What can I do?
  • Reviewer
    Location
    Brentwood, Essex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Was very happy to sign up with Plusnet as the deal appeared very good for Broadband & landline 17th Jan 2019. Still waiting for connection 6/2/2019. Attempted web chat etc, no joy! PLusnet caption is "WE'L DO YOU PROUD"! Hope so when this Company get around to connecting me & sending me my router.
  • Reviewer
    Location
    bridgend
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not sign up with them on any account, I haven,t been able to watch anything on BBC Iplayer for a month, I even bought a new set top box, endless hours waiting on the phone never less than 50 minutes wait time, and still got no where, Currys say its our internet that is the problem. But they say they are giving me a satisfactory, broadband speed, now I,m tied into an 18 month contract, go to Talk Talk, they answer the phone in 10 minutes.
  • Reviewer
    Location
    bridgend
    Reviewing
    Plusnet
    Date
    Comments
    We have been unable to get broadband on a regular basis for the past three weeks, I have made three phone call each one waiting at least an hour for a response, my issue has still not been resolved, no one has bothered to contact me. They are advertising every day for business, whilst not being able to deal with the customers they have already got, avoid at all costs.
  • Reviewer
    Location
    Bridgend, South Wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Took out broadband fiber, home phone (unlimited calls) & mobile with plusnet, waited weeks to be connected, even though told it would be 10 days, then had huge bill for going over home phone call allowance even though paid for unlimited calls, took months to sort out, passed from pillar to post after waiting 40 - 60 minutes to get through each time and frequently got cut off. ended contract and was told early termination fee would be waived as I was treated so poorly this was confirmed by email the out of the blue 4 months later had a letter saying debt for termination fee had been passed to debt collectors with 25% added on (the very first I had heard about it) rang plusnet to explain, and they agreed to withdraw from debt agency. I have never EVER dealt with such an incompetent company. my advice is to AVOID AT ALL COSTS, YOU HAVE BEEN WARNED.
  • Reviewer
    Location
    Bridgwater
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I switched to Plusnet 3 months ago and it took them around 2 weeks to sort out all the problems, so I could finally had a slower internet. Then I moved my house, and I have been waiting for almost 1 month now for Plusnet to sort out the internet at my new home, last thing they said today was the day that it would be fixed, and now they say "there's a centralised problem with the telephone exchange". I don't believe one single thing they say, don't recommend them. My plan is now to switch to my ex internet service provider.
  • Reviewer
    Location
    Bridlington
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful service, over a month and still not connected to the internet. Found out same as John Lewis, both should not be touched. Customer service is useless!
  • Reviewer
    Location
    Brigg
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Absolutely Anything BUT Garenteed Speeds I Am Currently Playing For The 60mbps Pack And Im Receiving 1/6 Of That Speed I Should Be Garenteed Absolutely Shocking How Bad You Get Scammed Nowadays Horrible Speeds
  • 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
    Brigg, Lincolnshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've been with plusnet for about four years, my broadband speed has always been at the theoretical maximum for where I live, and reliability has been excellent. customer service have been helpful, haven't needed them much. I'm looking around here to check out BT who seem to be cheaper by a few pounds per month, but reviews of all providers on this site seem to be dire! Plusnet have been ok for me, I'm a happy customer so far.
  • 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
    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
    Brighton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By far the worst internet provider that I have ever had the misfortune of dealing with! Dreadful connection, useless customer service and technical assistance with enormous exit fees. It is virtually impossible to get in touch with a human being over the phone without atleast 20-30 minutes on hold and even then the issue is seldom resolved.
  • Reviewer
    Location
    Brighton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Been with PN for a few years, recently noticed slow BBand speed, supposed to be 55 - 80 mbps and rise in monthly payment for BB and phone line, so called to query, confirmed by customer service and options team who both did speed tests, confirmed low speed at 5 mbps and offered new contract at higher rates than advertised on website. Then Tech team claimed their test returned 65 mbps, refuse to accept other tests as if implying we're all lying!
    When we started to complain, PN's customer NO service overall demeanor changed to the typical no supervisor available, Manager will call back tomorrow etc block came up.
    We were happy with PN initially but not now as they seem to be resting on their laurels not realising there are other competitors out there with better options and customer service now ..
    Needless to say, we're now hunting to change our ISP asap.
  • Reviewer
    Location
    Brighton
    Reviewing
    Plusnet
    Date
    Comments
    Moved over to plusnet on the 24th jan it didn’t work so called them was told it would be up and running 24 to 48 hours later it didn’t happen was then told fault on line which they then said was sorted 2 dats later still didn’t work spoke to one girl who just sighed a lot she gave me the impression I was just stupid called them another four or five times still no joy got to the 14th feb I gave up on them and cancelled order I do not understand what has happened to giving the customer a service

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.