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.

Overall Customer Ratings for Plusnet

  • Satisfaction
    3.3 stars
  • Customer Service
    3.5 stars
  • Speed
    2.9 stars
  • Reliability
    3.2 stars

Based on 62392 customer ratings since 2009-04-02 (Show recent 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.

3,612 Customer Reviews over 91 pages

  • Reviewer
    Location
    blackpool
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    been with them for a while now but the download speeds im paying for £36 is terrible never above 30mbs and thats very infrequent usually around 20mbs my tv seizes around a couple of times a week downloads go lower than 10mbs just a joke changing supplier hoping for the best
  • Reviewer
    Location
    Bruton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Ive just closed down my Plusnet account. Only because Gigaclear have installed fibre to our door. Plusnet have been brilliant, great service, honest, decent and totally reasonable. If things change I'd have no hesitation to go back to Plusnet.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I’ve been with them for 18 months and they haven’t missed a beat. I’m only leaving because I like Amazon vouchers.
  • Reviewer
    Location
    Kent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Decided to go with Plusnet because of their "award winning customer service". When trying to track my order the system is saying I have no order. I've now been on hold for 35 minutes and counting. Come back Vodafone, all is forgiven!
  • Reviewer
    Location
    Durham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Customer service is dire. When I tried to upgrade to full fibre, I was informed by the sales agent , all work could be carried out externally. After returning from holiday, I found no technical work was carried out. Ringing their customer service to get it sorted out , on hold over 40 minutes - 5 times. They said I would have to be in so they could install ONT box. No progress and no alternative date given. After three weeks decided to switch to BT. Told by Plusnet I would need to ring (again) to cancel order. Eventually they rang me to sort out the cancellation. BT have now rang me to say they cannot install the fibre service as a duplicate order is in the system. Plusnet have failed to cancel order with Openreach, even after following their procedure. BT have now said I need to ring back Plusnet to get them to action the cancellation with openreach. How looking forward to another 40 minutes on hold. DON'T BUY PLUSNET. Worth paying an extra couple of £s per month to get good customer service
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been without internet for days. Support is friendly but ultimately useless. Open reach engineers are lazy and clueless and seem incapable of fixing simple issues. Not sure what their mission statement is, but if it’s anything to do with providing reliable internet then it’s misleading to say the least.
  • Reviewer
    Location
    Sussex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We got a new router yesterday, worked great , relocated it today , internet is gone , reset , tried different locations and unplugged all phones , and no one is answering the phone at plusnet , even the chats too busy to help F !
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Just had a nightmare dealing with trying to renew my contract with these cowboys today. It didn’t work on-line, then one of their representatives tried to force me into a new contract there and then on the phone, which I didn’t want. Then I get an e-mail saying I’ve been put on a new 24 month contract at double the market rate out of the blue. When I call to complain the service representative cut off our service with immediate effect and now we have no broadband for at least 10 days. This company used to be ok, now they are a joke.
  • Reviewer
    Location
    Northumberland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Plusnet claimed £22.00 per month for 18 months now being charged £26.00 with 4or5 months still on contact so don't believe what your told on tv what he says is not true
  • Reviewer
    Location
    Farnham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet failed to install a new line 3 times over several months but charged me for the service. I went to another supplier. I took it to the Ombudsman (They are a complete waste of time and they said Plusnet had done nothing wrong). TWO YEARS later and Plusnet has sent a cheque for £67.98 for the charges they incorrectly applied!
  • Reviewer
    Location
    Kent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Overall and in my genuine experience PlusNet are ... Not Fit For Purpose.

    They should spend whey less money on their misleading advertising 'promising' what they have no hope of delivering and invest some of their seemingly impressive profits into their failing, flaky, unreliable, infrastructure. After all they are owned by BT who have the monopoly on all this substandard 'must have' Tech.

    An extremely and very busy COMPLAINTS DEPT says it all and after a continued flaky & frustrating Broadband 'service' evidenced since January 2022 and latterly the last 3 months of being pushed from pillar to post, dealing and chasing one Operative after another, the left arm not knowing what the right is doing, a somewhat petty and obtuse Complaint Advisor whose less than impressive 'Resolution Offer' and his 'take it or leave it' approach is not how a Customer who could clearly evidence I was paying for what I was not receiving, should be treated.

    Any business that feels it makes more Commercial Sense to then lose business as opposed to retain it in a fair & reasonable way needs to experience some tough lessons in basic economics.

    Also businesses that are deceptive and lack overall transparency but very quickly whip out the very small T&C's are in my opinion, to be avoided.

    And PlusNet, if you do read this please refrain from posting the standard ... 'We're really sorry and do contact our Customer Services as we genuinely care' clap trap response.

    You had your chance and you well and truly blew it! So, never again :(
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Speeds were poor, no better than any other provider - decided to cancel my direct debit after never actually using it and never making a call - I would avoid them to be honest, the customer service is very poor, and I found them charging me even though I didn't use the service - I was told I could cancel with a payment or put a 30-day notice on, and they would charge me more ... I informed them I had never used the SIM, and they insisted on charging me anyway and threatened to go to debt collectors even though I have never made one call with the SIM - all they were interested in was getting their money, no leway for the customer, no attempt to understand the customers position - a check on the account shows no calls or anything were ever made, but plusnet were not in the least interested. The call-handler did complain to me that this was making her job difficult - poor girl.
  • Reviewer
    Location
    Penrith
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Took out a contract for full fibre 74 and pay as you go phone as advertised on compare the market. When connected no land line. Plus net claim land line is not possible with full fibre yet it is clearly advertised.
    Cancellation of contract £150 1 hour after delivery of broadband hub. Total rip off, need to stop advertising service they can't supply.
  • Reviewer
    Location
    Southampton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    From start to finish this is a very poor service, do yourself a favour and spend a little more and get a competent provider
  • Reviewer
    Location
    Cavenham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    My previous Broadband provider was completely useless. Then went to Plusnet, haven't looked back since. The Fibre extra we have is fast and runs two workstations as we both work from home, our entertainment, Im a gamer and our Smart tv with subscriptions. I have never had a reason to complain, we are now moving to full fibre and looking forward to it.
  • Reviewer
    Location
    Wirral
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I transferred to PlusNet after BT prices went up by huge amounts. There no problem with switch over and after entering my PlusNet User ID and password, continued with the BT Home hub. So a seamless transfer. The PlusNet contract is coming to an end, and I hope to continue with them - if the deal is good
  • Reviewer
    Location
    Motherwell
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Recently left them as broadband wasn't great, never had the speed promised, but to top it all, found out they'd never charged us correctly and ended up owing us at end of term, even with paying an early termination fee! Would not recomment!
  • Reviewer
    Location
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet gives you a 0.1 uploads speed and 0.2 download speed constantly, I've been unable to get good quality meetings with clients from home due to poor internet and when I try play video games, I'm constantly being lagged out. Overall, the are ****
  • Reviewer
    Location
    essex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    £75 reward voucher offer is just a scam.

    Lots of complaints on the forums people not receiving this.

    I have spent ages trying to get through to the non existent "award winning customer support" that doesn't actual answer the phone and is not contactable through email.

    The voucher never arrives.

    then price displayed is therefore false and attracts customers under false marketing.

    better deals and support elsewhere.
    Horrible experience, avoid.
  • Reviewer
    Location
    Northumberland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Joined PlusNet 10days ago for delivery Aug 16. 2 days later received email, delivery is delayed - no dates given, 5 days later another email delivery delayed - no dates. We lose our old provider Aug15, so I logged into my PlusNet account, no details shown on delivery. I emailed them and no reply, so phoned 9.30am, after 1 hour still no answer, phoned later in day still no answer. This is the worst customer service I have come across. Emailed them to cancel and received email this mailbox is not monitored - PlusNet say they have the best customer service, it's a joke. Be wary of joining PlusNet. Highly unrecommended provider
  • 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
    SOLIHULL
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disappointed with speed tests of between 6 - 9Mbps download and 0.44Mb upload. Now paying over £40 out of contract. Pus net said they could not increase unless I refresh my contract.
  • Reviewer
    Location
    Haddington
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I still don't have broadband three days after it was due to be installed. Apparently there is a simple fix needed to be done by Openreach but Plusnet can't say when it'll happen, although both are owned by the same company. Now being told it could be days or even weeks. Very poor comms, not informed of updates, daily changing of story, no way to escalate the issue. Extremely disappointed.
    Do not trust Plusnet when they say they can provide you broadband, they really haven't a clue.
  • Reviewer
    Location
    Rowley Regis
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Signed up for a service at £25 which was then increased right away by almost 20%, due to inflation apparently. They currently advertise on their website at £24 for the same package so inflation isn't obviously effecting new sign up customers (or maybe the advertise that and then increase it right away for "inflation"?). Seems a very shady practise for a company that prides itself on customer service. As soon as my contract ends I will be cancelling and trying another service.
  • Reviewer
    Location
    Wokingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Customer Service
      1 star
    Comments
    Customer Service is non existent, was put on hold for 30 minutes before I hung up in frustration.
  • Reviewer
    Location
    Boston Lincolnshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    In all my living years I have never ever had to endure such appalling customer service as I have received over this last week or so, I have been lied to frequently, made promises that have not been met, fobbed off , I requested to speak to a manager to discuss my issue and was told none where available and they require 72hrs notice to respond…. Still waiting!!… thank you plusnet you should be proud of yourselves…. Not… please don’t use this shambolic company
  • Reviewer
    Location
    Boston
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you want to be lied to, if you want exceptionally bad customer service, if you to be fobbed of, if you a company that a manager will not make contact with you , if you want no phone and no internet then Plusnet is the company for you
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful service. No internet for two weeks. They had to send out two engineers (separate visits) that eventually fixed the problem.

    I WFH, so made the decision to move to Sky during the two weeks without interne. They then gave me a £250 cancelation fee despite it being 100% their problem.

    Not worth going with the cheapest option as I've learned the hard way.

    Customer service appalling too.
  • Reviewer
    Location
    Brighton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    No service for the first 5 weeks because of "local" issues. steady service for the next 12 months. Then changed my email address and descended into administrative hell! These people are beyond belief. Avoid at all costs, they are GDPR numpties!
  • Reviewer
    Location
    Brighton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    No service for the first 5 weeks because of "local" issues. steady service for the next 12 months. Then changed my email address and descended into administrative hell! These people are beyond belief. Avoid at all costs, they are GDPR numpties!
  • Reviewer
    Location
    Newark
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Changed to Plusnet in April this year after many years with talk talk. So far no complaints at all . Broadband is reliable with constant speed as advertised unlike my previous provider. Customer services so easy to contact and no waiting times and a pleasure to deal with as any issues sorted straight away. Thanks
  • Reviewer
    Location
    Stroud
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The signal doesn't arrive to the other side of the house. I keep being told thick wall break the signal etc...to the point I have to buy an extension for WiFi

    With a new provider I don't need to use the extention. signal arrives to all part of the house so it confirms isn't a good broadband overall and nothing can be done from their it
  • Reviewer
    Location
    Shropshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Do not use Plusnet! They are absolute liars, they do not get back to you when they promise to do so, they take over 20 mins to get through to on the phone every time and sometimes a lot longer. I’ve had to wait 25 days to get connected to broadband after my move. And no mobile signal in my area unless in the garden. Do yourself a favour and go with BT! I certainly will as soon as my contract is up. I don’t want to give this bunch of cowboys another £ more!
  • Reviewer
    Location
    Yate
    Reviewing
    Plusnet
    Date
    Ratings
    • Customer Service
      4 stars
    Comments
    While plusnet has good reviews, they are yet to offer FTTP. If you have FTTP like I do (no copper anymore) then you will need try someone else.(which is strange since they are part of BT and BT clearly offer the same). Sales said sometime in 2022 but could not tell me when.
    PS It would be good if this sites like this modernised to include FTTP and broadband only deals.
  • Reviewer
    Location
    Reviewing
    Plusnet
    Date
    Comments
    These reviews are too kind. Plusnet are 100% a scam company. They are very clever not useless like they portray. They break your internet then make you pay. They never refund for the time it was broken. They will steal your money, over charge you or trick you into late payment charges. They restrict your internet without you knowing in very suspicious ways, eg. I could only watch you tube. But at the same time i diddnt have enough internet to do a speed check? Right now im trying to cancel my account. I have no contract with them, but they tell me it will take 14 days to cancel. They want to get past another payment date so they can take money. When i argue about the 14 days they tell me its in my contract! I DONT HAVE A CONTRACT. Stay away these guys are the source of mental illness.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Speed is very low even with fiber = 1Mb/s upload and 10 Mb/s download.
    The company cut my contract because my neighbour asked for internet and openreach + plusnet just took my line. They offer me to start from scratch, pay fees upfront to open a new line etc. Just a joke. Cheap but be aware.
  • Reviewer
    Location
    Hampshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What a bunch of Cowboys. Horrible service and horrible people. I cancelled within 14 days and now I'm getting threatening emails about debt collection agencies if I don't pay circa £250.........
  • Reviewer
    Location
    Uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not use as it is so slow its beyond a joke. The routers stop working and reset but send it to an email you dont have to log in. No customer service at the weekends and very upset children in my house. I'm going to have to find a new provider who can start asap
  • Reviewer
    Location
    Telford
    Reviewing
    Plusnet
    Date
    Comments
    Just taken contract, brilliant customer service. Hitch with our lives date
    Spoke to customer consultant, no waiting for half an hour for them to answer the phone, great support, problem fixed , and a call back. Would certainly recommend
  • Reviewer
    Location
    Teeside
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Don't bother.
    They will make promises they don't keep. Then when u complain all you get is argumentative staff and don't get your complaint resolved. Customer service at its worst

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.