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
    4.3 stars
  • Customer Service
    4.4 stars
  • Speed
    4.1 stars
  • Reliability
    4.3 stars

Based on 798 customer ratings since 2023-07-21 (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.

3,755 Customer Reviews over 94 pages

  • 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
    Wilmslow
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Cancelled this in April. It is December now and still charging me double what was in the contract and it doesn't even work
  • 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
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    Switch should have been today. It’s not worked, and the earliest engineer appointment is 1 week later. No alternative options available. If you need broadband for work suggest you do not risk signing up.
  • 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
      4 stars
    Comments
    Waiting for my new contract to start, which was expected to commence on 01/06/23. However, Plusnet notified me via text on 15/05/23 that my activation date has been changed to 24/07/23, nearly 2 months later than requested.

    Upon speaking to Plusnet they explained the situation, however, did not explain how I am supposed to work from home with no internet for two months.

    Their customer service team has been helpful in most instances so far, however, I would be wary regarding any promised activation date if you don't want to be stung. I am now going to have ask my current provider if I can delay my agreed cancellation date.

    Unlikely to be renewing with Plusnet after this contract.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customer service. Appointments not met, staff not interested. 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!

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.