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

Based on 842 customer ratings since 2023-04-28 (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.

3,751 Customer Reviews over 94 pages

  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    Can't provide the services they sell you and not interested in helping you or sorting things out when you ring them (if you've got them time to wait in a queue for half-an-hour). Save yourself the bother and avoid at all costs.
  • Reviewer
    Location
    Alyth
    Reviewing
    Plusnet
    Date
    Comments
    3 years with Plusnet with 5mbps,so not movies or music and for £32/month only:) I was complained with not successful but they arranged appoitment with,,engineer,, but hi was to busy and did not comes.
    I sent email that want to cancel contract because I am strongly not enjoy speed and customer service since 16.06.2014 with last payment.
    After 2 weeks Plusnet sent me outstanding fees but I had Direct Debit so all payments had been automatically.
    I did not paid because they do not want to explain me why and for what I have outstanding fees.....and for last2 months not answers.I had a couple of good enough reasons for cancelling but they do not want to understand me.
    Plusnet blocked my access to my account and doN't want to give MAC code which is required for the next provider...but this is not all. Plusnet is still connected with my line and do not want disconnect....

    So slowest broadband,poorest and most rude service ever
  • Reviewer
    Location
    Cheltenham
    Reviewing
    Plusnet
    Date
    Comments
    AWFUL SERVICE FROM AN APPAULLING PROVIDER

    I’ve spent hours on the phone to them in the last few weeks and I’m getting pretty sick of their attitude. The average time spent on hold before my calls have been answered is over an hour. They are then rude and are quite happy to lie (I know for a fact that they have lied to me) and blame anyone but themselves for the short comings in their service. . My broadband is generally unusable, about 0.2Mbts and drops out completely a lot of the time. Unfortunately tied into a contract and hae been told I will be charged exit fees if I leave, even though they are not providing me with the service I am paying for.
  • Reviewer
    Location
    Worcester
    Reviewing
    Plusnet
    Date
    Comments
    Have had no internet only in front room, cuts off as soon asti leave front room, they advised Ethernet cable for ps4 in bedroom which I have done and still cuts off, but where do you put cable to iPhone or tablet??? There are a joke been set on phone for 15 mins as can't log on to there site y
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    Unfortunately can not recommend Plusnet. Very unreliable poor broadband. Far below the promised speed of internet. Even though I had fibre. It’s not as cheap as advertised and better price and quality fully available nowadays from other providers. And most disappointingly customer service - not great. Not supporting , not prompt and not pleasant
  • Reviewer
    Location
    Highlands
    Reviewing
    Plusnet
    Date
    Comments
    All was well till I moved home. Line faults and road needs dug up, the fault of BT of course! Blackmailed into accepting callout charges, failure to communicate, promises re billing broken and the refusal to address the issues have left me wishing I'd never dealt with Plusnet. Plusnet blame BT, yet BT own Plusnet! It's not the speed of fixing the fault that upsets me, it's the lies & the lack of communication. Apparently Plusnet customer complaints department is offline so I can't even speak to them. I have lost all faith in what used to be a good company to deal with.
  • Reviewer
    Location
    Middleton
    Reviewing
    Plusnet
    Date
    Comments
    Absolutely horrendous. Internet always going off and sometimes for 2 weeks. They said they would pay compensation paid 30 days after faults is resolved however, keep opening the same complaint because it's the same fault therefore avoiding paying the compensation.
  • Reviewer
    Location
    Northamptonshire
    Reviewing
    Plusnet
    Date
    Comments
    10/10 for anyone who loves holding music and incompetence.

    A company that advertises itself as having great customer services.
    Signed up for fibre broadband, a week later I receive a text telling me BT have uninstalled the line and I therefore need to pay them a £50 activation fee - why is there not a system in place for them to say 'by the way BT, don't deactivate that line because we'll need it'?
    Also, on the website it says that the activation is free, but this is different from the line installation - fair enough but this needs to be clearer.
    When phoning I was in the queue for 30 - 50 mins on every occasion.
    Final part of my rant: calling after hours and selecting the options for anything other than the tech support team (eg cancellations team) just transfers you to the tech support team, without saying anything like 'by the way this department is closed, so we are transferring you' just leaves you on hold for 40 mins until you finally get someone who can't do anything for you.
    Absolute shambles.
  • Reviewer
    Location
    Calver
    Reviewing
    Plusnet
    Date
    Comments
    Actually awful. It's always buffering even when there's just one person using it. It switches off and on randomly and doesn't even work half the time.
  • Reviewer
    Location
    England
    Reviewing
    Plusnet
    Date
    Comments
    I agree with so many other submissions. I ordered Broadband in Late November, but their Website messed up and I had to resubmit. I 'phoned the order line and after a long wait, got through and placed my order on the 3rd December. The 'phone line was installed 18th December, the Broadband was not ordered by PlusNet until then. I was not told of this. I got a text message yesterday to say that the Broadband would be installed on the 5th January, I got another Text 30 minutes later to say 7th December. Today I called them, kept waiting for 30 minutes transferred 3 times only to be told that there was nothing that could be done to speed this up. My final conversation was with a cancellations team member who was unhelpful, unrepentant and officious in the extreme, stating that if I cancelled, the Broadband would take longer. He did not understand that PlusNet had failed me but having failed, they would be quicker than getting the others to connect me!
  • Reviewer
    Location
    Haslingden
    Reviewing
    Plusnet
    Date
    Comments
    Up date on post on 15 Aug.
    After house move. No phone until 7th of month. No internet until at least 29th of month. Just got refund from £42,89 paid. SO for 24 days of phone and if all goes to their slow work,2 days of internet. It's costing me £28.39. Which is a lot more than they say on site for a whole month.
    Unreal. Stay clear
  • Reviewer
    Location
    Littlehampton
    Reviewing
    Plusnet
    Date
    Comments
    We had trouble from the very start. The installation engineer did not turn up -apparently it was the computers fault. Tried to telephone to re-arrange and was passed from pillar to post.
    Each time they transfer the call you get put on hold for 15 mins -even when you try to cancel
  • Reviewer
    Location
    Llangefni
    Reviewing
    Plusnet
    Date
    Comments
    Do yourself a favour, don't touch this company with a barge pole. Customer service agents are all liars, took me over 8 weeks for them to sort my initial order out. Absolute garbage. Unfortunately they rely on bt, who are even worse. Go with Sky. Head and shoulders above these clowns
  • Reviewer
    Location
    Gosport
    Reviewing
    Plusnet
    Date
    Comments
    Had a call on 7th Feb to renew contact.as never had a issue decided to stay with Plusnet.Now past 2 months my bill has been £5.99 more than I signed up for.Have contacted plusnet 4 times now regarding this issue and have been told they can not sort it out yet.but are aware of issue with some bills.Cancelled direct debit as bill was due yesterday and not willing to keep paying more every month.Cant amend bill and add discount but can send texts and emails fast enough to tell me my bill is outstanding.Seriously wish I had not renewed with them now.Terrible customer service.
  • Reviewer
    Location
    york
    Reviewing
    Plusnet
    Date
    Comments
    utterly useless, like BT!
    after house move, more than 3 weeks ago, still waiting for Plusnet to get the internet going. usual malarkey of engineers coming and going, in spite of previous owner having fully functional connection. never any contact from them just more excuses (after you have contacted them!)

    level of incompetence is outstandingly high, level of customer service unbelievably low.
  • Reviewer
    Location
    Derbyshire
    Reviewing
    Plusnet
    Date
    Comments
    Misold fibre, at last minute before connection,none available at cabinet, this happened many times over 6 months, and of getting the bill wrong monthly, which takes time to contact them. nobody will take responsibility, many hours of we can only apologise or that's not my department we left. Routers in bin. 1 star is too generous.
  • 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
    Rugeley
    Reviewing
    Plusnet
    Date
    Comments
    Everytime I see that advert I want to throw something through the screen. 40 minute wait to get through to customer services. Ordered 16th November, 5th December still not connected,so I have cancelled the order and gone back to Sky
  • 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
    Daventry
    Reviewing
    Plusnet
    Date
    Comments
    Did not even get it installed offered a £50 voucher not to cancel installation refused this as will not answer phones
    Completely rubbish company
    Avoid.
  • 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.

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.